Aeromexico
Reviews and Complaints

On October 28th flight AM 642 from Mexico City to LAX we were held in the plane for almost 2 hours due to they only had 3 stewardesses instead of 4. One stewardess didn't show up which caused the delay. Due to the delay we missed my nieces wedding that we were both in. I feel we should get some type of compensation for this problem. This not only affected us but it affected the whole wedding.

I made a purchase for my father that was stuck in mexico city airlines to come back to new york city and I was charged for the payment for the new airline tickets. My confirmation number is ntvspf. I was giving this email to make the complain to get my money refunded back to my account. Since the ticket was declined, but not the payment. I called your customerservice and I was giving this option. I want my money back to my account asap. Since the ticket was declined.

I would like to cancel my trip to Mexico City for Noel and cain barrueta, on Friday the 13th and coming back on Sunday the 15th. Confirmation # UTRHPM.
I found out today that my grandmother is passing away and Mexico City who I have always been very close to and I schedule the plane tickets for me and my brother. And as soon as I schedule the tickets 20 minutes later my brother said he can't go and then I tried to get the day off of my job and they refused to give me the day off so now I can't say goodbye to my grandmother.
I am saddened for not being able to see my grandma, and I also apologize to your airline for the inconvenience that I have caused that I had not expected to happen. But I have three kids to support so I can't afford to lose my job. I don't know when the next time I would be able to fly to Mexico City so I just wanted to get a refund if I could and I want to thank you for the inconvenience.
noel barrueta
[protected]@gmail.com

I am requesting some financial compensation for the inconvenience of continued flight changes. The first flight change had a layover almost 5 hours long.
These continued changes are not acceptable and should not be occurring at the rate they are.

I also am not happy about arriving back to Oregon over an hour later than we booked on a Sunday night.
What we booked is what we wanted. We are now having to agree to what you have put us into. I would have looked at other options if these were the flight times originally
Reservation number TXYDH
4 Kasler's
Nik Engels

What inconvenience compensation will you be providing us?
Thanks
Julie
[protected]

Reservation code: NNZQWW

Name: Timothy Joseph Pare

Departing Mar. 5th at 6:40 am to Mexico City...returning from Mexico city on March 24th...leaving Queretaro at 8:19 am

Hello...I called Aeromexico yesterday and asked for a confirmation of my flights booked for March 5- 24th, 2018. The AM employee informed that the flight for the return had been cancelled and asked me to choose between two other flights...Both flights that were offered were not suitable for me but I choose the earlier at 8:19 am...then I tried to arrange transportation with my travelling partners and I found I cannot get to the airport for a 8:19 am flight 3 hours before that departure. I am not staying in Queretaro and the travel to that airport will take me almost three hours.

When I called back to say the the change had messed up my plans and that I did not want that early flight, they told me that I would have to pay for a change fee of $200.00 US dollars! Please I hope you see that this is unfair...I was not aware that I would not be able to get to the airport In Queretaro at 5:19 in the morning.

I am asking you to please change my flight to the later one that leaves in the evening...I think 9 pm or so...without a change fee. It is already costing me quite a bit more to make arrangements for the changes that were forced upon me...I do not believe it is fair to charge me for a change fee because I was unaware how hard it would be to get to the airport in Queretaro at 5:19 in the morning...Thank you in advance for assisting me with this, Tim Pare

Aero mexico flight am#7 date 17, sept. 2017

La paz, mexico, london, mexico, la paz

Business class

Passenger: raymond novelli
Passenger: robert thompson
Passenger: sandra lara

Demand for: air fare, hotel

The three passengers listed above entered aeromexico flight #7 on 17/09/2017. When we arrived on board we were greeted by our friends also seated in business class. Roberto, van warmer alexsandra van warmer and dasia van warmer. We stopped to say hello and sandra said hello to the girls who were seated in row #1. I continued to my seat in row 3 and sandra came to her seat next to me after saying hello to the girls who were very happy to see her. After she sat down a short flight attendant with short hair came from isle to isle 2. She told sandra who was seated next to me that she was drunk and the captain wanted he off the aircraft. Sandra is a beautiful educated mexican woman who does not drink.

