Aeromexico

Not Verified | New York to Los Cabos. This is the most insensitive/money hungry airline I’ve ever had the displeasure of doing business with! My mom and I planned a trip to Cabo. However, due to COVID-19, we were on lockdown and as a result the date I booked the ticket for wouldn’t work. My mom is an essential employee and would not be granted the permission to take days off from work. Additionally, the extension date we were given would have coincide with my school. I explained I didn’t necessarily want to cancel my trip, I would have been fine with a later date then their deadline. They refused to change the date or give me a refund. Mind you I’m not an essential worker and lost my job due to the virus. They didn’t at all care, the only thing that mattered was their money! If you can’t count on a company during a tough time like this, when can you?

✅ Trip Verified | I don't recommend Aeromexico. I had a return La Paz to Mexico city and they canceled it probably because there were not enough passengers. Immediately, I tried to call the call center in the United States, without response; then Canada, without response, then a center in Europe, without response, too. I ended up buying another flight, so an additional cost with an expensive cost with the time spent on the phone because the internet was bad, and I couldn't call by Skype. So I wrote to their complaints department to request the reimbursement of half of my ticket (I made Mexico La Paz) which took weeks to answer me. And the response was up to Aeromexico's indignity. "After a careful review of your case, we are sorry to inform that we will not be able to grant your request. Please allow us to share with you the reasons behind our decision: unfortunately, since your flights were canceled as a direct result of the regulations enforced during the COVID-19 threat, no refunds can be offered under those grounds. Nevertheless, since your flights were canceled due to the COVID-19 threat, your ticket qualifies for our protection policy that would allow us to rebook your unused flights, with the same traveling route and cabin, at no cost to you, as long as the new flights are completed before February the 28th of 2021. If the aforementioned policy does not meet your needs, you can make use of our flexibility policy that would allow you to make use of the value of your unused flights and change your traveling route or cabin, to book and complete your new flights before February the 28th of 2021; however, in this case, as there would be a change of route or cabin, if the value of the new flights desired exceeds the value of the original ones acquired, the difference in cost would have to be paid.We apologize for the inconveniences this decision may cause. We hope that you find our airline’s efforts useful." The answer was in April and my flight in March and their inaccessible call centers probably because they canceled a lot of flights. Aeromexico has no sense of service and no respect for its passengers.

✅ Trip Verified | Bogota to Oaxaca via Mexico City. Given the current Covit-19 Pandemic and flight calculations world wide, an the fact that AeroMexico canceled and changed our flights five (5) times and on the fish time they did not provide a flight for the first flight [Bogota, Colombia, to Mexico City, Mexico] of our trip with them. And the fact that the last flight [Mexico City, Mexico, to Oaxaca, Mexico] was scheduled to land over 23 hours after our original booking time of arrival. We could not leave our home country so we had to cancel our trip and all flights. Every Airline carrier refunded our money except for AeroMexico who will not give us our money back. Complaint: It is a fact that we purchased two [2] Basic fair tickets, that Aeromexico clearly states are non-refundable. But I find Aeromexico’s business practices morally questionable and their rules and regulations to be deliberately vague and lacking in transparency. As they are able to place all of un-natural and natural occurrences and squarely places the blames on shoulders of its customers. Take for example the current Covid-19 pandemic. People, families, and whole nations are being quarantined by their local governments. And there is a very large percentage of people who last month had a full-time job, had money to do what they wanted in life, and did not know that their job my be on and will most likely be placed in unemployment until this pandemic can be better managed by the world. And at the same time people have to worry about meeting basic need and essentials [food, medical]. Then there are companies like Aeromexico who refuse to return their customers money when the service provider cannot provide a service. In the current humanitarian crisis that this pandemic is causing people all over the world, it must be nice for a service provider to take money for a service that their clients can’t possible use and then provide only two [2] forms of compensation; (1) new reservation at a later date, (2) or an open book-ticket. But given the epidemic and the growing percentage of deaths worldwide. It seems to me that people should get their money back so they can use it take care of themselves and their family. And yet it seems financially advantageous for a company to keep their clients’ money giving this worldwide Covit-19 epidemic and the fact that your clients have an ever-growing chance of dying from Covit-19 and get to keep that money for basically doing nothing. I find this possibility sickening and I hope this is not a business practice of AeroMexico. As a customer myself who cannot travel because Covid-19 and whose money you are basically trying to steal because I need it back and for the fact you canceled our original flight. I hope that I can get my money back. As it stands I am just unhappy customer who will never forget this.

