Aeromexico

Viajo a México tres veces por año. En la Benito Juarez AEROMEXICO da a sus clientes el peor servicio al cliente. La última vez llegue tres horas antes y según ellos mi bueno ya estaba cerrado. Y salí tres horas después. Algunos de sus empleados son muy groseros. Esto lo hacen porque esta es la única aerolínea Mexicana… prefiero un servicio al cliente de calidad a un sándwich frio.

AeroMexico has terrible refund policies. We got caught in Puerto Vallarta in October when the «huge» hurricane was supposed to hit, October 24^th, 2015. They canceled our flight and closed the airport so we took a bus to Guadalajara and flew out from there, but had been unable to book an AeroMexico flight there. In the past we had our plane tickets refunded for an airport closure during a hurricane, but that was Alaskan Air. We assumed AeroMexico would be just as gracious. They were not. We tried everything and gave up, and are out $ 400+. I put it our of my head the past few months until talking to friends that just had flight canceled during the new york snow storms. They got their money back and told me that airlines always refund when flights are canceled. I will NEVER use AeroMexico again.

Worst airline with baggage. Flown many many airlines, never had this bad of an experience

NEVER WILL I EVER GO TO THIS AIRLINE AGAIN! They lost my whole families luggage!!! 8 suit cases gone. We emailed the supervisor and they said they aren’t going to compensate us what so ever. I had my go pro underwater camera my LV purses and so on. I’m crying because my uniform and makeup is in there so I can’t go to work and I will get fired for not being in uniform. My boyfriend has to buy clothes and everyone else in my family is screwed as well. They laughed in our face saying «sorry there’s nothing we can do» I CANT BELIEVE THIS AIRLINE! You get what u pay for. Complete crap! Please do not fly with this horrible company I beg u. I promise u will hate it.

I flew San Francisco — Bogota via Mexico City. The trip to Bogota was completely seamless and fun.
The return trip, though, was a bit of an adventure. The airport in Mexico City got closed for a few hours due to weather so the plane was diverted to Leon where it stood on the tarmac for a couple of hours before continuing onward. In the meanwhile, my connection, of course, left without me. Aeromexico handled the situation splendidly and gave me another boarding pass for the following flight, for free, without any hassle.
My luggage, however, was lost. The luggage area was chaotic and confusing. I do not know how much of Aeromexico ’ s fault this is — I think this is more of an airport problem than the airline’s. The closure and the resulting backup probably was a contributing factor.
Overall, I think that flying with Aeromexico via Mexico City is a decent option, but with two conditions. First, you speak enough Spanish to maintain a basic conversation– otherwise, you will likely feel very lost should anything at all go wrong. Second, you undestand and accept that Mexico is not a First World country and has a different way of doing things. Unlike in the States, things move slowly and Customer is not god. Therefore, you need to be patient and respectful when dealing with various personnel at the airport. I saw a few Americans with that «I paid for this so make me happy right now» attitude and let’s just say things did not go smoothly for them. On the other hand, treating personnel as equals, with an open mind regarding their culture, works like a charm and makes for a pleasant journey.
If the above paragraph is not something one is comfortable with, I suggest flying American Airlines, United or suchlike. A few hundred bucks you will be overpaying would be totally worth it.

When I instantly walked in and looked at the massive line for check in I swear I thought I would wait in line for hours. But I was slightly impressed with how quickly the line moved. And the gentleman in the counter was polite and also quick but he was way to quiet and didn’t speak loud enough to hear. I kept having him to repeat his world’s.

es toda una mafia que trabaja dentro del aeropuerto en Guadalajara, mi hija viajó de Monterrey-​Guadalajara, Guadalajara-​Los Ángeles, y en el transbordo de Guadalajara-​Los Ángeles la mafia que trabaja para esta compañía cambiando las maletas de un avión a otro robo varias pertenencias de la maleta de mi hija, y obviamente mi hija se dio cuenta hasta que llego a casa en Los Ángeles, pero la cuestión de escribir estos reseñas es para llamar la atención de los jefes o dueños de esta aerolínea, que sepan que algo terrible está pasando dentro de su aerolínea y que pierden prestigio y credibilidad, a lo mejor no les importa por que es muy comun para ellos que esto pase en Mexico y estamos muy acostumbrados a no decir nada y no levantar la voz, pero debería de importarles ya que no vuela una ni dos personas, vuelan cientos de pasajeros todos los días y que todos merecen respeto por sus pertenencias, espero esto pueda ayudar en algo a esta compañía que pueda ver que algo ocurre dentro de sus instalaciones!!!

