The Cuban singer-songwriter Frank Delgado missed a flight from Mexico City to Havana operated by Aeroméxico on Monday and reported in a lengthy message on Facebook the lack of assistance he claims to have received from the airline's staff after being delayed due to issues with the airport's bathrooms.
Delgado explained on Facebook that he arrived at the Mexico City International Airport (AICM) about three hours early and headed to gate 77 when there were still about 50 minutes left until boarding.
The setback began when he needed to use the restroom before boarding. According to his account, the closest one was closed, and the next one had a long line.
The troubadour also explained that he suffers from benign prostatic hyperplasia, a condition that causes him urgency to urinate and has, he asserted, put him in "very compromising situations."
"I took longer in the bathroom, not my fault, and when I arrived at gate 14 minutes early, they wouldn’t let me through," he wrote.
According to Delgado, the plane was still connected to the boarding bridge, but the staff informed him that he could no longer board.
The musician especially questioned why, in his opinion, no one was addressing the circumstances he was trying to explain.
"They didn't listen to my arguments; they just kept repeating like a broken record that it couldn't be addressed. I recommend Aeroméxico save money by hiring people who don’t listen to arguments and consider using robots if their protocols are so infallible," he stated.
He also assured that he tried to use the company's complaint channels, but an automated system took several minutes to respond, only to inform him that he was "wrong," while the phone number provided for complaints returned error messages.
"Digital and elderly illiterates"
Delgado took advantage of the incident to also question the difficulties that, in his view, many elderly people face due to the increasing digitization of procedures and services.
"Today we are forced, as digital illiterates and seniors, to face very difficult and tumultuous situations," he wrote.
The artist recounted that he needed help from younger friends to buy the ticket and that, once at the airport, an employee had to assist him in scanning the boarding pass he had on WhatsApp.
"With each passing day, elderly people will be more discriminated against and humiliated, and we will need to travel accompanied by someone who understands this technological advancement and can guide us through its complicated twists and turns," he lamented.
The singer-songwriter clarified that he is not seeking financial compensation for what happened, although he mentioned that he would consider whether to use Aeroméxico for his travels in the future.
"Let those at Aeroméxico know that I am not demanding anything from them," he stated, before mentioning Felipe Ángeles International Airport as a possible alternative for future flights.
The incident also occurs at a time of reduced air connectivity with Cuba. In April, eleven airlines had suspended operations to the island during 2026, amid the aviation fuel crisis. Aeroméxico was among the airlines that still maintained connections with the country.
Related videos:
Filed under: