Aeromexico Reviews

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.

I told her "But I don't have no time." She said, "That's your problem, you have 15 minutes to do it or you're missing your flight," so I ran all the way to the first lobby pay for the carry on bag $1,200 pesos, ran back through security, ran all the way to the gate, made it on time thank God, but made me think how this Mexican airline don't have no respect for the customer. Never again will I flight with Aeromexico! And I will tell people about my experience with this airline. Thank you.

Eventually we got our bag the next afternoon. Sigh. Then departing PV on AM is what the real issues started: their plane departing for Mexico city was delayed for several hours, which meant we were going to miss our connecting flight...which we did miss. It was eventually reassigned to us to connect another flight out of MC, which we did. That flight took us to Guadalajara, MX. The AM gate area is a serious cluster ** of no one speaking english, gates overlapping, no gate assigned and old fashioned bus systems that take you to the tarmac and make you walk up 50 stairs into the plane. The worst part of this was the fact that there was now over 500 mosquitos inside the plane. ZIKA ANYONE?!!

Seriously, everyone complained-- flight attendant said it was normal. NORMAL??? So, it's normal to have over 300 people inside a crowded airplane with over 500 mosquitoes headed to the USA? I mean what the **? A little girl in front of us broke out an allergic reaction from the mosquitos and I am pregnant. Was bitten multiple times. So, now I am going to get tested for Zika (precaution measure). Not to mention no one's seats reclined, the tvs up above didn't work, the air was off and everyone was busy swatting mosquitoes that the 4 hr and 23 min flight seemed like it was more like 9 hrs. It was the most disgusting thing I ever witnessed. Oh, and no veggie option for the snack. Just a ham and cheese sandwich for EVERYONE. This airline is single-handedly the worst in the industry. I wouldn't ever fly them again-- I do plan on pursuing a refund from them. Otherwise, AVOID AT ALL COSTS.

By that time there were no more flights flying out to the US, and after being bounced around for over 2 hours from customer service agents, I was told that they could put me on another standby flight in the morning to LA but that flight was overbooked as well. I had to be at work at 9am (which was the whole point of spending $500 on a one-way ticket to come back from my trip early) so the option of being placed on standby and potentially not getting on the flight did not work for me. I had to buy another ticket on another airline to get home. I was given a piece of paper and told to email customer service, simply to get me out of line.

This was 2 weeks ago and I've emailed customer relations twice with no response. I've called the airline and they told me that customer relations is a completely different department and they have no phone number. I feel helpless and scammed and so incredibly frustrated that there is nothing I can do. I can literally get no help from them. All the woman on the phone said was that I continue to wait for an email.

After a few hours I was able to see itinerary again online saying leaving from ONT at 12:37 am - Fine I went to the airport with my fiancé. We were at the airport around 10:30 pm when the lady said that my flight was going to leave LAX at 11:35 pm - she even told me that I "still had one hour to make to LAX." OK I live in CA and I know that from Ontario to LAX is more than one hour, also because of traffic it would take much longer. I told her that no way that I had the itinerary on my hands and it said ONT airport. Her name was Miriam and she told me that there was nothing she could do that I had to contact my booking agency and Aeromexico. I call Aeromexico and the lady did NOTHING - my flight was right about to leave. They told me to call BookIt.com, so I did - the lady told me the same thing.

More people had the same problem at that same flight not just us, we were all on the cell phones calling Aeromexico. I told this lady Miriam from Aeromexico that she needed to help us, she needed to contact somebody at Aeromexico to fix our problem. Not only my fiancé and I were having problems as well 8 other families. Miriam from Aeromexico told me that there was NOTHING she could do, that it was not her fault that she couldn’t see our air tickets. She also said that THERE IS ONLY 8 FAMILIES WITH THIS PROBLEM IN A FLIGHT OF 175 PASSENGERS??? So 8 families doesn’t matter in a flight of 175 people? How about my vacations that I planned months in advanced and paid dime per dime. So at ONT they helped everybody and left us at the end.

Finally after just few minutes boarding and all the frustration and stress Aeromexico finally fixed the problem. Of course the good chairs that I had reserved were no longer available, so we had to go to the emergency rolls. I am really disappointed with the Aeromexico customer service, you guys should perform better training. I will also report this problem to BookIt.com. Again I was not expecting going through so much stress on a trip that I was waiting for such long time.

As soon as I got in, I search for my mother. She was not inside. The attendant told me that he did not know my mom. I was asking them to call transit or somebody in the airport. They told then my mom was lost in the airport. That I was delaying the flight. I was told to leave the plane. That it was not their fault that my mom got lost. They cancel my ticket. I had to buy a new one for the 3 of us. I want a refund. This airline is the worse. PLEASE DO NOT TRAVEL TO MEXICO. IT IS A SCAM. Very rude, no compassion. My vacation was ruin. Never again. I will make sure that no more people go through this experience.

Now here we are today, August 7th. We board our flight from Cancun to Mexico City at 815a. No one provides any immigration papers. We ask the flight attendant upon exiting if we needed anything for our connection, she responds "No, I don't know!" We exit and walk all over the airport to our connecting flight gate. We wait there while waiting I approached the gate agent to ask if the flight was full and if we could upgrade. She responds "are you on standby", I said "No, is there room?" She responds after taking a deep breath "It's almost full...", I ask again of the flight was completely full because we wanted to upgrade, she responds "you will have to pay". I responded that's ok, she then responds "oh no the flight is full".

This gate agent was short with dark curly hair and was at gate 59, this was for flight 538 to LAX. MY husband then asks her the same question and she informs him, that he would have to ask the counter agents. Now he only went to ask her because I could tell she was not willing to help me. The gate agent proceeds to make the pre-board announcements and my husband goes to the counter to inquire about upgrading. At the counter they only asked for our boarding passes and informed it was $150 USD each. He paid and they upgraded us with no problem. My husband asked if that was all we needed to board and he was informed by the counter agent, "yes".

My husband returns and we move to the Priority Line. The flight begins to board and the agent collecting boarding passes asks for our immigration papers. I informed her we were not given any. She rudely says "you need to get them, get out of line and go to immigration!" We ask where and she points aimlessly down the terminal. We ask a security guard for directions and he points us to a kiosk.

The guy at the immigration kiosk holds us there while he's looking at our passports. Another couple attempting to board the same flight show up and the young man speaks Spanish. We waited at the kiosk for 10 min and he says we have to go to the immigration office, he can't help us. We all 3 go to the immigration office. We wait there for another 10 min. Once we receive an agent he informs we have to pay and it can only be done in Pesos. We did not have Pesos so now we're running to an ATM. On the way to the ATM, we see the Aeromexico office.

We enter and wait in line there for several minutes. My husband leaves to go to the ATM and I wait. I am seen by "Tanya" who is the only English speaking agent and she informs me the flight left. I ask her for assistance to get on another flight and that we have paid for an upgrade and everything. She informs that since the ticket was booked through a travel agent I would have to contact them. The entire time, Tanya is not friendly, compassionate, understanding nor shows a willingness to assist.

I step out the office and speak to my travel agent, who then gets on the phone with Aeromexico and her travel company. She is told by Aeromexico to speak to the desk agent. I go back in to speak to Tanya and ask if she can speak to the travel agent and she says "No, I can't". I informed her that the corporate office of Aeromexico is saying she is able to assist and she says "no". Her supervisor comes over and they begin speaking in Spanish. She asks for our passports and boarding passes, they hold another conversation for about 5 min in Spanish. At this time I'm still on the phone with my travel agent.

I ask Tanya if they are able to assist us, she says "well no, not now, they have canceled your tickets, you need to buy new ones and it's $1000 USD each!" I ask her, who canceled our tickets and why she replied "my supervisor, they said you delayed the flight, sorry go buy need tickets". I am now in tears because we are stuck in this country and no one from Aeromexico is willing to help us, not one person!! My travel agent ask if she can call her. I go back in to ask if the travel agent can call the desk and "Tanya" says no... at this time I asked for her name so that my travel agent can give it to the people she spoke to at Aeromexico and they can call. That's when, she says her name is "Tanya".

I wanted to be sure I had it correct and asked her to write her name down for me and she said "No, anyway I don't have anything to do with this situation". I told her why I wanted it, to provide to the travel agent and Aeromexico as she knew what happened and was the only one who spoke English. She said "NO!" And left us there. We then left and in complete tears I had to call my friend in the states to find us a cheaper ticket as we could not afford $2000, especially after we had just paid $300 to upgrade. We went back to immigration, who could not assist until we had a flight. We have 2 boys at home and only flew to Cancun for my sister's wedding, we need to get back home today!!

My friend found a flight that didn't leave until 920p (I am sending this email while I still sit in the airport... waiting) but was $640 USD each! We spent an additional $1300 USD for Aeromexico to fly home for something that was NOT our fault and didn't receive not ONE helpful agent. Not only that but while we were here dealing with the agents, my travel agent was receiving more terrible service via telephone. It appears to me that the customer service culture at Aeromexico is that of carelessness, lack of compassion, lack of understanding, a severe unwillingness to help and a very apparent showing of greed and taking advantage of those who do not speak Spanish!!

Such behavior from a large corporation is deplorable and should be exposed. With the air competition, Aeromexico should pay much more attention to their PAYING customers and provide customer service training for ALL their employees from the gate agent to the desk agent. When my travel agent asked to speak to a manager at Aeromexico, she was told one was not on duty and to send an email. The other couple who missed the flight as well gave us a number to call for Aeromexico and I did, we were told to email. My husband and I have been sitting in an airport for over 6 hours with rude agents who could care less if we ever made it home and they made sure to show us!!!

I am requesting a refund for the initial $35 spent, the $300 USD for the upgrade and a refund of the tickets I had to purchase just to get home safely. It is by far the LEAST you could do as my experience with Aeromexico has been HORRIBLE from beginning to end, in person and via telephone. I will be sure to tell everyone I know NEVER to fly this airline!!! A very unhappy client, still sitting in Mexico!!! I hope you never get stranded in a country you're not from and encounter the likes of.your agents!!

Our flight back home was even worse. I and my husband got so sick so we couldn't fly out on time. At the Santo Domingo airport, Aeromexico office representative wasn't willing to help us at all. All he did he provided us with phone number to call but didn't even gave us area code. We tried to call provided phone number with no luck. We had to search it on the internet ourselves. When we called given phone number and tried to explained our situation to representative, she didn't even want to listen. All she kept repeating was late fees and charges that we have to pay if we want to fly.

It cost us new tickets. The only available flight Aeromexico had was the next day. My husband asked representative to make a reservations for us. When he called back the next representative didn't see our information in the system and no seats were available for that flight anymore. So we had to take following flight. It was a HELL ON EARTH being sick and stuck at the airport.

