Aeromexico Reviews

We were told that even though the ticket was just over $1,000 that we could not get a refund, we could only do a 1 time flight change, and then even though we have emailed multiple times, wouldn't provide information on how to change the flight or what happens if the flight is less expensive. We all feel as if this company is stealing, and from all the bad reviews I feel like this is an ongoing occurrence. I believe if this was an US airlines that there would be more we could do about it, but this company just doesn't care about anyone or anything that isn't money.

My case in particular is not so important, but I was given no information or communication regarding the necessary documents to enter Nicaragua post-pandemic. There were a unique series of steps to take that weren't listed anywhere. The only thing that came up in search results were a negative PCR test. Anyways, the information is on Aeromexico website, but you need a link to visit the page. Also, the link was sent to me 2 hour before my flight and I needed everything done 36 hours prior to take off. So whatever, it's inconvenient for me and I have to pay for extra taxis, hotel, etc, and I lose a working day. It's frustrating, but it happens, especially when there are new and disturbing things happening in air travel.

I did report this, and it was terribly hard to. The customer service doesn't actually exist at the airports - only lost baggage. But the agents told me to wait at the office doors anyways for an hour. Then I find out that I can only call their office. So I call, and get transferred around several times and eventually am told that I need to send an email with the flight information. So I do that, and no response. I send a reminder 3 weeks later. Nothing. So. I assume they know most people just give up, because what can you do? They really don't care if some people don't choose to fly with them anymore, because there's plenty of other people. Which is true. But it's not right. A company as ignorant as this should be burned.

Due to Aero Mexico's delay in customer service, I received a reply in July, and because it was July, they said my time had expired, as I had purchased the ticket in July 2021. However, I had inquired in April, and the delay was on YOUR end, not mine. The agent I spoke to, Omar, and several other people, assured me that the date of inquiry on my end would be considered. This was not the case. For my return flights, my flights were changed, therefore I was entitled to receive full vouchers for the flights. Similarly for this situation which I included in the above inquiry, because of Aero Mexico's delay, my case was closed.

Now, we are at 36 days and counting. This is incredibly unprofessional and frustrating. We receive a different response every time we call. The only consistency is that we are told the refund is issued. The total amount is $1458.07. They've given us this number several times. That is a lot of money to be held interest-free for over a month. The reservation confirmation was **. The confirmation numbers for the cancellation and refund were given to us but apparently mean nothing.

I had to rebook my flight for Personal instead of Business (it was a full flight) and that flight on Friday was over 3 hours late. We were supposed to leave at 6:15 pm but ended up leaving at 9:30 pm. I can understand missing my first flight, I got confused between 12:30 am and 12:30 pm and when I realized my mistake I arrived a little too late. I understand this, but then my second flight was canceled and Aeromexico was 3+ hours late on their flight return flight and also very late on their flight out that I missed and thought was Sunday night, not Saturday afternoon.

I accept missing the first flight but I would have liked my 2nd flight to be refunded. It was a full flight so there was no money lost on Aeromexico's end and in fact, I paid more for the second flight. I don't feel it's fair that the airline canceled my second flight even though I flew out of Medellin a few hours later and rebooked the same ticket through you the same day. It feels very unfair I get punished so heavily for being late but when Aeromexico is late on both flights there is no issue on their end.

I've been a very good customer, I have only been late to a flight one other time in my life. I am totally okay with losing the first flight but feel it is very unfair to lose my 2nd flight, especially since 1) the return flight was full, 2) BOTH the outgoing and return flight was very late (3+ hours), 3) I booked the same flight twice, 4) the second booking was more expensive than the first, and 5) the second ticket wasn't business class. 6) Their communication is the absolute worst! I have called numerous times, the chat on their website doesn't work, and I have emailed them 3 times in the past month with zero response. I would really appreciate a refund on my second flight or at least airline credit because again Aeromexico didn't lose any money (in fact it made more since I booked the same flight twice for more expensive) and I arrived home very late last night.

Prior to checking-in and getting our tickets at 12:40pm at the check-in counter of Aeromexico in Cancun Airport, the Aeromexico representative lady wrote on our ticket, 1:25pm. She didn’t specify anything what this time means nor mentioned anything that the flight is leaving early at 1:25pm. Also, the lady mentioned the flight was full, so our luggages needed to be checked in with no fee and our luggages will be sent directly to Toronto Pearson International Airport (YYZ), not having to worry about the transfer from Mexico City to Toronto, ON.

