Aeromexico

Santiago de Chile to San Francisco via Mexico. The flights were comfortable, and price was great, but customer service needs more coordination. My booked flights had a 4.5 hour layover in MEX in each direction. Two days before my return flights, I received an email saying that the leg from MEX to SCL that was going to depart at 11:55pm was delayed until 5:30am the following morning. I called customer service to confirm and to ask what I could do overnight in that airport? First, I was told that my flight was scheduled to leave at the original time, then she checked and said the email was correct. I was informed that the airline had no obligation to do anything. I could pay to stay on a hotel or the lounge. I asked if the lounge would be open extra hours since the website says that it closes from 2am to 4am, and was told it would be open. At check-in time, I couldn't get my boarding passes online because of this delay. At the ticket counter, I could only get the first leg printed, and I should ask again at the gate. At the gate, it was printed. In MEX, I arrived at the security checkpoint and was denied entry at the same time as two passengers traveling from LAX with the same connection. They said that the boss in LA told them that their boarding passes said 5:30am but they were really for 11:55pm. Security got someone from Aeromexico over who told us to go upstairs to L2 to get meal and hotel vouchers. They sent us to L1. We waited in a long line with other unhappy customers for a while. Then they made a new line for us. I got to my hotel at about 9:30pm, ate dinner, and tried to sleep a couple of hours until the 3am shuttle back to the airport. Then I had to wait in line for a boarding pass because the machine was still printing the original time and date. And that's how I spent my first night in Mexico.

Decent service on the short flight from Mexico City to Saltillo. However, on the flight from Acapulco to Mexico City, Aeromexico delivered a broken suitcase on the conveyor belt. I went with my suitcase to the counter and was told to send pictures and details to their email contact, which I did. Until today I have not received a response. I will have to travel approximately 6 more flights with a broken suitcase until I get back home. Terrible service! Furthermore I always have to claim my miles as Aeromexico misses every third flight, and does not credit the miles.

Easy check-in, nice lounge, fine service, was out of T2 in Mexico city within 10 minutes of landing which was great! The problem with Aeromexico is the inconsistency of the flying experience. Sometimes staff are friendly and sometimes just plain rude. Some planes have great tv entertainment and others still have overhead cabin screens with vhs video that is terrible. The worse part is the reliability of Aeromexico flights which often arrive late into Mexico city and is always blamed on too much traffic. Then do something about it! I struggle how the airline can call itself a full service airline when it discriminates against vegetarian passengers- you can never place a special meal request when purchasing your ticket but you have to remember to phone and make a special request. With every other global airline, requesting a special meal isnt a problem but with Aeromexico, on shorter flights its even worse. There is a ham and cheese sandwich or nothing! Why can't the airline simply offer a cheese sandwich to all and stop discriminating? Aeromexico is better than its competition; aeromar, interjet and volaris. Its club premier programme keeps me flying with Aeromexico.

My flight was good, only I suffered delays because of the airport services. The Aeromexico airplanes weren't the same, I mean that one had individual screen but on the other aircraft there was nothing.

Mexico City to Chicago, and flight was on time and ran smoothly. Usual complaints, bad food and no room in the seats for medium or big people. Aeromexico still don't properly give preference to families with kids at the boarding time, which I think they should do.

Aeromexico have come a long way since I flew them about 10 years ago. I flew from Cancun to New York JFK. Comfortable seats and legroom, and each seat with TV screen and current movies, headphones, at no charge. A sandwich was served on a tray. Very pleasant and professional flight crew.

I had an excellent experience with Aeromexico. They took care of my dietary concerns and I was aware of the baggage policy when traveling to and from South America. Agents met me with instructions concerning my bags in both directions.

Excellent Aeromexico flight from Mexico to Buenos Aires, and punctual. Outstanding service onboard, carefully prepared food which is excellent quality and quantity.

Ground staff in Mexico City could be better trained to handle issues as they are nice when things go okay but become really nasty when things go wrong. This time we got an older plane and was surprised to see that it had been refurbished. Cabin was not as spacious, but was in good condition. Cabin crew excellent, and food portions were a bit more generous than the inbound flight.

Given that the airline is inconsistent I was anxious, but this was a very good experience. I like flying Aeromexico when things go well. Cabin crew attentive and nice. The newer Boeing 737s are really spacious and nice inside, and entertainment options are varied and new. Food was free of charge, but portions were small. I understand this is not their flagship route, but it is longer than flights to NY which get better meal options. All in all a good experience.