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Aeromexico Reviews

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About Aeromexico

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Aeromexico provides international and domestic air transportation services, linking destinations throughout Latin America, North America, Europe and Asia from its Mexico City hub. Since its founding in 1934, the carrier has developed an extensive route network and is supported by regional operations and dedicated cargo services.

Pros
  • Efficient handling of lost luggage
  • Clear communication during processes
Cons
  • Frequent flight delays reported
  • Inconsistent customer service quality

Aeromexico Reviews

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    Page 5 Reviews 440 - 640

    Reviewed Nov. 24, 2009

    Aereomexico airlines opened a direct fly from Mexico city to Denver, we alway fly Mexicana. We decided to give a chance to Aereomexico to see how their service was,my siste bought the tickets and since she flies with her kids, we dont like to have fly connections. A month later aereomexico change the cancel the direct fly, denied to refund the money and send my sister to Atlanta as connection fly to Denver. She had to spend 5 extra hours on the connection fly. I called to complained and they just not care.
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    Reviewed Sept. 17, 2009

    on september 3rd i began calling around for prices on airline tickets to mex.city where we visit my inlaws every 6 months. when i called aeromexico they told me there flight was direct so i didn't mind paying a little more but when we relized that the times from phoenix to mex city were kind of long we called and were told that we had a stop in hermosillo, i was specific when i asked for a direct flight and was lied to.
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    Reviewed Aug. 5, 2009

    The staff at the airport in Mexico City told us to go to the wrong departing room which caused us to miss our flight to Cancun. After what happened, I asked the Aeromexico personnel what I should do. And with no willingness to help from the staff at the booth, we were told to wait on stand by and see if there were any empty seats available on the next flights. There were only two flights left and I noticed that my "stand by" tickets were always put at the bottom. I noticed that four to six people were called when empty seats were available on each flight.

    I asked the person at the booth again on why they called other people and not my name. I was told that the persons on the waiting list had priority (no one told me that before!). I asked them how do I get on the waiting list. They told me that I need to pay to have our tickets printed (Note: This is in addition to what I had already paid). I went to the ticket booth and they charged me $120.00 to print three tickets (one for my wife, one for my 21-month old baby, and mine).

    When they were doing that, they told me that I also needed to have my return back tickets reinstated because they "automatically" cancelled my flight back! They claimed that they have the right to do that. They don't care if you had booked your hotel and car rental and that you would lose money when they cancel your trip.

    Needless to say, they also charged me for doing that for an additional $380.00! The bastards took advantage of my predicament. I would've lost more money if I had to cancel my hotel reservation and car rental. I finally left eight hours later on a flight at 9:45 PM. Let this be a lesson for everyone. I would never fly with Aeromexico again and I would strongly advise against anyone who plans to do that. Aeromexico have no customer service at all and they totally take advantage of people's situations when possible. I hope that more people realize what a mistake it would be to use their services.

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    Reviewed July 31, 2009

    I recently traveled from Phoenix, AZ to Guadalajara, Jalisco, Mexico with a confirmation of **. I made my reservation through your call center at Houston, TX, USA for 07/08/09 through 7/22/09. I had requested for my itinerary to be emailed and your inexperienced reservation agent said you did not do e-tickets or email itineraries. You guys charged me $15 for an e- ticket which I never received. Please review your voice recordings for this transaction. Your service agent could not even spell my last name. How embarrassing!.

    To make a long story short, due to your error, I had to change my flight for the 27th. I had to spend more money for room and board. I am a divorced, single parent of 4 boys. I suffer from chronic pain. I did not take enough medication, and I got real sick. You guys have an awful non-user friendly website, which your general manager in Mexico told me is in under reconstruction. On the 22nd at the airport, you guys told so many thing such as my airplane left the 21st, that that I had a one way to Hermosillo on the 22nd, then that there were 2 Vincent ** on that same flight. Then, you guys said that my airlines left on the 29th, then your manager was going to send me to Phoenix via Puerto Vallarta VIP service. Then they wanted to put me on a waiting list of 12 people. This the was the most unprofessional service I had ever experienced in my life.

