Aeromexico

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 565 reviews
4/10
3 star Skytrax Rating
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1/10

"tells me my reservations don’t exist"

(United States)

Trip Verified | I purchased a round trip, needed to come back sooner then anticipated they for some reason couldn’t switch the dates so I lost that money. Fine so then I booked a flight for three to come back home they took my money it went through it was taken out of my bank acct up until today which is May 22 and I still haven’t received it back. When I get to the airport with two minors Aeromexico tells me my reservations don’t exist, yet they grabbed my money and I got stuck in Guadalajara with two kids. I will never fly with Aeromexico again. Nor will I recommend anyone to that airline. I’ve had problems with them since the flights were booked. I spent over $3500 dollars this April just with this airline. I was able to fly back after purchasing $1600 worth in tickets with another airline.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteFresno to Guadalajara
Date FlownApril 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"won’t give any credits or refund"

(United States)

Not Verified | I called Customer Service to cancel My flight that was departing to Mexico City early next day. I explained that I won't be able to make the flight since that day at my office one of the employees was tested positive and I was in close contact with him. The agent had 0 customer service he was helpless and told me that I won’t get any refund or future credit and told me go write an email and explain them they will answer you in few days but I won’t help you. After I wrote the email explaining everything I received a Standard email response that I think it’s an Automatic response that they just to everyone without even bothering to read the circumstances stating that they won’t give any credits or refund and they hope to see me travel with them again.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteHouston to Mexico City
Date FlownMay 2021
Value For Money 12345
no
1/10

"Please do yourself a favor and choose another airline!"

(United States)

Trip Verified | This is by far the worst airline I have ever flown on. Horrible customer service. I do not know how this airline is in business. Just try and call them, even their phones contacts can't help you and have hang up on you no matter how nice you are trying to be. Try sending them an email using the email on their website - it doesn't work! Warning - do not miss your connecting flight! Had to re-purchase my connecting flight from Mexico City to Mazatan which cancelled all my tickets for my return flight home 2 days later. Please read all the other reviews before using this airline. Please do yourself a favor and choose another airline!
Type Of TravellerSolo Leisure
Seat TypePremium Economy
RouteLos Angeles to Matzalan
Date FlownMay 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"worst airline I've ever had to deal with"

(United States)

Not Verified | There was one flight out of Utila on CMAirlines and one flight out of Honduras on Aeromexico. I had an hour before my flight and they refused to board me. They wasted an hour when they could have just put me through security and gotten me to the gate on time. The woman at the Aeromexico desk said "I'm sorry this desk is closed" and walked away without even trying to book me onto the next flight. I ended up booking a flight on United and lost the $1000 I spent on my Aeromexico flight. Aeromexico is the worst airline I've ever had to deal with and I will never fly with them again. I've tried calling their customer service lines and I have never once reached a human. Don't ever fly on Aeromexico.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSan Pedro Sula to Los Angeles via Mexico City
Date FlownMay 2021
Ground Service 12345
Value For Money 12345
no
1/10

"phone number that no one answers"

(Mexico)

Trip Verified | Just to start off, they're customer service is you calling a phone number that no one answers. Now to the actual flight, they made me miss my layover they basically told me to buy a ticket for twice as much or to not take my luggage. The supervisor wouldn't even listen, and told me to go straight to buy another ticket. Another couple had the same issue, but they booked through another airline, and were able to not only get not only a reschedule but also their hotel room for the night. I went to another airline, and they gave me better options and very quick help, and it only took them 5 minutes. My only regret is having to wait for more than two hours for Aeromexico's customer service and not getting a flight the same day with the other airline.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLos Cabos to Cancun
Date FlownMay 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"I've been tirelessly trying to speak to an Aeromexico agent"

(United States)

Not Verified | My honeymoon was cancelled due to Covid. The booking company refunded me the hotel but not the airfare, they told me to deal directly with Aeromexico in order to get a voucher (not a refund). I accept that I cannot get a refund, its their policy, but give me an extension to utilize my paid fare. I am very upset because I've been tirelessly trying to speak to an Aeromexico agent to book my new travel plans and it is virtually impossible to get through. Originally I was given one ticket number, apparently I need two ticket numbers for the two plane tickets originally purchased, the agent I spoke to yesterday did not want to bother to search for them under my name and so after a 46 minute hold had to hang up the phone and call back later. Today I got through someone on the live chat and was charging me an additional $533.94 on top of my $910.84 paid value, when I responded a minute and a half later, the chat was closed. They wanted to charge me $1,444.78 for regular cabin plane tickets for a trip 6 months from now. I do not know where else to go and take care of this injustice.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteNew York JFK to Cancun
Date FlownAugust 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"extremely dishonest airline"