The flight attendant appeared to be stressed out or on some sort of upper pills such as speed. Both sandra and I stated that she was not drunk or even drinking, she was just saying hello to the van warmer girls. The flight attendant ignored our pleas and stated the captain wanted her off the flight. Upon refusing to leave the flight the flight attendant told sandra that she was going to call the federal police to physically remove her from the flight. I told sandra to let her call the federal police because she was not drunk or even drinking. Within minutes four federal police arrived on the aircraft. They began talking with sandra and determined that she was not drunk or intoxicated and stated this to the flight attendant. They refused to remove sandra from the aircraft stating this was not a matter for the police.

The flight attendant was even more enraged and insisted that the captain wanted sandra off the aircraft. She then called the ground crew to help remove sandra from the aircraft. The ground crew stated that the flight would be cancelled if sandra did not exit the aircraft. Upon considering the flight being cancelled with robert thompson and I missing our important business meeting in london she decided she would exit the aircraft. As she got up to leave the flight attendant told me I would have to leave also. For what reason? Upon hearing this I refused to get off the airplane and told sandra to remain seated. The ground crew begged me to please get off the airplane. They said that the captain was going cancel the flight within two minutes if we did not exit.

I did not want the flight to be cancelled and people going through all kinds of grief "including" my three friends, robert thompson and 280 passengers rebuking flights and hotels because of sandra and I in the middle of the night.

They gave us two tickets on aero mexico to nyc at 6:40 am connecting with delta airline to london. They told robert thompson to remain seated that we would be just a couple hours behind him arriving in london via nyc.

As we exited the aircraft we went to the aero mexico ticket counter with a couple ground crew members. The person in charge ask to see our tickets and upon giving them to him he tore then up. He stated that we were only told we would have tickets to get us off the aircraft and that we could not board another aero mexico flight for 72 hours.

I could not believe what I was hearing that they deliberately lied to me and sandra and left us stranded in the airport.

Mr thompson was on his way to london because the flight crew told him we were right behind him on aero mexico. He was just attending to me going to london. Was unable to attend the meeting in london without me and the meeting was canceled. He stayed until the friday in the pre booked hotel were we had reserved prepaid rooms. He returned on the returned flight friday the 22nd.

I am demanding the following reimbursements:

Cost of 2 aero mexico tickets:

Raymond novelli ticket # [protected] $2, 842.76 attached
Sandra lara ticket # [protected] $2, 842.76 attached

Aloft hotel $1, 784.96 attached

Internet two tickets max/la pa's (Novella/lara) $ 277.35 attached

Total reimbursment due $7, 747.83 attached

confirmation: htbjph
traveler: angel Samuel barrios
client phone: [protected]
date: august 31, 2017

flying from Tijuana to Tapachula

my flight was cancelled with very short notice. my travel distance to the airport was 2 hours and for that reason the only choice I had was to take whatever flight was available to make it to my destination. my travel time should have been about 7 hours.. as a result or YOUR cancellation my travel time was over 24 hours. I called the number your representatives gave me for refunds at [protected].. that number rang over 15 times and no one answered.. I called [protected] where option #2 was specifically for refunds yet your representative said it wasn't.. I requested to speak with upper management Alejandro Espinoza whom did not show any interest in my concern instead gave me attitude and a total disregard is resolving the issue..

my time is valuable. yet your representative stated that since I took a flight there is no refund due to the client. What about the loss of time.. lack of sleep and urgency to get to my destination?.. This is unacceptable.. I am requesting Credit for a future flight or a refund of this one. If this issue is not resolved I will take other measures to let thousands of potential clients know of the lack resolve this airline gives the client.. Social media and blogging is definitely a wonderful tool to get the word out.. would your company prefer to credit hundreds or lose thousands in new business?.. i expect a response within 72 hours..thnx angel

09/21/[protected])
Confirmation Number : FZUSLD
Passenger Ticket : [protected]
Passenger name is Kyung Nam Kim
Fly from LAX to Mexico D.F.

-Today my brother has a flight to Mexico by your adorable airline but we had a bad experience ever had.
So disappointed with personal sports equipment (golf) bag charge and got an worst attention of inexperienced counter receptionist.

We making a lot of travels to different countries and airlines but it's first time charge a lot money because as GOLF EQUIPMENT.
I understood that usually this kind of personal training equipment do not charge, even though I could accept as like another bag. That was told us first time.
But later charged me $150 US dollars by it.

