✅ Verified Review
| The worst experience with an airline we have ever had! Booked a flight for a vacation to Cancun from SFO departing on 4/29, 11pm. The flight had a layover in Mexico City, then arrive in Cancun 10am 4/30. Needless to say, that didn't happen. Our flight was delayed 45 min, boarded the plane and sat in the plane for another 45min, only to be informed to disembark due to an issue with the plane's cargo door. The time was 12:30-1:00am. We're told that they would inform us every 20min what was happening. We had to inquire ourselves. After another 2hrs, (3:15am), we're informed that our flight was cancelled and we needed retrieve our luggage and await for instructions. All 128 or so passengers waited for the luggage another 45min! (Understanding that at this point, there is only a skeleton crew working at the airport!) Once everyone retrieved luggage, we're told to go to the Aeromexico ticket counter so everyone could be assigned new tickets. We all stood in line for more than an hr without a single movement of the line because there are only 3 windows with three staff members working to help every single passenger! After 1 hour, we hear a person shout out, "Anyone going to Cancun, please head to the Delta ticket counter and they would assist us there". So everyone going on to Cancun are running to the Delta ticket counter with all of our luggage. We had been at the airport for more than 11hrs now. Once at the Delta ticket counter, got in line (now there are people in line checking in for Delta flights) so the line is long. My husband asks one of the Delta agents and they told us we're in the wrong line and needed to move to the "special services" line. So again, moved to this line and waited another 45min before getting to the counter. There was a Delta flight going to Cancun at 7:00am but by this time, too late for this flight. The person assisting us did not know what was going on at all! They booked us on the next flight to Cancun which departed at 8:00am. While we were at the ticket counter, another person who was also being helped, requested a direct flight to Cancun, which they accommodated and it was not even a Delta flight, it was thru United. When we asked if we could do the same, the person told us that he could do this. The tickets he assigned us was all that we could get. We realize what had happened to us was not his fault but he could have assisted us as much as possible. We get to Cancun at 6:30pm and lost a day of our vacation. No apologies, no vouchers, no refunds. The day before we leave Cancun, we try to checkin and it prompts us that we need to contact Aeromexico. Called and we're informed we have to check in at the airport. Get to the airport 2.5hrs early, flight departs at 2pm, get to the counter only to be told, they can not find our etickets in the system. The person from Delta that assisted us, wiped out our return flight tickets. It took another 2hrs with a Delta supervisor helping to get us back in the system. We almost missed our flight.