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 Airlines

  3707 N Harbor Dr #227 San Diego, CA 92101-1080

• 

  Aeromexico

  2 Alhambra Plz STE 102 Coral Gables, FL 33134-5214

• 

  Aeromexico

  PO Box 282219 San Francisco, CA 94128-2219

• 

  Aeromexico

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

Review Details

• Review fromAnnette B

  Date: 07/18/2023

  1 star
  Due to Aeromexico having a full flight...I was told that I needed to check in my carry-on (or my fathers). I did not agree to do so. Agent then told me if I did not do so I would have to wheel in my 87 year old father myself. Because I could not manage 2 pieces of carry on luggage and wheel my father to board the plane; I had him walk himself to board the flight. Meanwhile other seniors were wheeled in with their carry-on.

• Review fromCristina A

  Date: 07/12/2023

  1 star
  I spent almost $600 to send my kids back home to the United States after being in Puerto Vallarta. The Airport canceled the tickets but said that I was entitled to a full refund and that I had to call Delta well so then I did. Delta filed a refund request. Finally I got a response from Delta and they emailed me back saying that Aeromexico was the one who collected the payment so they are the ones to issue the refund. Just yesterday Aeromexico sent me an email saying that they were only going to refund $152.52 USD per passenger, which were 2 tickets so a total of $305.04 but in Mexican currency, in pesos. I'm pissed because I did nothing wrong. Airport had to cancel the tickets. Almost $300 difference. Not ok. I will never purchase flights with Delta or Aeromexico airlines again and will tell my story to everyone I know because they are just scammers, fraudsters.

• Review fromVALERIYA M.

  Date: 06/23/2023

  1 star
  Tickets from AEROMEXICO was purchased first of $1031.53 for my niece ********* *******. After I changed this tickets for other day and they over charged me for an amount $2611.70, so total amount is to high 3643.23.
  She started her trip from Ukraine to Czech Republic through Slovakia by bus. When she tried to checking online she could not do because it says tickets problem.
  So, poor girl who was not easy journey she needed to return back to Ukraine as she understood that airlines doesn’t let her to travel.
  I have contacted Aeromexico during one year. I always was told that refund is pending. I continue to wait and the same time to contact them.
  I have received from Alvaro ****** ****** *******, Aeromexico this email:
  " Dear, Mrs. *******:
  I appreciate the information provided in regales of your case, ********.
  Based on the information collected, your ticket has been refunded. I confirm you, there is already a clarification with the banking institution of an unrecognized charge, as a result, the reimbursement of the ticket, this processed on July 8, 2022.
  Any clarification, please proceed to validate that the charge is found with your bank institution. Without further information for the moment, I wish you a wonderful day.
  Cordially,
  Alvaro ****** ****** ******* Customer Care Representative"
  I have contacted ******** the bank which I used for buying tickets from Aeromexico. They send me response about their investigation:
  "The merchant Aeromexico said:" that you had exchanged the ticket for a future voucher through October 22, 2022. As a result of the merchant's response the transaction was rebilled to the account"
  I have never been told that I can exchange the tickets, I definitely could use that option. I haver received from them refund.
  My conclusion that Aeromexico lies and stole my money or somebody used my money and nobody give me truth information.
  I'm waiting response.

• Review fromJohn S

  Date: 06/19/2023

  1 star
  Not only were we 40 minutes late but also treated differently than other folks in business class. This was our first time flying in the front of the plane, and we were really excited. All of that was ruined single handedly by the only male flight attendant. Not only was he shooting us dirty looks any chance he got and was generally a bit hostile but on the way out he muttered under his breath but still audible: pendeja. We were polite and minding our own business, and I really don't understand why he felt the need to go out of his way and be rude and nasty. I don't want anyone else to have this experience. As an interracial and relatively young couple, there could be many reasons why this man decided to take out his hostility on us, but that doesn't excuse his poor and unprofessional behavior. I hope moving forward you hire professional, mature, and decent human beings to represent your airline and hold your employees accountable for their poor choices. We won't be giving this airline our business ever again, and I hope people who identity and read this will think twice before choosing what was deemed as "the spirit airlines of Mexico."

• Review fromAnisa G

  Date: 06/09/2023

  1 star
  The best way to describe Aeromexico Airlines are as THIEVES. I was on a family vacation from Juarez to San Luis Potosí. We had to stop at Mexico City on a connecting flight to San Luis. In Mexico City, we had a terrible experience with Aeromexico. They managed to make us late to our plane and make us pay for brand new tickets which totaled to more than $1k.
  
