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At Viva we are aware that some situations require the cancellation of your travel plans, therefore you can count on us to be with you during tough moments to make your life easier.

What to do in case of sickness?

In case of sickness, whether hours or days before your scheduled flight, and you are not in a condition to travel, we have options for your own comfort and those who booked with you, as long as they can prove kinship with you.

In order to proceed correctly with these cases, you will find the steps for each scenario in the boxes below.

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Date change

Sick Reservation Holder


What can we do for you?

In order to change the date of your flight, you can choose a new flight date from our published schedule for the sick passenger or booking member at no additional cost for the changes, unless there is a fare difference.

Sick Relative


What can we do for you?

If a person of your first, second or third degree of consanguinity or affinity becomes ill and you cannot travel, you can choose a new flight date at no additional cost unless there is a fare difference. This applies to all members of the same booking who wish to do so.

What should you do?

Fill out the form at the following link here to us attaching the following information:

  • Medical Reports issued by a registered health entity that states the sick passenger's inability to fly on the dates corresponding to your purchased flight.

What should you do?

Fill out the form at the following link here to us attaching the following information:

  • Medical Reports issued by a registered health entity that states the relative of the sick passenger's inability to fly on the dates corresponding to the scheduled flight.
  • Legal documents that demonstrate the 1st, 2nd or 3rd degree of consanguinity and affinity of the passenger and the sick person.

How much time do I have?

  • You or your companion can contact us through our Call Center, or by our web form ‘Write to us’ https://bit.ly/3opl02e up to 72 hours after the scheduled departure of your original flight to make the change.
  • After contacting us within the first 72 hours, you have up to 15 days to send the required documentation; and an additional 15 calendar days to select the new flight date.

How much time do I have?

  • You must contact Viva up to 72 hours after the scheduled departure of your original flight to make the change.
  • After contacting us within the first 72 hours, you have up to 15 days to send the required documentation and select the new flight date.

Passenger Replacement

Sick Reservation Holder


What can we do for you?

You can change the name of the sick passenger at no additional cost

Sick Relative


What can we do for you?

This service is provided at an additional cost.

What should you do?

Fill out the form at the following link here to us attaching the following information:

  • Medical reports issued by a registered health entity that states the sick passenger's inability to fly on the dates corresponding to your purchased flight.
  • Signed letter by the booking passenger authorizing the name change. You must include:
    • Reservation code
    • Full name
    • Phone number of the reservation holder
    • Email of the reservation holder
    • Photocopy of the holder's ID
    • ID number and photocopy of the new passenger

What should you do?

This service is provided at an additional cost.

How much time?

The required documentation must be redeemed up to 24 hours before the scheduled departure of the flight.

How much time?

This service is provided at an additional cost.

Voucher/Refund

Sick Reservation Holder


What can we do for you?

You can acquire a voucher for all the non-flown segments or a refund for the value of the non-flown segments, discounting the administrative fee. This option applies only to the sick passenger.

Sick Relative


What can we do for you?

Does not apply

What should you do?

Fill out the form in the following link here to us attaching the Medical Reports issued by a registered health entity that states the sick passenger's inability to fly on the dates corresponding to your purchased flight.

What should you do?

Does not apply

How much time?

  • You or your companion can contact us on our Call Center, or by our web form ‘Write to us’ https://bit.ly/3opl02e up to 72 hours after the scheduled departure of your original flight.
  • After contacting us within the first 72 hours, you have up to 15 days to send the required documentation.

How much time?

Does not apply

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Name Change / or Date

Booked Passenger Deceased


What can we do for you?

To change the date or name, you must choose a new flight date for the new passenger, or the members of the booking. No additional cost is needed for the change, but in case of a fare difference, the cost will be charged. The free name change will only apply to change the name of the deceased passenger.

Deceased Relative


What can we do for you?

If a person of the first, second or third degree of consanguinity or affinity dies and the relative cannot travel, you can change the date of his or her flight at no cost for the change, but in case of a fare difference, the cost will be charged. This applies to all members of the same booking who wish to do so. No free name change applies.

What should you do?

Fill out the form in the following link: here to us attaching the following:

  • Death certificate of the deceased passenger before the scheduled date of the flight.
  • ID of the new passenger.

What should you do?

Fill out the form in the following link: here to us attaching the following:

  • Death certificate of the deceased passenger’s relative before the scheduled date of the flight.
  • Legal documents that demonstrate the 1st, 2nd or 3rd degree of consanguinity and affinity of the Passenger and the deceased person.

How much time?

  • Any member of the booking and / or the person presenting the death certificate can contact Viva up to 15 days after the scheduled date of the original flight.
  • After the 15-day contact, you can have up to 15 days to send the required documentation.

How much time?

  • The person who presents the death certificate can contact Viva up to 15 days after the scheduled date of the original flight.
  • After the 15-day contact, you can have up to 15 days to send the required documentation.

Voucher/Refund

Booked Passenger Deceased


What can we do for you?

You can request a voucher for all the non-flown segments or a refund for the value of the non-flown segments, discounting the administrative fee. Applies only for the reservation of the deceased passenger.

Deceased Relative


What can we do for you?

Does not apply

What should you do?

Fill out the form in the following link: here to us attaching the following:

  • Death certificate of the deceased passenger before the scheduled date of the flight.

What should you do?

Does not apply

How much time?

  • The person who presents the death certificate can contact us on our Call Center or by the form ‘Write to us’ https://bit.ly/3opl02e up to 15 calendar days after the scheduled date of the original flight.
  • After contacting us, you have up to 15 days to send the required documentation.

How much time?

Does not apply

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