    Thanks to you, I missed 3 doctors appointments. I had my 2 boys abandoned for 5 extra days. I had to register them late to school, and they did not get the classes they wanted and needed. I had to pay extra to come back on the 27th of July because you did not send me my ticket and itinerary via email. I had to be in court on the 28th for my son.

    In conclusion, I have called American Express and I am cancelling both transactions due to the carelessness of your service which cost me a bundle. I feel like hiring a lawyer, but I am not unless you do not refund me both transactions. I called twice from Mexico to verify my departure and it was confirmed twice for my departure on the 22nd of July. And, of course, you guys did not log it on your computers. My son took a day off work just to pick me up at home on the 22nd, and he lost 8 hours of wages, thanks to you. Remember that the customer is king in the business world. If you need assistance in redoing your webpage, I'll gladly refer you to some professional Web designers to make your page user-friendly.

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    Reviewed May 30, 2009

    On May 8 2009 I used their services to fly to Mexcio for vacation. My family in Mexico is of low economic means and we were taking them some items including some blankets for thier use. We purchased the blankets in Los Angeles and paid approximately $35 for each one. We were taking with us a total of 4. I was aware that there is a limit of 2 suitcases per person and one carryone each. We didn't think though that they were going to try to charge us $100 for each extra Suit case we were taking. They were trying to charge us $800 for excess bagage when the airline tickets only cost $750 for 2 tickes. I tried to talk to the person that was checking in our bags and he made no attempt to help us with the dilema. I finally asked to talk to the supervisor and after a few minutes of almost begging she agreed to charge us only $300. I only agreed to pay this amount because the flight was about to close. On our trip back home we used Alaska airlines, had a lot more luggage that when we left, and Alaska airlines only charged us $75. I don't uderstand how there can be such a big diffrence in what airlines are allowed to charge customers for excess luggage. There should be some limit.
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    Reviewed May 9, 2009

    On May 6th, my boyfriend, Greg, and I were scheduled to go from Miami to Buenos Aires with a layover in Mexico City. Our plane left at 7 PM. We had been dropped off at the airport very early, as my parents had meetings to go to in the afternoon. Upon arriving at MIA at 11:00 AM, we were told to wait until 2:30 pm to check in for the flight. At 2:30 we checked in, and asked the ticketing agent about the flight from Mexico City to BA- the swine flu had caused several cancellations in the past few days. We explained that we would rather be in Miami then stuck in Mexico City. We were assured by two attendants that the flight was still running and there would be no problems. We waited for our flight, and continued to check to make sure that the flight from Mexico to BA was still flying. Again and again we were assured that we would be able to make our flight.
    Several hours later, we arrived in Mexico City to find that our flight to BA had been canceled. Aeromexico said it was not their fault- that we should not have gotten on the flight. They did not care and said to buy a new ticket or reschedule for another day. The problem is that they did not know when they would be flying to BA again. They made no efforts to reroute us through another country. WE spoke with several managers who kept sending us to talk to someone else until we wound up right where we started. This went on for two days- two nights of hotel fees and taxi fees- until they put us on a plane to Santiago Chile. From there they explained that it would be up to us to get to BA. So we bought a ticket on a new airline for the trip to BA from Santiago. When we arrived in Santiago, we were each required to pay $131 to enter the country even thought our flight left the next morning very early. We also had to get a hotel in Santiago and pay for taxis again. This in addition to the new flight we had to purchase. We have spent over $1000 additional because Aeromexico made a mistake and put us on the plane in the first place. We could have had our ticket refunded in Miami for free due to the circumstances- but since we had already used part of it, we were not allowed to make different arrangements.
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    Reviewed April 13, 2009

    On Monday April 6, 2009, Mr. ** and I had a flight departure at 7:00 AM leaving for Mexico City. From Mexico City we had another connection to Chicago and from Chicago to Minneapolis, Minnesota. Mr. ** and I arrived at the Guadalajara Airport at 5:00 a.m., checked in, got our luggage searched and our boarding passes were inspected before entering the doors to the gates. We had about an hour and 20 minutes until boarding so we decided to have breakfast. After breakfast, we went to our gate and waited until they called for boarding.

