Aeromexico Passenger Reviews and Aeromexico Customer Trip Reports

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AEROMEXICO customer review :  27 June 2010 by C Scherfenberg   (USA)

LAX-Acapulco via MEX. We booked via Delta so expected to pay for baggage and have no meals. But, Aeromexico baggage still free and nice meals on long leg of trip both ways. Drink and snack on 35 minute Acapulco-MEX leg. Staff were charming and helpful. We had a delay leaving Acapulco and the agent who checked us in for the flight came and told us that the flight was delayed leaving Mexico City. He had rebooked our flight to LAX and changed our baggage claim tags. We both had first class seats assigned. Unfortunately, we both found the new first class seat design on the 737-800 torturous. The headrest appears to have been designed for crash test dummies. We had been much more comfortable in our coach seats.

AEROMEXICO customer review :  27 June 2010 by Aaron O'Brien   (Ireland)

CDG-MEX-PVR and PVR-MEX. I was disappointed by the service from Cabin crew. On previous trips crew were friendly and talked to passenger. CDG-PVR leg operated by a reconfigured 767 with expanded Business class cabin. Flew economy - seat was ok but with no foot-rest. MEX-PVR-MEX operated by EM-145's, they only had one cabin attendant. I had no real issue apart from the fact the crew were not that friendly.

AEROMEXICO customer review :  27 June 2010 by S Anthony   (USA)

LAX to PVR. It's unethical to say the least. AeroMexico had a good selection of non-stop flights from LAX to PVR. Seats were more expensive than connecting flights on the U.S. based airlines. We were willing to pay extra for the non-stop flight. A week before our departure, AeroMexico moved us to an indirect flight connecting through Mexico City. Our only other option was accepting a voucher from AeroMexico and rebooking on another airline at our own expense. Due to the short notice, all flights (even connecting) were two to three times more expensive than they were when we had originally purchased the tickets. The annoyance doesn't end there. In Mexico City, we only had one hour to change planes. Normally this would be easy. We didn't know we had to go through customs. There were hundreds of people already in line. Needless to say, we missed our connection. We waited all day in the airport for another flight that had seats available.

AEROMEXICO customer review :  15 February 2010 by Davide Greco   (Italy)

MEX-LIM. Nice and fast check-in procedures inside the beautiful Aeromexico lounge at new Terminal 2. Flight operated by a freshly re-painted B737-800 - first time I experience an almost 6 hour flight on this kind of plane but the interior was clean and confortable so this was not a big issue. The only problem was that we were at row 12, just before the emergency exit so our seats would not recline for safety reasons: I would have appreciated to be informed about that before the assignment! Meal was served very early (6pm) considering mexican habits but I did not eat so I cannot judge. Crew polite even if not very friendly. We arrived at Lima half an hour ahead of schedule. Overall a positive experience but the price could have been more competitive (we paid EUR 1.000 for two economy tickets).

AEROMEXICO customer review :  1 January 2010 : by Don Elliott   (USA)

All planes were hot and stuffy. But their customer service is completely ridiculous. We had 2 checked bags going from Mexico City to Seattle, they lost one of them. We reported it missing and then called the next day and they said they had no report and couldn't find the package. They gave us numbers to phones where no one would answer and were completely apathetic. Once they finally found the luggage they then shipped it 5 hours away from our home, instead of to the Portland airport which is 15 minutes away. Then they lost the baggage in Yakima! Turns out they shipped it to Canada - still working on getting it back.

AEROMEXICO customer review :  1 January 2010 : by Carl Hansen   (USA)

I agree, Aeromexico has the worst Customer Service I have ever experienced! It took me a year to get a voucher for the $610 they owed me. When I decided to use the voucher, I was told I could only use the voucher at the ticket counter, but I could still book the discounted internet fares. I drove 320 miles to book a flight only to discover the reservation agent was incorrect. I could not book at the same fare. The price at the window was $550 more. So I drove 320 miles (each way) to save $60. I paid $610 for the voucher and now I'm getting $60. The reservation agent at the airport suggested calling reservations and booking the ticket over the phone and then paying at the airport. I was on the phone for 3 hours, was hung up on twice and was finally told this is the policy of Aeromexico, do I want the ticket or not. I said no thanks, walked away and will never do business with Aeromexico again.

AEROMEXICO customer review :  4 December 2009 : by E Mabley   (USA)

LAX-MEX. The aircraft was a new 737-700 with winglets, interior was clean and in good condition. Seat pitch adequate for economy class on a 3.5 hour flight. IFE was minimal and food nothing to brag about, but cabin staff were professional and courteous. The flight departed on time and arrived about 15 minutes early.

AEROMEXICO customer review :  20 November 2009 : by Jeff Wang   (Canada)

Exactly the same situation as Pamela Dewey. They must plan this for a long time. When I canceled the ticket because of the swine flu, they didn't provide me any information about the penalty. When I try to book a ticket these days, they tell me, I should reschedule the ticket before May 15th, and the flight should be before Dec 10th. But I was never informed about the information. Not when I canceled the ticket, not even an email, not even one identification number for my cancellation. What's more, their agents are only able to repeat their stupid rule again and again, or say "we can do nothing about it." The worst thing is, at the end, the agent just stay quiet.

