Aeromexico Reviews

We had a multi city booking through Expedia to travel in Aeromexico. We had to change one of our travelers tickets, when we called them they didn't offer a penalty fee, didn't say because we booked through Expedia we need to call them, they sold us a whole other ticket for $700. We've now been back and forth with their customer service, Expedia and the insurance we purchased and no one can help us? Everyone keeps passing the blame around and no accountability. Not to mention their customer service in general on the phone or at the airport is garbage. Not only have they haven't given us any type of partial refund, but they did sell the seat to someone else which they have denied. Yet, the seat was taken on our flight back. So no refund, they charged my mother a full ticket and sold her seats.

I booked this airline to fly to MEX from LAX airport. I arrived at the airport over 2 hours before my scheduled international flight. However the flight was listed as departing from Tom Brady International Terminal. When I got to the international terminal, I was then informed that the check-in terminal was changed to terminal 3, and the check in would be through Delta Airlines. I then had to travel to this different terminal. I attempted to verify my passport using 3 different machines, but it could not verify and asked me to see an agent. I then got in line to speak with an agent, however because of staff shortages there was only 1 agent working and I was in line an hour and a half attempting to get my passport verified. I missed my flight because of these issues.

I paid for an upgrade to business class seats for myself and my wife, for flight AM 0664 Mexico City to San Francisco 2/23/23; my credit card was charged for the upgrade ($463.80); emails confirmed the upgrade, but upon presentation at the gate 35 minutes before the flight was scheduled to depart, we were informed that our seats were not available and we flew economy class home. I requested verbally an immediate refund and was promised one by AM. I followed that up with a written claim for a refund dated 2/27/23 which provided all documentation of the payments and failure to provide upgraded seats.

1. A week before I left on my trip, AeroMexico cancelled the return flight. I was booked for a 6:31 am departure flight instead of 1pm flight which would have allowed to leave that morning instead of two days earlier, thus making me miss a day and a half of my visit with my daughter. 2. On the day of departure, my flight was delayed an hour and a half, causing me to miss my connecting flight in Mexico City. 3. The hot 'meal' announced was served in the middle of the night, a long time after our departure.

In December of 2022 my partner and I were offered an upgrade to Business class from Aeromexico on a return flight from Mexico City to Puerto Vallarta. The email sent by Aeromexico showed to wide Business Class seats and explained other benefits. Since we were on Christmas holiday I thought it would be great to end our holiday by flying Business Class back to Puerto Vallarta. So I paid $200 to be upgraded to Business.

After a more than 6 hours of delaying and not clearly communicating, they cancelled our flight to Miami close to midnight. If they knew the crew was never going to show up, why making us waste so much time? Service Recovery was a joke. They gave us vouchers and phone numbers no one was willing to accept (like giving us Monopoly money). In other airlines they solve the problem by giving you an actual key to a hotel room. Additionally, if you try their call center or chat is just a loss of time. The Chat had 25 customers on line and after 10 minutes the queue was down to 22 people. Obviously I decided to hang up. Customer loyalty doesn't last forever. We have options and I have chosen to never fly with AMX. What a shame!

I’ve had two flights with Aeromexico and both times: Despite being told I would receive wheelchair assistance: none was provided. Nor was any accessibility assistance provided unless I went over their head and contacted the airport or the other airline I was flying with. On this last flight, my hip partially dislocated due to all the strain of managing things myself — something that I was trying to avoid. I’ve encountered issues before as someone who only needs mobility assistance in certain circumstances, but I have never encountered this level of ableism or neglect while flying.

My flight was from Cancun to Mexico city on Feb 12 at 2:30pm local time. Flight number 529. Agent refuses to let me in claiming boarding is over, I see people standing behind him waiting in line on the bridge to the airplane. What an absolute piece of shit Mexican, he went over to joke about it with his coworkers too. I booked the United airlines flight and flew while being treated as human. He cost me money and time, I'm never traveling Mexican airlines in general again.

My family planned a trip to Oaxaca end of October, flight was delayed 4 hours caused by the mechanics of the plane. The delay caused us to miss our connecting flight in Mexico City. They then had no flights for more than a week that they could get us on. They'd take us to Mexico City and no guarantee they'd be able to get us to our destination! They wouldn't give us a refund at the airport, told us we needed to call the customer service! So I have... 3 times! Each time they tell me they can't help and for me to email. That I can only get a refund if I email. I've emailed 3 times since October and NEVER get a return email! Don't fly Aeromexico! They don't value customer service or their commitment to get you where you paid them to take you! Just disgusting service!

Changed my RETURN FLIGHT weeks after booking, and the only option was to cancel the whole itinerary. Offered a full refund, but could have done better to help me out. Re booked through a different airline, and feel better already. Next time I know not to trust AeroMexico when booking.