✅ Trip Verified
| Guadalajara to Sacramento. This is our 2nd time flying Aeromexico. Last year was a complete disaster with the flight that was supposed to leave SMF 2315 and land in GDL 0515, instead leaving SMF st 0530! The entire nite we were given zero info/updates and only once offered a drink. The shops were closed, and my husband, is a diabetic controlled by diet so needs to est every 2 hours when awake. No employee would help us. Our return trip last year was 3 hours late. I am usually a glass half full type of person, so when this years annual trip to visit family was being planned I decided to give Aeromexico another chance. The dates/times/prices were the most convenient so we decided to give it another try. We never entered a complaint last year. This year our trip to GDL was uneventful. But the return trip we encountered the ticket agent from hell. We were never notified that the weight per luggage piece had been changed, and the carry on that should have been free, was 2 kilos overweight. Under then new guidelines, our 2 large luggage pieces were a combined 10 kilos underweight. We usually pay $25 each for the large luggage. At the GDL terminal u go thru the first line, then are given a piece of paper, have to go to a 2nd area, wait in line to pay for ur luggage, then return to the first line provide ur receipt and get ur ticket, not very convenient or fast) nothing was said by the ticket agent about overweight luggage, but when I went to pay I found I was going to be charged $114 for the carry on, which was 2 kilos over by the new guidelines. I pointed out that our total was still 8 kilos under, and that we were never notified of revised guidelines to no avail. I refused to pay, saying I would rather move 2 kilos to another suitcase. I was told to return to original ticket person and that he would return our luggage so we could make the changes. When i returned and told him what I wished to do, he put all 3 pieces of luggage on the conveyor where it automatically rolled to the back, gave us a paper with UPC codes, and told us we could get our luggage back "down the hall". I asked him numerous times where down the hall and he refused to say more. We looked "down the hall" to no avail, and no other Aeromexico employee were helpful. We finally asked a Volaris employee who walked us to an area that we would never have found. It took almost an hour to get the luggage returned. We adjusted the weight, and then had to wait in the LONG ticket line starting the entire process all over. It's a good thing we always arrive early for our flights! When we got to ticket counter again, the carry on was .03 over. The ticket agent was prepared to start the whole have to pay for this deal again. I pointed out that the total was still 8 kilos under and her response was "and what does that have to do with anything? " I quickly removed 1 pair of socks which put it at 9.90 kilos, under the magic 10 kilos. We have continually encountered employees for Aeromexico that are rude, unhelpful, and basically convey a could-care-less attitude. The only time Aeromexico seems to shine is when you are actually on the plane. The stewards are great. Excluding a very rough landing at SMF (bounced several times before finally staying down) the in air experience is great! Unfortunately that does not compensate enough for the issues you deal with while on the ground. Obviously last year was not a flux, we will not fly Aeromexico again!!!