Viva Aerobus Baggage Claim: Compensation, Deadlines & How to File
International Max
1519 SDR
Avg Response
30 days
Claim Types
3
To get Viva Aerobus baggage compensation, report the issue at the airport baggage office immediately and get a PIR (Property Irregularity Report). International compensation is capped at 1519 SDR (~$1,900). File online at Viva Aerobus's claims portal.
Viva Aerobus Baggage Claims & Compensation: What You Need to Know
Viva Aerobus is based in MX and serves as a prominent Latin American carrier. When filing a baggage claim with Viva Aerobus, your rights and the airline's obligations are determined by the applicable regulatory framework for your flight route.
Here are the key facts about Viva Aerobus's baggage claim process: The tightest deadline is 7 days from the incident; excluded items include cash, negotiable_documents, jewelry; typical response time is 30 days. Preparing your documentation in advance and meeting every deadline will put your claim in the strongest possible position.
Strategic tip for Viva Aerobus claims: the the executive office channel (rated 65% effective) tends to yield the best results; the escalation path with the highest success rate (80%) involves pursue legal action under the montreal convention (international itineraries; 2-year limitation, art. 35) in small claims / the appropriate court, or consult an aviation attorney. must be commenced within 2 years of the incident.; our data for Viva Aerobus has a confidence score of 85%; last verified in June 2026.
Compared to other airlines in our database: their international limit of ~$1,900 is slightly below the average. These figures are based on data from 83 airlines.
Viva Aerobus Claim Deadlines
Damaged Baggage
| Flight Type | Action | Deadline | Regulation |
|---|---|---|---|
| domestic | Report at Airport | — | Mexican Civil Aviation Law (Ley de Aviacion Civil) |
| domestic | File Claim Online | 15 days | Mexican Civil Aviation Law (Ley de Aviacion Civil) |
| international | File Claim Online | 7 days | Montreal Convention Art. 31 |
| international | Report at Airport | — | Montreal Convention Art. 31 |
If missed: Failure to file the PIR forfeits baggage-damage rights; leaving the airport presumes the bag was delivered intact
Delayed Baggage
| Flight Type | Action | Deadline | Regulation |
|---|---|---|---|
| domestic | File Claim Online | 21 days | Mexican Civil Aviation Law (Ley de Aviacion Civil) |
| international | File Claim Online | 21 days | Montreal Convention Art. 31 |
If missed: Loss of right to delayed-baggage compensation under Mexican Civil Aviation Law
Lost Baggage
| Flight Type | Action | Deadline | Regulation |
|---|---|---|---|
| international | Escalate | 730 days | Montreal Convention Art. 35 |
| international | File Claim Online | 21 days | Montreal Convention Art. 31, 35 |
If missed: Right to sue is permanently extinguished (2-year statute of repose)
Documentation Requirements
Required Documents
- ✓pir report
Property Irregularity Report filed with Viva airport staff at the destination airport
Note: Mandatory: per the DOT tariff, Viva will not address any baggage claim unless a PIR was filed. Keep all baggage tags attached.
- ✓boarding pass
Reservation number / flight details (reservation code, travel date, route, flight number)
- ✓baggage tag
Checked-baggage claim tag / receipt
- ✓photo
Photos showing the damage to the baggage with the transport tags still attached
Note: The baggage-issues page explicitly requires photos with tags attached. Pre-existing damage, wear (cuts/dents/scratches), overpacking, manufacturing defects and security-inspection damage are excluded.
- ✓pir report
Baggage Irregularity Report opened with Viva airport staff on arrival
Note: Mandatory to enter the bag into the baggage tracking system (WorldTracer).
- ✓boarding pass
Reservation number, travel date, route, and flight number
- ✓baggage tag
Checked-baggage receipt / claim tag
- ✓pir report
Property Irregularity Report from the destination airport
- ✓boarding pass
Reservation number, travel date, route, and flight number
- ✓baggage tag
Checked-baggage receipt / claim tag
- ✓itemized list
Baggage Inventory List: detailed contents with estimated values (required when the bag is unlocated after 3 days)
Note: Must be in Viva's possession within 21 days of arrival. Include brand names, purchase dates, and condition.
Recommended (Optional)
- ○interim expense receipt
Receipts for emergency essential purchases during the delay
- ○receipt
Proof of purchase for claimed items
Viva Aerobus Liability Limits
International Flights
$1,900
1519 SDR
Montreal Convention
Excluded: cash, negotiable_documents, jewelry, electronics, cameras, video_equipment, cell_phones, important_documents, artworks, medication, fragile_items
Viva Aerobus Contact Information
Baggage Hotline
+52 81 82 150 520
Lost/delayed baggage assistance line. The baggage-issues page also lists +52 81 82 150 196 for items left on the aircraft. Have your reservation code and PIR/file reference ready.
