Aeromexico

✅ Trip Verified | We were traveling with an infant. When booking the ticket it showed clearly that the baby was allowed one baggage of 25kg, while the parents could travel with hand luggage only. When we checked in however, this didn't show and at the counter they wanted us to pay for extra luggage. I showed them the screenshot and it suddenly was no problem anymore. I am disappointed with the airline.

✅ Trip Verified | I purchased two refundable tickets on November 6 2023. 4 hours after I requested the cancellation and a refund. I called by Phone and sent an email to Customer service. They responded that it would take 15 Business days for my refund and that I would see the money in my account. I waited for the time they asked but there was no Money in my account I called my Bank no money was transferred. I emailed them again But the answer is still I have to wait. I see from reading other people's reviews in a similar situation to me, are waiting months and months for a refund that never comes.

Not Verified | Booked a flight from Mexico City with my 2 dogs. Both are dobermans, called Aeromexico to confirm they accept the breed. They told me “of course”. Proceeded to take a payment of over 2000 dollars for me, my partner and our dogs. We gave a full description as require - including the colour, breed etc. Today my partner calls them to verify a small detail and they agent asks surprised to know that there are Dobermans on the booking as they actually don’t allow them? They changed the policy the day after we booked it and no one thought to inform us so we would of gone to the gate to be denied booking. We have booked connecting flights based off of this flight as it was the longest one so will now have to change our entire itinerary with no apology, solution. Do not trust Aeromexico.

✅ Trip Verified | My issue is with customer service and getting a refund for the money they have taken from my account, they have double charged me for a ticket and owe me almost £1000 when they assured me the first charge wouldn't get taken as it was pending and then took it anyways once they made me pay for the ticket again. They keep telling me its going to be refunded in 5 days, then 15 days, then 30 days, its now been 3 months. They have stolen my money and ruined my holiday to Mexico. I have been constantly lied to and have had to call and email dozens of times. I've even gone to the desk at both airports and been told to email as there was no one there that could help.

✅ Trip Verified | Ok first we never flew with Aeromexico because we were never given a chance. Before booking with anyone I thought Aeromexico would probably be the best for customer service. Big mistake! Our trip was 19 days away and well we were super excited because we were going to see my husband's sister and our nephew who is one. I shouldn't say excited but we were finally going to see him because he is very sick from cancer and they don't think he will make it to his second birthday. Anyways, I always have a habit of checking on international airlines because they always change the time or date. I couldn't check because it said I didn't have a confirmation number or flight number. We had two stops before getting to our destination so I had to call Delta first. Delta said Aeromexico cancelled our flight. I then called Aeromexico and they said I called and spoke Spanish to cancel our trip and get a refund, mind you I always ask to speak to someone in English because my Spanish isn't to great. Then I ask to speak to a supervisor and they said none were available. Next day I called to speak to a supervisor and a agent was going to investigate what happened. He than calls me again the next day and says that I sent them an email asking for a cancellation and refund, another lie! I ask for someone higher than him because this was upsetting already. Still no one. The next day he calls me back and says, it wasn't me who sent the email but my 17 year old daughter. Another lie! I think they just went down our itinerary and picked a name to blame. Our dog was supposed to go with us because I couldn't leave her here for so long. I paid almost $400 dollars for her. They said they don't refund pet fees and airline fee etc. I lost almost 1,000 dollars because of Aeromexico. I had to cancel our Airbnb and they didn't give us our money back. This airline does not care for their customers.

✅ Trip Verified | Awful experience. Sat at 31A, staff told me I had to move to 30B as they needed this seat for staff. Super rude, never offered me food or drink. Never again.

✅ Trip Verified | Both our flights were delayed. The outgoing flight to Mexico City made us sitting on a hot runway for more than two hours. The delay on the way back to the US made us miss our connecting flight to our home destination. We needed to cover a hotel room on our own for the night while we waited for our rescheduled flight home. When we asked for a clarification and compensation, the company flat out denied any responsibility. Don't book with Aeromexico if you can avoid it. They can't get you there on time and have awful customer service.

Not Verified | When we got to the airport and they charged us $150 to stow one bag. We were appalled by the cost but was left with no choice. When I checked my account a couple days later, they had charge us twice for that bag and then added a third charge of $100. So, $400 for 1 bag. After submitting the concern which was very difficult in itself, they responded 5 Weeks later. Asking for more information. I sent requested info. They came back and asked for even more info and one of the requests was an image of the credit card used to pay for the bag. That didn't sound right, and I contacted my banks fraud department. My bank advised me to never send an image of a credit card to anyone. So now my bank is investigating this. I doubt if we will ever get our money back. Lesson learned. Never fly AeroMexico again!

✅ Trip Verified | Their customer service is the worst, especially when you are in a foreign country. No one to help and the only option they have to go purchase more tickets. After purchasing 1st class tickets, our tickets were canceled and no was was able to help us, not even the airline. Unbelievable, especially since we had insurance on our tickets. Ended up spending the same amount again to catch a flight home for 4 people. Disgusted! If I could leave 0 stars I would.

✅ Trip Verified | I just tried checking in with Aeromexico from Cancun to Mexico City and they gave my wife and me middle seats in different rows (I didn't pay for specific seats). Then I tried to change our seats and pay for "comfort" seats (same as economy but further forward) and was bombarded with attempts to sell me First Class seats (same as economy but further forward). When I paid for the "comfort" seats the payment "failed" and then I tried again and the exact same seats were over double the price! The price increased by over double as soon as my payment "failed" for unknown reasons, and the comfort seats were now more than the upgrade to First Class! We'll just sit in different rows to Mexico City.