✅ Trip Verified
| Toronto to Cancun. This was our first experience with Interjet, and will be our last. My husband and I had a horrible experience with the check-in process at the Cancún airport. Interjet clearly did not properly staff the counter, nor was your staff correctly trained. It was highly inefficient, and the lack of communication exacerbated the issues significantly. We arrived to the airport at 2:30pm for our 4:55pm flight. We were unable to checkin online for the flight, and were trying to find out if everyone had to wait in the passenger baggage check line, or if it was only for passengers checking bags. We spoke to four Interjet representatives, two said the line was only for customers with baggage, and that we could checkin with the Kiosk. The other two said everyone needs to wait in the line. I speak both English and Spanish fluently, the representatives were unable to provide a clear answer in either language. My husband went to try the kiosk to no avail while I waited in line because Interjet employees could not agree on the process. It is not acceptable in 2019 not to have an online check-in. This is a standard feature in the airline industry, and I am not aware of any other company who does not offer online check-in. The line was moving extremely slow, it took over 12 minutes to check in one person. People from Mexico traveling to Canada were given additional forms upon arriving at the desk, rather than providing the forms ahead of time to reduce the time in the line. Finally, at approximately 4:00pm, they opened a "Toronto only" line. There was no one from the airline to help redirect the lines, it was very confusing, and no communication was given. Other "Canada" lines were handling passengers for other flights that were leaving later, instead of handling the Toronto passengers as a priority. No communication was given regarding whether our flight would be delayed. I checked the website, and it said the flight was departing on time. When we finally made it towards the front of the line, after approximately an hour and 45 minutes, I tried to ask one of the customer service representatives if the flight would be delayed to accommodate the late check-in process. She said the flight would not be delayed, but they would wait for people to check-in. I asked her if she could make an announcement to let everyone know, she told me "No, there are too many people. How would I do that?" I asked her to make an announcement over the sound system, and she said "No, I have already told you what you need to know." She was very rude and unprofessional. Their staff's lack of communication greatly exacerbated the issues with the check-in process. People were frantic, and started cutting the lines. At one point someone cut from the back of the line, people were chanting "¡Fuera!" And the authorities had to come over to the Interjet designated area to try and calm down the patrons. We arrived on the plane at approximately 5:20pm. There was another 40 minute delay waiting for the General Declaration. No announcement was made until almost 6:00pm as to why were were still waiting. Interjet was the only one at the Cancún airport with significant lines. Every other airline was properly staffed and handling their customers at a much faster rate. Their staff's lack of organization, communication, and professionalism caused all of these issues.