Aeromexico

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 701 reviews
4/10
3 star Skytrax Rating
Filter Reviews by :
Show
5/10

"made me pay my own way home"

(Canada)

Trip Verified | Went to airport 3 hrS in advance as instructed only to find out my word of mouth flight canceled. Staff took 3.5 hrs to work a new flight and offered no water and made me pay my own way home. Not impressed.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteVancouver to Guadalajara via Mexico City
Date FlownJanuary 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

"they can't admit when they are wrong"

(United States)

Trip Verified | Worst airline. We called to change our flight from 10/18/21 to 10/19/21 days before and the person who helped did not understand proper English because he confused Tuesday with Thursday. He booked on 10/21/21 and we called immediately to fix his error. Someone helped fix this but when we arrived at the airport on 10/19/21 before 1 pm the airport checked us in, registered our luggage, and gave us boarding passes. We went by our day trying to get by the next 4hrs and were sitting and the lounge. When it was boarding time they told us we could not board as our tickets were canceled by Aeromexico. They had us running around trying to get help so we wouldn't miss our flight and went to 4 different stations, had to get out of the airport after being checked in just so we can get our tickets fixed. The 2nd person which helped us did not confirm our tickets yet we received confirmation, etc. Aeromexico showed no type of sympathy, just put us on the next flight 8hrs our initial check-in and aside from this they lost our luggage (& lied to us that it was on the new flight, after asking them many times since they had checked it in earlier). Months later they reply back after submitting my claim and no sympathy whatsoever! Worst, they can't admit when they are wrong.
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteMexico City to Los Angeles
Date FlownOctober 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"I’ll never fly again with them"

(United States)

Not Verified | Horrible service! On my way to Mexico (Acapulco) the flight was delayed over than 2 hours, and lost my connection flight to my next destination. They paid for a hotel in Mexico City. But I had to pay for my own transportation and food. The same trip, days later, on my way back to the states the same problem the flight was delayed again and lost my other flight to Orlando! They put me again in another hotel, no transportation, no food. No bags cause they were on the connection flight. I was so mad and sad. I asked for another flight to other city near to Orlando cause I needed to get that day to my destination, I had a job and other responsibilities, and it was not my fault at all, can’t be possible that every single flight was delayed for hours, and they said not we can’t change destinations you have to buy your own tickets again if you want travel the same day. Or stay and leave the next day. I was not the only one, around 10 people had the same situation than me. I’ll never fly again with them.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAcapulco to Orlando
Date FlownDecember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"they voided the ticket"

(Brazil)

Trip Verified | I booked a round trip flight through this airlines Sao Paulo to Santo Domingo via Mexico City, I called to change the return date of the return flight, minus 1 day. They did that. But come flight day, I found out that that instead of just changing the return date, they also cancelled the departure flight. It became a one way flight and just the return, Sto Domingo to Brazil. And then I had to call them again to have them fix it, i had to be moved to a different day, so I had to change the succeeding flights I'm supposed to have after that flight that they cancelled. I also had to do multiple covid tests because of the rescheduling that happened. And they did not make it easy for me as well, when I called to have them book the flight that they cancelled, they keep on transferring me, refusing to give me a supervisor, and then hanging up on me, I called multiple times in a day, spent almost 2 hours just for them to fix it. I gave all the information they asked for. They phone reps are also rude, very unprofessional and keeps on insisting things on me, offering to change my flight dates, things that I already specifically asked to not do. They are also not apologetic of the inconvenience, of their mistake. of all the stress they brought me. None. They refuse to give any compensation for all the problems they brought. Then comes the flight day, the ticket is cancelled again. They never called me or sent email. No nothing. Then 1 hour after they cancelled the ticket, I received an email notice in the same format as a purchase confirmation, it says you're cleared off and ready for takeoff to Sto Domingo, and there was just a note at the very bottom, that they voided the ticket because they need information, asking me to call them back.
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteSao Paulo to Santo Domingo via Mexico City
Date FlownDecember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Stuck at the Airport for 22 hours now"

(United States)

Trip Verified | Terrible airline. Stuck at the Airport for 22 hours now. I spent an $60 on just food. No apologies. No refund. No food voucher. I have not seen my bags in 24 hours . Don't know if they still have them. They been pushing back every hour flight. Zero sleep.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteTijuana to Mexico City
Date FlownDecember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
3/10

"Do not choose this airline"

(Canada)

Trip Verified | The customer service with this airline is terrible. We have been trying to contact someone in the lost luggage department since Nov 9th 2021 and haven’t had any replies. They finally replied to us on Dec 11 2021 only to say that our lost luggage report has been closed. I will never fly with them again. Do not choose this airline.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteVancouver to San Jose Cabo via Mexico City
Date FlownNovember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
3/10

"Aeromexico is like those street vendors"

(Brazil)

Trip Verified | I bought a premium economy ticket (almost double the price of a common ticket) because I needed to dispatch a luggage. The website stated that 25kg is the maximum. As I have some special needs, my luggage weighted 24kg leaving Brazil, when I had no problem. I carefully control luggage weight, and at the end of the trip, I had 24,5kg. When I checked-in Cancún airport, I was told that 25kg is only allowed in domestic flights in Mexico, and for international flights the limit is 23kg (despite the site stating otherwise at the time of sale), and I would have to pay 100 USD for the extra 1,5kg in the CDMX-São Paulo leg of the trip. I did not pay this and had to take something out of the luggage and carry by hand it to the cabin. I think Aeromexico is like those street vendors in the south of Mexico trying to squeeze every little cash from tourists in a “smart move”.
Type Of TravellerSolo Leisure
Seat TypePremium Economy
RouteCancún to São Paulo via Mexico City
Date FlownNovember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
5/10

"check-in process was downright horrific"

(United States)

Trip Verified | Our outbound flight from JFK to Mexico City was fine -- quick, easy boarding, separate queue for business class passengers, friendly staff, and very comfortable seats in the business cabin. The seats reclined fully to a flat bed (not really necessary for a daytime flight, but nice) and were very spacious. The return flight, however, was the worst business class experience I have ever had. There were many check-in lanes that said they were for SkyPriority passengers, but it seemed as if everyone on every flight was in that line, which took two hours to get us up to the desk and get our boarding pass. We were unable to check-in online (probably because of COVID verification requirements) and waited so long just to get a boarding pass -- we were not checking any bags) that we can within 5 minutes of missing our flight. At one point the check-in attendant said the problem was our fault because we came late -- but we were there more than two hours before our flight. The gate staff were very pleasant and handled the disgruntled crowds well, but the actual flight was disappointing. The seats were sub-par, uncomfortable and with no real footrest, and the staff, although very friendly and cheerful, were virtually absent most of the time. They didn't even respond to call buttons, and they kept the curtain closed during the entire flight so that anyone who wanted service (or to use the toilet, for that matter) had to pull it away and duck under it. I've never encountered cabin staff who kept themselves so isolated. It was a short flight, but memorable as deficient, and the check-in process was downright horrific. I'll avoid Aeromexico as much as I can in future.
AircraftBoeing 737-Max
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteNew York to Mexico City
Date FlownNovember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"wouldn’t refund or replace our ticket"

(United States)

Not Verified | Aeromexico took our families money and wouldn’t refund or replace our tickets after we couldn’t fly to Mexico during the start of COVID. We were suppose to fly in April 2020 and Mexico had shut down it’s border and didn’t open for a long time. Any company that is not willing to understand the circumstances of COVID and simply not refunding or helping in replacing purchased flights is crooked and is not to be trusted.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSeattle to Mexico
Date FlownNovember 2020
Value For Money 12345
no
1/10

"Avoid if you can"

(United States)

Trip Verified | The airline sucks, but most workers we interacted during the trip were trying to compensate it. Avoid if you can. Never ever have connection in MEX airport. We booked Aeromexico because it was the only flight with couple hours layover from SFO to LIM. The airline changed the flight schedule a few times and we eventually had 11 hours layover in the MEX airport. Aeromexico did not offer refund, but only voucher. Aeromexico customer service offered VIP lounge as a compensation, but in the MEX airport we were asked to pay for it. On our way back we had a horrible experience of waiting in line about TWO hours to pass MEX custom for connection stopover. There were thousands packed in the line. COVID social distance was totally ignored. That was a perfect place to spread COVID or any other decease. Very poor communication: 80% in-flight and boarding communication was in Spanish. Most of the staff in MEX did not speak English. The airline did not communicate COVID documents requirements before the flight. Our forms filled before flight were turned down. In-flight entertainment system was broken or misconfigured - the US movies did not have English subtitles.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSan Francisco to Lima via Mexico City
Date FlownOctober 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no