Aeromexico

✅ Trip Verified | After being issued EMD vouchers for flights cancelled by Aeromexico in 2020, they refuse to extend the validity of our vouchers for 6 months to allow us to travel directly, safely and affordably. This is despite the fact that for the entire duration of the vouchers validity, AM were not running direct flights from the UK, the costs of all indirect flights now total four times more than the value of our vouchers. This renders the EMD vouchers useless and Aeromexico have essentially stolen £884 from us. Hours and hours on the phone, told conflicting information by phone operative vs email operative. So sad and disappointing, we are UK tourists desperately wanting to experience Mexico but instead have felt completely frustrated and robbed. Do not book with Aeromexico, British Airways have flights for a fraction of the cost and are much more reliable and less corrupt.

✅ Trip Verified | They kept the money from a canceled flight in 2020 and said they won't refund it nor issue a voucher or anything. No matter how many times I contacted them, also it's very very hard to get a hold of someone and they never reply the email requests.

✅ Trip Verified | This was the worst airline experience I have ever had. On our flight from Chicago to Mexico City our bags were forcibly checked for being the “last to check in” even though we checked in via their app at 6am Thursday for a 12:30am Friday flight and then checked in again upon arrival at the airport at 7pm. This was the first flight to be delayed, the staff at the gate and flight attendants were beyond rude and unhelpful, and the plane ride itself was horrendous. Our flight home from Cancun to Mexico City was delayed for over an hour and we were not informed of this delay until we were supposed to be boarding, we still do not know why the plane was delayed. We had a connecting flight to make in Mexico City which we made them aware of and they promised 3 times that we would make it, Mexico City would hold the plane for us. We were told we would touch down in Mexico City at 6pm, instead we touched down at 6.37. Our connecting flight left at 6.50. We ran across the airport only to miss our connecting flight and play the game of how are we getting home. It was a struggle to find anyone in the airport in uniform who spoke enough English to understand us. Person after person just told us, we don’t speak English, sorry we can’t help you. We finally get someone to help us book a new flight that was 15 hours later. Aeromexico gave us vouchers for a hotel, transportation, and some food. Very generous, thank you. We get to the hotel they put us in to find out the hotel was booked up completely and we were going to have to wait 30 minutes to then be shuttled another 20 to a new hotel. By this time it was 12.30 in the morning and we had to be up again at 5 just to head back for our new flight. It was such a frustrating travel day. Our new flight starts boarding on time at 9am, we are so excited to be leaving and leaving on time until we sit on the plane fully boarded for 40 minutes before we even take off. Again, the flight was delayed. Out of 4 flights in total that we took on this one trip, 3 flights were delayed for at least 40 minutes. I do not recommend flying with Aeromexico and I especially do not recommend flying with them when you have a connecting flight. Your odds of making it are slim. The staff were unhelpful and rude and if at all possible I would rate my experience with them a 0/10. Never again will I be flying with Aeromexico.

✅ Trip Verified | Never Again. Aeromexico was a very bad experience in so many ways. Food is cookies and coke, chairs are so old, on-board Wifi connections with no Internet, Movies stop working every five minutes, passenger boarding from front to rear instead of rear to front, insufficient overhead storage, no gates in Mex City. Inability to arrive/depart on time, lack of accountability, Lying to customers and blaming air traffic control for company delays to avoid issuing hotel vouchers, cabin crew who disappear during the flights. I arrived 2 hours ahead of departure time and checked in with no problem. I was told that flight was on time and boarding would start 320PM for a 4:10 PM departure. The plane arrived at 3:40 in Merida. Shortly after they announced that, the flight would be delayed until 5pm due to air traffic control delays. A big lie of course. Around 430PM the gate paged me and told me that I should not get on the plane because most likely my connecting flight would depart before we arrived. The gate agent manager said tough luck and refused my accommodation request. I opted to board and take my chances. When we arrived my flight was still on the ground. But the pilot parked 3 feet short of the spot he needed to be and a tow truck took 15 minutes to move the plane another 3 feet. First class disembarked using the staircase, but then the staircase broke and another 15 minutes were required to get another staircase. Pilots did not inform the passengers about the bad parking job nor the staircase. My name was removed from the passenger manifest to Miami without even informing me or asking consent. The new flight was the next day. With me off the passenger manifest, my original flight to Miami could take off without me. After I made a huge scene in the middle of the hundreds of people waiting at the Mexico city counter, I was awarded a hotel room and 4 hours of sleep. And of course as mentioned by others, another COVID test costing 750 pesos was required. Aeromexico is a total joke.

