Aeromexico
Reviews and Complaints

Oct. 23 (approximately) I was on the phone purchasing tickets for a flight from Merida to Mexico City, round trip, and after my transaction...the person on the phone starting speaking English extremely rapidly...I had NO idea what the person was saying with the very THICK accent. I was just trying to get off the phone but I assumed the person was trying to tell me something relevant...so I stayed on the line...until she was finished talking. Then we said goodbye. The result? She signed me up for some additional service being offered by AeroMexico which I did not want. I think this is a scam that their ticket agents are pulling. They talk exceptionally fast and they know that most Americans and foreigners are polite and they keep them on the line while they sign them up for services the customer does not even realize he is being charged for. I made TWO phone calls to AeroMexico to talk to them and they are very curt and abrupt...pretend they don't understand you and then say they will put you on hold...and NEVER come back! In addition, they send you NO RECEIPT for the extra service...and you only discover it when you look at your credit card. I want the charge of $33 and some odd cents removed from my credit card. If not, I will NEVER use Aero Mexico again...unless there are no options. I have already switched my main fight from Mexico City to San Francisco, CA and found it was much cheaper besides. I must tell you that we Americans living in Mexico are getting VERY upset about the constant level of corruption in the country.

Today my wife had a flight on Aeromexico. We arrived a good half an hour before the flight left - we had trouble with heavy traffic at the airport, and then finding parking in the Aeromexico parking lot or else we'd have been there sooner.
However we were in line at Aeromexico's counter a good 30 min. before the flight was to leave.

When it was my wife's turn to check in the woman told us it was too late. I said, "But the flight hasn't left yet, she's only got one bag, and she already has our boarding pass.PLEASE let her on the flight because her mother is dying and she needs to get there TODAY or else it may be too late!

The woman went to the supervisor, Javelina Onate, and the supervisor said no without even considering our special circumstances. We told her about my wife's mom dying and we suggested that maybe my wife's suitcase could be sent along on another flight and my wife could run on over to the gate and get on the plane. I have seen other passengers run onto a plane 5 min. before leaving the gate so I know this IS possible, and under the circumstances this should have been allowed.

Now, after 15 minutes or so of our discussing this with Ms. Javelina Onate, we hear the person at the gate calling for my wife to get on the flight, via the loudspeaker. We told her, "Listen! They are calling for her right now! WHY can't she run up and get on the plane?" (Note here too that there were several employees standing around doing nothing at this point and they could have helped my wife get through to the gate and on the plane. IF they wanted to provide any kind of customer SERVICE. (Which, obviously, they did not. They preferred to stand around arguing for 20 minutes instead of using that time to help my wife get on the plane.)

As a result of Ms. Javelina Onate's lack of customer service:
1) My wife did not get to speak to her mother nor see her before she died today at 4:23pm.
2) Neither of us will EVER give Aeromexico any of our flight business again.
3) I will post this story far and wide on the internet: youtube, facebook, yelp, complaint sites, etc etc etc. I am in internet marketer and know how to spread viral news stories on the internet and reach potentially millions of people
4) Ms. Javelina hopefully will not sleep well, knowing she denied my wife the chance to see her mother one last time (though my guess is she has no conscience nor compassion, anyway)
5) Aeromexico's lack of compassion will be known throughout the world as a result of this story going viral

Michael White
re Flight #783 on August 11, 20115

Please share: even if our family isn't able to be reimbursed for the valuables that were stolen at the miguel hidago 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... ‪‪#‎aeromexico‬ ‪#‎gdlairport‬ ‪#‎andresconesalabastidaceo‬ ‪

"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 23rd or 24th 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 carryon there were a number of items including jewelry items. These carry ons were tagged with a red label (Which labeled them as"late baggage checkin"or last minute carry ons placed into the cargo hold) and they were not zip tied. 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. I am requesting not only a careful review of any surveillance systems on the reported day and time but also compensation for my stolen property. I am very disappointed that this type of occurrence would happen with such a trustworthy company that we have given our business to for many years."

I had round trip flight from los angeles to mexico city. My flight to mexico was a success. I documented one large suitcase and I had one carry on with my purse and no problem with that. But on my returned to los angeles I had the worse nightmare. The employee blanca alonso on my entrance door to the plane (not from check in phase). She made me weight the carry-on luggage together with my purse!. I told her many times "this is my purse, this is my purse! And she just keep saying"put it on the scale." I asked her if carry-on should be weight because I travel often with the same carry-on and I not encounter any problem. She said it should weight less than 10 kilos. My carry-on alone was 8 kilos then she made me to weight my purse together! I could not believe this!. For this person not helping at all! I was charge for this weight 3 kilos overweight. Is this a new way to weight the carry-on? Can you place signs that purses are going to be weight? Because is this the case I will change airlines.

We asked staff, from aeromexico where our gate was so we sat where they told us. It was the wrong gate so we missed our flight. When we approached to seek counter for help, customer service was so rude. Didn't want to help us instead of giving us a rebooking they made us pay for a new ticket.

On Monday March 24th 2014 I flew from Los Angeles California USA (LAX) to Mexico City Mexico (MEX) and took a connecting flight to Lima Peru (LIM) with this airline. While in the Mexico airport, all passenger were told to pick up their checked luggage at baggage claim to have it processed through customs even if only for their connecting flight. Only one of my two checked bags were at the baggage carousel. I asked customer service next to the carousel where my other bag was. There were 2 female representatives who offered to track down my bag but neither spoke very much English. At first they said I only checked one bag. I insisted I checked 2 bags. They looked researched my flight information in the computer using my baggage claim receipt and said my other bag never left Los Angeles but they would have it sent to Lima the next day then delivered to the address of my choice in Peru. I provided an address in Lima Peru. They said I should check in at the AeroMexico office once I arrive in Lima to tell them I'm expecting a bag and to pick up $100 US cash or more for my troubles.

When I landed in Lima I went to the AeroMexico office but their doors were closed and nobody came to the door upon knocking even though their hours of operation would lead anyone to believe they should be open. I had a bilingual friend call the next morning. The representative said when the bag arrive they will deliver it but it wouldn't arrive until the late afternoon. Below is a call log:
03/25/2014
1100 we called [protected] and asked for information but got hung up on.
1104 we called again and started the conversation by asking for the representative's name but got hung up on.
1108 called a 3rd time and spoke with Carolina Perez. We were placed on an extended hold so we hung up.
1120 4th call and spoke with Laura Gonzalez. Advised to call AeroMexico in the Jorge Chavez airport but she was not able to find the phone #. Bag is currently in Lima and will be delivered today.
1145 after searching for the AeroMexico phone # for LIM, we called and spoke with Jennifer who said to come to the airport between [protected] or [protected] for $100 and file a claim for insulin reimbursement.

The bag didn't arrive at the address given so the next morning we called AeroMexico in Lima again. They said the bag had been in the airport this whole time. They said it was never sent to baggage claim in Mexico City but instead it was transferred directly to the connecting flight. My bag circled the baggage claim the night I arrived until an airport official picked it up since it was unclaimed. They refused to provide a $100 refund & said the problem originated in Mexico City, I would need to claim my $100 in Mexico City.

In conclusion, my 2 bottles of insulin were out of refrigeration too long to be effective. Each bottle retails for about $150 (Humalog). I expect >= another $100 I was promised by this airline.

We were a group of 15 visiting an orphanage in Mexico 7/14. The middle of the week before the trip AeroMexico charged our bank account 2 times for all the tickets after they had been paid weeks before. That's $9, 000 USD. After lengthy phone conversations they agreed the charges had happened, didn't know why, and could not refund the money or assure us it wouldn't keep happening. We had to cancel the Bank Card we paid with and find other funds to cover the trip. If we didn't have the funds available elsewhere the trip would have been cancelled. They didn't refund the money until the trip was almost over.

We purchased non stop round trip tickets for a family of 5, traveling from NYC to Cancun from May 21 to May 28. Hours before we were to leave for our vacation aeromexico bumped us from the return flight and said they put us on a different flight on May 27. So we were losing 1 day vacation and $1000 in hotel and all inclusive fees we had paid. aeromexico customer service was nasty when we tried to talk to them. They hung up on us numerous times and have NO SUPERVISORS working. aeromexico just changes the flight numbers on flights so that they can bump passengers, everything about the flight is the same...How is this legal? When arriving in Cancun we tried to at least book seats for the flight on May 27th because we did not trust aeromexico. We were told by the aeromexico agent that the flight was overbooked and that there were no seats available to assign to us, but if we paid thousands of dollars we could get our original flight on May 28th. We spoke to numerous rude, obnoxious, aeromexico agents trying to work this out. This ultimately ruined our vacation. We have been told numerous times by aeromexico that the May 27th flight is overbooked and we have no seats, but aeromexico will not do anything to help us, what they said is that they plan on bumping us to another flight that is 13 hours with a layover. We had a 4 hour flight. They say there is nothing we can do. and There is nothing we can do! Our only recourse it seems is to book another flight and be out thousand more.

