My complaint:
Originally our plane was to Guadalajara to Houston with a connection in México City.
First the flight was delayed which made our connection impossible to reach on time, forcing us to reschedule a different flight. We had to go pick up our luggage and go to the back of the long lines in the front desk. Once we reached the front desk, the Aeromexico staff gave us another flight as a waitlist person for a flight that departed in 20 minutes. Once again we went through all security as fast as we could and ultimately got denied entrance because there was no more room available in the flight. For a third time we had to go through the whole procedure once again and this time we got a flight with a connection in Mexico City, but the plane arrived to Mexico City super late which made us lose our connection despite the fact that we were running our assess off through the airport. From here we had to stop at customer service and they indicated that there were no flights available for that day, forcing us to stay the night in Mexico City. Before leaving to the hotel we had to go pick up our luggage which was a nightmare in it of itself. It took more than an hour for them to deliver our luggage and the lady assisting us was just incompetent and unfriendly. After finally receiving our luggage, we headed to the hotel and the next day we had to repeat the cycle all over again but this time the trip went smoothly. It’s just sad that we were given 3 flights in one day that never worked out and forced us to be running like maniacs in the airport for nothing. It was stressful and exhausting. To make matters even worse, one of my sons had a muscle injury which was aggravated further due to all the crazy fast transitions in the airport. Even though the hotel was paid for and we got vouchers for food, it didn’t accommodate the conflicts that arose due to these changes in schedule. My husband had to modify his schedule and miss work as well in order to pick us up. He had already driven to Houston from Austin where we live but after knowing we couldn’t get there that day he had to drive all the way back and my sons even missed important meetings at the university. I hope this never happens again and we suggest that when there are connections with a flight that has limited time, give priority to the people that have this limited time so they can make their next flight on time. Thank you for your comprehension.
Suggested solution:
The complaint could be resolved by getting a full refund or providing us with another set of flights.