Not Verified | London Heathrow to Mexico City. Avoid. Their notion of Customer Service, doesn't understand what a Customer is, never mind the Service. Being told by the British PM to "not leave your home" because of COVID-19 was not understood as a reason as to why my flight needed to be cancelled. Asked to move it to another date - they did not understand how that would be possible. Utterly useless. Also, way overpriced, unless you get me there in half the time, review your ticket prices. It's a joke.

Not Verified | Torreon to Atlanta via México City. Our flight was canceled and Aeromexico paid for our new flight, hotel and meals. Phone wait time was only about 3 minutes. I would definitely recommend this airline to anyone.

✅ Trip Verified | Mexico to New York JFK. At the last moment, the plane was changed from the new Boeing 787 to the first Boeing 787 with the layout of seats 2-2-2. Armchairs are laid out in a bed, but not as comfortable as in the new one. The menu is very poor.

✅ Trip Verified | Well, I purchased round trip tickets from Seattle to Veracruz with a layover in Mexico City and the person I was to meet up with in Veracruz cancelled so I figured I'd just stay in Mexico City and catch the returning flight later since it also had a layover in Mexico City and Aeromexico thanked me for doing business with them by cancelling the remaining flights that I paid for after I stayed in Mexico City. It is their anti-customer policies like that right there that make it so I will never use their airline again and I will continue to warn others to avoid this airline. They cancelled my flights and of course won't refund any money so I figure I'll get even with them by costing them money. Basically they have a policy in place for every little thing that can happen when you are traveling not to help you but to rip you off so do yourself a big favor and simply choose any airline but this one. Good luck and thanks for reading

✅ Trip Verified | Merida to Mexico City. We booked a round trip Mexico City to Merida, Yucatan, Feb 15/March 1, 2020. Aeromexico changed the return trip departure time that did not allow sufficient time to go from the national terminal #2 to the international terminal #1 which also requires security clearance again. Distance between #2 to #1 is great and Terminal #1 is very large with much walking required. Long talks with agents and supervisors with inflexible responses. On two days the supervisors suggested I call back to speak with them on the following day to see if they would allow us to take an earlier flight to make our connections. Both times I called back at the suggested time and both of the names they had given me were unknown to anyone at the Houston call center. If they make a two hour or greater change their inflexible policy is only then accommodation is possible! They know exactly what they are doing to generate extra revenue. We were forced to buy an earlier flight at higher cost and they got to re-sell our now later flight a second time above my earlier booked price. We were held hostage in Mexico until we paid up or being trapped in Mexico City if we missed our flight home due to their change in departure time. They well knew this would impact many people on a large flight north. Result was that the inexpensive original return flight turned into double price for the earlier departure at premium (2 base cost +4 -premium double price equal 6 times the cost for a two hour flight and then their ability to resell my later flight seats a premium - a big $ money maker for AeroMexico. Look for any other options to save your self the same expensive trapped experience.

✅ Trip Verified | Cancun to Mexico City. Fast priority lane at check-in counter. No lounge available. Delayed flight with rather chaotic boarding. Comfortable seat. Most disappointing meal service. “Cold lunch” turned to be nuts and a chocolate bar. The same as for “breakfast” on previous flight. Luggage took ages to be delivered at MEX and we were actually filling in a complaint at baggage service desk when our pieces finally showed up on belt (with priority tags on, delivered last and 15 minutes after regular luggage). Very bad experience overall. Frequent flyer miles not credited and had to complain.

✅ Trip Verified | Mexico City to Cancun. Fast automated check-in, good lounge, efficient boarding, on-time flights, comfortable seat. Very disappointing meal service. “Breakfast” turned to be nuts and a chocolate bar. Uneventful flight, and luggage quickly delivered on arrival. Frequent flyer miles not credited and had to complain.