The worst part was that upon arriving in Mexico, I receive my infant stroller from the cargo and the front wheel was completely broken off. I asked the employees for help but they left me literally helpless. I'm currently struggling to submit a claim to get reimbursed from Aeromexico, but it seems impossible. Also, on the way back, the overbooking of the flight causing confusion and also the employee's lack of professionalism. Never again will I fly with this company even if it was my last option!!!

I proceeded to wait in line for a hour for yet again check my bag and get my boarding pass (they can't do boarding passes on the phone in Cabo yet) no curbside service. The flight was delayed a hour. Finally I board the plane and get to Mexico City. I wait over 2 hours for my next flight to take me home. My flight was supposed to leave at 6:10 pm cst. Everyone is lined up to board the flight which should have boarded at 5:50 instead they did not start until a few minutes after 6 pm. I proceeded through the line and was told I needed my slip that I filled out when I first got to Mexico. I started to panic because I could not find it. The lady from Aeromexico checking in the passengers told me to go to immigration office and get another one and come back. By this time it's 5 minutes to 6:10 but I look back at the line and it's well over 75-50 people that still need to be checked in. I run and take care of getting my slip.

I thought I made it in time however security would not let me back through to catch my flight and advised me to got to Aeromexico to purchase another ticket. Omg!!! Really. The ticket sales people were very rude and not helpful at all and tried to make me pay the for the highest ticket they had leaving three days later. I had to get back to work and this could not happen. I felt as though I was living a nightmare. I am polite to the manager I asked to speak to and to no avail. No one would help me. One ticket agent went so far as to tell me to go get my luggage.

First I walk to the Aeromexico. Unclaimed baggage bags were not there. Long story short I had to end up calling my travel agent who in turn called their customer service and held for 30 min only to be hung up on and then she called back only to be told it was nothing they could do because the ticket sales agent at the airport placed a block on my ticket and name. Oh yes and it stated I was hostile!

Really?? I was never rude, raised my voice or anything. I was beyond upset now. Aeromexico employees were purposely trying to make me pay extra money for another ticket that departed days later. Why would I be hostile when I need to get home. My travel agent was on the phone with me the whole time I spoke to the agent and not once did I raise my voice. I honestly think skin color and language barrier was the real issue. I went back to another agent that mysteriously found me a ticket leaving out the next morning for half the cost I was initially quoted as they waited until that last flight left to quote also.

I had to get a room and fly back the next morning. No empathy was provided at all. Worst airlines. To make matters worse once back at LAX I was told my luggage was arriving on the next flight. It never came. I was given the run around about that also. I finally received my luggage 2 days later (they delivered it and that was the least they did) my clothes were everywhere as they searched my bags and damaged my hat and threw my belongings all about! NEVER EVER will I fly Aeromexico again in life!!!

They claimed that the tickets we purchased were so discounted that they could not warrant a refund. However, months later the same exact ticket is around the same price. In order to use my credit I will have to pay an extra $450 to rebook the same flight. They included a "no-show" fee in that $450, which does not make any sense because I tried to tell them two weeks beforehand that we were not going to make the flight. Their customer service team is VERY unresponsive and they did not respond to a single email that I sent to them. Did I mention that you HAVE TO SPEAK SPANISH to call the refund/cancellation department? The only way I'd ever book with them again is if they were the last airline on Earth.

We were told that there were no empty seats on the next two available flight to Havana and that the third flight (the following day in the evening) would cost us over $1,000 per person. The other option was to fly through San Jose (Costa Rica) at the cost of $1,100 per ticket. The airline refused to take any responsibility for having sold us essentially worthless tickets and demanded additional payments. When we complained, the employees at the desk told us to contact their customer service, which could be reached only by phone! When we finally managed to get through to the customer service representative on the phone, they were unable to help us at all.

After three hours of talking to several different employees and a manager and facing a dilemma of paying over $5,000 to get to Havana or just canceling our vacation plans and cutting our losses (original ticket price was about $850 roundtrip/person), we were approached by one employee who told us that he could help us if we would put $150 cash into one of our passports. We happily did so and after another half an hour we magically received five tickets for the next day morning flight (for which they didn't have any seats two hours earlier). We stayed a day in Mexico City, paid for a night in a hotel and the next day flew to Havana.

After we had paid the bribe for our tickets, we found a couple people from our original flight who missed the same flight to Havana as us for the same reasons, and who rebooked their flight to Havana with the AeroMexico transfer desk without paying any fees or demands for paying for extra airfare. This was by far the worst travel experience we ever had. We were on the verge of turning around and cutting our losses by coming back to San Francisco. I can't explain why our family was picked out and treated differently. We had a hard time explaining to our kids (ages 17,14, 12) that we happily bribed somebody just to get out of an impossible situation. Our family was completely taken advantage of by AeroMexico.

I gathered all of the required documentation and excited for the trip, I arrived at the airport 4 hours in advance. When I landed in Mexico City, the excitement turned into disappointment and sadness. The Aeromexico staff told me I didn't have a visa when I did! No one wanted to talk in English, even though they could. This made it intentionally impossible to communicate with them.

I was put in a room for 12 hours without food! I asked the staff to bring me food that I would pay for but they pretended to speak only Spanish. How do I know they could speak English? A gentleman that was with us in the holding room spoke to one of the agents and paid for a new visa in US dollars and was able to board the plane to Cuba.

I was eventually put on a plane back to Toronto. I was given no valid explanation as to why. I had a valid visa for Cuba. How do I know? Upon returning to Toronto, not wanting to miss out on the trip with my relatives, I booked another flight to Cuba through a different airline. I entered and enjoyed my time in Cuba without problems... until it was time to return home.

While checking onto my return flight, I learned that Aeromexico used the return leg of my original booking to send me back to Canada. This was very frustrating!!! I had to book an emergency ticket with Air China. I would like a refund of my money spent. The information I was given in Mexico City was 100% incorrect. Not only did I have a valid visa, I was able to go to Cuba on another airline and enjoy an abbreviated vacation due to your company's error. You have been flying to Cuba for years. How could such a mistake have been made if it were not intentional? What is the process of receiving a refund?

It's been a solid 3 months of complaints over the phone, email and Twitter with them about this matter. First I was told that that my wife's ticket will be available to until February 2017, which will be difficult to use because the newborn will be two months. They promise me to not charge the now show penalty, which I found logical, since I told them in advance that she is not coming. How ironic!

The company have a very sneaky message about Zika in their website. "Notice Regarding the Zika Virus: According to the official communication from the city's Ministry of Health, Mexico City has been declared safe due to its geographical location. You can read the official statement (in Spanish) here. For more information about this alert as well as prevention tips please visit the official site of the World Health Organization.

"Aeromexico has instituted a temporary policy change in response to concerns about the virus: changes to flights are permitted at no extra charge to all pregnant women with a note from a medical professional. However, any refunds will only be issued in accordance with our regular policies and the conditions (based on fare class and otherwise) of the ticket concerned."

Several times I explained to them that our final destination is not Mexico City, it's Puerto Vallarta which could be consider a risk because of coastline location. Still Aeromexico generate excuses and schemes, such as Customer Relations department don't have a phone number or a fax, only an email, every time you send emails you never get a response to know the status of your case. By far, I have 5 cases created for this matter.

I end up calling Mexico city offices and been transferred to a insurance company who wasn't the correct one who is dealing with my case. Two months later the insurance told me that the case couldn't go thru and I should contact Allianz--I did and the first thing that the company said is because my wife is pregnant is consider a Pre-existing condition, which I refuse to accept because my wife discovered that was pregnant 20 days after purchasing the plane ticket. I'm still planning to file a complaint and a claim for this matter, but Aeromexico is creating new loopholes to stop me from sending that claim. I need certain letters issued by the airline, which can be created by Customer Relations which to me is ghost department who don't have a phone number or a fax, only an email, every time you send emails you never get a response to know the status of your case.

I end up flying to Mexico for the wedding and there is no word from that department. On Twitter Aeromexico seems to be eager to help, but that's just in theory. You cannot know what's going on. Coming back to NYC, my luggage was damaged in Mexico. The airline was eager to help but just in theory. They're only offering me a voucher to use in another trip, which I cannot use since I'm having a baby I cannot travel. The airline is not offering repair of giving me a new piece of luggage. Cannot believe that an airline of this caliber will be that cheap and play with customer the way that I been treated.

Today the Secretary of Tourism of Mexico just declared that Hotels has dropped to 5% occupancy and that electricity and phone service is limited. These are the hottest months in Oaxaca so that hotels without food, water and Air conditioning along with daily protest and unrest in the center part of the city makes it at best undesirable, at worst life threatening.

We booked travel through Expedia and they are willing to get us full refunds from the Hotel, But Aeromexico will offer a credit but there is a $210 penalty to re-book anywhere else. I spoke to Aeromexico and they said the situation in Oaxaca is out of their control and the flight will go forward as planned and that at the moment there has been no indication that anything has changed.

But if for whatever reason that changes and the airport closes because of the violence, that we would have to file a claim on that day for a refund. Yes, that's the plan... So I asked how would I know that they closed the airport or that Aeromexico planned on cancelling the flight. They said "I SHOULD KEEP CHECKING BACK WITH THEM OR TO KEEP WATCHING THE NEWS TO SEE IF THE VIOLENCE HAS ESCALATED."

My aunt does not have that much money so they told her that they didn't care that she could stay as an immigrant in the airport for all they cared. Really!!! My aunt was crying and desperate and eventually managed to get a hold of us in LA. I called AeroMexico to see if I could purchase the next connecting flight and they said they could not connect me to the next flight only to a morning flight the next day. I told them that my aunt was stranded and that they had told her there was a connecting flight going out within the next 40 minutes.

The rep said he couldn't sell me that flight only the airport rep could. I asked for their number and they said they did not have a number for the airport. Really??? This is not even the worst part. He proceeded to tell me that they had cancelled the complete reservation I made in May. I asked him why if only the connecting flight was cancelled. He said it was their policy to cancel the complete reservation once a flight was missed. I told him it was a connecting flight so that she still needed her way back and that there was no reason to cancel that. He again said it was their policy to do so. So I asked "how much do I have to pay for her full itinerary this time." They said she had to fly premier because those were the only seats available and that it was going to cost me $636 because I also had to pay a penalty fee of $200.

I asked why I was paying for a penalty fee if I was buying completely new tickets. He said it would be even more expensive if I bought a complete new ticket without paying the penalty. So in the end this trip cost more than $1000 because they knew they had the upper hand and that we had to buy this ticket. They are complete trash. This company only cares about how much money they can swindle out of you. Never ever travel with such a garbage airline. I for sure will make sure I communicate this experience through every venue possible so that no one else has to go through this. It's complete bull crap what they did and they are thieves!

