Aeromexico Reviews

I had an extremely disappointing experience with Aeroméxico at Mexico City International Airport. Due to the airline’s handling of my connection, I was denied boarding on my connecting flight, along with six other passengers who were also left behind and equally frustrated. The customer service was unacceptable. Several employees were rude and dismissive, but the worst experience was with a female supervisor who was especially ignorant and unprofessional. When I asked to speak with someone above her, she told me there was no one higher than her that I could speak to, leaving me with no way to escalate the issue. To make matters worse, when I told another employee that I would never fly with Aeroméxico again because of how we were being treated, his response was simply, “You don’t have to fly with us.” That level of disrespect and lack of concern for customers was shocking.

Never fly Air Mexico again, they change your flight without even informing the customer, apparently it is their policy, even if you booked months before the departure date.

During our 6 a.m. check-in in Cancún, the first flight of the day, our group was initially told we’d need to check our carry-ons at no cost, then after weighing, told there would be charges. It felt inconsistent with our inbound full flight where carry-ons weren’t questioned. Thankfully, the representative assisting us, Patricia, was kind and patient, and helped us rearrange items so we ultimately weren’t charged. However, the supervisor, Priscilla R., was dismissive and at one point laughed at both our group and other travelers dealing with the same confusion. More than the policy itself, it was the lack of professionalism and respect that left a poor and lasting impression. I hope for clearer, consistent baggage procedures and respectful treatment of all passengers across airports.

I had a very frustrating experience with Aeromexico’s payment and check-in system. Before my flight, I tried multiple times to pay for my baggage online using three different credit cards and browsers. Every attempt was declined, and the website kept directing me to contact my bank. I spent over an hour with my bank, and they confirmed the issue was not on their side.

Do not book with this airline. They have been very rude and unprofessional. They kept all three tickets flights while I provided medical records restricting me from flying, and did not allow refunds nor flights changes and ended up keeping over 3 thousand dollars in their pockets and flights unused! Rude, disrespectful and mostly careless of their customers.

Constantly delay and they don’t have the decency and keep saying they are the most punctual airline in the world.

I don’t know where these people can change your seats without proper notice terrible service, not 100% on time as they claim. Was delay 1 hr at a flight with not proper excuse.

I made reservation 4 months ago and I didn't purchase seated but my family is 3 people with kid 7 years old so I didn't expect to seat all together but least one adult in the same row but big surprise they give us three different row far from each other. This company is NOT cheap and customer service is horrible. I have no choice I purchased one seat (1050 pesos) for seat my wife 2 row behind my son because if something happens to son least one adult need to be closer. Every company they seat one adult with one kid only Aeromexico don't get this is MUST about customer service.

I never fly Aeromexico, they are the worst airline. Have horrible customer service and so useless and made my mom and sister go on a different flight than me and my dad and didn't come home till 11:30 pm at night on Saturday which wasted their whole day and then they delayed me and my dad's flight so they could take off 2 of our family's suitcases and they wasted so much off our family's time because they went to the airport in Syndya and they weren't there. So my mom and my sister had to spend 5.5, buying her new clothes and my dad had to go back to the airport 3 times and it took them 5 days to get our suitcases back and on Monday they finally admitted that they had our bags. They tried to give us a $500 dollar voucher to fly their airline again but were not gonna do that because they suck and they lost a lot of customers, money and our family's time.

My mother traveled with her pet from Seattle to Mexico City. No issues with her in cabin pet as she had all paperwork in order as it is expected. On her return back to Seattle, she was denied traveling with her pet. She had all her paperwork current as she had just taken her dog to get another Certificate to verify the dog was healthy and no existing wounds nor cuts. The agent at the desk in Mexico City, completely became the Police and made my Mom leave her dog because evidently the dog did not have the Screwworm vaccine. There is no vaccine available for such plague. And the dog had only been the city the whole time, he was just at the Vet to getting his certificate to travel. But the agent denied him from traveling back home. How can a airline agent have so much power to do such thing. Paid $179 for the pet's tickets and getting a refund I need to submit my case. This airline sucks!! I will never travel with such airline.

Recently had what can only be described as a nightmare experience with this airline. From start to finish, the service was disorganized, unprofessional, and incredibly frustrating. Communication was poor, delays were handled without clear updates, and staff seemed either overwhelmed or indifferent to passenger concerns. What should have been a smooth travel experience turned into unnecessary stress and disappointment. I truly hope the airline takes customer service more seriously in the future and works on improving communication, accountability, and overall passenger care. My spouse was suffering from a severe anxiety/asthma attack while waiting for priority calling. They were calling all groups at the same time with no type of order.

