My wife and I were misinformed by the check-in agent in LAX that our bags would travel from LAX-CUN via MEX without us having to pick them up for customs in MEX. We questioned this but were assured that our bags would travel all the way, no problemo. Also, she tried to charge the pair of us for checking in 2 bags at $50 for the 1st and $75 for the 2nd. She said online it would've been $25 per bag, but we tried checking in online and it said check-in at the airport only, no bag fee. Finally paid $25 each for a 1st bag per person. Our bags did not arrive in CUN and we were told it was our fault for leaving them in MEX. We were told our bags would arrive the 1st AM flight and would be sent to our hotel, also that they would contact us when the bags arrived in CUN to verify we'd be available to receive them. No call, no bags, had to enlist the help of the hotel concierge to take and hour just to get a hold of someone. Only to be told we would have to go to the airport ourselves, which cost about $80 in taxi & atm fees. Lost the day and got treated poorly. Talked directly to the customer service supervisor at LAX upon our return. Haven't heard back in 2 weeks. Demanding a refund.
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