Aeromexico Reviews

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.

After I walked away from the counter, the manager was nothing but unprofessional - approached another person and started whispering on this person's ear. I understand that maybe they could be talking about something else, but you don't do that in front of a customer who just had a horrible experience at the counter. All I did was ask a question about my trip. I am sorry, but I don't work on an airline. Maybe what is clear and understandable to you might not be to me. All I am asking for is for a reevaluation on the personnel who works for a multimillion dollar corporation and to understand that we, as customers, are paying for a service. We are not getting anything for free as the Aeromexico personnel makes you feel.

Convenience has a cost and I believe we do pay for it with money and not with bad experiences. I'm thinking not to use Aeromexico for a while and I will look for other alternatives.

I was able to pay for the taxi through a friend that was traveling with me. When I arrived at the lobby of the hotel, I opened and went through the bag, more carefully. I then confirmed that my camera body (Canon D5), a zipper pouch, with 15,000 pesos or about $1,200, along with my US passport card, was missing. Other items missing were a new iPhone 4 just purchased the day before with a protective carrying case & clip, and some connector cables. When I called Aeromexico from the hotel to advise them of what had happened, a Maria told me that she could not do anything because the baggage handlers don't really work for Aeromexico. They work for all of the airlines.

I said then, "Who should I contact then?" I asked her for a name or a number , and she said she didn't have it. I was advised to contact you now here in the States, because in Mexico, they don't do anything. I want someone from the airlines to contact me and send me a claim form. I feel Aeromexico should be responsible for my items missing since they told me to check in my carry-on. I later saw other passengers with as many as three carry-ons. That is not fair, and they should have limited those passengers to one carry-on as their policy says.

Enforce the one per person rule, so that everyone can take their one carry- on. They label it late check in, but it was not late. It was a required check. I was very early, not a late check-in. Another passenger on that flight also told me she felt that someone had gone through her stuff. She was told the same thing - "No more room, you must check your carry-on." I left and do not know if she lost anything, other than her privacy. Fix this problem, or I will make it a point to personally advertise not to use Aeromexico.

I called a second time and spoke with someone that tried to help me and said he would return my call with an answer if they would refund me the money to change my flight. They never returned my call and I was required to spend $600 to change all the tickets that my family had. I simply don’t understand how Aeromexico runs their business. What happened to accountability? Does it not exist with this company? I seek proper compensation and I will continue to pester this incompetent airline for the wrongdoings.

When I got to L3, they said they can’t help me and I have to buy a new ticket. I explained that I have no money and asked why I can’t use this ticket. They refused to help me. I continued to beg them, “Please, I have no money.” They said no, so I got in contact with my sister in New York. She purchased a whole new ticket for me (that flight left at 7:20 am from Mexico City and arrived in JFK at 1 pm). The original ticket code number is **. I purchased it online with my credit card.

When we got to Guatemala City, we went to Aeromexico office at the airport and the worker we spoke to refused to help us in any way and even refused to call her supervisor. We called to the main office in Guatemala City and spoke to your representatives there. Everyone tried to pass the responsibility to someone else, other division or other office. We spent a few hours on phone calls and explanation about the issue to everyone we spoke to, but didn't get any serious answer. Finally, the manager of the office in Guatemala City airport met us and we explained him the case. The manager called a guy named Os ** that tried to help us. We were told that we can't get our refund instantly and every worker that we spoke to explained us about the company policy and it seems like there is no fixed policy since each and every one of the workers told us something else.

After about a week, we spoke again to Os ** and he told us that we can come to the main office in Guatemala City and take our money; however, we were already in Mexico. He told us that we can get the money in Aeromexico office in Cancun, but the problem was that in the computer, it was marked that we already got the refund. He told us to explain them the case in Cancun and ask them to call him to verify the story. We spoke to the representatives in Cancun, and after long explanation, we were told to call the customer service. Again, we spent a lot of time and money for the phone calls until they agreed to call Os ** in Guatemala and after two more days. They finally called us and said that we can come to the office in Cancun and get our refund. However, when we came to the office, we received only partial refund.

Aeromexico company managed to ruin our honeymoon since we were angry and anxious a significant period of our vacation. We lost a lot of time for the explanations to your workers every time all over again, and also we spent huge sum of money to pay the phone calls (many of them were international phone calls) and the taxis to your offices. It was definitely the last time we are flying with Aeromexico, and we will recommend to all our friends and in all relevant websites to stay away from this company. Finally, after a horrible honeymoon, thanks to Aeromexico, we demand a suitable compensation for the loss of our money, time and the misery that Aeromexico put us through; otherwise, we have no choice to contact our attorney to press charges against Aeromexico.

When I was ready to fly back to my town they told me they didn't have my papers anymore. They had sent through to the Mexico City lost and found, it's already been more than a year and I haven't been able to get them back, I'm really unsatisfied with your airline right now.

Instead of continuing to use the webpage, I called AeroMexico's 800 number and made the reservation, the person attending me was helpful and concluded the transaction by giving me the 6 digit reservation code. A few minutes later, I got an e-mail confirming my reservation. I found it peculiar that the reservation code was different. After checking, I found I had two identical reservations. The reservation I had made on the website had gone through. I called the airline to cancel one of them. After the cancellation was done, I found out that I would not receive a refund for 4 to 6 weeks. Taking this long to get a refund is very frustrating and now it is up to me to keep checking if I do not get this refund. I checked their policy on refunds and according to it, they will process refunds within 7 days, but you will receive the refund from one to two of your credit card's billing cycles. To me, these hassles were not worth the savings. Please go with another airline if you can.

We were finally allowed to get off the plane, and the plane left and abandoned us there. We walked across the border and spent almost $400 in taxis and rental car to get to LAX to pick up our car and a total of 17 hours to finally get home. I have been asking for a refund; Aeromexico says "too bad". They contend that since it was "bad weather", they are not obligated to issue a refund. I don't understand why one of their planes can't land but another can, and why they had to take us to Mexicali. By the way, this was in the middle of the night.

“Dear Mrs. W.,

According with our conversation about your case, we verify that it is not Aeromexico who’s responsible for any kind of refund because the last leg of the trip was made with TACA Airlines.

The resolution of our refund department is that is close your case according with that information. At the same time we are glad that you get your luggage, and please accept our apologies for whole that inconvenience. Besides that it wasn’t our responsibility, as you know, according with the Warsaw and Montreal conventions in the article 62 of those conventions.

Kindest Regards,

Marco **

Customer Relations”

As I would have had to transfer the bag to TACA myself after clearing customs I know who lost the bag. What is my best next step? I had to buy 2 weeks on business clothing and toiletries at my expense--over $1000.00 US, not counting international calls, taxis, and time.

However, when I called for the first time on August 22, 2011, Gabriela did not notify me of this email that I had to complete, instead she explained about the phone call and refund I would receive. It has been nearly almost two months and I have not received a call nor my refund. I am sure that if I had not called Aeromexico again today, October 15, 2011. It very impressive that Aeromexico treats customers like this. I have flown in Aeromexico before. This had never before occurred. I regret choosing Aeromexico as my airline. I would not recommend it. My question is besides my refund which to begin with should have never been overcharged, what will Aeromexico do for the inconvenience I had to go through?

This message was sent to ***@aeromexico.com as Andres, the representative from Aeromexico, told me to send it. However, today November 29,2011, I called once again to see why I haven't received my refund. I am told to send this to another email address! I am extremely frustrated. The trust I had in Aeromexico has now vanished. I will not recommend this airline to anyone. This is the worst customer service I have received. I am now writing this email once again as I spoke to Margarita and was told to resend this! Please re-read the message below which explains my circumstance!

This expensive sunscreen is not available in Zihuatanejo and we had to go out and buy something of a lesser quality when we had made special arrangements to have this product with us. I had $100 worth of products that were stolen from my bag.

"I am writing this letter to once again attempt to get assistance with a travel issue I had with Aeromexico. This is the first time we bought tickets from Aeromexico and sadly the scheduling unnecessarily turned into a nightmare. For your convenience, you may refer to the newest number given to us by Aeromexico: ****. We had two other ticketed people in our party, their ending numbers are * and *, with everything else remaining the same.

We were on our way from where we live in Tennessee to Florida, on a 14-hour drive in our car to catch our flight in Miami on December 24th. Our first complaint has to do with the fact that the airline precipitated changes that turned our holiday plans upside down. The Travelocity agent, ****, called to say that because of an airline change, we had to either cancel our trip and obtain a refund or get an alternate flight arriving in the afternoon to Villahermosa, Tabasco, on December 24th, which to our understanding is located between 6-8 hours from where we needed to go.

Either way, our holiday plans went down the drain because we could not spend Christmas Eve with family as we had so confidently planned on doing while relying on your airline to get us to Tuxtla Gutierrez on time. We lost money on Christmas-themed gifts and lodging and time because we did not get proper notice as we were already on the road when we received the call.

The second complaint we have has to do with the airline's lack of willingness to rectify an error and accommodate the client. The Travelocity agent asked me to hold on while she spoke to Aeromexico and when she came back she said that it was done, to which I replied, "What is done?" She said, "I booked the Villahermosa trip." The airline refused to make any changes because the new tickets were issued. I asked to speak to the Aeromexico representative, Mrs. ***, on that afternoon of December 22nd to explain that a misunderstanding had occurred and that I had not authorized the change. Mrs. **** refused to budge. Upon seeing the lack of good faith, I decided not to fly with your airline. I wanted my refund after all.

Finally, the Travelocity agent said she would try to find a solution. She came back saying that Aeromexico would issue a refund minus a $200 penalty. I asked whether Aeromexico was planning on keeping those $200 when they originally offered the refund. **** asked Ms. **** and she said no that they were penalizing us for the misunderstanding. I told *** that we should not have to pay a $200 for a change that I did not authorize. She said she would try to work something out and asked whether we would accept airline credit. I was satisfied thinking we could use the full amount we had given the airline.

On Christmas day, we were still in Miami staying at hotels and hoping to find a flight to Tuxtla Gutierrez to at least spend New Year's Day with our family in Mexico. We called Travelocity to make a new reservation with our credit. The representative said the airline had control of our reservation. I asked to speak to a supervisor named Mr. **** , who confirmed this as a fact. So I called Aeromexico to set up the reservation and found another unpleasant surprise. According to the Aeromexico representative, we could make the reservation but would have to pay a penalty. When I asked to speak to a supervisor, I was transferred to Mr. **** who explained that that because Travelocity made the mistake of authorizing the change on my behalf, I would have to complain to them and ask them to take control back of the ticket, which they could do at any time.