Claims Mailing Address
Viva Aerobus (Aeroenlaces Nacionales, S.A. de C.V.), Monterrey International Airport, Terminal C, Carretera Miguel Aleman Km 24, Apodaca, Nuevo Leon 66600, Mexico
Corporate headquarters address used for formal written claims and escalations. Send certified mail.
Claims Email
asistenciaequipajes@vivaaerobus.com
Official baggage assistance email for filing delayed/damaged/lost baggage reports (per the Viva baggage-issues page). General customer care: atencion.clientes@vivaaerobus.com.
Customer Service
+52 81 82 150 150
Avg wait: 30 min
Main Mexico call center for reservations and general customer service.
Customer Service
+1-866-359-8482
Avg wait: 30 min
US toll-free call center for reservations and general customer service.
Executive Office
Juan Carlos Zuazua Cosio, CEO - Monterrey International Airport, Terminal C, Carretera Miguel Aleman Km 24, Apodaca, Nuevo Leon 66600, Mexico
Executive escalation (juan.zuazua@vivaaerobus.com per Elliott Report executive-contacts directory). Use only after other channels exhausted.
Want us to handle this for you?
We'll file your Viva Aerobus claim end-to-end — or use the official forms below.
Claim Forms & Portals
Baggage Assistance Report (PIR / online platform)
Online PortalSubmit via online
Typical response: 30 days
Baggage Irregularity Report (PIR / online platform)
Online PortalSubmit via online
Typical response: 30 days
Baggage Inventory List (after 3 days unlocated)
Email TemplateSubmit via email
Typical response: 30 days
Escalation Path
internal
55% successFollow up via the Viva baggage assistance platform or email asistenciaequipajes@vivaaerobus.com, or call the baggage assistance line +52 81 82 150 520, with your reservation code and PIR/file reference
When to escalate: PIR filed at airport, no resolution within 7 days
Avg resolution: 7 days
internal
60% successSubmit a formal written complaint to Viva Aerobus customer relations (atencion.clientes@vivaaerobus.com) referencing the PIR and the Montreal Convention liability limit
When to escalate: Claim denied or inadequate offer; no written response
Avg resolution: 30 days
internal
65% successSend an executive escalation letter/email to CEO Juan Carlos Zuazua Cosio (juan.zuazua@vivaaerobus.com) at the Apodaca, Nuevo Leon headquarters
When to escalate: Customer relations response unsatisfactory
Avg resolution: 21 days
regulatory
72% successFile a complaint with the US Department of Transportation (for flights to/from the US) and/or with PROFECO in Mexico (for domestic intra-Mexico itineraries)
When to escalate: All internal options exhausted or no response after 30 days
Avg resolution: 30 days
legal
80% successBest Success RatePursue legal action under the Montreal Convention (international itineraries; 2-year limitation, Art. 35) in small claims / the appropriate court, or consult an aviation attorney. Must be commenced within 2 years of the incident.
When to escalate: Regulatory complaint unsuccessful
Avg resolution: 60 days
Frequently Asked Questions
What is Viva Aerobus's maximum baggage liability for international flights?
Viva Aerobus's maximum liability for international flights is 1519 SDR (approximately $1,900) under the Montreal Convention. SDR values fluctuate with exchange rates.
How long do I have to file a lost baggage claim with Viva Aerobus?
A delayed bag not located is treated as lost. Per DOT tariff VB1 Rule 55(D), the written complaint for loss must be made at the latest within 21 calendar days of the date the bag should have been placed at your disposal. If not found after 3 days, complete a Baggage Inventory List, which must be in Viva's possession within 21 days of arrival.
What items does Viva Aerobus exclude from baggage liability?
Viva Aerobus excludes the following items from baggage liability: cash, negotiable_documents, jewelry, electronics, cameras, video_equipment, cell_phones, important_documents, artworks, medication, fragile_items. These items are not covered even if they are damaged, lost, or stolen during transit. Consider keeping high-value and excluded items in your carry-on.
Can I track my missing Viva Aerobus bag online?
Yes, Viva Aerobus uses the WorldTracer system for tracking mishandled baggage. You can check the status of your delayed or lost bag using the reference number from your Property Irregularity Report (PIR). Track your bag at Viva Aerobus's tracking portal.
How does Viva Aerobus calculate the value of lost items?
Viva Aerobus applies depreciation when calculating compensation for lost items, meaning you receive the current value rather than the original purchase price. Typical depreciation is 10-20% per year for clothing and 20-33% for electronics. Provide purchase receipts or credit card statements to support your claimed values.
How much compensation can I get from Viva Aerobus for lost or delayed baggage?
Viva Aerobus's maximum baggage compensation is up to 1519 SDR (approximately $1,900) for international flights under the Montreal Convention. Actual compensation is based on the depreciated value of your items, so keep receipts and purchase records to support your claim.
What's the fastest way to reach Viva Aerobus about a baggage claim?
Based on our data, contacting the executive office is the most effective channel for Viva Aerobus baggage claims, with an effectiveness rating of 65%.
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