Aeromexico

SFO-OAX roundtrip via MEX. Outbound the 12.40 am departure time became 4.30 am due to a crew issue. The plane was an older 737. The EmPower jacks at our seats were dead and there was grime on the hard part of the seat. There was no special meal service for business class - everybody got a small ham and cheese sandwich. The front toilet quickly got foul but that didn't stop a steady stream of coach passengers coming up front for it. The FA's were nowhere to be seen. AM has no connections/transfers desks for international arriving passengers at MEX. We instead had to go out to the airport lobby and stand in line for an hour at the ticket counter for a rebooking of our missed connection to OAX. Staff working in the ticketing lobby were rude. On the return flight to SFO it was the same older plane and yes the same type of ham sandwich for dinner. Only highlight of flying AM was that we ended up spending a lot of time at the Salon Premier lounges in T2 which were nice though filled to the gills.

MAD-MEX Economy class. Check in was a bit disorganized in Terminal 1 of Madrid. Terminal was very busy due to the summer holidays no sitting at the gate Terminal 1 has very poor services for travellers. Boarding was on time and done in a very organized way. Legroom was reasonable food was very nice and service was outstanding. Cabin crews were very polite and caring. Landing on time. Baggage came with 15 mins delay due to a shortage in transporting vehicles.

Mexico City to Narita thru Tijuana. At check-in I requested for check-thru for my baggage but the man in the counter said it is not possible. I got alarmed when my other colleagues (we were in a group reservation) baggage were checked-thru. I had to recall from baggage and made to baggage drop for check-thru to Manila via Narita. Mexico City to Tijuana leg we were assigned a seat number - 14E which did not exist. So they found us seats on row 22. When we reached Tijuana we stayed on board and we asked if we needed to change seats as we were given boarding pass with different seat assignments. Again I was assigned seat 12A which still does not exist in the plane. We were made to sit in other seats and we had to bring our blankets and earphones because they do not issue fresh ones. We had connecting flights in Narita for our trip to Manila. When we got to Manila our baggage did not come with us. For 2 days we tracked our delayed baggage and learned they were not loaded apparently when we left Mexico.

We were traveling to San Luis Potosi from Phoenix. Check in took 1.5 hours we got 5 seats two or 3 rows separated from each other (3 kids 47 and 10). We relied on the kindness of people on the plane to get all the seats together. For delays we lost the connection flight to SLP in Mexico City and we got a flight next day (18 hours later from our original). I asked for compensation for the hotel expenses We got nothing but the worst is that at the next day We just find out that local passengers got hotel expenses and we were international. I am going to use this airline.

A comedy of errors! Two days after the switchover to the SABRE reservation system check-in was still delayed a lot because they never trained their staff on the new system! My SAT-MEX flight left and arrived two hours late. There was no announcement of the cause for the delay. It took the agents about 10 minutes to check a passenger. As passengers finally trickled to the gate there was no agent and no sign confirming that this was an Aeromexico departure gate - and there was no plane. On the return May 29 things were still a bit slow that's when the agent told me that she had arrived at work on May 22 to find totally new screens on which she had received no training. The system also told them (on May 29) that I hadn't paid when in fact it was a prepaid Expedia ticket. Apparently they had changed the flight number right as they were switching systems and my reservation was not transferred correctly. After my flight boarded they announced that the co-pilot hadn't arrived! Hence a half-hour delay. Totally amateurish performance throughout by this airline which I will try to avoid flying.

MIA-MEX roundtrip on Boeing 737-800 both legs. Crew professional offering drinks and refills. Hot breakfast on morning flight and full meal on afternoon flight back. I was offered a headset and newspapers. Both flights on time.

LHR-CDG-MEX-MZT. Last leg AeroMexico MEX-MZT ground staff in MEX unhelpful checked in as soon as possible and still couldn't get us seats together (only two of us) for any of our connections. Trying to submit comments to their customer service afterwards gets you no where except repeated automated messages and there is no customer service number you can reach from the UK. I would never fly them again if there was an alternative.

AGU-MEX-JFK E170/B737-800 in economy plus. Aeromexico had the lowest walk-up fare and still acceptable connection in Mexico City. Onboard service professional occasionally smiling and frequently offering beverages. T2 Terminal in MEX is comfortable and acceptable eating and other amenities. MEX-JFK a hot meal and beverages incl alcohol and newspapers/magazines. FAs were curt. The only downside to AM is that they are rarely competitive on fares relative to American Airlines CO and US on advance purchases.

MIA-MEX on Boeing 737 and MEX-DGO on Embraer 190. Clean modern aircraft. Served breakfast and drinks by friendly flight crew. Flights on time and terminal 2 in Mexico city airport out is amazing.

When I called the customer service representative to voice my displeasure with my flight the representative was rude while speaking and even hung up on me. He offered no help and even attempted to mock me. As beautiful as Cancun was I would never go back if my only option was to fly AeroMexico. Cheap flights means cheap service and even worse customer assistance.