My complain is 2 things, .

1. First moment told us it will be $55 because Golf equipment, and then the other counter man assist to lady who attended us, the golf equipment do not need to charge.
But the lady did not know how to classify (it looks be to me) and then went to consult or ask to supervisor. Later she told us it will be $150.
I guess everyone must get upset or disappointed at this situation.

I would like to get full refund or part of that charge because to my understand not fare.

2. So worst attention from the counter woman ( I don't know her name) neither poor knowledge as like to attend many customers at the counter.
I don't think that kind of attention do not worth for your company, even more image of the AEROMEXICO.

I'm really disappointed today attention.
Hope to get any favorable solution and attention from AEROMEXICO soon.

I bought two tickets to Managua Nicaragua from San Francisco departing 8/31/2017 at 1:00 AM and returning 9/2/2017 at 11:55 AM. We had meetings with government officials Thursday and Friday, the 31st of August and 1st of September The outbound fight from San Francisco was cancelled due to
the airport in Mexico City being flooded per the Aeromexico agents at the airport. Aero mexico said the next available flight was September 2nd.
I told the agent at the airport that my meetings were Thursday and Friday and we were on a set schedule and my return was scheduled for the 2nd and there
flight would not work. The agent said they would give me a ticket for another time but I needed to call aeromexico. I called 4 times before I received a response and they said call the next day. I called and didn't get an answer until late in the day and the agent said I would have to oay a rebooking fee and a cancellation fee for the return flight. I explained that Aeromexico cancelled the flight...
In what universe is it permissable to cancel a flight and then try to hold a client hostage to pay ransom to get a replacement flight. Either the airline is corrupt or stupid or both. I have given this airline multiple opportunities
to respond but they say their computers don't work or their chat system is not functioning. I would like a full refund and an accomodation for your poor behavior.
My confirmation number is KLIWOD and my name isJeffrey Wangard.
My phone is [protected].

My wife bought a ticket on the Aeromexico website on her name and the ticket was issued on my name
After she filled all information with her name, gender, date of birth, email, etc, she payed the ticket with my credit card. To our surprise the ticket was issued with my incomplete name
The reservation confirmation is MNEUDN. The ticket was for a trip from from DFW, USA to REC, Brazil for 09/12/2017. As you can check on the files for this reservation the gender listed is female which does not match the the passenger gender on the reservation. The date of birth is 10/22/1966 which also does not match the passenger date of birth on the reservation which is 05/08/1956. The email, [protected]@yahoo.com.br is my wife name and also does not match the email of the name in the passage. The name of my wife is Maria Amelia Veras Falcao. The passage was issued with part of my name, Caetano Coimbra, with the information of my wife, date of birth, her gender and her email . She never filled my name on any of the fields to by this ticket on the Aeromexico website. The passage is unusable because I am not going to travel on 09/12/2017, the information on the reservation is wrong (date of birth, gender and email), and in addition the name in the passage is not my complete name. I do not know where the Aeromexico website fetched my name
After calling the Aeromexico 800 number I was informed that nothing could be done. I could not change the the ticket to my wife name name nor could I receive a refund. It was suggested that I report to the Customer Service by email.
This is a nightmare. We were buying this ticket as a recourse because my wife's ticket to Recife, Brazil, via Miami, was postponed indefinitely because of the hurricane Irma.
At his point after all this disappointment and losses, I would like to receive a full refund of the purchased ticket. Please, advise
Caetano Jose Porto Coimbra
[protected]@yahoo.com

My Husband saliou Ba and I Tasha jacobs, travel on 8/28/17 to cancun mexico and were supoose to come back on 9/1/17, but because areo mexico delays we missed our second flight and we had to wait 7 hours at the air port until 11:10pm we didnt land until 4:30am next day. and my husband i missed work thata was a big inconvience.
and on 8/28/17 there was another delay going to cancun, because of the hardship due to the delays, we are requesting flight vouchers.
our flights were : 1429, 1429, 576, 400

