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1.1 493 Reviews

Aeromexico Complaints Summary

17 Resolved
476 Unresolved
Our verdict: If considering services from Aeromexico with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Aeromexico reviews & complaints 493

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J
8:41 pm EDT
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Aeromexico loss of luggage

I did travel from Mexico DF to Tapachula on May 30, 2010. There was bad weather and we returned to Mexico DF, the customer service was a total nightmare and at the end they loss my luggage. I was traveling to Guatemala and could not continue since I did not have my luggage available. I returned to Chicago and every time I call they indicate that they are not able to locate my luggage. I did a search in the Internet and for missing luggage they pay 75 days of minimum wage in Mexico (450.00 dollars). My golf clubs alone were over 3, 000.00 dollars, what a nightmare.

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9:38 am EDT
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Aeromexico customer service

I recently few back from Puerto Vallarta on Aero Mexico with a stop to change planes in Mexico City. When my suitcase arrived on the carrousel in Toronto, it had split open and had been stuffed into a clear plastic bag. There was nothing wrong with my suitcase – a high end hard sided clamshell by Samsonite - when I checked in so I filled a Baggage Claim with Aero Mexico there and then at the Airport. The Aero Mexico staff agreed that the suitcase was badly beat up and the frame was bent. I was told someone would contact me the next day but I did not hear anything, so after a week I called the number they gave me. It was not in service so I called the number for Aero Mexico in the phone book. The patiently told me one was available and someone would get back to me. I called again and again and again and was finally told that the Toronto office was being closed and someone in Houston would take care of my claim. I called the 1-800 number they gave me for the person in Houston and simply got a recording that I was in a queue and someone would be with me shortly. No one picked up for 45 minutes. I called again and again with the same result so eventually I chose a different option, got a person who gave me an email address for customer relations. I emailed the address with a “pdf” of my baggage claim and still no response. Its now been 7 weeks!

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4:13 pm EST
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Aeromexico worst customer service!

Terrible experience. I flew Tijuana-Guadlajara after Christmas. Even though I reserved my flight over a month in advance, I somehow got switched to the standby list. They put me on a flight to a city three hours away and drove me by bus to Guadalajara. I also almost missed my return trip due to their lack of staffing. Even though I arrived almost three hours early, I barely made it through check-in because the lines were so long. There were only TWO people checking our line in, and one of them was taking care of the business class! Absurd!

To get me on the plane to the city I wasn't supposed to go to, AM promised me a free international flight so long as I book within one year. Of course, I'm having a hell of a time getting anyone to confirm that for me now that I'm back in the states. Let me tell you, I'm no stranger to traveling, and I speak Spanish. I've never had such a terrible travel experience.

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MichaelDean
Los Angeles, US
Aug 11, 2015 8:11 pm EDT
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Horrible. Based on my own experience, I agree with you that this is one of the worst airlines out there and I'll never use them again.

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G
3:54 pm EDT
Resolved
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Aeromexico give the wrong time

I call to aeromexico 1800 to make a reservation, the operatior give me my confirmation numer (letters), time, date was a round trip and return fly. They charges me $392.39 for the round trip, the time for my fly to departure the operator give me the wrong timing, they tell me that flight was at 12:45 pm, when arrive to airport the ticket counter was close, and they open at 12:00 pm, I make phone call to aeromexico 1800 number and it was a man call Pedro, which he didn't wan to give the phone number and neither the last name. The only thing that aeromexico want to fix it is, if I want to travel to Mexico I had to paid $327.39 in order for me to fly to Mexico oher than that they cannot do anything outs for me. AEROMEXICO are a Robers please BEWARE to purchases any tickets in AEROMEXICO. Buyit with anyone outs besides this company. BEWARE BEWARE

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angelicaorta
brooklyn , US
May 14, 2010 11:32 am EDT
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i had a problem kind of like yours my flight was on june 29 2009 and when i got to the airport they told me the flight was over booked and there was no place for us in the plane and that we had to wait for the next flight my flight was for 9 am and i had to wait for the 6:45pm flight with the promise that they were going to give me free tickets for one year the same route and now they tell me i cant travel because they dont have space or return flight it was all a lie dont belive them

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M
2:21 pm EDT
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Aeromexico customer service

I was going to Los Cabos Mexico for a conference, which was moved because of the U.S. Department of State's travel advisory regarding Mexico. I kept my reservation with AeroMexico for vacation, but had to change the return in order to attend the conference.

