Aeromexico Reviews

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.

Worst airline ever. Was trying to change my ticket and every time it says it does not travel to anywhere of the destination it says it does. What a waste of money. Lost my 3 tickets. Biggest waste of money ever.

Extremely bad customer service and communication. My flight was scheduled to take off at 8:55pm and at 9:10pm they announced that the flight was delayed for an hour because they were waiting for the flight crew. An hour later they said that they were still waiting for 2 crew members, they boarded another flight before our flight and no information about our flight, going on 2 hours' delay waiting for the other flight to board and not even the decency to informed us or give us an update. If any passenger is not at the airport at least 2 hours before the flight they will lose their flight and have to purchase a whole new ticket so I think that is only fair that the airline should have to reimburse all the passengers for the flight. I will be posting this on all platforms to make sure it’s heard and hope Aeromexico does something about it.

I was coming back from Ecuador, and arrived in Mexico City for a connection back to SFO. First of all, a 1 hour 15 minute wait to get through customs is way too long. For my connection back to the U.S., we were told that they were missing a flight attendant, and they would arrive within 1.5 hours. Another agent mentioned that there was a mechanical issue with the plane, and yet another agent mentioned the pilot did not like the flight attendant and they had to find another one...3 different stories.

I only had an hour between flights on my way from PDX to Mazatlan with stops in LA and Mexico City. Not only did the wheelchair attendant bring me to the wrong gate but both the person taking the tickets, and the flight attendant neglected to look at the tickets and I was put on the wrong plane! By the time they figured it out the doors were closed at the gate next to it and they wouldn't let me on! I was crying and they were not the least bit empathetic. Because I missed the connection I had to spend the night in Mexico City in a crappy hotel they did put me up in, but missed the night in a lovely place I had booked and didn't arrive til late the next day.

So disappointed for the rude way they treat their clients and their pet with their “new” regulations for pets and trying to put a plastic belt during the whole flight with is totally anti pet friendly. Staff in ground is not even qualified to address polite and show the new regulation to their clients and threat to call the cops and don’t let you get in board. Emotional support animals are not longer accepted with the regular mental health specialist with their government regulations letters and ask for a psychiatrist letter which is so irrelevant as the other way if get antidepressants I’ll not need my dog to support me emotionally. I thanks flight attendants to be more respectful and be more human. Never going to use the is airline again and advise ALL my contacts to do not do it

Never before have I experienced a more disorganized, disrespectful, zero-accountability airline. They turned a direct flight we purchased into a flight with a layover with no compensation for the downgrade and then had no record of our new flight they forced on us (the system couldn’t find it). No repairs, credits or refunds given. Despite our records of the flight confirmation, ticket number, credit card charge. They did NOTHING to fix their mistakes. Fraud for sure and there’s nothing we can do about it.

Would rate this with zero stars if I could. We scheduled and purchased a flight for my mother-in-law to vacation with the family before having a major surgery, the Surgery was bumped up and the family vacation could no longer be done. We called the customer service line and was told we needed to email and provide the hospital notice and any documents to support our claims that she would not be able to fly (heart surgery can put a damper on flights).

Let's be straight up - some businesses shouldn't exist. It's usually the ones that have a high demand and there's just no one to replace them. Airlines are a perfect breeding ground. Some airlines are great and care. Others, not so much. Aeromexico is the latter. They understaff, underperform, and undercare. Well, they just don't care. I don't know who in the chain of command or what stupid policy they have that sets up a catastrophe like that of Aeromexico customer service and feedback in general. It's a very toxic system.

Beginning in April 2022, I began calling your airline for support on getting a full refund issued on two one way tickets from SFO to CDMX, which I was entitled to a full refund for those two tickets. The credit card I purchased the tickets on had expired, as credit cards do, and I was instructed to open a case, in April, to request a refund on the new card.

