Aeromexico Reviews

They do not care and do not help you. I can't believe this day and age how rude and incompetent they are. I ran into a couple from NYC who had exact same problems - actually worse - their return flight Mex City-NYC was outright cancelled, no reason given. They were stranded and desperately looking for another airline. This is pretty typical. Listen to me. Don't fly Aeromexico. Spend the extra 200-300-500-800 whatever it is for another airline (preferably US or another foreign airline). You'll thank me.

Waited in line two hours at the Delta/AM help desk, where they said the only flight available was now at 10:50 pm, all the the other flights were fine though. Through this, neither Delta nor AM updated this in their apps, and the AM app just deleted my second flight of the day and won’t let me register the new flight. The printed boarding pass I was given has no gate number, and the employee said it would eventually come up somewhere. Instead of getting in at 8:30 pm, I’m now scheduled to get in at 3 am. Offered very little help, the website and app is a mess, and provided no relief despite stranding me in the airport an extra 7 hours. Terrible customer service, terrible tech, terrible experience. Will never fly again.

The entire staff at the gate only updated us ONE time during the numerous hours to tell us the flight crew hadn’t arrived. Everyone was irate and continually going up to the desk (see image for how crowded the desk was). They still didn’t come on the speaker to tell us anything. Our flight was canceled right before midnight. And we found out from a text, not from any staff or announcement. Once we waited in the customer service line to sort through what could be happening next, we were rebooked on a flight at 7am with printed boarding passes.

I inquired about where we were supposed to sleep and she told me that the airport hotels were sold out so she cannot provide us a room. So we attempted to sleep in the absolutely freezing and insanely loud airport. We had to purchase a pillow and blanket from an airport store along with food with our own money. Our Airbnb was prepaid so we lost money on our first night we were there as well.

Meanwhile our parents that we hadn’t seen in a year were on a different flight that made it to Cancun on time. We had to switch the planned rental car to their name so they had a way to get to Tulum (final destination) from Cancun. Which then caused us to have to find a driver that could take us the 2 hours for when we would land. This meant booking 2 separate times for a driver. Once for the flight that was supposed to get in after 1am but was then canceled. And then a second time for the next afternoon. So we had to spend an additional $250 of our money.

The next morning we showed up for the 7am flight and were turned away because the scan was not working on our tickets. They checked the computer and stated that they didn’t have seats for us and it’s a sold out flight. Even though both of our boarding passes had our names and proper information for the flight. She said she couldn’t assist and sent us to the customer service desk. That person said the lady from the previous night did not correctly book in the system. But that she can create a boarding pass for us?? What kind of system lets you print a boarding pass but not an actual book a seat for someone!?!? She had to book us on the 8am flight.

I asked for assurance that our luggage would be there as we have been rebooked and thrown around so much at this point. We both provided her with our luggage barcode slips. She assured that she had arranged for them to arrive in Cancun. I’m sure this will not come as a surprise after everything I have mentioned, but our luggage did in fact NOT arrive. And the gentleman at the airport in Cancun said that she also did it incorrectly. So we had arrived after traveling for over 24 hours with no shower and no sleep, to have NO clean clothes to change into nor toiletries.

He said we would receive our luggage in the late afternoon, but we did not. He opened up a baggage delay claim # (**). He provided us with a website for tracking and a phone number to reach him directly. Of the 40 times I called the phone number it was picked up TWICE over an 18 hour span. We tried to use the bag tracker website that he provided to us and it also told us nothing. It stated “tracing continues. Check back later”. It stayed this status all the way through until delivery. The text service he had activated never text us any status of our bags. All extremely unhelpful with no knowledge of where our bags were. After calling many numbers I was transferred and a gentleman told me that the 5p flight that night would have our bags and be sent to us in Tulum. I have an AirTag on my luggage and I saw they were still in Mexico City when that plane landed in Cancun.

I reached out to the general customer service line which then forced me to use WhatsApp messaging with a chatbot. They connected me with a human for them to send one message to me and then to sign off. They told me the luggage has been found but it’s not in Cancun and to reach out the next morning at 7am. Unbelievable. I called the next morning at 8:24am and was told your baggage department isn't open until 9am. Even though they told me to reach out after 7am. When I called back at 9am I found out that their baggage department customer service only speaks Spanish. I kept asking for English and I only received responses in Spanish continually. And this was from an actual person. I had to hang up as I clearly was not going to be assisted.

I called the phone number that was provided to me the previous day about 10 times. I finally spoke to someone that told me that our bags would arrive that afternoon. I asked if the texts were active as I've received nothing. He said they were but again, we never received any texts. The bags were delivered around 1pm. We had to purchase toiletries and clothes to carry us through until the bags arrived. Again, more money of our own spent.

During this entire experience we were never once apologized to. Every single employee passed the blame on another and said that another employee was to blame. Zero accountability for the company. This entire experience took 30 hours away from our time with our loved ones. And not to mention the added costs and precious amount of time we are given from our jobs for time off for vacation. I travel multiple times a month and this is now easily the worst travel experience of my entire life. Utterly horrible and extremely disappointing flight with Aeromexico. From the time we woke up at 5am in Cabo for our departure until we arrived in Tulum at 1p, we had been awake and traveling for 30+ hours. We absolutely deserve compensation for this experience. In summary, we were delayed on 3 different flights, canceled on 2 flights, showed up for 1 flight with a fake boarding pass provided by your team, and our luggage lost for 24 hours.

1) Once you rebook, the cost of the next flight will always be more expensive, no matter the season.

2) Since the 1st class upgrade could not be transferred to the rebooked flight, I asked for and was promised a refund. It has been four months, with a dozen emails and phone calls and no refund has been issued. The scam is they say you will receive the refund in 15 working days (I worked in banking and refunds take a few days at the most), when no refund is received, you contact them again, they apologize profusely and ask for 15 more days, and so on.

They even asked me to send them, via email, the credit card number I used to book the flight. I refused because it is completely inappropriate to ask for this. You will only be able to handle refunds through email, if you book online. There is no way to escalate, and the CS phone operators will not help, or put you on a forever hold. I can see how some folks would just give up because of the hassle of having to deal with Aeromexico. I finally filed a Better Business Bureau and a DOT consumer protection complaint. I cannot believe Delta Airlines is partnering with Aeromexico, or that they are allowed to service the US. This airline is awful.

I was told by a Delta representative to call AeroMexico since Delta was not able to rebook me. I called the AeroMexico number, spoke with an agent, who said because I missed this flight, the whole reservation was canceled and I had to pay $332 in change fees to rebook both my outgoing and return flights under a new reservation code. The flight agent noted in the system that "it was not the customer's fault, she missed the flight due to no available agents to verify passport". However AeroMexico refused to provide a refund of extra charges. This is absolutely unfair to the customer.

AM has acknowledged the failure to refund but will not commit to a fixed date for a refund. I asked for resolution to this by 3/23/23 but that did not occur. I called AM multiple times and the last time, I was promised a response within 72 hours. Still nothing. I have now complained to the DOT Customer Protection agency. My advice to anyone reading this is do not fly Aeromexico.

4. My requested vegetarian meal consisted of a bun (the 'hot meal') in which I found a slice of ham.The flight attendants did not go by the travellers after the meal was served to offer more water or other drinks. 5. I had to wait fourteen hours instead of the twelve announced, as that second flight was delayed in its turn. 6. No voucher was offered for a meal or two during that long day (7:50 am to 9:30 PM). 7. The second connecting flight was delayed like the first one (1 hour and 20 minutes announced, 1 hour and 40 minutes in fact), causing me to miss my booked shuttle trip to my final destination five hours away from the airport. Instead of arriving at my daughter's place on March 31 in the early evening, I had to be rebooked for the shuttle, to arrive at noon on the 1st of April. Thus another night and a half day missed with my daughter. I had to wait 5 hours in a Denny's close to the airport and spend more money for a meal there.

8. A lot of disorganisation was revealed when the fist departure gate we were sent to turned out to be the wrong one and we had to troop to another gate half the long airport away. 9. The announced 'snack' was a tiny package (15 grams) of peanuts with 3 or 4 tiny pumkin seeds and three raisins. Tough luck if peanuts do not agree with you. The flight attendant wheeling the coffee cart did not bother to ask if I wanted any and just passed me by. 10. A few hours before this second flight departure, AeroMexico asked me in an email if I wanted to upgrade for $25 to get a row all to myself. When a airline company inconveniences its customers, the standard practice is usually to offer some compensation gratis. 11. In total, 48 hours of travel without rest instead of the planned 30. Feet and ankles badly swollen.

Resolutions: 14. I have plans to visit more often my daughter. I definitely won't use AeroMexixo from now on. 15. My grandson also has plans to visit Costa Rica in the fall. He will use other airlines than AeroManana. 16. I know quite a few people who travel abroad (friends and students). I'll be sure to tell them about the bad service of AeroManana.

When we boarded the plane in Mexico City we noted that the plane had no Business Class as shown in the email from Aeromexico. The plane was a narrow body plane and rows 1-4 simply had a tray in the middle seat. No wide body deluxe seat as shown in the picture, no curtain or wall separating Business from economy, We were seated in row 4 with row 5 behind us economy. The plane was only about 2/3 filled and basically everyone in economy were 2 people in a row of 3 seats. There was no difference for the upgrade of $200 except that we received 2 bags of peanuts rather than 1 bag and we had a plastic tray covering the middle seat.

I have emailed Aeromexico 6 times since December and used the information on their website to fill out the correct complaint. I have called them 6 times as well and talked to representatives. The calls always end in, "We are working on your case and we will contact you in 3 or 4 days." It is now March 29, 2023 and I have not received a call back or email from Aeromexico have numerous contact from me. I am requesting a refund of the $200 since they greatly misrepresented the product.

Flights were delayed by more than an hour. On the return flight this resulted in me and my companion missing two connections and having to travel an extended route to return home. Despite requests when booking, checking in, and at the counter, they were “unable” to seat me next to my travel companion even when we had more expensive seats and were willing to downgrade.

Customer service hung up on me twice and chats failed for hours until I was finally directed to someone who instantly disconnected when I informed them of the gravity of the situation. They have refused to talk to me on both Facebook messenger or WhatsApp (they use both services for chat messaging) and their phone lines either don’t answer or I get hung up on. At the time of writing this, I am in the air, and in absolute agony on a ton of medication, on my second leg (entirely detoured) of my flight home with an urgent orthopedic and physical therapy appointment scheduled tomorrow if I can actually get home. If you have any kind of disability or impairment, please avoid this airline at all costs.

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.

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.

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.

Once I got to Mexico City things worsened. Because I was traveling with my daughter, I wanted our experience to be smooth. I had a transporter due to health challenges. Once we got through the the long process of customs, airport locations, security & check-in we were dealing with limited time to reach our gate. When the transporter stopped to ask where our gate was located, he looked puzzled. This was because he took us to the wrong gate, causing my daughter & I to miss our flight!

From there it was the crazy runaround throughout that massive airport. I was drained, had become ill and extremely upset. I was taken to customer service to speak with a supervisor but it never happened! I was ignored repeatedly and never received the help I needed. The only solution was to purchase two more tickets! After already doing so prior to my trip and as a result of Aeromexico own negligence! Being exhausted, sick my daughter being affected and arguing of this not being my fault I paid for the tickets to get to Cancun. I was also out of about $80 of what I paid to be transported.

Aeromexico made me miss two flights and I don’t have enough space to explain it all. My daughter and I experienced discrimination, lack of empathy and good service. I think a class action suit is warranted! Worst experience & will never be subjected to this type of foolishness this airline displayed ever again! I plan to do whatever it takes to get changes made.

I send them an email two weeks ago requesting clarification on my $579.44 and requesting all my money back but not one has reply to my email. I called them and after being on the phone for over two hours waiting for a representative the only answer I got was I needed to wait for customer support to reply to my email and it was going to take up to 7 days, and they cannot help me by phone. It has been two weeks and no reply yet. I thought Volaris was the worst but No. When they cancel my husband's flight all we had to do was go into their website, give one click and money was back into our credit card within 2 days. Aeromexico is stealing money left and right.

