Vuelo's AI assistant is new and still learning, so during this Beta period you might occasionally find it doesn't respond the way you expect, or seems to stop you from moving forward with a booking. Here's what to try.
Note: The AI assistant is currently in Beta, so hiccups like these are expected from time to time as it continues to improve.
1. It's taking a while to respond ⏳
If a search or result seems to be loading longer than expected, give it a moment. If it's been a while with no change, try rephrasing your request or sending it again.
2. It doesn't seem to understand or remember what you told it 🔄
If the assistant asks something you've already answered, or shows results that don't match what you asked for, try putting your full request in one message, destination, dates, and traveller numbers together rather than adding details one at a time.
3. It's not showing you any options 🚫
If nothing comes back after a search, or nothing changes after you refine your request, try broadening what you've asked for. You can also use the standard search screens in the app at any time as an alternative to the assistant.
4. It won't let you move forward with your booking ⚠️
If the assistant seems stuck on a step and won't progress, try closing the app fully and reopening it. Your search won't be lost, and you can pick up where you left off. If that doesn't help, switch to the standard (non-AI) search and booking screens, which work exactly the same as before.
5. You'd rather speak to a person 👋
If Voya ever gets stuck a prompt will automatically appear offering you to chat with an agent during business hours for support. You can also ask the assistant to put you through to support at any point, tap the chat icon to reach a member of the Vuelo team directly, or email [email protected] if you'd rather contact us that way.
Quick Tips 👇
The standard search screens are always available as a fallback - the assistant is an additional way to book, not a replacement.
Being specific and giving all your details in one message (destination, dates, travellers) helps the assistant get it right the first time.
If you hit the same issue more than once in a session, contacting support is the fastest way to get it sorted.
Need help? 💜
Chat with us anytime through the Vuelo app, or email [email protected]; we're always here to help you get booked smoothly.