Al G.

My flight, 19MAR from Los Cabos to Monterrey was 55 minutes late getting to the terminal in Los Cabos. I asked the flight attendants numerous times during the flight about making our connection in Monterrey to Houston. The flight attendants repeatedly advise me that the plan would wait for us to ensure we make our connection to Houston-IAH. Once arriving in Monterrey we were directed to the Viva aerobus counter where we were told that the plane was full and the gate was closed. After waiting for over an hour for someone to tell us our options and speaking to two different supervisors, we had to take a flight to San Antonio (not Houston) the next day. I was told by both supervisors (names in the attached picture) that Viva aerobus would reimburse me for the rental car fees so I could drive 3hours from San Antonio to Houston IAH, my original final destination. Its been 2 months since I submitted reimbursement documents but still no one from your company has responded.

I was traveling with 4 other family members, 2 kids and 1 elderly adult (wheelchair assisted). We waited at the Monterrey airport from 7pm to 11:45PM (5 hrs) for flights to be rearranged and transportation to come take us to the hotel. This entire experience has been extremely stressful, tiring, inconvenient, interruption of our vacation and schedule, a disaster and terrible memory.