After not resolving anything over the phone, I looked back through the emails I received when my flight was changed. I used the link to receive an electronic voucher. I understood that in receiving the electronic voucher the original flight would be cancelled. I proceeded with the steps and cancelled my flight to receive the voucher number. While still having that page open, I opened a new tab to buy a new ticket for my trip. I had chosen the new dates that worked with my schedule and I input all of my information.

Because I was able to log in with my Club Premier account all of my personal information was saved and when it came time to pay, I copied and pasted the voucher number from the previous tab I had open. It applied the amount of the original flight which was about $372 dollars. The remaining amount was to be about $48 to be charged onto my credit card. I remember specifically seeing the difference in what was the voucher and what was going to be used on my credit card. This was not the case and I came to find out on the next business morning that the WHOLE amount of the flight was charged on to my card.

Speaking through tears of frustration with a representative, he told me that the voucher had not been used. If I had not used the voucher then the link should work and I would be able to access the voucher through my Club Premier account. However the SAME link that I used to get the original voucher and cancel my ticket no longer works nor does my voucher appear anywhere in my account. I don't know what to do. To his credit, and probably because of my sobs, the representative was understanding but offered no solution other than emailing Customer Support. I did so but I don't expect to hear anything helpful from them. I plan on talking to Chase Sapphire Preferred Customer Service to see what they can do.

What this means is we now have to drive to Pittsburgh or Buffalo then when we arrive in Cancun, we have to hire a van to transport us 1 hour to Playa del Carmen then again pay for a 1-hour ferry ride to Cozumel. Then repeat the process to get back. To top it off while we paid $431.33 for the original round trip tickets. Now that they are not offering the flight we paid for and we have to jump through hoops to get to our destination Aeromexico in partnership with Delta Airlines are changing us an additional $953.40. Wait. There is more! I had to book flights for two more people. That done I get the email with the ticket in Spanish that I can't read and they never sent the ticket for the 7 that we had to change. I was on the line this time for 3 hours and 38 minutes! Now I am trying to get though again to the 7 missing tickets. WHAT A NIGHTMARE!

My daughter who was 5 years old at the time needed to go to the bathroom, and so I told the flight attendant that she needed to go before she would pee in the plane. The flight attendant looked at me in the most evil way. It seemed as if she was possessed. I then asked another flight attendant and I had the same response. I told the lady -flight attendant again that my child needed to go to the restroom. This time she said, "You can not go anymore at this time. I am serving the food. You can take her when I finish serving everyone." I was disturbed by this because I would never imagine that someone would say no, knowing that a little child had to use the restroom. I waited like 40 minutes until my child was allowed to go to the restroom. And none of the attendants who I spoke to, told me that I can take her after such a long time. I had to figure this out on my own.

I WILL NEVER EVER FLY AGAIN THROUGH THIS AIRLINE. IT IS BY FAR THE WORST AIRLINE OUT THERE. AND EXPENSIVE TOO! I am writing this review to warn anyone who is planning a trip in the near future. If I can save someone from the frustration of experiencing something like this with their children, then I know that my review would have helped someone. It's not right to buy such an expensive ticket, and yet be treated like an animal. Please forgive me for the offensive words but that's how I felt on the that plane and I'm sure my child too. I felt powerless, knowing that my child needed to desperately use the bathroom, and not be able to.

When I finally fixed the problem with their email address, they said that since I bought the ticket through a third party vendor (in this case Orbitz) I'd have to get the refund through them. Orbitz was helpful, but said they still had to go through AeroMexico for their approval before issuing a refund. Months went by, and all Orbitz could say was that the airlines are very slow these days and AeroMexico was not responding. So they have the manpower to object to my credit card dispute and keep my money, just not the manpower to approve my refund. I wrote to them several times about this discrepancy, but they never addressed that issue, just repeating I'd have to go through Orbitz.

Let me add, I tried to be understanding. I can see that the airlines are strapped. I said I would accept credit in place of a refund if I could change the name of the passenger (which the rules disallow; remember I got this for a friend) and if the credit were not time restricted (which so far as I can see just helps them out even more). They said they could not do that because their policies do not allow it. Of course, their policies are under their control. They could change their policy if they wanted to, or just make an exception. At this point, I'm looking to enter into a class-action lawsuit against them.

V.

Later that afternoon (13:10) I did what he instructed me to put all the information in as well as my CC but did not see the place for the voucher. Thinking it must come up on the next page I click on make the reservation. To my shock it created a whole ticket without asking for a voucher. At 13:18 I called the same number as before and told a very nice lady what had happened and she said that she could not change it and that I could not get a reversal on my CC charge till July 2021. As you can imagine I was not happy to hear that as I phone right after what had happened.

I asked to speak to a supervisor and the nice lady said she would get one. I was on hold for quite some time (27 min). There was not music or anything else so I thought I had been disconnected so I hung up and phoned back again. My call was answered at 13:58 and I talked to a gentleman for 17 min and he kept saying that I clicked on the button and created the ticket. That a supervisor wouldn't do anything. He did not care how it happened and seemed bothered that I was talking to him.

I again phoned back at 14:36 and talked to another very nice lady in the cancellation department and she also said that I could not get a refund till July 2021. She was very sympathetic but said it was out of her hands to do a credit. We discussed what could be done and she went ahead and booked the ticket for me and used the voucher. Yup not money back till July 2021 I hope but I don't trust them. The worst airline I have ever dealt with.

Canadians dont purchase any flight with this company. It's a total scam through the refund and 100% horrible with customer services beside not been able to get hold of anyone.

Only person with knowledge and outstanding customers service. It’s an operator with the name of Cesar **. Related to my experience with AEROMEXICO Refund I was calling regarding a refund that I was expecting to be applied back to my account. While speaking with the agent he kept referring to my payment on my account. Your agent hung up the phone on me and refused to allow me to finish asking my question and or explain why I was calling. He continued to talk over me and continuously talked about how I had neglected to make my payments on time. My request has nothing to do with my credit card payments.

When I called to cancel the ticket, I was told the process would take 2 months. It has been more than 2 months to receive the refund back to my credit card. No refund has been applied to my card. Are you going to be paying me interest for the delay? I will be taking this to the Canadian news and make people aware that this is a scam. You were happy to take my money to book the ticket yet expect me to wait up to a year for a refund meanwhile I’m getting charged interest for my purchases on a monthly basis. Yet, providing me with an email for your customer service rather than have a supervisor take my call?? this is an EXTREMELY poor customer service for a LARGE AIRLINE COMPANY.

Having me wait on hold for several minutes and check-in from time to time as you believe most people will hang up and say forget it just proves your customer service is extremely poor and neglectful. I have been waiting to speak to a supervisor for 1 hr and 13 minutes, (AT WHICH POINT THEY CUT ME OFF) once again, and I have proof to provide to the news STILL WAITING. I would like Aeromexico to explain publicly why, under what law/regulation they are entitled to hold a refund UP TO A YEAR without refunding credit cards along with interest back to customers. All this will be going to CBC NEW, CTV, GLOBAL & Better Business Bureau.

When the supervisor finally came (a man named Orlando), he also dismissed me very quickly saying that the system has already been closed and there was no way for him to help me. I broke down crying and asked him when the next flight was and if he could help put me on it. He again dismissed me without eye contact and told me to call their 1-800 number. Never in a lifetime of travelling with Aeromexico continuously had I experienced such an inhumane treatment from the Aeromexico staff.

I spent the next three hours listening to their incessant recording in Spanish about how great a company they are while I waited for an agent to help me get on the next flight. When I finally got through to an agent, she told me that because I had been late, that I would need to re book another flight. By this point I was shocked with their complete lack of human emotion and the way they would quickly disregard any idea of helping me out. In my opinion, and especially because of the pandemic we are experiencing, this is the time when an airline like that should be the most sensitive and protect their costumers from excessive fees and irrational charges. AEROMEXICO: How do you propose to help make this situation better for me? Thank you in advance.

Sebastian

At that point I e-mailed several letters to Aeroméxico Customer Service department and requested them to please extend the vouchers deadline (provided them with a time frame that would work for us) and explained valid reasons why we would not be able to travel within the time frame given. We also stated the reasons why we would not be able to travel this July. In my letter I also mentioned that I have been a frequent customer and I have always enjoyed traveling with their airline and would like to continue to be a loyal customer. (We love Mexico and we love to travel there.)

At the end, they stated that they appreciated our patience in resolving the matter and have extended our voucher's validity to our satisfaction. Would we have like a refund? Yes, of course! However, we tend to forget that everyone has been affected by the COVID pandemic, even big corporations have lost and are continuing to lose billions of dollars due to this unprecedented situation. All of us need to be united, be understanding and try to find a compromise in which both parties will be pleased with the outcome. When filing a complaint, my advice is the following: Write a tactful and well written letter, state how you would like to resolve the matter, try to compromise and be persistent. Good luck to all of you!

To begin, I would like to say it was very hard to get someone. I tried all the numbers, the chat, no emails, messenger with a robot. Days of trying and waiting. I want to clarify that I understand this time that we are living, but in my opinion this was extreme. After exhaustion I finally was able to chat with someone. I wanted to change my flight to September. They wanted to charge me like $80 more per ticket and we are for 4. Just to change what was cancelled. For every written response I had to wait 5 minutes. It was not fluid. If you like it or not that's it. Pay more or lose it. Refund is not an option. The guy was telling me it was not their fault. It's not one's fault. You just suppose to take care of your clients. Lesson learned, do not flight AEROMEXICO.

First - the information in the cancellation email is confusing. It said my tickets were changed to "open tickets" and does not give details. Then it says I need to fill out a form. It gives a number for customer service, in case you have questions. Contacting customer service, the automated system hangs up on you for almost every option. I found one option that didn't hang up on me (for flights in the next 72 hours), I waited over an hour to talk to someone. I asked them about the "open ticket" that they were giving me (according to the email I received). They said I need to use it by February 9, 2021 (I purchased them on Feb. 11, 2020). But my flight was for June 10-19, 2020.

I don't want to take my kids out of school to see their family in Mexico. If I have to use an open ticket, it should at least be 12 months after the DATE OF SERVICE - not the date of purchase. If they decide to cancel a flight, they should be issuing refunds. Not trying to screw customers out of their tickets. I'm worried this company may not even last until February 2021. Get your BBB complaint in ASAP. This one needs some legal intervention as soon as possible.

I saw on the US Dept of Transportation website that not refunding a cancelled flight is illegal and that airlines have to give you a refund. But Aeromexico is fighting this hard because on the tape phone conversation I accepted a travel voucher. To me, that is straight up theft. I seriously never saw this coming. Other travel agents and airport representatives have since told me to be very careful in who you give your money to. I wish they would just make it right, but Aeromexico is adamant about not giving my money back. Anyone else want to go into a class action lawsuit with me?

On March 17, 2020 -- Moody's Investors Service, says “Moody’s has downgraded Grupo Aeroméxico S.A.B. de C.V. (Aeroméxico)'s corporate family rating to B2 from B1. Moody's has also downgraded to B3 from B2 the senior unsecured rating on its global notes due 2025, issued by its fully owned subsidiary Aerovías de México, S.A. de C.V. All ratings remain on review for downgrade.

The downgrade was prompted by our expectation of a severe decline in top line and cash generation during the coronavirus outbreak in the US and Mexico, resulting in further weakening in liquidity profile and a significantly higher leverage through 2021.” They want to make us pay off their debts, knowing that there will probably be no more next year, only the most serious and customer-conscious companies will get the better of it.

