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Reviewed Feb. 13, 2023
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.
Reviewed Jan. 9, 2023
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!
Reviewed Dec. 27, 2022
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.
Reviewed Dec. 4, 2022
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.
Reviewed Dec. 3, 2022
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.
Reviewed Nov. 29, 2022
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.
The missing flight attendant arrived, we boarded the plane, waited for 30 minutes on the plane, then were told that the Pilots were timed out, and could not fly. You would think they would have anticipated all of this before we boarded the plane and while they were waiting for the flight attendant. We had to wait 3 hours for another flight crew.
Everyone was given $15 of credit at a restaurant outside of security. I was flying first class, and had access to the Premier Lounge with free food (Very little selection of food) and alcohol. It was possible to order from a menu and pay for the meal. I mentioned to a Manager in the lounge all the delays and inconvenience, and that I had paid $1,500 for my first class ticket, and could they give me a complimentary meal ($10 hamburger). They said they could not...to me this seems ridiculous and poor customer service.
All the activity during boarding was completely disorganised. Then entire plane was very upset. Do yourself a favour and choose a different airline...when I mentioned all of this to a local taxi driver upon arriving back in the U.S., he just laughed and said he hears the same thing from everyone else who flies AeroMexico.
Reviewed Oct. 24, 2022
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.
They refused to compensate me as they said it is their job to get me to the destination and they did! What??? They call this customer service? I am moving to Mexico and will never fly with them again. I was not surprised to see that they have more complaints than anyone in 2021. They stink and I will spread the word to everyone I know and beyond.
Reviewed Oct. 23, 2022
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
Reviewed Oct. 10, 2022
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.
Reviewed Aug. 17, 2022
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).
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.
Reviewed Aug. 9, 2022
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.
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.
Reviewed Aug. 8, 2022
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.
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.
Reviewed June 23, 2022
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.
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.
Reviewed June 23, 2022
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.
Reviewed June 22, 2022
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.
Reviewed June 19, 2022
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.
Reviewed June 17, 2022
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.
Reviewed June 13, 2022
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.
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.
Reviewed June 6, 2022
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.
Reviewed June 2, 2022
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.
Reviewed May 11, 2022
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.
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!
Reviewed May 4, 2022
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.
Reviewed April 26, 2022
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!”"
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.
Reviewed March 22, 2022
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.
Reviewed March 20, 2022
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.
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!!!
Reviewed Feb. 10, 2022
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.
Reviewed Jan. 18, 2022
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!
Reviewed Jan. 14, 2022
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...
Reviewed Jan. 3, 2022
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.
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.
Reviewed Dec. 12, 2021
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.
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