Aeromexico

✅ Trip Verified | Flight Amsterdam - Acapulco via Mexico City in economy class. Flight to Mexico City on brand new Boeing 787-9. Seats in economy were good, decent width and leg room. Also inflight entertainment made a good impression on me. Touchscreens were responsive, quite big and provided good quality. Choice of movies, definitely not as large as on Emirates but still sufficient, even for a long 12 hour flight. Service during the whole flight was very good, cabin crew were kind and attentive. Connecting flight to Acapulco on Embraer 190, which is my favourite regional jet. Seats on this airplane are really comfortable. I really enjoyed flying Aeromexico! Excellent price-value ratio!

✅ Trip Verified | Flew Mexico City to London Heathrow. I fly pretty often with Aeromexico, since I live in Mexico and I never choose Aeromexico for long-haul flights, however this time it was the best option in terms of schedule and time. I have to admit that everything worked well. The aircraft was pretty new, my seat was a standard business class seat that transforms into a fully flat bed. Entertainment was fair and sufficient, plenty of movies, service was outstanding, friendly, efficient and attentive. Food wasn’t really special, however it was good, with options of chicken, pasta or beef. Wines were ok as well. Service at check in was fast and friendly. Time schedule were perfectly on time. For this time I can rate Aeromexico as pretty good and trustable airline.

✅ Trip Verified | We purchased our flights from Vayama on Jan 4th 2017. We paid 653.61. We got to Mexico City and due to Immigration hold all flights coming in. We arrived at 5:30am. Our flight was to leave at 8am. Needless to say we missed our flight due to Immigration holding all incoming flights. We also told them we had a connecting flight we were told to wait in line, When we tried to get the flight and it was 7:45am we were told you missed your flight. So we were told by your people that because we used a travel agent you would not honor our tickets. So we ended up spending another 600+ to take flight 3490 leaving mexico city at 14:35. I'm very upset about how we were treated from AeroMexico that due to no fault of our own we did not make that flight. I asked several people for there names and NO one would respond or even had a name tag.

✅ Trip Verified | Calgary to El Salvador via Mexico City. Aeromexico in Calgary, never checked that my passport had 5 months and 28 days to expire, in Mexico City they did not allow me to take the next flight to El Salvador. I have to stay in Mexico City and after 3 days, spending more than US$1,000 the Canadian embassy issued a temporary passport. At this point my nightmare continued, they lost one of my 4 bags that l checked in Calgary. After one month dealing with this company, they only paid me back $1,100 Canadian dollars and my claim was for $4,000 US.

✅ Trip Verified | Houston to Zacatecas via Mexico City. I had the worst experience with this airline. I booked a flight for December 3rd to fly out for my grandmother’s funeral. The flight was supposed to fly out at 1240. We got to the airport at 945am and were at the terminal ready to fly out by 1015. However at 1245 they announced a delay. Every 30 mins they would report a delay. At about 230/3 they said some parts needed to be replaced but that the parts were on the 545 flight. They said the repairs would take place then and then we would fly out afterwards. At 645 some other passengers were commenting that the flight had been canceled. So we lined up and after another long wait we were told that indeed the flight had been canceled. 6 hours later!!! They offered to rebook the flight for he morning but said i would have to speak to a supervisor to see if they would be willing to get us a hotel for the night. They said they dont do it because we live in Houston. I live more than an hr away from the airport and we had been dropped off, not to mention bad weather had just started. We had to wait for our ride and ended up not leaving the airport until 945pm. We were there 12 hours! We honestly could have driven and made it to where we were going. Apart from the long wait, i was traveling with my toddler(yr and a half). After we had waited 2 hrs i asked if we could borrow one of the cribs used on the plane or heck even just a box would work. She just needs something to sleep in thats not wide open. The Aeroméxico staff member said they didnt have any and she couldn't help me. It was miserable because she couldnt take a nap. After 4 hra of waiting I went and asked the staff again. Different staff member told me there was a nusery with beds right around the corner. Are you kidding me? My kid was fussy and miserable and the solution was right around the corner? Heck for the long wait they could have at least fed us. Airport food is expensive and them saying here go eat wouldve been nice. I also wasnt told that when I pay for an infant ticket I get to check in a 50pound bag in for free. I ended up paying online for a bag, thats $25 I could have saved. We ended up not being able to fly out the next day because we still wouldnt make it in time for the funeral. So we asked to change the dates. They said they could but I had to go back to the airport and change the tickets there. So 2 days later I drove back to the airport only to find there was nobody at the aeromexico terminal. On the board it said there was a flight leaving at 1130 but the airport supervisor said there was only air china flying out. So another 2 hrs wasted. I ended up having to call and after being disconnected 3 times, 40 mins later they were finally changed. Again nobody said I see you paid for a bag but you’re entitled to a free bag. Nothing. Wasted so much time, missed my grandmother’s funeral and spent extra money on food, gas and luggage than what was necessary.