Complaint: It is a fact that we purchased two [2] Basic fair tickets, that Aeromexico clearly states are non-refundable. But I find Aeromexico’s business practices morally questionable and their rules and regulations to be deliberately vague and lacking in transparency. As they are able to place all of un-natural and natural occurrences and squarely places the blames on shoulders of its customers. Take for example the current Covit-19 pandemic. People, families, and whole nations are being quarantined by their local governments. And there is a very large percentage of people who last month had a full-time job, had money to do what they wanted in life, and did not know that their job maybe on and will most likely be placed in unemployment until this pandemic can be better managed by the world. And at the same time people have to worry about meeting basic need and essentials [food, medical].

Then there are companies like Aeromexico who refuse to return their customers money when the service provider cannot provide a service. In the current humanitarian crisis that this pandemic is causing people all over the world, it must be nice for a service provider to take money for a service that their clients can’t possible use and then provide only two [2] forms of compensation; (1) new reservation at a later date, (2) or an open book-ticket. But given the epidemic and the growing percentage of deaths worldwide. It seems to me that people should get their money back so they can use it take care of themselves and their family. And yet it seems financially advantageous for a company to keep their clients’ money giving this worldwide Covid-19 epidemic and the fact that your clients have an ever-growing chance of dying from Covid-19 and get to keep that money for basically doing nothing.

I find this possibility sickening and I hope this is not a business practice of AeroMxico. As a customer myself who cannot travel because Covid-19 and whose money you are basically trying to steal because I need it back and for the fact you canceled our original flight. I hope that I can get my money back. As it stands I am just unhappy customer who will never forget this. If AeroMexico is going to not refund my money then there will be legal actions taken which will consist of formal complaint written complaints the AeroMexico Ceo. Andrés Conesa, Mexican and US government authorities and social platforms to air my grievances to.

• Consumer Action

AeroMexico Contact Info:

4-Complaints Departments Email: amcomplaint@aeromexico.com.

3. PROFECO MEXLAW legal services: **

I believe this is where they "purposely" damaged my luggage. My luggage arrived to Lima intact with no damage however was very damaged during my return trip home from Peru to the US. We were told we had to pick up our luggage from the baggage carousel to transfer it during the layover part of our trip from Lima Peru to Mexico City. Really Aeromexico, you couldn’t of had the decency to transfer everyone’s (your customers!) luggage during the layover? When I picked up my baggage off carousel is where my zipper handle which is metal was broken off and it literally looks like someone went and just broke it in half. The front of my luggage was covered in dirt marks all over and basically looks like it was literally dragged through mud and now there are multiple stains all over the bottom of my luggage which I can’t get out.

I purchased this suitcase for several hundred dollars not even 2 years ago and have only used it 3 times and it's quite disturbing the damage it suffered already. Then when we got to the gate for the transfer, the Aeromexico employee was so rude to us basically blaming us for not being on time when it was not our fault that we had to go through immigration, bag transfers and security in a 1:45 minute time period and were at the mercy of Mexico City’s airport. We hustled throughout the entire time from when we got off the plane to get through everything as fast as possible. The plane was STILL on the ground and this nasty lady would not allow us to get on the plane so we missed our flight & had to wait in the airport for several hours until the next one left. I made a complaint to Aeromexico about my bag and they basically said the damage wasn’t “enough” to warrant any refund/repair. Please please people, never fly Aeromexico if you can avoid it!

I ran out of the gate terminal to the office. They needed $570 pesos cash exact change. I didn't have it. I had to run to an ATM outside of security. I got the cash ran back to the office. Then they would not let me back to the gate but through security. Ran to my gate and even though the plane was there they wouldn't let me board. Flight Closed they said. They told me to go to ticketing. I had to purchase a brand new ticket home. They don't refund or transfer tickets. I felt so scammed. Then this next plane did not take off. We all stayed on that plane on the runway for 2 hours. Then asked to de-plane. Shuttled to another plane. Taxied for an hour before take off. I arrived in Los Angeles at 10pm and should've landed at 11am. There was no communication or AC on this flight. People lost connections, the staff informed them that they lost their tickets, they would have to buy new ones. Please do not Fly with Aeromexico.

I was told if I deplane for my phone I must exit the terminal and purchase a new ticket, that I would not be allowed to record the plane. I was then lied to, the flight attendant said that security would retrieve my phone and send it to lost and found for me to claim. Once I contacted customer service they denied that they held any responsibility. I am extremely disappointed that during this holiday season Aeromexico refused to help their clientele.

The refund is more than $500.00 and they just want to keep it. How can that be possible when they were the ones that cancel the flight. I don't plan to flight with this airline anymore. Every time I've used them something went wrong. The flight was late. One time I had to wait 7 hrs for another flight in Mexico City. I should had learned my lesson. They said the plane we were going to use had something wrong with it and for our safety we would have to take another plane. With this situation I lost a lot of money. I had rented a car and could not get a refund from that either the hotel and all other expenses. I'm so upset. This air lines make a lot of money. I don't understand why they just won't give me my money.

We arrived the counter before 23:30 on 11/30/2019. There were over 200 to 300 people at the counter when we arrived. I found an agent and explained what we were told to do. He went to see a supervisor and told us we had to wait for them finish checking in all the passengers on the Guadalajara. We waited another almost 2 hours. The supervisor told us that she had to wait for the duty manager as she’s the only person authorized to book us the hotel. We waited another 30 minutes.

When Ms. **, the duty manager arrives, she said that she receives no instruction regarding our hotel accommodation. I showed her a picture of our lunch voucher (also attached) and explained to her what we (my family of 5 and the couple heading back to Omaha) were told to do, which is come see them and they’ll take care of us, and we have no reason to lie about it. She declined to provide the hotel accommodation and was extremely rude to us in front of my children. After we plead to her for help, she said there’s nothing she can nor will do and walked away, taking the entire staff with her. I’m sure this is not how your company demonstrate good public relation and leadership to your staff.

At that time, it was 2AM on Sunday 12/01, we had waited for her with hope for almost 3 hours. My children were in short, T-shrit, and Crocs coming from Mazatlan to 38 degree Chicago. I’m struggle to find a place for them to rest since we all been up since 6 AM the day before. I was able to find a room in Hilton and it was already 3AM by then. We didn’t have appropriate cloth but have no choice but wait for the shuttle bus outside on the street by the Airport. The other couple, who we kept in contact after returned to our home, slept in the terminal that night with all of their luggage in order to board a 7AM flight back to Omaha.

If we weren’t told that you’ll take care of us, we could have asked our cousins in Chicago to come get us or book hotels ourselves while we were still in Mexico City. We trusted the Kiosk agent and found Lilia **. She blamed us not to ask for the Hotel Voucher while we were in Mexico City that we were “not following the process” (like we supposed to know that!!?? We were only doing what we were told).

I will now tell you about my experience at the check in desk in San Jose. When I arrived I was served by a young man called Aubrey I believe. He checked me in, printed my boarding pass and tagged my luggage. He then put my boarding pass on the counter and told me to wait one minute and left to talk to a lady called Karla ** with no explanation.

He returned and asked me if I had changed my flight. I explained that I had got food poisoning in Mexico so I missed my flight and booked a flight a day later. He then left to talk to Karla ** again. They both then returned to the desk and told me I lost all my flights and that I need to call the call centre or pay $350 penalty. I explained to them both my phone got stolen in san jose the previous night and visibly upset and reluctantly I will pay the $350 penalty.

They both then walked off and didn't return for 15 minutes. The young man came back to the desk on the phone and just told me he is calling mexico. I then stood at the desk with no update just watching this member of Aeromexico staff play and send messages on his phone and whispering in Spanish and making jokes and laughing with his colleague on the next desk, whilst I was obviously worried and upset at the desk. I have never experienced such unprofessional, insensitive service not only at an airport but in any customer service setting.

I then asked him what was happening and he just replied that he doesn't know. They are checking. The next communication was 10 minutes later and he asked if I was paying dollars or colones. I confirmed the amount was $350, the price he had earlier quoted me whilst himself and Ms ** were at the desk. He replied he doesn't know and again left the desk with no other explanation.

When he returned he told me the flight was full and I need to upgrade my class and so it will cost me $922. I then asked to speak to a supervisor for an explanation as to why my seat had been issued when I arrived and why I was quoted a different price one hour earlier and what exactly am I paying that much for. Her response was she doesn't need to explain, I need to read the rules and either pay or stay in san jose. The young man was more helpful and checked flights direct back to Canada as I considered cancelling my trip because of the expense but the price was similar and I am meeting some family here in Colombia so I was forced to pay the $922, which I am still unsure as what I paid for.

I then asked for a printed itinerary for my whole flight and she told me, "Check your email" and walked off despite me explaining earlier that my phone was stolen in san jose therefore I have no access to my email at the airport. I find it unbelievable that a customer who paid £550 for the flight and then just charged $922 for the same flight it is such an effort to print my details on a piece of paper. The young man was helpful and he printed that for me. Another passenger asked me if I was ok and gave me a tissue whilst this supervisor treated me like just another annoying passenger. Disgusting woman. The young man gave my ticket and apologized sincerely for my situation.

Once I got on the plane, flight AM691 there is no class other than economy and I counted 7 empty seats just close to where my seat was allocated 14A on the flight from san jose to Mexico City and an almost empty flight from mexico city to Bogota. Also on the flight from san jose to mexico city a lady was sat in my allocated seat so I was told I need to sit somewhere else. This isn't a big problem but considering the whole experience I think this is just one big joke.

So once again I was lied to and told it cost me so much because I had to upgrade the class. Nobody has any idea and telling me all different things. This whole experience has left me feeling taken advantage of and like this airlines only priority is to take customers money even if it will ruin their whole trip. I have flown with aeromexico a few times and never had any problems but after this experience I will never again. I have since emailed that I would appreciate an explanation as to what I actually paid for as none of the ground staff seem to have any idea. When I asked who I can make a inquiry and a complaint to they just told me try in mexico. Since I've recieved a reply via email...

"You have generated a flight reservation with Aeromexico, which is a contract where the airline commits to transport it to you at the times and dates established in the order you chose. Therefore, you must take the flights in the order in which you made the purchase; If you did not use a flight segment, the contract is canceled because you have not complied with it and you will not be able to use the following segments until you pay a change fee in the reservation area (if your reservation allows changes)."

This I understand. However why was I told one price at the desk which then changed and also told I had to pay an upgrade to premium economy which didn't exist because the flights were full even though they were not at all. When I replied again for a break down of exactly what the breakdown is for $922 and why I was charged premium economy I was simply told the charge covers the phone call an international call from san jose to mexico that I didn't even ask them to make or informed that they will be charging me for this, and cancellation fees of flights that I didn't cancel (MORE THAN ALL MY FLIGHT COMBINED) A following statement that my case has been closed. This airline is the worst I've ever flown with. Stay away at all costs!!

I replied on August 28th (Case number: **) clarifying which tax I was referring to, I also asked them to review the call recording as they would hear that I inquired about the phone fee to be refunded while I was on the phone with the representative. The sales agent did not mention the fee. I inquired with him about the fee after seeing it on the receipt in my email. He told me the only way to receive a refund was to email the complaints department. This was during the sale, not in another interaction. Furthermore, I would have never made a phone reservation but their online booking system was having an issue and the error message told me I needed to call to complete the reservation. For this reason alone they should have refunded me that fee. However, I received no response to this email.

I emailed again September 17th (case number: **), to let them know that I was injured in an accident and would not be able to make the flight. I emailed them a medical certificate, and photos of my injuries, and I requested that they provide either a refund or a credit to be used on a future flight. They couldn't even be bothered to reply with a ¨no.¨ Just no response at all.

I later realized that my Visa Infinite card that I made the payment on came with trip insurance, so I filed a claim with my insurance company. My insurance company requested a letter from the airline stating that the trip was canceled. The airline did send this. However, after I submitted the letter to my insurance, my insurance company requested that the letter also include additional details. I requested a revision to the letter on September 23rd (case number: **). However, once again, I received no response. Despite being routinely ignored by this business the only thing I am asking for is a document confirming 1. the cancellation of the flight, 2. the amounts reimbursed and the fines charged OR indicating that there will be no refund. Also, an apology for simply ignoring almost every communication with them would also be nice.