thank you

Teniamos reservacion para viajar el dia 2 de Agosto, De Cd. Juarez a Monterrey, Monterrey Queretaro! saldriamos de Cd Juarez a las 6:10 PM y lo cancelaron sin previo aviso! se suponia que esa misma noche estariamos en Qro. El vuelo lo cancelaron que segun no habia avion disponible! Nos quedamos en el aeropuerto desde las 4 de la tarde hasta las 10:45 de la noche. nos mandaron a Monterrey tarde esa noche y se suponia que saldriamos de Monterrey a las 7:00 de la manana y nada! llegamos al aeropuerto en Monterrey a las 5:30 de la manana para registrarnos, y nos encontramos que ese vuelo estaba retrasado tambien! solo dos horas dormimos. Viajaba mi hija y mi nietecito! todo eso fue una muy mala experiencia! exijo una compensasion por los danos y la inconveniencia que esta aerolinea nos ocaciono. terrible experienia que la verdad no volvemnos a viajar con esta aerolinea!

I want travelers to know aeromexico is one of the worst airlines. I do not want anyone else to go through what I had to go through. My friends and I flew to Mexico City from Tijuana, becuase it was cheaper, however it's one of the worst regrets of my life. We were scheduled to fly out on Thursday September 1st at 9am, however due to the "flood" in Mexico we lost two days of our trip and sent us until Friday at 11:50 pm. Other friends who were at the airport were able to fly out with other airlines such as VivaAerobus and Volaris. First, Aeromexico told us there weren't going to be any flights for a day because "the airport was going to be closed" when confronted they said " oh we just got notice they are opened". When I asked for an earlier flight they kept saying everything was booked and taken. We lost a lot of money on food and hotels due to the lack of accommodations on their end. They also kept telling us that they couldn't do "anything because of Mother Nature" and repeated it multiple times. The representatives also hung up on me when I asked to speak to the supervisor, which it happened multiple times. In addition, when we finally got to get on a plane, we waited 45 minutes until we departed and to top it off they turned off the air condition, a lot of people were complaining because it was too hot, some people also peesented with breathing complications, they did not care and said" we will turn on the AC once we are up in the air". My friends and I tried to plead with the airline to give Us an extra day coming back and changed our flight to another day so we can do what we had planned to do in Mexico City, however they refused and said it was out of their hands. The staff were very rude, customer service and flight attendants included. If you asked them something they would go around the bush and talk to you in a demanding manner and respond to you in a rude manner. This was the first time I flew with aeromexico, I suffered a lot of stress and emotional damage. I got anxiety and chest pain due to all the inconveniences aeromexico put us through. I did not get to enjoy my vacation at all, and I did not get to experience mexico how I would have liked to. It was my first time going To Mexico. I had requested 2 extra days from
Work without pay to explore more in Mexico, however it was all wasted and Aeromexico did not care to hear any of this and kept saying " we can accommodate you becuase then we will have to pay for it and it will come out of our paycheck". Overall, I am disappointed and upset, also mentally drained and emotionally damaged. Due to all the emotional distress I suffered I will be filing a law suit if they do not reach out to me. W

On 08/20/2017 we booked a flight from SMF to CUN (flight confirmation G3NFI6 and G3VDS7) with a connecting flight in GDL and had two groups (1 with 5 people and other with 6 people of which there were two 3 year old and one 4 year old) that were suppose to fly out at 11:15PM. At about 10:45, the flight attendants announced that the flight has been delayed and we would have to wait for an update. We sat and waited until about midnight where we were told that we would have to go back downstairs to where we originally checked in to rebook another flight as they had to cancel the flight. By this time we have been sitting for about 3-4 hours at the airport since we have to arrive about 3 hours early to check in. Once downstairs, we had to stand in line and waited for almost another 2 hours to finally book another flight which was not until 6 am. The entire time we had to remain at the airport with children and had to put them to sleep on the chairs at the airport (very uncomfortable). Having the flight changed to 6 am also caused our arrival for our vacation in Cancun to be shorter than what was planned. We also had to repurchase our travel accommodation once we arrived in Cancun since it was purchased as a package and we were supposed to be there around 10 am instead we arrived at closer to 4 pm. Overall this was a very unpleasant experience especially travelling with three children who had to sit at an airport from 8 pm to 6 am and were very grumpy because they were very tired and hungry as they were unable to sleep and there was no way to purchase any food until after 5 am when the restaurants were open. Even after arriving at our destination, we were unable to fully enjoy it due to the stress that was caused by the flight cancellation and the effect that it had on the children.I feel that I should be refunded for the flight due to the horrible experience.

