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

"very rude to our family"

(United States)

Not Verified | First of all we had book through Delta Airlines a few months back and we received an email that our flight had been changed to Aeromexico. We thought no big deal. We get to IAH in Houston Texas for our family flight to Cancun Mexico with a 3 hour layover in Mexico City. We go to check our bags and we were told that we have to pay for baggage (First Strike because we are Delta Sky Miles Members we thought that because Delta switched us that our baggage would still be free.... Nope $130 one way) Okay so our frustration level has raised up. Now the only thing that was not Aeromexico's fault was that we had a traveler with us that thought the US Passport Card was good for air travel well it's not and the rude with no compassion agent at check in let us know in more ways than one. We just asked her a simple question and we were told not to waste her time with questions (Strike two and Anger Level just went up a notch) We checked our bags and received our boarding passes all the way through to Cancun. Meanwhile we had to arrange to have our one traveler transportation home. We ran to the gate and the agent that checked us in was at the gate and once again very rude to our family which we never said a word to her that would make anyone treat a customer like she treated us. We boarded and arrived in Mexico City. As our family was getting off the flight I wanted to see what gate our connecting flight to Cancun would be and there was no gate number or seat assignments. We never noticed it before we left Houston because of that situation. Well on our tickets they all had standby. Anger level just went up again. We figured out what gate our flight to Cancun was and went to the gate and I went up to the agent and asked why were we put on standby? He said no clue but we were not going to get on the flight because it was overbooked. Now we had arranged for pickup in Cancun for 8:30pm and so we have to figure out what flight we will have to get on if any to get to Cancun. Lucky thing Delta had a little customer service desk and they were able to get us on the next flight out which was an hour later and we were able to get a hold of our transportation. We finally arrived in Cancun around 10:00pm. Trip from hell over. Now this is what I don't understand. I have flown all over the world and have had hundreds of connecting flights and I have never in my over 30 years of flying ever been issued a standby ticket for a connecting flight.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteHouston to Cancun
Date FlownJuly 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"rudest I have ever met"

(United States)

Not Verified | Worst experience I’ve had! They charged my card $400 for upgraded seats that I never got. They refused to give me customer service. Staff in the Cancun airport are the rudest I have ever met. Never flying with them again.
Type Of TravellerFamily Leisure
Seat TypeBusiness Class
RouteCancún to Mexico City
Date FlownJuly 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Last time I fly with this airline"

(United States)

Not Verified | Terrible check-in experience! The line is ridiculously long for no reason other than the staff is extremely incompetent and slow. They take more than 30 minutes with one passenger and then socialize after for another 10 minutes before calling anyone up. Yes the staff is lost, unprofessional and have absolutely no idea what they are doing. Last time I fly with this airline.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMexico to Miami
Date FlownJuly 2021
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

"Worst airline ever"

(United States)

Trip Verified | Worst airline ever. They make everything difficult. I am trying to postpone a trip in May 2021 due to Covid and they don't care. Aeromexico doesn't care about health and safety or their customers. They should not make it such a difficult stressful ordeal to conduct business with them. They will never give you the customer service you deserve.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLos Angeles to San Jose via Mexico City
Date FlownJuly 2021
Value For Money 12345
no
1/10

"requested multiple times for a refund"

(Canada)

Not Verified | This is the worst company to fly with! When covid happened, Aeromexico cancelled my ticket and gave me a voucher. I was supposed to go to a wedding and the wedding had passed. I requested multiple times for a refund. I kept getting refused and it’s been hard for me because I cannot afford to travel due to the current situations and I am suffering financially!
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
Date FlownAugust 2020
Value For Money 12345
no
4/10

"Unnecessarily stressful"

(Mexico)

Trip Verified | Chaotic and inefficient check in and boarding. Plane overbooked and they put us on standby but we did make in on the plane after insisting we had to make the flight. Unnecessarily stressful.
AircraftBoeing 787
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMexico City to New York JFK
Date FlownJune 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
2/10

