Aeromexico review by Gasper

The worst airline and customer service!!! Don't waste your money and time to book a flight on this horrible airline! We were on a connecting flight from NY to Cabo San Lucas and nobody at their airport to let us transit to the next flight, they wanted all passengers to wait in line for two hours in their Immigrations and when we got to the gate, the attendant said the plane had just left and didn't talk to us again. We went to customer service and wanted to complain, they didn't even lift their head to look at us and just said you have to get on the next flight, and they said they don't speak English! We asked when was the next flight, and finally managed to understand the customer service relations that it would be the next day!!!! We asked for a manager, and they directed us in every floor on the airport and took us an hour looking for one and when we finally found one, the manager was rude, obnoxious and mocked us stating when he would travel to Dallas TX he would have to wait for his next flight due to 4 hour layover, we were like this is not a 4 hour layover this is a connecting flight to Cabo San Lucas! He gave us a choice he can get us on the next flight the next day but for our luggages he will try to get it located or if we wanted to look for our own luggages!!!! Where on earth will we find our luggage in their huge airport???? This was our first vacation to Mexico on their worst customer service airline and this all happened when we getting a new President, a feeling of retaliation because we were from the USA. We never got a food/hotel voucher because we were in the airport for more than 12 hours and slept in their airport benches! The worst part going back home to the USA, when we seated in the aircraft, a flight attendant walked towards us and handed us a new boarding pass stating our flight to the USA has been cancelled and we had to wait for another 12 hours for our next flight! This was a horrendous experience, half the passengers all from the USA were all canceled and had to wait overnight at the airport! We all had a feeling this is their modus operandi to make more money because they will sell your seat for a higher price and the original passenger had to pay for the consequences by cancelling their flights! Never again will we fly with Aeromexico! Worst, horrible customer service ever!!! When we got back to the States, I called Aeromexico's customer service and even reported it to Aviation Consumer Protection Division, and after a month we got a reply: FW: KC2016060062 - CG1902 [ ref:_00D301HUqw._50013uh2gD:ref ] N Customer Relations Thu 7/21/2016 6:16 PM Inbox Dear xxx Thank you for contacting Aeromexico via the Department of Transportation (DOT) in regards to your claim and the bad experience you had on your most recent flight with us. We are reviewing your case and will get back with you as soon as we can gather all the information from the areas involved to resolve your claim. ?? ?? ?? Thank you very much for contacting Aeromexico Adriana Ruiz Customer Relations Coordinator US & Canada Coordinadora de Atención a Cliente US & Canada 3663 North Sam Houston Parkway E. Suite 500 Houston, TX 77032 | FAX: 281-3723491 | Sita.HOUKL | [email protected] And never heard back from her. Great! It was a horrible experience with their airline, their manager as being the role model, emitted an attitude of retaliation of "that's what you get" like when he was in our country in the USA. As a manager, he must lead by example to obtain respect and to look up on, not only for the company he's working for but for himself as an individual. Lastly, they're not customer oriented. They don't care about their passengers and most especially if it's a foreigner. Having a horrible experience with their airline, never again we will patronize Aeromexico. I guess they don't care if passengers give them a bad review about their airline and service. All I can say is, if it wasn't for tourists, there wouldn't be jobs for people, nor spreading the word of how great their airline nor their customer service. It was our first encounter with everything. First visit to their country, first flight on their plane, first missed flight to our main destination to Cabo San Lucas, and not only once but they changed our flight back to New York without informing us, handed us a new boarding pass to New York, while we were boarded on the plane to Mexico for New York, asked the representative why it was changed, all she said was, she didn't know and that she was told to bring it to us. The long wait of a 12 hour at the airport, no lounge, and no food offered, it was just...Horrible. Hopefully this will help other passengers to think twice and book with your own risk and regrets with Aeromexico.