How do rebates work in Viva?
Our mission is to make your life easier!
Therefore, it is important that you keep in mind Viva's policies for refunds when you do not travel.
Remember that the tickets and additional services are non-refundable promotional. However, there are some exceptions.
On the occasion of the Covid-19 pandemic
Due to the Covid-19 pandemic, and with the aim of expediting attention to requests for reimbursement due to operational impairment or withdrawal (refund of fees), at Viva we have implemented the delivery of vouchers to our travelers for the corresponding value, according to be the case, which may be redeemed in services of our airline. Check the terms and conditions of the voucher here.
If you do not agree with the voucher, then the refund will be made according to the ordinary refund process of our airline, and will be made in the same form of payment that you used at the time of purchase.
Below, you can see the details of the situations in which you can receive a refund:
Refund of fees
The passenger may decide not to travel until 24 hours before the start of the flight, as long as the contract of carriage originates in Peru.
Taking into account that all our rates are non-refundable promotional rates, when you do not make your trip, only the airport fees and taxes will be refundable, according to the destination. Those rates, taxes and / or contributions that by regulation are not refundable are excluded. The ticket and the additional services purchased are not refundable.
In the event that there is more than one passenger on a reservation, it will be divided and a refund will be made to the passenger who requests it.
Delays and / or cancellations
This type of reimbursement applies when, for reasons attributable to our airline, the reservation is affected due to operational reasons, reprogramming, security reasons, among others.
The refund can be partial or total.
Illness and / or death
In case of illness or death of the ticket holder, his or her companion (as long as they have the same itinerary) or relatives (grandparents, parents, children, grandchildren, siblings, spouse) have the right to request reimbursement for said passenger by presenting proof of the link of consanguinity or familial affinity. Find out here the details for the cases that apply: These are the cases in which the reimbursement for calamity applies.
Are there refunds for missing connecting flights?
For connecting flights
The refund will be made for the entire reservation, but not per route, only when the loss of the connection occurs for reasons attributable to the airline, and the passenger does not accept the rearrangement. The administrative fee and fees, taxes or contributions that by regulation are not refundable are also excluded from the value.
Refund of fees for connecting flights
The splitting of the reservation is not allowed. In other words, the ticket is understood as complete for the origin-destination route with its respective stopovers (connection points). In this sense, only airport fees will be refundable. Those rates, taxes and / or contributions that by regulation are not refundable are excluded. The ticket and the additional services purchased are not refundable.
Reimbursement for operational impairment
Applicable for connecting flights and reimbursement is made by origin-destination and for the entire reservation. The reimbursement is not made per fractional journey (partial trip).
How to request a refund?
You can request a refund through the following channels:
- When we have affected your itinerary, we will send you an email with the available refund options
- You can request your refund through the refund form that we have at your disposal on our website here
- The reimbursement will be processed after as a passenger or customer, you fill out and correctly return the forms assigned for this process and the banking information is valid and correct. As an airline, we will have a maximum period of 30 calendar days to make reimbursements by national and international bank transfer; For reversals or returns, the application times are subject to the internal policy of each intermediary (Viva, card franchise, financial institution), that is to say that the payment may take between 40 to 60 calendar days.
Who is the Voucher sent to?
- We will send the voucher to whoever appears as the holder of the reservation.
- Vouchers for minors: we will proceed with sending the voucher to one of the parents.
Who is reimbursed?
Viva will reimburse whoever appears as the holder of the reservation. To proceed with a reimbursement to a third party, a letter signed by the owner of the ticket (passenger) and a copy of the documents of the person authorizing the payment to be made to a third party and the person receiving the reimbursement is required.
Reimbursement to minors: in the event that a ticket has been paid in cash and the passenger is a minor, Viva will proceed with the reimbursement to one of the parents.
If you purchased through a travel agency ...
If you purchase through a travel agency, and you will no longer fly, you must notify the intermediary who sold you your ticket. The agency must proceed with the reimbursement once Viva makes the corresponding amount available to them. The agency must guarantee official notification to our airline that they have completed refund within the scheduled times. If the refund must be made in favor of the agency, because it made the payment to us directly or for any other reason (subject to evaluation), you must write a signed letter authorizing Viva to make the refund to the agency, attaching documents of who authorizes and who is to receive the reimbursement.