Long story short I accepted to pay the U$350 and started looking into new dates and prices on their website. After my research I found out that the new price was U$771.48. This price is from Aeromexico website, so I decided to give call and book/re-schedule the trip with the new dates. At the time of my call the agent confirmed the price I got from their website but after telling them that I was just going to re-schedule and gave him my old reservation number they told me that the prices on their website which is the same price he gave me did not apply to me anymore. The customer service representative said that new tickets prices are different than change of date rates, and I had to pay U$879 for the change of date, U$350 fine and U$529 because the difference in prices. Keep in mind on their website a new ticket is U$720 and I originally paid U$1024.

Also, I am buying the same destination, same economy seats, same hours, just a different dates and paying the fines and difference in price if there is any, the same agent confirmed that in my case was better to buy a new ticket with the new days than re-scheduling the fly. Can you guys believe this? What kind of customer service is this? I won’t recommend this airline anymore; it is ridiculous the way they treat their clients. At the end was cheaper to buy a new ticket than changing the dates.

We move to check in Area where at 2am I they say I need to go hotel and fly out next day 2:35pm. Fine. They check in my carry-on and ask if they are my my. Luggage will be in my destination. I left to hotel 3:40. I got to my room Aug 8. Left the hotel at 11am. They won't let in because the new ticket they give.my date Aug 7. Took me until 1:10pm going around talk with employees and supervisor so I get in. Everyone on the flight have the same problem. More 200 people tired and upset. Fine waiting at 62 gate in Mexico 2:40. We ask why aren't being boarded into the plane they say no pilots are available for the flight. 40min later we left Mexico. Got to SFO I found out one of my luggage is missing. I don't really care because I'm tired. I wanted to go home. This airline have so much problem. I won't be flying with them ever again. I know a lot of the customer on my flight won't use them again.

Finally I was able to speak to a customer service representative who extremely rude gave me a rate of 1,900.00 plus 150.00 for a ticket. In state of shock I asked if that was a first class ticket and she told me very rude "No" - it's just a regular business fare. A regular plane ticket online cost 570.00 and a first class ticket cost 1,200.00 to Mexico City. If Aeromexico is promoting a complimentary companion certificate they should give you a regular rate not an excessive rate that covers over 4 regular plane tickets. I booked my flight with Skyscanner and as soon as I can I will cancel this credit card that uses fraudulent advertisement to get customers.

No matter how much I begged and pleaded there were no exceptions, they would not change her ticket. Our trip was a disaster, especially when I asked to buy another ticket and they would not sell me another ticket because the flight was overbooked. WHAT? My wife is no longer occupying a seat, why can't I buy another ticket to occupy the seat she has just been denied because her name spelling. They did not offer any options, like maybe a later flight, like maybe being put on standby, nothing!

Customer relations is without a doubt nonexistent, nill, none, ninguna. They tried to blow some smoke up my behind with some reason I did not understand. It became obvious then that you could resell the seat she was denied because of overbooking, at a higher price, more money, more profit, and who is it going to hurt. Well it hurt us deeply, and of course they did not offer a refund.

I explained to the agent that I was not calling in because by choice. I was calling in because the online website was having issues accepting payments and it basically forced me to call in. The agent agreed and confirmed that the airline was currently experiencing payment problems with the online website. I told him I needed the service charge waived because it was not my fault his online services was having technical difficulties. He refused to waive the fee. I did not want to risk losing my airline seat as I noticed tickets were selling quickly online so I told him I would make the purchase but that I did not feel that it was fair nor correct. He did not care. I also asked him if why my ticket price was going up by $50 when his "service charge" was only for $15. He said that is just the price of the current ticket.

I went back online while we were talking and that was not true. My ticket was still only $549.75. Again, I did not want to lose my airline seat price so I told him I would finalize my purchase before hanging up but that I would be submitting a complaint. He did not care. Today I reviewed my bank statement and I noticed 3 charges. One for $549.75, the price of my seat ticket, one for $15, the price of his "service charge" and another for $35 which I was not expecting so I called into customer service to inquire about these charges. I spoke to Ceasar ** today and he informed me that the $35 charge was for concierge service. I NEVER requested concierge service.

My wife will be flying to visit her mother in Mexico for like the one hundredth time in her adult lifetime and she will NOT be needed concierge service. She can probably show them around and teach them a few things about Mexico City. I am writing to request refund of my $15 "service charge" and my $35 concierge charge. I did not request a concierge and I do not want a concierge. Please talk to your customer service phone staff and inform them that adding services to clients is wrong and bad business. I enjoy informing the public of bad service when I receive it and ESPECIALLY if it does not get resolved in a timely manner. Dennis

Two weeks later, I called to arrange a flight for a different contractor, and asked to use the credit. The agent told me that the ticket was ONLY open for the person I initially purchased it for; someone whom I will not book again. I could not purchase a ticket for anyone else, using that credit. I went through the paces with the complaint department. All I got was a canned response saying "the ticket is non-transferable, but thank you for making us your carrier of choice." Translation: "You may as well have flushed your money down the toilet, but thanks for letting us keep it instead." There are cheaper airlines that fly out of Mexico, that give you this same level of poor "customer service," with the exact same quality flights. I will be taking my FREQUENT business elsewhere, in the future.

I made 2 written complaints to Aeromexico and both times they put the blame on us. The staff in Mexico City is running an illegal scam. I have written to PROFECO and now I am writing a complaint to CARE. This agency reviews complaints and I am hoping to get our money back. I would never recommend Aeromexico and I am hoping to get a consumer reporter interested in not just my story but hundreds of others that I have found on social media.

Day Feb.22 at early in the morning I went to the airport and when I tried to do the check-in, I was told that my reservation was canceled and the amount was reimbursed! I didn’t receive any E-mail or a phone call to notify me of the action taken! (Both information were available in that Confirmation! At that point I had no other option than to buy another ticket for the same flight of my reservation at a price 6 times over of my original ticket. Confirmation #** (because of my connecting international flight with Copa Airlines). Their customer service has a bullying protocol knowing that there is not much that we can do. My advice is {unless Aeromexico is the only option} to use a different airline. Let's stand to this corporative bullying. For sure they will never ever see a dime from me! I'll prefer to take a bus!

In addition, the quality of the phone line to rebook was horrible. The noise and confusion of an airport added to a 2 second speaking delay made for a most frustrating experience. By the time I was finished re-booking, I could not tell if the costs were $1500 per person or for both of us. Even Spanish speakers who tried to help had great difficulty with assisting us. Thanks to them for even offering to help!

To sum up, even flight for free would not get me to fly Aeromexico again and if you choose them as your carrier, pray that you never have a problem because you certainly won't get any help from this airline. Even the service desk in Mexico City, could only apologize, instead of taking our information and offering a follow-up to make certain our concerns were received. We will see if an email to customer service results in any response.

In one hour [at 9:40am] somebody will be at the airport office, you can speak with them. But you can't board your flight. Sorry". Eventually they tried to sell us one-way flights home at $1200USD each. I learned later that the flight had been oversold. So Aeromexico closed their check-in early so they didn't have to deal with paying customers to whom they owed compensation, instead trying to upsell them to another outrageously expensive flight.

Ultimately, we purchased flights the following day on Delta for $1075CAD each! Aeromexico still can't direct us to a customer service rep who speaks English or French at their Canadian office. But they were very clear that day about telling us to go ** ourselves, we were on our own, even though they had broken their contract with us. As it stands, I'm out the $2200 for the Delta tickets, 2 missed days at work, plus the $600 or so we spent on an Aeromexico flight we weren't allowed to check in to. All because they were too cowardly to admit they had oversold their flight and bumped us, instead choosing to hide so they wouldn't have to provide us compensation. Surely this is the lamest, most dishonest airline EVER! No?

HOW IS THAT POSSIBLE. THIS IS FRAUD. They didn't reimburse me not 1 penny (even I paid extra for the seats), they don't have respect for a woman that lost her baby, they just made money on the seats I paid for. The bottom line is that any woman that flies with this greedy airline not only disrespects my wife but disrespects herself and all the women in the world, Aeromexico should be called **. I am going to proceed with a lawsuit against Aeromexico for fraud in Toronto court. Also I am going to contact GlobalNews, Citytv and other organizations or groups that can help us to fight this Misogynist airline. Date of travel: January 2019.

By this time it was December 31st. Finally later in the morning we got a call saying the luggage was finally in Morelia and that we could pick it up. 3 days without our luggage 3!!! Then our way back to Chicago the staff at Mexico City were rude and obnoxious trying to act like they run the world. I had to do a second inspection and wouldn't let me take my carry-on luggage with me, they had me send it with the rest of our luggage when each person is allowed to have 1 personal item and one carry-on. Very rude and irresponsible staff. We used to travel a lot with Aeromexico but after this time I don't think we will unless we don't have to stop at the Mexico City airport. Otherwise the rest of the staff is ok except for the crew there at that airport.

Our flight was rescheduled and delayed several times over the course of 15 hours and we had to sleep at the airport. The final attempt to reschedule our flight was on an overbooked flight and they could not seat us. We were told the only available flights would be many 5 days later! This caused us to miss our entire trip. The counter agent told us to call Aeromexico and maybe the operator could be of service. We called and was on hold for nearly an hour before being given an email address as a source of contact. There is no one to speak with regarding complaints or flight cancellations. The company only communicates via email.

Horrible customer service!!! I wrote an email explaining what had happened. The company responded saying since they offered us a flight, even if it was 5 days later, they would not refund the tickets nor offer a credit! We spent over $1400 on two tickets and they could not even offer a credit! DO NOT USE THIS COMPANY. FLY WITH A COMPETITOR.

When I suggested other flights they got to work and had us booked through Mexico City, Vancouver, Seattle but this took another 1.5 hours to perform! They flew us to Mexico City and gave us vouchers for airport transfers, hotel, and meals. But before leaving the airport for the hotel we needed to "validate" the vouchers: Get in a regular check in line and wait 35 minutes to see an agent - who again typed away for 10-15 minutes to print vouchers to get vouchers! Present the taxi stand a voucher and get them to issue a taxi their voucher - another 15 minutes!

At that point we had been "Aeromexico hostages" for over 12 hours!! 40 minute drive to the "inconvenient" hotel to arrive at 9:45 PM. Food vouchers could only be used in the hotel restaurant starting at 10:30 PM! We had a 3:30 AM wake-up call to return the airport!! I've complained to the airline and will do everything I can to discourage all from using Aeromexico. I know that you must get many complaints about Aeromexico lines. They move at a glacial pace compared to ANY OTHER AIRLINE. The issues that they could overcome were in the computers. The pleasant agents tapped away for hours... No other airline uses antiquated systems like them. I've been disappointed by Aeromexico many times in the past BUT IT WILL NEVER HAPPEN AGAIN!! The issues that they could overcome were in the computers. The pleasant agents tapped away for hours... No other airline uses antiquated systems like them.

Also, for unknown reasons, I received e-mails from them in which they confirmed two reservations, that I never requested, with different return dates, what an awful mix-up, not only are they rude but also incompetent. I strongly discourage anyone who is planning to fly Aeromexico: poor staff, bad service, terrible food, etc. I have travelled all over the world and this airline is definitely one of the worst. I do not recommend it, Aeromexico never again.

I've tried to reach this young lady named Sandra, but no email for her, coworkers say they don't know who she is, and don't have ways to contact her through their systems. From June 2018, all the way through Sept I had to deal with people hanging up, people being rude, not listening and just going by their supposed notes. We all know how customer service works. But I've tried to get someone to listen, and no luck. I can honestly say, unless I need to fly with Aeromexico, I probably won't do it again, or recommend them.

Nothing they can do. Only option is to purchase a new ticket and forfeit the ones we already paid $1600 round trip for. I asked for a concession and see if they could change the names on the return flights which were purchased separately anyways. And they said no. I was willing to purchase two new one way tickets so the four of us could all leave that night as planned, they said no. There is no more space on the plane. So basically the two tickets we had to forfeit could not be classified as available seats. And the two friends would have to fly out the next day on a 12:30pm flight that would cost $22000 pesos each round trip. Round trip would have to be purchased to show proof of return.