✅ Trip Verified | Mexico City to London. This was our fourth flight with Aeromexico in the last two weeks. Flying from London to Mexico City. Then to Huatulco. Then Oaxaca to Mexico City. And finally back to London. I can say that this is now probably one of my favourite airlines having travelled around the world for many years on many airlines. Friendly staff. Helpful. Very comfortable seats. Slept more on these planes than others. Great food and drink. Easy check in on their website or at airport. Good prices. Would recommend them as an airline. Surprised as their reviews are not so good so wasn't expecting much. But so happy to have used them. Best thing was the wonderful Tequila after their meals. It was an amazing taste. Great films.

✅ Trip Verified | Mexico to Detroit. The gate staff did not call for families with small children to board first, when I asked why that was the case I was told it was company policy and I was quickly dismissed by the gate staff. Upon boarding the gate staff were rude (assume it was due to my question/complaint about the boarding process). I told the gate staff that I was unsatisfied on their boarding process (again) and she simply ignored me. I made a final comment of dissatisfaction with their entire company and as I was boarding she flagged security and told them that I needed a "special screening".

✅ Trip Verified | Seattle to Medellin via LAX / Mexico City. Aeromexico made major changes to my itinerary, instead of waiting 2 hours in each airport (how I booked the flight) I would have to wait 16 hours on my first flight and 11 hours on the second one. For this reason I could not take this flight. The airline offered me a refund of 100% of the cost of my ticket. Now that the flight was cancelled they are putting all the responsibility to the agency that I booked with saying that I have to talk with the agency. While the agency tells me that they have accepted giving me a refund but they need the refund from the airline. The agency is still waiting for the money back to give me my refund. And at the same time Aeromexico throws the ball to the agency. I have been on this issue for more than two weeks. Every time I call the answers I get are very blurry and they don't give me a straight forward answer. I have requested to talk with supervisors but they say that the supervisors are not there. Or simply they leave me waiting for one hour of waiting on the phone and finally they hang up (this has happened several times).

✅ Trip Verified | Quito to Mexico City. In Quito, I locked my suitcase with a TSA-approved lock. When I claimed it in Mexico City, the two metal fasteners to which the lock had been attached had both been cut and the lock was gone. Apparently the perpetrators were not interested in what was inside (mostly dirty laundry!), but the suitcase was permanently damaged and can no longer be locked. I complained to AeroMexico online, which promised a prompt response. 5 weeks later, I got an e-mail from them giving me a case number and asking for photos of the suitcase, my boarding pass, the luggage receipt, and my passport. I furnished those. They then replied that the damage was considered "minor" and not eligible for compensation "under our internal policies." So, tough luck, customer. Buyer, beware. I will not fly Aeromexico again.

✅ Trip Verified | Cancun to Mexico City. I am a frequent flyer and I have never experienced anything worse from any airline. 5 hour delay for a 25 minute flight and then refusing to let a family with a baby to board the plane because their attitude was bad. They are rude and disrespectful to customers. We had paid for an upgrade and it was removed at the airport. We were told to speak to the customer service hotline to try get a refund for the upgrade. Good luck with that!