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 443 reviews
5/10
3 star Skytrax Rating
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1/10

"Customer service is terrible"

(United Kingdom)

Trip Verified | Buenos Aires to London via Mexico City. My seat and entertainment area were broken for the whole duration of the flight. We booked Premier class seats so we could have a fully reclining seat on a long flight. These tickets are 4x the price of a normal seat and are advertised as extremely comfortable, fully reclining seat and so on. Could not use any of the features Premier stands for and the upright position of the seat is stiff and uncomfortable. Their reaction was: "You need to contact customer services to get compensation, there is nothing we can do." Customer services finally got back to me and they claim and I quote: "the entertainment services inside our aircraft are considered courtesy." What do you pay so much extra for in premier class if it is all considered a courtesy? I don't even care about the entertainment, it is the seat and back support you really pay for but as it is completely electronic chances are those don't even work and you still can not lie down. At least in economy you can move the back of the seat back a little regardless if there are electronic issues! The Customer service is terrible as they don't care about anyone. You have to be lucky that even when you pay a lot of extra money you get a working seat. A gamble we are not taking again.
Type Of TravellerCouple Leisure
Seat TypePremium Economy
RouteBuenos Aires to London via Mexico City
Date FlownJanuary 2019
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

"staff are not accommodating"

(United States)

Trip Verified | Five of us flew from LAX to CAN, each of us had 1 carry on luggage and 1 personal bag. We checked the Aeromexico website prior to our flight and the information there was we are allowed one carry on with 22lbs each. We had no problem with our luggages from LAX-CAN. But to our surprise when we are flying back to LA, Aeromexico ground stewardess was weighing our carry on luggage together with our personal bags, so obviously all of us are going to have overweight baggage. We explained our side that from LA we didnt have the same problem but the staff are not accommodating. We had a bad experience with this kind of service and probably won’t be flying with Aeromexico again. We had to check in three pieces of luggage and will have to wait for it at LAX. Had we known that our personal luggages will be included in the 22lbs allowance, we should've prepared better. I dont see the point checking the baggage information in their website if it is not clear. It is the first time that I encountered an airline weighing the personal bag of their customers.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteCancun to Los Angeles via Mexico City
Date FlownJanuary 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
2/10

"It’s extremely shady"

(Australia)

Trip Verified | I travelled with Aeromexico to Medellin Colombia and on arrival my bag was not there. After talking to an Aeromexico service desk , I was told the ‘system’ was down so She could not track my bag. So I asked to fill out a lost luggage form - I did this (with my friend who speaks Spanish as her native language) and was told to call the Aeromexico Medellin number the next morning. My bag was never found and after 21 days I was told to compile a list of the items in my backpack , along with receipts and that I would receive compensation for all items with receipts and 25% of the value for the items without receipts. I did this and from what I was told - I was eligible for almost $2,000 in compensation. I received an email back informing me I was not eligible for compensation because the report was ‘made by courtesy’ . I replied asking for further explanation and received no response, I called the Medellin line and they told me it must be a mistake and to send the email again. I did this and received the same response , again I asked for further explanation and received nothing. When I checked my bag in st Mexico City - the attendant was slow and rude to both me and my Colombian friend. My friend saw him ticket my bag but we found out later that he did not give us the corresponding tickets for the bag. It’s extremely shady, and although I still don’t have an explanation - it seems that the attendants did not give me the correct forms to fill out or did not enter my missing bag into the system. To Make an insurance claim I have to prove I have made all lengths with the airline first. This is impossible as the phone lines never answer and there email correspondence is ridiculous. Even as a budget carrier I expected more. At the very least and explanation and compensation for my immediate expenses - I was left with nothing and lost many items not just of financial value but personal too.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMexico City to Medellin
Date FlownNovember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Horrible customer service"

(United States)

Trip Verified | Horrible Service! Would have given zero stars if that was an option. Several hours before our flight I received an email informing the flight was delayed 12 hours. When I called Aeromexico to confirm the flight delay, they told me the flight was not delayed and I should go to the airport for the normal scheduled departure. I called twice to confirm and was told to go to the airport. When I arrived at the airport, there were hundreds of people in line for AeroMexico and agents only said to wait in line and gave no information. After an hour in line that never moved, I walked up to the front of the line and demanded to speak to an agent. I was told that the flight was delayed until the next morning. Our flight was rescheduled and delayed several times over the course of 15 hours and we had to sleep at the airport. The final attempt to reschedule our flight was on an overbooked flight and they could not seat us. We were told the only available flights would be many 5 days later! This caused us to miss our entire trip. The counter agent told us to call Aeromexico and maybe the operator could be of service. We called and was on hold for nearly an hour before being given an email address as a source of contact. There is no one to speak with regarding complaints or flight cancellations. The company only communicates via email. Horrible customer service. I wrote an email explaining what had happened. The company responded saying since they offered us a flight, even if it was 5 days later, they would not refund the tickets nor offer a credit! We spent over $1400 on two tickets and they could not even offer a credit.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteTijuana to Mexico City
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"don't ever fly with Aeromexico"

