Review Time
Warning: Prepare for Unpleasant Surprises! Beware of the baggage overcharge scam on flights between popular destinations. Longer rant:
Not to be overly dramatic, but a significant portion of our vacation was consumed by issues with this service, culminating in a frustrating experience at the airport. We booked our flights through a third-party platform — a mistake in hindsight — which didn’t allow for baggage purchases. I thought it would be fine since we travel light, and I planned to buy baggage later through the airline’s app. Unfortunately, that was problematic. Initially, there was no option to add baggage at all. Assuming it was a glitch, I reached out to support. The official ticket went unanswered, the chat bot was unhelpful, and I only received a response through social media. Quite outdated. After some exchanges, I learned this was not a glitch — they simply don’t allow baggage purchases through the app for certain flights, and it must be done at the airport. The website suggested a fee of around $20, but support casually informed me it would actually be closer to $100 due to outdated pricing. Essentially, go to the airport and get charged heavily. At the airport, the atmosphere felt chaotic. Two frustrated staff members were yelling and creating a scene. Unsurprisingly, we were told we could not buy carry-on (despite the flight being half empty with plenty of overhead space) and could only purchase checked baggage — for a steep $200. That’s in US dollars. Our bags fit perfectly in their size box, yet the staff was still displeased due to minor items in my coat pocket. Other travelers had worse experiences: some had prepaid for everything yet were charged $200 to bring a guitar, which was nearly taken from them at boarding. The catch? This is the sole flight to the destination, so you’re completely at their mercy — and they seem to set arbitrary charges. Coincidentally, it appeared that only certain passengers were being targeted for extra fees. To make matters worse, the day before our departure, we received a notification indicating a 9-hour delay. Google confirmed this, but it turned out to be false. Instead, the flight was moved up by 15 minutes with no notice. Kudos to our taxi service for being adaptable and patient as we shuffled our plans.
Fraudulent Experience! At the airport check-in in Cancun, a woman approaches you in line, asking about your luggage. She claims that since the flight is a charter (which is not indicated anywhere), you must check in your luggage. They pressure you into purchasing a duffle bag for $35, which they sell on-site, and then demand $200 or €200 to ship it. They only accept cash, of course, and provide you with a worthless note they call an invoice. It's clearly a scam, and you're forced to comply because she collaborates with the check-in staff. Completely absurd.
Fraud Alert! At the airport check-in in Cancun, a woman approaches you in line, inquiring about your luggage. She claims that since the flight is a charter (which is not mentioned anywhere), you must check in your luggage. They coerce you into buying a duffle bag for $35, which they sell on-site, and then demand $200 or €200 for shipping. They only accept cash, obviously, leaving you with a useless note they call an invoice. It's clearly a scam, and you're compelled to comply because she works with the check-in staff. Completely ridiculous.
Reservation Issues. The airline staff cannot locate my reservation. Check your calls to the provided number. I can't change my flight. What should I do? Go to the embassy? Who can I report the agents to? This isn't how you treat customers. I'm seeking help from journalists.
Avoid This Airline! We arrived early for check-in, with two couples traveling together. The first couple went through without issue, while the second was told the flight was full. Our flight to Mexico City was around 1 PM, and we had a connecting flight to Heathrow at 9 PM. The airline offered the second couple a 10 PM flight, which meant missing the Heathrow connection. When we explained this to the staff, they merely shrugged and suggested trying another airline. The couple managed to get tickets on another airline with no assistance from the staff, costing over £500. Since returning home, the airline has refused any compensation. There should be a governing body to oversee airlines that overbook flights; they should lose their licenses. We suspect the issue arose because they sold our tickets to someone else who paid extra for luggage.
Name Issue with Ticket. I booked a flight and realized the day before my trip that my first and middle names were combined (no space). Thinking I had made a mistake, I called customer service. They informed me it could only be fixed for $70. What they failed to mention was that the airline automatically removes the space when processing tickets. It wasn't my error; it was their system. Yet, I still had to pay extra. This feels like a deceptive fee. Instead of aiding customers with a system issue, the airline profits from it. They should warn customers during booking or fix the software. I will avoid this airline in the future and advise others to do the same.
Last Flight with This Airline. It was my first and last experience flying with them. A 5-hour flight in the most uncomfortable seats imaginable! They canceled the previous flight, and despite paying for a window seat, there was no availability on the next one! There was a typo during registration, and changing it has been impossible. Self-transfer was a joke; I had to manage it myself. Goodbye!
Unpleasant Experience at Airport. The staff at the Cancun airport were incredibly rude. They demanded additional paperwork and permits to travel within Mexico that are not required. When we sought clarification, they refused to explain why we needed them. We provided our passports and a notarized letter since my son was traveling with my mom, but they deemed it insufficient. The documents they requested were for a minor traveling alone with Mexican citizenship. My son is a U.S. citizen and was not traveling alone, so we saw no need for that. They made threats to my mom.
Credit Card Issues. My partner applied for a mileage card and received no updates for several months. Suddenly, we were informed the card was being delivered. We spent two hours on the phone trying to activate it, only to be told we had to do it at the bank. After 45 minutes at the bank, we still had to wait 48 hours for activation. Then, the airline refused to honor the perks that came with the card, leading us to cancel it. I'm unsure which company is worse.
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