Aeromexico

Buyer Beware – awful customer service. $425 to ‘change’ our flights. Would not recommend at all

I flew from Narita to Miami with a layover in Mexico City. Aeromexico lost my luggage and doesn’t want to take any responsibility to reimburse me for the lost items. It is impossible to contact anybody by phone. I filled out a claim form and they haven’t located or even try to look for it. They keep sending nonsense e-mails stating, “we are looking into your case, somebody will contact you soon, we still working in your case, we will keep you update…blah, blah, blah”. Some e-mails are signed by Melissa Carmona Customer Service Representative, who knows if she is a real person. I want to move forward and proceed with reimbursement, but Aeromexico isn’t giving any solution and refused to pay for what I’ve lost. Terrible customer service. The worst airline in the world, Aeromexico doesn’t want to take responsibility for their failed actions. Travel Tip: Be careful or your luggage will be missing or stolen.

I am flying for work in this airline quite often, about 4 segments each month. Originally I was satisfied, but when things actually needed a human being to do something for a customer, that’s when the true colors came out. At Mexico City hub, there is absolutely no control or order for passengers waiting to board a flight. It is often total pandemonium. There are hardly ever enough seats for waiting passengers, causing passengers to seat on the floor, stand up or look for seats on empty gates. Once, they refused to let me disembark to retrieve my cell phone from the gate area, even when I said Id rather lose the flight, since they would not let me back in. Another time, they claimed to have paged me to board flight, but there is so much noise and pandemonium, it is totally impossible to hear a thing. I came to a gate to wait for my flight, when the plane had not yet closed its doors, and they would not advise they were closing doors or any signal whatsoever, causing me to lose my flight. Then they charged me $650 to board on a later flight the same day. While I was on the super long line made up of other passengers or travelers that one way or another had been screwed by this airline, I heard other passengers complain how incredibly expensive and unfriendly this airline was. I could not agree more. If you perceive some anger in this tone, you are very perceptive. I asked my work never to book me in this airline, so much so I pledged to pay the difference of a more expensive ticket in another airline. I will ride a donkey to my destination or I will walk, but I will not voluntarily fly with this airline ever again.

Pilots and maintenance crew no problem; pilots flying the plane great. However, selection criteria for the crew in business class: pursed lips, don’t crack a smile, boss passengers around and make them feel like they’re unwelcome guests in THEIR plane. This was evident in all four flights we took.

Worst experience with an airline, ever. They left our checked-on bag (which had our keys to our car to drive home from Chicago to southern Indiana, and our house keys) in Mexico City, which was our transfer city from Cancun to Chicago. We found this out when the bag didn’t come in the baggage claim in Chicago. We told them about the missing bag, and they 1) thought we were lying about our bag, 2) rudely treated us like criminals trying to con our way into someone else’s bag (???), 3) took forever to find out where the bag was, 4) took even longer to contact the Mexico City airport to tell them to put the bag on the next flight, 5) took so long to do that, that we had to stay an extra full day and a half in Chicago because it was not put on the next flight, 6) did not provide us with any compensation for our stay, did not offer any promotions, did not offer to pay for a locksmith into our car so we could drive home and get to work the next day or anything, and 7) bragged about how this situation might give them a bonus (I’m sorry, what?). The woman in charge of contacting Mexico City and our bag kept disappearing and was nowhere to be found when we needed information, and would not pick up her phone most of the time. Every time she interacted with us, she was rude and acted as if we were lying. She also had no sense of urgency, and told us she could not guarantee any sort of compensation for us, which made no sense. She admitted the airline made the mistake once we showed her our tickets, and seemed surprised (yeah, we didn’t lie, thanks). Yet, there was no urgency or attempts to make it better for us while we waited in Chicago or compensation for us for missing work the next day. There was also no confirmation of when our bag would arrive. The airline made the mistake, and we suffered for it, without any sort of compensation. I will never fly with Aeromexico again. Never.