Aeromexico

✅ Trip Verified | Mexico City to Puerto Vallarta. We wait for our flight in the VIP lounge of the airline, a very nice place to spent the time before, unfortunately our flight was delay, as always in Mexico City, but we were called just in time for boarding. The seats are in very good condition, and space between them is ok for a one to two hours flight. The flight attendants are nice, but not incredible. A good option for beverage, even beer, whisky and other alcoholic beverage but the food is horrible, some peanuts and thats all. There is no screen or something and the all entertainment is the airline magazine, again not bad for a short flight. Aeromexico is much more expensive than other airlines and the services is just a little better than Interjet for example.

✅ Trip Verified | I previously had absolutely awful experiences with Aeromexico, but did not learn the lesson and booked a trip with them again. Once again I faced delayed flights and incompetent, ignorant service. My flight from Mexico City to Oaxaca was delayed for more than an hour, but the information in the Aeromexico terminal was displayed as "On Time" with no gate number and no sensible informatiom from staff who I approached at least four times. Finally I was directed to the Aeromexico counter and sent to the gate where we were kept waiting long past "on time" departure time. But it was fine as Oaxaca was my final destination. On my way back though I had only 1.5 hours in Mexico City between flights, and the flight from Oaxaca-Mexico City was delayed for an hour. In Oaxaca I was told by an agent at the counter that I would have to go through security in Mexico City, therefore could not buy Mezcal in Oaxaca as I only had a carry on bag. Since I lost an hour of transfer time, I lost all hope of making my flight to New York, but in Mexico City I did not have to go through security and ran to make it to the departure gate. However, this success was spoiled when I was refused an aisle seat as "that was a full flight". In the cabin, though there was an aisle seat which I was able to take with permission from the crew, and it was not the only available one. How inhuman it was to not accommodate my request at the counter! I only hope I will never have to fly with Aeromexico again.

✅ Trip Verified | Washington to Mexico City was uneventful other than the fact that the plane was incredibly old, reeked of fuel, and there was zero padding left on any of the seats. MEX back IAD and beyond was where AeroMexico showed its true colors. While attempting to board the plane we were informed that there was customs form that was mandatory to board. Absolutely our fault for not having these (we arrived 10 days prior and had discarded these not knowing how important they were). We were told that we needed to go back to the immigration office and get new ones and that it would take 5 minutes and they would wait. So we ran; and while sprinting back up to the gate they looked up; saw us approaching and proceeded finish closing the boarding door. We begged, pleaded, etc obviously to no avail. After that we were basically treated like dog sh*t to be scraped off a shoe and be rid of as quickly as possible. We were told by the gate agents (just rude angry people) ticketing agents (dead-eyed and uncaring) and supervisor (slightly more sympathetic but also completely unwilling to actually do anything for us) that immigration documentation is our responsibility, and as such we would need to pay $250USD per plus about $400 in fare difference (that's $650 each or $1,300 in total y'all) to simply get rebooked on the same flight the next day (it had seats available). Trying to get us on another earlier flight with a partner airline was completely out of the question. Uninterested in this extortion; we ended up paying for a hotel for the night and used points to book a return flight on a real airline. But hold on folks; it gets better! Our bags! They were checked on the original flight. Upon returning to the US I called their 800 number and got someone who told me that I needed to call the lost and found line (a Mexican number). This not sounding quite right to me (I had the bag tags and wanted them to just do a search and locate them) I asked if there was a supervisor I could speak to. I was put on hold; and after waiting for over an hour, ultimately hung up. The number he gave me to call is unsurprisingly not in service. At as loss for what to do I drove to the airport and went to the ticket counter (they fly one flight a day out IAD and don't have a baggage office). Here I found some nice people that actually tried to help. They did a search and told me the bags were still in Mexico City. "Oh Wait, they didn't tell you?" she says. When you don't board a flight that you checked bags on they're required to remove your bags from the flight before they depart! You should have been told to pick them up in Mexico City and recheck them on your next flight! They filed a request to have the bags brought up on the next flight and promised to call with an update on when that would be the next day. That was two days ago. They gave me a number to call and check on the bags. It goes directly to a VM box. I left a message. Not confident I'll get a response. There are thousands of dollars worth of climbing gear and technical clothing in those bags. I guess it's possible that I will see this all again but I'm losing hope. For anyone who might have had baggage issues with this airline; here's the baggage number: 571-502-8784. Bottom Line, stay away. It's not worth the $100 you might save to fly on this airline. Incompetence and a customer service apparatus that is very clearly designed to keep you at arms length and make it impossible get help.

✅ Trip Verified | Mexico City to Chicago. This was our first time connecting flight stop at Mexico City and it will be our last. The Aeromexico attendants were rude. For starters no one explained to us about immigration forms that needed to be filled out and ready to board the plane. Second of all they sent my wife who is an American citizen born in the USA to the immigration office which is odd because I am an American citizen and so is my sister. Also all we brought was carry on bags and they checked through fine through security but then minutes before boarding our plane an airline attendant randomly puts a tag on one of my carry on saying it is too big and heavy and will have to go down with luggage on the bottom of the airplane. And my wife went through security just like my sister and I, and before boarding the plane they called her name over the intercom to check her carry on luggage and body search again. This airline is extremely disorganized and they need better leaders to lead and explain the same information at all times to all the employees. We will not be traveling Aeromexico no matter how cheap their prices are it is not worth it. Please take my advice and don't waste your money and save yourself from unwanted stress.

