Aeromexico

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.

Not Verified | When I purchased flights, for an additional fee I was offered a more flexible option for changing flight dates. I took the inbound flight, then thought to return a week later than planned. When I tried to use it, the change fee was more than the round ticket itself. I went to the airline website and purchading an one-way ticket was even cheaper than changing the date. In my case I wasted money for a "flexible" ticket.

✅ Trip Verified | If you ever consider flying with Aeromexico, I strongly advise against it. In my personal experience, this airline has demonstrated a lack of professionalism and reliability. One of the major issues I encountered is their frequent changes in flight areas without providing sufficient means for passengers to stay informed. The availability of screens displaying these changes is limited, and there is a notable absence of announcements in English or bilingual employees to assist non-Spanish speakers. During my journey, which involved a stopover in Mexico City on both the outbound and return flights, I encountered a distressing situation involving my 87-year-old grandmother. Aeromexico staff separated her from the rest of our party, despite the presence of completely vacant seats on one of the flights where we could have easily been accommodated together. When we approached the employees for assistance, they claimed there was nothing they could do, leaving us feeling frustrated and disappointed. Regrettably, the most appalling customer service experience occurred on our return journey, as well as on our way to our destination. All members of our travel group contracted a parasite during our trip. As we were boarding the flight, the airline initially announced that they would wait for a passenger in the bathroom, only to abruptly change their decision and close the doors, leaving us behind. It is common for groups traveling together to prefer not to leave anyone behind, and this unexpected action forced us to endure a gruelling 12-hour wait at the airport. Even after spending approximately $580 per person for the return trip, we encountered further rudeness from the Aeromexico staff during security procedures. Considering the involvement of three countries in our travels, one would expect a certain level of customer service, but unfortunately, Aeromexico failed to meet even the most basic standards. I strongly recommend exploring alternative airlines and investing your money elsewhere for a more satisfactory travel experience.

Not Verified | Absolute sham of an airline. They offer me an upgrade to Business class - I paid £3100, they took my money and then I ended up in Main Class - I spoke to them and they stated that it was a system error and they would refund me - that was over 7 days ago and still no refund so going to have to make a claim with my Credit card. Awful to deal with - you keep getting fobbed off, I'm convinced they lie to you or make things up just to get you off the phone. I've also noticed that there a Facebook page set up for disgruntled customers who have also been scammed by the Business class upgrade offer. Stay clear of these cowboys.

Not Verified | We had business class tickets in row 2. Just before boarding they downgraded us to middle seats in coach. They lied that they switched aircraft’s and there weren’t enough seats now. Not true. They downgraded us because someone probably paid more money for their tickets so they sent us to the back of the plane in middle seats. We flew 8 hours out of our way to get to Mexico City for this business class flight only for them to take it from us! They are the worst. Do not fly with them ever.

✅ Trip Verified | It was a 48 hour trip. Our flight got cancelled in one of the connections, FCO-CDG-MEX-PVR, in Paris. We overnight there. Then, the next day, the flight was cancelled again and I was lucky to get on the next available flight. Arrive in Mexico City MEX, late and missed my connection to PVR. One more night at a hotel. The following day I flew to PVR in economy class because business class was full. Arrived in PVR but my luggage did not. It arrived 2 days later. My review is not about the delays but the bad service of Aeromexico crew and ground service. Aeromexico flight attendants are cut and dry sort of unfriendly. They are not rude but they seem that they are not happy doing what they do. During the flight, some of the pursers talk too much. I like to have 1J seat and I constantly hear they chit chatting among themselves. Another annoying factor is that as a typical Mexican Airline, they love sponsors. Ground personal, are the worst. They seem all so unhappy that I try to do my check in at home and not face them. Watch out, if you have a problem, then you are in trouble. Seldom they find solutions but try to make it more difficult for you. If you are going to connect in Mexico City Airport, do yourself a favor, choose the fastest connecting flight, I think it is one of the worst airports I have been and don´t rely on Aeromexico Lounge. It is a lounge for anyone that pays a fee to get in. It is uncomfortable, crowed, noise and there is seldom any food to eat. If you are a frequent flyer with AM, you probably already realized that their mileage programe is a hoax. If you want to exchange for a business class ticket they ask in a R/T trip in some cases almost 1 million points. In economy if you are luck with 300,000 points. Do you know how long you will take to accrue that many miles? Aeromexico rips you off and gives bad service. I fly 3 to 4 times a year to Europe alone and I barely have 300,000 miles plus some transferred from my Amex.

✅ Trip Verified | I made the purchase (and paid the difference) for a direct flight Madrid - Monterrey which was modified by Aeromexico with stopover in CDMX. Modified for the second time delaying the scale an hour 17:55 hrs , 3rd 18:00hrs, 4th 20:40hrs, fifth time 23:10hrs, and finally being canceled. During my 8 hrs waiting time, two flights left for Monterrey in my scheduled hour contradicting the reason that the changes were due to weather and we were told BY SPEAKER that we would wait for the staff coming from flight 118 cd juarez, which would land at 20hrs. Making it clear that there was a lack of personnel to take off. The service given by the employees of customer service is very slow, it is deficient and it is incredible that they have so little ability to solve simple questions. Having no refund response, hotel, accommodation, your answer "check customer service", we dial during the stay at the airport and tell us "that is solved at the airport, not with us", you go to the sales module and tell us "here we only sell tickets, we do not know anything about hotel or refunds, call by phone", we approach another employee and his answer is "send an email" that is no one can help you solve anything personally (And don't even think that by email they'll solve something) The bags were delivered to us with all the contents inside wet, not damp, soaked, could squeeze clothes. On the return flight from Madrid, there were no water bottles in the seats, as there are regularly. For a 12 hrs flight. Won't fly again with them. Choose Iberia!

✅ Trip Verified | This airline is truly awful, and truly incompetent. They don't care. And they're unscrupulous and disingenuous, aka crooks. I flew to Vallarta from SFO via Mexico City. Outbound was an hour late. They changed my connection flight despite our arriving on time for me to make the original connection. Had a four hour layover as a result. All of that was inconvenient, but within the realm of airline travel in our times. The real issue was the return. I checked in online, had my boarding passes, arrived on time and was ready to board. When I checked in at the desk, they told me I was bumped because of a "credit card problem." The roundtrip had been fully paid for and posted two months prior so I knew that was nonsense. I argued, pleaded, used logic and my fluent Spanish. I called for the manager all to no avail. Ten stoic employees observing my rancor, nothing. Long story short, I had to buy a one-way return on another airline (no way was I going to reward bad behavior by rebooking with them). Another day in Vallarta on the weekend and another night of hotel are not the end of the world, but my nerves and usual motto of "assuming good intentions" in people took a hit. It's tragic that the flagship carrier of a nation of otherwise good and honest people should be marred by the actions of the few. Luckily, I had paid with credit card that treated me like a customer and refunded me 50% of the fare, but still. Caveat emptor.