2.5/10

    From 77 passenger reviews

    Adriana

    from Canada - August 10, 2019

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Baggage Handling

    • Check-in Process

    • Meals and Beverages

    • Recommend Airline

      No

    In the plane I had to help my daughter clean herself in the bathroom, fortunately I got some shorts and extra underwear on my backpack for her to change. My other daughter in tears from watching her Mom begging and be treated like that in front of many people… All us three very sad to leave Dad behind…
    I think that it was possible for us to be let in from the beginning when trying to check in the luggage….it was very possible, late but possible. Otherwise we wouldn’t even try but we knew all along it was possible for us to check in the luggage at 8am and get in the flight by 8.45am. There are some people that are given the power/authority but unfortunately are not skilled to make the right decisions.
    Very sad and disappointed experience…UNBELIEVABLE!! very humiliating….

    Dominick

    from United States - June 6, 2019

    Flew Business Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    I bought a flight for a contractor who was supposed to work an event I promoted. The contractor no-showed. Nearly 48 hours before the flight, I called and cancelled. They let me “leave the ticket open.” I was led to believe that I could just use that as a credit toward a future flight.

    Two weeks later, I called to arrange a flight for a different contractor, and asked to use the credit. The agent told me that the ticket was ONLY open for the person I initially purchased it for, someone whom I will not book again. I could not purchase a ticket for anyone else, using that credit. I went through the paces with the complaint department. All I got was a canned response saying “the ticket is non-transferrable, but thank you for making us your carrier of choice.” Translation: “You may as well have flushed your money down the toilet, but thanks for letting us keep it instead.”

    There are cheaper airlines that fly out of Mexico, that give you this same level of poor “customer service,” with the exact same quality flights. I will be taking my FREQUENT business elsewhere, in the future.

    Ginette

    from Canada - February 26, 2019

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    Do not trust the boarding time as being the start of boarding, in my experience it is the last 10 min of boarding. Do not trust boards for gate numbers. Ask an agent. We missed last leg of our itinerary of 3 flights Canada to Mexico, because of incorrect gate number on board, boarding time on boarding pass was 10 min before they closed the gate. They close the flight 20 min before departure. (These were not small planes that could possibly be boarded in 10 min) After having missed our last flight, which was 2hrs out of our 12 hr day. They wanted double the cost of our whole RETURN flight, to just do the last leg of our going itinerary. That is bad enough, but if you don’t pay and book with another airline for 1/4 of the price, then they cancel all your return flights. They may have been cheaper, which is why we booked with them. What’s worse Is I feel it is done intentionally so they can advertise low and make up profits in being completely unfair and gouging all while covering themselves in the fine print of their policies.

    Jorge

    from Mexico - November 25, 2018

    Flew Business Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    The cabin staff are Very RUDE. Customer Service was not helpful as they never replied. The aircraft itself is new and resonably clean, seats with regular pitch. The food is not good, they do serve alcoholic drinks in long flights. Don’t expect service or effective handeling of a delay or worst an inflight issue.

    Jodie

    from United States - November 8, 2018

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    Buyer Beware – awful customer service. $425 to ‘change’ our flights. Would not recommend at all

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