✅ Trip Verified | I bought a ticket for a flight from Ecuador to Russia with Aeromexico and Air France. The day after the purchase, I received a letter that one of the flights was changed, the new route was not suitable for me, because I do not have a visa to Europe and I was not able to fly on the new changed route. In this connection, an involuntary refund was issued, the money for which the airline does not want to return. Today is March 7th 2022 and support is just ignoring my refund messages.

✅ Trip Verified | We were scheduled to fly from Merida on 28Feb 2022, flight# AM 829 and connect to Delta flight# DL605 to Minneapolis. AM 829 was 2+ hours late causing us to miss our connection to DL605. We were told we would have to return to the main ticketing counter to find a solution to our problem. Going back out of the security area and waited to talk with an agent. When we finally spoke with an agent, we were told we would have to wait until the next day to get the same flight. Asked if we could take a different flight to anywhere in the USA, then to Minneapolis, was met with a resounding NO! How about a hotel voucher? NO! How about a voucher for a new COVID test because AeroMexico delayed our travel? NO! Several other passengers were in the same situation. One person did talk someone into a hotel voucher, but we were refused. Our decision was to get out of Merida right away and make it to Mexico City, so we did not have to deal with the endless no responses we were encountering from AeroMexico. AeroMexico did get us boarding request with Delta (not boarding passes) but offered us nothing for our extra lodging costs and inconvenience. They said Delta would determine if our COVID test were still valid. We were lucky to find seats on DL605. We had paid for Comfort+ but had to settle for Main 1. If I was Delta, I would cut my alliance with AeroMexico yesterday. Local flyers said this was typical for your punctuality.

✅ Trip Verified | My wife and I left Nicaragua on 20 Feb 22, Business class to Vancouver via Mexico. There was no meal served other than a packet of chips on the first leg, on the leg from Mexico to Vancouver there were 16 business class seats and a proper meal for 8 people other than a disgusting 2 minute noodles which went in the bin. Be warned do not fly with these cheap skates, their cabin crew are rude and meals almost non existent.

Not Verified | Their customer service is worst. They seem very helpful but each one gives a different solution. I canceled my trip in December 2021 and was issues an open ticket. Since then have been calling them to get a new reservation some agents says they can help some say that there is an issue with the reservation and only customer support (AMCS) can help. Its been 15 days and this AMCS and responded to my email. I lost my hotel booking and had to pay penalty. I called the number again hoping someone can assist. Was on a call for 2.5 hours (1.5 hours was on hold) and she said she can exchange my ticket but will need to call me in an hour. She didn't call but generated a new pending reservation with difference of $3500 while she said the difference will be not more than $200. I called the number again today (the next day), after 1 hour of explaining the entire issue she says only AMCS can help but I need to pay for exchange and she can do it. Finally I agreed for new dates for exchange, she hung up the call. This is so frustrating. My $5400 is stuck with Aeromexico and I have lost around $500 dollars on hotel booking cancelation due to their pathetic customer support. their agents itself have no way of contacting the AMCS which seems like a high authority of customer support who can only take decisions about upgrades or refund. Such a frustrating and disappointing experience.

✅ Trip Verified | The staff in Mexico City are rude and unprofessional. I went to terminal 2 which is what my ticket said and waited for someone to check us in, finally at 830 they said no you go to terminal 3. I go over there and the lady said sorry your flight is already gone? I said it wasn’t supposed to leave until 915? She said you should of checked in, I told her I’ve been trying nobody will help me and my phone has no service here. She said to me not my problem you have to buy more tickets I asked to speak with a manager she sent Javier to me, he said nothing I can do you gotta buy more tickets or go to a different airline if you don’t like i. Which I ended up doing I went to American airline and thanks to them I got home.

✅ Trip Verified | Disappointing on all fronts. They offer online check-in, but there is no bag drop line. Which means despite having checked in in advance, I still had to wait in the same line as people that didn’t even have boarding passes. Furthermore, the check in agent informed me that my electronic boarding pass would not work so he issued me a new, paper boarding pass. The boarding process in YUL was chaotic and disorganized. I had to connect in MEX and luckily I had plenty of time as there was no gate information available, not on the boards in the airport, not on the app, not on the website. The aircraft were underwhelming, uncomfortable, and the service subpar. I won’t be taking Aeromexico again unless absolutely necessary.