I booked a flight from RDU to Cancun because it had direct service...I even put myself in premier class (their first class). I was diagnosed with flu the day before departure and had to cancel my flight. No refund or credit offered. I was told that I had to book an alternative flight before the departure time or I would lose the entirety of my ticket cost ($1350). I appealed that on my sickbed with the flu, I just could not generate dates for an alternative ticket. Moreover, the replacement ticket would have to be taken before 10 Sep, when I initially booked the flight. Thank goodness I took out flight insurance

Do not recommend this airline. They didn't let me back in to get my passport left in the seat, they told me to go do the inmigración line they were going to check! Obviously did not found nothing supposedly and the Mex authorities put me in jail until they sent me back where I started my trip! Awful experience and they didn't gave me an apology or nothing. AWFUL AIRLINE. HOPE YOU GO BANKRUPT

MEX TO TIJ. We missed our flight due to poor communication and last-minute gate updates. The gate information wasn’t posted until around 45 minutes before departure, and when we arrived 30 minutes before the flight, we were refused boarding because they said we had to be there 45 minutes early. Even after speaking with a supervisor, nothing could be done and we were forced to buy new tickets.

I booked Am Plus tickets (premium Economy) which are categorized as tickets that can be cancelled/rebooked. I did need to cancel - they would not give me a voucher for credit to rebook, and because I couldn't arrange a new rebooking date immediately and with repeated difficulties with contacting Aeromexico and being cut off during calls and not called back - I finally just abandoned my tickets. Lost money, lost confidence in booking with Aeromexico.

First trip with AEM.... Booked everything with a customer rep.... Gave the rep all the info including TSA precheck for me and my girlfriend. Day before flight, girlfriend was listed with TSA precheck but I wasn't. It was not showing up and I fixed it again. Didn't work. I asked if there was a meal. A rep at the airport said Yes, but NO was a better answer. On the way back, the sign at the airport was wrong. If I didn't go up to ask, I wouldn't have known. The counter people couldn't be heard. Made it on time. While in the plane, no wine but beer and some liquor was offered. No meal. WTF? This flight was over 3 hours long and international. No meal, no wine. Piss poor operation.

I am a surgeon. I had an awesome weekend getaway planned in Mexico City for friend's birthday and to see Bad Bunny perform, and about 48 hours before my flight, my patient became critically ill and needed a very complicated lifesaving surgery. Decided to cancel my trip. Called to cancel hoping for just a flight credit for some portion of the $1000 I had paid for the flight including seat upgrades. Was told this is NONREFUNDABLE. Repeatedly told them I am not asking for a refund, as refund means getting your money back. Did not want my money back, just wanted some portion of a flight credit so I could plan another trip to Mexico City at a later day, like every other airline I have ever used would provide.

I am currently seated in business class, and the service I’ve experienced is completely unacceptable for a premium cabin. When I arrived at my seat, the water bottle that is supposed to be provided to every passenger was already opened and clearly used. This is a basic hygiene issue and frankly shocking in business class. I called a flight attendant to point this out. She initially dismissed me by saying that “a bottle comes with every seat.” I then had to physically show her that the seal was broken and that the bottle had already been drank from.

I had a bad experience with one of your flight attendants named Paola. I needed to use the bathroom, and I waited until the passengers finished eating so I wouldn’t bother the person next to me. When they were collecting the trash, I stood up, but they were blocking the aisle with the trash cart and I couldn’t pass. Then Paola walked by and told me I couldn’t use the bathroom at that moment. I told her that I really needed to go, and as she walked past me, she pushed both me and my husband. My husband got very upset and told her not to push him, and he asked for her name. Paola looked angry and annoyed. It was a very bad experience, and I felt terrible—discriminated against and humiliated.

We were very disappointed with Aeromexico! Even after arriving 3 hours before a national flight, we still missed our flight because of faulty kiosks and inept agents! It took us, and others, over 1.5 hours just to get through the kiosk fiasco. The agents/supervisor weren't trained for this event leaving us and many passengers irate and short on time. Then, the agent at the luggage check-in was also inept, rude, and uncaring to the situation occurring at the kiosks; again, more irate passengers, including us. We had the flight protection plan and they wouldn't take that into consideration to book us a later flight. We wound up paying for tickets with a different airline with no reimbursement! It even took us 2 weeks to finally get an agent on the phone to review our case. They are lacking in customer service, training, and empathy. I don’t recommend Aeromexico!

