Reviews

This profile includes reviews for Aeromexico's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Aeromexico has 8 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Aeromexico

  3663 N Sam Houston Pkwy E Ste 500 Houston, TX 77032-3611

• 

  Aeromexico

  PO Box 282219 San Francisco, CA 94128-2219

• 

  Aeromexico

  2001 W Camelback Rd Ste 235 Phoenix, AZ 85015-3472

• 

  AeroMexico

  1231 Greenway Drive Suite 230 Irving, TX 75038

• 

  Aero Mexico

  5175 E Clinton Way Fresno, CA 93727-2086

Review Details

• Review fromJulliann D

  Date: 05/09/2024

  1 star
  I purchased a ticket from czm to tijuana, while I was choosing my seats it showed me an option to upgrade to premier, which would give me better seats, priority boarding and checked baggage, i purchased that and it let me choose seats only on the first leg of the flight, worst part it will not let me add check in luggage, it kept charging me 120$ for one check in luggage for two people. I called customer service they said that the premier only applies to the first leg of the flight, they did not show any of this on the website/app, they couldn't cancel or refund the add on even if this happened less than 12 hours, and they said to try and get the bags checked in when i get there. scammy business practices.

• Review fromJames L

  Date: 04/09/2024

  1 star
  Aeromexico gave our seats to other passengers while we were changing flights in Mexico City and refused to honor the ticket. This is after we had connected from another international flight operated by Aeromexico just an hour and a half prior (we arrived at the gate 14 minutes prior to departure). Aeromexico had given our seats to other passengers.
  We were then told that we needed to go to customer service and see if they could book us on another flight. When we went to customer service, at first, we were informed that the flight was not closed and the customer service agent then called the gate, only to be informed that the flight was in fact closed. Customer Service then explained that since we had a "V" Class fare, no modifications were allowed and that we were going to have to purchase a new reservation. He then stated that exceptions are only available if the connection time is less than one hour (which is not practical considering that one must pass through immigration, retrieve their checked luggage, pass through customs, pass through security, and walk a long distance to the departure gate in Terminal 2).
  We were directed to the ticket office (by AM Customer Service) where the ticket agent wanted to know who had directed us to him (I have no idea why this was of any importance or relevance to him). After we explained that Customer Service directed us here, we were told that we would have to buy another flight due to the rules and restrictions of the flight that we had purchased and that there were no available seats on any AeroMexico flights to Tijuana until Thursday, April 4th, which turned out to be a lie. We were treated with curtness and slight rudeness by the AM Gate Agents and the AM Ticket Counter Agent, none of which had any empathy for us, even after I explained to them that I was a Platinum Medallion on ***** Airlines (thus, SkyTeam Elite Plus). I speak Spanish fluently, so language barriers were not a factor in this case.

• Review fromPritesh P

  Date: 04/07/2024

  1 star
  I'm very surprised that an organization like this can exist. My issue is that I purchased a flight well in advance. On the first leg, they told us that there was no guarantee of a seat, even if we had purchased the flight in advance.
  On the second leg, they would no allow us to check in online and book a seat. We could not even purchase a seat.
  I tried to reason and call customer service and it was non existent. There is no customer service that is willing to take a call according to their sales team. I called the 1-800-two-three-seven number and it was a sales team. Asked if they can help and they advised that check in is not possible online for the flight and it would have to be done at the airport at the time of flight.
  Asked if I may be connected to their Customer Service and they advised that they do not take calls and if this was not acceptable, then we should file a complaint. Which, surprisingly is the third time this month that I will be filing a complaint, for other issues such as not honouring price as advertised for extra baggage, delays, etc,
  Well this is not good and unlike a proper functioning airline. Most airlines allow check in 24-48 hours to avoid issues, however, AeroMexico want you to have a problem.
  I feel like this is one of the worst airline companies that I have ever dealt with, hence this post here to make others aware of the problems with this company and to heed to other reviews that one may experience.
  I typically don't use BBB to highlight a poor business, but felt this was necessary for others so that they can make an informed decision.

• Review fromDina D

  Date: 03/02/2024

  1 star
  On 2/12/2024 I had an accident and fell and was diagnosed with fracture in my right knee / leg, as such my leg was in a cast and should not be bent and I was put on a wheel chair . On 2/15/2024 our original flights were changed after we arrived Madrid and Iberia was assigned to me from Madrid to Mexico City and Aeromexico as a connection flight from Mexico City to LAX . When I arrived Mexico City I asked that I need to upgrade my ticket and to pay to get a business class or first class seat for more leg room but I was told to wait till the gate is open, however, the gate was only opened about an hour before the flight, so at the desk I explained my medical situation ( all my medical reports and the Xrays were with me ) on that I need to purchase a business class or first class seat , I was told to talk to the crew when I board the plane so I asked and explained to the highest authority of the flight attendants who was standing at the door of the flight in that I need to upgrade to first class or business class, she was very rude and said No so I told her that I will pay for this upgrade, she refused and said this is not about money and I was seated on the side of the plane that put my hurt leg/ knee in the wrong position so I asked if I can change to the other side, she refused, then another person sat on the same row and after he saw my situation and felt sorry for me seeing me crying from pain so he asked the flight attendant to change to another seat where she agreed, then a friend of us from the same group on the other side was willing and ready to change her side with me and the flight attendant agreed but then the same highest authority came rushing from the front of the plane and told her NO ; and not to allow this change. I am 68 years old and find this to be totally uncalled for , cruel, inhumane, as such changes on flights are so common between passengers all the time and does not need even any permission from the crew. I have photos of this incident

