Aeromexico

✅ Verified Review | I flew from London to Mexico City and back with AeroMexico and had an extremely disappointing experience. I used British Airways on this route before and should not have made the mistake of changing the airline. Flight London – Mexico City was delayed 17 hours. We already had boarded the plane when we were told that a technical inspection was ongoing and we would be delayed by 1 hour, then2 hours, then 2.5 hours. After 2.5 hours we were finally told that the flight wouldn’t depart. Admittedly handling of the delay was quite good – it took me only about 1h from disembarking to getting into a hotel room and the following day flight departed and arrived without problems. What was not so good was handling of my request for delayed flight compensation (no answer received to date). On the return leg I made the mistake of going into the AeroMexio lounge in Terminal 2. The worst airline lounge I have ever seen and my travel experience is quite extensive. When I entered the shower I thought maybe it would be better to travel not feeling fresh than risking a disease. The lounge was small, crowded and smelly. This not to mention the incompetence level at the check in – I appreciate that not all counters have to be opened, but the number of open counters should be sufficient not to make business class passangers wait for 25 minutes to check in the luggage. Flight departed with only 1h delay – 16h less than on the way there - progress. Half way through the flight the entertainment system and light in my seat stopped working. Flight was fully booked so there was no way to change the seat. I added AeroMexico to my “never again” list and would encourage everybody to do the same.

Aeromexico service is good and attentive. On the flight MTY -JFK in the Economy cabin offer snack (Sandwich, Yoghurt and drinks). The plane normally flown from GDL is old and small plane, also the MTY flying to JFK, which is annoying and which is a flight of more than 4 hours and no IFE. The seats can be a little uncomfortable for many flight hours. Overall it was a good flight and service was good.

✅ Verified Review | Vancouver to Ixtapa via Mexico City with Aeromexico and I had a positive experience. The departure in Vancouver was on time and the service, once in-flight, was impeccable. The planes both ways were top-of-the-line, including the smaller aircraft connecting to Ixtapa. The food was very good on the Vancouver-Mexico City legs, the entertainment was plentiful, flight attendants were checking on passenger needs all the time and the planes were immaculate. There was a gate change in Mexico City airport for the flight going to Ixtapa, with a 30 minutes delay. Mexico City airport would benefit from implementing "automated" English language gate change announcements - if one doesn't speak Spanish, it might be hard to understand accented announcements in English.

✅ Verified Review | Nashville to Cancun on Aeromexico. Worst flight I have ever experienced! Started off with a 9 hour delay. Then we are traveling with 3 small children and they could not get our seats together. I have flown with my child on several international flights and I've never been told there was nothing they could do to move our seats where at least one parent could sit with the child! Another 1 hour delay on runway on the way back!

Mexico to London with Aeromexico. It is nice to see the inflight services improving, what is still a disgraceful embarrassment is the service provided in MEX. You first need to print your boarding pass; they claim that you can do it on your smartphone, but the app does not work at all! After you got your pass, you are now randomized into one of the three queues to drop your luggage and get your documents revised. The whole process is a mess, with people not understanding where to go. The red jacket personnel act more like grade school teachers than airport personnel asking clients to get in line. The queuing takes about 20 minutes. Boarding was done by zones, but since we had other flights boarding around, we were quite confused. On board, the airplane is spotless. Cabin crew works hard and is friendly, but a bit aloof. They were neatly dressed and groomed. Seats were the usual economy seats. Some people say they are narrower, but I did not feel particularly cramped. Meal portions were very small but tasty. Inflight entertainment was very good. Inbound flight was a red-eye too, which is very convenient. Would fly them again.

✅ Verified Review | The worst experience with an airline we have ever had! Booked a flight for a vacation to Cancun from SFO departing on 4/29, 11pm. The flight had a layover in Mexico City, then arrive in Cancun 10am 4/30. Needless to say, that didn't happen. Our flight was delayed 45 min, boarded the plane and sat in the plane for another 45min, only to be informed to disembark due to an issue with the plane's cargo door. The time was 12:30-1:00am. We're told that they would inform us every 20min what was happening. We had to inquire ourselves. After another 2hrs, (3:15am), we're informed that our flight was cancelled and we needed retrieve our luggage and await for instructions. All 128 or so passengers waited for the luggage another 45min! (Understanding that at this point, there is only a skeleton crew working at the airport!) Once everyone retrieved luggage, we're told to go to the Aeromexico ticket counter so everyone could be assigned new tickets. We all stood in line for more than an hr without a single movement of the line because there are only 3 windows with three staff members working to help every single passenger! After 1 hour, we hear a person shout out, "Anyone going to Cancun, please head to the Delta ticket counter and they would assist us there". So everyone going on to Cancun are running to the Delta ticket counter with all of our luggage. We had been at the airport for more than 11hrs now. Once at the Delta ticket counter, got in line (now there are people in line checking in for Delta flights) so the line is long. My husband asks one of the Delta agents and they told us we're in the wrong line and needed to move to the "special services" line. So again, moved to this line and waited another 45min before getting to the counter. There was a Delta flight going to Cancun at 7:00am but by this time, too late for this flight. The person assisting us did not know what was going on at all! They booked us on the next flight to Cancun which departed at 8:00am. While we were at the ticket counter, another person who was also being helped, requested a direct flight to Cancun, which they accommodated and it was not even a Delta flight, it was thru United. When we asked if we could do the same, the person told us that he could do this. The tickets he assigned us was all that we could get. We realize what had happened to us was not his fault but he could have assisted us as much as possible. We get to Cancun at 6:30pm and lost a day of our vacation. No apologies, no vouchers, no refunds. The day before we leave Cancun, we try to checkin and it prompts us that we need to contact Aeromexico. Called and we're informed we have to check in at the airport. Get to the airport 2.5hrs early, flight departs at 2pm, get to the counter only to be told, they can not find our etickets in the system. The person from Delta that assisted us, wiped out our return flight tickets. It took another 2hrs with a Delta supervisor helping to get us back in the system. We almost missed our flight.