I spoke to Travelocity on December 27th, 28th, and 30th and finally ****, a supervisor said that because your airline had control of the ticket, they could not just retake it, that the way the system is set up does not allow for that type of action from their part. He said that Aeromexico would have to free the tickets from your restrictions so they could get control back. I asked him to help us do that; and he offered to call your airline. ***** then called AeroMexico and spoke to **** from the Houston Center, which brings me to complaint #3. **** explained the policy. I explained my situation that due to a misunderstanding, Travelocity authorized a ticket I did not want.

At this point, she raised her voice and accused me of making changes and then not wanting to pay a fine. I found her attitude very unprofessional and I got so upset that I said, "I am done speaking with you, find someone else that I can talk to." Ms. *** did not help me locate ****, as she said no one in the Houston center had that name, nor did she give me the other center numbers so that I could locate Mr. ****; she did not allow me to speak to her supervisor and acted in an unprofessional condescending manner. As I said in the beginning, I have Diabetes Type 1 and within a couple of hours of having the confrontation with your agent, my blood sugar went up to 400 (it should be 100) without consuming any food. This whole ordeal has caused me a great deal of stress and I wish a satisfactory resolution.

All I want is either the full credit that we were offered on December 22nd or a full refund as we are very disappointed at the way the airline has handled the trip by making changes that negatively affected our holiday plans and at the way Aeromexico handled the agency mix-up by refusing to give us the full credit promised and acting in a very accusatory and unprofessional manner. Giving us a full refund would guarantee a win-win situation in which we still spend the money with you and that we don't lose any money.

I know that someone in Aeromexico has the authority to handle this case in a way that benefits both the airline and the passenger. I would also like to see better, more respectful customer service from the Houston Center whether it is by offering more training or pay. I did get good service from other centers (maybe in Mexico?) in previous calls. However, even when I tried to get the other center numbers to locate Mr. ****, through another agent as Ms.*** refused to give any more assistance, the representative from Houston was as unhelpful."

Aeromexico will not honor my voucher for a flight, that I was given in 2010. They claim that the 1 year I was given to redeem the voucher, had to be done by the purchase date of the flight (November 30th, 2010), and not the date it was issued, and the date of the flight (December 18th, 2010). I believe that my voucher should be honored up until the date I was given the voucher, which was December 18th, 2010, therefore giving me up until December 18th, 2011 to redeem my flight voucher.

I used the "approved" lock on my suitcase so if needed, it could have been opened and then locked again. I fully understand airport security and have no problem with my suitcase being checked. However, I am quite upset that the lock was broken instead of being opened. My understanding is that is the reason why it is recommended to only use "approved" locks on all suitcases. I still have not heard back from their customer service on this issue.

I called this evening to tell them I was unable to check in via the web. The agent told me she couldn't find my reservation. I told her that was impossible, so she kept me on hold for 10 minutes and then was able to find my reservation. When I asked if I was going to have a problem with locking my suitcase since they broke it last time, she said "I do not know". I am stuck traveling with them this time, but will never travel with this airline again. I would rather make 3 stops than to fly with them directly into Mexico city.

I got off the plane and my carry-on luggage was not right next to the plane door as it usually is. I asked the AeroMexico employee and she stated that it may be on the carousel. Thank goodness I had my passport or I wouldn't have made it through customs. I went to the carousel and my carry-on was not there and to be honest, I don't think it made it on the plane. I filed a claim immediately in Chicago and they have yet to initiate a call regarding my missing carry-on. I have had to be the one to call everyday regarding this pressing issue. Needless to say, my carry-on had extremely valuable and sentimental personal items in it that I would like returned. I am completely desperate to get my items and I feel as though AeroMexico is not concerned and is placing the blame on me.

I have called to ask to speak supervisors, attempted to get corporate numbers, re-told my story, and have gotten nothing but employees telling me it is my problem that my carry on was lost. I have no been so upset as to where I'm in tears nightly because each day that passes and each call I make to customer service, shows me that I am the only person concerned that a carry-on bag was lost by an airline. I'm an at a loss on what to do anymore. I just want an employee to care that your airline lost my luggage and is doing everything in their power to find my bag. It is black rolling carry-on bag made of soft material. I have some souvenirs from Chichen Itza, a castilles of Chichen Itza, bags of dirty clothes, shoes, 2 black bags of jewelry and travel voucher from AeroMexico. The ticket number the AeroMexico employee gave me right before I boarded the airplane was 2012274. She ripped the ticket on the perforation and handed me the white and yellow ticket. That was the last I saw of the bag.

Since Friday Oct 28, I have been told by AeroMexico customer service and Nancy of AeroMexico in Chicago that there is no corporate number for me to call. Therefore I am to just sit around waiting, checking with the airport, doing all the work to locate my bag because according to Nancy "AeroMexico has 21 days to find the baggage" and then it is no longer their problem. Please somebody help me get some good customer service and compassion.

The problem arose when we landed in Chicago. As we were walking off the plane there were no bags readily available right off the plane which is where they typically keep carry-on luggage that needed to be checked at the last minute. We thought it was strange, but continued on because when we asked an AeroMexico employee they told us we would find the carry-on with the checked baggage; we took their word for it. Thankfully she had her passport in her purse because we still had to go through customs. After going through customs, we went looking for her carry-on and our checked baggage only to find her luggage with no carry-on in sight anywhere. We checked all over the place to find nothing. I must add that I checked a bag initially, well before the incident at the gate with her carry-on, and my checked bag was also lost. This was two bags lost under completely different circumstances. Considering we arrived at 11:30PM and needed to board another flight at 6:00AM the next day we were less than thrilled to have to go through the process of filing a claim.

