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 701 reviews
4/10
3 star Skytrax Rating
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5/10

"service onboard is poor"

(Argentina)

Buenos Aires to Mexico City. I requested Aeromexico Plus seats but when at the airport my seat was taken. People at Buenos Airport were kind and solved it as the aircraft was not full. The price for this upgrade requested and paid in Mexico was higher than what was offered to me in Buenos Aires. Service onboard is poor. Dinner was served and only a few minutes after the flight attendants came by to pick up the tray. Not enough time to eat. Once I had finished I called to have the tray removed from my seat, and it took a long time until this happened. Many smiles, no service.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteEZE to MEX
Date FlownJanuary 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
6/10

"customer service was awful"

(Mexico)

Service on board is good, but the seats on the Boeing 737-800 Tijuana to Mexico City flight were old and uncomfortable, and no entertainment whatsoever is available. The use of the B787 on the MEX-TIJ connection is excellent. The flight attendants were available to provide service and assistance. On the return trip, due to Aeromexico delays claimed to be due non-existent fog in Mexico City, Aeromexico did not check our luggage through to Tijuana and put us on standby on a later flight. Having to retrieve the luggage in Mexico City made us miss the standby connection, which caused an overnight stay we had to pay for. Even accepting that hiccup, their customer service was awful. In Oaxaca, the gate agent tried to help but the local supervisor was rude and told the agent to ignore us. He refused to speak to us at all. Sorry, with a full fare first class ticket I expect more. The low rating is due completely to the unacceptable customer service.
AircraftE175 / Boeing 737-800 / 787
Type Of TravellerBusiness
Seat TypeFirst Class
RouteOAX to TIJ via MEX
Date FlownDecember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
3/10

"customer service often very poor"

(Netherlands)

Villahermosa to Mexico City, and Aeromexico customer service is often very poor. As a passenger you don't have any rights with Aeromexico. Left on the ground on 2 occasions without any compensation or refund. Had to pay own transport and rebooking. Always get the same answer when you complain: "I'm sorry, not possible". They change their timetable like 7 times a year. Very confusing. Unfortunately I'm forced to fly with them often due being destinations others don't serve.
AircraftE190
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteVA to MEX
Date FlownJanuary 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"serious customer service issues"

(Mexico)

Aeroméxico is an airline that appears to be having serious customer service issues. Aeroméxico has made so many of its' clients "special" Platinum/SkyPriority clients that essentially nobody is anymore. The Platinum line when checking in is often just as long if not longer than the line for non-privileged passengers. They need to control who gets to go into the SkyPriority/Platinum line with a little more discretion since little incentive exists to spend your travel budget on the same airline. This flight had no personal entertainment systems although my flight from Mexico City to San Francisco did have a personal entertainment system in the coach cabin. This plane was a much older aircraft in everything including seat comfort and ergonomics. Food has gotten progressively worse even in the first-class cabin over the last couple of years. They used to be a little more creative in first-class and serve decent wine. The food on my last six flights of which five have been in the first-class cabin has been mediocre at best. My real problem with Aeroméxico and the reason I am giving them a rating of 1 out of 10 is that on two of my last three trips they have lost my luggage. Both times I was flying in the first-class cabin and had those "priority luggage" tags affixed to each suitcase. I have never once seen "priority luggage" come out first either when I land in the USA or in Mexico. I think Aeroméxico should just do away with them because they have absolutely zero utility. Aeroméxico has the worst system for handling lost luggage. They just lie to you and don't answer either phone calls or emails even though the little paper they give you promises that they will respond in three hours to email. The lost luggage group never picks up the phone and when you are by some miracle somehow able to get a hold of someone the only thing they are capable of doing is giving you some kind of false apology. Part of the problem is that Aeroméxico is not penalized in any way for not delivering lost luggage in a timely manner. They don't compensate passengers even if that passenger doesn't get their luggage in three or four days. They could care less about what you have trapped in the lost luggage and are unable to give you an estimated date or time when you will actually have your luggage. They are even incapable of simply saying if your luggage was found at the airport of origin. The worst part is that they don't care. This has happened to me twice in my last three trips flying first-class! Save your money and fly one of the new budget airlines.
Type Of TravellerBusiness
Seat TypeFirst Class
RouteSFO to MEX
Date FlownJanuary 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
4/10

"seats extremely uncomfortable "

(Mexico)

London Heathrow to Mexico City with Aeromexico. The cabin crew were attentive, smiley and helpful. However, the seats are extremely uncomfortable (worse each time I fly). This time they scarcely reclined at all. The food was awful, and the drinks badly presented. No more little miniatures (cost cutting), no whiskey at all, wine slopped into one's plastic glass. The choice of films was very limited and the sound was bad.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLHR to MEX
Date FlownDecember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"disappointed in Aeromexico"

(Mexico)

Mexico city to Ciudad Juarez, and I'm so disappointed in Aeromexico. First they delayed my flight for 2 hours then after a while they cancelled the flight and they didn't give the reason why. They didn't provide voucher for food or stay and didn't even instruct us as to what to do and when a new flight was going to take us to our destination. When I called the call center they didn't provide good options to reschedule my flight, at the end they put me on a new flight the next day and was also delayed at origin and at connection. Horrible experience and bad service.
Type Of TravellerFamily Leisure
Seat TypePremium Economy
RouteMEX to CJS
Date FlownDecember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"bad first class meal"

(Mexico)

Orlando to Mexico City, and very bad first class meal service, schedule means hot meal, not a cold croissant, red wine like vinegar, fake champagne. Seats felt very close, leather seats dirty, restrooms not clean, My luggage was damaged, priority handling took more than 20 minutes. At Mexico City Airport a long line for claim damage and the answer: write an email, keep your tags and send photos.
AircraftBoeing 737
Type Of TravellerFamily Leisure
Seat TypeFirst Class
RouteMCO to MEX
Date FlownDecember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
4/10

"need to improve customer service"

(United States)

Aeromexico needs to improve customer service in Mexico City airport. There is always a delay on its flights that depart from this city. Also, there is hardly ever a flight status update on the screen so you have to go and ask and find out what's the status of your flight. Also, they should work out transportation from bus to plane. The bus is very compact and very hard to take 1 carry on with you in the bus.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteCJS to MEX
Date FlownDecember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
8/10

"retrofitted with new interior"

(Canada)

I still hear a lot complaints about the dreaded Aeromexico ground service in Mexico City, but this time I happened to find some very helpful employees. However, there is still work to do in this area as I saw some passengers being mistreated by Aeromexico staff. The airplane was retrofitted with the new interior and was in perfect condition. Inflight service was nice and efficient. We only received a small snack and beverages, which were enough for this short trip from Mexico City to Cancun. Entertainment was great. I like flying this airline when things go well.
AircraftBoeing 737-800
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMEX to CUN
Date FlownJanuary 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
6/10

"counters were all closed"

(Mexico)

Aeromexico from Mexico City to Nuevo Laredo. The check in process was good and very quick, however they had 3 or 4 counters for passengers traveling with 1 bag only (such as myself) for this to be dropped off. Whilst I think that's a great idea, unfortunately these were all closed. So I had to stand in a very long line to do this for counters for different purposes, other than just drop 1 bag, and there were many people traveling with just one bag. The ground staff was kind as well the cabin staff. Another dislike was the remote terminal, considering there were several empty gates.
AircraftEmbraer 170
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMEX to NLD
Date FlownJanuary 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no