I decided we would all not board the plane and split up the group and went back to our apartment in TJ. I called customer service with no luck. I asked for a customer complaint number and they said they only have an email for that but it would take up to 10 days for a response. I wrote my email and have not gotten a reply or heard back since. Only got an auto reply they got the email and assigned me a case number. I tried to explain that when I booked the flight for the 4 people in California, the English site would not allow me to input two names in the Last Name box. Not knowing the significance of last names for Mexico I simply input what I thought was the last name of the to Mexican citizens. Only to find out later I had used their maiden name and not their last name.

The airline told me if I had used their last name instead, they would allow us to board. In a sense the airline had no interest in helping out their customers due to their own error in programming on their website and no warning about having complete name was ever on their disclaimer or warning banners. We ended up canceling our trip because we did not want to spend an additional $3500 dollars for new tickets and let alone give the airline more of our money.

We lost out on half of our AirBnB reservation and I lost my opportunity to propose to my girlfriend. I had arranged plans and made specific reservations in Costa Rica for this. We are traumatized by this experience and would never use Aeromexico again. I am on a mission to spread my word so others do not experience the same fate as us. We are all paying customers. We deserve to be treated as such. In my opinion this airline just wants to find ways to take more money from you and use your desperation as the controlling factor. It’s wrong and people deserve better.

Original Review: Nov. 6, 2018

I've had bags lost on other airlines, and I have had immediate help. I've had my bag delivered to me in Mexico within 12 hours. I've had my bag delivered to me in remote areas of Siberia within a few days. But with Aeromexico, despite one seemingly helpful person at the airport, nothing. Everyone on the phone reverts to, "There's nothing now that we can do than have you email this email address, no supervisors can see where the bag is, add an address for delivery if found, nothing, just call two numbers (where no one answers, or a third that doesn't exist given to us by a customer service rep on the phone after being on hold for 5 minutes), and wait. Wait. Accidents happen, mistakes happen, but this is red tape waste of time meanwhile with lost luggage affecting a trip. Very unimpressed with the ridiculous circuit off incompetence.

When we were finally lined up to board, we were told we’d need the immigration form we’d been given when we arrived. No one had ever told this that we’d need the form once it was stamped—not upon arrival and certainly not during the two hours we sat at the gate. Since my boyfriend didn’t have his, he ran to immigration to get one. This only took about 10 minutes, but immigration asked him to go back through security. When he got to security, the security guard told him that he couldn’t come through because it was past 7:30–the agents had never been told that Aeromexico flights were delayed, and so he thought our plane had already left.

When my boyfriend called me to tell me this I asked the ladies at the front desk if they could page security to help get my boyfriend through. They said they would not. Then when he finally did get through security (with no help from Aeromexico staff), the gate agents would not let him onto the flight despite the fact that it was still on the tarmac. When I went to the front of the plane to tell the flight attendants that my boyfriend was at the gate, they said that they already told me they would not help me. Meanwhile we sat at the gate for another 15 minutes.

The gate agent then told my boyfriend to go to another gate where he would be booked free of charge. Once he got there he spoke to about five different people who said they had no idea what he was talking about and that he’d have to purchase a new ticket (not a change-fee, mind you) for $600. When I called to ask for a refund for the lesser ticket that was never used, I was given another set of nos and not possibles. Overall, Aeromexico is staffed with rude, unhelpful staff that can’t think out of the box or be the slightest bit flexible in solving situations they themselves created. Don’t bother.

On landing Amsterdam I enquire with Amsterdam police and other all concerned officers, they told me it's a cheating case and nothing as such is required. I asked the Aeromexico supervisor in Amsterdam (Gate F3). She spoke rudely to me questioning my legality, my nationality and spoke rubbish things to me. She asked to show my work permit card which we are suppose to submit while leaving Mexico and I already had done that. When I explained her that I submitted while leaving Mexico she said, "You Indians do illegal things without visa in Mexico and that is why you paid the amount." One supervisor says I need to pay for transit visa just to enter the airport of Amsterdam and other questioned my legality which is baseless. What kind of scam is this?

But every time they asked them to help them they were very rude to my daughter's aunt and her grandpa and barely helped them. They waited online for a long time only to know it was the wrong line. Then they went to another line which this guy who also worked there told them to go to. There were machines on the line where they waited to go through to check in the luggage. It was finally my daughter's turn to go put her information of her flight on the system. They checked her passport and scanned her flight ticket. The guy that helped them said that they didn't pay the luggage even though I did pay for it. The guy said that I had to pay 500 pesos Mexicanos to him so that the luggage can come with my daughter.

My daughter asked another guy that worked there if he could help them. She explained what had happened and he said to go over to the other line to check in because this is the wrong line. The other guy that told me I needed to pay interrupted my conversation with the guy that was helping me. The guy who said that my daughter luggage wasn't paid then told them that the machines weren't working.

My daughter and her aunt left to the correct line to check in her luggage. They finally check in only to find out that my daughter luggage couldn't enter the plane because it was already too late. They said it was fine and they explained what my daughter should do with my luggage. It was already late. They ran fast to go through security but she couldn't pass through because she is underage. My daughter is fifteen and I remember calling and saying that it was okay for her to go since she was fifteen. It took her forever and the ladies who worked there said she needed to get a stamp. Her aunt had to get it which wasted time and then she finally got the stamp which said minor.

My daughter then rushed to get to her flight and it was early for her still. When she got there in the plane already took off. My daughter lost her flight because the people that worked there gave them the wrong direction and barely helped them. They got there at 6:00 am and it took them a really long time. They wasted my daughter and her aunt's time trying to find where to check in. I had to buy another ticket the same day. It cost me 500 dollars. The next day I checked in with the company to buy the ticket and they told me that Aeromexico that my daughter didn't show to the flight. My son called Aeromexico and didn't give him information and said that my daughter was not accompanied by no one even though her aunt and grandpa were with her. They didn't give us a refund on the flight that my daughter had missed because of the people who worked weren't helping them at all.

Once we arrived we had 5 minutes to get to our plane which was on the other side of the airport. Impossible! Once we arrived at the gate the agents were completely since as they laughed and typed on their computer. Finally they told us the plane left 30 minutes prior and it was not their problem. They laughed and told my husband we were stupid because we scheduled our connecting flight 2.5 hours after arrival. After my husband argued with them for 30 minutes they did give us new tickets but that just caused even more chaos.

We were issued new tickets for a flight 8 hours later, with no hotel accommodations, and the new tickets caused us to miss our next flight. So after much argument back and forth Aeromexico issued all new tickets for entire trip back to United States without additional charges. Or so we thought... Once it was time to board Aeromexico to Los Angeles they kept changing the gate number without announcing it on the board or through intercom. So we go to board the plane and are told gate has changed. We run to other side and then are told gate changed again. Finally board the plane, and head to LA.

Once we arrived to Los Angeles it was determined that Aeromexico failed to issue our children's tickets for the final lag of our trip though they ensured us back in Mexico City they did. At this point the final destination tickets were through Delta. So Delta then ensures us tickets are fixed and once my husband and I board the plane our children are held back because their tickets didn't work AGAIN. Finally after my kids freak out because their parents are already on the plane Delta allowed the children to board the plane. This wasn't Delta's fault, Aeromexico issued the tickets for us but they couldn't even do it correctly, causing more delays and stress.

I did not ask to be compensated for my extreme discomfort and inconvenience, simply the difference between the economy fare and the cost of the upgrade. There is no punitive component to the compensation I seek. Aeromexico has offered a credit for a future flight. A flight credit does not acknowledge my complaint, and does not cost them anything (in fact, it benefits them as it would likely result in further revenue to purchase travel with them). Why would I take a chance on flying again with them when their equipment is in disrepair and their concern for the customer is lacking.

Next day went to airport to make sure all was good to fly, only to be told we would have to purchase new tickets, because we were not on original flight from Mexico to Oaxaca... hello, needed passports. We had no choice but to pay. If we would have known that, we would have taken the 6 hr bus ride back to Oaxaca. Who would think you would have to buy a ticket you already paid for. No good words for this airline. Customer service should be a main concern with this airline at the least. One star is way too much to give, but no other option.

So now I'm stuck in Guadalajara with no access to any cash, no cell phone signal without wifi, no clothes...this is a total nightmare. When I got to the Information desk, the man behind the desk was laughing and joking with his coworkers and completely nonchalant to my frustrations. I WILL NEVER USE THIS AIRLINE AGAIN! THE ABSOLUTE WORST TRAVEL EXPERIENCE OF MY LIFE! DO NOT FLY WITH AEROMEXICO. Not to mention, when you call to complain, there is no one that can assist you. You can only complain via email. This company is a complete joke!

He had to spend 24 hours in the airport trying to call home with no help from the airline. When my husband went to the airport to pick my father up. He called me to say his flight landed 40 mins early. Which means the connecting flight did no wait for him even though they knew he was in the airport. There was no announcement in the airport.

We started calling looking for him. My aunt was calling from Mexico and is from there. They were able to tell us he made his first flight and that he purchased another ticket. Which proves he was in the airport when the plane left early. I called the next day trying to speak to a manager get his money back. They said I had to email. I emailed I just received a response stating they won’t compensate because he has to be an hour early. It was a connecting flight. They had to take his luggage off the plane.

Assuming they were stand-by passengers, I showed the gate attendant my boarding pass and she unapologetically informed my partner and I that the flight was closed and that we would not be boarding. As she told us this, two women who were waiting at the counter with us were let through the gate. Frustrated, as there was still 15 minutes before the flight was scheduled to depart, I reasoned that we were on time and that the plane was still here. She told me the flight was full. Presumably, they had overbooked the flight and let two stand-by passengers on and denied my partner and I who held legitimate tickets.

The customer service with Aeromexico was frustrating and dissatisfying to say the least. We were sent back and forth between different desks trying to rectify the issue and get moved to the next flight to Managua. The attendant at the boarding gate sent us to an information counter a hundred yards away. From this information booth, the gentleman behind the counter directed us to the other end of the terminal, to a bay called L1. Here we spoke to a female attendant who told us to speak with someone at bay L2. At L2 we spoke to another male attendant who told us to go to L3. At L3 we were finally told to speak with the supervisor at L1.

Frustrated by Aeromexico personnel who seemed to be offloading our complaints to other people, we went back to L1 and requested to speak with the supervisor. The women who spoke with us did not listen to our story, and only said that we had enough time between our two flights to get to the gate on time, and there was nothing she could do. My partner and I were upset, but we weren’t going to change our travel plans since we had already booked return flights from Managua. So, out of pocket we each paid another $740 CAD for the 2 hr 30 min flight to Managua the following day. They only had one seat on the 9:10 flight, and one seat on the 15:40 flight. When asked about flying standby to get on the same flight, no Aeromexico personnel seemed to understand and continuously told us we could not since the flights were full and because we had tickets for different flights.

We took a taxi to a hotel just 15 minutes from the airport, and the next morning my partner came to my 9:10 flight in case there was cancellations or missed flights. We checked my bag but kept his carry-on just in case. This time we arrived at the gate 2 hours early so we did not miss the flight. We asked about cancellations and there were none; the flight was not only full, but in fact overbooked by 4 passengers. One gate attendant told my partner he could not be stand-by for my flight because he had a boarding pass for the afternoon flight.

After I boarded the plane, my partner informed me that he spoke to a different gate attendant and told this man our story of missing yesterday’s flight, informing him I was already on this flight, and hoping to fly standby if there is any availability. Finally, one person out of 10 Aeromexico personnel that we spoke to understood our request. He understood my partner’s wishes to board this flight even though he was booked for the afternoon flight. When my partner boarded the plane, he told me that the gate attendant had stopped 4 people who all had legitimate boarding passes, telling them the plane was full and the gate was closed. There was still 20 minutes until the flight left. Instead, there was only one seat left on the plane, and my partner was allowed on.

