Mexico City - Cancun Flight Reviews

Most Recommended Best Value for Money Best Customer Service
Mexico City-Cancun route
Aeromexico
Aeromexico
Volaris
Global
Aeromexico
Aeromexico
Aeromexico
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Mexico City
Cancun
Aeromexico
Global
15.8 total score
15 reviews
0% Recommended
13% Value for Money
1.1/5 Customer Service
Mexico City-Cancun route
13.3 total score
2 reviews
0% Recommended
0% Value for Money
1/5 Customer Service
Volaris
Global
14 total score
8 reviews
0% Recommended
0% Value for Money
1.1/5 Customer Service
Mexico City-Cancun route
18.7 total score
1 review
0% Recommended
0% Value for Money
2/5 Customer Service
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Sun, 08/09/2015 10:17 PM
CUN » MEX
From Cancun Airport (Cancun) to Juarez International Airport (Mexico City)
1 out of 5
Aeromexico = Delays and Poor Customer Service
I have held my tongue regarding Aeromexico until now. Yesterday was the last straw! I have been traveling Aeromexico for 20 years. When Mexicana existed, there was some good competition for Aeromexico, which kept it somewhat in check. But since Mexicana went out of business, and Aeromexico dominated the air travel within and from Mexico, their service has diminished into outright irresponsibility. They could not care less about their travelers (this does not apply to the in-flight personnel, as they are always pleasant and helpful). Nor do they much have to, I suppose. They have a few competitors in the market currently: Interjet, Volaris, VivaAerobus and the newest being Tar. While those of us who live in Mexico welcome ALL of these competitors, the fact remains that each of them have their own idiosyncrasies, including flight times that are usually less than ideal for anybody other than a retiree who can be at the beck and call of an airline. The competition´s rates, however, usually are far superior than Aeromexico´s. Their equipment is also excellent, with new and comfortable planes. That said, it is not as convenient many times to travel the competition. So we are left with the old dog of Aeromexico. Well, this old dog needs to learn some new tricks, ESPECIALLY in the area of customer service. In the past two years that I have flown Aeromexico, I cannot think of a SINGLE flight that has been on time. This includes their clever ability to change flight times in advance, and then say that they are ¨a tiempo¨ or on time. Sorry kids, that does not count. That´s just reshuffling the deck. This happens regularly. The first flight out in any given city is a relatively safe bet, although not always. After that, it´s as good as playing roulette with their schedules. I complained yesterday, without having exact stats in hand, that I could not recall a flight in two years that had been on time. Now, with some stats in hand, let´s check how well I did. Flightstats.com shows that in the last month alone in the most active routes Aeromexico services, not only was NOT ONE flight on time with Aeromexico, but the best rating they had was from Miami to Mexico City at 92% on-time percentage. The worst? Mexico City to Chicago at 72%! But the spread of delays is remarkable. Anywhere from an average of 11 minutes to over 8 hours … you heard me … 8 HOUR delays! That´s just within the country from Tijuana to Mexico City. Flightstats states for July, Aeromexico was on time a whole 79% of the time. Well, hallelujah. Interested in how well they did for the rest of the year? January (ranked 4th in Latin America out of 7 airlines), February (ranked 5th out of 8), March (ranked 7thout of 8!, this behind Azul Airlines, which is a budget carrier out of Brazil), April (DEAD LAST!), May (5th out of 6), and June (7th out of 8). SERIOUSLY!? It seems obvious from this that given that they are the largest airline in Mexico and yet they are ranked so poorly with their Latin American fellows, that they really do not care about customer service, at least not on-time performance. Since in July, they were also 7th out of 8, that is 4 months out of 7 that they were either last or second to last in on-time performance in Latin American carriers. And who pays the price? The customers. And what do we get in exchange? ¨Well, that´s the way it is¨, or ¨That is our policy¨. Your policy is shameful, Aeromexico and these stats prove it! How does it affect the passengers? I´ll tell you. My flight from Cancun was delayed just under an hour. Yet my connection from Mexico City was a whole 55 minutes. My bags were being checked all the way through to my final destination, but even with that, the airport in Mexico is huge and in the event we had any unusual delays (imagine!), then it was entirely possible that I