How to Get a Viva Refund

• Booking Reference Number: Gather your unique booking reference number for the flight you wish to refund.
• Travel Details: Prepare your flight details, including the date of travel, destination, and passenger names.
• Payment Method: Have your payment method details ready, including the last four digits of the card used for the purchase or the payment account information.
• Identification: Obtain a copy of your ID or passport that matches the name on the booking.
• Cancellation Policy: Review and have a reference to the specific cancellation policy relevant to your ticket type, as it can affect the refund eligibility.
• Supporting Documentation: Collect any relevant documentation that supports your refund request, such as medical certificates for cancellations due to health issues.
• Contact Information: Ensure you have your current contact information ready for Viva to reach you regarding the refund.
• Account Information: If applicable, login to your Viva account and gather any communication or messages related to the transaction.

At Viva, understanding user rights regarding refunds is essential for a seamless and satisfactory travel experience. As a low-cost airline, Viva provides a range of services, including flight bookings and additional travel-related options. Refund eligibility depends on various factors, including the type of ticket purchased, the timing of any cancellation or modification requests, and the specific circumstances surrounding the flight.

• Cancellation of Flights: Users who cancel their flights within a specific period prior to departure may qualify for a refund, depending on the fare type purchased. It's important to review the terms associated with your fare to understand your options.
• Flight Changes: If users need to change their travel dates or destinations, there might be an associated fee, but in certain scenarios, a refund for fare differences can apply if the new fare is lower.
• Flight Delays or Cancellations: In cases where a flight is significantly delayed or canceled by Viva, users might be eligible for a refund or travel credit, contingent upon the airline's policies and the specific situation.
• Baggage Fees: If baggage is lost or substantially delayed, travelers may qualify for a reimbursement of any prepaid baggage fees.
• Promotions and Discounts: Users who booked through a promotional offer may have distinct eligibility criteria for refunds that warrant careful consideration of the promotional terms during the booking process.

For any inquiries or further clarification regarding refund eligibility, users should refer to the terms and conditions applicable to their specific purchase or contact Viva's customer service for assistance.

Viva offers affordable air travel options across various domestic routes, and while customers generally enjoy smooth experiences, there are occasional scenarios that lead to refund requests. Here are some examples of when users successfully claimed refunds from Viva:

• Flight Cancellation: After a spontaneous trip cancellation due to a family emergency, a customer reached out to Viva's customer service to inquire about the potential for a refund on their unused flight. Providing the necessary documentation, they were able to receive a full refund for their ticket within a few days.
• Schedule Change: A traveler found out that their flight had been rescheduled by several hours, causing a conflict with their plans. They contacted Viva to discuss their options and were promptly offered a refund for the ticket, which they accepted to book a more convenient flight.
• Personal Circumstances: A passenger had to cancel their trip due to a medical issue and contacted Viva to explain their situation. After submitting a doctor's note as proof, they successfully received a refund for the flight in question, illustrating Viva's flexibility in accommodating unexpected circumstances.
• Unforeseen Weather Conditions: Due to severe weather impacting the airport, a customer's flight was canceled. They reached out to customer support, where the representative efficiently guided them through the refund process, ensuring a full refund was issued in light of the circumstances beyond their control.

Tracking your refund status efficiently with Viva is essential to stay informed and assured about your transaction. Follow these targeted steps to ensure you're always in the loop regarding your refund progress.

• Check Your Email: Viva sends out email notifications regarding your refund status. Look for updates that include specific details about your refund request, including confirmation of initiation and estimated processing times.
• Use the Viva App: If you have the Viva app, access the 'My Bookings' section where you can view your refund status directly. The app provides real-time updates and alerts to keep you informed.
• Visit Your Account Dashboard: Log into your Viva account on the website and navigate to the 'Order History' section. Here, you will find a detailed history of all your transactions, including the current status of pending refunds.
• Review the Billing Section: In your account settings, the 'Billing' section provides insights into your payment methods and any ongoing refund processes. This is an excellent place to confirm refund requests and their current stages.
• Notifications within the App: Enable notifications for the Viva app to receive instant updates on any changes to your refund status. These alerts will help you track the progress without having to log in repeatedly.
• Contact Customer Support: If you have questions or require additional information about your refund, you can reach out to Viva's customer support. They can provide detailed updates and clarify any discrepancies regarding your refund process.