Aeromexico charged my card twice for what should have been a single charge for one extra bag. I flew from IAD to PVR September 30, 2013, to vacation. On October 7, I checked my bank account and discovered that Aeromexico had charged me twice for my one extra bag. I called customer service, I e-mailed them several times, I called again. Every time my e-mail response came from a different representative requesting the same information. It is now November 7, and they have yet to credit my account. Yesterday, a representative wrote me and informed that my account was going to be credited, however, it would take another 5 business days. Nothing was said about making amends for taking my money without my consent and holding on to it for a month and one half, nor has my account been credited, yet. If you have a choice in air carriers, I would recommend using someone else unless you want to enjoy a relentless consumer battle to get your money back. They really should be ashamed of taking advantage of retired people.

Purchase my rnd trp ticket 6 months in advance, a connecting flight from sfo to mexico city then to morelia in mexico. On the date of departure at sfo, I clearly explained on was not going to use the connecting flight from mexico city to morelia, and askedmultipletime if I needed any document stating such. They said no,, and that I would have that flight available to use within one year. On the date of my return at morelia airport, I was informed that my return flight was canceled because I did not use my connecting flight I had to pay 300.00extra to return to ago. I then filed a complaint the following day of my arrival, a month later they said that I never informed them. So now it my word vs theirs. I lost my $ because they were not properly trained to update their system. Not sure what to do, or what's my next step for some type of resolution.

On 5/28 I had to change return flight dates bc of a family emergency and I was charged an outrageous amount of u$d 991. As I explained that it was an emergency change, they mentioned that I will get $200 back to my account after I showed proof of hospitalization. I did. I talked to many many representatives over the phone and nothing. I have been asked to send personal information (Otherwise they would not go through refund process), but soon after I sent the info they asked for, they stop all contact with me. I call and they make me wait for a long time, no email replies... I is 8/8 today... Its been over a month and I dont think the money will be refunded and I feel that I ended up sending information that can threat my identity.
To which agency can I make a formal complaint?

Our flight from Paris to Mexico City was delayed by 12 hours back in October 2012. We had to spend the night in Paris and leave next morning.
Based on EU legislation we are both entitled to a compensation of 600 Euros. They never responded to my claim submitted on AeroMexico's "Customer Service" (haha) site, so I called for help.
After notifying the French Civil Aviation Body, finally AM got back to me some 5 months after the incident... Mr. Campos Guivari from AM promised in writing to have the compensation money sent in 4-6 weeks. (First they said it will take 120-180 (!) days to do the refund).

This was in May 2013 and still no money, nor any reply from them ever since.

I will keep on fighting to get the compensation. They won't get away with this! :-)

I wish I could give Aeromexico 0 stars! I will never fly them again, nor will I ever fly through Mexico City. We had a 2.5hr layover in Mexico City. Since we had to cross from Terminal 1 to 2, we had to go through immigration (took 45min), baggage retrieval and customs (took 1hr), security, air train, security again, and running at top speed between those, all the while getting pointed in the wrong direction by airport personnel. Needless to say, we missed our connection. Trying to get rebooked on another flight was an absolute nightmare. Because our flight was booked on LAN but we flew Aeromexico, both airlines kept telling us it was the other one's problem. It took us 5 hours before someone from LAN finally helped us get booked on another flight. The worst part about Aeromexico is their terrible customer service. We had one check-in agent telling us she could rebook us if she could confirm that our incoming flight was late (which it was), but the flight arrival times were not posted and repeated calls to the operations folks kept giving the response "call back in 10 or 20 min". So after being strung along like that for 2hrs, she said her shift was over, and to talk to her supervisor. This guy Jorge was a piece of work - he was looped into our problem the whole time, but the 3 times we approached him, he acted like he'd never seen us before! It was frankly the worst customer service I've ever seen. He kept telling us we were going to have to pay because it was not Aeromexico's fault we missed our flight. My husband was trying with some other agents and they called security on him for continuing to pester them! And to top it off, the food they served on their flight was contaminated and gave us stomach problems. So NEVER NEVER NEVER fly Aeromexico. Please!

En diciembre 2011, le robaron a mi hija todas sus joyitas, no solo metieron la mano y lo sacaron, les dio tiempo de abrir toda la maleta, abrir mi maletin de maqulilajes, voltearlo, abrir caja por caja de las joyitas de mi hija, tomar las joyas y dejar las cajas, despues de no dormir toda la noche porque a parte se demoro el vuelo, trate de hacer una reclamacion por telefono, me dijeron que me regresara al aeropuerto, levantar la denuncia, y que mandara mails a atencion a clientes, el caso es que ni me pagan y me dicen que el problema es la policia federal...necesito unos 30 casos similares para que nos juntemos y poder demandar colectivamente, [protected]@krasovsky.com.mx

I changed my flight from October 31, 2011 FLT. #AM 664 to October 29, 2011 to FLT # AM 640. I happily paid the $150 change fee, plus $10.60 in additional taxes for a total of $160.60.
Hours before my departure, I was notified that the flight was cancelled, but not to worry, they had booked me on another flight. However, the flight they booked me on had a final destination 2 hours from my original city. Certainly this was not a viable alternative for me as my car was parked at my original departure airport. I decided I would cancel my return flight with them and booked a ticket on another airline that would return me to my original departure city. The problem is, they refuse to refund my change fee. My issue is that I paid a change fee to get on a flight that did not exist! Not fair!
To put it another way, say you were going to buy a 32" TV set for $300. You see that they have a better 42" TV set, so you pay $150 more to get the better TV set. However, on the day that you are to pickup the TV set, you discover that they no longer make that model. Wouldn't you expect that you'd get your money back. After all, you paid money for a TV set that doesn't exist. Makes more sense when you put it in those terms. I think it's called "bait and switch". Certainly not a good business practice.

Sbaihi tarik philippe tel : [protected]
2582 rue dickson courriel : [protected]@hotmail.com
Mtl, qc, canada
H1n 2j3

à qui de droit,
Cette lettre est pour vous informer de l’incident survenu le 22 avril 2011 à l’aéroport pierre-elliott trudeau vers 8h19am. ce dernier a eu lieu au comptoir des douanes d’embarquement et vérifications des bagages à main.

Au moment où je passais à la douane, j’ai posé mes deux sacs à dos, ceinture, porte feuille et casquette dans les bacs gris. puis un des sacs démontrait un item que le douanier tentait d’identifier. faisant avancer et reculer le tapis roulant, ma casquette tombât sur le tapis roulant à l’intérieur du scanner. puisque la casquette n’était pas suffisamment lourde, le tapis roulant n’avançait pas pour récupérer ma casquette «c’est ce qu’on m’a expliqué». une fois que les gardes parviennent à sortir ma casquette, je m’aperçois qu’elle est toute tachée, comme les photos jointes vous le démontrent.
Donc monsieur ahmed «le superviseur des douanes, je crois?» m'a demandé de patienter un moment pour qu'il le remplisse le rapport. après quelques instants d’attente, j’ai questionné les douaniers sur place afin de savoir combien de temps encore à attendre puisque j’avais un vol à prendre bientôt. j’ai également demandé l’heure car mon vol était prévu pour 8h30am numéro de vol 681 avec aeromexico. un des gardes répondit qu’il était 8h30am et qu’il ne devrait pas y avoir de problème.
Je communique mes informations à m. ahmed et récupère la feuille de réclamation.
A ma surprise et déception, arrivé au comptoir d’embarquement les hôtes me disent que l’avion venait quitter.

Donc suite à cet événement j’ai raté mon vol. à ce moment là, ma casquette m’importais peu, j’étais préoccupé par mon vol qui est parti sans moi. sous le choc, je me suis précipité à une cabine téléphonique pour contacter les lignes aériennes. j’ai dû me procurer des billets pour le lendemain. heureusement il y avait le même vol disponible aux mêmes heures.
J’ai pu me rendre à destination, mais une journée plus tard avec des frais additionnel et un changement d’itinéraire de mes réservations pour ma date prévue d’arrivé.

Suite à ce préjudice, ainsi je réclame les frais engendré par cet incident. je demande donc un dédommagement de mon billet d’avion qui est d’un montant de 495.25 $ et en ce qui concerne la casquette, je ne peux la faire nettoyer car les produits nettoyants chez les nettoyeurs sont chimiques et endommageront le textile et les couleurs. je ne peux vous joindre une facture pour la casquette mais elle a une valeur de 30$. je vous joins également une copie de ma passe d’embarquement, des photos de ma casquette tâchée et une copie de mon reçu du billet d’avion.

Merci de prendre en considération ma réclamation.

If you thought that Continental suck, Read this about AEROMEXICO: I was flying from Mexico City to Houston Texas on the Flight 418 from with Aeromexico and was taken out of the boarding line together
with other 15 passengers last Saturday March5, 2011 around 5 pm.
The 'selected' passangers were most women traveling alone and foreign couples (in MExico City Aerport). I bought my ticket 2 months ago. Their excuse: changes in the temperaure of the aircraft. Supposedly they picked the passengers that documented last. I documented 2 hours before the flight! and atthta time I culd have gon to COntinental to catch another flight.
They offer another free ticket which I dont care to take to experience their horrendous mega-bad service. They put us in a flight 5 hrs later.
Their staff did not even apologize or brought the manager to agve us a decent explanation. If that was not bad enough the pilot of the 8pm flight got about40 min late! Is a women with curly hair, overweight and did not even apologize. What a disrecpect! Dont flight inAeromexico. They really suck!