Aeromexico
reviews and complaints

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.

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!

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.

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

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.

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.

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.

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.

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!).

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...

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.

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