He was stranded in Mexico City for the night. American booked him on another flight at the same time today. Although he arrived 3 hours early this morning, he is having trouble just getting through the lines and is afraid he will miss this flight again. God forbid! The kios doesn't work and although American has booked him on today's flight. The kios isn't reflecting that!!!

AeroMexico is a mess! Yesterday, they told him the next flight out was today when there was a direct flight he could have caught yesterday afternoon if they had only told him. It makes me wonder if this company is honest or just extremely disorganized. I don't know why but American didn't let him know that there was another flight out yesterday either. I'm upset with American and Aeromexico. Don't fly with them if you can avoid it.

In November 2015, a couple of weeks before our flight, my adult daughter was diagnosed with a serious illness. We had to cancel our flights. Aeromexico took care of the cancellation. The customer service rep verbally told me that we would have a credit until August 2016 (one year from the rebooking date) to apply to a future flight.

So earlier this month, I contacted Aeromexico just to see if I could use the credit on Delta which is a partner airline. The agent told me that the credit had expired the PREVIOUS day, or one year from when we originally bought the tickets with Orbitz and not based on the August rebooking date. What! The agent told me to contact their customer relations group to appeal since she couldn't help me. She suggested that they could review the audio of the November phone call where the rep incorrectly told me I had till August 2016 to use the credit. I was upset but encouraged.

So I explained the whole thing in detail in an email to Aeromexico "Customer Relations", and asked them to reinstate the credit. I received a denial a week later. The credit still had expired in their opinion. It made no difference that the Aeromexico rep gave me incorrect information back in November. I doubt they even attempted to review the audio of the earlier conversation with the agent, or even have one. I'm trying to appeal this decision, but it appears for now that we've lost our $2600 credit. Given the above experience and the many other bad experiences I see from this site, I won't fly on this airline until I see that things have drastically improved. It's just an accident waiting to happen in some shape or form.

Today my parents fly back and they have also been separated and told the exact same thing. "The flight is full and there is nothing we can do." When asked why this occurred, they say that all airlines do it. To me that is not an explanation or an apology, it simply demonstrates the lack of care for their customers. The representatives should receive customer care 101 and understand that it's because of customers that they are employed. This is the worst experience I have ever had with an airline. I would rather pay more and get better service without the lackadaisical attitude. The sales and customer service really lacks and in addition you are treated like a jerk for complaining about something that A. isn't your fault and B. shouldn't have happened in the first place. I will tell all my friends, family and colleagues to never use this airline and hope they go out of business ASAP.

2nd, I asked that they book us on the next flight. Sure they said, of course they will be charging us a no show fee, and this fee and that fee etc... I'm like, "You've got to be kidding me!!! You decided to leave early and now I have to pay for your incompetence?!?" This has got to be the worst experience in my entire life!!! And I fly 5-10 yearly! This has never happened to me before.

So after I called the 1-800 number and they were ZERO HELP, they said it would cost $700 each for me and my wife to reschedule for the next day. At the end of the day. I decided I will not give Aeromexico another penny and found cheaper flights through American Airlines & United. Lesson learned. I will never use this company in the future and I suggest you DO NOT either!

I called Bank of America and they told me my payment went through 1 week earlier. I was fortunate to have an extra credit card with me and paid with it $388.87. I talked to the supervisor of Aeroméxico and he could not explain to me why this happened. He said that it was probably the "internal security". He told me that this money will be refunded to me. Now tell me what is wrong in the picture with Aeroméxico. If I did not have an extra credit card with me, I would have missed my flight back. 1 week later I am still waiting for the refund.

All the Aeromexico staff we approached (in both airports) refused to provide any evidence for us to show our insurers, and simply told us to email customer services - allowing them to easily dismiss what happened. Our emails have simply been ignored, and the minimal regulation within the international airline industry allows unscrupulous airlines like this act with impunity & exploit a loophole in the law. In any language, this is quite simply theft. Airlines like this need to be accountable. As long as airlines like this realise they can get away with it, they'll continue to do it - it's that simple. Choose Interjet or Volaris, however, and you should be okay.

When the passenger seeks to resolve the issue with Aeromexico either a) He is unable to contact anyone with authority to solve the problem or b) He is promised a refund which never arrives. In our case, we arrived at the Guadalajara airport approximately two hours before take off. The Aeromexico website advises arriving 90 minutes before take off if traveling carry on which we were.

We were advised by a rude gate attendant that the flight had closed and that we should have been there three hours before take off. The agent steadfastly refused to issue us boarding passes even though we were there in plenty of time to catch the flight. Instead, we were directed to the customer "service" agent who refused to refund the price of or tickets but instead offered to put us on the next flight for $1400 which was approximately twice the cost of the original round trip tickets. We were lucky enough to get the last two tickets on American Airlines flight home at a substantially cheaper cost but after spending nine hours in the Guadalajara airport.

What is really galling is that booking websites such as Travelocity continue to sell Aeromexico tickets and the FAA continues to allow Aeromexico to land its planes in the United States despite this ongoing well-documented pattern of fraudulent conduct of which they are no doubt aware. I plan to contact both Travelocity and the FAA about this but I'm not optimistic that much will change.

So the Aeromexico agent explained that they have their own fraud department and that any credit card that we used would be rejected. We got our relatives' credit card to use and even though we had paid $500 for the original ticket, they charged us $720 to buy her a new ticket and refused to get her on a flight last night because it was against their safety rules to book a flight less than 3 hours before departure. I explained that I had been on the phone for 4 hours but they had no mercy and did not sell us a ticket for last night so we had to give up and get her on a flight this morning and of course, they would not pay for a hotel for her to stay. So we got her a hotel and this morning we are hoping she can fly with no problems. One of the agents told me: "That happens when you are trying to buy cheap tickets." Just unreal!!!

Also, I bought a ticket and then called to return it so I could instead but a first class ticket. I called within the 24-hour period, they allow for 100% refunds, no penalty fees. That was almost 4 months ago. I have called many many times to get a refund back to my credit card and they are so rude and never apologize. They say the last person didn't process it correctly and now I have to wait 4-8 weeks and then 8 weeks later it still isn't processed. So I call again and start the whole thing over again. Customer service punks hang up on me whenever I ask for a supervisor. No joke - this has happened 3 times.

I ask for a supervisor and then they ** hang up on me!!! Finally I got thru to one and she says - "ok I'll file the refund. It will take 4-8 weeks." Meanwhile this entire time I've been paying the interest fees charged and accruing to my credit card for the airfare. I absolutely will never fly with this airline again and I strongly suggest you look to American Airline like AA or Delta or Alaska - ANYTHING besides this airline. It isn't worth the discounted airfare.

They said they are returning my initial payment for a good fair and tell me that now I cannot used this reservation code for the good fair, I will be obligated to pay almost double if we want to still travel. No chance to just pay in cash, over the phone, nothing. I have the feeling that the airline oversold the flight and check for people that pay for passengers in a different country so they cannot show the credit card at the counter and sell more expensive tickets to the same flight. Spent the whole day on the phone. No one offers a solution. You cannot even talk with a supervisor. HORRIBLE EXPERIENCE. NO ONE WILL CALL YOU OR TELL you anything.

On our return 1/2/16, we arrived at JFK on time but there was no gate. At this point, we have been an hour and there has been no additional announcement or information. There must be a way to get us off the tarmac. The other plane could have been boarded. Now the flight attendant said the gate is broken. No information or updates. It's absolutely ridiculous!

The reason being was we boarded our hour flight to Mexico City and the 6 hour flight home was then exhausted. How does an airline leave a person who is checked in in an airport? When they are also fully aware they are coming right back??! The flight leaving that evening was over 40 minutes late to leave btw. But the plane couldn't wait for me to return to make $1200 I guess. Never again. And I emailed them, facebooked, and have gotten zero response. Crooked airline company. Not to mention the way there. The last check in time was 11:45. My boyfriend was waiting on his passport to be delivered. It arrived at 11:44 and he got to the register at 11:45 and they told him "no, it's too late." And he was left there for 8 hours waiting for another flight. Their reasoning was the computer said 11:46.

Called Aeromexico. Explained the above and all they said if I want this seat back again (it was my connection another flight to London) I had to pay again but the price had trebled. Of course it had! It is Christmas and so let's hit the customer again. - I clock up some 30+ international flights a year but in more than 50 years in the travel industry I have never accounted something like Aeromexico. Luckily there are now several other airlines with identical routes nationally and internationally, so we have a choice. But also I like to make the readers aware that the above booking agent Expedia, is just as much at fault by firstly not replying to any of my emails and then just passing on the buck. Again, there are many better companies to book your next ticket from. So KEEP AWAY FROM AEROMEXICO and EXPEDIA.

It is now day 4 and every day they tell me "we are going to send it today" and "I'll give you a callback in an hour with the flight number." They haven't bothered to call me back on any occasion. I'm yet to receive my luggage and I have confirmed through the airline where my luggage is located, it's just sitting there and no one is doing anything about it. I will never give my business to this company again. I have chat transcripts and have recorded all their phone calls supporting every fact in this review and you can email me at ** for a copy. When someone loses your luggage you shouldn't be treated like crap when trying to obtain what is rightfully yours.

At this point I informed the customer service rep that I wanted a refund of my money and he stated that I should called back after 11 am. In addition to refunding my flight I also wanted a refund for the hotel room in Puerto Vallarta so I called the travel agent to also attain a refund for my lodging. When I informed my agent of the airport closing in Puerto Vallarta, she stated that other clients were landing in Puerto Vallarta as we spoke. As a result of hearing this information I then called AeroMexico at 9:22 am and told the customer service rep (tel: **) that I wanted a refund and he responded that I would have to pay a penalty of $350.00 for missing my flight. Contrary to what I was told the previous night and this morning the flight had indeed left Houston as planned.

I asked if I could speak to a supervisor and he stated that none was there. In addition he said that the supervisor would tell me the same thing. At 9:46 am I called AeroMexico again and spoke to Brian ** another customer service rep. I told Brian about my issue at which time he placed me on hold and said that he needed to speak with a supervisor. When Brian came back to the phone he stated that the supervisor stated that I would need to pay the penalty for missing my flight. When I asked Brian for the supervisor's name he stated that he could not disclose that information. This is the most unethical business I have ever ran across!

After feeling as though we were held hostage, we were finally allowed to board a plane over 3 hours after our initial flight. Once we arrived in Mexico City, we had not only missed our connecting flight but were told the next flight was in the morning the next day. We were told that based on the notes from the ticketing counter in Cancun indicating we were "late" to our original flight, we could not be compensated with a hotel stay.

We expressed we wanted no compensation and asked if we had to pay additional fees to board the morning flight. We were told by a supervisor at Aeromexico in Mexico City that there was no reason why we had to pay additional money. This confirmed to us that they were trying to make money off of us thereby not letting us board our original flight. There were many people getting bumped off their flights in Cancun. Not only did we all miss work (we are all registered nurses) having been delayed one whole day, but I caught an upper respiratory infection from sleeping in a cold airport all night. We will NEVER fly Aeromexico.

