Aeromexico

✅ Trip Verified | Mexico City to Montreal. Aeromexico has the worst customer service I have ever encountered. Because of their negligence, I missed my return flight and then they insisted I pay for a new flight. It was my first trip to Mexico, and at no point was I told I would need the immigration paper they gave me on arrival to leave the country. They did not ask if I had it when I checked in, or at any point until I was boarding the plane. The immigration paper was in my checked bag, which they had enough time to remove, and make me buy a new ticket, but not to let me get another immigration paper. I asked the Aeromexico manager how many times a day this happens to people; she said oh MANY. Then isn’t this a problem, I said, couldn’t Aeromexico check for this paper when the other documents are checked, at check in? She rudely said this was not their problem. In fact, Aeromexico makes a lot of money off this- if as she says many people a day encounter this and they do nothing to fix the issue.

✅ Trip Verified | Mexico City to Boston. Went on a girls trip the last week of April to Cabo flying into Mexico City via AeroMexico. Getting there no problem we all arrived all of our baggage arrived. However our leave date we are sitting waiting to board our flight the is to board and leave at 3:10pm. Another girlfriend and I are told we need to go to immigration to get the card we were given when we arrived ok no problem we have time before our flight leaves, however how about its told to every one flying into the Country that that slip is needed to get out, and how about the cost if it needs replacing? Give me a break there are all these procedures to get in and out of places I bet its not hard to verify who we are and where we are going or coming from. With that said we return to our gate at 3:00pm to learn our flight has left, its not supposed to leave until 3:10pm we learn we were not paged at all nor were any finally boarding calls made for this flight the customer service after this was absolutely horrendous! You are an international airport not one of your employees cared to apologize that our flight was gone nor did anyone care to speak English to help us everyone was pointing us in every other way, we were told there would be no flights until the next day. We then go to the AeroMexico counter where we encounter another rude employee who tells us there is nothing he can do but we can check with Delta so we go over to delta and he says all i can tell you is we have another flight but you need to get AeroMexico to change yours, so we go back to AreoMexico to try and explain what Delta has said, him not understanding. So we go back over to Delta and explain what AeroMexico says and that he will not go over and talk to him so Delta gets up and goes over to AeroMexico returns to us to say we now have 10 minutes to go to international baggage claim and get back to get this flight because our bags were removed from the flight. So we do not get back within 20 mins trying to get back to the correct place to book a new flight was shit because not one of your employees knew or understood English, we finally get to where we need to be and again we are told there are no flights. Then we are told its going to cost us a pretty penny to book a new flight home. So now we are in the process of trying to get reimbursed which is again hell.

✅ Trip Verified | London to Mexico. As mentioned before the general customer service is lacking. I booked an AM Plus seat which is advertised with priority checking, priority boarding and priority checking. Of these three only priority checking is done (you can use the skypriority lane). Besides that the AM Plus extra leg space isn't really worth the money and seats are still cramped. Friendliness of both ground and cabin personal could be better (excluding a few exceptions). They focus in their messaging on their new planes and technology whereas they really should increase their overall customer experience. (including their terrible website). The food quality from LHR to MEX was just terrible, the pasta was just bland pasta with some cream. Absolutely inedible. Definately one of the weakest Sky Team members. Value for money was okay as I managed to purchase a cheap ticket.

✅ Trip Verified | I flew out from Heathrow to Mexico City on 29 March 2018, and later I flew from Mexico City to Havana on 11 April, returning on 14 April, before returning to London later that evening. Flight from London was good (although we had upgraded to AM plus). Flights to and from Cuba were both fine too. I had read that the planes were old on that route, but everything seemed ok to me. My beef is with the return trip from Mexico City to London. I checked in very early that evening (it was impossible to check in online from Cuba as the website said I had to go to the airport in Mexico City), yet was told that I was on standby. I booked the flights in 2017, and Aeromexico should have realised that I was travelling with them from Cuba to Mexico City, getting the first available London flight. The rise of budget carriers such as Easyjet has made booking and flight processing more easy. Overbooking is an air industry scandal, and yet Aeromexico staff in Mexico City confirmed that is what they had done. I resent being relegated to standby when I had booked well in advance, and had even upgraded some seats. I was not informed I had a seat until just before an hour before take off. Aeromexico staff on the ground had to deal with young families, single women and groups of women who had all been demoted to standby, like me. The staff said it was company policy to overbook. I find that this is where Aeromexico lets itself down. The stress involved in having to consider getting cash, replanning all transport back in the UK and contacting those who needed to know is an unnecessary one. Aeromexico should reimburse money to all affected passengers. Never again.

✅ Trip Verified | We had a flight from Amsterdam to Panama which was delayed about 4 hrs because the airport in Mexico was closed. After, when we were changing flights to Panama, they lost our luggage and we had to wait one day to get them back. Even when they told us what time we could expect the delivery, they were about 1.5 hours late. I've been trying to contact Aeromexico to complain about luggage and nobody has answered since December. Its not a professional customer service. Every time I write an email to the main reception, they send me back to other departments.