was going to miss my flight. So, Cancun decided that it would be best if they booked me on the next flight from Mexico City outbound, which was a full 3 hours and 10 minutes LATER. This put my arrival time in my home destination at nearly midnight, when I should have been in at about 8 pm. So now I get the pleasure of having dinner in the Mexico City airport. So the flight was changed, and bags rerouted to be on that later flight as well. As luck would have it, we made record time to Mexico City and as I walked past the departures boards, I noticed that the flight to my home was just now boarding. However, I could no longer catch that flight as (i) the reservation had been formally changed in Mexico City and they would not allow me to board my original flight under any circumstances and (ii) my bags now were on the later flight no matter what … they certainly would have never made it on the flight that was boarding. So I was now stuck in the airport in Mexico City. But alas, I had a voucher for a grand total of $200 pesos (about $12.50 US) that I could go on a wild spending spree in Mexico City and have dinner. Woooo! I know Mexico City airport very well, especially Terminal 2 which is controlled by Aeromexico. I had asked in Cancun which restaurants I was restricted to for use of this lovely apology voucher. I was told there were no restrictions. Well, since the airport has 3 places that could be called restaurants, Wings (think Denny´s), Alfa Bar (whatever is less than a Denny´s) and Chili´s. OK, not gourmet by any stretch, but at least restaurant-ish. Everything else is a coffee shop or a snack stand (glorified 7/11s). When I went into the Chili´s, I was told unequivocally that they did not accept the vouchers on their face value. Even though mine was for the grand sum of $200 pesos, I could only claim a 25% discount on any meal item. Well, since I had no intention of spending $800 pesos on a meal in Chili´s, I just got screwed on my voucher from Aeromexico. So, off to the ¨Customer Service¨ (hahahaha) department of Aeromexico. ¨Yes, what can we do for you?¨ What an empty greeting. They had no intention of doing anything for me other than spewing the company protocol. I explained the circumstances, including what I had been told in Cancun. ¨Well, there must have been a misunderstanding.¨ You bet there was. I got a $200 peso voucher which is worth 25% of whatever I eat, which means about $50-$75 pesos. ¨Well, here are the TWO ¨restaurants¨ that you can use the voucher¨. Again, these were the prepackaged sandwich stands in the airport. ¨Um, sorry, you have stranded me in Mexico City for 3.5 extra hours. It is going to be the middle of the night before I get out of here. I expected to have a dinner, not a cold bologna sandwich for dinner. Honor your $200 peso voucher for ¨ANY¨ restaurant as I was told. ¨I´m sorry sir, but these are the two ¨restaurants¨ that are authorized to accept your voucher.¨ Well, of course they are. Why? Because they are providing a deep discount to Aeromexico for the pleasure of being an authorized representative and people are only using maybe half of the voucher to begin with, as the food is a snack, it is not a dinner. So in the end, you aren´t really paying $200 pesos, only a fraction of that anyway. Well, you can imagine that this went on for about 5 minutes to absolutely no reasonable solution. I returned to Chili´s to accept their generous offer. When I spouted off how much I hated Aeromexico and how I had just been screwed ONCE AGAIN by Aeromexico, the surrounding tables and the waitress laughed in agreement. They all nodded, even though they were not necessarily in the same boat, they had clearly been in it once or more. Thank you Chili´s for the gracious discount. I do appreciate it. And your staff went out of their way to make sure I was calm and happy and had a pleasurable dinner and experience. I then proceeded to the VIP lounge of my beloved airline. Oh, I didn´t mention that I was flying FIRST CLASS and paid $800 USD or nearly $13,000 MXN Pesos for this privilege? Oh yes! I proceeded to consume as much as possible to attempt to recoup some of the remaining value of my voucher. Sadly, I don´t think I got anywhere close. Further complaining to Aeromexico would have done absolutely no good. Why, you ask? Their philosophy is a simple one. They don´t care. They are the largest airline in Mexico. They have a lock on certain markets. They have a virtual lock on many of the best flight times and routes. They don´t NEED to have customer service, because you HAVE to fly with them if you want to be in a particular destination or business center at a particular time. Since there is competition, you cannot properly call them a monopoly. But since monopolies don´t care about customer service because they do not need to, you can consider them a virtual monopoly as they have the same sentiment and belief. ¨Everybody will come to us because at one point or another they will need to.