My passport, entire wallet, $500 USD in pesos and Global Entry card was stolen on my Viva Aerobus flight, which meant I arrived to MEX airport with no passport and was imprisoned in a filthy migrant detention camp for 15 hours.
When immigration was holding me, Viva Aerobus was not responsive and didn't look for my passport until someone called them multiple times. They didn't expedite me out of migrant prison and didn't even seem sorry that I spent thousands on this trip only to be deported back to the US due to their shady/non-responsive staff. 5 stars for the gate agent who was wonderful to me after an extremely traumatic day (he had a pride lanyard and was the only person who showed empathy and kindness after I was imprisoned for being a victim of ID theft.
Never in a million years did I think I'd be locked up abroad because I was a victim of a crime. To make matters worse, no flight refund and the customer service agent at lost and found told me they can't help because passengers are responsible for their belongings, the cleaners probably stole it. Another agent I spoke to said "yeah, things get stolen all the time on our planes." I am still dealing with the aftermath of the severe trauma from this experience and being locked up abroad for 15 hours without an English representative or the ability to use my phone for a great majority of my detainment.
Hello there!
No one in the world should experience such situations, and customer support's behavior is indeed strange. Viva Aerobus needs to start working on your case as soon as possible.
For a clearer picture, Viva Aerobus will require a few key details (since the matter is quite serious):
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We want you to know that we truly sympathize with you and want to extend our sincere support. Our heartfelt wishes for a speedy recovery are with you 🙏