Aeromexico

✅ Verified Review | Quito to New York via Mexico City. Aeromexico refunded my ticket without letting me know and for no reason. The night before my flight, I received an email from them to check in online, so I did not suspect anything was wrong. Upon arrival at the airport, I was told that my ticket had been refunded and was therefore no longer flying with them that day. I asked why and they couldn't give me an explanation, no one knew why. When I told them that I had received an email from them just the night before, the customer service agent told me, "Well maybe if you would have checked in online we would not have refunded your ticket." He then suggested that I fly tomorrow, which would cost three times the original ticket. After an hour of talking to multiple people, they told me I would be able to fly that day I just had to pay for the ticket. However, their machine would not accept my credit card and I could not take out an efficient amount of money from the ATM to cover the cost, and they refused to take a card over the phone from a family member. So I was unable to get on the plane, and had to re book, which I did so with a different airline.

✅ Verified Review | I have been flying around the world for more than twenty years and Aeromexico is one of the worst airlines I have ever flown. Service was horrible with screens and remote controls falling apart. Quality of food and snacks was deplorable. Connection from Mexico City-Sao Paulo was delayed to the next morning. Aeromexico sent me, my wife and two kids to a downtown hotel far from the airport, with poor quality and extremely noisy neighborhood. We were supposed to arrive in Sao Paulo between 10-11:00 am and we arrived at 10:00 pm. Flight back had no delays but again, horrible food, flight attendants rude and unhelpful. Flying with a family we always try to save the most on our ticket price but for sure, next time I will pay a little more to avoid Aeromexico. Do not make that mistake, I am still regretting it.

✅ Verified Review | Done 4 flights on Aeromexico flying from Mexico to San Francisco. Not only were the planes old, the seat was literally coming apart! Headrest, seat bottom all in really bad shape. Boarding is never on time even when it's the first flight. Worse still, they don't always communicate everything in English meaning key statements are missed are not translated but in Spanish.

✅ Verified Review | I have heard so many horror stories from Aeromexico that I became scared to fly with them. I can honestly say that they are better than they are given credit for on my flight from Guadalajara to Los Angeles we were treated really well, all of the staff were helpful and we were served a full breakfast in a 3.5 hour flight which is almost unheard of in most North American carriers. Another plus was that our aircraft was new and our flight arrived on time.

✅ Verified Review | Calgary to Lima via Mexico City. Buyer beware Aeromexico has the worst cancellation policy I have ever come by with an Ariline. My husband and I had to cancel our flights due to a family medical emergency. I went to re-book the tickets 3 weeks later, I was told there would be a $100USD no show fee applied to our rebooking for each ticket plus a $250 re-booking fee for each ticket! A total of $700USD. I had cancelled our prior tickets more than a week before flying. When cancelling my flight the rep didn't notify me of this policy. When booking it said there is a cancellation fee but $350 a ticket is crazy. When calling in to re-book, I asked for a manager and was told there was no manager available and that I would need to send in an email. The response time was going to be 7 - 10 days. I called again the next night to speak with a manager, I was told that there was no one available. I said I would wait, they finally put me through, I waited for 10 minutes and was hung up on. I tried calling back again, waited on the phone for an hour and no-one answered. Pretty sure they screened my call. Needless to say we didn't re-book with them and were unable to use our credit. Very disappointed in the lack of customer service and terrible policies - rip-off!

✅ Verified Review | Havana to Veracruz via Mexico City. If you expect a Premium quality service "Clase Premier" is not for you. Check in was average. I just receive one boarding pass and was told to collect the next one in Mexico (system failure). No fast track for security. No lounge access (Aeromexico does not have any agreement in this route). Chaotic boarding (altough it was passengers fault). Welcome drink consisted in a minuscle glass of hot water or warm orange juice (consider that air conditioner was not working in the airport). So I asked for a beer and had to wait about 30 minutes. No personal screens. Many ads in the entertainment system. Meals were atrocious, the lowest quality I have found in business class. After landing my baggage I waited 30 minutes for my baggage and had to make a very long queu to get my connection boarding pass (no priority lane). Taking everything into account you just receive a little bigger seat and nothig else. A really bad experience: Dont waste your money in Clase Premier!

✅ Verified Review | Flew from London Heathrow to Guatemala via Mexico City. I've flown Aeromexico several times and haven't had any problems. Seats are ok, could be a bit wider though. Snack food on short flights is terrible, food on long flights good, entertainment system is OKish, but no games and not all movies are subtitled. Air hostesses very nice and the planes have been clean. Mexico City airport, past immigration, is noisy, noisy, noisy with nowhere decent to eat.