To be honest, my girlfriend and I were more than upset, not so much about my bag because checked-in luggage gets lost sometimes, it comes with the territory and I got it back two days later, however, till this day (4 days from taking the flight from Mexico City to Chicago) we have yet to get her carry-on back. Her life was in that bag, not to mention all of the souvenirs we bought from places like Chichen Itza where it is not easy to simply go back to and replace what we bought. Considering everything lost, we're literally talking about close to $8,000 worth of items, cash and jewelry of which AeroMexico is doing nothing at this point to help us get back. They even had the audacity to tell her when she was filing her claim that she shouldn't have had all of her valuables in a bag that needed to be checked- it was her carry-on of which on their website they tell you to put all of your valuables so you don't put them in your checked bag.

I've never dealt with such incompetence in my life. They continue to tell us to wait and see if it comes on the next flight and at this point it is entirely unacceptable to wait that long considering all that was lost. She has been sick to her stomach over this because each time we call we have to re-explain the situation and each time they tell us the same thing which is to wait and see what happens. At this point we do not want any money, which is not what we are looking for out of this, we want our bag back. Honestly, how does a carry-on get lost from the gate to the plane? Theft by an employee maybe? I don't know, but at this point that is the only logical explanation we can think of, otherwise we would be getting answers by now of which we have received none.

My husband and I both argued with the agent and the only thing she said was that she would see what could be done. After another 15 minutes, the agent told me she could give me a standby ticket for the next flight so I accepted, however right after I received my standby boarding pass another lady traveling on the same flight was able to check in and proceeded to go through the security checkpoint. The next flight time came and all the seats were sold. The same agent, Patricia Gomez, told me to go back to the ticket counter so they could issue me a new standby boarding pass. Again, the flight time came and all seats were sold. I was stranded there along with 4 other people. I was then told that Aeromexico oversold the seat tickets on my flight and the excuse they gave me was just something to cover up for their mistake. After the last flight scheduled to leave Oaxaca on 8/8/11, I asked the agent what could be done and I was told that I would have to pay a fee for changing my flight for another day and also purchase a new ticket which I was being charged 8,954 pesos which was going to be about $800. I am an enrolled member in the Premier frequent flyer program. What a disgrace! I had to purchase a new ticket for a one way trip from OAX to LAX and I had relative look for a ticket on the Internet which cost me $490.32. I will proceed to dispute half of the charges with my bank for the round trip ticket.

After changing my tone and pleading with her she allowed us to board. But this was not the worse of our worries. Once we arrived at Guadalajara my son and husband's luggage was not there. We filed a report and were told they would call us once it arrived. I called the next day and a rude representative said it had been found but that he could not tell me when it would be delivered because a delivery service (not part of aeromexico) is in charge of delivering lost luggage. Day three passed by and no one came or called. I called 3 times on this day no one ever answered. I was on hold for over an hour. As I mentioned before we had places to be and my husband and poor son had nothing to wear therefore we had to spend more money on clothes. Day 4 came and no luggage. I called again but this time I requested the reservations dept. instead of the complaints dept. I was able to reach someone in 10 minutes and he was also very kind and told me the luggage should have been there and he said he was going to call the delivery company but if and when they showed up I should keep a copy of the lost luggage receipt that we are to hand over to the delivery company.

On day 5 at 10:00pm at night, while we were not home, our luggage arrived. The luggage was slashed open and half of the content was missing, including new clothing, colognes, and gifts for the many parties. My poor 4 year old was also robbed. His new shirts and shorts were taken from his lugagge. The next day was time to return home so we arrived to GDL early so we could file a claim. A supervicor Ramiro Rivera told us when we get home I should email him a list of all the missing items as well as the cost and that we would be reimbursed. It's been 2 months and a half and still no word from them. I have called the airline twice and emailed them a dozen times. This is the WORST travel experience we've ever had. DON'T FLY WITH AEROMEXICO!!!

We begged for her to let her board, but the lady denied her to board. She did not look at the date at the back of the card. Thanks to your bad service my mother-in-law missed her doctor's appointment which is really important because she has to take medicine for her heart and to control the level of cholesterol and has to reschedule. I've been so desperately trying to contact Aeromexico to see if she can travel back to SFO. Me and my husband went to SFO airport and talked to the person in charge of this airline. We had to wait for 7 hours in order for them to help us. The lady in charge gave my mother-in-law another reservation, but telling us my mother-in-law has to pay extra.

I am really, really angry because this was your fault and why do we have to pay for the mistakes made by your employees? This was her ticket number ** to board this July 22, in which you guys charged and she did not travel. This is the new code now ** and her name is Estela **. My mother-in-law is old and needs to be here for her appointments. Please be kind enough to fix this mistake done by your employee.

This is the only airline that flies the route so no other choices. Also, they said they could only offer two seats three days later!

This is the worst airline ever, there are always issues: I myself have witnessed at the airport issues with other passengers in all areas--baggage, check in, delays, oversold flights, etc.

Please do something about this. I have felt bad because I have not taken my daily pills for diabetes and high blood pressure. I cannot really feel half of my body because of the situation.

Then again, I talked to Raul and he told me that he never received my bags. But he never called to let me know. Every time I talk to him or Elizabeth and Alex, his supervisor, they always would tell me they had other bags to receive. That they would call me as soon as they finish. They never did, I have been calling them continuously. Today is Thursday, five days later and my bag is not found. Please, whoever takes this claim, I want Raul and his supervisor Alex to be punished for their lack of respect and not doing their job properly.

