Aeromexico

✅ Trip Verified | If you ever consider flying with Aeromexico, I strongly advise against it. In my personal experience, this airline has demonstrated a lack of professionalism and reliability. One of the major issues I encountered is their frequent changes in flight areas without providing sufficient means for passengers to stay informed. The availability of screens displaying these changes is limited, and there is a notable absence of announcements in English or bilingual employees to assist non-Spanish speakers. During my journey, which involved a stopover in Mexico City on both the outbound and return flights, I encountered a distressing situation involving my 87-year-old grandmother. Aeromexico staff separated her from the rest of our party, despite the presence of completely vacant seats on one of the flights where we could have easily been accommodated together. When we approached the employees for assistance, they claimed there was nothing they could do, leaving us feeling frustrated and disappointed. Regrettably, the most appalling customer service experience occurred on our return journey, as well as on our way to our destination. All members of our travel group contracted a parasite during our trip. As we were boarding the flight, the airline initially announced that they would wait for a passenger in the bathroom, only to abruptly change their decision and close the doors, leaving us behind. It is common for groups traveling together to prefer not to leave anyone behind, and this unexpected action forced us to endure a gruelling 12-hour wait at the airport. Even after spending approximately $580 per person for the return trip, we encountered further rudeness from the Aeromexico staff during security procedures. Considering the involvement of three countries in our travels, one would expect a certain level of customer service, but unfortunately, Aeromexico failed to meet even the most basic standards. I strongly recommend exploring alternative airlines and investing your money elsewhere for a more satisfactory travel experience.

Not Verified | Absolute sham of an airline. They offer me an upgrade to Business class - I paid £3100, they took my money and then I ended up in Main Class - I spoke to them and they stated that it was a system error and they would refund me - that was over 7 days ago and still no refund so going to have to make a claim with my Credit card. Awful to deal with - you keep getting fobbed off, I'm convinced they lie to you or make things up just to get you off the phone. I've also noticed that there a Facebook page set up for disgruntled customers who have also been scammed by the Business class upgrade offer. Stay clear of these cowboys.

Not Verified | We had business class tickets in row 2. Just before boarding they downgraded us to middle seats in coach. They lied that they switched aircraft’s and there weren’t enough seats now. Not true. They downgraded us because someone probably paid more money for their tickets so they sent us to the back of the plane in middle seats. We flew 8 hours out of our way to get to Mexico City for this business class flight only for them to take it from us! They are the worst. Do not fly with them ever.

✅ Trip Verified | It was a 48 hour trip. Our flight got cancelled in one of the connections, FCO-CDG-MEX-PVR, in Paris. We overnight there. Then, the next day, the flight was cancelled again and I was lucky to get on the next available flight. Arrive in Mexico City MEX, late and missed my connection to PVR. One more night at a hotel. The following day I flew to PVR in economy class because business class was full. Arrived in PVR but my luggage did not. It arrived 2 days later. My review is not about the delays but the bad service of Aeromexico crew and ground service. Aeromexico flight attendants are cut and dry sort of unfriendly. They are not rude but they seem that they are not happy doing what they do. During the flight, some of the pursers talk too much. I like to have 1J seat and I constantly hear they chit chatting among themselves. Another annoying factor is that as a typical Mexican Airline, they love sponsors. Ground personal, are the worst. They seem all so unhappy that I try to do my check in at home and not face them. Watch out, if you have a problem, then you are in trouble. Seldom they find solutions but try to make it more difficult for you. If you are going to connect in Mexico City Airport, do yourself a favor, choose the fastest connecting flight, I think it is one of the worst airports I have been and don´t rely on Aeromexico Lounge. It is a lounge for anyone that pays a fee to get in. It is uncomfortable, crowed, noise and there is seldom any food to eat. If you are a frequent flyer with AM, you probably already realized that their mileage programe is a hoax. If you want to exchange for a business class ticket they ask in a R/T trip in some cases almost 1 million points. In economy if you are luck with 300,000 points. Do you know how long you will take to accrue that many miles? Aeromexico rips you off and gives bad service. I fly 3 to 4 times a year to Europe alone and I barely have 300,000 miles plus some transferred from my Amex.

✅ Trip Verified | I made the purchase (and paid the difference) for a direct flight Madrid - Monterrey which was modified by Aeromexico with stopover in CDMX. Modified for the second time delaying the scale an hour 17:55 hrs , 3rd 18:00hrs, 4th 20:40hrs, fifth time 23:10hrs, and finally being canceled. During my 8 hrs waiting time, two flights left for Monterrey in my scheduled hour contradicting the reason that the changes were due to weather and we were told BY SPEAKER that we would wait for the staff coming from flight 118 cd juarez, which would land at 20hrs. Making it clear that there was a lack of personnel to take off. The service given by the employees of customer service is very slow, it is deficient and it is incredible that they have so little ability to solve simple questions. Having no refund response, hotel, accommodation, your answer "check customer service", we dial during the stay at the airport and tell us "that is solved at the airport, not with us", you go to the sales module and tell us "here we only sell tickets, we do not know anything about hotel or refunds, call by phone", we approach another employee and his answer is "send an email" that is no one can help you solve anything personally (And don't even think that by email they'll solve something) The bags were delivered to us with all the contents inside wet, not damp, soaked, could squeeze clothes. On the return flight from Madrid, there were no water bottles in the seats, as there are regularly. For a 12 hrs flight. Won't fly again with them. Choose Iberia!