    After minutes of waiting, we noticed that there weren’t a lot of people waiting so we decided to speak to one of the agents and they informed us that the plane had already left. They informed us that it was 7:30 a.m., not 6:30 a.m. Apparently, the time in Mexico was changed and we were not notified. When our luggage were screened, our boarding tickets were given to us or when we had to pass the door before the gates, we were not told anything. I would have assumed someone there would have had some courtesy and notified us of the time change. Or someone could have said to us that our plane was boarding in half an hour and to hurry up.

    Everyone there did not make an effort whatsoever to notify us. Everyone there took his/her time while we had to do the screening process. We spoke to a supervisor at the AeroMexico booth and we were told that it was our responsibility to know of the time change. My argument was that if we were Mexican residents, then it would make sense that we would be aware of the time change. As tourists we would have never guessed Mexico had changed their time. The supervisor told us that they were willing to compensate us but it had to be a flight with the same connections as our original flight, but they did not have a plane with our connections leaving on Monday the 6th of April. We had the option to pay for another flight, which would cost us about $600 each or stay the night and wait until Tuesday, the 7th, for another flight. Mr. ** and I did not have the money; therefore, we were forced to stay another night in Mexico.

    On April 7th, we arrived at the airport at 5:00 a.m. as instructed and spoke to another agent in AeroMexico. The supervisor and travel agents that we had spoken to the day before were not there and we were told there was a flight with the same connections as our original reservation but there was a $250 charge for each. At that point, the only option we had was to pay for the ticket in order to return to the United States.

    I am very disappointed in how we were treated by AeroMexico Airlines. Not only did I miss a day of work, we had to pay for another day of lodging, pay a taxi for transportation, and we were forced to pay for another flight ticket. Despite how the media portrayed Mexico this year and warned tourists to stay away from Mexico, Mr. ** and I still decided to visit Mexico. This had been my first time visiting Guadalajara and I feel my trip was a letdown. I have been traveling for more than seven years and never have I missed a flight! I always make sure to be at the airport ahead of time just in case anything occurs. Even if we made it to the airport 3 hours before our flight, we would have still missed it because no one would have notified us of the time change. I cannot rationalize how someone there didn’t say anything, and if they saw that we only had an hour until boarding, why were we not told? It does not make any sense to me! I don't feel we needed to pay for another flight ticket!