Our flight is scheduled to leave at 2:17pm, so we had enough time to explore the airport before departing. Arriving at the gate at 1:08pm, asking the Aeromexico representatives to confirm if this was the right gate to depart to Mexico City and they did confirm as seen in the photo below. As seen on the photo below, the flight is scheduled to leave at 2:20pm to Mexico. When we arrived at Gate 56 to depart for Mexico City by 2:00pm, the lady said we missed our flights, we need to get new tickets.

My friend and I left the Gate to go back to the Main Entrance for departure to get a new flight ticket. We spoke to the Aeromexico customer representatives to replace our ticket. Unfortunately, the two men who work for Aeromexico were not helpful, professional or friendly in our situation. All they said is you need to purchase a new ticket and there’s nothing they can do to help us. The fact that my friend and I were on time to depart to Mexico City in Gate 56 doesn’t justify this ridiculous inhumane treatment that we were going through by these Aeromexico workers. From this moment and even from the beginning of missing our flight, my friend and I were “traumatized” from this experience overall!

Out of all my travel experiences, AEROMEXICO is THE WORST AIRLINES to travel with. I felt like we were being bullied and not being heard nor getting any help from these workers. These workers were so unprofessional and showed no empathy or compassion. It’s unfortunate to go through this horrible experience with AEROMEXICO and the WORKERS! I will never travel with this airline again!

My friend and I had to purchase a new ticket, which cost $1437.63 each just to go back home to Toronto. I didn’t feel safe being in Cancun Airport nor did I feel safe being around with the workers. I felt like these workers were taking advantage of us. Being a foreigner in this country and treating us as if we weren’t humans. There was no compassion or empathy towards us, as I was crying and my hands were shaking.

It seems like all the Aeromexico workers in Cancun planned for this experience to happen, from checking-in to getting our boarding tickets to checking in our carry-on luggage to arriving at the Gates for departure and advising my friend and I, we missed our flights and telling us to purchase a new ticket. This is beyond the most heart-breaking and worst experience I have gone through. It seems so NORMAL FOR A FOREIGN PASSENGER TO GO THROUGH THIS EXPERIENCE WITH AEROMEXICO WHAT MY FRIEND AND I WENT THROUGH.

We did encounter a similar situation when we arrived at our new Gate with our new tickets, expressing how their family member missed their flight and there’s no available tickets to leave from Cancun to Toronto. It’s important for all travelers to be aware of how Aeromexico staff members in Cancun airport are treating their passengers unprofessionally and rude. My friend and I shouldn't even purchase a new ticket! We should be getting a replacement ticket with no fee. This was not our fault! No flights leave early in general. Usually flights leave 10-20 minutes after the scheduled time. Thus, I would recommend never to travel with Aeromexico airlines, as they are known to oversell their flight tickets, as shown below. The Aeromexico workers are unprofessional and rude!

I got email that consisted of 4 sheets of paper all in SPANISH that was supposed to let dog on a flight. When they arrived to the airport in Warsaw representative of Air France didn’t let them on a plane “Warsaw to Paris” because dog didn’t have a ticket “Paris to Mexico City”. (I called before I purchased this ticket and after” to make sure everything will be okay.) Hundred times… We were devastated… I spent 2,500$ for those tickets and no one offered any credit or even half refund.

The nice lady from Air France offered me change the tickets to April 22 instead of April 16 for additional cost. Remind you that all hotels were booked and all the vacation was booked as well. I didn’t want to change tickets I just wanted to cancel everything. And get at least something back of any of those people on booking.com or Aeromexico to feel a little bad for those poor Ukrainians, like seriously. No one gives a **. Cause change of tickets means change of plans and my mother went through enough already leaving a war. To take another train to Warsaw and be stuck in the airport for 8hours. Anyway people, just warning before you ever think with getting on a plain with AeroMexico … Think twice! They lied and misinformed me ten times. As a result I lost 2500 dollars and so much nerves that no money can buy.

I waited for two supervisors on two separate occasions only to be put on hold for two hours each time. This was after spending a whole four hours on the phone with them already trying to get a single return flight changed. You wouldn’t believe the amount of lies the customer service representatives told us to cover up the fact that they were never going to change our flight. We even called them out on multiple occasions about their contradicting information. One guy said it was impossible to change the flight on the website while multiple reps said to do it on the website.

