✅ Trip Verified
| Vancouver to Merida via Mexico City. It have never experienced a worst customer service anywhere. We booked a Business Class flight to Merida from Vancouver and it was uneventful, it was not bad but was not good. Mediocre food and mediocre customer service. On our way back is when it became a nightmare we had a 2 hour delay due a mechanical problem in our plane, we had to connect in Mexico City and after running with bags and cases to the gate 15 minutes before the plane will took off. The lady at the gate did not want to let us in (we were still in time to board), they were many passengers in our delayed flight and was actually fault of Aeromexico, but she say nobody inform her about the delay. She simply didn't want to help or even call a superior to help, she was rude and completely careless. She send us to another stand to make changes in our flight and we got one flight but in Economy, even they had seats in Business Class. They didn't offer absolutely any compensation or apology for the now 8 hours delay in the flight. Then at home, we called and emailed many several times for many hours and months where we have dealt with so many different people and phone numbers, they just refuse to compensate the delay and the downgrade on our tickets as it was our fault. They offered a ridiculous upgrade with a code where you have to call a special number and that only apply to specific flights and so on, practically an offer you cannot claim. I feel scammed and robbed, we pay for a service and they didn't provide it and they simply refuse to reimburse what we pay, or the difference of it. I have flown many times and with many different airlines and I have never experience a completely lack of empathy of the customer service personnel. It's almost as if Aeromexico sees customers as a threat, forgetting we are paying a service that they seem unable to provide. If you can avoid it, then choose another airline. Aeromexico will make sure you have a horrible travel experience.