I worked for the past 15 years in Mexico and go very often and I have never experience this with any other airline. I have called Aeromexico several times and have left message with my concerns and nobody has ever called me back. I will never fly Aeromexico again and I will file a formal complain. I think that I deserve some type of answer or apology from Aeromexico. By the way, I was flying first class. The service was terrible. At times, I could not even find a steward to give me some water. Unacceptable!

I hope there is something we can do. Thank you. I have not been refunded $40 dollars that I happen to presently need.

My employer is very busy and does not always tell me that he paid this. In tracking the last few charges, this has happened more than one occasion. The credit card is a good card with a very high limit. It has also been used many times by Aero Mexico with no problem. I am usually on the phone with an agent for a long period of time, so we are all clear. I speak English and Spanish so that there is no misunderstanding. They are trying to tell me that there are additional taxes on top of the taxes on the website.

When I complained, the male employee said that I should have hit them back. When I asked a female employee, "What if that was your mom?" She said, "But you are not." An angry Tica with three bratty kids on standby was given our seats that we booked three months in advance! Yes, some of us gringos do know some Spanish! We were last because they wouldn't take us ahead of their country folks who came in after us. They even tried to say that we were late when we arrived at 5:00 AM for a 7:00 AM flight causing us to miss our flight.

They didn't compensate our room, meals, taxi--nothing. The kicker? They are now charging us $300 for a re-booking fee when they are the ones who overbooked and bumped us! They promised a supervisor in 10 minutes. She never came and we spent four hours trying to get help from these worthless Ticos and Ticas at Aeromexico! ** Aeromexico! Never again!

We waited for two hours and thirty minutes to reach the desk and receive our boarding passes. The number of people ahead of us in line was significant, but not enough to justify such a delay. This reflects an abysmal customer service standard at Aeromexico. Despite the unacceptable delay, we received our boarding passes in time to make our flight, but only because we arrived at the airport nearly three hours early. We had two checked bags and two carry-on bags on this flight. We were informed before boarding that our carry-on bags would be stowed in the lower compartments of the plane because there was not enough space in the overhead compartments for this baggage. We were issued claim tickets for the two carry-on bags. We were instructed to debark in Monterrey and claim our carry-ons and pass through Immigration. We did so upon arrival in Monterrey, and then proceeded to a different gate where we boarded the same flight (Aeromexico #2300) to San Antonio, Texas. Again, we were informed that our carry-on baggage was to be checked and stowed in the under compartment of the plane, the reason again being a lack of space in the overhead compartments.

When we arrived in San Antonio, we claimed all of our baggage and passed through U.S. customs, where all our bags were searched in our immediate presence. We then proceeded to the Frontier Airlines ticketing desk as we were to board Frontier flight #1086 to Denver. It was at this time that I noticed one of the carry-on bags was torn on the outside. The bag actually looked as though someone deliberately used a sharp object to cut it open. I tried to register an official complaint at the Aeromexico desk in San Antonio but this was impossible because they wanted to keep the bag, which was full of belongings that had to reach Denver. It was recommended that I register my complaint after reaching my final destination. After this time, my carry-on bags never left my immediate presence.

On flight #1086 to Denver, my husband and I personally stowed them immediately in the compartment overhead. They were unmolested for the duration of this flight from San Antonio to Denver. Immediately after reaching my home in Colorado, I began unpacking my baggage. I found that one of our checked bags was ripped on the inside. A few minutes later, I discovered that an expensive digital camera was missing from one of my carry-on bags. This camera contained personal and sentimental photos from my recent trip to Mexico as well as from the past year and a half. This camera was stolen from me by an Aeromexico employee. The only times in which my carry-on baggage was not in my immediate presence were the two occasions which it was stowed in the lower compartments of the Aeromexico flights. This is a betrayal of trust and responsibility to the worst degree imaginable. This was not only just a camera, but this was also a collection of personal memories which happened to also be the item of highest monetary value in any of my bags, and an employee of Aeromexico has taken it from me and my family. The economic damage resulting from such irresponsibility is significant, but I cannot stress enough that the emotional consequences are much, much greater. This problem must be resolved.

In the end, after this experience I felt as either going angry about it, or laughing at this terrible experience. I preferred to laugh, but don't get me wrong, I will never fly Aeromexico again. Not even for a cynical laugh. Not worth it. From the moment I checked-in in Mexico City, staff attitude was rude and quite inefficient. Since, I was to connect to an Air Canada flight to Toronto, which departs out of Terminal 1 (Aeromexico departs out of Terminal 2). They have a slow monorail which pick ups passengers only every 15 minutes. So if you are in a rush-- forget it. You will have to squeeze in the very small cars along with many other travelers in order to connect to the other terminal. There are almost null signs to indicate the way to this train.

My girlfriend and I purchased tickets from AeroMexico to fly from Albany, New York to Atlanta, Georgia, and then from Atlanta to San Jose Del Cabo on Thursday, May 27, 2010. We arrived at the Albany Airport at 4:30 am expecting to board our flight scheduled to take off at 5:45 am. My girlfriend had called AeroMexico one week earlier, as well as a second time the day before our flight, to confirm our reservations. We were assured by the AeroMexico operator that our tickets were in good standing. Sadly, when we went to retrieve our boarding passes, we learned that Delta, the carrier from whom AeroMexico had purchased our tickets on exchange on our behalf, was unable to process our tickets. We called the AeroMexico customer service line; as did the Delta Representatives. None of the ticket numbers provided by AeroMexico could be processed. We missed our fligh, and thereby our connecting flight in Atlanta as well.

