Aeromexico

Great service from Houston to San Pedro Sula in Honduras. Great staff friendly and helpful employees and easy to navigate Terminal 2 in Mexico City and Terminals D and E/F at Houston Intercontinental Airport.

Mexico City to Merida Dec 25. Was not allowed to choose a seat when purchasing a ticket not during online check-in either and at the airport I was told the plane and seats were full. I was stuck by the window with the wall sloping inward - I am a large wide-shouldered man. Flights were torturous as was waiting on the tarmac for 30-40 minutes with no explanation as to why. No food or entertainment available.

MEX-LAX Dec 2011. Business/First poor boarding seat cramped meal was a bad ham sandwich. Plane was a 737-700 that was late departing. As we approached LAX there was fog and we were told we were going to Tijuana. On arrival at Tijuana passengers told we would be flown back to Mexico City. As a few passengers complained we were eventually let off the plane but told we were 'on our own'. Airline did not care less and said they had no responsibility for the situation. Bags took 30 minutes to show up. The product was bad to start with but the whole experience was just awful. Ended up taking a taxi to San Diego and then having to drive myself to LA.

I have flown 4 Aeromexico flights in the past 6 months two roundtrips from Mexico City to Chicago and all 4 flights were excellent. One flight left 30 minutes late yet managed to arrive on time. The others left on time and arrived either on time or early. Newspapers and either breakfast or a light lunch onboard. Very friendly flight crews. No problems at all.

MEX-MAD. Flight left on time. Aircraft was a Boeing 777-200 in a very good condition. Cabin looked spacious and clean. Seat was ok but sleeping was not easy as it was angled. Moreover the config was 2-3-2 so if sat in the middle and pax next to you are asleep you have to jump over them. AVOD system was reliable. The food was tasty as Aeromexico have started a new collaboration with a group of chefs. There was also an express dining option for those of us who wanted to sleep. The crew were attentive and helpful with high uniform standards. They responded effectively to customer needs and were constantly through the cabin offering drinks and top ups. Two hours before landing breakfast was served. Flight landed in MAD on time. Great flight and exceeded expectations.

SFO-OAX roundtrip via MEX. Outbound the 12.40 am departure time became 4.30 am due to a crew issue. The plane was an older 737. The EmPower jacks at our seats were dead and there was grime on the hard part of the seat. There was no special meal service for business class - everybody got a small ham and cheese sandwich. The front toilet quickly got foul but that didn't stop a steady stream of coach passengers coming up front for it. The FA's were nowhere to be seen. AM has no connections/transfers desks for international arriving passengers at MEX. We instead had to go out to the airport lobby and stand in line for an hour at the ticket counter for a rebooking of our missed connection to OAX. Staff working in the ticketing lobby were rude. On the return flight to SFO it was the same older plane and yes the same type of ham sandwich for dinner. Only highlight of flying AM was that we ended up spending a lot of time at the Salon Premier lounges in T2 which were nice though filled to the gills.

MAD-MEX Economy class. Check in was a bit disorganized in Terminal 1 of Madrid. Terminal was very busy due to the summer holidays no sitting at the gate Terminal 1 has very poor services for travellers. Boarding was on time and done in a very organized way. Legroom was reasonable food was very nice and service was outstanding. Cabin crews were very polite and caring. Landing on time. Baggage came with 15 mins delay due to a shortage in transporting vehicles.

Mexico City to Narita thru Tijuana. At check-in I requested for check-thru for my baggage but the man in the counter said it is not possible. I got alarmed when my other colleagues (we were in a group reservation) baggage were checked-thru. I had to recall from baggage and made to baggage drop for check-thru to Manila via Narita. Mexico City to Tijuana leg we were assigned a seat number - 14E which did not exist. So they found us seats on row 22. When we reached Tijuana we stayed on board and we asked if we needed to change seats as we were given boarding pass with different seat assignments. Again I was assigned seat 12A which still does not exist in the plane. We were made to sit in other seats and we had to bring our blankets and earphones because they do not issue fresh ones. We had connecting flights in Narita for our trip to Manila. When we got to Manila our baggage did not come with us. For 2 days we tracked our delayed baggage and learned they were not loaded apparently when we left Mexico.

We were traveling to San Luis Potosi from Phoenix. Check in took 1.5 hours we got 5 seats two or 3 rows separated from each other (3 kids 47 and 10). We relied on the kindness of people on the plane to get all the seats together. For delays we lost the connection flight to SLP in Mexico City and we got a flight next day (18 hours later from our original). I asked for compensation for the hotel expenses We got nothing but the worst is that at the next day We just find out that local passengers got hotel expenses and we were international. I am going to use this airline.

A comedy of errors! Two days after the switchover to the SABRE reservation system check-in was still delayed a lot because they never trained their staff on the new system! My SAT-MEX flight left and arrived two hours late. There was no announcement of the cause for the delay. It took the agents about 10 minutes to check a passenger. As passengers finally trickled to the gate there was no agent and no sign confirming that this was an Aeromexico departure gate - and there was no plane. On the return May 29 things were still a bit slow that's when the agent told me that she had arrived at work on May 22 to find totally new screens on which she had received no training. The system also told them (on May 29) that I hadn't paid when in fact it was a prepaid Expedia ticket. Apparently they had changed the flight number right as they were switching systems and my reservation was not transferred correctly. After my flight boarded they announced that the co-pilot hadn't arrived! Hence a half-hour delay. Totally amateurish performance throughout by this airline which I will try to avoid flying.