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News Article

Volaris, Viva Aerobus Under Scrutiny for Carry-on Luggage Fees

By Emilio Aristegui | Sun, 11/14/2021 - 13:13

Ultra-low-cost airlines Viva Aerobus and Volaris, together, received 40 complaints for charging a fee for carry-on luggage and other concerns, said Mexico’s Federal Consumers’ Attorney (PROFECO), which penalized both airlines with suspension stamps.

PROFECO also highlighted that the suspension stamps would not affect consumers or flights. “Suspension stamps are placed as a precautionary measure for Viva Aerobus in Puerto Vallarta and for Volaris in San Luis Potosi and Puerto Vallarta, but the sale of tickets continues so as not to affect customers,” reads PROFECO’s official press release.

PROFECO also highlighted that most complaints were in the realm of: does not respect advertised price, unauthorized additional charges, promotion breach and breach of offer.

Viva Aerobus responded with a press release to PROFECO’s investigation claiming that “Viva Aerobus baggage policies fully comply with the provisions of the Civil Aviation Law. The base or regular fare of the airline, Viva Smart, includes two carry-on bags that add up to 15 kilograms in total and 25 kilograms of checked baggage as indicated in current regulations.”

The airline referred to the General Aviation Civil Law, which in Chapter X of the Rights and Obligations of Passengers, Article 47 Bis, Section X reads, “In the event that a passenger decides to travel without luggage, the concessionaire or permit holder may offer a preferential rate for the benefit of the passenger.” The airline also reassured its commitment to strictly adhere to the law, ethics and transparency in all its processes.

Meanwhile, Aeroméxico reached an agreement with PROFECO after receiving a number of complaints from customers who allegedly were not allowed to travel with carry-on luggage without paying an extra fee. However, the airline reconsidered and will now offer the possibility of hand luggage up to 10 kilograms without extra payments. The airline did not receive a penalty and will update its fare terms on the official website shortly, according to PROFECO.

The data used in this article was sourced from:  
Viva Aerobus, Profeco
Emilio Aristegui Emilio Aristegui Junior Journalist and Industry Analyst