Aeromexico

✅ Trip Verified | AM 698. Check in at Mexico City Airport was a bit slowish due to the fact that many international flights were leaving mid-afternoon. While boarding the plane newspapers as well as candy were offered on the jetway, once on board the aircraft we were handed out headphones. The crew on this flight were rather courteous. This flight was on a Boeing with Sky Interior which had bigger bins and private TVs on every seat with a wide selection of movies. For this flight I chose row 29 since the last few rows offer an extra seat of legroom. After take off people were offered bottles of water, about thirty minutes after that beer, spirits, sodas and juices as well as a bag with peanuts or some sort of trail mix. Since I was in the back I had no choice on dinner but at least food is free. I was offered pasta with veggies and cheese, yoghurt, beer, salad and bread, there was another drink service mid flight and prior to landing more water bottles were offered. By far this was a great five hour flight, crew were very attentive and curious and you get better perks than what American carriers offer on flights between Mexico and the USA.

✅ Trip Verified | Houston to Mexico City. This was the second leg of my trip from Houston to Mexico City. An hour prior to boarding the gate agent called me to inform me my connecting luggage was ready to be put on the plane and I could pick it up once I arrived in Mexico City. This flight was operated by AeroMexico Connect on an Embraer 190. Once we started boarding it was done from zone one through three. Newspapers and candy were available on the jet bridge in both English and Spanish and flight attendants smiled and welcomed us onboard. About an hour into this short two hour flight snack boxes containing a mini croissant, two slices of cheese, apple sauce and a chocolate were handed out in economy class. Alcohol was available I ordered tequila and orange juice. Afterwards I was given a beer and we landed in Mexico City on time. Service was great what makes it better flying a Mexican carrier is having a latin crew as well as not having to pay for alcohol or food. Would recommend this airline.

✅ Trip Verified | Aeromexico personnel at the airport are rude and incompetent, they feel that we are begging for a favor when we are the ones paying their salary, if you ever need a flight think twice before choosing Aeromexico. My kids arrived to the wrong gate, for thus reason they arrived 1 hr before their flight to the correct gate, they told the attendants their flight was soon to depart but they didn't do anything and had them wait in line which was going to depart at a later time. By the time they got to the counter it was late and they lost their flight, customer service couldn't do anything for us. We will try not to use this airline again.

✅ Trip Verified | Mexico City to Amsterdam. Bought flights was in time, and landed before schedule. Service on airport was good, important you save the immigration ticket you receive on arrival, you need to give this when you board the airplane on return. Absolutely everything have been smooth, and its important to keep eye on monitors. Terminal 2 is small, so in case of gate change you dont need more than 5 minute from end to other end. Gate shows normally 1 hour before boarding time, so you have plenty of time. Crew gave a super service, with great food and alcohol, and I can recommend the company.

Not Verified | Mexico City to Houston. The connecting flight from Mexico City, Aeromexico/Delta gave me & my fiancé a really bad experience. They did not assign gate numbers for their flights initially and when we asked staff around us for our gate number they kept giving us the incorrect one causing us to miss our first flight at 3 and had to have it changed to 8. So we sat in the airport for 12 hours because of misinformed staff. We spoke to a manager for Aeromexico who was very rude and snappy and kept telling us that we should have been at the right gate even when we explained to her that the rep gave us the wrong gate number. She didn’t care what we had to say and just told us that it would be $400 to change flights. Something told us to speak to another Supervisor and their happened to be a man who politely listened to us and understood that we did not intentionally miss our flight because of the misunderstandings and as a courtesy he had our flight changed. Downside was that the next flight was not until 8pm so we sat in the airport for 8 hours. Will not be flying through this company again.

✅ Trip Verified | San Luis to Tijuana via Mexico City. Aeromexico cancelled my reservation without any phone call, email, or text message. When I asked why or how this could have happened they had no explanation other than I should go to an airport and show my ID and card. Which I did, immediately but did not do any good. I had to re-buy the tickets but this time for $300 more than when I made the purchase 12 hours earlier. They have no live customer service that deals with billing issue, they have only an email team that didnt see anything wrong with what they did. I wonder how many other people they cancel on just to re-sell at a higher price.

✅ Trip Verified | Bogota to Seattle via Mexico City. I purchased a ticket for my brother so he could come to the USA. I used my credit card to purchase the ticket. The next day I received an email from AeroMexico saying that I had to drive 2 hours to the airport to show them my identification. I contacted my credit card and was informed that they had approved the transaction. Turns out AeroMexico has a third party system that randomly flags charges and denies them and there is no way to override it. This is obviously a company from a developing country as this would never happen in a US company.

✅ Trip Verified | Vancouver to Havana via Mexico city. I was late 15 mins for check-in and there was at least 40 min. for me to go for boarding and people in the office said I was too late and didn't want to help. When i called customer service they said they need to charge no show up fee, Fare difference and another penalty so the total was like 600 CAD for the next flight. But new flight ticket was almost the same price. All I asked was at least the cancellation of no show up fee or the refund but they said it is non refundable. I asked if i could use the return but again I was told no. So they made me pay the whole ticket price.

✅ Trip Verified | Mexico City to Toronto. Aeromexico is a mess. Oversold flights, departure delays. They charge even if is their error. Hidden cost and a total lack of care of their customers. I’m a Sky Priority at Aeromexico, I cant choose any other airline to fly inside Mexico. So i know really well that Aeromexico is a dishonest airline.

✅ 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!!!