(Netherlands)

Not Verified | We also were victim of poor management by Aeromexico. After two delays our flight on january 2nd 2019 was canceled leaving us stranded in Puerto Vallarta. This airline doesn't inform passengers, doen't plan ahead and most of all doesn't care about you! Passengers had to inform themselves what was going on. Story most heard was that due to fog in the morning in Mexico City Aeromexico started to book passanger from the first planes that had to leave out of Mexico City over to later flights. That meant that the last flights had to be cancelled. They knew that from the start. Didn't act and let passenger on these last flights hours in stress before telling them at midnight that they could retrieve their bags from the belt and look for shelter. We had a 24 hour delay, had to take a bus to Guadalajara because this stupid action which also caused overbooked flights for the next four days(!). There were no excuses, no compensation whatsoever. Just a reaction that it was due to weather condition (which false, the weathet was perfect that afternoon. My advise: don't ever fly with Aeromexico. If you do, don't complain (and you will be sorry!!).
AircraftBoeing 787
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RoutePuerto Vallarta to Amsterdam via Mexico City
Date FlownJanuary 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
3/10

"been refused reimbursement"

(Canada)

Trip Verified | Puerto Vallarta to Vancouver via Mexico City. Our flight was postponed so our connection was impossible to make. We were transferred to a different airline. So far so good. However, we had paid for our luggage (via the internet the night before, as requested by Aeromexico) and now we have been refused reimbursement of the cost (despite the fact that we paid the second airline for the luggage as well). So, the cost of transporting two pieces of luggage back from Mexico to Vancouver now stands at $100US. Outrageous. We refused Aeromexico's offer of a coupon for a future flight as we will not be flying with them again. There should be a law against this type of gauging.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RoutePuerto Vallarta to Vancouver via Mexico City
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Worst customer service"

(United States)

Trip Verified | Bogota to Los Angeles via Mexico City. Worst customer service experience in over 30 years of travel! Aeromexico employees in Mexico city are of the utmost unprofessional, ill informed employees I have encountered. From the moment our plane arrived we were misled, disregarded in regards to a connection to LA. We had a conversation to make and had to get our luggage to move forward. We were missing one piece of luggage. I Immediately I went to representatives, showed them my ticket and was told to just wait. This us where the ineptitude and arrogance began. Not only was I misdirected to 3 wrong areas but was just pointed in the general direction of where to go by supervisors of all people! Knowing that we were on the verge of missing a flight at NO fault of our own. I insisted that we be taken by someone Personally and this employee took me to the wrong area as well. NO ONE knows what is going on and above all RUDE about it. Aeromexico is not the airline you want to consider traveling with first and last time with this home of a company!
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBogota to Los Angeles via Mexico City
Date FlownJanuary 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
3/10

"superficial and uninspired"

(United States)

Trip Verified | Monterrey to Los Angeles. Service in the air seems superficial and uninspired. The flight attendants told people to take out their headphones during ads in w/ a rude tone. The food was very salty and looked old. The ground staff and services were nonchalant and unaccomodating. Overall, Aeromexico doesn’t seem to care about customer experience. Disappointing!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMonterrey to Los Angeles
Date FlownJanuary 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"never book with them again"

(United States)

Trip Verified | Mexico City to Zacatecas. Booked a flight for my father with Aeromexico and on his connecting flight they cancelled and reassigned his flight 5 times. An 8am flight turned into a 9pm flight, he was stuck in the airport for hours with agents telling him they couldn't help. When I called they promised he would be on a 4:30 flight and still reassigned him 3 more times after that. Absolutely terrible will never book with them again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMexico City to Zacatecas
Date FlownDecember 2018
Ground Service 12345
Value For Money 12345
no
1/10

"Horrible customer service."

(United States)

Trip Verified | Horrible customer service. We boarded our flight to Guatemala and my husband has a medical emergency before take off and we were taken off the flight and taken to the hospital. I have been trying to get a confirmation of our flight cancellation for insurance purposes. They say the cannot cancel my flight because they only have my ticket information but not my reservation. Orbitz cannot cancel my flight they say AeroMexico needs to. This is ludicrous! Apparently no one has our reservation but they can see our ticket and that we did not take the flights.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RoutePortland to Guatemala
Date FlownOctober 2018
Ground Service 12345
Value For Money 12345
no