Although we flew on the same flight, 4 other people were now experiencing what we experienced the previous day. Aeromexico overbooked this flight, and likely overbooked our original flight as well. After returning home and reading Aeromexico reviews, I understand that Aeromexico flights are often overbooked, and many others have encountered similar, dissatisfying experiences and submitted complaints. Looking at my boarding pass, I see the flight departure time to be 9:10 March 11, but there is no indication when the gate closes.

I have been on numerous individual flights in my lifetime, and only a few times have I missed a flight due to unforeseen circumstances such as weather, mechanical issues, and flight delays. All of these times I experienced great customer service and received new boarding passes free of charge. Aeromexico is the only airline whose flight I’ve missed when being on-time, and still had to pay out of pocket for a new ticket.

Furthermore, we had a frustrating experience flying home from Managua. We checked into our flight the morning before we left. The flight was booked to depart Managua at 19:23. At the end of the online check-in process, an ‘error’ page informed us that we could not check in due to an error and we had to call customer service to rectify the issue. My partner called customer service 6 or 7 times, and each time the call was answered in Spanish, and the call ended within 3 seconds. Finally, my partner thought to contact Aeromexico through Facebook. The Facebook Aerobot took approximately 30 minutes to find a ‘real person’ to speak with us. We were informed again to call customer service and press 9 for service in English. Again, the call was answered in Spanish, and after we pressed 9, the call ended again. Instead my partner explained over Facebook messenger that we had flights booked for that day, but were unable to check-in.

The Aeromexico personnel told us to email Aeromexico to get a complaint number so that they could process our request. They also requested our boarding passes to prove that we had boarded a flight out of Mexico City into Nicaragua. Ultimately, the issue was that they had no record of us being in Nicaragua, since we did not complete our original travel itinerary due to our missed flight out of Mexico City. We had to submit proof that we boarded a plane out of Mexico City and legally entered Nicaragua. Thankfully we had kept all hardcopy receipts and boarding passes from our extra flight since we purchased it at the airport and received no email confirmation. This process took another 1 hr 30 mins. We were continuously told to be quick because ‘time is running out’ and they had to process our request quickly to re-issue us tickets or we might not be allowed on the flight.

Again, this unforeseen issue was another incredibly stressful experience. We had flown Aeromexico every flight, so it should have been in their records that we boarded a flight March 11 to Managua. Instead, we had to send pictures of documentation with my name and my partner’s name, and our flight numbers. Our flights were reissued in the end; however, this process should have been painless. Instead we racked up our roaming data bill since we prioritized our flights home over our phone bill. I have no complaints about our actual flight experience with Aeromexico, however, our overall experience with Aeromexico customer service was immensely frustrating and dissatisfying.

By this point we were missing the first day of our resort and vacation. We had to wait in horrid run down terminal 2. We decided to book a different warier flight with another airline. When we went on our return flight (booked again on Aeromexico - never again) they made us pay $200 US each extra to get on the flight even though it was their fault they and gave us so much grief about baggage. They were rude, cold and the worst customer service. I left in tears. We had already paid for all tickets but said we didn't take them the whole way so had to an extra? Ridiculous. The staff are awful. Don't make our mistake. Stay far away from Aeromexico. It's unbelievable how bad they were. Stay away.

"Once again, thank you for taking time to contact Aeromexico via the BBB about your case requesting refund on your tickets; we would like to thank you for your continued interest in this matter. I regret that the response you received was not what you expected. Aeromexico would like to make it of your knowledge that we must decline any requests for further review, pertaining to the same issue (refund). I hope that you can appreciate and respect our decision, even if you continue to disagree with it. I also make of your knowledge that there was no attachment in your response, so the waiver has not been done yet. Thank you for allowing me the opportunity to again respond to your request in this matter."

I have called this airline 3 times and each time the staff has come off as if they don’t understand English or unsympathetic. After yet another unsatisfactory call with an agent, I ask to speak to a manager or someone who can actually help me. I admit, a bit rude of me, but as someone who has paid 1700 USD to this airline and has received less than average service, I feel like I can be slightly justified. After hearing this, the agent hung up on me!! I called back to report the employee and have been on hold for 26:45 seconds and counting.

I hopefully can get some money back and reset those tickets to economy but with the reviews on here it seems doubtful. NEVER FLY AEROMEXICO because they will charge you a fortune without even telling you. I'm miserable because I had to spend my entire savings for this trip just to fix a flight issue that should have been no more than a few hundred dollars to correct. TL:DR: Missed flight, paid $2800 to fix it.

A customer was yelling asking for the employee names. I keep waiting people started going by section ok. In my line where 5 the others were about 25 in each line the employee were not even checking the section and they announcing whoever want to in the next flight will get a 500$ vouchers. The flight was full. I was worried. All want is to get home. Since my line wasn't moving I ask why. I was ignored. Waited my turn and I get there. The attendance was rude look frustrated. She goes the carry need to be register. What you mean if you like or send you to pay I didn't understand but why? Turn around didn't let said anything else. My Kate Spade carry on had no lock and the weight was less than 10 lbs and since I didn't know what do ask again and she goes, "Go paid" and "No I already paid" and all I heard "Came on give your documents. I going to send you to a massive inspection."

I said, "Fine". Alan ** took the documents from my hand and make me take shoes and search everything. I told the agent, "Do what you have to do". He look at me like he was in the middle of unfair situation just because of the overreaction on behalf of employee. I'm was in fair feel mistreated. I'm a US citizen. I travel a lot. This people are doing they own rules representing a company and making look bad with the issue Mexico has. I was in fear of my life. What about if I stays here? Omg. After the embarrassment I ask for their names Diana ** and Alan ** both need to be retrain.

At 11:55 I checked online on Google by typing the flight number and got shocked to see that the flight already departed on time. I immediately contacted customer service to inform them and they said that they can't help me and that I need to email amcomplaint@aeromexico.com for a refund that would take 6 weeks or rebook free of charge or possibly no compensation at all. I wish I booked with Air Canada or WestJet, despite the difference was $200, it certainly is worth it. Wish I read the reviews from people about this airline before I considered Aeromexico as an option to fly with. The toll free number on their website connects you with employees that have no ethics in work with poor communication skills.

Extremely disappointed with Aeromexico. It's been time consuming and no one is answering to us. It was bad enough last year, when I couldn't come home on my flight to work the next morning. Now that we can use it and were told we could transfer it with my permission, I can't get ahold of anyone. All we want is to make use of this voucher so the grandma can meet her baby granddaughter. To give one star is overrated. Do not recommend at all.

Explain just talk to someone and was helping me. They said it's impossible. How can they help people and trying to help and get the information. Also asked for supervisor, they can come to the phone. This is very poor services. I am going to keep trying but they need to be more helpful, other travel airlines they take care of the problems. Dont appreciate to be treated like that. Also send several them messages no response.

Finally they said because we missed one leg of flight they gave our return tickets to someone else. Too bad. No seats left. When we requested a refund, they said a supervisor would call us. That was 4 days ago. We had to get home to California so we had to pay another $800 for a flight home with American Airlines. I can't get a hold of anyone at this company. My calls keep getting dropped. No one responds on the customer service request page. We are out $2,000 + a lot of time and inconvenience. What kind of company treats customers like this???

So then after waiting at a perfectly good airport, the pilot decides to take off and go back to Mexico City to an airport that is closed with no flights because of earthquake damage. Circled another hour and landed. Waited in line 2 hours at a temporary counter to get rebooked on a possible flight the next afternoon. Was treated like crap. No, earlier flight, no hotel voucher, no food, no water, and was told to go wait "upstairs" for 24 hours. There were aftershocks and lots of broken windows and rubble at the airport. I was fortunate and got us out of there the following day on another airline. Why on earth would you hold someone captive on a plane for over 4 hours and then decide to go back to a natural disaster site??

The city and airport were in disarray and there were no hotel rooms or flights to be found. My heart goes out to the victims of the disaster, but why would you add more stress to the situation by bringing a plane full of people back and dropping them off? Our rights and decision making skills were violated that day. There is no excuse for this level of incompetence. Imagine, these were the people we trust with our lives. Never again will I put myself in a situation like this again. My wife was traumatized and our vacation was ruined and overshadowed by this event that could have easily been avoided. I will never fly this airline again and I will warn all of my friends and family to stay away.

In our return to Canada, the desk of Aeromexico made our check-in late without mentioning us that the flight was closed. It was terrible for me with my 2 children and the employee threatened us with the police because they wanted us to raise stamps on Immigration. My children were scared. I had a surgery days before and the situation were terrible for the regular recovery.

I went the Department of Health of the Airport because I was very affected with the problem. I have reports of the time they received my luggage and all the proofs but when I sent the client department of Aeromexico. About the situation they decided to offer apologies but they still they have my money and nothing about compensation and the answer to my report about the situation only has a words that make me a client really abused by Aeromexico.

When I called I was connected after a very long time to an agent, who I presume was in Mexico, and sounded like she was a tape recording and kept telling me the same thing over and over again, which was that I would have to pay for a 1st class 1 way ticket with a cancellation cost of £300 pounds which was the policy. She informed me that there was only 1 first class seat left for the next day’s flight. I told her the check in staff who I was standing with informed me there were plenty of seats for the next day’s flight in economy (“Scam Number 1”).

I asked if there was any discretion in an unfortunate emergency like this as the bank teller forgot to give me my passport back and I would have to go back in the morning to retrieve it. She proceeded to repeat herself in terrible English, like a parrot, that I had to pay for a 1st class ticket If I wanted to travel with them!! When asked how much she said the cancellation fee was £300 pounds. I informed her to go ahead as I had no choice at which point she changed her story and said I needed to pay £1,288 instead. I asked how come when she just told me it was 300 pounds and she said that was the fare for a 1 way 1st class ticket.

The conversation went on for a further 20 minutes with the agent who was the most ignorant poorly trained customer service agent I have ever spoken to in my life, going around in circles. The woman sounded like a robot with very poor grip on English who was reading a script, with no emotion, empathy or sympathy to my plight. These crooks mislead you and try and upsell you after knowing of your distress.

Aeromexico has the worst customer service with the most poorly trained employees I have ever spoken to. The cabin crew on every flight look miserable and unhelpful with some being downright rude on a few occasions. Food is absolutely terrible, but unfortunately after having travelled all over the world I found this to be the worst airline ever, even worse than some of the bad airlines I have experienced in some of the ex-Soviet states. Third world airline with 3rd world service. They should be named and shamed in the media for ripping off people who are genuinely in despair and distress. 10 out of 10 for being the worst airline in the world.

Keep up your poor reputation Aeromexico because I would rather walk than fly in one of your airplanes again. Now stranded in London with no means to pay for another ticket after you have probably sold my seat as a last minute deal online and then tried to make me pay over 25,000 pesos for another 1 way ticket!! Please check their cancellation or missed flight policies before booking especially booking online through the likes of Booking.com, Expedia etc... who never send you that information, which should be in the confirmation email they send when you make a reservation. Very sneaky buggers. Everything is geared towards trying to mislead people to upsell their products or allow people to miss their flights as they very rarely display the correct flight information in airports about the gate number, delays or time of departure at which point they ask for more money to sell you another ticket after misleading you.

Then finally I cut the line and shifted to the zone one, where everyone was, and my ticket didn't scan... I asked, "why". Attendant replied, "just wait by the desk". I went over to the desk and asked the other attendant "is there something wrong?" She replied "give me a second". Other customers went through, she helped others as I stood there becoming infeasibly anxious because my flight was about to take off.

After 20 minutes of not being acknowledged, she placed my tickets on the counter and said your new seAts for both you and your boyfriend have been changed... I asked "why", rudely she replied "because we have minors traveling alone"... no apologies for having me wait there- I walked away with my tickets - extremely upset. Upon boarding the plane I noticed the two individuals that took our seats... an elderly man and a woman mid 30's. My seat was changed for these "minors"? What did they do to get my seats? Did they pay the attendant cash? Very poor customer service.

