Aeromexico — Issue with missed connection. Poor customer service.
We arrived in Mexico City via Aeromexico Thursday morning on March 2, 2017. We spoke to a woman at the ticket counter and she said our flight landed at 5:21 AM. Although we may have touched down at that time we did not reach our gate for an additional ten minutes on the runway. After deboarding the plane by 5:40AM, waiting through customs and baggage transfer, and continuing through security, we arrived at our connecting gate at 7AM, ten minutes prior to our flight time. The connecting flight was scheduled for 7:10AM. Flight number 0140. We were told upon arrival that our plane had LEFT EARLY and we had to reschedule.
When trying to reschedule, we were charged 862 USD for penalties, rebooking, and fees. When we asked to speak to a supervisor, the woman at the ticket counter refused to call one and said that a manager wouldn't tell us anything that she hadn't told us already.
When we questioned missing our flight because we were not given enough time to get through customs, she said the airline policy is to give 1 hour and 45 minutes to make a connecting flight. Arriving at 5:21AM would mean we'd have until 7:06AM to get there. When we arrived at 7 we were told our plane was already gone.
We understand the need to be to the gate early, but we were absolutely not given enough time between flights to do so, and according to this company's own employee, we were not given the 1hr and 45 minutes we should have had to make it to our connecting flight. We should not have had to pay over 800 dollars to move to the next flight when this was clearly an airline issue. Between the late arrival because of time on the runway, and the connecting flight leaving before the scheduled time, we are extremely disappointed with the service we received last week, and would like to know what we can do about reimbursement.
We used Aeromexico four times within the last week and otherwise enjoyed our flights. (All of which, we noticed, continued boarding passengers into the last 10 minutes before the flight time.) We'd love to continue traveling via this airline but absolutely need to have this issue resolved prior to considering any further travel with or reccommendations of Aeromexico.
My original flight was 0665 from San Francisco, CA at 11:01 PM on March 1st, 2017.
Our connecting flight was 0140 from Mexico City to Puerto Vallarta at 7:10AM on March 2nd, 2017.
***I sent the above email to customer relations with no response. After sending it again a week later, they responded basically stating that it's actually a 1 hour and 15 minute window (a 30 minute difference from what the employee in Mexico City stated) given for connecting flights in order to be rebooked without penalties. So since we had 1 hour 39 minutes, while still taking their delay and early departure into consideration, we will not be reimbursed. However...they sincerely apologized for the inconvenience. Which means nothing to my credit card bill. The lack of concern and lack of effort to correct their own issues started that day in Mexico City and continued until today. I will not be flying with or recommending Aeromexico from this point on.***