I must be lucked out or something. Cause despite the bad reviews in here I honestly had a great time flying with aeromexico. Flight was on time, plane was clean and quite big for a petit girl, staffs were attentive.
The flight was around 4 hours in coach. They provides complimentary bar service, sandwich and good selection of back seat entertainment.
Yeah, I’ll have my OJ with vodka please. Oh, and agua de coco, thank you.

I have NO IDEA why there are such horrible reviews about Aeromexico! My family and I just flew on the airline 2 nights ago on a red eye flight from LAX to Cancun with a connecting flight in Mexico City. There are 4 adults and 1 infant. There were a few glitches, but I know they happen to every airline, not just this one in particular.
I have never flown on this airline before and was EXTREMELY nervous after reading all of the horrible reviews I found online. I have to give my experience so if someone else is curious they don’t get worried like I did. My sister has coworkers who love Aeromexico also so I felt better hearing that. We booked a trip to a resort through Expedia and it was the only airline.
Our flight departed LAX at 11:30pm. A friend dropped us off at 7:30pm. When we got into the area with the Aeromexico ticketing booth to check in. The booth was not opened yet. There were people already waiting in line so we got in line too. At 8pm, four employees came out and opened up business. Once we got to the counter, the girl who helped us seemed a little inexperienced compared to her coworkers. Maybe she was new or not. I don’t know. She said each passenger with a ticket was allowed 1 free luggage to check in and it was free, but the maximum weight was 23 kilos. My sister and her husband’s bag was 29 kilos and they wanted to charge $ 90 extra for being 6 kilos over. Mine and my husband’s bag was 17 kilos, so they let us go to the side and rearrange our luggage. We managed to even the weight out and each bag was 23 kilos. So no extra charge. The girl who helped us was nice, but she seemed flustered. We gave her our confirmation paper from Expedia, which showed we paid for the trip months ago. She told us that we still owed taxes on an infant. My nephew is 19 months and it was indicated on the confirmation that he will sit on his mom’s lap. The girl started to say that we all owed taxes on our tickets. Eventually she called a coworker over to help her and they spoke Spanish so I couldn’t understand. The result was she made a mistake and thank god her coworker knew what he was doing! Your carry on must fit that sizing thing. If not, you have to check it in. So be sure not to over stuff your carry on luggage. My family brought a stroller for my nephew and it was checked in at the boarding gate. They were thorough and asked my sister for her boarding ticket to write the correct information on the tag. Then the Aeromexico employee tagged the stroller.
After we checked in, we got to our gate at 9:30pm and that left us with 2 hours to until departure. We rather be early and wait. Once it got close to boarding, they first asked for volunteers to have their carry on luggage checked in since it was a full flight. No one volunteered so they went around asking people thoroughly. My sister misunderstood and was under the impression that she HAD to check in her carry on bag. Other passengers refused when the employee asked to check in their carry on and they didn’t check in their carry on. The other glitch with this Aeromexico was that there was confusion at this point. When we got to Mexico City we had to go to the baggage claim and get our luggage to transfer it to our connecting flight to Cancun. We had all of our bags and did what we were told to put them on this conveyor belt and told that everything would be going to our final destination. Once we got to Cancun, everything came out except for that carry on luggage that they had my sister check in at the boarding gate. However, the employee at the baggage claim area was extremely helpful. They took down detailed information about the luggage on what it looked like and if there are any special markers on it. My sister tied a green ribbon on the handle and they wrote that information down too. They said they would do everything they could to find it. They didn’t know what happened or where it was at the time. They said once they found it they would have it delivered to our resort. We flew into Cancun at 10am. Got to the resort. Then by 6pm my sister got a call from the hotel staff informing us that they were bringing the lost carry on to the hotel room.
Overall, we had a very good experience with Aeromexico. The flight attendants were great. Very nice and polite. It was a standard flight. They have tv screens on each headrest and a selection of movies, music, and entertainment to choose from in multiple languages and it was free of charge. Yes, we had some hiccups, but we cannot blame Aeromexico. Things like that just happen all the time.

BEWARE & SHARE: Even if our family isn’t able to be reimbursed for the valuables that were stolen at the Miguel Hidalgo Guadalajara International Airport in Mexico, after flying Aeromexico during our recent vacation, we hope this email helps create awareness about how little this airline/airport’s passengers’ personal belongings mean to them. As the customer we are no longer able to trust this company or the airports where they operate with any valuables. Wear them or carry them on your body because once they leave your sight they might be gone forever. Below is our current situation (the theft of my mom’s jewelry upon arrival). Emails and calls to Aeromexico and its customer service department revealed that although many of their customers travel with expensive belongings and valuables, the company asserts that they aren’t liable for any of it regardless of whether their employees mistakenly forgot to secure baggage!
«I am writing to express my concern about your organization’s operating procedures and officially file a claim for valuable possessions that were stolen from me at the Guadalajara International airport Aeromexico flight baggage claim on July 23^rd or 24^th in transit from LAX international airport to GDL international airport. On Thursday July 23 I flew on flight 785 from LAX heading to Guadalajara which departed gate 23 at LAX around 11:33pm. At the ticket counter where my boarding pass was printed the customer service representative failed to secure my luggage with zip ties as I later found out another agent had done for my daughter’s luggage who was also traveling on the same flight. My husband and I both traveled with carry ons and on the ramp to board the plane an employee of Aeromexico offered to put our carry ons in the cargo hold. In my carry-​on there were a number of items including jewelry items. These carry-​ons were tagged with a red label (which labeled them as „late baggage check in“ or last minute carry-​ons placed into the cargo hold) and they were NOT zip tied, what we discovered later was that EMPLOYEES DO NOT ZIP TIE EVERY SINGLE PIECE OF LUGGAGE AS THE PREVIOUS UnilocalER SEEMS TO IMPLY. The employee who took the carry-​ons failed to mention Aeromexico at LAX would not be liable for our luggage and specifically our jewelry as it was being placed in the cargo hold. After going through customs we picked up our baggage at the carousel however my carry on which held my valuables was not on the carousel, it was lined up with several other red tagged non zip tied carry-​ons a few feet away from the baggage carousel. I believe that it was placed there after someone had removed my valuables (after looking through it). One of the watches I was carrying was in a ziplock bag which was torn open. The valuables were ripped out of the bags they had been in, in a hurry. We have given our business to this airline for many years but no more.»

What is happening to companies/​corporations and their disregard for providing customers with outstanding service 100% of the time?
It’s obviously a larger issue rooted from corporate. These Aeromexico employees at the LAX airport have poor attitudes, rude approaches and irritated demeanors. They do not smile. They are not cordial and not helpful. Aeromexico must not be offering these employees quality training, nor competitive pay. It’s unfortunate moving forward I will avoid Aeromexico airline at all cost.

Do not fly with them, they will try to get more money from you at the airport. They made me pay 150 dollars to change the name on my ticket. Once in LAX and once in Cancun. They ripped me off, both in English and in Spanish. Their on line complaint form rejects American addresses, very convenient!

I DO NOT I repeat I DO NOT understand all the horrible reviews. My family and I have used Aeromexico multiple times when flying to Mexico and our experience has been more than satisfactory. They have great Black Friday deals! Be sure to buy your tickets on Black Friday and you will get an amazing deal! We purchased tickets to go to Guadalajara from LA for $ 250 each. Purchasing them online is very easy. You get to pick your seat as well! My flights have never been moved or anything. You get to take a suitcase of 50lbs and a carryon of 23lbs plus a laptop bag or purse on the plane. They have never weight my carryon lol an extra 50lbs suitcase is only $ 40 if you call and pay ahead of time. If you pay at the airport it’s $ 50 for 50lbs. Also make sure your suitcases weight 50lbs or less or else you will be charged extra for the overweight. They put on zip ties on your luggage now so one can open them.
Checking in with Aeromexico is easy specially if you have everything ready. Passport etc. they do ask that you fill out a baggage tag to put on your suitcases and carry on. The plain is never been delayed and we always arrive to our destination on time. The flight attendants are usually nice and the best part is… oh man the best part is that they serve ALCOHOL for FREE on the plane. Last time I went I got two beers (coronas) and the boyfriend had a double tequila shot. They also have juice, soda and water. They serve snacks again FREE. On our flight back to LA we were given a free meal. We got a sandwich, granola bar, yogurt and orange juice for FREE! Can it get any better than that?! Nope!
Picking up our luggage wasn’t too bad either. Of course we were tired and all but the bags were out out in a timely fashion. Our luggage was intact, nothing was missing and nothing was damaged.
They also have friendly staff that will carry your luggage to your vehicle.
Overall Aeromexico has been more than good to us when traveling. I would never use any other airline.

It all began when I tried to book online with Aeromexico. I received an email with a confirmation and a reservation but I was told in the email that my ticket was not paid for because my credit card did not go through. I call their office personally with the phone number given in the email. I gave them three different credit cards and they said they were all declined. Hmmm. I thought something was very wrong. So I called up my banks and they said everything was clear and ok to charge. They also said, that they see no attempted transaction that was «declined». I called Aeromexico again because I really wanted the flight time, it was ideal for me and my family. A young girl answered and I told her that they were no problems with my credit cards, I asked her if she could try again to make the payment transaction. I gave her one card. declined again. I gave her a second card, declined again. Then she apologized and told me that it was there computer system that was not accepting the cards. She then said her best advice was to go to LAX personally and pay for the reservation before 8 pm. the following day when the 24 hours would expire to reserve a seat. And I like a dumby when to LAX with my son about 3 pm the following day. When I got to LAX Aeromexico I was told all the windows were closed until 8 am. the following day. So??? I was lead on a wild goose chase by the Aeromexico assistant for nothing. What a lack of respect for my time!
I then called their 1 800 number again and I explained the situation to the new male clerk and he told me that the reservation had been cancelled because I did not response within the 24 hour limit. I told him that I had responded and I was ready to pay. He then told me he wanted to check to see if I could get on the same flight. He found a spot for me but he wanted to charge me $ 130 more than the ticket price.
I then told him that I thought that was excessive since I had done nothing wrong and it was their computer systems that did not work. I asked him how they made any business at all with the way their payment systems fail to recognize the new chips in credit cards. He did not answer. I told him I though the airpline owed me some compensation for the time I used to call my banks when they «lied» and said my cards had been declined when in fact, they were never declined. I spent at least two hours. I also explained that they owed me for the time I took to drive down to the LAX Aeromexico desk. But this time, I was so loud on my cell phone, my son walked away in embarrassment and a few strangers looking on, they stared and walked away.
The Aeromexico clerk asked me again if I was interested in the higher priced ticket for the same flight. Well… I am not a complete idiot. I said no thank you and well, I walked away.
It should not be that hard to book a flight with Aeromexico online, on the phone or in person.
Too bad. I wanted to believe in this airline, but it has become an old Mexican relic. Time to put those old planes in a museum.

Please people out there, never ever travel with this airline company, when my daughters, got to the layover in Mexico, they could not board into the next flight, the were treated like an animals by the staff.
We never could finish the trip
In order to solve this, you have to go through an email and wait 2 business day minimum for an answer, I just send them an email with my complaint, let’s see how long it’s going to take for an answer.
They ruined my family my vacation.

I have to agree with everyone else… try to find other airlines before you go with these guys. I bought a ticket for my father to visit me from Buenos Aires, Argrentina to SFO. They emailed me before he got on the first leg of the flight to Mexico city that his second flight was cancelled and that he would have to wait an extra 10 hours in Mexico City. I was pissed and had no option but to agree. Later, I find out through their website that the flight was not actually cancelled and arrived in SFO on time. At this minute, my father is waiting in the airport in Mexico City and I have been on hold with Aero Mexico for over 15 minutes, while the rep «talks» to his supervisor which we all know nothing will come of it aside from «not sure why the earlier rep told you this. blah blah»
Spend the few extra dollars and go with somebody else.

This is how bad this airline is: It’s been over a year and now that I have decided to be an active Unilocaler, I absolutely could not forget to go back and give Aeromexico the worst review ever. If I could give them zero – actually NEGATIVE – stars, I would.
This is why:
My mom and I had landed in Mexico City on a return flight from Cancun at 4 in the morning. The flight back home to California was scheduled at 6 in the morning. We headed over to the designated gate and waited; we stayed awake in fear of missing anything. 30 – 40 minutes prior to scheduled departure time we grew concerned as they did not start boarding yet. We found out after running around everywhere that they changed the gate, so we booked it to the right gate and got there as they were about to close the door. The plane was still grounded, the passageway was still connected, and our tickets and passports were out, but they said we were too late. They said they announced it ONCE around 3am before we had even landed in the airport and we along with a few other pissed off people who missed it for the same reason were shit out of luck. A good handful of other passengers were complaining. They couldn’t have acted like they cared any less and didn’t even try to accommodate us with another flight. Their reason: «There were people who made it on so we should have too.» We were basically stranded in Mexico, and the only option was to shell out $ 1000 for the next flight out to CA that was 10 hours later. When we tried reasoning with them for at least a discounted flight if not free, they interrupted us and told us to contact the US embassy… I’m not some rich whiney American girl either, just a girl who found a good groupon deal (but now I get the catch)…and they were clearly trying to milk us. Longest day of my life on no sleep and worst flight experience ever. I’m gonna be blunt: if you still book them after reading this, you’re an idiot.

