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At Viva we help you whenever you need it! 
We like to know that wherever you travel, you arrive with all your luggage complete and in perfect condition.
So, if you have any setbacks with your luggage, we will show you how to manage it without red tape, just as we like it.
With Viva, it’s that easy and secure!

What is the process to manage the damage or loss of my luggage with Viva?


How long should I wait for an answer about my luggage?

Relax! We are here to streamline your inquiries. We know how annoying it is when you have setbacks with luggage, that's why our team is always there to help you.

Initiation of the claim process

Once you give us the completed ‘Luggage Irregularity Report’ document, we begin the search for your luggage at the airport of origin and at all the airports we operate, in case it has been delayed.
In case of damage, we carefully study what happened to help you in a timely manner.
This phase of the process can take from one (1) to seven (7) calendar days.

Search in the cargo hold

If your luggage is delayed, we continue to search alternative locations until we find it.This phase of the process can take from eight (8) to twenty (20) calendar days.

Compensation process

If, at the end of the investigation, the whereabouts of your luggage remains unknown, we take responsibility for the damage, and we proceed to compensate you.

Did you see how easy it is to manage your luggage? VIVA!


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