Mexico Airport (Benito Juárez): How to connect with customer service

Comments

1. Ana Aida Portillo Gonzalez on August 30, 2017

   Beyond Angry
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   I was traveling with my family, there are 5 of us. We had a United flight with a layover in Houston which got canceled several times until they changed my flight to Avianca from SAL to MEX and American Airlines from MEX to DFW. Baggage was easy to get workers were friendly. We did have problems with sanitation, not even TSA. In my checked luggage I had brought cheese (hard, worth $1,200), beans (uncooked $100), coffee, clothing, wine ($400 each bottle; there were two), handmade pottery ($400), gifts for friends $500), etc. I had checked with TSA they said it was fine to bring these items, I also had previously traveled and had never had a problem with these items. When we got our luggage they had yellow stickers so we asked an employee what that meant and they said we had to go to sanitation so we asked where it was located and the gentleman took us there. They asked what we had in our bags so we told them. They said they would scan our bags so they did then they said they would have to open them, so we opened the bags. We asked why they would have to scan them and they said it did not comply with their standards we responded with “It complies with TSA standards but you may take a look if you like” They started breaking open all the cheese and throwing out our clothes out of our carry on bags we asked if they could be more gentle with our luggage since our youngest daughter (she is 9 years old) was started to get frightened since they kept yelling at us. We asked again why they were doing this and they said we did not register our bags going to the U.S we said we had to change airlines and that we had just gotten our bags and they said it did not matter that they had to be registered with Avianca we explained to them again that on our way to the US we had to change airlines. We are not criminals or animals giving them the right to start throwing everything out of our bags and yelling at us in such way. They told us that we had 10 days to retrieve our items which we already destroyed. My oldest daughter (16 years old) then had a panic attack since they started yelling at her saying that we would have to stay in Mexico since we had no outgoing flight yet. She could not breathe, had strong pain chests, got dizzy, was on the verge of passing out and crying uncontrollably, all they did was laugh and mock her. They refused to hand me her water and continued to laugh at her. Called the airport and every time I explain they hang up or place me on hold and never answer. In the end, we lost over $4,000 in luggage and my daughter felt vulnerable, embarrassed, and very weak.

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2. Ticked off on May 2, 2017

   I was so disappointed that your personal don’t know their directions when it comes to connecting flights also, with most airports, when buying something from a duty free shop; it’s allowed through when your only transferring. I have done to from Europe to England to Canada. Your airport however don’t seem to follow that process… which I find totally unacceptable and totally bogus. Ended up throwing my purchases away, for I had no time to leave and stand in line at the check in counter. As far as I understand, the whole purpose of duty free shops is to purchase something when ur returning home, with out the extra hassle and costs. As long as it’s still on their original bags ., receipts are there. Due to this lack of respect for duty free shopping, for one will encourage people not to travel to mexico, I know own I won’t be that’s for sure, this kind of treatment is disgustingly unacceptable.

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3. Jiku on November 14, 2011

   thanks for the help..the numbers came handy

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