Cuban singer-songwriter Frank Delgado missed a flight from Mexico City to Havana on Monday, operated by Aeroméxico, and took to Facebook to express his frustration. He criticized the airline's staff, claiming they showed a lack of attentiveness after he was delayed due to restroom issues at the airport.
In his Facebook post, Delgado stated that he arrived at the Mexico City International Airport (AICM) about three hours before departure and made his way to Gate 77 with approximately 50 minutes to spare before boarding.
Restroom Troubles Lead to Missed Flight
The trouble began when Delgado needed to use the restroom before boarding. He recounted that the nearest restroom was out of service, and the next available one had a lengthy queue.
Delgado, who suffers from benign prostatic hyperplasia—a condition causing frequent and urgent trips to the bathroom—explained that this situation put him in a "very difficult position."
"I was delayed in the restroom, not through any fault of my own, and when I arrived at the gate 14 minutes before departure, they wouldn't let me board," he wrote.
Dispute with Aeroméxico Staff
According to Delgado, the aircraft was still connected to the boarding bridge, but the staff informed him that boarding was no longer possible.
The musician was particularly critical of the staff's refusal to consider his circumstances. "They didn't listen to my explanations; they just kept repeating that boarding was closed. I suggest Aeroméxico save money by hiring robots if their protocols are so foolproof," he declared.
Delgado also attempted to use the airline's complaint channels, but said an automated system took several minutes to respond, only to tell him he was "wrong." Meanwhile, the phone number provided for complaints returned error messages.
Technology Challenges for Older Adults
Delgado used the incident to highlight the struggles many older adults face with the increasing digitization of services. "Today, we who are digital illiterates and of the Third Age are forced into very difficult and tumultuous situations," he commented.
The artist shared that he required assistance from younger friends to purchase his ticket and needed help from an airport worker to scan his boarding pass from WhatsApp.
"As time goes on, seniors like us will face more discrimination and humiliation, needing to travel with someone who understands technology's advancements and can navigate its complex pathways for us," he lamented.
Delgado clarified that he isn't seeking financial compensation for what happened, though he mentioned reconsidering Aeroméxico for future travels.
"Let Aeroméxico know I'm not asking for anything," he stated, while also considering the Felipe Ángeles International Airport as an alternative for future flights.
This incident comes amid limited air connectivity with Cuba. In April, eleven airlines had suspended operations to the island for 2026 due to aviation fuel shortages. Aeroméxico was among the few maintaining flights at that time.
Challenges Facing Cuban Travelers
Why did Frank Delgado miss his flight?
Frank Delgado missed his flight because he was delayed using the restroom due to closures and long lines, and was subsequently denied boarding despite arriving at the gate 14 minutes before departure.
What condition does Frank Delgado suffer from that affected his travel?
Frank Delgado suffers from benign prostatic hyperplasia, a condition that causes frequent and urgent needs to use the restroom.
How did Frank Delgado attempt to address his complaint with Aeroméxico?
Frank Delgado attempted to use Aeroméxico's complaint channels, but faced issues with an automated system and error messages from the complaint hotline.