So I asked for a manager and once I was talking to him he was texting so he wasn't listening to me. So I had to repeat myself and he finally got someone to check me in. They provide with the worse customer service and all they want to do is steal your money. It was their fault my bag was over a couple pounds. They also told me that my bag was too big and that I had to pay 150 for a third bag. On my way back to Los Angeles I also had a really bad experience. The three connecting flights got delayed more than one hour.

In Mexico City my wife very clearly in Spanish told an AeroMexico employee of her concerns of missing the connecting flight and they "Guaranteed" us they would wait because there were a lot of us. This did not happen and the AeroMexico employee leading us thru this mess stopped us at the escalators and would not give the security people permission to let us go to the gate. They refused to give us a hotel, food or even a shower in their lounge. They said it was not their fault and they had no responsibility to us.

We waited all night in the airport for 13 hours until the next morning to board another flight that they tried to get us to pay for. When they called to board many of us rushed to the gate because they had overbooked some of their flights that morning and we wanted on that one. They called security on around 20 of us because we did not need any special assistance and just because we spent all night awake in the airport of one of the most dangerous cities in the world, this was not their problem. Never Again! Don't waste your money and time! The security people said it happens all the time with this airline.

Thank goodness we didn't give them any more of our hard earned money. We tried not to panic and went to SPIRIT (of all airlines) and they bent over backwards, even calling other airlines, trying to get us back to the states for the lowest cost possible. We finally got home through SPIRIT and contacted Aeromexico customer relations... They could care less! Ruined our family vacation, cost us a fortune, and they are not sympathetic at all!

We are talking with couple of lawyers but please everyone to save yourself the hassle, pay extra money and don't fly with this airline. The staff at the ticket counter were rude and horrible. They kept screaming at us to shut up. I had my five year old daughter with me. It was a nightmare. This review is not the last thing that they going to hear from you. Terrible, terrible airline. Minus, minus billion stars to this airline.

Also our surfboards never made it to our connecting flight with a 4 hour layover? This was weird because they were checked in Tijuana and we did not have to go through customs. In fact Aeromexico would not even get our boards. We had to go through a bunch of security and leave the airport to get them outside? We spoke with numerous supervisors at the ticket counter and they kept giving us the runaround. After spending 4 hours trying to sort this out, Aeromexico did nothing to help and we had to buy another ticket with Copa Airlines to get to our destination.

Icing on the cake was their customer care! Spent 2 1/2 hours on the phone, hung up on 3 times. After speaking with a supervisor she told me I had to file a complaint online and they would get back to me. So I filed a complaint online and every time you summit it the server goes down! They are a joke and I will never fly with them again. Trust me you don't want to deal with this kind of stress when trying to go on vacation. Pay the extra money and go with a real airline.

Again, no help from Aeromexico or assumption of responsibility. The flight arrived on time so they washed their hands of it and it was somehow my fault there was an insane immigration line. Customer service beyond poor. Communication is abysmal! Lack of coordination and agents ready to help you...zero! I am an experienced traveler and have never dealt with such a terrible company. I doubt we will recoup our ticket fare as writing complaint was the only recourse they gave me. Travel to Mexico does not inspire any desire to ever return.

To make matters worst we were on our honeymoon so it turned what should have been an inconvenient experience into a complete nightmare. We had to spend $950 to come back home. We felt like Aeromexico stole from us. I don't understand why they couldn't wait list us or rebook us on another flight. After coming home I have reached out to their customer service who has not really helped. They understand what happened was wrong but they can't help us recoup our money. We would like Aeromexico to refund portion of our itinerary and apologize for ruining our honeymoon.

In conclusion, my husband had also to cancel his flight with AirCanada to take care of me and our credit card received the ticket amount credit about a month after the trip was cancelled. Even before I cancelled my trip, I was receiving 3-4 emails a week changing the schedule. I have not received the refund and will enter a small claims lawsuit. AEROMEXICO NEVERMORE!!!

This was by far the worst flight experience I ever had. What an awful airline to travel with! They should be ashamed of themselves. Robbers, thieves and animals!!! I highly recommend you never travel with this airline. I surely will never travel with this airline again!

I provided an address in Lima Peru. They said I should check in at the AeroMexico office once I arrive in Lima to tell them I'm expecting a bag and to pick up $100 US cash or more for my troubles. When I landed in Lima I went to the AeroMexico office but their doors were closed and nobody came to the door upon knocking even though their hours of operation would lead anyone to believe they should be open. I had a bilingual friend call the next morning. The representative said when the bag arrive they will deliver it but it wouldn't arrive until the late afternoon.

Below is a call log: 03/25/2014 1100 We called ** and asked for information but got hung up on; 1104 we called again and started the conversation by asking for the representative's name but got hung up on; 1108 called a 3rd time and spoke with **. We were placed on an extended hold so we hung up; 1120 4th call and spoke with **. Advised to call AeroMexico in the Jorge Chavez airport but she was not able to find the phone #. Bag is currently in Lima and will be delivered today; 1145 after searching for the AeroMexico phone # for LIM, we called and spoke with ** who said to come to the airport between 0900-1300 or 1430-1700 for $100 and file a claim for insulin reimbursement.

The bag didn't arrive at the address given so the next morning we called AeroMexico in Lima again. They said the bag had been in the airport this whole time. They said it was never sent to baggage claim in Mexico City but instead it was transferred directly to the connecting flight. My bag circled the baggage claim the night I arrived until an airport official picked it up since it was unclaimed. They refused to provide a $100 refund & said the problem originated in Mexico City, I would need to claim my $100 in Mexico City. In conclusion, my 2 bottles of insulin were out of refrigeration too long to be effective. Each bottle retails for about $150 (Humalog). I expect >= another $100 I was promised by this airline.

We went directly to the gate, only to find nobody there. The flight had already left, and on time. We could only presume that the other passengers made it because they checked in later, and had the gate printed on their boarding passes. But in our case, there was no gate posted, no announcement, and no last call of our names. We were told to go back to check-in, where we were sent to sales, where they told us we would have to pay a fee, which amounted to far more than the cost of two new tickets. We went back to check-in, where the supervisor, **, treated us like garbage. He refused to put us on a later flight, telling us it was our fault. No matter how many times I told him, he refused to accept that the board had not announced the gate.

Then, along came three other passengers in the same position. No gate on their boarding passes - one because he, like us, was early, and the others because they were connecting. They had waited for the gate to be posted, and had missed the flight. They too were told to buy new tickets by Mr. **, who showed zero empathy or even the slightest grain of sympathy. In fact, his words to me were, "I believe you 100%, but this is business. You have to buy two new tickets." No tickets were available on the next flight, except full-price business fares. When I asked if we could at least pay economy and be put in the business seats, they said "if you want to sit in a business seat, you will pay for it." Again, no effort to remedy a situation that we had not created. We paid a staggering $1,950 to return home, eight hours later, to the last 90 minutes of Mother's Day, and my wife's birthday.

The treatment throughout was beyond contemptuous. Mr. ** was even smirking to his colleagues when he thought I wasn't paying attention. This was all one joke to him. When we arrived in LA, a handling agent at Aeromexico told us that at least 6 others from our flight had complained of the same problem and punitive solution. In all, we knew of 11 passengers who double-paid that afternoon, and there must be more. This is a scam, a racket. Aeromexico is profiting from screen glitches to extort double-payment - and more - from their customers, rather than apologizing and offering to help remedy a situation beyond the customer's control. A disgrace. My wife, and Honorary Consul of Amnesty International and someone who will not let go of a bone, will fight this all the way and take it to the press, because it is a systemic scam affecting multiple victims.

Not having the passport to show up to the Immigration Authorities because it was stolen, missing, or hidden by somebody, the Immigration Authorities prohibited to ** to fly and arrested without the capability of freely movements in the airport. It was 03/31/15. We immediately returned to the place where a large desk was three employees sat-down. Asked for the employee who was standing up joint to them. One of them answered that anyone knew that employee to who we gave the connections and passports. Immediately, some employees were to look for the inside of the plane in the seats where we were. They returned saying that no finding the passport in the plane.

The solution of aeromexico was that ** would come back to New York because of she did not have passport and that ** departure to Lima. Too said that ** could fly to Lima with ** when he departure. An employee led to ** to a room called for them in Spanish la burbuja, in English bubble and separated totally with any communication with her husband. Both spent four hours incommunicado, situation incomprehensible for the incompetent decisions of employers of aeromexico who looks like did not understand the unpleasant circumstances. They did not permit to call to her husband by phone even though; he was at the same building. When ** asked to go to the bathroom police escorted her as a criminal. She was not feeling very well but she couldn't do nothing.

To make short is large, bad negative experience. Miraculously an employee of aeromexico appeared gripping the hiding passport, according him, he had found inside the plane. Maybe he ignored that some employees were to look for there and did not find it. Instantaneously, ** understood that her passport was robbed, hiding by somebody. She was taken for him to baggage room but in the way, this employee asked for a tip by the passport. She was happy and giving him a good tip. Then, the employee kept on with ** to the baggage claim area. ** identified her suitcase, he asked again a tip for a cup of coffee by the employees that work there, gave again a good tip, and could recover the suitcase.

After that, himself to take her where a gentleman who gave her papers to sign on, previous presentation of her passport and finally he employee took to the terminal L2 where after of 4 or 5 large hours of suffering, concern and a lot stress she could join with her husband who had the second suitcase. ** told her that an employee took away the six containers of cream and body lotion of Victory Secret destined as gifts to her two sisters and niece in Lima. This is other story.

Both lost the fly from Mexico to Lima and began again the terrible situation. They not found any support or decision correct of aeromexico to flying on the next confirmed flight to Lima. They showed again an unprofessional, amateur attitude. The employees of aeromexico said that they would buy tickets to fly to NY or Lima. This turned up into a nightmare. As American citizens, ** started making some inquires to call the American Embassy to explain the situation. Aeromexico not refunded the money. With no alternative, ** returned to NY. They bought new economic tickets from Mexico to NY to aeromexico. (Date: 01/04/2015, hour 05:52:03, written in Spanish day/month/year) They, after of two days extra in NY bought once more new economic tickets from New York to Lima in Avianca airlines with stop in Bogota (Date: 03/04/2015, written in Spanish day/month/year), because their presence in Lima was required

** returned days after of permanence in Lima to NY bought fresh economic tickets of JetBlue with stop in Lauderdale, FL (Date: 04/08/2015). Now, they are afraid of the arrival of the bills, all of travels paid with credit cards. They hope get a refund of aeromexico. If Aeromexico do not do that, demand to aeromexico for economic damages and risk that during that lapse of time her passport was copied in Mexico for someone employee of aeromexico in order to can use another person.