Needless to say, my girlfriend and I were livid at this point. To further exasperate our frustrations, we were told by AeroMexico that an alternative flight could not be secured until 11:00 am EST, as the manager with the authority to process our request was not due to arrive in your Mexico City Offices until 9:00 am, Mexico City-time. We called back at 11:00 am sharp as instructed. We were placed on hold. We called again. We were placed on hold again. We asked to speak to a manager. We were placed on hold.

All told, we were kept on hold in excess of three hours before we finally spoke with a representative with the authority to book a new flight. Our new flight was scheduled to leave Albany at 5:45 pm, to arrive in Atlanta that evening. We were then scheduled to fly out of Atlanta the next morning at 9:55 am to Cabo, thereby forcing us to forgo one of the seven nights for which I had paid to stay at the aforementioned Cabo Azul Resort in Los Cabos, Mexico. Naturally, we requested a hotel voucher to accommodate our unscheduled layover. We were refused and told to seek reimbursement upon our return.

In light of what had happened that morning, we attempted to err on the side of caution and arrived at the Albany International Airport to redeem our boarding passes more than four hours before our flight was scheduled to depart¦ Again, Delta was unable to retrieve our tickets. We spent another three hours trying to work the problem out with AeroMexico over the telephone with the assistance of the Delta international help desk. We were finally told that nothing could be done. This time, a Delta representative was able to speak directly with an AeroMexico manager, though this manager was perfectly ineffectual, unable to provide any solution or offer any accommodation.

It was beyond frustrating. We were forced to choose between buying new tickets on the spot from Delta at $580.91 per ticket or foregoing our vacation for which we had already spent well in excess of $1,400.00 for accommodations. Obviously, we chose the former. Fortunately, the Delta representatives were nice enough to at least furnish a hotel voucher for our layover in Atlanta. As such, we are not including this hotel bill among our demands for compensation.

Incidentally, our flight out of Albany, New York was delayed for four fours. We did not arrive in Atlanta until after midnight. Granted, this delay is fairly attributed to weather and not AeroMexico's failure to perform its contractual duties, though it should be noted that we would have avoided this delay had my girlfriend and I been permitted to board the flight for which we were originally scheduled. We had woke up at 3:00 am that morning to board a flight scheduled to depart at 5:45 am. We did arrive at the hotel in Atlanta until well after 1:00 am the next morning. This was an enormously exhausting day.

In sum, we entered into a contract with AeroMexico. We paid AeroMexico $1,254.80 in exchange for two round-trip tickets to and from San Jose del Cabo. AeroMexico failed to provide us with viable tickets, which evidently AeroMexico attempted to purchase on exchange from Delta Airlines. It is irrelevant to us whose fault it was that these exchange tickets could not be processed. Our contract was with AeroMexico. It is AeroMexico with whom my girlfriend and I had privity and demanded compensation. If AeroMexico contended the fiasco was Delta's fault, we strongly encouraged AeroMexico to seek contribution from Delta.

In any event, we have no privity with Detla, only AeroMexico. Incidentally, Delta adamantly maintains that the processing errors are correctly attributed to AeroMexico. The Delta representatives were very helpful and competent. I have no reason not to believe them. To date, Aeromexico has never responded to our duly submitted complains in any fashion. I was going to commence legal action, but my bank was successful at brokering a refund of the ticket price more than three months after the controversy. It is not cost effective to take legal action to seek compensation for the loss of a day of accommodations in Mexico. Never fly AeroMexico!

On August18, 2010, our flight on Aeromexico from Cancun to SFO, which left on time at 5:25 PM, with a connecting flight in Mexico City at 8:45 PM, was scheduled to arrive in San Francisco at 11:25 PM. However, as we were arriving in Mexico City, the pilot announced that due to rain, the airport in Mexico City was closed and no flights were allowed in or out; so, therefore, we had to be diverted to the airport in Leon, Guanajuato. We arrived in Guanajuato at 7:40 PM. The pilot said that we were landing to refuel and to wait for clearance from Mexico City. We waited for over 2 hours, with no sign of refueling taking place and they even allowed passengers to get off the plane to shop.

Finally, at 9:55 PM, we left to return to Mexico City. We were lead to believe that our connecting flight would be waiting for us, and in fact, when we arrived in Mexico City, at about 10:45 PM, the pilot announced that those of us going on to SFO should go to our connecting gate. As we searched for our gate, we were stopped at a security counter and told that our connecting flight to SFO had left without us at approximately 9:15 PM—a whole hour and a half before we arrived. 15 people were left behind by this flight that was supposedly grounded due to the weather.

We then asked for a supervisor, who was rude from the moment he stepped out. Before we could get a word in, he came out saying, “You’re not getting any hotel vouchers, any food vouchers or any flight vouchers, so don’t ask.” He said that it wasn’t his problem we were stuck there. We explained that we paid for a flight home to San Francisco and that we should be accommodated. We further explained that it was Aeromexico’s fault because they left us behind despite that we were told it would be grounded when in fact it was only delayed hour and because we felt we were in Guanajuato much longer than was necessary.

He said there was nothing he could do and turned around and walked away. We never saw him again. He claimed his name was Raul **, but we later found out from another employee that Raul ** was not even working that night.