And get this, it gets even worse. Each time we called and we were ready to pay for the price difference to change our flight, the price went up from $50 USD to $600 USD per ticket in a span of five hours. And the reason why we couldn’t lock in the $50 USD ticket is because we tried doing it multiple times with them on the phone and they kept giving us excuses why the card wouldn’t go through even when we tried different cards. I even had my bank on the other line at one point to confirm with them that it was a merchant problem because AeroMexico tried to blame my bank.

Their company practices literally operate like a scam. After eight hours of waiting on the phone a representative finally told us to send an email to get a refund. We called again the next morning and asked them when this email would be answered and they said 20 to 30 days. Isn’t that hilarious? I am never ever ever going to use this company ever again. They have caused a lot of emotional stress for us and when I did some reading online about other people's experiences ours isn’t even that bad compared to theirs. There is even a thread on Reddit talking about a class action lawsuit. DO NOT FLY AEROMEXICO!!!

Since then I have called five times today and every single employee refuses to transfer me to the supervisors, each time with a new excuse ("the supervisor is out today", "I do not have a supervisor", "the wait time will be an hour to speak to him", etc.). Aeromexico customer service is an absolute disgrace and I will never do business with this airline again. For making this the most painful experience I have EVER had in trying to get a $600 refund over an already miserable holiday spent alone and with COVID, I will make it a personal life goal of mine that no one I know ever does business with them either.

-My luggage was broken into and my jewellery stolen during my 5 hour layover in Mexico City on my way to Los Cabos. I reached out to the complaints department but not surprisingly no one has responded (3 weeks later).

-Upon my return to Toronto, I once again had a short layover for 2 hours in Mexico City. While lining up at the gate to get on the aircraft, the staff closed the door while 15 passengers remained behind standing, me and my family included. it was stressful, messy and confusing and the staff said nothing to us about what was happening. They just pointed a finger for us to go to customer service. That's when we discovered we had been bumped off our flight for the next 24 hours and they couldn't even guarantee us that we wouldn't be bumped again the next day. The customer service rep. explained that we couldn't go on the flight because of weight/balance issues, and that's when my husband and I came to the conclusion that passengers are being kicked off the flight in order to make room for more lucrative cargo.

-We collected our luggage for the 24 hour delay because after my initial experience, we did not trust our luggage sitting in the Airport without them being rummaged through and items stolen. When we received our luggage, my suitcase was heavily damaged and a wheel completed ripped off so I could barely manage rolling it around the airport and to our hotel.

-The next day we checked in 3 hours before our flight because we wanted to avoid any issues. The lineup at the gate was a crowded mess. It felt like I was going to get trampled on. Once seated and on the plane the crew made an announcement that a few passengers would not be coming on the plane again and that their luggage needed to be removed from the plane. So the airline was again doing to others what I experience the day before. At that point, the passenger sitting behind me yelled to the flight attendant that she just saw the ground crew taking her bag off the plane even though she was still on it, at which point the flight attendant left for a couple minutes and when he came back the plane just started to pull out and he said there was nothing he could do about it at this point.

-Once we arrived in Toronto Pearson Airport, and made it through customs, my husband and I discovered that our luggage was also taken off the plane in Mexico City. After filling out the necessary paperwork, the Aeromexico luggage attendant informed us that we should have our luggage delivered to us no later than Tuesday September 7th. It has been 4 days now since we landed, with multiple phone calls and emails made on my part, no one from Aeromexico has contacted us about its whereabouts. And after having my personal items stolen out of my luggage on my 5 hour layover in Mexico City, I can only imagine what I will or will not have left in my luggage if Aeromexico ever returns our luggage to us.

-However, my daughter's luggage WAS on the plane, and upon returning home she discovered she still had all her items in her suitcase but she also had extra items. Shirts and skirts that did not belong to her, which means the baggage staff at Aeromexico is opening people's luggage to look for valuables and is just stuffing personal items back haphazardly in random suitcases. That tells me that many people are missing items from their luggage.

Please, please, please if you can avoid it, never book with this Airline. Customers truly mean absolutely nothing them.

After talking to the person that was handling the process of dispatching the blue stickers for our passport they told us that we had to leave the airport to get the test done but they did not tell us that it was directly outside door #5 and it would take about 30 mins to get it processed, after completing the covid test ($260) we went the the ticketing agent to see if we could get on a later flight. But she said I would have rebook the premier/business class reservation all the way back to Amsterdam and pay the difference. That was a ridiculous amount of money so we decided to book another flight with United for 6 people ($2600) to get back home. I speak Spanish also and the lack guidance that we received is unacceptable and I would be fearful if I was a English speaking passenger because if they treat a business class customer like this imagine economy.