Viva Aerobus Strands Family of 17 at Cancun Airport After Flight Cancellation

Cancun, Quintana Roo — A family of 17 from Chihuahua, including five children, was left stranded at Cancun International Airport after Viva Aerobus canceled their return flight without explanation, according to the travelers.

The family said they received a text message Thursday informing them that their Cancun-Chihuahua flight had been canceled. Viva Aerobus offered alternative flights with layovers in Monterrey, Mexico City and Felipe Angeles International Airport, but the family turned them down, noting that connections lasting up to 16 hours were not feasible with five young children.

“We didn’t accept any because we’re traveling with five kids and it wasn’t an option for us,” one of the affected travelers said.

After looking for solutions on their own, the family secured seats on a direct flight scheduled for Tuesday, Aug. 4. The new itinerary, flight VB 2184, departs Cancun at 1:30 p.m., forcing the family to extend their stay for several days with unexpected costs.

The family also criticized how the airline handled compensation. They said the travel agency they booked with processed a claim that resulted in a credit with Viva Aerobus, which they described as insulting.

“They offered it as if it were a credit with the airline, as if we’d want to travel with them again,” they said, adding that Viva Aerobus never contacted them directly to apologize or offer a proper solution.

The incident adds to a series of recurring complaints from passengers who report arbitrary cancellations by the airline, leaving travelers from Chihuahua in a vulnerable position when booking its services.