AEROMEXICO 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 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 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 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 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 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 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 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 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 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 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 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.

AEROMEXICO review : 20 March 2009 : by F Cos-Montiel

Customer Rating : 3/5

Mex-JFK Economy. As a Skyteam Elite Plus member I was able to check in at the Business Class counter which was quite crowded. Aeromexico has recently changed its baggage policy and only allows one 23 kg bag per person! This makes check in process extremely low as almost everyone has to go back to ticketing and pay for the extra charge before getting your final boarding pass. Lounge new although with little food and beverage options. Reasonable priority boarding and once on board quite good service. Hot plentiful breakfast and before landing complimentary bar service. Onboard entertainment ok except for the section on Aeromexico. Immigration at JFK took ages as many flights land at the same moment. 4 stars for inflight service 2 for ground facilities.

AEROMEXICO review : 16 March 2009 : by H Do

Customer Rating : 3/5

LAX-EZE, SCL-LAX. I had a problem with Aeromexico before I set foot on the plane. They moved my return flight from SCL to LAX up one day, but they kept the connecting leg from MEX-LAX on the original date. Doesn't make sense? I called Aeromexico, and it took 2 days and several reps to move the MEX-LAX leg up a day (since there was no longer a flight on my original date). LAX to EZE (connecting in MEX) was pretty uneventful. Wine was served for free with the meals from MEX to EZE. SCL-MEX was okay, but the flight attendants could have been more helpful. A lady was trying to put her bag in the overhead bin and two stewards nearby didn't offer to help. I went over and helped her put the bag up and the two stewards saw me and did/said nothing.

AEROMEXICO review : 19 February 2009 : by Jonatan Gleason

Customer Rating : 4/5

MEX-TIJ onboard the 777, service was very good. They had 7 movies to choose from and some games. Dinner was pleasant. Aeromexico new VIP lounge in the new terminal. We arrived on Tijuana with a 30 mins delay.

AEROMEXICO review : 28 January 2009 : by F Vedrenne

Customer Rating : 3/5

MAD-MEX Coach with Aeromexico. Check-in very quick since the flight was almost empty. Boarding fast, and departure on time. Cabin crew much better than on my previous flight with Aeromexico, however they are still 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 review : 27 December 2008 : by J Emery

Customer Rating : 1/5

VER-MEX-CDG in business class. Very bad experience - VER-MEX arrived late at Mexico city so I missed the connecting flight to CDG. It was possible to change for another flight 3 hours after with Air France (in codeshare) but Aeromexico refused. They even refused to pay the accomodation. The aircraft was an old Boeing, seats old and only reclinable to 120°, no entertainment except a portable multimedia player with 5 movies to be held with your hand. But the worst was the food, you must be very hungry to eat what they propose!

AEROMEXICO review : 22 December 2008 : by F Vedrenne

Customer Rating : 3/5

MEX-MAD with Aeromexico turned out to be a very disappointing experience. The crew showed no interest and were disrespectful to passengers. Food was good bearing in mind it is airline food. I've never had this sort of experience with AM before, probably the crew morale is going down the toilet.

AEROMEXICO review : 26 November 2008 : by H Baldus

Customer Rating : 2/5

MEX-CDG in economy-class on a dated and worn 767-300. After a pleasant experience on Aeromexico's domestic services in 2007 I decided to try them on long-haul - a decision I regretted more than once on this 10:30hrs flight. The positive aspects - spacious waiting lounges in new terminal 2, flight was on time and the seat pitch generous. The plane was a masterpiece of misplanning - toilets and galleys only in the very front and the very rear, Y-pax had to walk from row 12 onwards to the filthy washrooms beyond row 38. The service sub-standard - unfriendly, rushy cabin crew, some stewardesses gave no smile at all. Food-portions very small, poor quality - better bring your own. No snacks in-between available, not a single water-run except for meal-times. Monitors (no PTVs) with a lot of malfunctions, nearly impossible to watch movie (Spanish and French speaking only). No airshow. Not a single announcement from the flight deck. This specific flight was definitely two classes beyond Air France's own services on the same leg, unbelievable they accept such substandards for a code-share with own seat-allotment. I will never fly them again on long-haul.

AEROMEXICO review : 24 November 2008 : by T Linnane

Customer Rating : 1/5

How this airline has 3 stars is beyond me. Flew Premier Class Madrid to Cancun return November 2008, and can honestly say it was probably the worst I ever experienced. The seats were uncomfortable and the food almost inedible. The staff at best were polite but uninterested. The only redeeming feature was I think 5 good movies to watch - nothing like the selection on Emirates but I'm trying to say something good about it. Their Business Lounge in Mexico City (it is shared with other airlines) is a joke, it would probably hold 30 people comfortably and not the 100+ that was squashed in there. I left it to go sit at the gate where it was much more comfortable. Their Lounge in Cancun is no better. Overall given a choice I would never fly this airline again.

AEROMEXICO review : 13 November 2008 : by Larry McIntyre

Customer Rating : 5/5

Chicago O'Hare to Cancun via Mexico City return. The flight crews were professional and courteous. Imagine getting a meal on your flight at no additional cost, and free alcoholic beverages and peanuts. Also a free recently released movie.

AEROMEXICO review : 26 June 2008 : by P Torrents

Customer Rating : 4/5

BCN-MEX-BCN in Economy Class. Pre-assigned seats, both out and inbound, during a call to their Barcelona representation office enquiring for upgrades which were not available for non Aeromexico frequent flyer programme. Despite holding a Gold Flyingblue card was denied access to lounge both in Barcelona and in Mexico. Old 767-200ER from the pre low cost times which meant that legroom was more generous than in newer planes. Food above average, plenty of water runs, attentive staff but no personal IFE, main screens only for a total of 5 movies which was rather annoying in a 12 hours day flight, on both legs.

AEROMEXICO review : 19 June 2008 : by Aaron O'Brien

Customer Rating : 4/5

CDG-MEX and MEX-PVR returning PVR-MEX. Flight to Mexico City an oldish 767-200. Seats were old style with no foot rest or personal seat back tv, but had new fabric and padding. Video screens spread out throughout the cabin - inflight entertainment was poor. Service was great, friendly chatty staff who were well groomed. Vegetarian meal was ok. Mexico city to Puerto Vallarta delayed by an hour - information given but a bit patchy. Flight on a new 737-700 was very short, staff friendly. Flight back PVR-Mex staff again very friendly.

AEROMEXICO review : 31 May 2008 : by R Sandoval

Customer Rating : 4/5

Roundtrip MEX-GRU during this month, and a good experience. Both flights on a B777 with good space, entertainment, food and service. It was my first that I use the new facilities at Terminal 2 in Mexico City, and check-in process and immigration customs were good even though systems for check-in process was interrupted they gave hand written boarding passes and baggage tickets. Boarding passes were changed later at boarding gate. Salon VIP Premier is functional, much better than they had in Terminal 1.