✅ Trip Verified | London to Cancun return via Mexico City and I thought Aeromexico were very good. To me by far the most important factor is the legroom. They are definitely better than many airlines in this respect especially on the London to Mexico flights. The in flight entertainment system is very good and the cabin crew were nice. The only problem was that flights did not always show on screens at Mexico City airport and it was necessary to ask to find the boarding gate, but I think this is most likely the airport's fault.

✅ Trip Verified | Mostly good flights going and returning from Atlanta to Queretaro with Aeromexico, but this information may save you some aggravation: 1) Don't bother completing and printing the online FMM form. Just do it on the plane. Pre-printing slows down the process, seems few people are doing it and some of the folks handling the online forms are not yet comfortable or familiar with them. And once you've finished, there's no way to edit in case you discover a mistake later - as I did. This probably applies anywhere in Mexico. 2) "Get to the airport 3 hours early for international flights." No. We departed Queretaro at 06.30, and nothing began to function until [after] 04.00. It's a small airport, so once up and running things went quickly. 3) Departing Queretaro we had copied boarding passes onto our cell phones online and checked no bags, so no waiting at the counter. After waiting in line at security, we were sent back to the ticket counter because Aeromexico could only process paper tickets upon boarding. So we found ourselves at the back of the counter line waiting for supposedly unnecessary paper, after which we once again trudged back to security processing. This could change some day, but probably no way to easily know when. 4) There was a fog delay outbound from Queretaro. Obviously no fault of the airline, but maybe good to know about flight conditions this time of the year.

❎ Not Verified | Vancouver to Managua via Mexico City. An absolutely infuriating experience. Hopelessly incompetent customer relations staff and I’m convinced the whole ordeal was a scam! We were on a layover and waiting at the correct gate to board the flight. The ticket said that our gate time was 1550 and we had checked in earlier to see if we could board. The flight attendant said to wait. So we waited and listened. During this period there was 6 last calls from Mexico city to Monterey. I know this because I was listening intently. At 1535 there was the first and only last call for our flight. Quite literally we were at the gate 5 seconds later at which time the gate attendant looked us in the eye and shut the gate, even with people still visibly walking down the ramp to the plane! 7 people missed that plane and all 7 of us were at the correct gate on time. I honestly thought the lady was joking when she closed the gate immediately after saying last call. Missing the flight was one thing, but we then proceeded to get pinballed around the airport for hours. Speaking to one supervisor saying that he/she couldn’t do anything and the only person who could help us was the next person, and the next person. Will absolutely never fly Aeromexico again.

✅ Verified Review | San Francisco to Guadalajara. This company has the worst customer service. There are many things that they did wrong. First, our flight got delayed because of the bad weather but we managed to get to the airport for our connecting flight 1 hour prior to departure. However, there was no staff from Aeromexico at the counter so we couldn't get our boarding pasess. No self-check in option either. Called customer service and their solution was to book another flight because they couldn't do anything. What an awful, stressful and enraging experience. Never booking with them again.

✅ Verified Review | Aeromexico is relatively cheap to fly with, but their service is unpredictable and inconsistent. Recently I flew with them on a long series of flights, including Mexico City to Lima. On some legs of the trip, counter staff glanced at my bag and judged it to be too big to carry on. On other legs, staff glanced at the exact same bag and instantly ok'd it for carry on. En route an urgent issue arose and it was physically impossible for me to access counter staff so I had to phone the call centre. I explained the problem at least 4 or 5 times clearly and in detail but the agent would not listen or answer my questions. She just referred me to counter staff. On line check in is terrible - virtually impossible to use and judging by the long periods of time it is unavailable, Aeromexico does not give it priority. Seat comfort was average. Movie selection was excellent, music selection was abysmal. You need to pay extra attention to their scheduling. They have some short delays but once, for an international connecting flight I had, they suddenly, with less than 24 hours notice, scheduled departure for one hour earlier. Often Aeromexico offers the best fares, but they also have the earmarks of an airline that is increasingly trying to cut corners to the detriment of customers.

✅ Verified Review | Washington DC to Mexico City. Horrible customer service - I will never fly with Aeromexico again. 3 hour flight delay from Dulles to Mexico City caused me to miss my connection. Customer service barely understood English and showed little concern. I found them rude and unhelpful. I ask my wife (who is Mexican and speaks fluent Spanish and English) to assist me in changing my return flight which was also on Aeromexico. The customer service person was not only rude to her as well but they provided inaccurate information regarding their own flight routes and hung up instead of trying to understand the request of their customer. Never again. I gave them one star because they are the only flight from Washington D.C. to Mexico City overnight direct.