• Review fromMark B

  Date: 03/01/2024

  1 star
  Avoid Aeromexico! If you have an alternative take it and fly! My wife warned me and to save $30 it cost us $600 +!!! I purchased roundtrip airfare from Aeromexico on 03/08/20 for travel from Grand Rapids, MI to Mexico City 05/22/20-05/28/20. Aeromexico canceled my trip blaming it on COVID-19 and only would offer a voucher for future travel. My mistake was the day before, on 03/07/20 we had purchased the same trip on the same exact flights from Delta but canceled that trip to save $30 changing to Aeromexico. ***** and Aeromexico partner on this same travel route. Bad decision as ******* Covid-19 policy would have allowed refund. Subsequently, Aeromexico did offer refunds for tickets booked after the dates we booked. I made numerous inquiries with ********* ***** ********** Aeromexico and ** ********** ** ******************** The most recent correspondence with Aeromexico resulted in being informed that the voucher we thought would be good through April
  2024 had expired in January 2024. I have numerous emails from various sources including Aeromexico, ********** ******** *** ***. The fact that ***** would have refunded our money had we kept the original ticket, and it was our unwitting mistake electing Aeromexico for the SAME airplanes, SAME flight itinerary as Delta seems unfair to a consumer. Our flight was canceled due to circumstances out of our control and we simply have not been able to travel since. The most recent email from Aeromexico stating they're sorry but the voucher has no value is unfair. They've had our money since 2020 and have provided no product or service in return. The only thing we got in return for our $600+ was immeasurable frustration. Buyer beware!

• Review fromMaria p

  Date: 02/09/2024

  1 star
  Lousy service won't allow me to change my flight ?? dont fly with this airlines

• Review fromYesenia B

  Date: 01/07/2024

  1 star
  They charged me $120 EXTRA in Perú for two suitcases. When I paid here they only charged me $80 each . over there, in Lima Peru They charged me $140 each. They almost made me stay in Mexico City, which is one of the worst airports just because I told them my daughter wasn’t feeling good. Last year they lost my luggage and they only gave me one hour connection between flights. I had to run all over the Mexico City airport. I need a refund from this company. I am a United States citizen, me and my daughter.

• Review fromGuadalupe B

  Date: 11/01/2023

  1 star
  In the morning of November 1st, 2023 my Aunt was boarding her flight when the gate people told her she couldn't. The Supervisor at the gate named Luis(or Lewis)had told her she wasn't get on this fight do to her not having the same name on the credit card used to pay for her ticket. She had no idea and had only been notified as they started boarding the plane. She had gone through check in and gave her bag in aswell as she had been sitting by the gate for 2 hours! At no point did they call her up or tell her she couldn't board till it was to late. She explained to them through tears that she had to get home to see her dead Mother for the last time before the funeral but Luis didn't seem to be empathetic or even care what she was going though. He didnt even offer her salutations, like another flight. After he told her she had to get the owner of the card in person to verify its not fraud only then could she get on the flight, he ignored her. She tried talking to him but he kept saying he was busy. Instead a bystander tried helping my Aunt and telling her that the Supervisor(Luis) was being an ******* and that it was odd that all of a sudden she couldn't board when there was never a policy before saying you had to have in person the owner of the card with you to verify. Luis eventually gave her a "solution", but only after I(niece) had to talk to him and ask him for another flight or something. He said he could reserve a spot on a later flight today, but another airlines, we would have to pay out of pocket. Which at that point I wanted to just get my aunt out to her mother as soon as possible even if we had to pay. Aeromexicos customer service is not good in person or over the phone which I believe Aeromexico as a whole does not care about family whatsoever! They just let an older woman cry and plead to let her get on and now she missed the last chance to say goodbye to the women that loved and raised her. I wonder how they would feel if an airlines did this to them.

• Review fromBrittaney M

  Date: 10/20/2023

  1 star
  Awful. I’ve been trying to get a refund from them since August 24th because of a flight that was canceled on the airlines behalf due to weather. They are being avoidant, lying, giving me the run around continuously blaming ***** airlines when delta has provided proof and sent numerous emails informing that the funds were obtained by Aeromexico and they are responsible for refunding me. The representatives are rude and not helpful. They also claim that it’s no one I can be transferred to over the phone that deals with refunds, I just have to wait on an email that I’ve been waiting on for months. I’m livid!

• Review fromMasashi A

  Date: 09/18/2023

  1 star
  Aeromexico(AM) consistently shifts the responsibility for staff negligence onto customers or immigration authorities without investigating complaints and refuses to offer refunds or compensations.
  
  In preparation for my mother-in-law's visit to Japan, she obtained an entry visa valid from July 14th to October 14th, with the stay visa being effective for 90 days from the date of entry. Round trip airline tickets were purchased for a departure from Bogota on August 1st and a return on October 23rd. Upon showing her passport, AM staff denied ticket issuance because the end date of the entry permit written on the visa page was earlier than the return flight. She was informed that if she paid 800,000 pesos on the spot and purchased a new airline ticket with an earlier return date, they would issue her ticket. Despite trying to explain by showing the visa page from the Japanese Embassy in Colombia, her explanations were not accepted. She was left stranded, and the $1,800 ticket became void without undergoing exit inspection. We reached out to AM's customer support, attaching images of the visa page with explanations and authentication emails from the Japanese Embassy, demanding a response for the unwarranted denial of ticket issuance
  Consistent responses from AM stated that the airline staff merely verify details, and the final decision lies with the immigration authorities. The airline claimed that they hold no responsibility for the decisions of the immigration department and consequently provide no guarantees.
  
  They said the AMstaff's refusal to issue the ticket was based on the decision of the authorities. I demanded specific information on which department of the authorities they communicated with, what information was exchanged, and the exact reason for the denial of ticket issuance.
  In response, the airline clarified that the ticket history stated the boarding denial was due to immigration issues. But, no specific explanation was provided for that important matter.