¨ Aeromexico, as a loyal and avid client of yours for 20 years of my life, I say this to you in earnest … YOU SHOULD BE ASHAMED at how you treat your clientele! Your customer service lacks sincerity and you lack integrity. One cannot believe what you say from your flight schedules, to the customer service, to empty apologies. Your competition is working hard to beat you at the airline game. I for one am going to do everything I can when I fly to support them in their effort as I doubt I could do any worse. Your mistreatment of clientele in situations like this is insensitive and deserves absolutely no reward. I welcome the next wave of competitors who come into the market to show you how customer service works and may they be remarkably successful in their efforts. For the rest of you thinking of traveling within Mexico via air, here are the websites for some of the OTHER major airlines to choose from: VivaAerobus – www.vivaaerobus.com Interjet – www.interjet.com.mx Volaris – www.volaris.com Tar – www.tarmexico.com If you HAVE to fly Aeromexico, be aware of the above and that you will get absolutely no satisfaction for complaining, only the standard corporate platitudes. So, flyer beware! Safe travels!
Recommended: No
Value for money: No
Customer Service: Very Poor
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Wed, 07/23/2014 09:59 PM
MEX » CUN
From Juarez International Airport (Mexico City) to Cancun Airport (Cancun)
1 out of 5
Hassle, not worth it.
My husband and I went to Cancun for our Honeymoon. We flew united all the way down to Mexico City with NO problems. We fly Volaris into Cancun and we pick up our luggage. Volaris decided to inspect our big suitcase which I don't mind them doing, but I do mind then ripping the entire zipper off in doing so, leaving our luggage to where we can not use it again. So, while in Cancun we had to buy a $100 suitcase to use since they broke ours. That is US dollars not pesos. We tried to see if Volaris would help us and their reply was let us see what we can do and then someone said they would replace the suitcase and then the final person said no, we were just out of luck. I know in the US if the inspection people broke our luggage they would have no problem helping get us a new suitcase, but seems like no one had the desire to help us with an issue that was Volaris' fault. I am so disappointed in this airline we will NEVER use this service again. They did offer to give us 300 pesos towards another flight, but we never fly down in Mexico, so that option was kind of pointless. I am just so frustrated with the situation and I feel like a company like that should have more options when they are the ones that messes up! If you use Volaris, be careful because if they ruin your stuff they will not be willing to help you out. I would hate for you to be in our situation. We had to use our honeymoon money to fix what they broke! Ridiculous if you ask me. Unsatisfied customer. Michelle Cruz
Recommended: No
Value for money: No
Customer Service: Poor
Wed, 01/25/2012 01:34 AM
LAX » MEX » CUN
From Los Angeles International Airport (Los Angeles) to Cancun Airport (Cancun) via Juarez International Airport (Mexico City)
1 out of 5
WORST AIRLINE EVER!!
Over 2 months ago I flew with aeromexico and upon my arrival in cancun I noticed that my luggage was broken into and that many of my personal items were stolen out of my luggage. AEROMEXICO HAS THE WORST CUSTOMER SERVICE EVER!! Don't even bother trying to call them to get a refund, don't bother emailing either because they will never email you back. This is what I have been going through for the past 2 months. I finally thought it was over when 2 weeks ago I finally spoke with somebody in the claims department who would be processing my refund. He took down my information and my credit card information and said that I would be receiving a confirmation email that day about the transaction; I never received an email. A week later I call and was told that I would have to give the claims department another week before I received my confirmation email. Today I call and customer service has no idea what I am talking about, my file/case # still says that my case is still under review. Completely ridiculous, unacceptable and much more that is too inappropriate to type out. Do they care? NO!!! I have to call back next week to get a status on my claim.
Recommended: No
Value for money: No
Customer Service: Very Poor