✅ Trip Verified | Flight from Amsterdam to Mexico was OK, the seat was comfortable enough and sitting in 6J with an infant on the first row of economy class right behind I was lucky enough to have a quiet flight. Service was attentive and the food, while lacking in presentation, was edible. The trouble started upon arrival in Mexico City at 3am, where I was to connect to a flight on the same business class ticket, but operated by Avianca. I’d chosen this connection for its shorter layover time. The transfer desk in the arrivals hall at MEX was unmanned, so I proceeded on my own to the departure hall’s Aeromexico check-in area where I was told to switch terminals to check-in with Avianca. Since the monorail was not operating at that hour I was supposed to take a taxi. Once at the Avianca check-in counter it became clear that I was booked in economy to Bogota. Nowhere during booking was this evident (I even retraced my booking steps on the same connection at a later date to verify any mention of travel in economy). It seemed that the AV was already overbooked (i.e. known to Aeromexico) at the time of booking. Aside from the economy experience on a business class ticket, the less than smooth connection at MEX, Aeromexico took 6 weeks to respond to my complaint. Their Twitter account ignored me completely and when I received an e-mail response, let’s just say that, for the result, in the end I might as well not have complained at all. On the return flight, no connection issues, however the food both out of BOG and MEX was subpar and the service was distracted and messy especially on the long haul stretch. Comming into AMS I had to ask for coffee creamer twice (coffee was poured and no milk or creamer was at hand on the trolley) and I had to grasp it from the purser’s fingers as she dangled it over me when she came back from the galley talking to someone else. I left the omelet untouched, because I couldn’t identify its filling and it tasted of nothing. Aeromexico is a disgrace to the Skyteam group.

✅ Trip Verified | London to Mexico City return. Excellent flight, marvelous staff and great value for money. Both flights were fantastic: on time, easy check-in and check-out, the staff was helpful and friendly, comfortable seats, clean plane overall. I was pleasently surprised by the food quality. I ordered a vegetarian meal and got 2 delicious meals that consisted of a fruit plate, salad with dressing, bread and a main curse that changed: curry rice with broccoli, roasted vegetables with a promodoro sauce, vegetable stir fry and chilaquiles with beans.

✅ Trip Verified | Los Angeles to Havana via Mexico City. Aeromexico lost my bag on my recent trip to Havana. I tried unsuccessfully to communicate with them for 5 days. I then did manage to find a very helpful person who located my bag in Havana where it had been all along. This young man got my bag forwarded to me in Australia however, Aeromexico would not pay for delivery to me in Sydney. I eventually paid a courier $70.00 to deliver it to me. So, it took in all 12 days, lots of phone calls by me( none by Aeromexico), to get my bag and by that time the holiday was over! I have been emailing their lost baggage dept at the contact address they gave me to get the compensation they say I was entitled to and hopefully my $70, but they simply do not answer requests by phone or email I guess they think you will just disappear if they keep ignoring you. I think I was very lucky to get my bag back actually albeit late and soaking wet.

✅ Trip Verified | Bogota to Calgary via Mexico City. I have traveled on a number of national carrier, and AeroMexico indeed earns the review as the worst airline in the world! I arrived at Bogota's El Dorado airport for a 7:57am flight to Calgary, Canada, checked-in and received my boarding pass, cleared security, and headed to Gate 48 as was indicated on my boarding card. At 7:50am I learned that the proper gate was in fact 48A, which was separate from where my waiting area was at Gate 48. I never received any page over the intercom, and was unaware of the difference in areas. After sprinting downstairs to Gate 48A on a mezzanine level I learned from another El Dorado Airport staff member not affiliated with AeroMexico (but still useless) that the boarding had closed and I had effectively missed my departure. I spent the next 30 minutes trying to track down an actual AeroMexico representative at which time I was told that the error was completely my fault, and that the best that AeroMexico could do was offer me it's "deepest regret" at my problem. The Bogota AeroMexico representative offered no solutions and ultimately took me to their back office in the airport where she proceeded to close a large door in my face, hide like a coward along with the rest of her colleagues, and summon security to escort me back to the main departure hall so that they could carry on with their day removed from my issue. Ultimately I had to book $1,500 worth of flights on United Airlines and linger around El Dorado for 16 hours before leaving on a 1:15am departure the next morning. AeroMexico has no interest in providing solutions to traveler problems; has no interest in acknowledging their error even in spite of overwhelming evidence including official boarding passes stating the correct gate, AeroMexico website screenshots for the flight showing the same gate information as my boarding card even two hours after departure, and pictures of two entirely different locations (see attached); and is entirely focused on taking your money and reservation and then letting you navigate your way through their processes without any assistance and at your own peril. Save your time, save your money, save your effort and sanity, and book your travels to Central and South America with any other airline if you can, even if the number of connections and time to arrive at your desired destination is longer, as dealing with AeroMexico is a textbook lesson in business incompetence.

✅ Trip Verified | The boarding of the Aeromexico flight AM26, Amsterdam to Mexico City started on time and even if it was only from one door was quite efficient. It was completed 15 minutes prior to departure. The flight attendant passed through the aisles to serve orange juice and champagne before departure. The flight departed on time. With some turbulence, the seat belt sign stayed on for the full duration of the flight. The meal consisted of a choice between the breast of chicken, rigatoni pasta or fish. I selected the chicken. Although the appetizer (smoked salmon) and salad were really good, the chicken was over cooked and missing sauce as it was really dry. For breakfast, the omelette, sautéed spinach was really good. All flight attendants were really professional. The flight arrived on time in Mexico City. The custom lines were empty and the delivery of the luggage came on time. The priority luggage was delivered first.