✅ Trip Verified | This airline is truly awful, and truly incompetent. They don't care. And they're unscrupulous and disingenuous, aka crooks. I flew to Vallarta from SFO via Mexico City. Outbound was an hour late. They changed my connection flight despite our arriving on time for me to make the original connection. Had a four hour layover as a result. All of that was inconvenient, but within the realm of airline travel in our times. The real issue was the return. I checked in online, had my boarding passes, arrived on time and was ready to board. When I checked in at the desk, they told me I was bumped because of a "credit card problem." The roundtrip had been fully paid for and posted two months prior so I knew that was nonsense. I argued, pleaded, used logic and my fluent Spanish. I called for the manager all to no avail. Ten stoic employees observing my rancor, nothing. Long story short, I had to buy a one-way return on another airline (no way was I going to reward bad behavior by rebooking with them). Another day in Vallarta on the weekend and another night of hotel are not the end of the world, but my nerves and usual motto of "assuming good intentions" in people took a hit. It's tragic that the flagship carrier of a nation of otherwise good and honest people should be marred by the actions of the few. Luckily, I had paid with credit card that treated me like a customer and refunded me 50% of the fare, but still. Caveat emptor.

✅ Trip Verified | We had a multi city booking through Expedia to travel in Aeromexico. We had to change one of our travellers tickets, when we called them they didn't offer a penalty fee, didn't say because we booked through Expedia we need to call them, they sold us a whole other ticket for $700. We've now been back and forth with their customer service, Expedia and the insurance we purchased and no one can help us? Everyone keeps passing the blame around and no accountability. Not to mention their customer service in general on the phone or at the airport is garbage. Not only have they haven't given us any type of partial refund, but they did sell the seat to someone else which they have denied. Yet, the seat was taken on our flight back. So no refund, they charged my mother a full ticket and sold her seats.

Not Verified | AeroMexico is one of the worst airlines I've ever had to deal with. They have a horrible customer service experience. We called them regarding our flights being canceled and they refused to give us other options. They also refused to give us a refund. When they refused to give us a refund, we asked for a future credit, which they also denied. I will never book any flights through AeroMexico as they don't try to work with you in any shape or form for any cancellations or reschedules, even when things were on their end to fix. For us, our flight got cancelled due to volcanic activity in Mexico City, which I understood it was out of everyone's control. But the fact that they were unwilling to give us a credit / refund / alternative flight it's just outrageous. They essentially just kept the money. Please do yourself a favor and never book through them. Not worth the fight.

✅ Trip Verified | A thousand words are not enough for me to describe how horrible it was for me and other hundreds of people the experience we had with Aeromexico during the weekend of May 20 and 21st - 2023. Apart from the fact that Aeromexico lost my luggage (then LATAM recovered it), I had to wait in line for literally 6 hours so I could ask "where's my bag?". Other people waited for much longer than 6 hours, I was a lucky one. The, when I finally got my turn in line the woman tells me it's not their fault and that I have to look for my luggage again elsewhere or talk to LATAM (which was responsible for my next flight). That weekend while other companies were also having trouble because of some unfortunate climate events, Aeromexico was the only company which made people wait for more than 30 hours so they could take off. Their website is trash. Their app is trash. And based on other's reviews it seems they don't invest enough in tech so they can offer a better and more automated service. Not to mention the fact that they offer flights in international airports and when you ask their staff if they speak english they just shake their head and turn their backs for you. I hope I never get near Aeromexico again.

✅ Trip Verified | Worst Airline in the World! Flight was delayed from Mexico City to Guadalajara by several hours and then once we finally got to Guadalajara, the second leg of the flight to Tijuana was eventually cancelled. We were left stranded in Guadalajara for the night without any meal vouchers or hotel accommodation. I had to pay for a hotel and taxi out of pocket. So many people in the airport were left stranded and Aeromexico staff were not helpful at all. They were giving so many mis-information. I called to submit a claim for reimbursement for the hotel and taxi and they keep giving me the run-around and just keep telling me it's not their responsibility. I have had similar delay experiences with British Airways and American Airlines in the past, but these airlines have at least reimbursed me for costs incurred because of the delay OR at the very least provided free accommodations.