I have sent NUMEROUS follow ups to this so-called "customer relations" and have received no response. So, I called the 1-800 number and their response... you have to contact "Customer Relations" via email which I have done numerous times with no Response. Then the rude individual on the phone said, "Oh, they are incorrect... it take 4 to 6 weeks to get your refund". FOUR to SIX weeks??? Are you kidding me??? THAT IS RIDICULOUS AND THIS AIRLINE IS A JOKE!!! Piece of advice to EVERYONE. PAY THE EXTRA MONEY AND FLY WITH A REAL AIRLINE. Aeromexico is NOT worth the hassle!!!

Then, I rushed to Cancun Airport in the hope of changing my ticket there. I contacted Aeromexico, since my first flight was with them. They looked indifferent and impolite from the very beginning: they told me they didn't have access to the database of KLM and couldn't do anything for that. I ask if there was any representative of KLM in that airport, they said 'no'.The only thing the did for me was to call Delta, another sister company of KLM.

When the Delta employee who tried to help me asked for the flight number of my Aeromexico flight, I asked the employee of that company about it. She said in a rude way that she doesn't have access to my passenger information and that she couldn't help me. I told her many times in Spanish and English that I only need the flight number of the next Aeromexico flight to Mexico City. She kept on repeating that, although I was trying to make clear that she didn't need my passenger info to find that. At the same time, she wasn't working with anything else, she was playing games on her smartphone and listening to music. In the end, I was threatened by another Aeromexico employee that he would call the police. I had to walk 30 m and see the flight number myself. then, the Delta employee had hang up and I had to start over again rebooking my flight.

The whole rebook took me over 45 mins in the end. This is the second part of my complaint: if KLM sells me a ticket with another air carrier, they needed to guarantee me that the other company would give the same service as KLM would give to me. This means full access to my passenger information, helpfulness and politeness.

My negative surprises with Aeromexico don't stop there. When I would finally fly back to Oslo, on Feb 27th, got the same msg, that my passenger info wasn't available. After 10 mins, the employee finally found me. However, she gave me a new boarding pass with another seat than the one I had got the day before when I checked-in online. The new seat was much more uncomfortable for a big-sized man like me. Again: if KLM sells me a ticket with another air carrier, they needed to guarantee me that the other company would give the same service as KLM would give to me. This means full access to my passenger information, helpfulness and politeness.

Then a girl came on and it took over an hour to rebuy a ticket. First she put credit card information in wrong and said my card was denied. I asked her to read back card and three numbers were wrong. Then I looked at my watch and explained to her I had been on the phone for over an hour and had to go to work in 10 minutes. She said we are just about done. Gave her my email address 3 times and then said to her "I just received the charge on my credit card and I wrote down all the information you told me". But, I now have to get off the phone. I asked if she was done and she said yes and would send the email to me. I got to work and checked my email and it says, "Your set and soon will be on your way." I scroll down to look at info and it was the old info from the cancel ticket.

I called back and was transferred 4 times only to be told she never completed the process and canceled the ticket. Then because she canceled I would have to rebuy the 2 tickets and pay double the price. What??? Because she was incapable of doing her JOB correctly?? I was transferred to customer service and then was informed they have to start a case, even though I was already told they could see she had all the information but just never finished. Customer service girl said it will take up to 10 days to investigate and fix the problem. Unbelievable and I still don't have the tickets and I'm pretty sure, based on my last experience with Aeromexico this will not get taken care of to make it right. This will be my last time flying on Aeromexico.

I had a iPhone 7 stolen along with 5 pair of puma tennis shoes, 5 Levi jeans, 2 used phones, 12 pair of Adidas socks, 1 jacket and 1 blue tooth. I also had to pay for a room for the night in Mexico City as the flight was delayed due to the pilots did not arrive on time in Denver which made my connecting flight delayed until the next day. I had family members having to spend the night in Guadalajara until I arrived the next day. My luggage did not even arrive with me until 4 days after my arrival in Guadalajara. When the guy brought my luggage that is when I noticed things missing.

I was never told they were sorry or if there is anything they could do. They really do not have any customer service skills nor do they assist in making sure things run smoothly when it is their fault not mother nature nor the customer. I am trying to get this issue resolved but I keep on getting closed doors. They hide the owners and you cannot get anyone to assist you to get this resolved. You cannot get any of importance to answer your questions and get answers. This company needs to put out some phone numbers or e-mail addresses of their executives in order to get issues resolved.

I called to book another flight that was about the same price as the original around $800. There was a whole bunch of hidden fees that I was not told about at the time of the cancellation. They quoted me OVER A $1000 for another flight that was the exact same price so they actually wanted me to pay more than the flight was actually worth?! I am absolutely furious with this company. They should not even be allowed to operate if this is the way they treat people.

Finally a young couple noticed and came over to help me. I showed them my ticket with the flight info saying I had not heard any announcement or seen anything posted. They took me to a small counter and asked the woman about my flight. She advised them the plane had left!!! I spent at least an hour trying to get help only to miss my flight!! One lady said to me "welcome to Mexico". Aren't they great??? (sarcasm). I was told in broken English that I had to go to a different area to get my luggage. I couldn't find the area so I went back, told the young lady that she would have to show me. You should have seen the look... She took me to a very small hallway where they took my ticket and passport and said I would have to wait.

1/2 an hour later someone came to get me and show me where to go... A nice gentleman got me a cart for the luggage and out I went to where I didn't have a clue. Thank God Sterling was on the phone helping me!!! I go to an Aeromexico counter to get some help and advice. I was told that to get the next flight to Nicaragua would be $848.00 US!!! Are you kidding me??? No he said... No offer of taking the cost of my connecting fight off that I had already paid. Nothing!!! To go home would be 400.00 and something US. Guess which one I took.

Anyway that flight was not until 1am in the morning (12th). It was now 2:30 pm on the 11th. A porter saw me in tears again, probably looking like a deer caught in headlights and came to help... God love him. He spoke English!!! He took the cart with all my luggage and took me to some hotel kiosks to try to get a room for the afternoon. Well guess what... Most of the hotels and people do not accept service dogs!!! Well we finally found one!!! I thanked him. Gave him a huge tip. He as was so kind and helpful and I could not thank him enough.

Off to the hotel we went. Poor Whiskey. What a day for him. His first long trip and this was what he had to deal with. We got to the hotel. I got him some much needed water and food then we both relaxed for a bit. After about 2 hours we went for a long walk just up and down a small park across from the hotel but enough for him to get a run, have a very long pee. Then back we went. I had to be back at the airport by 9pm. So off we go. I guess what... The same treatment. No posting, no announcement. But it was only 9 so it would be a couple of hours. So we waited... I did meet a wonderful lady from the Amazon and we talked for at least an hour. I asked at the little kiosk if there was a gate yet. This was about 10:30pm. Yes gate 62... Off I went to the other end of the airport.

I started talking to a couple that were off to Ecuador at 1am. We talked for a bit and the man went to check on the gate for their flight. They came back at about 11:30 telling me that their gate number and time had changed and that I should check mine as a few had been changed. Off I go back to my starting place. The gate had changed to 75B and it was on the board!!! No one was there... So I asked an Aeromexico ground person. He told me to go down to the Aeromexico counter at the end of a different area... Off I go. No listing people boarding for somewhere. Nothing for Toronto. Back I go to tell this man. He turned his back on me!!! I go down towards 75B, saw a Aeromexico lounge and thought I could ask in there... No one there. Lady for the airline speaks no English.

A man comes over, asks if he can help and points me to the right counter and it is not the counter the rude man told me to go to. Off I go... And I get the gate number it changed. 67 dear god. This change was not posted at all. I almost missed a second flight. Get this... The agent did not offer to use my 2 outstanding tickets to get me back to Toronto. However I can use them as a credit before November the 8th. There is more to the story... Later. Now I have a ticket with a credit. Why could they not use it at the time???

And guess what happens if you don't make it at the time they change the flight to? You have to pay $400 for EACH PERSON. I don't know about you but I do not like taking risks. It doesn't matter how much you complain. They won't refund you or give you anything free or put you on the next flight. Not sure why the flight left early since JFK airport was empty and terminals were empty so it wasn't about "traffic" within the airport. It's just a scam to get more money (the flight was for 7:10am). Also other airlines that were scheduled for a certain time waited until that time to depart but not Aero Mexico. Aside from that if you get there really early they do not tell you your gate number so you are just there wandering around waiting for it. And sometimes they put it up last minute and that's how some people miss their flights as well even though they were there 3+ hours because they only inform the people that got there later.

Also the night before my flight I did not sleep so I was checking the times to make sure the flight wasn't cancelled or delayed since it was raining a lot in NYC. Well... I saw something fishy... I saw that the arrival time was one hour early than its original time but the departure stayed the same. Why the hell would you just change the arrival and not the departure?! Very suspicious. Too bad I had to learn the hard way when I finally got to the airport. AFTER the plane had left that's when the departure and arrival changed. How sweet of them.

Anyways... don't end up like me and my boyfriend... We decided if we would've paid $800 for the next flight (which wasn't even going straight to Cancun, it was going to Mexico city then we had to take another flight which means more $$$) we would've lost more money. So we decided to stay. We lost $1300 in total and were very sad and upset that we couldn't go on this vacation.

Curious little me decided to check the flight for the day we were suppose to return back to NYC. I checked the flight and guess what? They had changed the flight time and it left early again!!! I am pretty sure some people missed their flights and were probably stuck in Mexico. I personally would rather be stuck in my home country than a foreign country and feel lost and confused. I don't know what's wrong with this airline and leaving extremely early (not just by a couple minutes) but it's clearly a scam to get money out of people who aren't there REALLY early. Like if you are the type of person who wants to wait 8+ hours in an airport to "make sure" your airline carrier doesn't leave you then go for it. But it's honestly a waste of time when you can use another airline.

Honestly, pay the extra money and use American Airline, Jetblue, United, or Delta. Even though these airlines might have flaws as well they would never change the flight time last minute and not inform their customers from my experience. They usually leave on time or a few minutes late. I rather be delayed than miss my whole vacation. Oh and let me not forget to add that after we "missed" our flight because they decided to leave early they make you pay a $200 cancellation fee... in what world?! I didn't miss my flight... AEROMEXICO set us up to miss our flight. I don't live across the street from the airport. A true nightmare in itself that nobody should go through.

We were there ready to check to our final destination, when an agent from Aeromexico called our names and said we had to go to their office because there was a problem with our tickets? We run to the office, after we already had been check security, got to the office asking for a supervisor. Finally one of the employees called another employee, he was the famous supervisor "Mr. **". This individual check in the computer and he was just wasting our time and saying that there was something wrong with the tickets, my wife said "How can that be? We left Los Angeles airport with no problems, what is wrong" she said? Then he finally said that the tickets were cancelled, that the airline had refused the payment because the tickets were too cheap?

My wife was furious and told him to stop lying because the bank paid since October 3rd. He didn't care. Said "Oh well. Too bad. Now if you guys want to continue with your trip, you have to pay $ 3800.00 dollars?" Why we ask. He said "Because that is the price now." We said we didn't have that kind of money, and we were not from Mexico. He laugh and said that was not his problem. We said "Then send us back to Los Angeles with the same tickets." He said no, and even if we paid the airplane had left and the next flight was not until December 21st. Then he left. Another agent came and ask what the problem was. We had to tell him everything again. He said well his supervisor was right, the tickets were cancelled.

We had to pay to come back to Los Angeles, $602.00. We never made it to Guatemala. My poor parents and family were devastated when we called them and gave them the bad news. On top of that one of my suit cases went to Guatemala, another problem. My wife had to send a copy of her passport to luggage dept. in Guatemala, so that they can picked up that bag. Very inconvenient.