I wish I could rate this a 0!
This is by far the worst Airline that I’ve ever dealt with. DO NOT FLY WITH AEROMEXICO, even if your life depends on it!

i signed up with Unilocal so i could write this review.
I book hundreds of flights each month and this is an AWFUL Airline!
lots of rules and regulations… i wanted to cancel flight within 24hours of booking and they wouldn’t allow. He wouldn’t even transfer me to manager — VERY ARROGANT! DO NOT RECOMMEND!

Most corrupt airline ever! My mother booked a trip to South America with them. The cost was great given she is a senior citizen, low income and I’ve been laid off. In November 2014, she was at LAX about to board the plane and was told by an AEROMEXICO rep she had to check her carry-​on because it was 3 inches too long! She tried to show him that it could be bent to fit and there were empty seats but he would not budge and told her she had to pay $ 120 cash or not get on the flight. She paid and was told she could sit down now. She had to ASK the scumbag for a receipt. He rolled his eyes and took a long time bringing her the receipt. I looked up their website and it states that 1 extra checked bag is $ 50!!!
On the trip back she had a 6 hour layover in Mexico city. The food that she ate on the morning flight made her sick. She was in the bathroom when AEROMEXICO changed departing gates. While she was in the bathroom she could hear PA announcements. They never announced the gate changes on the PA or called her name. She could hear other airlines call the names of passengers at least 3 times. AEROMEXICO NEVER called her name or those of other passengers who also did not know of the gate change. When she returned to the gate she asked the rep if she could now board the plane. The rep said that the gate had been changed and it was far from where she was. She ran to the other gate but the horrible, cruel, aeromexico rep there said she was too late even though the plane was still there and it was 10 minutes before the scheduled take off time. My mother and other passengers protested but were not allowed to board. The reps said they could get on the next flight for a fee of $ 800 each!!! My mother didn’t have the money. She was so overwhelmed she started crying. They rudely told her she could go to the office which was also far away. My mother started having problems breathing and they just ignored her. A fellow passenger flagged down a security lady. Security asked the aeromexico reps if they called the airport doctor as per protocol. They said no and went back to chatting. The security lady said what they were doing was wrong and they should be ashamed, they ignored her as well. She called a doctor and the airport director to come over. At this point an aeromexico manager said she and the other passengers could board the next flight for $ 300 each! People protested and one passenger said the airline needed to rebook them at no cost. The imbecile manager took forever on his computer screen. He then said they were now too late for the next flight out and had to take the next day flight but he wouldn’t charge them. AEROMEXICO HAS THE MOST CRUEL, INCOMPETENT employees. After 8 hours of waiting for the next flight many people at the Mexico city airport told my mother that Aeromexico employees are underpaid and steal money from passengers all the time. They also purposely changed gates at last minute because they often overbook. Totally corrupt airline. Saving money by taking this airline will cost you more $ in the long run. DO NOT FLY AEROMEXICO!!!

This airline is disgusting! DO NOT, I repeat DO NOT fly with this piece of garbage airline that seems to only care about their own satisfaction and do not take customers time and money into consideration. They charge extra surprise fees for the most random things and their employees are so rude and incompetent! They delay flights and tell customers last minute and when customers try to say something they roll their eyes and get an attitude.
A woman at a food place close to their gates told my mom and I about three underage girls who we’re flying with this airline and we’re supposed to be taken care of that they weren’t fed for THREE days! No one bothered to ask them if they were okay, they sat there for three days while complications about their flight were getting «fixed.» If this isnt absolutely disgusting idk what is.
This is the first and last time we fly with this piece of garbage airline and i honestly hope they get shut down. If i could give this review negative stars I really would, not only is their customer service repulsive to say the least but their overall attitudes are enough to send me over the edge.

My family & I have been flying Aeromexico out of LAX for over 10 years. We continue to book w them because the staff is courteous, flights are on time, luggage always arrives with us (never been lost), & attendants are bilingual. My parents are native Spanish speakers so it is important that staff can communicate with them to avoid issues or [God forbid] in the event of an emergency.
Flights run a few bucks more than some relatively new competitors but none compare to their customer service. Yes, I have had issues in the past w incorrectly booked flights but courteous treatment of staff helped me avoid incurring fees/​flight delays.
Aeromexico typically departs/​arrives out of Terminal 2 & customs is bearable. Park on the ROOF of P2 near the pedestrian bridge for easy access to the terminal.
Arrive early for check-​in (at least 3 hours) and staff is much more pleasant before all the rush.
Minus a star for no longer providing meals on my regular flights to Mexico. The flights I am typically on run about 3 hours but between [International] check-​in/​boarding procedures, customs, baggage claim, transport to/​from I calculate at least 8 hours from home to destination. That is 8 hours without a meal!!! Ouch! At least tell me that I should pack a lunch!