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 711 reviews
4/10
3 star Skytrax Rating
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1/10

"Avoid at all costs"

(United States)

Trip Verified | Our return flight was cancelled. We were automatically rebooked for the following day without any options given. Later I find out by their staff at the counter that I should receive compensation for charges incurred for the extra day. However that same staff charged me a ridiculous amount for checking in bags. I was under the impression that I’d get courtesy check in due to our troubles with the airline. How silly of me. When trying to get assistance I received none. Called customer service multiple times and received no guidance, no empathy, no compensation. All I wanted to hear at the Aeromexico counter was “we are so sorry for the inconvenience we have caused, let me make it up to you.” But no. They even told me that they rebooked without charging me. The nerve of these people. Customer service is non existent here. Do avoid. I always feel like like I get ripped off in Mexico. Worst airline I have encountered. Avoid at all costs.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteOaxaca to Ciudad Juárez
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

"we have not got a penny from them"

(United Kingdom)

Trip Verified | We were due to fly to Mexico City from Heathrow airport on the 31st October on business class. Our last destination was Guadalajara. Just as we arrived to the airport we were informed that our flight had been cancelled. We were given a voucher to stay the night at the Hilton in Terminal 4. We were told that we would get dinner. Much to our surprise when we got there we were informed that our food had been served and the restaurant was closed. We had to pay for dinner ourselves. After a couple of hours trying to sort out a flight out for the next day. We were offered the same flight the next day. We asked why we could not go on the earlier flight, we were told that it was full. We had to spend all day in the airport because our flight was at 22.30 pm. However, we went to London for a few of hours. Luckily the hotel kept our luggage. As we were making our way to the hotel to collect our luggage we received a text letting us know that the flight had also been cancelled. We were not only furious but also distraught. We were going to a wedding and we were not going to make it on time. We went to the Aeromexico desk the employees at the airport were excellent. They told us that they had been cancelling that same flight, for the last 4 days, because the aircraft had a mechanical problem. We could not believe it. They knew the night before that our next flight was not going to depart and yet they gave us that flight. We got to Guadalajara 2 days later than planned. We arrived to the wedding but only because they put us on a British Airways flight. I guess the people in the desk saw how upset we both were and they took pity on us. When we got back on the 10 November we started the process to get compensation from them. We are on the 3rd of March and still now we have not got a penny from them. My understanding is that you get 600 euros per cancelled flight. As far as I am concerned, we are owed for 2 flights, the refund of the first 2 nights of the hotel in Guadalajara that we paid and did not use, 2 meals for the 2 nights that we were stuck in London and the lunch and tube to London (since we were stuck in the airport) and we had to do something. We have been arguing with them for the last few months about this but via email. Apparently, you can't speak to anyone if you want to complain. I’ve tried 3 times. Of course you can speak to someone if you are buying a business class ticket! We have had to email and this is also shambles. The latest they asked me to send a picture of my credit card, which I refused. I got an email back to say that I had to otherwise they were not going to process the payment. Reluctantly I sent it but the name on the card (my married name) does not coincide with my passport name (my maiden name). So now this is another problem. That was the card that I paid with and I used my passport to make the booking. The last email I got from the woman that I am dealing with is that she will close the case at the end of this month if I’ve been paid or not.
Type Of TravellerFamily Leisure
Seat TypeBusiness Class
RouteLondon Heathrow to Guadalajara via Mexico City
Date FlownOctober 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"the worst customer service"

(Canada)

Not Verified |   My girlfriend and I recently flew from Toronto Pearson to Guatemala City via Mexico City. At the gate at Pearson, we were informed that the flight was too full to fit all carry-on baggage and that we could check our carry-ons at the gate for free. We normally wouldn't mind doing this, but because we were connecting and then also not staying in Guatemala City, we were leaving for elsewhere in Guatemala, we preferred to keep our bags with us just in case they got lost during the short layover. However, we were also informed that if the overhead storage bins were full, then our luggage would not be moved down below but instead be put on a different flight to Mexico City the next morning. Again, we were connecting and then still not staying in Guatemala City, and we were not given any information about when our luggage might arrive in Guatemala City, only that if we didn't check it at the gate, we risked having it fly out the Mexico City the next day. Completely unacceptable to ask customers to make decisions of whether or not to check their bags at the gate or risk having them not even be on their flight at all, especially for those who are connecting elsewhere. I have never heard of another airline doing this instead of just putting any additional baggage down below on the same flight. The reason we were given was that doing so would delay the flight, but we also still left Pearson 90 minutes late. Overall this was the worst customer service I've experienced from an airline at the gate. Definitely avoid this airline if you don't want to risk not having your luggage with you for at least part of your trip!
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteToronto to Guatemala City
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