This document is to request our rights Aeromexico return our operating costs occurred exclusively under their responsibility for the incompetence, lack of skills, ineptitude of the employees of this company to handle, resolve the situation of the travelers:

1. Return back to ** the cost of the tickets confirmed from Mexico (Benito Juarez) to Lima incurred for the lost of our flight, not used in that flight (Date: 03/31/2015).

2. Return the value of their ticket used to return from Mexico to NY (Date 01/04/2015 written in Spanish day/month/year, obliged to buy those tickets).

3. Recognize and paid the value of ticket paid to AVIANCA, because aeromexico did not permit to use their ticket from Mexico to Lima and from Lima to New York. (Date: 03/04/2015 written in Spanish day/month/year).

4. Returned to them the value of their tickets incurred to travel from Lima to John F. Kennedy, because Aeromexico did not recognize the fares of that route, and having them bought the tickets via JET BLUE, airways (Date 04/08/2015).

Recognize all others expenses they incurred in the prejudiced travel using Aeromexico, that never more they will use again and demand to this aero line for the amount of $50,000.00 for the immense psychological harmful caused to them, and especially to her wife **. They will distribute this document to all communications system in the United States, and especially in Mexico and Peru. They are determined to no travel in Aeromexico because learned do not trust again. This is unethical, greedy line. They are healed by the ineffectiveness in the service. They give an aeromexico zero stars.

April 15th came and Aeromexico would not let him board his plane in Aguascalientes. He called me so distressed it was an hour and a half before boarding so I called customer service here in the US. I was told that the information that was given to me was correct, check point had to take place in Mexico City. "It is not an international flight yet". Still Aeromexico would not let him board his plane. He missed his flight, we paid the airfare with another company which gave him no problem.

The Aeromexico staff was rude, gave us misleading information. They told my husband in Mexico that they did not need his business. "You are not the only customer so we will be fine", by the Manager Mr. **. I contacted Aeromexico customer relations, after conducting their "investigation" my husband refused to show his visa and that is why he was not allowed to board, they would refund my airfare. Overall customer service here In the US was completely useless. I will NEVER use this airline again.

I asked if I could leave my wife and kids at the gate and they said, “No, you should all go together”. So we ran back (all four of us) and I filled out new paper work and paid a fine of $94 US Dollars to replace form. We then ran to the gate to find out that we had missed the flight by 3 Minutes. As angry and upset as we were, our first thought was to re-book the next flight ASAP.

I went to the Aeromexico Suite across from L3 in the Mexico City Airport, only to be told there was nothing they could do for me, that I needed to call my Travel Agent. When I went to make that phone call, my phone was locked from making International Calls and the only way I could activate it was to call another phone number from an outside line. Because we were feeling very uncomfortable at this time, I texted a friend in New York and had them call Liberty Travel.

While they were doing that, I went to AeroMexico Supervisors counter #23 wanted to know our options for returning home. They gave me 2 options, one was to pay penalty and fare difference which was about $900 per ticket so $3600 to fly one way to JFK. Or option two was to purchase new tickets as if I had just come in for $550 per person so $2200 one-way to return home. While this discussion was going on, Liberty Travel gave me the same information and suggested that I resolve my issues at the airport.

After a short discussion with my wife, we decided to just buy new tickets. We were feeling much stranded and just wanted to get home. As I attempted to make the purchase, my Credit Card was declined due to a suspicious purchase out of the country. The only way to lift the lock on my card was to call my credit card company. And as I mentioned earlier, my phone was not activated in Mexico. So I went back to the Aero Mexico suite across from L3 and pleaded asking if I could use a phone and all I kept getting was “sorry, no”.

At this point my kids are crying and so is my wife as we are feeling like we may be stranded in this country. I then went to AeroMexico supervisor counter #23 and also asked and they said NO. As we were walking out totally distraught a very nice Mexican-American man, seeing how upset the kids were asked me what was wrong. I told him and he allowed me to use his cell phone, to call my credit card company to lift the lock on my card so I could complete the $2200 purchase for the one way flight home.

We made the purchase and we were now on flight AM #400 to leave Mexico City at 1:29am on April 9th. Our new confirmation Number was **. On this flight we had seats 26 B, 26 E, 27 B, 27 E. So we were not able to sit together. In total we were in the Mexico City Airport, Thanks to AeroMexico for over 11 hours with no phone service, very little money and nobody that could speak proper English. In the end, we boarded flight #400 on time and arrived in JFK at 7:20am on April 9th.

There are a few other things I’d like to say about AeroMexico. First, during our 11 hours in the Mexico City Airport we saw a total of three people miss flights and have to go to the counter at L3 to purchase new tickets. One woman was even at the gate 4 minutes prior to departure at Gate 56 to Chihuahua, and the plane had already left! They did page her 2-3 times but she was still at the Gate prior to the scheduled departure. I am not sure if this is just a scam set up by AeroMexico in their Main Hub airport in Mexico City but it was disturbing to watch and be a part of it!! Finally, on a side note, on our trip to PVR from Mexico City aboard flight #142, we waited at the gate for 25 minutes after the departure time waiting for a pilot who was need to fly an airline from PVR back to Mexico City.

So, we waited 25 minutes for a person who didn’t even pay for his seat, and we were asked to have patience, BUT they couldn’t hold a flight for 3 minutes for a family of four who paid for their seats!!! Forget about customer service, this was the most inhumane treatment that I have ever seen or been a part of in my life. I can tell you 100% that we will never fly AeroMexico again, and we will never visit the country of Mexico again. The lack of sympathy by ALL of the employees of AeroMexico at the Mexico City Airport was beyond comprehension!! Unfortunately my children will not remember the 6 days in Puerto Vallarta when they think back to this family vacation, but they will remember the lack of sympathy and humanity shown by the employees of AeroMexico in the Mexico City Airport.

He said I'd have to pay again tomorrow if the seat was available and then ask for a credit from Amex. I informed him this was an unacceptable level of customer service given it was their mistake. While all of this was going on, the website still allowed me to do all the same things, so I asked why it would if seating was under airport control. He said there are systems issues. I then asked for a supervisor and he said no, he had already asked one and they could do nothing for me. I went back online and it still allows me to choose seats though it shows almost all as unavailable. Then I received an email inviting me to check in. Unbelievable. Never again.

This has turned into a nightmare over the last 5 months. In Mexico they could not refund because I had no code from their head office who I contacted and was given one. On my return to the desk in Monterrey, they again could not give me the money because they had not been informed. I had countless email and phone conversations with Aeromexico in Mexico (all telling me I was entitled to a full refund of the money but still getting nothing).

Once I was told I would have to return to London to get the refund (even when I explained that I would not be returning in that direction). I then contacted the London branch of Aeromexico, who told me again I was entitled to the refund, and to give them my bank details. Weeks passed and again nothing. I am now back in France, coming directly to Paris. When I contacted them again (and also in Mexico) the London guy wanted my credit card details (although I had paid in cash as at the time of purchase they were not accepting credit cards, only American Express).

I have countless file numbers from my contact in Mexico, the last been on 27th of February which stated, "Thank you for the time taken to communicate with us in regards to your refund request, for Aeromexico. It's very important to attend all comments. We have reviewed the information provided; the ticket purchased is fully refundable without a fee. Please feel free to contact our reservation center at 1800 237 6639. One of our agents will be able to assist you. Thank you for your time and understanding in this matter." -- Octavio **, Customer Care representative, customerrelations@aeromexico.com. When I called this number I was connected to the Fire Service here in France (who after the second call thought I was some kind of lunatic. I again informed Aeromexico of this problem but to date have been ignored.

UPDATED ON 03/28/2015: I wrote a report about waiting for a full refund for a ticket bought from Aeromexico (still waiting 6 months later...lost count of the files, numbers and false hopes they gave me... and the number of times I gave my bank details). I have just looked at some of the reports of stealing that goes on there. I forgot about my problem with this because of my main problem about the refund. But I had the same problem with one of my bags... someone cut the metal clips; opened the suitcase and stole one item (it was just a connection for the system in Mexico to use my computer... not a big deal). I did not realize it for two days because everything looked "normal' until I saw the wire cutters mark... Just be careful.

I am not going to report this because I have had enough of this airline. I will say in finishing that when I was returning to France the lady in Monterrey booked my bag directly to Rennes in France and it arrived without any problem. There are good and bad people in all companies... Some in their customer services are very good... I believe that those at the top are the problem.

Updated on 2/16/2015:

AEROmexico changed my flight times without notice...well after looking online, I noticed that Delta is selling the exact same flight I originally purchased my tickets for, but for triple the price! Ugh...so they basically promoted tickets for a certain time for less than $400/round trip...After the tickets were purchased on promotion by customers, Aeromexico then sold those flights to Delta and added additional flights, forcing its customers to take those flights. When I complained with the customer service chat, the rep sent me the link to the terms of the contract upon buying a tickets with Aeromexico which says that they are allowed to change and cancel flights at their discretion.

To get a refund, speak to a supervisor or someone in charge, there is no alternate phone number other than the one on the Aeromexico website which only connects you to a customer service rep that will only give you the customerrelations@aeromexico.com email to make complaints, request refunds, or anything else that has to do with Aeromexico taking any kind of responsibility. I said to the customer service rep "so, you're telling me that this multi-million dollar company does not have a phone number to speak with a supervisor or anyone in charge?" he said "no." Enough said. Aeromexico is a joke. Please think twice about giving your business to this unethical, greedy airline.

We were lucky I hadn't left my house to the airport but others were not so fortunate. Many people were left stranded at airport and no one from Aeromexico was at the counter to assist these people. Airline was very irresponsible and cost clients a lot of stress and extra money. I will continue to fight for prompt payment and reimbursement of my additional costs.

Well, I had to call Aeromexico to rebook and #1 we did not exist in the system; #2 once we miraculously appeared, they said they do not have a policy that waives the fee; #3 we were told we needed to go to the airport to rebook the flights with AA (Are we in the 80's?!?!?!?!). So I called AA and they said that, #1 we do not need to go to the office to rebook as there isn't one that exists; #2 Aeromexico initiates the tickets as their corporation is the one that collects the funds so we need to rebook through them.

We call AeroMexico back and they say, "well your grandmother isn't an immediate family anyway. In addition, we will not honor the change waiver." Period. Nothing else. BUT they will rebook the flights. Funny. So now I have to pay, not only the change fee but also the difference in plane tickets!!!! If I could give them a NEGATIVE STAR, I would!

Security confiscated all of our toiletries etc, then gate agent was hostile when I ran ahead to hold the plane so my 75 year old mother didn't have to sprint through the airport. Once on the plane stressed, sweaty and angry, we sat on the tarmac for an hour. Upon arrival all of us had to replace our toiletries and my husband had to buy clothes. The airline has not responded to requests to reimburse us.