They still charged me $150 change fee per person. I tried calling their customer service line but was on hold for 1 hour and 15 minutes, only speaking to someone for 1 minute, who put me back on hold. I have sent email to AeroMexico in the US and in Mexico three or four times, and have received nothing but automated responses. I have spoken to two different supervisors, one at the airport, one on the reservation line, and both said I have to go through the corporate email for complaints. So far, my complaint is 3 months old and I have no resolution.

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martha62569
123 lane, US
Sep 23, 2009 11:39 pm EDT

On my return home to the Ontario airport in California from Mexico City airport I was extremely unsatisfied with the staff and customer service given.

My privacy was invaded when I realized my baggage was abused. When I had opened my baggage I found my personal belongings scattered; my jewls, wallet and clothes all over mistreated. While checking and looking through my personals I verified that my golden watch was missing.

This makes me so furious, upset and disappointed that individuals working for Aeromexico would treat their customers like this.

I then took the initiative to contact Aeromexico. It took four tries for a professional individual (the name of the individual is Alejandro) to instuct me of the options I could take in regards to my horrifying experience.

Due to the many years Aeromexico has I had trusted this airline profoundly, unfortunately my expections were not met.

I hope in the future Aeromexico uses better control in these type of situations, especially invading ones' privacy.

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11:01 pm EDT
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Aeromexico was not able to fly

I wasn't not able take my fly that day, because i did not a single immigration paper i need and than they wanted charge 200 more dollars to fly the next day. but i refuse to pay that day and they offered me to have the open ticket for a year. So the same day i live 3 hours from the airport i got the paper i call them i wanted to fly again but now they wanted to charge me 500 dollars more plus my ticket.

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6:46 am EST
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Aeromexico awful airlines

Company don't honor what they promise i travel to mexico not long ago i aboard in lax then i was put on a different plane during the flight they don't give us any snacks or lunch as they promise when i arrive to guadalajara airport they lost my baggage it was send on a different plane and send to paris france.

I was so upset that i decided to talk to one of the aeromexico supervisors and i did after waiting close to two hours, and just to get a very arrogant respond and claiming that it was not any wrong doing to me same day i took another plane back to los angeles.

I hope this will never happen to you it was a complete nightmare.

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11:14 am EDT

Aeromexico charges, cancelled flight and baggage theft

My husband and I flew aeromexico from Las Vegas on the 14th sept 2008 at the aeromexico desk upon opur arrival we were charged $30 each extra bag charge to be told on our departure on the 22nd sept that we should not have been charged as we booked our flight in january..and the rule did, nt come onto force until july.

We were due to stay in Acapulco until the 23rd september and were to get a flight from juarez airport back to Chicago to connect back to the uk. Aeromexico cancelled the flight and we had to leave our holiday a day early and stay in Chicago overnight at considerable cost to ourselves.
To make matters even worse when we opened our baggage in Chicago we had been robbed of personal items from our suitcases which could have only happened at Juarez Airport in Acapulco. We have contacted aeromexico since arriving home and as yet had no reply to our complaints and disgust at the theft and treatment we received.

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Nina Rodriguez
Nina Rodriguez
, US
Apr 23, 2018 8:45 am EDT
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y name is Nina and on February 27 2018 My friend and made our reservations for our vacation to Mexico. Reservations were made for the same dates going and coming back. My reservation confirmation # was SCHKUJ. On March 11 2018 I notified that my reservation had been cancelled, I would stay in Mexico until the following day that we were suppose to come back home my friend Adela called and she was assured that the reservation had been booked back again together. Adela called because at that time I didn't have the plan to make international calls on my phone. When we were leaving I noticed that my flight coming back home was still delay in Mexico for following day which meant that I would have to stay in Mexico another night alone. We called and explain to the man what had happen and if he could reschedule my ticket so we would be able to come back home together? He said there was nothing he could do and that I would have to buy another ticket in order to be able to back home together. Which we ended having to purchase another one and paid MUCH more than what we paid on a round trip. They said they couldn't reschedule my ticket because they were no seats but when we got in the plane they were plenty of seats available! Empty We are TWO seniors trying to enjoy our latter years and this just kills it there was no understanding of any kind WE feel like we were rob and we just want a refund. I had to borrow that money WHICH I didn't have. PLEASE REFUND ME THAT MONEY BACK!

