Aeromexico

Not Verified | As most of you already know, AeroMexico partners with Delta. So, we booked our trip to Mexico through Delta Vacations (that part went perfectly, as usual). We not only booked our flights but we chose to go with Aeromexico on the way back. Partially because it went through Mexico City and we had an overnight stay and it was an airline we had not flown with before. To put things in perspective, we have flown with several other Delta partners in the past and have had zero issues (matter of fact, they were great! KLM, Air France, etc.). So, we thought that this would be the same type of experience and of course a new adventure. We were so incredibly wrong! We booked our flights in mid-June for the beginning of October and our seating assignments and everything were set to go (they were first class seats). Two days before our flight we checked both Aeromexico and Delta and the Delta seating arrangement was correct (nothing had changed) but Aeromexico had moved our seats (on both flights) to the very front of the plane, which we do not like because there is no place to put your hand carry (personal) bags so you have to put them above. Since Aeromexico was for a trip back we were told after spending over an hour on the phone that they would not change our seats until 24 to 48 hours before. This was interesting to us because they had already changed our seating on both flights to the front of the plane (without any warning). From what we understand after speaking with our Delta representative (because Aeromexico was almost impossible to get in touch with) this had been the second change they made to our seating without advising us or even giving us the option to choose. So now sitting in Cancun, Mexico (wasting more of our vacation) 24 to 48 hours before our flight back, we checked Aeromexico. To our great surprise, they had not only moved us again but this time out of first class and into the main cabin, which would be fine if that’s what we had paid for. So again (while on vacation), we get on the phone and waste our time with Aeromexico. Then after no resolution or better said waiting on the phone (eternal hold). We called Delta again, this call took an hour and a half and the Delta Representative was told by Aeromexico (the first time he called) that they would change us to a different flight. Then, after 15 minutes of no changes the Delta representative called back and he was told that not only would they not change our flights but if we wanted our old seats back or a different flight that we would have to pay. Of course, we refused (Who in their right mind would hand over more money?). We asked the Delta representative what his response was to them and he said that he took it to their management and they also refused saying the same thing. What it appeared to us is that Aeromexico was trying to upcharge us for services we already purchased. This should be brought up to the Aeromexico corporate headquarters, and used as training and a teaching tool on how to not treat your customer. Because we fly so much with Delta and because we think they’re just a better airline, the Delta Vacations representative took us off of the Aeromexico flights and found us flights home on Delta (for no additional cost and the same day!). We would not and could not recommend Aeromexico to anyone at any time for anything. Moreover, we are actually shocked that they remain in business with these types of unethical practices and behaviors.

✅ Trip Verified | London to Tuxtla Guitierrez via Mexico City earlier this year. Overall, I was pleasantly surprised by Aeromexico, although my trip did not get off to the best start as their booking system is atrocious. Specifically, when booking multi-city trips (rather than a direct return), the website does not give you a choice of different economy fare classes, but just the one "tourist class" option. When clicking through to the payment page, the website tells you that one checked bag is included in the fare. However, once payment was made, the ticket sent to me said no bag was included! A check of the fare class rules confirmed this was correct, but the booking page was highly misleading. I then had to pay GBP 50 each way extra to check a bag. Not the end of the world given how cheap the original fare was, but this was poor for a supposedly professional company. I complained about this to the cheery check-in agent, who apologised but merely replied "sorry, the website is terrible, isn't it?" Not good enough! However, things picked up from there. The flight out was only 1/3 full in economy, so almost everyone had a row to themselves. I could stretch out across 3 seats and get a proper night's sleep. Flight was on time, crew were friendly and food was OK if not great. IFE had good, up to date film options on a decent screen. One of the best economy flights I have had - only complaint was a funny smell that appeared in the cabin from time to time. On the return leg, check in and security at Tuxtla was very efficient - it's a tiny airport. Domestic leg on an E195 was uneventful, although a longer flight than planned due to very high levels of traffic at MEX. Connection at MEX was seamless as there are no exit checks/passport control for domestic-international connections in Mexico. MEX terminal 2 is architecturally pretty cool and not a bad place to spend a couple of hours. Return flight to London was unfortunately completely full with no spare seats, so not as pleasant as the outward leg. There was also a delay of around an hour and a half after boarding whilst a technical problem was fixed, but captain kept us well informed and crew were friendly once more. Once in the air, food service was again OK and despite the busy flight I could get some sleep (the Boeing 787 is in my opinion one of the best planes to fly long haul, along with the A350, due to the better pressurisation/lighting and quieter cabin). The one annoying thing about this flight was the lack if responsiveness of the IFE screen. It kept trying to call an attendant instead of begin a film, or turn the reading light on instead of the flight map .. highly bizarre and irritating! So overall, I'd say Aeromexico were pretty decent and I'd certainly fly them again (especially at the price I paid), but there are certainly a few areas for improvement.