Another Aeromexico agent told us that there was a flight leaving to Los Angeles the next day at 7 PM. We agreed to take that flight because that was all that was being offered and it would get us back in the States and closer to San Francisco. The agent told us we were booked on that flight, but that we had to go to Delta, an Aeromexico partner, at 4:30 AM to get a boarding pass printed out. It was 12:30 AM at that point, so we had to wait until 4:30 AM, sleeping on the floor of the Mexico City airport. Among those of us left behind, there were 5 little children that had to also sleep on the floor, using their dirty clothes as padding.

At 4:30 AM, we headed over to the Delta counter, as instructed. They told us that we were not booked on any flights to Los Angeles and that there weren’t any available. We stated that Aeromexico told us that we were booked on the flight and to go to Delta. Delta representatives told us to go back to Aeromexico and talk to them again, but that we had to wait until 5 AM for them to open. Once they opened, we had to explain again to the new Aeromexico representatives all that had transpired and they managed to book us on the flight to Los Angeles on Thursday, August 19 at 7 PM.

Those representatives were also very rude and acted as though they were helping begrudgingly. They said that once we got to LAX, we were on our own. It was a very stressful situation because they even threatened to not issue boarding passes if any of us raised our voices. They even had the audacity to laugh as we were relating our situation. To our question as to what was funny, they simply said I think its funny, so I can laugh if I want to. When we asked for another supervisor, the representative told us to go stand in line at the other counter but refused to call him over. We finally got help from a supervisor named Anjelica, who offered us food vouchers, moved us to a separate counter to issue us our boarding passes for the 7 PM flight and offered to put us on a stand-by list for an earlier flight to Los Angeles.

Meanwhile, my mother, Anna, in California, 2 hours behind Mexico City time, was on the phone with Travelocity. Travelocity stated that they spoke with Aeromexico and that I, and those traveling with me, were confirmed on that 10 AM flight to LAX. When I told this to Anjelica, she insisted that we were only on stand-by. I repeated myself saying that Travelocity said we were booked and confirmed, not on stand by, but she refused to check her system. Luckily, we got on that flight anyway. Travelocity also stated that Aeromexico said that once we got to LAX, we should go to the Aeromexico counter and that they would re-accommodate us on the first available flight to SFO. So we did that, and again, we encountered a very rude Aeromexico rep who refused to even consider the idea of re-accommodating us without direct instruction from Aeromexico in Mexico City. She said it was not their fault it rained. She went behind her counter, making snide remarks as she walked away, and never came back.

At that point, I got on the phone with Travelocity, trying to get help on the re-accommodation. The agent I spoke with at Travelocity put me on hold for 20 minutes while he tried to contact Aeromexico. He reported twice that the airline wasn’t answering and that there was not much else he could do without talking to them. We finally decided to rent a car and drive home; otherwise, we would be stranded at LAX.

Aeromexico will be receiving nothing but bad reviews from me and the 14 other people who were left behind. I travel to Mexico nearly every year on Mexicana and American Airlines. I’ve flown all over Europe and within the U.S. and have never, ever in my life experienced something quite like this. Aeromexico does not know the meaning of customer service. I read the quotes on their website about how great they are and I am just blown away. Here is a direct quote off www.aeromexico.com: “We're dedicated to making you smile. Our ground staff and flight attendants are committed to listening to you, identifying your needs and providing unparalleled service to ensure your travel experience is as pleasant and carefree as possible.” This is so far from the truth. They made our trip home a disaster that we will never forget! There’s also a $200 charge for a rental car to get home that I'm fighting to get reimbursed!

While unpacking my bag today, I realized that not only 1 of two pocketbooks I carried is missing but the Diamond earrings that I hid in it as well! Funny thing though the Velvet pouch was left turned inside out. I am disgusted and deeply saddened. I am sure these items had to be stolen in Mexico because my bags had been tossed when I opened the bag in Atlanta! There is perfume on my clothing but most of all, my 1 carat diamond earrings. I cannot believe people don't respect the property of others. I will not rest until something is done about this!

Rebecca had to wait for everyone else to board before seeing if there was room for her to board the plane. Fortunately, there was one more seat for Rebecca to take with her pending ticket. When Karen and I (Laura) arrived to board, we also had pending tickets and were told we could not board the 4:00 flight plane . We went to the ticket counter to see if we could get on the next flight out which was 9:30pm but the gentleman said we would be #11 and 12 on the wait list because that flight was overbooked too and he suggested we try to get a different flight as we would not know until 8pm if we could get on the flight. He also said the next flight after that would be 1:00 pm Dec.25 Christmas Day In both cases we would have to pay for the tickets, 180 each. $360 total.

We were scared out of our minds of what we would do in Mexico City, where we would stay, what to do and how to get hold of my husband Robert and daughter Rebecca who already left for Mazatlan, and son Robby who lives in Culiacan, and was planning to get us in Mazatlan. So the clerk suggested we try Mexicana. Somehow after a lot of prayers and waiting our turn, patiently but in distress, we were able to purchase 2 tickets for a total of $515.51 on the 8pm flight Dec. 24 from Mexico City to Mazatlan Mexico on Mexicana Airline. If our USAirways flight had not been overbooked, we could have taken it at no extra charge to our destination of Mazatlan.

I dread going through an experience like that again. I hear stories that other people have to stay in a hotel over night when overbooking occurs and am happy that we did not have to go to that expense or bother. It would have been nice too if we could have had a plane voucher to take the other plane since USAirways/Aeromexico was overbooked. I am asking if we could be reimbursed for the tickets we had to purchase to complete our travel getting to Mazatlan for $515.51.