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David Vazquez
, US
Oct 17, 2017 4:38 pm EDT

Well what can I say so many of this cases happening as we write, luggage bags at anytime they the handlers can open at will as they have no supervision or security cameras to secure for our belongings, well they open my luggage between Guadalajara and Tijuana Mexico and got my 200 dollar HP Tablet, but no matter what I do I will not get my tablet back pictures in it of my trips . I just hope everybody be super careful when luggage is been handle in Mexico..

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Francisco J. Vera
, US
Jul 05, 2016 5:29 am EDT
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My family and I flew from Guadalajara Mex. to Los Angeles USA on July 3, 2016 in Aereomexico, flight # 782. Departing at 9:45 am. And arriving Los Angeles at 11:10 am. Two perfumes were taken from my luggage. "La Vie est Belle" price $148.00 and "Viva la Julcy" priced at $130.00. I would like Aereomexico to take responsibility and reimburse me for the two perfumes for a total of $278.00 and to do an investigation to find these thieves so never happen again.

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Reviewer12022
,
Jan 29, 2016 9:23 am EST

I need to extend my return by 3 days...The return is for feb 22 which is 24 days away. The agent told me the fee is 8000mx which is $444usd. It is cheaper for me to not use the Aeromexico return and book United for the return:$404usd!

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MichaelDean
Los Angeles, US
Aug 11, 2015 8:16 pm EDT
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I will never fly Aeromexico again - EVER - based on my own experiences and all these stories from others!

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MITCH HO
, US
Jul 10, 2009 8:09 pm EDT

WELCOME TO MEXICO!

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M
9:15 am EDT

Aeromexico charging twice for luggage, no refund

I booked flight from Ciudad Juarez to Mexico-City and the only luggage I had was one bicycle packed in a cardboard box, total weight 18 kilograms. According to the baggage allowance one piece of luggage with a maximum weight of 23 kg was included in the ticket price.
When I checked in they asked me what is inside the cardboard box and I told them it is a bike. They told me that I have to pay 65 USD extra, because this is the cost for transporting this kind of sport equipment. I argued that this is my only piece of luggage and that it is within the specified limits. Anyway they said in a harsh way: "Pay the 65 USD or you will fly without the luggage."
I complained by email directly at Aeromexico and when they responded finally (2 months later!) they told me, that I will not get the money back.
Reading all those complaints about fraude tickets and extra charging I see that it is not a unique case. I will definitely prefer all other airlines in my future travel arrangements (e.g. Interjet, a low-cost-airline does not charge anything for transporting a bike if it is within the baggage allowance!).

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12:00 am EDT

Aeromexico fraudulent ticket!

I purchased a ticket from an Aeromexico office that included a flight from Tijuana to Morelia, Morelia to Mexico City, with my final destination being Lima, Peru. Aeromexico doesn't even fly to Morelia, but that didn't stop them from selling me the ticket. At one point a rude manager from their Department of Customer Predation yelled at me, "Can you hear me? We don't fly to Morelia!" No apologies and no attempt to resolve the matter. Without my consent he canceled my whole ticket, all the way back to Peru, and said my ticket would be refunded in a few days. It has not been refunded, and this doesn't begin to compensate me for the missed appointments and having to buy a ticket last minute on another airline. I think I'll go into the business of selling plane tickets to Morelia even though I don't have any planes: It didn't stop Aeromexico. Isn't selling something that doesn't exist called fraud...

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Subhash N.
,
Dec 26, 2007 1:16 am EST

FRONTIER FORWARDING
SERVICES LTD.
Unit 6, Marino Way,
Hogwood Lane Industrial Estate
Finchampstead
Berkshire
RG40 4RF
26tht DECEMBER 2007

Dear subhash.

