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At Viva we want you to travel according to your plans. That's why we make everything easier for you. In the following, we will explain the situations in which you can reschedule your flights:

If your flight was canceled while our planes were grounded

When we were unable to fly for several months due to the covid-19 pandemic, we issued a voucher for all of our affected passengers. At Viva we follow the regulations of each country to comply with your rights when there are changes, or when cancellations must be made due to covid-19.
Relax! If you received a voucher to reschedule your flight, when our planes were grounded, keep in mind:

  • For vouchers issued until November 30, 2020, the maximum exchange date and the maximum flight date is November 30, 2021.
  • In the case of vouchers issued after December 1, 2020, the maximum exchange date and the maximum flight date will be one year from the date of issuance of the voucher.
  • Your voucher was sent to the email you registered at the time of purchase and you can redeem it on the vivaair.com website by entering the code.
  • Save the code of your voucher because you will need it when you go to activate your trip again.

If your flight is canceled by Viva

When we cancel a flight for internal reasons, or as a passenger you are affected by an itinerary change, we immediately send you an email with the options available to you (depending on the type of impact and its cause), allowing you to:

  1. Accept the change
  2. Request a change
  3. Request a voucher

Don’t worry! We have everything under control and we will always offer you alternatives thinking about your well-being so that you continue flying with us.

If you need to change schedules or dates

If you want to proactively make changes to your trips, go directly to the vivaair.com website in the “My Reservation” section before the scheduled time of your domestic or international flight.
Changes to your reservation apply exclusively to:

  • Change of passenger name
  • Change of flight

What you must keep in mind to make changes to your reservation:

  • Changes cannot be made if you are already at the gate.
  • If you don’t make the change and do not travel, your ticket loses its validity, and you cannot use it in the future. You also can’t receive a refund for the money you paid for your ticket.
  • The change in the ticket has an additional cost.
  • In Colombia, payments must be made in Colombian Pesos, and the representative market exchange rate (TRM) of the day is applied.
  • OW: One way - One way only.
  • RT: Round trip - Round trip flights.

How to redeem your voucher for changes to your flights

At Viva we work to give you the best options when it comes to traveling. With the contingency caused by covid-19, we offer you the option of a voucher according to your situation. When you want to use it, you must take into account the following steps:

  • Go to the vivaair.com website
  • Select your destination and new travel date
  • Use your voucher code as a payment method
  • Remember to have your code handy. Also, take the opportunity to include all the additional services such as checked luggage or seat selection, adjusting them to your type of trip

Redeeming your voucher is as easy as flying with Viva!

NOTE: This is a policy that is subject to change and under constant review given the frequent changes caused by covid-19.


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