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    Reviewed March 11, 2009

    For a high school graduation present, my parent's presented me with a trip to go with them and visit Guadalajara Mexico. My father and I had visited there the year previous flying Alaskan Airlines, but found a very good deal on AeroMexico. The trouble began the day previous to the flight were I had checked our flight status online to discover that our flight from Phoenix to Mexico City's flight time had changed to be 2 hours later and the flight from Mexico City to Guadalajara had not changed, meaning that we would arrive in Mexico City an hour after our 2nd flight would have departed. After about 2 hours on the phone with AeroMexico trying to get them to understand, they finally gave in and said it had been fixed. When arriving at the airport the following morning we discovered nothing had been done about our arrangements, and the lady at the check-in desk had no idea what to do. It took 45 minutes to correct the problems which forced us onto a flight to Hermosillo, Mexico to be connected to Guadalajara. We accepted the changes and quickly headed to our gate. My mother who is very frightened by even the thought of flying took a huge step in doing this trip with me. We were forced to check all of our bags except my backpack, and unfortunately had to check my mother's bag which she thought she would bring on board which contained her medicines and personal belonging. Taking off from Phoenix airport, we departed towards Hermosillo, Mexico where we would connect. Our plane was a small plane seating perhaps 30 people. No troubles on the first flight as we landed in Hermosillo to go through the customary Mexico customs ordeal. We then boarded our next flight to Guadalajara where we were promptly took off in a similar aircraft to the first flight. About 45 minutes into the flight, we heard the right engine seemingly slowdown, and perhaps even come to a stop. My father and I exchanged looks as we began to regret our decisions to bring my mother on this flight. The plane began to bank to the right as we began to make a loop back towards Hermosillo. After about another 20 minutes, a voice was heard over the intercom. Being a Mexico national flight on a Mexican airline, we were unable to understand much of what was going on, but with some translation my father and I were unable to understand the words broken, problem, and engine. Luckily my mother doesn't speak much spanish so we kept it together and simply said we were just going back to check on some stuff. We flew in the air for an additional hour and 30 minutes as we began to worry even further, were we trying to lose fuel in preparation for an emergency landing? From speaking with the other passengers, we found out that we really knew nothing less than anyone else did that spoke the spanish language. Without any information, we landed back in Hermosillo for all of 10 minutes which several families proceeded to leave the airplane and not return. We kept on the plane and proceeded ignorantly on the flight. After about another 45 minutes into the flight a woman began to experience chest pains and after sometime, decided that we must land for immediate medical attention. When we landed in Culiacan, Mexico, paramedics boarded the plane only to tell the woman she was fine. In the process of us being on land again, a man used the restroom next to our seats where the door for whatever reason became permanently locked. Luckily we were on the ground still and a service man came to the back of the plane and pried the door off to free the man, disabling the use of the restroom for the duration of the flight. When we finally took off, we were lucky to not have any more difficulties for the remainder of the journey. When we landed, there was quite a bit of confusion of where people were coming from and where people were to go in order to declare what they were bringing into Mexico. We arrived at the baggage claim center only to receive 3 of the 4 bags we had checked. The only bag that did not make it was my mother's bag that we were forced to check. After such a terrible flight challenging my mother's sanity, that was the last straw. Luckily enough, they were able to locate the bag in Hermosillo in customs there and shipped it to us within 2 days. When traveling back to the U.S. once again, the tickets had changed and no record of this was in the system, and the same length of time and ordeal took place in trying to correct the errors in our flights... ignorance. The lack of communication provided from AeroMexico to its passengers during a distressed flight situation is revolting and terrifying, I can only hope that more information might be been provided in the future.
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    Reviewed March 4, 2009

    I had called in prior to my departured to see about the luggaged amount, due too I was traveling international I was allowed 2 carry-on. But when I got their they told me that because I was connecting with another airline and also becasue I had a 5 between flights it was not consider international flight. So I had to pay $265.00 for the 2second bag. This is outragous and would like to see how I can take care of this for a refund or something
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    Reviewed Feb. 23, 2009

    We purchased tickets through their website to Mexico via Tucson AZ. When we arrived at Tucson, AeroMexico had pulled out the airport, leaving no one there to help us. THey never contacted us about the move. We were able to rent a car and go to Phoenix to catch a flight that went to the same destination. We requested reimbursement of the $80 in cost, and though we sent numerous requests, the only response I received was to transfer me to the US customer relations, and they have never responded at all. If they had contacted us, we could have changed our flight via Phoenix (it would have been less expensive even)and avoided the stress of nearly losing our vacation. And on the way back, even though we had made arrangements for the change in route, when we got to the airport, they had no record of it. They do not care about their customers at all.
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    Reviewed Jan. 25, 2009