I flew with aeromexico on the 19th August 2017 from London-Mexico city – Cancun and returned with them on the 27th August 2017 from Cancun – Mexico city – London (1 hour transit). What I thought was a pleasant airline turned out to be one of the rudest and least sympathetic airline I have ever experienced. I will never fly with them again. On our way back from Cancun we transited in Mexico City for an hour, in which case we had to go from one gate to the next as quickly as possible. They stupidly place me and friends right at the back of the plane so we kindly asked if we could be let off first to make our connecting flight, one of the crew said no straight away, she said there is nothing she could do about it. So then we explained that one of my friends had lost her immigration card and she needs to get it stamped before boarding our flight back to London, she responded that doesn’t matter you don’t need it. So we were under the impression that no stamp is required for her immigration card. Then we arrived at Mexico city and ran to out next gate to get our connecting flight to make it just on time with only a few minutes to spare to use the bathroom. As we were lining up at out gate, and announcement was made to make sure we have our immigration card to board the plane. At that point we were all confused. So my friend quickly ran to the customer service desk and asked if she needed to get it stamped and they said yes. She left her hand luggage with us which included all her personal items and ran for her life to the immigration place to get it stamped. We were at the end of the line trying to wait for her. As we approached the gate we asked if they could wait a few minutes for her as we explained what had happened. They responded NO, we told them we just spoke to her and she is on the phone now running back and they said no. then one of the ladies there threatened me and said if you don’t move now I am going to call the plane to close the door on you and none of you will board. At that point I was extremely disappointed with the way she spoke to me and all because I was asking her to hold off closing the gate for literally 2 minutes. So then we said fine we will go but we have my other friends hand luggage and we need to give it to her, so we asked can you keep it for her until she comes and she said you can leave it on the seat, bear in mind it had all her items (iPad, keys, money etc) and she wanted us just to leave it on the seat in Mexico City for anyone to grab. So we took it on board with us. As we were walking down the tunnel and just approaching the aeroplane door she called us and said she is at the gate but they are not letting her in. The plane had not left yet….! So we ask the crew and they said it’s up to the people upstairs, we asked to speak to the pilot and said we were not allowed, then to our surprise the lady from the gate came down to the plane and we asked her and told her that our friend is at the gate and she said no. as we were trying to explain to her that we received wrong information from another employee from aeromexico she called security on us and tried to kick us all off the plane, she even grabbed my other friends hand and snatched her ticket so that she could get her name. not sure what they call it in Mexico but in London we call that abuse. We then got scared we would get kicked off and so we went to our seats. At the point my friend at the gate was crying, she had none of her stuff she needed to get home for work and was scared being in Mexico city all alone. Ironically, seconds late the pilot announced there is a medical emergency on the plane and the plane will be delayed until the paramedics come. So not only was our flight delayed for a whole hour they also opened the doors to let the paramedics in and take the passenger off the plane and in that time we were still trying our luck to get her back on the plane, but just to be blunt the ladies at the gate that night were being rude and despiteful and I have never in my travelling life (I am well-travelled) have I never experienced such bad customer service and discrimination before and as a result I would never recommend aeromexico to anyone I know. They were spiteful and rude and I can only hope no one goes through what my friend went through that night.

Not only do they not know what they are doing, they also gave us the wrong information and as a result my friend ended us paying over £1000 just to get home plus $220 for a hotel room that night. They lost her bag and she spent 48 hours in the same clothes. She is absolutely traumatised and now we can’t even enjoy our memories of our holiday. Thank you aeromexico for ruining our holiday.
My suggestion would be to train your stuff on giving out the correct information and to teach them a bit of good customer service.

flight number AM273 and AM682 from cabo san lucas connect with Mexico City to Chicago . Aug 17-2017

Reservación code NGGCYY

They steal 5 new golf shirts with the value of $ 400 dollars.

The Aeromexico airlines, needs to have more control with the luggage ... The customer needs to pay 25 dollars for each suitcase or more ...
 And you realize that you are missing your things that you have in your suitcase this is unacceptable and needs to be fixed.

