[yabadabajudith]

On July 20, 2008, I was in line to check in for Mexicana Airlines flight number 146 from Zacatecas, Mexico to Oakland. It was immediately apparent to me that the situation at check in was extremely chaotic. There were long lines and only 2 attendants helping out. It took me close to 2 hours to get from the back of the line to the counter. When I arrived at the counter I was helped by employee number 37712 Marco Antonio Reyes de Santiago. He proceeded to inform me that the seats that I originally booked were given to someone else and that my child and I would have to be split up. I immediately expressed my discontent and told him that this airline was a complete disappointment so far. I then informed him that I had never had this happened at other airlines. I had actually booked the tickets through American Airlines. The employee then did something inconceivable. HE TORE UP THE BOARDING PASSES RIGHT IN MY FACE . He then told me that if I thought it was an utter disappointment, I did not have to fly with them and went on to help the next person in line. After he finished helping them he then asked me if I would retract my statement, if I didn’t he would refuse to help me. I told him I wanted to speak to a supervisor and he told me I was speaking to him. He said that if I didn’t retract my statement, he would not help me. He left me standing there for a while and right before my flight was about to leave, he gave me my boarding passes. He did this because he knew there was no other airline or flight I could take back home to the Bay Area.

I am absolutely astonished that Mexicana would have an employee with such little customer service etiquette as the face of their airline. I have never in my life been so humiliated. My 11 year old son is extremely affected by the ordeal of seeing his mother treated that way and of almost missing our flight.

The attendant obviously doesn’t understand that everyone is entitled to their opinion. If I felt that Mexicana airlines was a disappointment, it is my opinion and the correct course of action would have been to offer his apologies and provide me with a number where I could open a complaint. Instead he got aggressive, intimidating and right down rude.

I've written an email to Mexicana and have faxed them a letter. I have also written American Airlines to make them aware of what happened at one of their partner airlines.

[Pat]

The airlines customer services are trained not to care and are trained to do nothing about it. These days with the internet it is very easy to find the email addresses for CEOs and Chairmans. Email them your complaints. Let them know you are not happy with the job they are doing. Let's give them something to think about other than their bonuses.

[lmhhike]

I had a round trip flight between Mexico City to Cozumel mid August 2008. I was overcharged for excess baggage. They charged me 150 pesos for every kilogram overweight. According to their web site, the charge should have been 125 pesos. I am disputing the charge on my Visa card.

[The_Judge]

Originally Posted by Pat

The airlines customer services are trained not to care and are trained to do nothing about it.

Yes, Pat, you've found us out. Damn. Now what are we gonna do? I was the instructor for that class. We normally have classes on teaching the computer system and safety and such which are only a week long but the training you spoke about is a full month long cuz we want to get it right.

What a silly thing to say that airline staff is "trained" not to care. And how broad of a statement it is. You say airlines (plural) so I guess you mean ALL airlines then. What a ridiculous statement! I'm glad I retired cuz people like you (and there's lots of 'em) make me ill.

The Judge

[Etihad Representative]

Pat,

I believe that if all customer service staff are "trained to do nothing about it", then what about all of the customers who complain and get satisfactory replies? Believe me when I say that as customer service staff, we do all in our power to help, I am not stupid enough to think that these things dont go on, and am by no means saying all customer service staff are perfect, but i believe that to be a bold statement, judging by the amount of airlines operating and the amount of happy passengers that travel on a daily basis.

Judith,

I believe the staff that checked you in was in my opinion, not worthy of his job! there is no situation that requires a reaction of his magnitude. I hate to see this kind of disrespect, and do hope that you never have to experience this treatment again ... ever.

[Eagleguy]

All the complaints on here are from the passenger's point of view. So of course they paint a perfect picture of how they acted at the airport or in flight. They neeeeeeeever did anything wrong. If I were pushed hard enough I might tear up your boarding passes too...

http://us.cnn.com/2008/TRAVEL/10/14/...ice/index.html

[uvwx726]

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[WorldIsMyHome]

Originally Posted by lmhhike

I had a round trip flight between Mexico City to Cozumel mid August 2008. I was overcharged for excess baggage. They charged me 150 pesos for every kilogram overweight. According to their web site, the charge should have been 125 pesos. I am disputing the charge on my Visa card.

I had two similar problems with Air Berlin. I tried to dispute the charges with my credit card companies but they refused saying that since I was present at the point of sale and signed the slip, they can't dispute it. What did your Visa company tell you?