AEROMEXICO customer review :  15 November 2009 : by Pamela Dewey   (Canada)

Worst customer service ever! And that's including cable companies. I had a flight to Peru that was cancelled because of the swine flu outbreak in Mexico. I was told at the time that I could either have the ticket refunded or keep it and use it in the next 6 months. I naively chose to keep it. When I tried to re-book I was told I had to pay a penalty for changing the original date! I thought that maybe the agent didn't know about the special circumstances and explained about the swine flu and he said that Aeromexico didn't cancel any flights! It became like a Monty Python skit: "Yes you did." "No we didn't. Yes you did." After 2 hours I was finally "allowed" to speak to a supervisor, (it would be easier to get in touch with El Presidente) and the situation was supposedly rectified. I say supposedly because I still haven't received my flight itinerary. There's no chance of complaining to customer service because you can only email them and they'll respond in 4-6 weeks! Unbelievably bad!

AEROMEXICO customer review :  21 July 2009 : by Luis Azcarraga  (Mexico)

Roundtrip Monterrey-Zihuatanejo with connections both ways in Mexico City. When we arrived in Zihuatanejo, 2 of our 3 bags didn't show up at baggage claim, but they arrived in the next available flight, and two staff delivered them to our apartment'. We used the Club Premier lounges in Monterrey before our departure and in Mexico City in both connections there, and we had a pleasant time in both lounges. Just one brief comment on the Club Premier lounges in Mexico City: they don't announce flight boarding, instead you have to be watching the departures monitor frequently.

AEROMEXICO customer review :  4 June 2009 : by F Cabrera  (Mexico)

MEX-MAD and MAD-MEX Coach with Aeromexico. Check-in very quick. Boarding fast, and departure on time. Great 777 plane. Cabin crew aloof, and some treat passengers as if they were kids - they do their service and go to rest at the back of the plane. Food was average. Aeromexico is a good airline, clean and safe aircraft and on time - however, cabin crew could have a much better attitude, and be a bit more humble.

AEROMEXICO customer review :  29 May 2009 : by I Brenes  (USA)

MEX-LAX on a new Boeing 737. Had an aisle to myself, seats comfortable, food good and the plane arrived on time in LA. By the way, when is AeroMexico going to allow customers to book with Club Premier miles on their website rather than call the airline directly?

AEROMEXICO customer review : 5 May 2009 : by Josh Murray

Customer Rating : 1/5

Worst customer service. I had to cancel my trip to Mexico due to swine flu and when I called about canceling and getting a refund, they kept hanging up on me. First, the wait to get through was 40 minutes, then when I got to talk to someone they would listen to my situation and then tell me to hold. When they put me on hold, they would just hang up. This happened 7 times. I finally got Expedia to call on my behalf and Aeromexico hung up on them, too! I recommend walking to Mexico before flying with Aeromexico.

AEROMEXICO customer review : 24 April 2009 : by M Horn

Customer Rating : 1/5

Cancun to Dallas was one of the worst experiences. Upon descent to Dallas we were told that the weather conditions were too severe for us to land. We were diverted to Houston International Airport, no big deal, these things happen. This had come after circling the airport for 45mins. Upon landing at Houston International, the cabin then filled with a white, pungent gas that pierced our eyes, nose and throats. The emergency hatches were opened and the plane kept rolling. No oxygen masks fell. We were then herded like cattle off the plane to a corridor, then customs and finally baggage claim. We never once got an explanation of what we breathed in or even asked if we needed medical attention. To make it even worse, they couldn't get us a flight home that night and most of us had to work the next day. They said they would get us a charter bus from Houston to Dallas, but that fell through as well. We ended up trying to rent a car and all of the one way cars were taken up by that time. Fortunately, we connected with a couple on the plane that were heading to Dallas as well and hitched a ride with them.

AEROMEXICO customer review : 6 April 2009 : by Boris Chavez-Bravo

Customer Rating : 2/5

YYZ-LIM via MEX in B737-700/B737-800 aircraft, Clase Premier. What a disappointing experience. No printed menus provided; no amenity kits; no personal screens. Food quantities were small to say the least. Making a change to the reservation over the phone is easy; the difficulty is trying to pay for it. Offices in Lima always have their system "down", so it took numerous trips just to get the exchange fee paid for.

AEROMEXICO customer review : 26 March 2009 : by Howard Ludecker

Customer Rating : 4/5

I've just returned from a trip to Mazatlan, Mexico from New York. On time both ways. The aircraft was clean and comfortable. The crew was courteous and helpful. I no longer eat airline food, but it seemed to be standard fare. Drinks are still gratis, as well. My only problem is that there are no one-way flights to MZT from JFK. and the lay over in Mexico City was six hours on the return.