Good morning
So I book my flight with american express travel and the email I got said aeromexico flight.
Which we got to Denver airport at 5:00 am because the flight was leaving at 7:05 when I call aeromexico support they told me it was with delta which we ran to the gate and they gave us out ticket buy when we got to the gate we didn't had my husband so we missed the flight

Around 19th of july i paid for 2 Extra bagage fees. I spoke to "David". I told David that i wasnt sure about the "PAID"extra bagage allowance. I knew regular bag allowed is 23kg. However "DAVID" said that since we are paying for the baggage service it is the same weight as executive service "30kg" i asked "ARE YOU SURE", he reassured me and i took his name down, JUST IN CASE! Well, on the 23rd of july i showed up for my flight and right away was told that my bags were over weight! I showed them that i had paid extra fof these bags and was reassured by "DAVID" that i am allowed the extra weight. Again "Filipa" the attendant was very nice and polite saying that there was nothing she could do and that i would either have to lesson the weight on the bags or pay extra. She also told me this was not the first time that the call line(where i paid for the extra baggage) has misled customers! I explained to Filipa that we are moving to mexico and didnt have anyone to take the excess items home. Filipa called a manager, "Gregory Vida". Who went through the same speel that Filipa had gone through and said that there is nothing he could do. And that i could try my luck with "customer care"(with a smirk on his face) i said you enjoying this? He said "no, but even customer care wont do anything for you".
I said "how ridiculous is this that some one representing your company gives out bad information repeatedly and Customer care... DOESNT CARE?"
Aeromexico charged me £160(2extra bags) for the extra luggage and another £154 (2"over weight" bags)at airport for the 2 over weight bags... the agents couldnt even see that i had 2 bags that were under the allowed weight and 2 that were 30kg... the weight "DAVID" an aeromexico employee told me that i was allowed!
What's really. Ad about this is back in 2000 i was flying frequently from US to Mexico and AGAIN i had a bad experience with this airline and SWORE i would not use it again. I assumed that over 17 years latter and Customer care being important... Aeromexico would have bettered their service... OBVIOUSLY NOT! I will wait another 17 years before i even consider this airline again... very disappointed!
In case the Aeromexico agents were wrong snd you would rectify the problem... i paid using American Express... But judging from your history and the attitude of your own representatives. You probably have a generic speel of why you are allowed to extort money from your customers and how you'll educate the persons involved(SURE). Very upseting! I paid over £300 pounds for lugage my mom is coming to USA and could have brought it for FREE! But i stupidly followed guidance from your rep and got slapped with £154 over weight fee... where is tge justice in that?

I had booked a flight From Pittsburgh to Guatemala City. Aero Mexico Confirmation code TGAIAZ. For July 13, 2017. Flight number AM4506.
Due to circumstances beyond my control I missed my flight that departed Pittsburgh Pa. I contacted the help desk, after much discussion I was told that I could fly the next day, for $1, 000.00. I could not believe this OUTRAGES charge. I decided to call back, there must have been some mistake. Again the CSR to me the price would be $1, 000.00 for a new ticket. RIDICULES! If they said it would cost me $200 to reschedule for tomorrow, that would be acceptable. BUT $1, 000.00? I finally told the CSR the Aero Mexico does not want my business.
I rescheduled a flight with American Airlines for half that price even on short notice.
And then when I get the email through Expedia, it said that my seat had been confirmed on the first three legs of the trip!
WHAT GIVES WITH THAT? I will be contacting Delta to let them know how bad you help your passengers!

Never travel with a surfboard with aeromexico...

here is why:

1. They charge you 150 dollars ! one way! no matter the weight or seize.

2. I could not do the check in online and the people working at the check- in desk where not really interested in helping me either.

3. I had to pay and was willing to in the end, then they charged me 8 dollars extra. When i asked why, the answer was: operation costs.

4. After paying 160 dollars! I had to sign a paper with 'fragile', that said that in case of any damage to the board, they are not responsible. And that for the price of 160 dollars.

5. Further: they don't put gatenumbers on the ticket. And to transfer my board for the connecting flight, they sent me to 4 different places.

They charge for everything and are unhelpful. I tried to contact costumer service, which i could not reach. I tried to call, but this also didn't work.

Surfers and non-surfers, don't travel with this incompetent airline!