“Avoid this nightmare”

(United States)

Not Verified | AVOID this airline at all cost. They advertise a basic fare like many other airlines. However, unlike other airlines, what they don't tell you is that their basic fare is a stand by fare. We had a reservation for a family of four--parents and two kids (3 yr and 10 yr old). Aeromexico first declined to assign us seats during check in as they have oversold, and then forced us to fly in two different flights. As a mom, I had to travel with my two kids in a new country without their dad. Aeromexico refused to pay any compensation for splitting our reservation. They sent their terms and conditions page which states when they deny seats due to overbook, they have to first advertise to get volunteers with offered compensation (which they did not), and no where it mentions they can split reservation and force a family to travel in different flights. However, any litigation needs to be done only at Mexico city which they are very well aware that most passengers wont be able to follow. In short, AEROMEXICO is the WORST Airline and uses malpractice to inflate their profit. Avoid this nightmare.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMexico City to San José
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"Non existent customer service"

(Canada)

Not Verified | Non existent customer service. The flight itself was fine, if you run into any hiccups you're screwed out of your mind. They only speak Spanish, and customer service will not get back to you. Their website is a mess for any claims. You will run in circles. Only fly with them if you only have carry on luggage. If you have checked luggage you're rolling the dice.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteToronto to Monterrey
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"they canceled my return flight"

(Mexico)

Trip Verified | Everything terrible, avoid this airline, the bathroom was really dirty I was the first one to use it, that says that they didn’t clean it from the last flight. They give you some nuts as the food service. They don’t respect the zones then is the same if you are skypriority or not. The Aeromexico premier lounge in Mexico City, is horrible with horrible food and service, also is really dirty. I didn’t catch the plane from Mexico City, and they canceled my return flight without returning me my money.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteGuadalajara to Mexico City
Date FlownFebruary 2024
Ground Service 12345
Value For Money 12345
no
1/10

“waste of my time”

(Canada)

Not Verified | Both my connecting flights from Mexico City to Cancun and back got cancelled and given long layovers, waste of my time when I should've been relaxing on my vacation.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteVancouver to Cancun
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
6/10

“Uneventful flight”

(Canada)

Trip Verified | Uneventful flight on new years. Check in could have been better organized - no point having zones if there is no coordination. Crew were in a good mood and mostly helpful. Snack was ok but not much. Entertainment system had an error so that all movies and tv show only played spanish audio. This had also happened on the first flight.
AircraftBoeing 737 Max
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMexico City to Vancouver
Date FlownJanuary 2024
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

“service was great”

(Canada)

Trip Verified | Of all the North American carriers I have flown (okay there haven’t been that many, but enough), AeroMéxico is one of my favourites. The equipment is modern, well-maintained and clean, and the staff are friendly, bilingual and efficient. Our 4 ½ hour flight from México City to Toronto was over before we knew it. The legroom was normal in comparison to other international airlines and the food was actually quite good – the service was great.
AircraftBoeing 737-8 MAX
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMexico City to Toronto
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
8/10

"pleasurable, although very short flight"

(Canada)

Trip Verified | What a pleasurable, although very short flight. Queretaro (QRO) airport even had skybridges. Although the crew didn’t have time to pay us much attention the brief exchanges we had were very pleasant. There was no time for a meal/drink service, but at least we enjoyed the 2 x 2 seating configuration with okay legroom to make the flight an brief comfortable one.
AircraftEmbraer 190
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteQueretaro to Mexico City
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes