2.4/10

    From 92 passenger reviews

    Cheri

    from Mexico - December 1, 2022

    Flew Business Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Baggage Handling

    • Check-in Process

    • Meals and Beverages

    • Recommend Airline

      No

    We had 2 bad experiences at the Mexico City satellite airport of Santa Lucia (NLU). The first flight was chaotic with no pre-boarding or even standard zone loading. Fortunately, several gentlemen DID WHAT THE AIRLINE DID NOT and waved my amputee husband and me to the front of the line. On the second flight, there were no zones or even pre-boarding. 20-30 passengers were placed at the front, ignoring those who actually needed pre-boarding and those who were paying Premier, both of which we were. When seated, we watched as several economy passengers jammed their crap in the Premier overhead bins. Result? Hubby’s carry-on-the one that held his medications — was scuffed and badly jammed.

    I wrote to complain and got the standard “too bad, so sad” letter in return. While I was looking for a small compensation to acknowledge that they did not deliver as promised, I got a form letter than any trained lizard could, and did, write.

    We will look elsewhere in the future and heartily recommend that you do the same.

    SARAH

    from United States - November 7, 2022

    Flew First Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Check-in Process

    • Meals and Beverages

    • Recommend Airline

      No

    My husband and I bought roundtrip First Class tickets from Austin, Tx to Lima, Peru with one connection in Mexico City. Two months before our fight, Aeromexico changed the itinerary from Austin to Houston to Atlanta to Mexico City to Lima! AND changed all from first class to coach except the leg from Mexico City to LIma. This would have us changing planes four times and added 7 hours to our travel. I tried for those two months to contact someone – anyone at Aeromexico who could address these unacceptable changes and was completely unsuccessful!!! Aeromexico doesn’t have bad customer service, they have NONE.
    This itinerary was completely impossible for my elderly husband, so ultimately we just lost the trip and the money we spent. I continue to attempt to speak to a rep who can address this to no avail.

    Melissa

    from United States - September 11, 2022

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    REFUNDABLE TICKETS ARE A SCAM! Aeromexico is stealing from customers by refusing to process “fully refundable” tickets. I paid A LOT extra for refundable and now 5 weeks later still don’t have my $1600 back! I have asked three times to speak with a supervisor and they refuse. Then I asked to speak with someone in the refund department and they told me that department doesn’t have a phone! HOW CONVENIENT. I don’t trust that I will ever get my money back!

    Omri

    from United States - April 7, 2022

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Check-in Process

    • Meals and Beverages

    • Recommend Airline

      No

    AeroMexico is a terrible airline. Think twice before you book a flight, and make sure you read the fine print. I have traveled to hundreds of cities, and I have never experienced such a terrible level of service. I purchased a ticket, confirmed my flight and I was bumped from the flight at the last minute because they “didn’t have enough seats”. Of course, one would expect a refund, but even this was not confirmed at the gate and the airline said I need to reach out by phone. Here’s the catch – AeroMexico has no customer support phone line!!! They only accept emails. This is incredibly frustrating and borderline manipulative. Do not fly AeroMexico!

    Zhaoxi

    from United States - February 20, 2021

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Baggage Handling

    • Check-in Process

    • Meals and Beverages

    • Recommend Airline

      No

    On November 1, Aeromexico cancelled my flight to Santiago, which I booked through my travel agent, Chase. I requested a refund three times from Chase. Chase told me that 1) due to the pandemic, Aeromexico inhibited Chase’s ability to issue direct refunds to passengers, and 2) Aeromexico’s policy is to only offer travel credit even for flights that they cancel. Three and a half months after the cancellation, I still don’t have my refund.

    Aeromexico is brazenly violating American law. According to the US Department of Transportation’s webpage on refunds (https://www.transportation.gov/individuals/aviation-consumer-protection/refunds), “a passenger is entitled to a refund if the airline cancelled a flight, regardless of the reason, and the passenger chooses not to travel.”

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