“Purchased 5 seats (2 adults, 3 children). Folllowed all their fare rules (1 carry-on under 10 kilos per passenger). Complete online check-in. See a gate attendant prior to boarding to have all our bags weighed. Everything was going fine. Then at boarding time, they start boarding by zones. I check our boarding passes and we are all in different zones (3,4, and 5). I ask a gate attendant how this should be handled. Instead of trying to help us, she looks down at our carry-ons and says “all your bags need to be checked.” She pulls us out of line, calls over another militant gate attendant who agrees that we should be held back while everyone else boards to have our bags checked. I’m just overwhelmed by the stupidity of it all. So, they tag all our bags and we are the last to board the plane. Of course, there’s plenty of overhead space available, especially for our row (since we have 5 of 6 seats). What was the point of all this? Do the gate attendants just not have a clue? Are they trying to ruin our experience? The best part was them flapping a sheet of paper in our face that stated “zones 4 and 5 must check carry-ons.” Well, why did they wait until I asked a question to realize this? What a joke of an airline.”
“I paid for my checked bag on the Aeromexico app and I didn’t realize I paid for a second checked bag so I get to the airport they make me pay for my first and only checked bag instead of putting the money I paid for the second checked bag I didn’t have so I call Aeromexico to get my refund they told me no it was my fault so they can’t refund me! That’s so wrong I’m very upset”
“I should have read the reviews. A cheaper flight than the decent airlines was not worth the hassle annoyance and stress making an overall unleaded first and last experience with this airline. We upgraded to first class after a misleading offer. Don’t do it. It’s barely second class. The premier lounge is little different to a cheap overcrowded and hot cafe. Given how much money the country makes from tourists they could do so much better.”
“Paid three times for one ticket and my exec was told the ticket was not paid for and denied boarding. Never mind that they sent me the boarding pass after they confirmed payment. They sent a poor excuse for an apology later claiming it was a payment delay. Even though they confirmed receiving payment over the phone.
This one incident cost me my job as an EA because my exec almost missed a meeting.
If you’re looking for an airline with serious people then I would not recommend. The customer care service numbers are hardly reachable. And they just don’t care tbh.”
“A TOTAL NIGHTMARE! I was trying to book a flight for my son and me with Aeromexico, so I did select the dates, and the itinerary after submitting my payment information the website failed to load and I got a yellow message saying "Oops something went wrong, please try again.", so I FOLLOWED the instructions I got from the website thinking "well, probably this credit card rejected the transaction", so I did try once more planning to use a different credit card when I was at the point to book the flight I noticed that the morning scheduled I wanted wasn't available anymore for the date I previously selected so I thought: "well, maybe THIS is the reason why the page failed to load a few minutes ago, this flight is no longer available", so I continued with the process and I tried to pull up the calendar for the day before to see if that morning schedule was available and indeed it was, so I selected this flight for the day before I had previously selected on the failed transaction. So I filled out all my info along with a different credit card's information just in case and this time, the transaction was completed correctly! so I went straight to my email to check the summary of the purchase and BOOM! I found there were two email confirmations with 2 different itineraries! Aeromexico CHARGED ME for the first transaction that didn't go through even though I got an error message on the website during the payment process!! Aeromexico charged me for that first transaction and, of course, for the second one that went through without any issue... but the problem is that they CHARGED ME TWICE FOR A FLIGHT FOR THE SAME 2 PEOPLE!!! I've been calling them, submitting tickets, and numerous Emails and they have ZERO EMPATHY! they keep on saying that was my fault that the website failed and they can do NOTHING FOR ME because that error wasn't their fault, they could help me for "duplicity" but the dates don't match, so my issue won't be considered duplicity therefore there's nothing they can do to help me.... I TRIED SEVERAL TIMES ALREADY to explain that it WAS NOT a duplicity issue, the website failed and even though I got the error message it charged me without me noticing!
I've been dealing with this for almost 10 days already and at this point, they are just ignoring my Emails, they are closing my tickets without even responding to any of them when I call they say that I could get a reimbursement but a ticket should be submitted and when I submit the ticket these agents immediately close them without giving me a reason or anything! They don't respond to my messages anymore... THE WORST PART OF THIS is that I decided to book with Aeromexico because my original plan was to book with Volaris but some friends told me that it wasn't a good idea to go with them, instead, they said I could book with Aeromexico which was more secure and comfy so I followed their advice and I've canceled my flight with VOLARIS the very same day I booked it and within 3 business days, THEY GAVE ME A FULL REFUND FOR MY PURCHASE!!!! WITHIN 3 BUSINESS DAYS!!!! I wish I wouldn't canceled my flight with Volaris, everything was running pretty smoothly with them but I trusted in someone else's recommendation to fly with Aeromexico instead because supposedly this is a more serious company, with very high standards of quality, great customer service but all of those details are just a lie!!!!!! It's just part of their paid ads!!!! and here I'm still begging for mercy with Aeromexico so they can put on my shoes, have a little empathy, and understand what I'm trying to say so I can get my money back because IT WASN'T MY FAULT! THEIR WEBSITE HAD FAILED!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! but nobody seems to listen/pay attention to what I'm saying, zero customer service, zero empathy, no sense of urgency NOTHING! With the responses they have given me, I can tell they are stealing $426.59 without any further explanation, just blaming ME for the inconsistency of their website! I just can't believe it!!”
“I was only 1 minite late and the manager of aeromexico refused to board as my plane was leaving at 7:05 PM . I arrived at 6:06 PM. Just 1 minute late . People stay away from aeromexico !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!”
“Don't ever fly with Aeromexico anywhere. They are the absolute worst airline. They are very rude, apathetic, they don't care about the passenger. Worst customer service by phone and when flying. Rude flight attendants. It's happened several times. Lousy, lousy airline, service, everything.”