Zero stars if that was possible. Horrible experience to the least. The employees at counter/front desk lack customer service. I recommend everyone not to fly with these airline. You will be forced to buy another ticket for your connecting flight because they will keep you going around the airport and then they will blame you for missing your flight.

Flying with a pet in cabin can be a challenge, but Aeromexico goes out of its way to make things difficult. We’ve never had an issue on any U.S. carrier, but they do a lot of pointless things that will just make a pet more stressed and the travel experience worse.

Aeromexico canceled a flight I had booked in July and I did not find out until I arrived at LAX on the day of the flight. My original fare was for $310.00. I had to buy a new ticket for $819.00.When I contacted Aeromexico after my trip, they admitted they were wrong but have refused to compensate me the more than $500 extra for a new ticket. In short, they stole more than $500 from me. Their customer service should be retitled "Too bad for you". I've always liked Aeromexico and travel to Mexico frequently. I will ride a tricycle to Mexico City and back before I'll ever fly with them again.

Horrible customer service and experience. They treat you less than if you don't speak the language and they treat handicap people like shit. They forgot about me twice and then after getting wheelchair and staff assistance to my chair, the flight staff wanted me to somehow get up because I was placed in the wrong seat. The whole scene was humiliating and then I finally had to blurt out, I'm paralyzed from the waist down! And her response to me was how can I move this family away from each other? How can I do that to them?... ummm more like how can you do that to me! I'm not able-bodied they are! You can move them or get the people to move me but to make a scene and pretty much not believe I can't just get up because I'm young was crazy, embarrassing, humiliating and uncalled for. I won't ever book with them again!

ABSOLUTELY HORRIBLE DISGUSTING COMPANY!!! Do not ever fly with your pets with them. They scammed me out of thousands, left my dog in another country, lied about it, lied about getting him on the next flight, no refund, no help, had to pay thousands just to get my dog to me, even though it was their fault. Terrible, terrible customer service, it was so so traumatic. I will never ever ever be flying with them again. No care, no consideration. Told me I will not be getting a refund for their mistakes. Will definitely be taking legal action.

Unbelievable! How this company continues to operate with such a dismal customer service record is beyond me. My experience is terrible but as I have learned it was nothing compared to other horror stories. I was denied access to my flight to Mexico City from YVR for an invented reason. They fabricated a bogus vaccine requirement so as to bump me from my flight. The whole process cost me almost $4,000. And the customer service is anything but. They just hunt for excuses to turn you away. Stay as far away from these people as you can. There should be a zero rating.

If I was able to put 0 stars I would do that. They have Horrible costumer service, they never answer your emails, and the person that answer the phones they only know to let you know that everything is your fault.

Terrible, messy service. I had to call Aeromexico 4 separate times to change my seat. Not resolved. Then I tried through WhatsApp. They told me it was resolved, and I have the record on WhatsApp. I got to the airport, and it was not resolved. Then I talked to about 4 different human Aeromexico people at the airport who told me don’t worry, the system will upgrade in 15 minutes. All to no avail. A terribly frustrating experience. Never again.

Recently I started to use Aeromexico more often and became a premier rewards member, I’ve been flying premiere and the only complaint I have is their website and app, both are horrible and I had to call customer service about 10 times about different glitches in both, website and app, I’m wring this review on 01/17/2025, and I spend a good chunk of my morning dealing with customer service, 3 reps and none clearly understood the problem because their website is a mess along with the app.

I book a trip from Boston to Mexico City using Aeromexico. We boarded the flight on time and the captain gave an announcement that they needed 10 min to clean ice from the plane and that we would be departing shortly. When he repeated the same message in Spanish the time they needed was 20 min. As I am writing this over 75 min have passed since we boarded the plane and we haven’t received any updates in almost an hour, all that while being asked to stay on our seats. I used to think that US airlines were bad, but Aeromexico is even worse!

