Orbis From Mexico, joined Dec 2003, 231 posts, RR: 1 Posted (4 months 2 weeks 17 hours ago) and read 3703 times:
AM has implemented a "new" web site. Poor planning and nonsense strategy has left lots of passengers (myself included) making lines at the counter or waiting 45 min at the call center to buy a ticket or to change a reservation. It works poorly here in Mexico. I cannot access the english version. Can anyone confirm if the new version is online aborad Mexico?
Regards
we should live our lives as if we were really alive!!! H.M.
Reality From United States, joined Apr 2007, 290 posts, RR: 0 Reply 1, posted (4 months 2 weeks 6 hours ago) and read 3450 times:
I'm accessing the site from the US now. It looks nice, but you're right there doesn't seem to be an English version. When i go to "Idiomas," Espanol is the only option. The site that I am accessing is the new site because there is an article on it called "Nos renovamos para ti."
"
ElPelon From Mexico, joined Jul 2003, 125 posts, RR: 0 Reply 3, posted (4 months 2 weeks 5 hours ago) and read 3368 times:
PLUS..
-You cannot check a reservation
-cannot check a flight status
-Gives an error messsage, when trying to make a reservation.
-When trying to make a reservation, it doesn´t display all the destinations after you choose an origin city. (even when the routes are possible)
-It makes look AM like a cheap airline.
FLY2HMO From United States, joined Jan 2004, 3827 posts, RR: 4 Reply 4, posted (4 months 2 weeks 5 hours ago) and read 3337 times:
I hope they change "Idioma" and "Pais" to "language" and "country". Every foreign website I've been to has the language option menu in english, or in lieu of that, a flag.
O well hopefully they'll sort things out soon. It is a major aesthetic improvement from the previous version. Heck I'd even say it's among the best looking airline websites out there.
Happiness is just an illusion caused by the temporary absence of reality
LACA773 From United States, joined Nov 2004, 1981 posts, RR: 3 Reply 11, posted (4 months 1 week 6 days 18 hours ago) and read 2874 times:
Quoting N62NA (Reply 10): Is AM a bad airline? I've never flown them and haven't read many things about them.
No. They are not a bad airline at all though they seem to be disorganized with this sloppy new website and going through some sort of identity crisis. I hope they can get this straightened out soon, or give the axe to person(s) in charge of their website.
RICARIZA From Colombia, joined Apr 2005, 2191 posts, RR: 36 Reply 12, posted (4 months 1 week 6 days 13 hours ago) and read 2751 times:
Give it a little time. When AV launched its new website had several problems too. I think in a couple of weeks it will be good enough, hey we are talking AM a major airline, not just any little low cost airline; they will fix it, you'll see.
Fly727 From Mexico, joined Jul 2003, 1775 posts, RR: 24 Reply 13, posted (4 months 1 week 5 days 18 hours ago) and read 2543 times:
Rest assured all of the bugs will be fixed. Combining the resources of different reservation systems, plus customer services, corporate info, etc is a major task which brought together in a website will always leave margin for error.
Try using the comments section and report the bugs. A large company such as AM with a big sales income via internet will definitely fix the bugs and crashes.
Personally, I like it.
RM
There are no stupid questions... just stupid people!
SR117 From Mexico, joined Jun 2000, 434 posts, RR: 0 Reply 15, posted (4 months 1 week 3 days 17 hours ago) and read 2148 times:
I can understand a few bugs and kinks... but this website is practically useless !! You can't check your FF account, you can't redeem miles or check basic info, you can't check your itineraries, you can't price anything but a simple RT, the comments section is full of pissed off people.
And don't get me started on the crappy images throughout the website.. "Experience Comfort" and we have a couple sitting upright in a pair of ancient and generic business class seats?? uggg.. what's going on here? Nowadays when you go to a main site you want glitz ! Fancy lieflats, your friendliest looking cabin crew members, this week's promotional fares, pictures of your new menu, you know, you have to pimp out your product, get that money rolling in.
Who's idea was it to launch a new website that barely offers half of the functionality of the old one? This sort of thing has to make you wonder if a pack of wild macaques is running the airline..
Orbis From Mexico, joined Dec 2003, 231 posts, RR: 1 Reply 16, posted (4 months 1 week 3 days 14 hours ago) and read 2047 times:
Quoting SR117 (Reply 15): I can understand a few bugs and kinks... but this website is practically useless !! You can't check your FF account, you can't redeem miles or check basic info, you can't check your itineraries, you can't price anything but a simple RT, the comments section is full of pissed off people.