On May 16, 2022, I purchased 4 airline tickets from Aero Mexico for myself and my family. In less than 24 hours, we had to cancel those flights. When we called to cancel, we were assured that a full refund would be issued in 7-10 business days. After that time frame, we called again. We were given confirmation numbers of the cancellation, the refund amount and again assured that a refund would be issued within 2 weeks. We called again after the two weeks and were told that the refund was already issued and my bank must be holding it. I work at the bank and knew this to be false information but I called the bank anyway for due diligence. The bank assured me that no refund was being held and there were no pending deposits. So, I called again! This time we were told that the refund was issued and would hit our bank within 3-4 weeks.

My 82 yo mother bought a ticket from Aeromexico Airlines, they cancelled the flight due to Covid 19 but would not allow Mom to travel at a later date or refunded the money. They just stole her $458.45. I tried to get them to have my mom schedule a flight after Covid subsided and they would not respond. They do not respond to emails or the requests I made on their websites.

I wished I had read these reviews before getting my tickets with Aeromexico. They changed my flight without any notice. I was supposed to be in Mexico City only for a couple of hours before taking my final flight to my destination. Aeromexico changed my flight for the next day, will have to stay in an unknown city overnight. Their options did not help. They will not give me accommodations for me and my family of 4 to stay in Mexico city overnight. Will have to sleep seated in the chairs. If I wanted a refund, they would keep $120.00 because they won't refund what we paid for our bags.... as customers, we don't win. Never flight with aeromexico again.

Website: they want to sell you as much as they can; they email me every day asking to pay for an upgrade. I get errors at online check-in. Unfriendly staff, technical issues. Annoying on-board entertainment.

We purchased tickets and were not allowed to board at the gate with my boarding pass in hand due to their internal system error that shows I am not actually on this flight. They forced us to miss the flight. I had to purchase another set of tickets and stay overnight in order to board the flight the next day. I have not received a refund. I also paid extra for assigned seats but as I needed to purchase new tickets they would not let that transfer and did not refund me for the extra cost. This is called FRAUD.

I purchased a business class ticket for Sunday with a return on Friday from Medellin Colombia to San Antonio, Texas, USA. I had the times confused with 12:30 am being at night and I figured out my mistake, luckily it was the afternoon and the flight was delayed but while I was at the airport I was held up and was late for the first flight. Not only was my first flight missed, but Aeromexico also canceled my second flight for no show.

Terrible airline. Their flight schedules are terrible and they never refund your money even when they are the ones that cancel your flight. Never fly with this company. They have no scrupulous and do not care about anything, their customer service is abysmal.

I wish had checked here before purchasing but they seemed like a big enough name... paid extra for what should have been a changeable ticket. Fare specifically stated destination was one of the items that could be changed. Was NEVER able to accomplish this online. called one day to do this over the phone. The fare quoted was outrageous compared to what I saw to purchase new. Tried finding new dates/times again the next day (Same dates and time found for even less - I know this is just the algorithm) Called again to try to change since I still could not do it online and was told that "destination" was not one of the things i could change about my ticket. Seems the fare rules are adjusted on the fly as well... I do not trust this business and after reading other reviews would not trust them with my time either.

On Friday May 6th, 2022, I had the worst experience ever with Aeroxmexico Airlines in Cancun (B737-800). My friend and I “missed” our flight that was scheduled to leave at 2:17pm to go to Mexico City. We arrived at the gate prior to our departure time by 2:00pm. Being two ladies in a country where we don’t know the language, we both felt scared and hopeless that we were going to be trapped there.

It's amazing in this day and age that communication and justice is at its worst. Aeromexico no matter if you email them or call them they do not accommodate, answer or communicate. My flight was cancelled to 6 hours earlier and tried to get a refund. I wrote a letter to the Dept of Aviation Consumer Protection and never heard a word back.

My mother and brother from Ukraine were supposed to travel to Mexico through Poland. In this not easy times I got them expensive tickets for vacation with Booking.com. My mom owns a little 4 kilos chihuahua dog that she was supposed to travel with. Aeromexico the worst company you can ever travel with. The ticket was connected with Air France And I booked dog ticket with Air France from Warsaw to Paris no problem. Meanwhile Mexican Avía company thinks it’s okay to lie to people. I spoke to at least 20 people on a phone before the flight to make sure they send me a ticket for the dog. The day before the flight a guy took information about dog and told me, "I’ve send you confirmation email “FOR THE DOG” and quoting: “when you get to the airport miss, you can pay and get on a plane no problem!”"

Plain theft from the airline. They kept the money from a canceled flight and said they won't refund it nor issue a voucher or anything. No matter how many times I contacted them, also it's very very hard to get a hold of someone and they never reply the email requests.

In my entire 40 years living in this planet. I have never experienced anything like what AeroMexico put me through in terms of customer service (or lack thereof). As a traveler, I’ve heard so many rumors about how terrible AeroMexico was but we bought our tickets from them anyway being misled that they were a legit company and it was so easy to change a flight. Their website makes it look so easy but when the time came to change a return flight, it wouldn’t work at all to the point that it even locked us out completely from accessing our own flight on the website so that we were forced to deal with customer service. I spent eight hours yesterday on the phone with them. No, this is not something a normal person would ever do but I was testing to see if I was actually going to get any results and I’m really stubborn.

After having traveled throughout the world on several airlines. I can honestly say that this is one the worst customer services airlines in the world. They intentionally hang up on you and do not call you back even when you ask. I asked them to call me back since I had tried 4 different times to rebook and they put me on hold and after 15 minutes hung up on me. I would go directly to your bank to refund you and not rebook with this airline if possible. The worst part is that the airline service in person isn't bad at all but when you need customer service it is terrible.

My husband surprised me with tickets to Mexico City as a gift, we were both very excited. I’m enrolled in school but due to a recent Covid outbreak all of my curriculum for the entire year has changed. Because of this change I had no choice but to try to change the flight to a different day so it wouldn’t interfere with my education. We called, only to find out that there is no way to change the dates or to cancel the flight. NO Matter what happens in your life. Customer service gave us an e-mail so we could plea our case. Haven’t heard back from them. Mind you, this is 2 months in advance. Even with a major pandemic this fraudulent airline refuses to help a customer. This should be illegal, I never had such terrible experience with any airline. I will continue to voice this disgrace. PURE FRAUD!

I wanted to make a change one of my flights back from a holiday in Costa Rica and contacted the call centre. It took me 1 full day of calling to finally make it, in between countless waiting time, people hanging up the phone, transferring me to other departments that could not make the change. Finally made the date change and pay the fare difference plus a penalty. Once I arrive to the airport, the person at the counter tells me I have to pay for my check in luggage as it was not included in my ticket. This was not mentioned to me by the call center, and since my original flight included it I complained that it wasn't communicated to me. Had no choice but to pay...

I booked a trip to go home to Brazil for Christmas on December 20th, however I was diagnosed with COVID the following day and had to cancel my flight. When I called to try to cancel my flight within 24 hours of booking, they told me I had to email customer support, customer support didn't get back to me within a week. I called the phone line twice and again they were unable to help me. The email customer service replied then with an automated email. I called again, explained the situation, they again told me to contact the email, this time with proof of my positive COVID test. I did as they instructed, again, got an automated response. I called back again, they told me they would have the email staff respond to me and if they didn't to call back and ask to speak to the supervisor.

Orlando to Mexico terrible business class can even give me sugar for my coffee. Mexico Puerto Vallarta terrible late again. Puerto Vallarta Mexico was late late. Loses my connection to Delta to go back to the state. You can find somebody that be nice to you here. The only thing that cares about money. And if you don't do the right thing that threat you and say they're gonna do something to you. What a shame. Bad company our AeroMexico. Should be flying in the United States And today I'm not the only one. At least 2 more. So be aware. Don't use AeroMexico in the United States. Really bad company.