(United States)

Trip Verified | Aeromexico is an extremely dishonest airline. They will do absolutely anything to keep your money and refuse any rebookings or recourse. Today we were refused entry to a flight despite showing the new COVID measures to enter Colombia do not require a COVID test. Despite that we were refused entry and the employee refused to rebook us; furthermore no one ever answers the customer service, even after a 2 hour wait. Calling back and accessing option 4 for the Premium ticket holder (which we were) simply disconnects the line. Attempting to rebook online requires a 13-digit ticket number. The tickets issued by Aeromexico are only 12 digits. If you put an extra digit on the end, you will be told that your ticket cannot be changed and to call the customer service. Aeromexico are beyond a terrible airline.
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteHouston to Medellin via Mexico City
Date FlownApril 2021
Ground Service 12345
Value For Money 12345
no
3/10

"has to start communicating better"

(United States)

Trip Verified | Aeromexico has to start communicating better because this is completely unacceptable. I had a connecting returning flight from Cancun international airport with a stop in Mexico City and then to JFK NYC. I was not able to check in the night before and I was told by the website to check in at the airport, which wasn’t a problem for me. I left my location 3 hours before my flight departure just to be told on arrival that my flight gate closed an hour before which is odd but fair enough, they can make their own rules. My issue is that on the check-in site via Aeromexico, they don’t tell you what time boarding starts. If I knew what time boarding starts, I would’ve been on time without a doubt. I have never missed a flight in my entire 25 years of living because I’m extremely punctual and Aeromexico better hope I get compensated for this hot mess they call an airline.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteCancun to New York JFK
Date FlownApril 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"not offering the flight we paid for"

(United States)

Not Verified | So, we booked flights with them leaving April 16 2020 leaving Cleveland OH to Cozumel MX for 7 people. Dur to Covid 19 shut down we were in lock down and flights were cancelled. We called and was told our tickets would be extended for a year. I would have to book by April 30, 2021 and fly by Nov 30, 2021. I have been trying to get these tickets rebook for a couple of weeks. Yesterday I was transfer or put on hold five times and each time the calls were dropped and long wait times. What I did find out is they have no flight from Cleveland nor are they flying into Cozumel. They are only flying from Pittsburgh or Buffalo to Cancun MX. What this means is we now have to drive to Pittsburgh or Buffalo then when we arrive in Cancun, we have to hire a van to transport us 1 hour to Playa del Carmen then again pay for a 1-hour ferry ride to Cozumel. Then repeat the process to get back. To top it off while we paid $431.33 for the original ticket. Now that they are not offering the flight we paid for and we have to jump though hoops to get to our destination Areomexico in partnership with Delta Airlines are changing us an additional $953.40. I had to book flights for two more people. That done I get the email with the ticket in Spanish that I cant read and they never sent the ticket for the 7 that we had to change. I was on the line this time for 3 hours and 38 minutes!
AircraftUnknown
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteCleveland/Pittsburgh to Cozumel/Cancun
Date FlownNovember 2020
Value For Money 12345
no
1/10

"problem was with the luggage handling"

(Spain)

Trip Verified | The flight in general was great, the problem was with the luggage handling, one of our suitcases was severely damaged when we arrived in Puerto Vallarta, we contacted customer support to get help and a solution to replace or fix our suitcase, I contacted them almost daily to try and resolve the issue as I had no suitcase for my flight back due to their mishandling of the luggage, and the only response I got was "someone will contact you in the coming days". This never happened, no one ever contacted me and no one even tried to fix my problem. In the end, I had to get my bag wrapped with plastic and call it a day! Their lack of support or customer service is very disappointing, I used to recommend Aeromexico as a good airline, now I would say, be careful and pray that you don't run into any issues, otherwise you will never get a solution to your problem, such a shame that they do not help themselves by helping their customers, this is something caused by them with no accountability whatsoever.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteValencia to Puerto Vallarta to Madrid via Mexico City
Date FlownApril 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no