And censorship has made its first appearence since all the comments I have left have been "moderatedly" removed. Needless to say, none was ofensive or pointless.
we should live our lives as if we were really alive!!! H.M.
EddieDude From Mexico, joined exactly 6 years ago today! , 4957 posts, RR: 50 Reply 17, posted (4 months 1 week 3 days ago) and read 1865 times:
I saw it briefly a few days ago and I have to rate the look-and-feel of the site a 5.5 on a 0 to 10 scale. As to the functionality itself, I have not tried it yet, so I will defer to those of you who have had the chance to play around with it.
I think a modern airline website must have at least the following functions (for me, that is):
1. Ability to check your FF points, elite status and recent movements, as well as rules and restrictions of the FF program and a list of all partners.
2. Book one-way, round and multistop trips. This should include not only paying for the ticket, but also just making a reservation. At the time of making the reservation or booking, one should be able to see the fare class and the number of miles that can be accrued.
3. Book (in the context of a round or multistop trip), one or more legs in eco and one or more legs in biz. Actually nobody does this!!!
4. Check reservations, make changes to existing reservations, select seats, and change seat selection (including seat maps).
5. On-line check-in.
6. Book flights using FF points.
7. A section explaining the restrictions/characteristics of each class of fare.
8. Updated routemap.
9. In the case of AM, they should also have online sales of their Gran Plan vacation packages.
These are the essentials. Other stuff such as fleet information, special promotions, etcetera, should be available too, but the aforementioned are, for me, the essentials.
Reality From United States, joined Apr 2007, 290 posts, RR: 0 Reply 18, posted (4 months 1 week 2 days 22 hours ago) and read 1789 times:
Quoting Fly727 (Reply 13): Rest assured all of the bugs will be fixed.
Quoting Fly727 (Reply 13): A large company such as AM with a big sales income via internet will definitely fix the bugs and crashes.
Quoting RICARIZA (Reply 12): Give it a little time. When AV launched its new website had several problems too. I think in a couple of weeks it will be good enough, hey we are talking AM a major airline, not just any little low cost airline; they will fix it, you'll see.
Why not fix it now? They must be loosing business? At the very least they are annoying people.
SANFan From United States, joined Aug 2006, 2464 posts, RR: 11 Reply 19, posted (4 months 1 week 2 days 21 hours ago) and read 1737 times:
A new website like this should be in real good shape the day it is unveiled; sure there could be a bug or 2 that got missed in the set-up and TESTING -- hear that AM, TESTING -- and those can be fixed over a few days after it's up and running.
But this is like they threw together some basic, starting platform of a site and are building it and creating it as they go -- while people are trying to use it!
It's been up, what, over a week now yet every reference I see to their destinations/cities served, for the U.S., lists 11: LAX, ONT, SEA, LAS, PHX, DEN, SAT, IAH, MSY, CHI, NYC. Last night I spent a couple of hours trying to come up with a current list of US cities served and I found 17; how long might it be until AM bothers to acknowledge that they also serve the insignificant little markets of ABQ, ATL, MCO, MIA, SAN and SFO? (This is true on their "route" map -- if you want to call it that -- as well as any pull down menu or other list of their destinations that I came across.
I have no idea of the functionality, booking engine, reservation availability, FF program tracking, etc., but, from the posts I've seen here, as well as the blog comments on the site itself, the entire site is a mess and has a lot of people very unhappy...
I'd be real proud of that website if I was the one in charge... (If it were any other carrier, I would probably also be unemployed this week!)
bb
Now available for employment in airline scheduling and planning!
SANFan From United States, joined Aug 2006, 2464 posts, RR: 11 Reply 20, posted (4 months 1 week 2 days 21 hours ago) and read 1715 times:
By the way, I forgot to mention that apparently AM has not issued a Time Table (pdf version of their flight schedule) since April 17, 2009 as that's the one they still have on this brand new website.
Also, I noticed last night that the last press release they issued was back in February of this year. (No news since February, eh?) Today I see a new press release, something about 777s to Buenos Aires, which I can't read because it's in Spanish (on the English edition of the website incidentally!!!!)
It just keeps getting better and better...
bb
Now available for employment in airline scheduling and planning!