I booked 4 round trips with Aeromexico from Monterrey to Villahermosa. Not too many other options since the other prices were ridiculous higher. After the purchase of the tickets, I decided to pay suitcases later, 17 days before our trip. 67 dls. per suitcase (just 3) even we are 4 Family members came up to $402 USD. This is a rip-off, an abuse of prices. We travel to see our Family for Christmas, sadly these trips might have to stop. Very disappointing on hiding fees!

$77 to check a bag from Oaxaca to Mexico City. Absolutely ridiculous, most expensive I’ve ever seen and I’ve flown all over the world. The website was down so I could purchase my bag online. Felt scammed into paying more at the airport as my only option.

I’m only writing this review to help the airline help itself. Everything was perfect, the flight was on time, the flight attendants were kind and polite and spoke both Spanish and English clearly so that other Spanish speakers could understand them as well. The only problem was the carry ons, and it was a real problem. I have never waited so long in line to board a plane. And then once I out of the line we had to all wait in the tunnel to get into the plane. I don’t think that’s safe. But the real problem happened inside. All of the passengers threw their backpacks into the overhead bins wherever available and took up all the spaces so that there was nowhere to put the carry ons. The flight attendants acknowledged the problem but shrugged, as if they were powerless to keep order on their plane. My god what a disorganized disaster. It was really a mess. I can’t. I’m not trying that again.

So I purchased a one-way ticket; at the time, I did not notice, but Aeromexico charged me twice. Once I found out, I reached out, and they said they would reimburse me in 15 business days. Ok, you took my money from my account in a matter of minutes, but it will take 15 days to give it back. Ok, well, the 15, more like 20 business days, went by, and there has been no refund yet; I checked my email and another email; "Sorry, there was an error on the transfer. We fixed it, but it will take 15 business days to refund." Wow, 15 more days, and now it's been over a month and no refund. You call them to talk to them, nope, all via email, and even then, you don't get a human response.

AeroMexico cancelled my flight out of Orlando Florida due to Hurricane Milton and now they won’t give me a refund and want to charge a fee for date change. WORSE customer service agent and supervisor refuse to speak with me. I requested to speak to supervisor and agent just kept ignoring my request. DO NOT FLY AEROMEXICO!!! WORSE airline to deal with.

Unfortunately I always have to take Aero Mexico connection flights to where I travel so I can’t avoid passing thru. They always wait last minute to let you know where your gate is. Very unprofessional. Secondly they made me check a bag in when they still had space for my suitcase which is a small one. I went to board the plane and the flight attendant was helpful. He wanted to let me board no issues but the check baggage people didn’t let me (very rude in my opinion) when I had a carry on and the space available.

Rude flight attendant I ever met. AM969 from Mexico City to Vancouver Sept 5/2024. I asked water for my kids 2 times Fransico just walk away, he also skipped our line not giving water until my dad and I called him back for complaining. Seats were too small, my kids were sleeping so my dad seated a little further to the walkway, he kick my dad's back 3 times in purpose, not even say sorry. I asked his name to complain he was saying different name until I ask manager, such a big lier. Never go back with AM airlines, not recommending to any friends. Should train your employees again!

Cabo San Lucas Airport Terminal 1. We showed up to airport 4 hours early, we checked in night before. Let’s remember you need a boarding pass to enter & pass through security. Let’s remember this detail the Admin of AeroMexico has no clue of. When our plane was boarding and our zone was called we walked up to scan our boarding pass and was told we don’t have seats. Karrell ** was so rude! After being told by her we don’t have seats, we were very upset and confused. She kept saying don’t show up 10 mins before your flight. We walk to the gate when our zone is called. Boarding passes on hand and in our Apple wallets. This women then put me on a no fly list on all Aero Mexico flights which cost me $1800.00 in booking a new flight. I watched her give out seats to people she was very friendly with. We will keep fighting the good fight here, this women was an amateur.

I called to cancel my refund due to fixing the issues on the application. Customer service agent said she was able to process the cancellation of the refund. Two weeks later I received an email stating my flight was cancelled and my refund was in progress. My trip is in 18 days, I've called customer service 50x and they can't do anything about it. Mind you, they didn't even give me a full refund. This is my first and last time flying with this airline. The customer service and supervisors are impossible to do anything correctly. Don't waste you time calling customer service, they don't service the customer. They service only AEROMEXICO.

The staff at Aeromexico were rude and not helpful. My son ended up missing his plane even though he checked in an hour before. The worst airline ever!!! Will never use this airline again. Now we are out a ticket and no refund. Never use this airline ever!!