I am sorry for the delay in getting this letter out. My father, we found, was about to die on Dec. 28, while we were away. He held on, and he did pass away on Jan. 1 the day after we returned, and we just had his funeral. Now I am trying to catch up on all of our business. I misplaced the receipt from tickets and just found them. Sent this letter to travel agency and UsAirways, they said it should be sent to you.

Today, August 9, 2010, my daughter called to book my flight from Seattle as originally purchased when she was advised that Aeromexico didn't fly out of Seattle, Washington. My daughter told the representative, Kate **, that we noticed that they also didn't fly out of Portland, Oregon. Kate ** told her the nearest place was Los Angeles, my daughter told Kate Ava that we were never advised either by email or phone about these changes, and that the $200 penalty should be waved due to Aeromexico's policy that you can rebook within one year. But if the airline no longer flies from my original departure location, the fees should be waved and the penalty should be waved, especially, if I have to fly from Seattle, Washington to Los Angeles.

I was never sent a notice of the changes and legally, Aeromexico should have notified its customers so at least they have the option of flying before the changes are effective. I will contact the US and the Hispanic news stations and get an advice from an attorney.

I think it is unfair and vary unprofessional for your representative Kate ** to have had me on hold for two and a half hours.

I drove from Albertville, MN to Chicago, IL. I was almost in Chicago when my wife called me on my cell to tell me the problem at the airport in Guadalajara. So then I called Aeromexico to find out what was wrong with the reservation I made two weeks ago for my family in Mexico. The answer they gave me was that they tried to call me on the phone to let me know that my credit card was declined, so they can't make the charge for the plain tickets. Also, they said that they left me a message on my voicemail because I never answered the phone. Nothing of these were true because I never received the message they were talking about. So after all of these, I called the credit card company to make sure that it was true that the Aeromexico staff told me that my credit card was declined.

The person at the credit card company confirmed what I was thinking. They never tried to make a charge to the credit card, so the staff from Aeromexico lied to me. The only thing I have to say is that my family's expenses in Mexico and my expenses here is about $400.00 (not counting me missing work for a day). So I leave this up to you, if you want to make the compensation. That's all I have to say. Thanks.

Once we arrived at MTY airport for our return flight, we were informed that there was no such flight! We had paid and been booked on a flight that did not exist. So now, after we have scheduled, paid, rescheduled and arrived at the airport to complete our agreement with Aeromexico, we find that they have fraudulently promoted and charged for a fictitious flight. There was no notification about the flight change.

Then they said there is a $55.00 fee, so my wife paid and ran back to the plane. And they had shut the door, saying "Sorry, you missed your flight." The supervisor and the lady who told her the bag was OK apologized for their mistake and offered a ticket on the next flight which would get her to Mexico City at 3:00pm.

I called Aeromexico three times and asked for a supervisor, and they said they don't have a supervisor and that $55.00 is a policy. I argued that "you took my wife off the plane and made her missed her flight home." They had no sympathy. Finally called Expedia, and they transferred me to a supervisor at Aeromexico. I asked for a free ticket for my wife from Culician to Houston, because my wife missed her flight on Delta. She said, "No, but I will waive the $50.00 change flight fee and book a trip from Culician to Mexico for March 10." And I was put on hold, then I got disconnected. I had to pay change flight fees on Delta.

I'm very upset with Aeromexico because my family didn't go to the wedding of my son. Also the hotel that I paid, the clothes and everything that I bought for nothing. I spent a lot of money and now that I want to use the ticket that I already paid result that I have to pay 150.00 for each ticket us punishment to me like it was my fault. I'm very angry with Aeromexico for everything. I need your help. My husband is not working and I want to use the ticket at least because I already paid them but I don't want to pay more and they are asking me for 964.00 extra for the punishment they said. Please help me.

The economic is a lot because I spend more than 4000.00 dollars in clothes to use in the wedding for my husband, my son and my 2 daughters that they supposed to be the flower girl, my son the bible boy. All the present that I supposed to send. Everything is a big mess just because they don't explain correctly. Didn't care nothing and they said they will give me a credit for my tickets if I use them no more than 1 year.

Well, now I want to use the tickets, I have to pay 150.00 for each ticket as a punishment and is not my fault. That was their fault. And everything I spent to the hotel for nothing and my family are going to Guadalajara and I have to pay 964.00 dollars punishing me instead of I punish them for what they have done to me. Please do something for me. Thank you so much. Sorry for my mistake.

I called today, February 11, 2010, and they told me my reservation had been cancelled ,because I did not call back on February 1st. This was wrong, because I was not told this! I tried to rebook with them, and now they tell me they have nothing available, unless I wanted to book sooner or later dates! I had already booked my resort for that week, and it is not refundable. I asked about getting my points back to American Express and they will not do this! This is awful and wrong, and totally misleading. I cannot afford to go and buy 5 tickets elsewhere, and I can't afford to lose my money already paid to my resort. I need something done! Please. This is our family trip, which was ruined because of a receptionist who did not know what he was talking about. Please help me get something done about this.

We were not allowed to use the credit last November for a trip to Cancun. We were told that we could not change the destination and we could only use the credit for Cabo; therefore, we booked with another airline to Cancun. I have since learned that at the end of November, Aeromexico did not even have flights to Cabo directly from Seattle.

I have been given nothing but a customer service email address from the telephone agents. I have emailed them three times over the past two weeks and haven't received as much as an automated reply that they received my message. I am at such a loss and don't know where to go from here. I am beginning to get the distinct feeling that I'm about to lose my money. I'm sure that I am about to be out $600.00.