We were not able to check in using app and we're told to use agent at airport. After waiting in line for 45 minutes they quickly fixed it but tried to charge us. After I complained they agreed to reverse the charge. This airline makes the process more difficult than it needs to be. You are really packed in and have limited leg room. I only flew them due to them being the only direct option. The fare was comparable to that of American with a layover and will do that next time.

We recently flew this airline from Chicago to Cancun, with layovers in Leon on the way there, and Mexico City on the way back. Unfortunately we didn't read reviews before we booked and that was a mistake. I'll start with the positives.... - They got us there and back, safely. So for that I cannot complain - I read a bunch of complaints about customer service being terrible. We had to contact them on 3 different occasions and got through right away with no real issues with the actual people we spoke with. IMO, the issues are with the company policy (I'll explain later) - I read complaints about the app not working properly and causing people a bunch of problems. I had no issue with the app whatsoever. Check in was smooth, as well as scanning passports and so on. With that said, I'm on Android and my wife is on IOS. Mine worked great , hers didn't work at all. Maybe that's the issue? Now the negatives.... - Their company policies are absolutely trash. They will nickel and dime the crap out of you. You will pay for EVERY little thing. On the flight back we were given the option to select our seats (for a fee of course). BEWARE OF THIS.... If you select a different seat on the app, you own it. If you make a mistake and select a seat you didn't want, you still own it. If you want to go back to the original seat you had, that's now 2 separate charges. I found this out the hard way, they had our family of 4 (daughters 12 and 9) all sitting separate (probably by design) and I wanted to get us somewhat together. I read the seat number wrong and selected a seat that wasn't going to work. Long story short, $75 later and we still weren't all together. NONE of this is explained in the app. Customer service said, and I quote "there's nothing we can do for you, you have to pay it" so its really not the people, but the company policy being the issue there. - Two of the flights had no in flight service at all, two of them did, for a fee of course. You're not getting ANYTHING for "free". Make sure to bring something to drink or eat with you just in case - It's a Mexican airline, they all speak Spanish with very lttle English. It wasn't really an issue for us, but definitely could be for some. - If you're over 5'8", good luck. They pack you in like sardines. The 2 planes on the way there were horrible, the 2 on the way back were slightly better (and newer) with maybe an inch more leg room. Doesn't seem like much, but when you're 6'4", it matters!! I'm not some big world traveler or anything, but overall this was the worst travel experience I've had in my life. We won't be using them again.

I traveled a lot with this airline and never had issues. You get what you pay for

They have a system. They make impossible to print your boarding pass on phone or computer so they can charge you $15 dollars for them to print. They charge for everything they can all luggage. Kiosk does not open till 1.5 hours till departure which is unheard of. I think they just take advantage of the people traveling on this airline because they make you believe it’s the cheaper fare but in the end you will pay just as much as any other airline or more. Be cautious when flying with them.

Somehow our plane was "overweight" and the flight wasn't even full. To tell you that I had the whole row to myself. So they took some luggage out from the plane. Upon landing there was so much confusion. We have to wait to be called to get our luggage. They couldn't tell us what flight our luggage will arrive in let alone what time or day. We also have no way of tracking our bags not even through the app. Pretty much at the mercy of these guys. If I could give them -5 stars. I would. 🗑 🚮