Aeromexico

✅ Trip Verified | My issue is with customer service and getting a refund for the money they have taken from my account, they have double charged me for a ticket and owe me almost £1000 when they assured me the first charge wouldn't get taken as it was pending and then took it anyways once they made me pay for the ticket again. They keep telling me its going to be refunded in 5 days, then 15 days, then 30 days, its now been 3 months. They have stolen my money and ruined my holiday to Mexico. I have been constantly lied to and have had to call and email dozens of times. I've even gone to the desk at both airports and been told to email as there was no one there that could help.

✅ Trip Verified | Ok first we never flew with Aeromexico because we were never given a chance. Before booking with anyone I thought Aeromexico would probably be the best for customer service. Big mistake! Our trip was 19 days away and well we were super excited because we were going to see my husband's sister and our nephew who is one. I shouldn't say excited but we were finally going to see him because he is very sick from cancer and they don't think he will make it to his second birthday. Anyways, I always have a habit of checking on international airlines because they always change the time or date. I couldn't check because it said I didn't have a confirmation number or flight number. We had two stops before getting to our destination so I had to call Delta first. Delta said Aeromexico cancelled our flight. I then called Aeromexico and they said I called and spoke Spanish to cancel our trip and get a refund, mind you I always ask to speak to someone in English because my Spanish isn't to great. Then I ask to speak to a supervisor and they said none were available. Next day I called to speak to a supervisor and a agent was going to investigate what happened. He than calls me again the next day and says that I sent them an email asking for a cancellation and refund, another lie! I ask for someone higher than him because this was upsetting already. Still no one. The next day he calls me back and says, it wasn't me who sent the email but my 17 year old daughter. Another lie! I think they just went down our itinerary and picked a name to blame. Our dog was supposed to go with us because I couldn't leave her here for so long. I paid almost $400 dollars for her. They said they don't refund pet fees and airline fee etc. I lost almost 1,000 dollars because of Aeromexico. I had to cancel our Airbnb and they didn't give us our money back. This airline does not care for their customers.

✅ Trip Verified | Awful experience. Sat at 31A, staff told me I had to move to 30B as they needed this seat for staff. Super rude, never offered me food or drink. Never again.

✅ Trip Verified | Both our flights were delayed. The outgoing flight to Mexico City made us sitting on a hot runway for more than two hours. The delay on the way back to the US made us miss our connecting flight to our home destination. We needed to cover a hotel room on our own for the night while we waited for our rescheduled flight home. When we asked for a clarification and compensation, the company flat out denied any responsibility. Don't book with Aeromexico if you can avoid it. They can't get you there on time and have awful customer service.

Not Verified | When we got to the airport and they charged us $150 to stow one bag. We were appalled by the cost but was left with no choice. When I checked my account a couple days later, they had charge us twice for that bag and then added a third charge of $100. So, $400 for 1 bag. After submitting the concern which was very difficult in itself, they responded 5 Weeks later. Asking for more information. I sent requested info. They came back and asked for even more info and one of the requests was an image of the credit card used to pay for the bag. That didn't sound right, and I contacted my banks fraud department. My bank advised me to never send an image of a credit card to anyone. So now my bank is investigating this. I doubt if we will ever get our money back. Lesson learned. Never fly AeroMexico again!

✅ Trip Verified | Their customer service is the worst, especially when you are in a foreign country. No one to help and the only option they have to go purchase more tickets. After purchasing 1st class tickets, our tickets were canceled and no was was able to help us, not even the airline. Unbelievable, especially since we had insurance on our tickets. Ended up spending the same amount again to catch a flight home for 4 people. Disgusted! If I could leave 0 stars I would.

✅ Trip Verified | I just tried checking in with Aeromexico from Cancun to Mexico City and they gave my wife and me middle seats in different rows (I didn't pay for specific seats). Then I tried to change our seats and pay for "comfort" seats (same as economy but further forward) and was bombarded with attempts to sell me First Class seats (same as economy but further forward). When I paid for the "comfort" seats the payment "failed" and then I tried again and the exact same seats were over double the price! The price increased by over double as soon as my payment "failed" for unknown reasons, and the comfort seats were now more than the upgrade to First Class! We'll just sit in different rows to Mexico City.

Not Verified | Worst experience I ever had in a flight. The ticket we purchased for my baby son was sold twice to another person. Instead of helping us to accommodate and find a solution for our 1 and a half year old son seating, the airline officers and a supervisor blamed us when we were already seating before the flight and accused us in front of the passengers of passing security with the wrong reservation (which of course never happened) even though we showed the seat and ticket reservation with our son's seat number. Specifically, the supervisor was very rude with me, my wife and father in law that is an elderly person in front of the passengers. Unfortunately, me and my family won't be flying with this airline again, the disrespect and distress caused by the supervisor and his crew was not excusable, some passengers even said that they never saw such a disrespectful treat of someone with a baby. At the end, we decided to remove our baby's chair and take our baby on our lap, as we thought, the baby was stressed and cried most of the flight (that was the main reason we purchased the seat in a first place). The airline hasn't refunded the purchased seat yet and haven't apologized on the incident, or the fact they sell same seats tickets to different people

✅ Trip Verified |  Words cannot adequately express the level of frustration and disappointment I have experienced with AeroMexico. My recent trip to Salina Cruz, Mexico turned into an absolute nightmare due to their abysmal service. Not only did they lose my essential surfboard bags, but their customer service has been shockingly unhelpful and downright rude. Despite numerous attempts to reach out for assistance, I've been met with nothing but callous indifference and even had the audacity of being hung up on. It's been almost a month since my bags went missing, and AeroMexico has shown zero urgency or accountability in resolving the issue. This experience has soured what was supposed to be an exciting surf trip, and I implore anyone considering flying with AeroMexico to think twice. They've demonstrated a complete disregard for their passengers and their belongings.

Not Verified | I booked them through Chase Travel Portal. Unfortunately, I missed my initial flight from LAX to Mexico City due to a check in error. I checked in on the Aeromexico app, and received my seats AND the boarding passes. I get to the airport and Aeromexico said I didn't check in and explained that I had seats 11D and 11E, but was unable to pull up the boarding passes on the app because it was too late already. An Aeromexico employee put my girlfriend and I on a standby list and after 8 hours, we were able to get on a flight to Mexico City. Upon speaking with numerous amounts of Aeromexico agents and Chase Travel agents, I was guaranteed a flight back since I did take a standby flight from Aeromexico. I wanted to confirm once I landed whether this was true, and unfortunately, Aeromexico said it wasn't the case and that I would have to buy a whole new ticket. I contacted their customer support and I haven't received anything regarding that. I had to pay $800+ just to get a last minute flight back to LAX. Aeromexico is absolute trash and I saw this with no respect what so ever. I review places on Yelp all the time and I NEVER give a bad review, but Aeromexico wants me to be stranded in Mexico City without giving me a flight back home.