✅ Trip Verified | Cancun to Havana. I have tried to make contact with this business multiple times over the last month. This airline does not offer phone support other than for very basic assistance like sales. Everything else must be through email. However, my issue is they don't respond to their email. I asked for a tax to be refunded that I was never supposed to be charged as I was exempt from this tax, as well as a refund for a phone booking fee that I was not notified about until after the charge was completed. They responded to me that ¨everyone is notified about the phone charge, and that the tax would not be refunded¨. I replied on August 28th clarifying which tax I was referring to, I also asked them to review the call recording as they would hear that I inquired about the phone fee to be refunded while I was on the phone with the representative. The sales agent did not mention the fee. I inquired with him about the fee after seeing it on the receipt in my email. He told me the only way to receive a refund was to email the complaints department. This was during the sale, not in another interaction. Furthermore, I would have never made a phone reservation but their online booking system was having an issue and the error message told me I needed to call to complete the reservation. For this reason alone they should have refunded me that fee. However, I received no response to this email. I emailed again September 17th, to let them know that I was injured in an accident and would not be able to make the flight. I emailed them a medical certificate, and photos of my injuries, and I requested that they provide either a refund or a credit to be used on a future flight. They couldn't even be bothered to reply with a ¨no¨. Just no response at all. I later realized that my Visa Infinite card that I made the payment on came with trip insurance, so I filed a claim with my insurance company. My insurance company requested a letter from the airline stating that the trip was canceled. The airline did send this. However, after I submitted the letter to my insurance, my insurance company requested that the letter also include additional details. I requested a revision to the letter on September 23rd. However, once again, I received no response. Despite being routinely ignored by this business the only thing I am asking for is a document confirming 1. the cancellation of the flight, 2. the amounts reimbursed and the fines charged OR indicating that there will be no refund. Also, an apology for simply ignoring almost every communication with them would also be nice.

✅ Trip Verified | London Heathrow to Bogota via Mexico City with Aeromexico. Customer service is a complete joke. they just care about money and it is absolutely no good value for money. Please avoid it. Sometimes cheap tickets end up being more expensive and spoiling your trip.

✅ Trip Verified | The customer service rep at Aeromexico in Mexico City airport, did not let us unto our flight to Vancouver although we arrived at the gate with more than 20 minutes to boarding. Terrible customer service. Le representante de servicio al cliente en Aeromexico en el aeropuerto de la Ciudad de México, no nos permitió nuestro vuelo a Vancouver, aunque llegamos a la puerta con más de 20 minutos para abordar. Pésimo servicio al cliente.

Not Verified | I am very disappointed with Areomexico and this review is based on my last experience with this airline. I had a reservation for my mom, unfortunately she had a medical emergency and needed a gallbladder surgery, when I contacted Aeromexico about this to re-schedule the trip, they told me that I had to pay U$200 dollars to change the date and U$150 because not shown, also that I have to pay the difference in price if there was any because the new dates, we did not have insurance and that is how the company works, the only way they will give the money back is if she would’ve passed away, surgeries and other emergencies are not applicable and you have to pay. I must mention we did not want any money back, just travel date updates. The communication was all over email, there is no way you can talk to anyone from customer service, just people from sales department. Long story short I accepted to pay the U$350 and started looking into new dates and prices on their website, after my research I found out that the new price was U$771.48, this price is from Aeromexico website, so I decided to give call and book / re-schedule the trip with the new dates. At the time of my call the agent confirmed the price I got from their website but after telling them that I was just going to re-schedule and gave him my old reservation number they told me that the prices on their website which is the same price he gave me did not apply to me anymore, the customer service representative said that new tickets prices are different than change of date rates, and I had to pay U$879 for the change of date, U$350 fine and U$529 because the difference in prices, keep in mind on their website a new ticket is U$720 and I originally paid U$1024. Also, I am buying the same destination, same economy seats, same hours, just a different dates and paying the finds and difference in price is there is any, the same agent confirmed that in my case was better to buy a new ticket with the new days than re-scheduling the fly, can you guys believe this? What kind of customer service is this? I won’t recommend this airline anymore; it is ridiculous the way the treat their clients. At the end was cheaper to buy a new ticket than changing the dates.

✅ Trip Verified | Vancouver to Mérida via Mexico city. This was our first time flying Aeroméxico and can’t speak highly enough about the staff and service provided. The plane was very comfortable and the staff went above and beyond to make our trip pleasurable. Dori at the check in desk in Mérida was outstanding. Thank you so very much for taking such great care of us!

Not Verified | Manzanillo to Geneva via Mexico City. From the moment we checked in to the moment we got our bags back we couldn’t have asked for a smoother experience. The children slept. We slept. The Boeing 787 is amazing. Even the flight from Manzanillo to Mexico City was good.

✅ Trip Verified | This was my first flight on a Dreamliner (XA-ADH) which was delivered one year and six months ago to AeroMexico. My experience with the airline was a very positive one. Check in was a breeze, even though my bag was a bit on the heavy side I was not charged. According to my ticket I was allowed one hand piece as well as one overhead piece. 45 minutes after take off a very light dinner was served along with a full bar service and wine service, afterwards coffee was served. There was a big selection of movies the only thing I had trouble with was the inflight WiFi which kept on turning on and off. Midway through our flight over New Orleans another drink service cane around with more booze and an hour prior to landing water was served. The flight attendants were extremely friendly and bathrooms were very clean. It’s great to fly with an airline which offers great service.

✅ Trip Verified | Toronto to San Jose via Mexico City. I had packed a carry on bag, only for the airline to force me to stow it. Upon my arrival to Costa Rica, I noticed my camera bag was gone. So contacted them via email and telephone only to have no return and then placed on hold for an hour+ only to be hung up on. Clearly they have an issue with the trustworthiness of staff. If you value your belonging, reconsider flying with this airline. The flight there was fairly decent. The return flight airplane was extremely dated and in need of repair.