Aeromexico Reviews

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!!

They should send email to notify whenever there is a hurricane or some natural disaster going to whatever city you are traveling. They only post it on their page and never sent an email to notify us. This airline is trash!

Booked return flight Toronto to Managua with 2.5 hour layover. Flight got modified about 6 months before our flight out, turning out layovers in Mexico to 16 hours and 8 hours back. Customer service language options are only available in Spanish and French. Had to put in an online claim to request refund and the service provided was mediocre. Claim was denied and we had to request a refund via our Cc company. Buyer be aware.

Last time I booked a flight with Aeromexico, the website told me that my payment hadn't worked. I tried it 4 times and aeromexico charged me 4 times for the same flight! After weeks of phone calls and emails I got the flights reimbursed but not the luggage - aeromexico still (since beginning of March) owes me 200$ and they don't respond to my messages anymore.

Avoid this company at all costs. I had a flight book from Tijuana to Vancouver. I had an auction upgrade for my flight from Mexico City to Vancouver I paid for I was happy with. I was also charged $80 for an exit row seat that I have been trying since March to get A. Refund for seeing as I did not sit in both seats. After weeks of phone calls and emails. I get an email on April 11th. That says my refined will take 10 to 15 business days to show up. It has now been over 15 business days. I call again first. They tell me it's 6 to 8 weeks. Then they email me and tell me I'm not getting A. Refund. This company's customer service is absolutely horrible and not worth the money. Avoid it all costs.

First off the ticket were very cheap to Mexico City from Juarez Mexico. The problem comes with the bags and carry on and medicine (insulin and thermos) to keep it cool. The airlines charges us $100.00 US dollars because the medicine cooler(thermos) made us exceed the k10kg limit. The would not allow us to move stuff around to get under the limit. They stated at the counter that everything is weighted including medicine. Our return flight was cancel 3 times because of maintenance issues delaying our stay by 1 day, our tourist permit being only for 7 days not 8. I was fined for extending my permit even though it was delayed by airlines. Airlines lost our bag and told us initially to wait 7 days to make a report then we find they don’t take report after 7 days!!! How convenient. Worst airlines. Save yourself the heart ache. Pick another airlines. Cost more but get more.

I've traveled throughout Latin America since the 1990s, am fluent in Spanish, lived in Mexico. I also travel a fair amount domestically in USA for work. Let me save you time & headache. Believe all the negative reviews here. Never ever ever ever fly Aeromexico. It's not worth the potential $ savings because your flight will almost always be very late or cancelled. And they charge a lot of fees on top of the airfare but not included in the quote. Most the pilots and airline attendants are ok, but nearly all their service/sales/operations are atrocious, rude and quite ignorant. I understand delays happen but it's almost guaranteed with this airline and then you're hosed.

I booked 3 flights from Denver to San Jose, CR in October of 2023. I upgraded all three seats to business, and was charged for them. When we got to the airport in San Jose, CR, we were told that we didn't have reservations. After an hour of trying to figure out what was happening, they finally found that we DID have reservations. Of the three upgrades paid for, we got one. We were traveling with a one-year old child and I explained to the flight attendants that I would need to go between business and regular seating to assist with the baby. That caused nasty looks from the flight attendants. Now Aeromexico can't seem to figure out how to refund the charges for the two upgrades that we didn't get. Won't be flying Aeromexico again.

The flight to CDMX was good, quite wondered why this airline has such bad reviews. However, our return was an extremely stressful situation. We performed our check in 23 hours prior to our flight. We printed our boarding passes (seats also assigned!) just to show up at the gate and to be told that "our boarding passes are not valid and we are not in this flight". Don't fly "Aero Del Muerto" unless you can take "surprises" of overselling and to be lied. $$$ is more important than customer satisfaction.

Ticket was booked Quito-Mexico City - Cancun. February 03 2024. Charge came out of the bank. Yet I have no confirmation. No way to get a hold of AeroMexico. This numbers they give will not work from Peru. Is under the name of Ashford. I’d like a refund. As I’m not going back into Ecuador with the issues going on. An e mail from e Aeromexico would be real nice. I have tried so many ways to get your attention on the frustrating matter. It’s not in my junk mail!

As the title mentions, flying Aeromexico has been a nightmare from the start. Booked through Delta, who conveniently omits the flights being through AeroMexico. They didn’t provide a confirmation code for their airline, so I had to call their customer support line to get one, since Delta makes you check in via AM (AeroMexico). AM said this was unusual but offered no further help. While flying from SFO to MEX for a connection, they cancelled my flight. The only update I got was from Delta saying I had a flight at 10 pm (original flight was 4 pm). No gate, no ticket number, nothing. AM just said the flight was cancelled and provided a defunct number to call.

Shame on Aeroméxico for not giving people travelling to a parent's funeral a discount. My Dad's death was unexpected. AirCanada gives 70% off. Aeroméxico gives nothing at all, in fact, more expensive because of last minute flight.

Our flight on 12/8/23 (AM381) was delayed 3 hours, which meant we would miss our connection. The email showed that we would have our original second flight from CDMX to Cancun, which would be impossible as our new flight would arrive to CDMX after it departed. I called customer service while we waited in line at the airport to speak to someone. Customer service had no idea why they hadn’t adjusted the secondary flight. While on the phone, the flight was canceled due to an operational issue. It took 2 hours to get through the customer service line at the airport while I simultaneously was passed between Delta (booking website) and Aeromexico phone reps. It also took 2 hours to speak to someone that could rebook our canceled flight. Our 8:20a flight was moved to a 4:30p flight (AM385). Our 4:30p flight was ALSO delayed, until 5:15p. Then we arrived in CDMX and our flight (AM558) was delayed multiple hours.

I purchased a 1st class upgrade but later had to postpone the flight. Bear in mind:

DO NOT FLY AEROMEXICO! Both our flights were delayed. The outgoing flight to CDMX made us sitting on a hot runway for more than two hours. The delay on the way back to the US made us miss our connecting flight to our home destination. We needed to cover a hotel room on our own. When asked for a clarification and compensation, the company flat out denies any responsibility. Don't book with Aeromexico if you can avoid it... They can't get you there on time and have awful customer service.

I bought a trip GDL - Mexico City flight 494 - SEA with a connection to Mexico City. And when we got to the connecting airport the plane was already gone 30 minutes before the time it was supposed to depart (we only knew this three minutes after the supposed time the plane will take off when we check it on the internet). And even though they were the ones who made the flight connection changes without notify us they did not want to give us the tickets, hotel, transportation and meals that are supposed to be cover by airlines when they make this kind of changes. After 3 hours we finally got the hotel and meals but only because we insisted during the 3 hours following through the different desks they went.

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.

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.