If agent from contracted companies with Aeromexico are not authorized to provide discounts, your company has the responsibility to disapprove tickets prior to any initiation of a flight, and not during a connecting contracted flight, which amount to extortion. We feel we should be reimbursed the full amount paid of $1012.47, plus the loss of expenses on gifts for 400.00 the total of $ 1,412.47. We are not including expenses of our emotional, distress, and disturbing occurrence. This was our 30 hour nightmare. For all of you reading these stories, please do something about it, these abuse has to stop. Someone has to do something. Please HELP!

I told him that he was lying, Aeromexico took the money from my bank, Wells Fargo, and that if they cancelled the trip I was never notified nor my husband. He said "well! It is cancelled." And to continue our trip we had to pay $3800.00 dollars. Out of his mind we said, we begged to him to let us go to our country because it was not our fault that the tickets were sold to us at that price, and he had to honor the price $352.00. He said nope, we had to pay $3800.00. We said we don't have that kind of money. He said even if we paid, the next flight didn't leave until December 21st. We ask him then to send us back to Los Angeles. He said yes but we have to pay. Mr. ** was sarcastic, rude, unprofessional, and careless. Never again Aeromexico, never again Mexico.

We could literally see the plane and could have easily still boarded had she been a reasonable person. That was the last flight leaving that night. We had to rebook for 7am and sleep in the airport. This was such a horrible experience with Aeromexico. Rebooking for 7am also cost us an additional $180. We had to pay this charge for a flight that we should have not missed which is extremely frustrating. I should receive a refund for my flight and the woman at the gate was named Violette ** and works at the Tijuana Airport. Also the response I got from Aeromexico that she had marked us tardy is not acceptable. I'd like to see the security camera footage for that night at that gate. That would be clear proof that we were not tardy.

I purchased new tickets. Confirmation number: **. An hour later I received an email from Aero Mexico asking me to Web Check-In for my flight the next morning. I called and was sent to the US to speak with someone in English. He said he though my flights still existed but since I purchased it in Mexico I should talk with someone in Mexico. He sent me to a woman who said that my flight was still active but that I had to pay for it when I reached the gate. I asked her to confirm this because I would then cancel the new tickets I had just purchased. She said that it was risky to do so but if I wanted to she would refund them. The new flights were to leave at 9am and the original flight at 1:53pm. It did not make sense to keep both tickets so they were cancelled.

When we arrived early for our flight we were told there was a 1 hour delay which meant we would miss our flight to Merida. This meant staying in Mexico City for the night. The cost for the new tickets we were told was double the original cost because there were only seats in Business Class. I argued and finally they agreed to keep the same cost. We had to pay for the hotel. There was no offer to assist even though the delayed flight was the airline's responsibility. We made it to Merida after 20 plus hours of flying very frustrated and tired. We are traveling with my in-laws who are nearly 80 years of age.

On the 25th of November I receive an email suggesting I can assign seats and upgrade to first class for 600 pesos. On Saturday the 26th of November I called to have seats assigned for our return flight. I was hoping for the upgrade seats. I was told that there was no reservation for three of the guest. There was only one reservation under Confirmation code ** for Howard **. The other passengers had no tickets. I hurriedly looked through my email and found a new reservation for three of us Confirmation code **. The agent had no idea why the reservation had been split. I was told they could not assign seats unless I paid $ 26 dollars per seat per leg and that first class had been sold out.

When I began this process with Aeromexico I was told that there was no charge for seats assigned within 24 hours of departure. Each and every call with the airline took nearly an hour. The day before our outbound flight I was on the phone for 3 hours. This is one of the worst flight experiences I’ve had. We will go to the airport this morning with no seats and hope to make it home.

One of the women was catching the same connecting flight as I was to Peru. I learned that she did not have any baggage that was checked. I was informed at DFW airport that I would be required to claim my baggage, take it through customs, recheck it on to my next flight. We stood in line for about 30 to 40 minutes moving slowly. Eventually we as a group, one of us was able to speak Spanish, talked to the man who was pulling people out of line we got to change lines, in an attempt to speed up the process of security checking, looking at our passports. We were also assigned the immigration card. The clerk aimlessly pointed me in my next direction off to get my luggage. The woman who was going on my same flight told me “I will see you at the gate.” She did not know the gate number to tell me at that time.

As I entered the area where a carousel was wait for my luggage I met up with another woman traveling alone with her 11-year-old son who was waiting at the carousel for her luggage. We were on the same plane coming in from Dallas/ Fort Worth. We waited at least 30 minutes for our luggage. At no time were uniformed personnel the airport to which I could ask a question. When all the luggage was retrieved ours was nowhere to be found, mine and the woman that was on my same flight coming in. Then we got the attention of some uniformed personnel that came out of nowhere and asked us what we were doing in sort of an incredulous way. She pointed to another area that was out of sight and said that that's where our luggage was according to our flight information. We walked around the corner and sure enough there our luggage was. It was just our luggage that was left there. I had 2 pieces. She had 2 pieces.

We headed to the next stop that we were aimlessly pointed towards, no description verbally. It was the customs line and my baggage was searched and I was pointed to an area to put my baggage on a conveyor belt. This I understood was going to get my baggage on the next plane. I was again aimlessly pointed to an escalator saying that that's where I would find my gates. I began asking people if they spoke English to try and find my gate. What gate number. I finally got to an information desk where I was 3 or 4 people in line. I asked a man in front of me if how I could find out what gate I would be leaving from coma pointing to my boarding pass. He said with some concern that he had just heard the last call for the final boarding call and pointed to gate number 59.

I rushed over there. My passport, my money belts, my items that I had had in my purse that had to be removed in order for me to go through security check again all on the counter and I told my name to the clerk and she rudely said to me “Why are you late?” shaking her head disdainfully and shamingly. I started to explain and she cut me off and said it doesn't matter the plane is gone. I pointed out that I was arriving before the departure time of 1155. It was actually 1152. She stated "oh well it's just a few min minutes." Very sarcastically. She wrote on my boarding pass "late 11:55”, which was a lie. I was there at 1152 and I expected to get on that plane. So apparently the plane departed early. She said she called my name "so many times" and she further stated “You did not check your bags.” It was so loud and hard to understand. I explained to her that I just got through checking them and put them on the conveyor belt.

I begged her to let me on the plane. She said “I'm sorry you cannot get on the plane. The plane is gone.” And I asked her what am I supposed to do now. She aimlessly pointed and said “You must go to L2.” I asked where is it. She pointed and said “You must go to L2.” I was crying. So I gathered my things, put them in a safe place and I proceeded to go find L2 and turned out to be the Aeromexico counter for departures. I chose the shortest line. I asked someone if they spoke English. The nice lady I talked to informed me that this was the line to buy tickets and she pointed me and even facilitated permission for me to go ahead in the line to another desk. At that desk I explained I missed my flight, and I was told to go back to that short line and buy another ticket. I stood in line for about 10 minutes and then the lady behind the counter began tell us in Spanish, and I asked her for English, that the desk was closing and would reopen at 4 am.

Asked the lady where am I supposed to sleep. She told me there was a hotel on the airport property and I decided that I would get a room so I could feel safe, rest, have Wi-Fi connection that I could actually use to try and communicate that I would not be making my connecting flight in Lima, Peru. It cost me 222 dollars. My boyfriend was meeting me on Sunday morning. By this time it was about 1 am. I decided to try and call Aeromexico to inquire about a ticket to get to Lima, Peru. I was informed that because I missed my flight, after he quizzed me as to why did I miss my flight and ascertained that it was no fault of the airport or airline. Then he told me that I would be charged 300 dollars as a penalty for missing my flight and that my one-way flight to Lima, Peru would leave at 5 pm the next day and would cost me 1000 dollars.

I did not have access to 1300 dollars, not to mention I felt I would probably have to buy new tickets to continue my connecting flight in Lima to Cusco. No funds to do that and I felt I was being scammed and robbed. So I began inquiring about what it would cost to get me back to my origination of this trip that I started only hours ago. I had to pay 650 dollars for a one-way ticket back to Dallas/ Fort Worth. I got a confirmation number. I slept for about 2 hours, fitfully not resting. I woke up at 415 am and went down to the airport straight to the Aeromexico office and inquired about my baggage. I thought that it might still be in the airport. I was told that because I missed the flight that the bags were taken off the plane. I commented to the clerk "So they took time to take my bags off the plane but they couldn't let me on the plane?"

I was aimlessly pointed in the direction to check on my baggage. I asked a few people along the way and I was taken to a doorway where there was another security checkpoint. I explained why I was there to look for baggage. A gentleman who spoke English was summoned. He took my passport out of the room for about 5 minutes. No explanation was given and I felt very nervous that I did not have my passport in my possession. He came back and motioned me to follow him and I was taken to a desk where I inquired about my baggage. I was told after about 25 min that my baggage did end up on the plane and was gone to Lima, Peru. This gentleman processed a baggage claim for me and we seem to have worked out the details that my luggage would be flown back to airport in a timely manner.

During that 25 minutes I spoke to a woman who was traveling alone who I had seen in some of the lines I had been in and she was crying so asked her about her situation. She had many complaints about Aeromexico customer service, that she had missed her flight also come that it was not her fault. I must add that me or this woman never left the airport. All of the time we had between flights frantically spent trying to gain information and communicate with rude, mocking and dismissive airline personnel for Aeromexico. So she spoke Spanish and was able to communicate and obviously had the funds to purchase her continuing flight to her destination and was going to be late and extremely inconvenienced herself. After I completed my baggage claim I had to get back upstairs for departure my newly purchased one-way ticket back to Dallas/ Fort Worth airport.

There were never any clear signs pointing to how to get to the departure area so of course I asked someone and I was told I had to walk back through customs. So I showed my passport. I explained I had no luggage because it was on its way to Lima, Peru. My carry on scanned again for the 5th or 6th time. I was allowed to walk around some lines of people to through an area that I knew would take me to escalator to get back upstairs to the departure area. I went straight to the Aeromexico office again and explained to them I had just completed a claim to my baggage and I asked how do I find out what gate my flight is at. When I had talked to them earlier I had already gotten my boarding pass, there was no gate information on it. The gate had not been assigned at that time but I was pointed again aimlessly and told to go to K hall. I was told that I had to be one hour before departure.

I did find a screen departures and I watched it until it was time for me to just go to the gate area and search more how to find out what gate. I asked a few people who spoke English. The nice girl took me to a desk and asked if anyone knew what gate the flight was leaving to go back to DFW. About the same time the gate number was finally showing on the screen and I knew where to go. I caught my flight and came back to DFW. Was back at the FW and going through customs a nice officer inquired about my trip and briefly told him that I never got to finish it and that my bags were in Lima, Peru. He asked what airline was using and he said that the representative was going to be coming through there in just a moment that I should wait and talk to her. Was the first real customer service experience that I could say was excellent. He was just a customs officer for Dell for airport.

He pointed out the woman as she walked by and I asked her if she had a. I tell her about my experience over the last 12 hours with her airline Aeromexico. She dismissed me and said “I do not have that time.” Asked her if I could have some time with customer relations. She seemed to perk up and say “I can get my supervisor to talk with you but you will have to leave this area.” So I went in the direction she pointed again aimlessly and when she walked by me she avoided eye contact but I got her attention and asked her if her supervisor would be coming to meet with me. She pointed to me to go sit down and said that must her supervisor would be there. The supervisor never showed up. I was merely dismissed and rudely pacified.

I will never use Aeromexico again and I will tell everyone how incompetent, rude, mocking, dismissive I was treated and I will tell everyone now to attempt to make a connecting flight through Mexico City airport. My wonderful vacation my boyfriend and tour Machu Picchu, my first trip internationally, has been ruined. I have been traumatized. I feel like I have been price gouged, and victimized by a money making, discriminatory, vindictive acting Mexican business.

Your airline is completely un-organized and by all means the worst. After been told there was no refund and denied any other possible option that did not involved more money out of my pocket, I can safely say, enjoy your $600 dollars you stole from me. I will never fly with you people again and I will make it my life's goal to advise everyone I possibly can to never fly in your badly managed and rude airline.