✅ Verified Review
| Mexico City to New York JFK. I was shocked by the horrible, unprofessional, incompetent way that I was treated by Aeromexico during my recent flight. Their deception, misinformation and incompetence cost me 8,612 extra pesos! I should not have been treated this way. I arrived at the Mexico City airport in the early morning, hours before my flight. I checked in at Aeromexico's check-in desk. The clerk checked my printed ticket and my U.S. passport and confirmed them. I asked if there was anything else, and she said no, that I was good to go. She checked in my suitcase and gave me the receipt for my checked-in bag. Then I went to my gate and waited several hours until boarding. When boarding began, I stood in line and eventually reached the front of the line, expecting to be checked in and board the plane. The Aeromexico employee at the gate asked me for the stub from my Mexican immigration papers, which I signed upon entering the country. The Aeromexico clerk at the baggage check-in had said nothing about this stub when I asked if there was "anything else" I needed. When she indicated that there wasn't, I placed the stub into my suitcase, which she then checked in. The clerk at the gate told me not to worry, that all I'd need to do is go to the Immigration desk and sign another immigration stub. She told me to sign it, then come back to the gate — that I could then board at the gate with no problem. That turned out to be a lie — or at least, radical misinformation. At her direction, I ran to the Immigration desk, signed a second immigration stub, and paid a 500 peso penalty, then sprinted back to the gate, returning just minutes after I had left. Suddenly the clerk at the gate had completely changed her tune. "Sorry," she said, "plane's leaving. You can't board." I reminded her that she told me to go get the second immigration stub, return to the gate, and that I'd have no problem boarding the plane. The clerk brushed off my concern like it was of no importance and returned to chatting with a fellow employee. Upset, I went to the Aeromexico customer service desk. The clerk there told me not to worry, that this was no problem at all. "There's a 9:05 am.flight to JFK," she said. "Just go to the Aeromexico desk at L2 or L3, ask for the manager and have her switch you to that flight. It will be no charge." But this turned out to be a lie too. I should have known something was up because the clerk refused to tell me her name. When I sighed, she told me again: Just go to L2 or L3, talk to the manager, and get the free reassignment. "It's just a little bit of paperwork," she said. So I went to L2 and waited in line for 45 minutes to see the manager. When I got to the front desk, the clerk there said that if I wanted to get on the next flight, there would be a penalty - a 8,112 pesos. That's $453.65. "It's Aeromexico procedure," they said. In the end, I spoke with 8 Aeromexico employees, but none helped, including the customer service help line. They told me they had no power to process customer service matters.