    On January 5th we (My parents and I) arrived to Ontario CA from Oaxaca Mx. From Oaxaca, to Mexico city we flew with Mexicana and from Mexico city to Ontario CA we flew with Aeromexico. When we arrived, none of our bags came with us. It was 12:30am and the person who we were doing the report with told us to do only one report for the four bags. she said the four bags would arrive the next day. My mom's two bags came two days later, my dad's bag came on Jan. 12th. we got a compensation of $100 when we picked up that bag. Mr. Hernandez (the person who is supposed to find lost luggage) said that that was all we were getting because there had only been made one report. He said that in order for us to get a bigger compensation we were supposed to do one report per bag but remember that we had originally been told to do only one report for the four bags when we arrived. I kept waiting for my bag and one of the times I called to check on the status of it Mr. Hernandez told me that he had already sent like 9 messages through their communication system and by phone to mexicana at the airport in Mexico but that he was getting no responses. he gave me the phone number for mexicana at the airport in Mexico city. I called and I did not get an answer. I only got an answering system, for which I was charged. the next day (Jan 17th) I tried again at a different time and I did get an answer. the Mexicana representative said that they turned in my mom's two bags and mine to aeromexico. otherwise how would we explain that my mom's bags did arrive. she asked me for the reference number and/or report number but I did not have it and she said that with these numbers she would be able to find it faster. so she then gave me a phone number for a customer service person in LA (Teresa Bravo). she said I needed to call her as soon as possible because this person in LA would be able to help me. before she gave me this number I told her I needed someone to help me find my bag because I felt that I was not being helped by aeromexico. the Mexicana rep. responded with something like "I know. It does appear that aeromexico is not doing anything to help you." I tried calling Teresa Bravo several times but I had no luck. I called Miguel Hernandez again to get the report number and the next morning (Jan. 21st) I called the airport in Mexico again at the lost and found dept. and gave them the number so they could help me find the bag. the lady at the lost and found dept. asked me for my name but I told her that the bag was probably under my mom's name. and she said that the bag was in fact under my mom's name and said that according to her system the bag was in their headquarters. she asked me where I lived, I told her I was in Ontario California and she asked me if I wanted it sent to Ontario. when I said "yes" she said she would have it sent and to call the ontario airport the next day to confirm that the bag had arrived. the night before I had made this call I emailed Teresa Bravo and got a response the next day saying also that the bag was concentrated in their headquarters in mexico and to give them 2 days to send it. that same night I called Mr. Hernandez to tell him that I had found the bag and he asked me "where was it? I told him it was at the headquarters in Mexico and he said "see I told you that's where it was." toward the end of our conversation he said "there is always someone who to blame huh, and I guess I didnt do my job right," something to which I did not respond. He had repeatedly told me that he could not get a hold of anybody in mexico but I did get a hold of them. this does not make sense. but anyway when I went to pick up my bag on Jan 23rd I was told that I was not going to get anything for this inconvinience even though I had to buy new clothes and had to make those long distance calls. In addition, Mr. Hernandez made me appear as a liar when he said that he never told me he hadn't done his job right. plus his supervisor and him said that they were the ones who had found the bag before me. well if this was the case why did they not call me to tell me about it? and why when I called him to let him know that I had found it he responded with something like "where was it?" and "I didn't do my job right" of course he probably did not want to admit what he had told me in front of his supervisor. and in the end I asked them if they did not abide by the policy of "the client is always right" and Candy Munguia (the manager) said something like "you can look at it however you want." Today Jan. 24th I notice that things are missing from my luggage and there were pants that do not belong to me. I thought baggage was not supposed to be inspected without the owners' consent. first of all my bag was almost 3 weeks late, I get the worst customer service ever, and then I notice that things are missing from my bag witouht any compensation. oh one more thing. when my dad's bag was still missing Mr. Hernandez said that that bag was nowhere to be found and that he had called phoenix and that it was not there. we got a call from aeromexico in phoenix on jan 12 saying that the bag was there.
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    Reviewed Jan. 4, 2009

    I purchased a ticket online on 12/2/08. The ticket was reserved for 01/03/09. I received the confirmation and I paid with my credit card. The day of my trip I arrived to the airport and I was told that my ticket was cancelled because it was not charged to my credit card. I never was notified about this issue. Since I really needed to go Mexico for a surgery on Monday, I asked the Aeromexico's employees to solve my situation. The only answer I received was that I had to buy another ticket, and there was nothing to do about. As a result, I bought another ticket for 800 USD. The ticket reserved at first was 441.94 USD. Please, let me know if there is something to do.

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