On our return trip my uncle was scheduled for a different flight leaving earlier than the rest of us. He boarded in Puerto Vallarta with a direct ticket to JFK and his bags were checked through to NY. In MX City they pulled him off the plane and told him his ticket wasn't valid. They sent him to the ticketing counter who asked for his immigration card - he didn't have it as they took it from him when he boarded in PV. They sent him to the immigration counter to get a new one where they charged him $25 to get it but had to send him to the exchange counter first b/c he didn't have enough pesos and they wouldn't accept dollars.

So after exchanging money, getting a new immigration card, going back to ticket counter, his flight to NY was gone. Counter agents called a supervisor who told them HIS ORIGINAL TICKET WAS IN FACT VALID!!! So all of the runaround, stress, inconvenience and financial costs were unnecessarily caused by the airline and exacerbated by them. They scheduled him for a flight 8 hours later than his original one with a HANDWRITTEN NOTE ON HIS ORIGINAL BOARDING PASS. Are you kidding me?? He found the rest of us during our layover and I attempted to get him scheduled on our flight instead leaving 3 hours sooner. They flatly refused while looking me right in the face with zombie eyes telling me they were helping me.

No wonder MX is still a third world country. No help, no responsibility, no sense of urgency, no concern whatsoever for problems originating from their total incompetence. I was forced to leave my elderly uncle behind alone - hoping he would in fact get on that later flight. When he finally arrived in NY his bag did not show up as it had come in on the original flight. When he tried to explain this to the Aeromexico baggage manager, he didn't care to hear it and told him to WAIT FOR THE NEXT FLIGHT FROM MEXICO and see if it was on there. After pressing the issue and nearly making a scene, the agent was forced to look for his bag which he did find b/c as I said - it came in on his original flight.

I also had to arrange for private transportation for the two hour trip from the airport home to the tune of $250. These people are total idiots - and if you have any problems, which is highly likely, they will do nothing to help you and only make the situation worse. Not to mention that they refuse to make any compensation whatsoever for any costs we incurred because of their sloppy, inept operation.

As soon as I got on the plane I asked the flight attendant to assist me with putting my bag in the compartment above as I was travelling by myself and being only 5 ft 1 it was hard for me to reach, she basically said “You can do it yourself” like what are flight attendants there for? Just to stand there to look pretty. She is a flight ATTENDANT.. ATTEND to your customers. Basically Aeromexico staff are RUDE and do not put their customers first. Aeromexico has left a bad taste in my mouth. Will never fly with you again! For a 5 hour or so flight without your Entertainment Screens working - PATHETIC!

Once in LA we went through Immigration and Customs quickly, and checked our bags smoothly on to the next flight. It was 4:30 PM by the time we checked the bags, so we had plenty of time before our 6:30 PM flight. We went straight to the Aeromexico counter and asked for our boarding passes for the LA-Oakland flight but were told by Aeromexico that we needed to go to Delta to get the passes. The trip across the airport took about 15 minutes since there was traffic. When we finally arrived at Delta we tried to go through self check-in, but the computer was unable to print our passes, so we went to the counter. The counter agent told us that Aeromexico had made a change and that we were no longer in that flight, and that we would have to talk to Aeromexico.

By this time we started to get worried about whether we would be able to board our flight at all. We went back to the Aeromexico counter and arrived around 6:00 PM and talked to the supervisor (Leticia **). She told us she will try to resolve our problem. The LA-Oakland flight had been delayed to 7:30 PM so we still had time to board. Meanwhile my husband and tried calling both Aeromexico and Delta customer service, but got nowhere. The flight time came and went, and every time we asked for an update we were told to wait a bit longer.

Finally at around 8:00 PM, we had been waiting for hours and largely ignored, I sat on one of the baggage scales and when asked to move by one of the counter agents, I refused while asking for the manager to come out to tell us what was happening. Shortly afterward, 3 airport police agents arrived and went straight to me, held my arms behind my back and patted me down, explaining that they were responding to a disturbance reported by the airline. Once the initial shock of being treated like delinquents was over, the police were actually very cordial and listened to our complaint. They talked to Aeromexico and Delta to try to find out what was happening, and had to go through similar hoops we did (the Delta manager kept them waiting over 30 minutes).

Aeromexico finally, grudgingly provided us with a flight to Oakland the next day (DL 4451), while informing us that we were fortunate that we would not have to pay a fee for the flight. We did not leave the airport until about 10 PM, 6 hours after we had landed in LAX. Neither airline paid for the overnight hotel or meals, let alone the wasted afternoon. Aeromexico never apologized, or admitted that they had been responsible for taking us off of a flight for which we had already purchased. We were not given compensation for lost time, or for the hotel and meals.

After another 20 minutes of hearing and seeing Aeromexico's luggage carriers played soccer with a handmade taped soccer ball, we collected our luggage and passed through revision. After dropping off our luggage, we spent another 15 more minutes going through the airport gate security. Another 7 to 10 minutes were spent walking to what it seems were last gate of this airport. We reached the gate at exactly 8:25 a.m. Upon arriving and letting the gate customer agent know that we were there to board the plane, this agent accused us of purposely taking our time to reach the gate. She clearly stated that it was our fault that we missed our plane since the flight from San Francisco had arrived about an hour prior to the departure of connecting flight.

We were rushing as fast as we could to get to the gate and did not stop anywhere while trying to get to our designated gate. Keep in mind that there were other passengers that had been stranded. I immediately requested to see a supervisor to discuss alternative flights to complete our planned travel. She send us to their customer kiosk and again two of the supervisors were blaming us for missing the plane. I became more upset and asked them to give us a connecting flight and the best they could do was to book us for the following day. God helped me not to punch them in their faces, but I sure kicked their ** podium around. I asked them about the expenses to stay in Mexico overnight and they pretty much stated that was our problem and not theirs.

I guess we were luckier than other passengers since some of them were being forced to pay to change flights or were not provided a connecting flight until the last minute. I spent another 2 hours going over customer service, collecting my bags from immigration and booking a room. I spent an additional $300 dollars in hotel, tips and meals and that does not include the expenses for not showing up in Managua on the day scheduled. I waited to write this complaint until we were safely back in San Francisco since who knows what could have happened on my returned trip. By the way, I called and chatted with customer service about 5 times prior to my departure from SFO to inquire about the connecting time and what to expect in case of any delays and they assured me that there was enough time.

Please note, that they will say anything or blame you for anything to get your money. Also, we waited over 2 hours to go through immigration and customs on the returned trip. While custom is not Aeromexico's operation, keep in mind lack of Mexican airport efficiency when booking flights through Mexico. Overall, the money saved while flying with Aeromexico is not worth the aggravation and additional expenses. I will not flight Aeromexico ever again if I can help it. Please read the other complaints as well and hope that you do not go through the same troubles that other passengers like me have experienced..

Another friend flying from Los Angeles also experienced the same troubles and he was not able to collect his luggage until about two days after he arrived to Managua. AVOID THIS AIRLINE AT ALL COST. Please be aware that they are also flying in conjunction with Delta Airlines and based on my experience, they are made for each other. I do not want anything back but to save other people from this type experience.

When I arrived in Mexico I showed my identification to Customs & I was immediately transported to the immigration office where they explained to me that I could not enter the country with an expired passport & that they were putting me on a flight back to NYC the same day. This is all happening at 11:15 am. My things were taken from me, my passport, my green card, my phone, all of my belongings. I had no way of contacting my family & letting them know where I was & what was happening. I was given my new boarding pass back to NY & my flight would leave at 5:45 pm January 11th the same day I arrived in Mexico. I was then escorted by security guards to a lock down facility which felt like an absolute jail.

I was locked up in this room for 6 hrs not knowing what would happen next. I was alone, scared & cold. The room temperature was about 60 degrees, it was very cold, there were mattresses on the floor with dirty blankets, old food all over the place, strangers in the room with me. The bathroom had broken pipes and the ceiling caved in half way. It was a very scary situation for a young woman to be in. I was treated like a criminal & held against my will for a mistake that someone made at the aeromexico airline in NYC. After the lock down I was transported by security once again to board my five hour flight back to NY. They were not allowed to let me fly to Cancun to begin with.

This situation could have easily been avoided if they did not let me board the flight like they were supposed to do. They even told me "your passport is expired but you're okay because you have the green card so enjoy your flight." Aeromexico gave me my boarding pass to Cancun knowing that my passport was expired so that would mean it is their responsibility to have stopped me from boarding.

I'm currently waiting on a full refund for all the stress, time lost & trauma that I have endured during this trip. I am very very lucky to have wound up back in NYC. They mentioned there was a possibility I would have to spend the night locked up in this room. I want for the proper authorities to handle this matter so this doesn't happen to someone else. Aeromexico representatives should have the proper knowledge about documentation & the rules that apply before entering their country. I am very very upset with the way I was treated & the way they handled this situation. Not to mention the complete disregard towards human beings.

After a few minutes, it was 20 to two, she said “the flight is closed you can’t go, but I can send you at five if you pay 800 dollars????” By then I find out they did it on purpose. Just because I complaint to the other lady, she wrote on my ticket (change flight). They were laughing, and I lost my money. They didn’t refund my ticket. I was very disappointed, and will never use that airline again. Their employees are not trained. I came back with interjet, cheaper and a huge difference on service, just fifteen min. check in.

"Nothing we could do for you” aggressive, rude supervisor name Avelin on duty even raise voice on my husband. As we requested to speak to manager (Maria **) she never came out to speak to us, instead they call the airport police on us. The result of all this mess, we didn't get to go on trip, which was planned for my husband’s 50 birthday. I mention that to supervisor Avelin, the respond with nasty, smirk face "OH YEAH, talk to police" and great satisfaction for somebody's disappointment. The conclusion there for what was first and the last MEXICAN experience for us, they have plenty other fools without us. There is no customer service, only bunch of MEXICAN Chihuahuas dressed in uniforms running the show. If you are not 5 feet tall and don't speak Spanish, there is nothing to do…..

However, the connecting flight from Atlanta to Washington, DC was still there. They have offered to just refund the tickets because there is nothing else they can do!! We have incurred a lot of expenses including but not limited to: credit card interest for the purchased done in such advanced time, passports processing fees and more. We cannot just accept a full refund whereas, we have planned this trip with plenty of time to avoid surprises, and is most likely that Aeromexico, just decided to sell those tickets to other people to a much higher price. We demand to be compensated for all the hassle, pain, suffering and stress that Aeromexico is putting us through.

Now, they WILL NOT reply to our emails in the customer relations dept. It is almost a year later and they don't even have a customer relations telephone number anymore. Only email, which they do not answer. Our voucher will expire at the end of January 2015 and they don't seem to care about us, even though it is only $50. There is no way to get hold of their corporate offices to complain to the higher ups. Mexico wants our money, but they sure don't want to give us customer service. We feel helpless and will avoid them FOREVER and spread their bad customer service. Help us if you can! Thanks.