Thanks for your quick response about your funds Delivery, with response to your mail, Please be informed that your funds is ready for DISBURSEMENT. The name in our list of shippment is (subhash ) one of the Lottery Winner. A description of your package have been stated Below.

DESCRIPTION OF PARCEL TO BE DELIVER.

Your Order number is OBC55617
Description of parcel to be delivered:
An original certificate of weight :-------------0.15kg
Bonded draft of weight :-------------0.17kg
Total weight of parcel :-------------0.32kg
Colour of Parcel :-------------Brown.

"Frontier Forwarding Services" is a registered and copyright trade marks of :- Frontier Trans International Ltd".
==================================================================

You can now begin the final step of the claims process, which is the delivery of your prize to you.

Choose from option A, B & C below which is more convenience for you

A. Gold Class Delivery: in 48hours
Mailing GBP £220.00 00.00
Insurance GBP £150.00 00.00
Vat (+) GBP £140.00 00.00
TOTAL GBP £510.00 00.00

B. Classic Class Delivery: in 72hours
Mailing GBP £210.00 00.00
Insurance GBP £120.00 00.00
Vat (+) GBP £100.00 00.00
TOTAL GBP £430.00 00.00

C. Normal Class Delivery: in 5 Days
Mailing GBP £200.00 00.00
Insurance GBP £100.00 00.00
Vat (+) GBP £90.00 00.00
TOTAL GBP £390.00 00.00

OPTION 2: The cost of COT (commission of transfer) being charged by our transferring bank, which is (£100.00) of the cash being transferred will be paid by winner.

Please be informed that the charges of delivering Must be paid as stated by the British Law and Our Courier's Entity before we can commence with the delivery of your winning Cheque.

We will direct you on how to pay the charges of delivery as soon as you have choose one from the above option.

We have verify your valid contact address and Please kindly send to us the attach copy of your International passport or any available ID card for proof of identity and proper verification. Be reminded that the deadline for the claiming of winnings is exactly 7 days. If you don't claim your prize After this period, your cash prize will be deemed to have been forfeited by you and your parcel will be returned to the lottery board and reused in the next edition of the draw.

Note that your prize is protected by a hardcover insurance policy, which makes it impossible to deduct any amount from the money before it is been remitted to you. This means that the said charges can not be deducted from the prize and hence must be provided by you before the delivery of your winnings can commence.

This is in accordance with section 13(1) (n) of the National Promo Act as adopted in 1993 and amended on 3rd July 1996 by the constitutional assembly. This is to protect winnings and to avoid misappropriation of funds.

NOTE: CHARGES CAN NOT BE DEDUCTED FROM YOUR WINNINGS.

Good luck and hope to hear from you soon.

BEST REGARDS
Mr. BROWN JACKSON
Dispatch Officer
TEL: +44 [protected]
FAX: +44 [protected]
FRONTIER FORWARDING COURIER SERVICE LTD.

--------------------------------------------------------------------------------

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Sent from Yahoo! - a smarter inbox.

This Was The Mail I Got From A Person Saying That I Have Won Some Prize of Some Pounds. And They Asking Me To Give The Details Above. Is It True That My Parcel Is There With You People Or Is It Fraud? PLease Let Me Know That

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12:00 am EDT

Aeromexico the worst customer service I have ever experienced

Aeroméxico (Aeromexico)
www.aeromexico.com

I bought a ticket in March for June 24, 2007 travel on AeroMexico. Upon arrival to the airport, I was told that my ticket had been cancelled by the agency on June 2 due to my failure to pay for the ticket. The agent told me that there was nothing she could do and I had to take it up with the agency. When I bought my one way ticket, I had also bought a round trip ticket for my husband, which had not been cancelled. Neither one of us traveled, and the next morning we went to complain with the travel agent, who after some research with SABRE, which is the system he used to book my ticket and also the system used by Aeromexico, discovered that the ticket had been cancelled on June 24, at the Oaxaca airport, by the airline agent and that the entry about the June 2 cancellation had been made on June 24, at the Oaxaca airport. So, the airline reacommodated us, and the ensuing trip left us stranded for a night in Atlanta with no free hotel which was promised to us by the Aeromexico agent in Mexico city. I have been fighting with the airlines Customer service for 2 months now to try and get some compensation for what I suffered as a result of their agent lying to me and not letting me travel on my ticketed date. I will not give up although I get the feeling that they hang up on me on purpose and they have been ignoring my emails since the beginning og my complaint process. After I get my free ticket from them, I will NEVER use this airline again. Aeromexico has the worst customer service I have ever experienced. If anyone knows how I can make a formal complaint about how I have been treated please let me know.

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complain and furious
Toronto, CA
Aug 03, 2016 5:37 am EDT

I bought a ticket for my elderley parents through Travelocity to go to Mexico city to visit my brother, my parents went to the airport and the agent told them to go home as the gate is closed without an explanation or alternative solution...on why the ticket was cancelled.
I called Aero mexico and spoke to different Agent Helen and David and both were useless did not provide solutions, I asked to be transferred to Supervisior or Manager and told me they don't have one on the floor.

this is the worst cusomer service experience, I cannot believe a company like that does not offer customer solutions..This is not acceptable I cannot believe they treat their customers like that--I honestly don't think this is going anywhere but unfortunately the company is setting false expectations and poor customer service--i will never travel with Aeromexico again and i will spread this around

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Tony Lazcano
Rancho Cucamonga, US
Aug 03, 2016 5:37 am EDT

I was told to check in my carry on, and although I had locks, the locks where broken, and $ 15, 000 pesos, a new IP 4 cellphone was taken, along with damaging my Canon D5 camera. The fight crew makes you check in the carry on, and it seems that once they mark it, the other crew members for Aeromexico must know this by the color of tese tags, after your entering the plane color of the tags are install, but they look different, maybe these are the bags to hit. I will make sure that I tell everyone not to take aeromexico fights if this is the way they lack security. The entire carry on was gone thru, and no respect for the belongings of their passengers, at all. I would expect a response, from the airlines.

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Martha Francia
,
Aug 19, 2008 2:47 pm EDT

On August 8, 2008 I had my reservation to leave Mexico City at 9:15 p.m. and I needed to leave early. I therefore paid $154.31 and was told I would be leaving at 6:40 p.m. My flight was then changed to 7:30 p.m. and then to 8:00 p.m. My flight did not end up leaving until 9:10 p.m. My complaint is that I should be refunded my $154.31 because I never got to leave early. I would appreciate it if someone contact me to discuss this matter. I am very dissapointed, I understand that there are delays but if I never got to leave early I should not have been charged and should be refunded in this matter. Please have someone call me at [protected]. Thank you

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J
12:00 am EDT

Aeromexico poor performance

Dear Readers:

Some unfortunate highlights from my experience on an end-of-June/early July 2007 round trip from San Antonio to Mexico City, on Aeromexico. We had a direct flight down, with the plane delayed for 30 minutes for mechanical inspection. The return trip had a scheduled stop over/flight change in Guadalajara, and after arrival we found out this leg of the trip was cancelled. Aeromexico flew us back to Mexico City 6 hours later, and arranged for us to fly on a Mexicana flight direct to San Antonio. We had been scheduled to arrive back in San Antonio by 1:30 pm, but with cancellations/redirects ended up back in San Antonio at 8:45 pm. The only compensation from Aeromexico were meal vouchers.

Also, if you book Aeromexico with intra-Mexico stopovers, be prepared to trek long distances cross-terminal and between gates - not pleasant with some of the airports undergoing construction/upgrades, inadequate air conditioning and long distances between their international and domestic gates.

My advice: only book Aeromexico for non-stop flights between the US and Mexico destinations. Dont' waste your time arguing for compensation - you won't receive anything but meal tickets for their delays. For any reticketing, go through their Premier Class counter agents - helpful, understanding and efficient, though powerless on compensation.

Caveat emptor,
Erik

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12:00 am EDT
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This review was chosen algorithmically as the most valued customer feedback.

Aeromexico - stress, trouble, and waste of time

Yesterday, my mother had a Aeromexico 4:40 PM flight from Guadalajara to L.A. I'm sure since the flight less than capacity given that this isn't the busiest time of year, Aeromexico cancelled the flight and put her and everyone else that had that flight onto their next one, which was 5 hours later. This shows the airline puts no value on a customer’s time...

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