RuurdM

TLDR: Flight got cancelled and we didn't get our money back because they put us on a new flight without telling us.

We booked a flight from Cusco to Lima. First they would let us check-in because the check-in counter was "closed". But it was over 70 minutes before the flight so they eventually checked us in. Very strange and stressful.

No gate was ever announced, and the scheduled departure time went by and still nobody knew what was happening.

After a while a guy from the airport starting letting people through a side door. But that door just ended up at the baggage belt. Apparently the flight had been cancelled. They just never ended up telling the passengers.

Back at the check-in desk it was an absolute mess and they didn't really help. We were told to call the support number to get our money back. But the number is a dead end, after dialing and selecting "English" and "Refund" the call is simply disconnected.

The support email employees did get back to us. They told us we could only get a partial refund because we didn't board the rescheduled flight. We explained we did not even known about a rescheduled flight and that the check-in employees said we could get our money back. But they keep hanging on to the story that we accepted a new flight!

So it was a pretty nasty experience. And I'm pretty sure taking money and not refunding our money after not providing a service by claiming we took another flight is fraud.

As it stands now we're going through the PayPal claim process. But I doubt we'll get our money back.

P.S.: If you want some more (disgruntled) reviews. Look up VivaColumbia on tripadvisor. There seems to be no page for VivaAir Peru, instead the VivaColumbia business seems to be used or the entire continent.