On our flight they ran out of immigration and customs forms and the staff was extremely rude. In addition they did not let us put our FAA approved car seats on the plane for our babies. On the return flight the flight was delayed 3 hours, gates were switched without informing anyone causing a large amount of the passengers to almost miss the flight. We still have not heard from customer service 1 week after returning from the trip. This was the worst experience I have ever had on an airline and would not recommend Aeromexico if you can avoid flying with them. Paying an extra $50 dollars with another airline may be worth it. This was the first time flying with Aeromexico and will probably be my last.

I tried to call Aeromexico at SFO airport several times. I let two recorded messages but got no answer until now. I am very angry because there is no one who you can talk in order to understand better the status of your baggage claim. The only thing I could do was to send an email to contactoequipaje@aero..., sit and wait for them to help me out. It is so bad that when this situation happens they are just gone. There is no one to help you out. No one wanna listen your concern. Hopefully they solve my problem very soon.

So what then? After finally finding the service desk, one of your employees tried to figure out how I could get on time to Malaysia. After 3 hours (I could spend the time standing at your service desk-not even a seat was offered to me!!!), she finally booked me on a flight to London. However, she told me to get my ticket from London to Singapore in London as she said that she couldn't print it. So having confidence in your airline, I flew to London. And you would not believe what happened there!

After spending 5 HOURS, yeah, right, 5 HOURS at your transfer desk in terminal 4 and missing EVERY possible connection flight, I was told that Aeromexico is no longer responsible for me and basically I was told to handle my own **. Yeah, that were not the women's words of course, but basically that is what I was told. You know what? Your service SUCKS. I was starving for 5 hours, had to go from one terminal to the other (because Singapore Airlines is located at terminal 3), through endless security checks, just to reach the transfer desks of Aeromexico and Singapore Airlines, had to sit hours in the waiting room, just to be told to handle my own **.

YOUR FREAKING FLIGHT WAS CANCELLED IN THE FIRST PLACE! For fun I had to stay one night in London, cost me almost 170 British Pounds. Do you think I travel for fun around the world? Do you think it is funny to send me over half of the world just to tell me that I can handle my own stuff? The story is not over. After all Singapore Airlines finally booked a flight for me to Singapore and Malaysia. HOWEVER, my luggage is lost, OF COURSE!!! Great, I am in Malaysia without my luggage. Thank you for the WORST flight experience ever.

So what now? I want my hotel night in London to be paid! I am a student. Do you think I have money to throw out of the window? Last minute booking at Heathrow Airport - that is freaking expensive!!! And I expect some kind of apology for your bad service!!! I don't want to hear anymore "I am not responsible". Someone is and this someone has to read that e-mail. I can send you any bills proving my story - because it is not a story, it is not even my NIGHTMARE, it is my freaking reality!!!!

Yesterday June 25, as my family members tried to check in I was told by the travel agent that the purchase was not complete and that I had to pay $300 dollars for the changes that I did within 24 hours. After waiting for almost 2 hours at the counter line and seeing my 89 y/o grandma and my disabled aunt grow anxious and tired I broke down and gave them the $300 dollars to allow them to fly. I was told at the 1800 number that my money was going to be refunded as soon as they reached their destination.

Today has been the second day attempting to get in contact with someone at their customer service. I been placed on hold for over 30 minutes on several occasions, my phone call has been transferred to the main menu or my call gets dropped in the middle of the conversation. I wrote an email to their consumer relations email and I have not received a response. It saddens me that companies like Aeromexico exists and get away with all their dishonesty. My family and I have travel many years with Aeromexico. After this incident we will never use their services. It's a disgrace that Aeromexico is still functioning and taking advantage of people.

Upon approaching the ticket counter, we were informed in a loud voice by the clerk that our ticket had been cancelled because (and I quote)... "my card had been refused"... I instantly knew that what the clerk was telling us was not possible due to the fact that my bank would have already notified me of any irregularities, not to mention the fact that I had several tens of thousands of dollars in that account anyway and any problems would have manifested themselves when I purchased the ticket, not 2 days post-purchase and an hour before the plane took off. The error had originated somewhere in the system of Aeromexico.

This was vigorously denied by the clerk who again insisted that my purchase had been declined by my own bank and my card had been refused. It was late and I was already publicly embarrassed in front of a terminal full of people. I had in my possession 3 other credit cards so I offered to purchase the ticket again. The clerk then informed me (again in a loud voice) that I would have to pay an addition $150 penalty over and above the original cost of the ticket.

At that point I was thoroughly humiliated not to mention that as per the $150 penalty.... I felt that an extortionist insult had just been added to undeserved injury. The clerk then demanded that I either pay the extra for a ticket at once... or move out of the line. At that point my fiance began to cry. I refused to acquiesce to what amounted to a last minute extortion, so we left the terminal and returned to our home. The very first thing the next day I went to my bank. The bank gave me a print-out on their own letterhead that proves that they had authorized the payment to Aeromexico on August 4th. (Enclosed)

As stated before, the error had originated in the Aeromexico system. The result was a total stress nightmare for my fiance and myself as well as a considerable loss in time and money due to the missed flight and the problems that resulted in Mexico due to her loss of 2 days of work. I spent a large portion of the next day attempting to track down Aeromexico personnel at the Fresno Airport, only to find out that they don't even go to work there until 8 PM in the evening. I have no idea how or where this error in the System of Aeromexico occurred. There is a serious problem somewhere and someone needs to address it. In over 30 years of flying, I have never encountered such a disaster or personal humiliation as that which we endured the night and following day of Aug. 6 & 7.

We purchased a valid ticket in good faith, we did all that any other client would do... and we ended up being treated as little better than common credit-card deadbeats in front of a hundred other people and then denied the flight that we lawfully had purchased. This entire episode was only made worse by the fact that the clerk tried to make the fault mine and that of my bank, when documentation proves that such was clearly not the case. When I asked for a supervisor, he claimed that he was the final authority and there was no other recourse but his word. Before taking this issue to the next level, it is my sincere hope you will resolve this matter to everyone's satisfaction. I look forward to hearing from you or answering any further questions you may have.

Needless to say, nothing was ever forthcoming from Aeromexico except obfuscation and mealy-mouthed words. They never made this injury whole nor apologized for the lies or injury they inflicted.

When arriving in Cancun we tried to at least book seats for the flight on May 27th because we did not trust Aeromexico. We were told by the Aeromexico agent that the flight was overbooked and that there were no seats available to assign to us, but if we paid thousands of dollars we could get our original flight on May 28th. We spoke to numerous rude, obnoxious Aeromexico agents trying to work this out. This ultimately ruined our vacation. We have been told numerous times by Aeromexico that the May 27th flight is overbooked and we have no seats, but Aeromexico will not do anything to help us. What they said is that they plan on bumping us to another flight that is 13 hours with a layover. We had a 4-hour flight. They say, “There is nothing we can do,” and “There is nothing we can do!!!!”

We called three different times and three different people gave us three different answers to our problem and not one of them made an effort to help us. All they wanted to do was sell us another ticket. I have written to Aeromexico but have yet to receive any reply. My advice to all you people is to stay away from Aeromexico because they do not care about you, just your dollars.

He was also told the email he received would not be honored. We have never used Aeromexico before but trusted that since they were a partner with Delta they would be reliable. We have been medallion members with Delta, but will never use Aeromexico again. Their customer service is appalling and their representatives are not consistent in what they say or trustworthy. Their policies seem to change daily and depending on whom you speak with. We have never visited Mexico before and after this experience will likely never choose to visit again. Given the tragic circumstance with our friends we had hoped for some degree of compassion, but there has been none.

I disputed the charge through my credit card company. The credit card company said they had not declined any charges on my card in 2013. AM would do nothing for me. They didn't even respond. On June 27, 2013, my credit card company arranged a three-way call with AM, but the AM rep would do nothing. My credit card company gave me a partial credit as a courtesy. I just now (February 2014) went through my 2013 and credit card statements for tax purposes and for the first time noticed that on June 27, 2013 (the same day of the three-way call), AM did a cash advance on my credit card for $291.29, the exact amount of the difference I was asking them to credit me for.

I NEVER do cash advances on my credit card. I was not in Mexico on June 27. I believe this AM rep committed outright fraud using my credit card information. I wish I had noticed the advance on my statement at the time. I will never fly AM again. I do not trust AeroMexico. They are an awful airline (I won't bore you with my dissatisfaction with my actual flights) and they are dishonest.

I was like "Are you guys mad?" I will show up for my flight to IAD in Mexico and they said they would charge me $300 for not flying from Merida with them. Are you kidding me? I was like "Ok, I will fly from Cancun to JFK then," and they said, "No. You have to pay $300." Wow! Just when I thought I had seen it all, Aeromexico is useless. I did not enjoy my vacation and I'm not visiting Mexico ever again, since their airline is monstrous!

I was so nervous & frustrated but she seemed not to care at all. Once I went to the immigration counter I thought I was going to face another difficult person, but fortunately he was nice & helpful. I didn't even have to pay the "fine" they usually charge. I was able to get the paper with a stamp & the problem solved. Once I was at the plane I told the story to a flight attendant. She said that if a passenger loses that paper all she/he has to do is fill it out again. That lady behind the counter made me go through hell. I really hope these employees get better training on how to treat costumers.

My experience with Aeromexico Los Angeles (LAX) was TERRIBLE. I've heard nothing but bad things about your airline, but I figured I'd give you the benefit of the doubt. I regret it. I have never felt more angry, discouraged, disappointed, embarrassed and disrespected in my life! My original flight plans were as follows:

Meal (if available): Standard

9:00 PM Los Angeles Airport, El Segundo (LAX) | Terminal 2

When I arrived on the morning of 8/3/2013, the people of Aeromexico LAX informed me that my flight had changed and departed at 7am. They blamed Orbitz for not letting me know. I called Orbitz and they informed me that Aeromexico never informed them of the change. I was never told and now.... I had no flight. One company kept blaming the other. I remained calm and asked for help. After about 2 hours of waiting, I became upset and asked to speak with a supervisor. She came down and didn't even acknowledge me. After another 30 minutes of waiting, I explained my situation. She seemed irritated, confused & was very rude. She left me standing for another 3 hours while she helped other customers.

After almost 6 hours of standing there.... waiting.... she informed me that there were flights from LA to Mexico City, but none that connected to Merida. Out of desperate need, I asked if there were any flights connecting to Cancun. She said yes and booked it for me... This took another hour. I couldn't believe the lack of professionalism & customer service. 7 hours standing... waiting to make 1 small change! That is ridiculous and has never happened to me on any other airline. She booked my flight for 8/4/2013 at 1am. I lost a day of vacation. I was upset and under stress. My parents were both there also waiting and stressed. Did I mention they are retired? Did I mention my mother could barely walk?

