SAN BENITO – More than six weeks ago, Viola Horobetz saw her luggage for the last time.

She was headed from Reynosa to Cancun by way of Viva Aerobus, a Mexican airline.

Horobetz packed a lot in case she would stay longer than her planned eleven-day trip. Her new suitcase never arrived at the Cancun airport, she said.

She followed up every day.

"I had no clothes to wear. I lost my teeth," Horobetz explained.

She says her dentures, which cost her $1,600, were also in the luggage.

"Took me all day to search for my medicines," she says.

She returned to Reynosa and then to her home in San Benito six weeks ago.

Her main complaint is she paid extra money to Viva Aerobus for luggage protection in case her bag is lost or stolen.

Horobetz says she attempted calling but says no one answers.

CHANNEL 5 NEWS tried calling Viva Aerobus.

At first, on the main customer service line, we indicated we had a luggage issue and the line went silent.

It happened several times each time we made an attempt.

We later found a direct luggage line.

A representative said he could not discuss the issue with someone who isn't the passenger.

He said Horobetz would have to call herself.

"Be aware that when you're dealing with things of this nature in another country, you are pretty much at the mercy of whatever that company offers to do for you," says Dolores Salinas, president of the Better Business Bureau in Weslaco.

She also suggests looking into travel insurance based in the U.S. next time you go abroad.