Our flight from Mexico City to Oaxaca was cancelled due to an airport shut down in Oaxaca. We didn't learn about this cancellation until we were at the airport, and the agents at the airport were not helpful at all! Instead of giving us all of the information, they wanted to re route our flight to another city that was 7 hours away. I received an email from Viva Aerobus after the flight time communicating the change, as well as providing the option of receiving the full refund in a voucher. However, when I called their customer service they refused to honor this, since "the airline did not cancel the flight." After some debate the agent confirmed that they will be honoring the voucher, he would get the process started and I should be hearing back in the next 24 hours. After not getting any communication from Viva, I called their customer service number the next day. At this point, the customer service agent continued to tell me that they will not be giving a refund voucher in this instance, due to the "airline not cancelling the flight." Even though I had an email from Viva Aerobus that I will be receiving the 100% of what I payed for in a voucher, and the customer agent telling me that he is generating the voucher the first time I called. This has been such a horrible and frustrating experience, and they do not deserve anyone's business.
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