Once everything was settled, I paid for an unnecessary taxi and we were on our way back home. We came back to LAX and flew that night. Everything was fine for the moment. Being that my house is in Merida, I had to pay for a hotel room in Cancun to spend the night while my family rented a shuttle at my expense to transport me from Cancun to Merida. Once I was finally there.... I was calm. Unfortunately, I couldn't get the horrible mess out of my head. I had 2 weeks of precious vacation and now... thanks to this blunder, I was not able to enjoy a minute of it.

The last couple of days there, I had an uneasy feeling. Something told me to check my returning flight Itinerary. I'm glad I did. The smart young lady at Aeromexico LAX changed the return flight! Why?? Not only that... She did it wrong!! This is what she did.

8/17/2013 LAX

See the problem?? I was in Merida. I HAD NO FLIGHT FROM MERIDA TO MEXICO CITY!!!! Thousands of miles away.... Aeromexico LAX was going to leave me stranded in Merida. Thank God there was an Aeromexico close to me in Merida. They were great! Aeromexico Fiesta Americana Merida has Amazing customer service. It's such a shame that Aeromexico, LAX, LOS ANGELES, CALIFORNIA, UNITED STATES OF AMERICA has horrible customer service that is 10 tiers below Mexicos. The entire team at Aeromexico LAX was useless. I could hire a better team from a staffing service and I am sure they will out perform your team hands down. No one apologized, no one cared and I wasn't even offered a free lunch!! Other people there were given lunch vouchers, complimentary flights and an apology from the manager.

I think it was my fault for remaining calm and being civil. I'm sure if I started going crazy and started screaming like the rest of the passengers, I would've gotten some kind of compensation. I don't care about free flights or lunch vouchers. All I am asking for is expense reimbursement. Not all expenses... just those I had to make, thanks to Aeromexico. Guys, I don't think I am asking for much. Please do something about this. I don't want to take this to the Better Business Bureau or The Department of Transportation, but I will if I have to. Thank you.

Now, two months later, I have gone through three different agents, they've got all the info needed but the refund is not back in my account. This is just unbelievable! Now, they just told me that the system for refunds have just changed and I have to start over my claim through email only. I just hope my identity is not stolen. All this is too weird.

We are so fortunate that we called when we did as it would have most likely just gone to the airport on the day of travel and based on what I am seeing on this forum, be forced to buy new tickets if we could even have gotten on that flight. As it was, we were able to book flights on another airline for the same day and at the same price. I have put the case in dispute and am working with the bank to recover the refund. However, again based on some of the comments here, it seems only vaguely possible.

My advice after this experience is do not do business with these people. They think that Americans are made of money and that it is no big deal to inconvenience someone or to ask for more money under duress.

We arrived at Mexico City, looked on the many screens for a gate number for our connecting flight to LA. Oddly, all destinations (South American and Mexican cities) have gate numbers except the flight to Los Angeles. We thought this was odd as the plane is leaving in less than 40 minutes, and kept waiting. Finally, the gate number shows up. I saw people running. We hurriedly got to our gate and the Aeromexico workers closed the gate on us, saying the door is already closed. Departure time is 7:21. It is around 7:07 and they told us the gate is closed, saying they close 15 minutes before. Another guy said they close 10 minutes before. Same airline, different stories.

There were other Americans ahead arguing with them, "Let us on the plane!" There was another couple in front upset over the same thing. So the eight of us, including 2 kids, are stuck in front of the customer service kiosk arguing with Aeromexico staff. Another 10-15 minutes was wasted begging and arguing. Our plane was sitting there, not leaving. We told them to get us on the plane, the plane is still here! They said they have to weigh bags, etc., that we had time to get here and that we missed the flight. We said the plane is still there, pointing to it through the window. He said, "That's not your flight" and now began to lie in our faces.

Ridiculous. We weren't even late. They closed the gate on eight of us! Now they say we have to buy another plane ticket to Los Angeles, leaving at 9:15. They charge $389 per ticket, so all of us (we didn't know each other) have to pay this amount for a brand new plane ticket. One American man was arguing with the Aeromexico customer service and the guy was being a major jerk. He's unsympathetic and downright mean. I complained and asked how they can charge so much. He said, "Everyone pays different amounts. You go to talk to this guy." Well, he's wrong again and we all ended up paying the same ridiculous price. Another American girl asked why was the new ticket so expensive. He said, "It's because you guys paid little for your plane tickets to begin with." WTH.

We paid normal American prices with a vacation package deal, not lower prices. I'm at a loss of words, but dying to get home and spent close to $1,600 in Mexico city for new tickets just to get home. I'm disputing the charges with my credit card company and filing a formal complaint. Aeromexico has no standards or customer service. Guess what? They charged $600 per person to another family of 4 (they seem to target families with young kids) with the same exact story. They somehow missed their flight too. They don't care about the safety or satisfaction of their travelers. They will put you in desperate situations to make you pay more. There are too many people missing flights and it seems kind of odd that this is happening to so many people.

So while we were waiting for our 9:15 flight, I noticed something interesting. They don't display the gate number on the screen until maybe 30 minutes before the flight. That means people have 15 minutes to get to their gate or the gate will be closed. For most Americans like myself who is in Mexico City airport for the first time, we don't know where the gates are and this is not a tiny airport. So this means people have 15 minutes to get to their gate and if they don't, if they have young children or have urgent bathroom needs, they will miss their flight too. What is questionable too is that other destinations have gate numbers listed (destinations like Guadalajara and South America), but only Los Angeles is missing a gate number. Something unethical and weird is going on here. How can 12 people somehow miss their flights and end up on one plane?

No one wants to stay overnight at Mexico city airport or sleep in a hotel in Mexico city with young kids. I think the airline knows this and they're taking advantage of American travelers who are unaccustomed to such unethical service. I thought airlines all operate under the same global standards and had no idea an airline company can do something so horrendous to people. They have no concern for their customer's safety. We would've been stuck at Mexico city with young kids if we didn't have a credit card. Read other reviews. It seems that Aeromexico does this to many people. I'm just glad I got home safely and that nothing was stolen out of my luggage.

Oh, and their service in a nutshell: Cassette tapes for broken 90's movie or show (I can't even tell); customers being turned down for blankets when I clearly saw blankets in the overhead compartment; no sparkling drinks except Coke and Sprite (I asked for ginger ale and they looked at me like I'm crazy); and rude flight attendants who don't even say hello when people are boarding planes. Never ever again. I'm disputing the charges with my credit card company and contacting Aeromexico. Meanwhile, I wish someone can investigate this airline. I feel there is something unethical going on.

Apparently when you call, it is $206 each time you change your flight which I paid twice after coordinating my connecting flight via another airline. I flew the next day from IAH on the same flight on a Thursday. With a line, it took 15 minutes to check in and arrive at the gate. The flight did not board until 5 minutes after the reported departure time. It was not full. We arrived on time. What I am saying is they could have checked me in, allowed me to attempt to board the flight and I would have been able to get on. But instead, this is against their policy.

On 4/16 on my return to Houston, I flew in on another airline which arrived within the 3-hour window with a long baggage claim delay which is probably also mostly my missed coordination, so I was late. At the counter, instead of putting me on standby for the next flight, they charged me for a new flight for $300 and placed me on another not full flight. The manager told me that they would have put me on standby instead of charging me if I had been staying in Mexico or if my connection has been with them which it was not.

I just called the Aeromexico and asked if they would consider refunding me, and the lady with broken English stated that I would need to go to the counter at the Mexico airport to ask for a refund. This is probably my first and last flight with Aeromexico. I know if I fly them again that it will be painfully expensive if I miss my flight with them or have any changes to the flight schedule. Not good for business.

The Aeromexico staff told us that they had cancelled our flight to San Francisco because we missed the flight from Cancun to Mexico and Aereomexico had cancelled my four flights to San Francisco. They also indicated after checking on the computer system for availability that if I wanted the same flight 664 to San Francisco, we now had to pay for new tickets, 5,807 pesos per person or 23,228 pesos, about US$1,858. I replied to her that I did not have that kind of money and, "Why would we have to pay for the $1,858 to fly on the same flight 664 that we already had paid for?"

She responded that the computer system cancelled my flight and there was nothing that she could do. I replied to her that it did not make any sense and I really needed to be back home to work and get my kids to school. She replied, "Do whatever you have to do." When I turned around, there were two security people looking at me to escort me out of the airport. I felt like I was treated like a criminal in front of my kids. This dream family vacation, planned for years, turned into the worst nightmare ever experienced with my family in a foreign country and without money to pay for the flight back home. My wife cried and so did my kids, 5 and 9 years old. After 4 or 5 hours, we were able to find more affordable tickets to fly back home. However, it was for the following day. That meant that I had to spend the night in Mexico City. After searching for a reasonable price hotel, it was already midnight.

With my kids and us extremely tired, we took a taxi to the hotel and finally arrived at my hotel after midnight with my kids asleep. I cannot describe the pain and suffering we all went through to get back home safe. I believe this was an incredible injustice done to my family and I. I believe Aeremexico has a business and fiduciary responsibility to protect and ensure all its customers are treated with respect, dignity and as human beings and above all, to make sure everybody arrives at his or her final destination which obviously did not occur in my case.

I am asking Aeremexico to reimburse me for all four tickets previously purchased for being so greedy and disrespectful to us in a foreign country. Aereomexico changed my itinerary at least two to three times and never notified me about the flight cancellation from Cancun to Mexico City and from Mexico City to San Francisco. These business practices are not acceptable and should be penalized.

It has been an hour on the phone trying to communicate with the agent of the situation, and it's a total disaster because I simply can't understand broken English and when asked to speak to a supervisor, the supervisor refused to take the call! The agent says that I'm now protected from not being "standby" when all along I booked a full fare and shouldn't have been standby from the beginning. I'm a wreck because this is our once a year vacation, and I fear we're going to spend most of our vacation time in Mexico City's airport or spending a lot of money trying to get out.

I decided to call Orbitz for support because their website clearly states they monitor our flights and any changes by the airlines, Orbitz now says they're not responsible to monitor when an airlines takes "control" of the reservation. What the heck does that mean?! Orbitz is advertising services they don't provide. It sounds unlawful to me. All I know from this experience is, as consumers, we are skewed against conglomerate corporations. I'm exhausted.

On another flight with Aeromexico, which was 2 weeks after this first incident, my flight was delayed for over 3 hours. This is unacceptable and their policies are unethical. After reading several bad reviews, it seems to me that Aeromexico is deliberately causing individuals to miss their flights in Mexico City so be careful. Do not fly with Aeromexico. You will regret it.