✅ Verified Review | The four of us booked a flight from Vancouver to Bogota, with a 2-hours connecting flight in Mexico City. The flight landed in Mexico City 30 mins late, and we were rushing to get to our connecting flight. We had to go through customs, pick up our luggage, then drop it off again and go through custom and security for our connecting flight, in less than an hour and half. We actually missed our flight, and when we went to the Aeromexico help desk, they said they could do nothing for us, but we had to pay over 800CAD each to take the next flight. It was cheaper for us to book with another airline from Mexico city to Bogota, but apparently, if we do that then our return flight gets cancelled as well. So pretty much, we were forced to pay 800 each, we couldn't take other airline, and we had to pretty much sleep on the airport floor until our next flight left. And they had two flights to Bogota the same day and the flight was pretty much empty! They should've known better that Mexico City had ridiculously slow immigration, yet they scheduled the flight to be only 2 hours apart. Not only that, their flight landed late, and we didn't even have the option of choosing another flight?

✅ Verified Review | Mexico City to Paris CDG. The Boeing 787-9 is lovely, a solo window seat in business class. Nice amenity kit. Pillow ok (a bit small) and nice comforter. The video screen was large and the IFE selection was excellent. Food was disappointing - bland and overcooked. Wine and champagne selection was good. International airport lounge in Mexico City closed early at 10pm and they had us move to a very crowded domestic lounge farther away from the gates. The second lounge was dirty, wines were not re-stocked and food was sparse. It was a mess. The cabin staff was the rudest I have ever experienced in business class on any airline. Bare minimum. Rarely came through the cabin. I was not served at dinner, asked for a meal and a drink after waiting over an hour and was treated very rudely. It is a pity that this airline, which has obviously invested heavily in nice equipment, has such lousy service staff - both on the ground and in the air. They need to fix it. I would avoid them.

✅ Verified Review | New York JFK to Mexico City. I have been a long time customer of AeroMexico, and overall, I am happy to recommend AeroMexico. All of their planes lean to new or recently renovated, their fares are competitive, and their service is competent. On this trip I was flying JFK-MEX-ACA. The MEX ACA route is an E190, and basically so short (45 minutes) that it is not worth reviewing. Only comment I have there is that I am not a huge fan of gate-bus-gangway flights that Aeromexico opts for for its E190s, as a result of having more planes than Terminal 2 at CdMx can handle. The flight from JFK was great, with only a few hiccups. Checking in at a Premier Clase desk is usually a speedy affair, though this time they could not give me a connecting boarding pass for the Acapulco leg until I got to the gate - they said that check in was not open for that flight - something that has never happened to me on this route before (with identical itinerary). Boarding was easy enough - though I would advise travellers to find and line up in their zone early - there tends to be a rush, and overhead space is always at a premium owing to the seemingly lax enforcement to carry-on rules. It always seems that the "personal" bag is the same size as the carry on. The staff was polite, and the announcements clear (and they did get my connecting boarding pass printed). So now on to the Boeing 787 and Clase Premiere, I love this plane. By far the best I have flown. The configurations differ; this was 1-2-1 pods, with little storage bins, lie flat seats and a movable outer armrest (also with storage). The entertainment screen is big, can be accessed by touch screen or by small tethered controller hidden away. There is ample space, both width and length. The seats are comfortable, and the plane feels spacious. There are three bathrooms for business class, two of which feel spacious (they have windows). The inflight service is courteous, but overall can feel absent at times. They serve a beverage before takeoff (water, juice, champagne), a pre-dinner drink/cheese plate, dinner (basic meat/pasta options, salad, roll & dessert) and that's it. Immigration and custom forms are distributed while you are still at the gate, which I like. Previously it seemed like they never handed them out until the last moment. There is a back galley with self service items for later on in the flight, including an attendant who insists on carrying open liquids (coffee, etc) for you to your seat. There was advertisements for Wifi, and the Wifi light was on during the flight, but was never available, either on the US side of the border or the Mexican side. That was a disappointment. Its a no brainer to opt for this plane over the 737 when your schedule allows. This plane makes one trip a day MEX-JFK in the morning, and JFK-MEX in the afternoon. The rest of the Aeromexico planes on this route are 737-8/9. Good planes, same service, but the 787 is in a different league.