FLY2HMO From United States, joined Jan 2004, 3827 posts, RR: 4 Reply 21, posted (4 months 1 week 1 day 19 hours ago) and read 1514 times:
Just as an experiment I tried using the .aero address, and guess what, you can still access the old website and as far as I can tell it seems like its fully functional still for now (the english version is down though)
Smcmac32msn From United States, joined May 2004, 2187 posts, RR: 7 Reply 23, posted (4 months 6 days 19 hours ago) and read 1313 times:
Quoting Jopavon (Reply 14): Just bad timing, they should have waited until autumn, and not change it during the summer season...
It doesn't matter what season its put out in... if it's so glitchy and messy that nobody can use it for 2 weeks *or however long it takes* to work out the kinks, its going to lose them 2 weeks worth of business.
Hey Obama, keep the change! I want my dollar back.
SANFan From United States, joined Aug 2006, 2464 posts, RR: 11 Reply 24, posted (4 months 4 days 2 hours ago) and read 1161 times:
Just for fun, I just looked again at the "new" website. Looks like they've been working real hard; the only change I see is that they have removed (from the English version of the website anyway) the press release -- in Spanish -- posted on or about July 7. So now we are back to seeing no new press releases since February of this year!
And apparently AM still serves (only) 11 cities in the U.S. On the positive side, the map and destinations list DOES have Canada correct - both YYZ and YUL show as being served by AM! (Good job!)
Maybe in December I'll check the website again; the scary part is, I wonder how many other customers of AM feel the same way?.... Take your time, webmaster at AeroMexico: there's apparently no hurry to turn your site into something functional and even remotely up to date!
bb
Now available for employment in airline scheduling and planning!
Olli From Mexico, joined Mar 2001, 198 posts, RR: 0 Reply 26, posted (4 months 3 days 20 hours ago) and read 998 times:
I agree with everyone that is pissed with their website. All i can say is, shame on you AeroMéxico.
The worst part is the they say that a bunch of people from different countries have been working all together for over a year in order to present their new website. Over a year for that? I really don't know who to fire first, Conesa, the people who were involved building the site, or the people who gave the OK to release it.
Orbis From Mexico, joined Dec 2003, 231 posts, RR: 1 Reply 27, posted (4 months 1 day 17 hours ago) and read 826 times:
Quoting FLY2HMO (Reply 21): Just as an experiment I tried using the .aero address, and guess what, you can still access the old website and as far as I can tell it seems like its fully functional still for now (the english version is down though)
At first I was very excited about this finding. It has however lots of limitations, starting with a very long response time. It took a long to load, but I could check my mileage the oldfashion way.
I was not able to complete a purchase though.... (well I haven´t been able to shop even at the "new website")
OTOH, since last week, almost every AM flight to/from MEX have had severe delays. Two days ago my flight from GDL to MEX departed 1 hr late. Today, my flight from OAX to MEX departed 3 hrs late. Then, GDL-MEX almost 2 hrs late. In both cases, my luggage didnt arrive with me.
we should live our lives as if we were really alive!!! H.M.
EddieDude From Mexico, joined exactly 6 years ago today! , 4957 posts, RR: 50 Reply 29, posted (3 months 3 weeks 5 days 1 hour ago) and read 419 times:
I tried Sunday evening and Monday morning to book a ticket. OMG! It is a terrible website. First, the stupid website won't allow for accents or dashes or anything like that... so I thought I could live with that. But then, right when I was ready to book my flight and pay, I got a message saying there was a momentary problem with the system and that I had to try again. I tried again three or four times to no avail. That was Sunday night. By the time I could get ahold of a sales agent on the phone early Monday morning, the rate and scheduled that I had tried to book only a few hours earlier was of course gone and I had to pay more. It did not matter that I offered to e-mail or fax the copy of the screen with the error message and the quoted rates and schedules. They said that they knew their website was having a lot of issues because it is new, but that while those issues are solved, the customers just had to live with it and there was nothing they could do.
And it doesn't end there. I ended up booking via phone later on Monday (after having to change my planned dates and destination of course). American Express kind of preemptively blocked the charge (presumably because of the multiple failed attempts via the AM website), so I called American Express to pre-authorize the charge. I then called AM again to let them know that American Express was ready to take the charge, and the AM people took about one hour and a half to bill me for the ticket, and would not comply with my request to be transfered to a supervisor.
I am not just mad at AM for the website, but also for their call center people... they offered to call me back in 15 minutes to confirm my booking and they never did; one agent offered to e-mail me my itinerary and the next one I talked to said they had no e-mail capabilities; one agent offered to transfer me with a supervisor or quality control officer and the next one I talked to said that was impossible and sent me back to the switchboard because he said he could not have me on the line for so long. What the $&%! is wrong with AM? I am really mad.
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