My name is Edna Vazquez, and I bought a ticket flight for my mother flying from PDX (Portland, Oregon) to SFO (San Francisco), and from SFO to GDL.
My mom's first flight departed at 7am in flight 663 on November 28th, form PDX to SFO.
In PDX before arriving the planes door, Alaska Airlines Flight 663 checked-in one of my mother's little suitcase and they told me she would recieve that in Guadalajara.
My mom doesn't speak English at all, so I asked for assitance for her in SFO's airport to help her board her flight with AeroMéxico.
In SFO, my mom asked one of your employees (A lady I do not have her name, but this is the reason I'm writing to you) working on Nov 28th, at 11:30am at the check-in desk that morning for flight #8411. My mother asked her if her suitcase would be sent to GDL, and her answer was that the suitcase was in SFO's airport Baggage, that the plane was leaving in 15 minutes and that she had to options "to lose her suitcase there or to lose her flight". I mean, without any bias from my part, this employee should be on your sight to be fired for her terrible customer service skills, and for causing that stress to my mother. My mom insisted if she could get help, and your employee told her that "She couldn't do anything about it, that it was not of her business". Besides that, my mother said there were other people and she would just answer rudely to other customers.
It's a shame that our own Mexican paisanos treat us like this to your own paisanos. I don't know what that is, but happens a lot in this work positions often, I wonder why. I also, don't want to remain quiet about this, this should be treated.
It hurts to know that my mother was treated this way, and that this employee might reamin there treating other people this way.
Hopefully my letter to you will do something about it. I thank you for reading this letter.
I paid Volaris extra to use the CBX bridge. They ate that money because our boarding passes did not have the information and we had to pay again. On the way home the Volaris agent insisted we had to pay the Mexican immigration tax as foriengers. However, Mexican law only requires it after a week and we were there for only four days. Then another Volaris agent said my aunt couldn't fly within Mexico with her Mexican ID. He insisted she needed a passport. This airline is either completely incompetent or robbing people. They don't even offer you water on a three hour flight.
That the airline overbooked the flight by a lot and several people weren't able to fly when scheduled. This is a very irresponsible practice. We were lucky we were not in any hurry to get to our destination and we volunteered to flight whenever available, however, it is not professional and it is very disrespectful of people's time.
Very friendly and efficient crew got us to GDL ontime.
Like most airlines, Volaris does not give you anything for free except a ride to the next airport. They offer junk food and sugar water that you can buy if you want that.
We started boarding several minutes late but that was ok as it was very slow coming through security. We made up the time (I suppose in air) as we arrived at the gate on time.
Volaris offers transportation to and from airports and if you want more you have to pay for it. We don't need snacks, movies, wi-fi, etc so we are fine not paying for them.
It would be good if Volaris would offer water without making a big deal about it. They will sell you a bottle of water but they should bring everyone a free cup of water on the flight to help deal with the dryness of the air.
Also the seats, like on most airlines now, are very cramped. So please be mindful when you recline. On this flight a woman seating in front of me reclined her seat and just about took out both of my knees. She seemed offended when I told her what she had done and asked her to look before reclining and give the person behind you warning. I didn't mean to offend her but she needs to be aware that taller people have their knees up against the seat of the person ahead of them. So if that person reclines it is going to hit the knees. So please be mindful of this space limitation when you are reclining.
The flight was expeditious and the flight crew was well organized. overall, it was a pleasant experience.
The meal provided seemed wholesome enough for an omnivore, however, a vegetarian meal alternative was not on the menu. It's perhaps a minor inconvenience because the flight was 4 hours long. Perhaps it's too much to ask for but It would be nice if the airline would consider the dietary needs of vegetarian or vegan passengers.
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