✅ Verified Review | I was flying Aeromexico from Tuxtla Gutierrez to Durango via Mexico City. The first flight was delayed and so I missed the connection. I spent 3 hours in the airport trying to get some help but the Aeromexico staff were sending me from one person to another and finally they told me I had to spend the night at Mexico City and that they won't pay any compensation because the delay was due to air traffic control of the airport. Since it's the case that Mexico City airport is always busy then they shoudn't have allowed for only 1hr between connected flights. As a serious airline company they should have local knowledge of the airports.

✅ Verified Review | On a recent trip with Aeromexico, I attempted to check in at the airport desk and was told that without proof of exit from my destination, I would not be allowed to check in and board my flight. As I was under time constraints to check in and board my flight, I was pressured by the clerk and the manager on duty to buy a ticket on the spot to show them. I was assured that the ticket I was buying was immediately and fully refundable and simply had to call them to cancel it when I arrived at my destination. I found out afterwards that this was all completely untrue and that I wasn't required to show the ticket desk anything of the sort. Regardless, I had done what they asked in good faith, assuming that at least their reassurance that I could get my money back quickly was true. (Side note: a fully refundable flight from Mexico City to Miami cost over $1400). I then called to cancel my flight and was assured that I would receive my reimbursement within 4-6 weeks. I spent the following two weeks requesting a written statement of this and finally received it by email. Three months later, I still have not received my reimbursement and have been paying interest on this large amount. Customer service has been non-communicative, taking weeks to respond to simple requests for follow up. The call centers refuse to answer questions relating to reimbursements or complaints. Recently, they even admitted in writing that the mistake was theirs due to a typo. Yet, still no reimbursement. I have never experienced such poor and unfair customer service. I recommend avoiding Aeromexico at all costs.

Flew Aeromexico to Managua from San Francisco and of 14 interactions with their clerks (check in, etc) I experienced issues 12 times. Several times the clerks smiled while I was walking them through my issues. Three of four flights we were bumped from the flight despite having a clear reservation and forced to take another flight. One of these bumps ended up forcing my girlfriend and I to stay in Mexico City (not my final destination) and robbing us of one day of a long awaited weeklong vacation. Honestly the people that work for the company don't care and you will feel it at every check in counter. With all of the interactions and issues I faced with Aeromexico I feel like I have enough data to say that 50-75% of the time they will screw up your reservation in one way or another. Its a gamble I will never take again and I'll be happy to pay 3 x the cost of another flight to avoid Aeromexico in the future. I saw these types of reviews before booking originally and wished I had paid more for my flight.

✅ Verified Review | San Francisco to Mexico City with Aeromexico - it's a cheap airline, but better avoid it not to ruin your trip. Absolutely unacceptable flight cancellation process and customer treatment. They kept us in the airport waiting for the flight status for 5 hours, every 20 minutes saying in another 20 minutes it will be done and we will depart. The result - from 11pm to 5am in the airport. Then 1.5h to receive luggage and a 3h line to get on another flight - a total of 9h in the airport overnight in lines and without food or water (in SFO it is all closed at night). It is not only ridiculous, but also inhuman to keep people waiting without food, drinks or any other service, especially those with small kids. Absolutely poor on-the-phone support and open lies from phone operators saying that the flight is not cancelled after it got officially cancelled. Getting the operators on the line, in turn, took 1 hour and another 1h in negotiations with high pressure from my side to get a replacing flight the same day. All in all, I got the feeling that Aeromexico openly does not care about its clients and is not willing to do anything to help in a situation of such a case. I've flown many airlines, and they are the worst I've seen so far. In a similar situation many other companies would give you coupon for the next flight, will provide food and drinks, send additional company staff to the airport, and keep transparent about what is happening. I lost my other flight because of their cancellation, and I had to book a new one. None of their managers showed willingness to help, they all just said it's not their business and denied talking about the options.