"Aeromexico security said my test was no good"

(United States)

Not Verified | We were returning from Cancun with a 2 stop flight to Fresno, CA. 1 stop MEX, 2nd in GDL. When we boarded in Cancun Aeromexico security checked my negative covid test that was taken at the hotel and said everything was good. In Mexico City the same answer. But at GDL I was stopped by Aeromexico security who said my test was no good, that I had to go across the street at the parking lot they had a lab. This was no lab. The lab at the hotel is much better and more professional. I stayed at a nice hotel and I just had a family return the day before with the same test and they made it back with no problems. I overheard them saying that they had oversold tickets and we were kicked off. The test was performed by a licensed doctor at the hotel and signed. They made us wait till the next day to board plane and retake the covid test. Everything was fine with customer service up until that point. Airline shouldn't be kicking people off plane cause they over sell, especially when you have all required documents.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteGuadalajara to Fresno
Date FlownJune 2021
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

"Very bad customer service"

(Mexico)

Trip Verified | I have tried to communicate with you very actively and it has not been possible. Very bad customer service! They misled me in a bad way, over selling my seat, they sat me further back and they did not refund my money. In addition, they charged me for my luggage as if I had only had the ticket where you sat me. Traveling alone with a 2-month-old baby I was forced to pay for everything they said and thinking that they would call me to pay for the error, wherever and whenever as your staff at SDQ instructed me. Not only have they not called me, but they don't even answer any of my attempts at communication. I would never recommend your services, I am going to be in charge of telling and making public with evidence this outrage to a client of your "premier club". ES: He intentado comunicarme con ustedes de forma muy activa y no ha sido posible... Muy mal servicio al cliente! Me engañaron de mala manera, sobre vendiendo mi asiento, me sentaron más atrás y no me devolvieron el dinero. A parte me cobraron el equipaje como si hubiera tenido solo el boleto donde ustedes me sentaron... Viajando sola con una bebé de 2 meses me vi obligada a pagar todo lo que decían y pensando que me llamarían a retribuir por el error aborde donde y como su personal en SDQ me ordenó. No sólo que no me han llamado, sino que ni siquiera contestan a ninguno de mis intentos de comunicación. Jamás recomendaría sus servicios, me voy a encargar de contar y hacer público con evidencias este atropello a una cliente de su "club premier"
Type Of TravellerFamily Leisure
Seat TypeBusiness Class
RouteSanto Domingo to Mexico City
Date FlownJune 2021
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

"nothing has been done to fix this mistake"

(United States)

Not Verified | I had booked a flight with Aeromexico back in December and I wanted to leave my tickets open and was told to just make sure I booked my flight by the end of the year 2021. I had called in multiple times to book my flight since we had decided on a date and was denied this request. They stated to me I had to wait 10 days for a response from their customer service to be able to change the tickets. I waited the 10 days like I was told I even gave it an extra 2 days to wait. Called again like I was told to do and was told it would take 20 days now to get this resolved. I was told by 4 different representatives it would take 10 then all of the sudden by one it change to 20 days. This is ridiculous and still nothing has been done to fix this mistake.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteDetroit to Queretaro
Date FlownDecember 2020
Value For Money 12345
no
1/10

"First and last time I fly with them"

(United States)

Not Verified | I purchased several airline tickets to fly with the family for vacation. I needed to make a change. And no it wasn't a last minute thing. I did with 2 months prior to departure. They have the worst customer service. First to get someone to answer your call as I tried several days and no one answers the phone good luck. Its like playing the lottery with them. And then after the 4th day ( my lucky day because they answered) after one hour of waiting. They can't make my change they said. And if I choose for them to make the change then I would incur additional fees of $900. Are you kidding me. They are obviously not making the money because of all the upset customers they have. That they are trying to make money with any fees they can implement. terrible. First and last time I fly with them.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteCiudad Juarez to Mexico City
Date FlownJune 2021
Wifi & Connectivity 12345
Value For Money 12345
no