  We arrived early at our gate checked in with the staff and we were told that our flight was delayed because the captain on the plane was late.
  We asked if it was okay to get something to snacks or use the bathroom, they told us yes. So we left and rushed, we immediately were directed to the pathway (which is barricaded with glass walls) where people got off the plane but we told them we wanted to go on the other side to get food. They told us that we would have to go all the way around to get food. We were told our plane was boarding, this was 10-15 timeframe from when we left. So were trying to go back to the plane. They still proceeded to tell us that we have to go all the way around since their staff directed us to that pathway. The people boarding
  our plane even told them that we have to walk all the way around even though they knew that our family was boarding the plane. So my sister and husband and two daughters under three (3) with our luggage had to run all the way around from starting point to go on our connecting flight. My mother had our diaper bag on the plane. They still us that we could catch the 1 PM flight and we wouldn’t have to pay for our tickets. We went to Aeromexico Customer Service and the lady said that we are not able to transfer our tickets and that we have to buy new ones. They even treated our checked in luggage poorly. They managed to mess up TWO fully functional luggages both of which are going in the trash now. Terrible experience, no accommodation at all, would NOT recommend Aeromexico.

• Review fromAnna M

  Date: 05/30/2023

  1 star
  We purchased round trip class comfort + tickets from LAX to Huatulco Santa Maria for a vacation. There were no direct flights so we had an overlay in Mexico City.
  We purchased the tickets in Feb for May trip. Between Feb and May every other week we would get email from Aeromexico informing us that our flight was either changed or cancelled and we had to call to adjust the trip. This went on until two weeks before our trip. On the last call we had, the only choice we had for the overlay was 2,5 hours which mad us nervous.
  
  The plain from LAX was delayed so we landed in Mexico 40 min late. By the time we ran to the gate to take our next flight to Huatulco, they told us we are late and we cant get into the plain and handed over two tickets for the next flight in 27 hour... Basically they forced us to stay in Mexico 27 hours to take the next available flight. So we lost a night in the Hotel that we already paid for, which was $400, plus $150 for the tour that we booked.
  Coming back the sits for comfort plus class that I reserved was not available. More over there were no more comfort plus sits available so the only choice was to either fly economy or stay in Mexico... When I complained they gave me a number to call to get a refund for the difference between economy and comfort plus which was over $250 per ticket (totaling $500). Finally we got home and I called the customer service for a refund.... They told me that because I accepted the downgrade and used the service to come back home they cant give us any refund.
  
  SO ENYONE OUTHERE EVEN IF YOU ARE DESPERET DO NOT USE THIS AIRLINE AT ANY COST.
  

• Review fromPatricio P

  Date: 03/30/2023

  1 star

  Patricio P

  Date: 03/30/2023

  they canceled my flight 4 hours before take-off. they offered a voucher or a flight the next day. we agreed to the next day flight but when we received the confirmation it was for 2 days after!!! when we pointed that out the call center person put us on hold for a few minutes and then THEY HUNG UP. so now I am stuck with a flight that I cannot take as I needed to be in my destination before that.

  Aeromexico

  Date: 03/31/2023

  Dear customer,
  
  We are sorry to know about this experience. Please give us the opportunity to review your case. We kindly ask you to send an email to the address [email protected] and include:
  
  - Passenger name.
  - Problem description.
  - Aeromexico ticket number(s) (13 digits), booking code and original travel date.
  - Supporting documentation (if applicable).
  
  Once we receive the information we will gladly review your case.
  
  
  Cordially,
  
  Aeromexico Customer Relations
  

• Review fromA.D

  Date: 03/18/2023

  1 star

  A.D

  Date: 03/18/2023

  Am775. We purchased 4 tickets round trip my self, wife and two sons in the amount of $1247 suppose to be 1st class Premiere. What was supposed to be a great time with the family turned in to a disaster. We were deeply disappointed with Aeromexico airlines. I filed a complaint on 3/10/23 (Listen call/ escucha llamada). Due to wrong info, provided from the salesperson, we almost lost our flight. We had to reschedule and pay another a (reimbursement) difference fee of $673.12 in order to continue with our trip. We agreed to continue with our trip since we looked forward throughout the year and rescheduled on Saturday 3/11/23 to departure 1:10 am. Once at the airport 3/11/23 for departure our flight was delayed till the next day 3/12/23 twice due to bad weather in the airport of Tijuana. According to the Info we received the airport of Tijuana does not have a climate control for landing or departures in bad weather in wich we never knew. Aeromexico knowing that they don’t advise costumers or at least give you a discount.
  After we finally arrived our destination on Sunday 3/12/23 3:42 pm we arrived with another surprise that we were missing one of our luggage. We filled a baggage report 3/13/23. According the info we received after filling our report, we were told our luggage was in TJ and was goin to be sent over and sent to our destination the next in which it never happened. We were giving phones #s to contact the but they Never answered or email or us, No messages what so ever. I ended driving back on 3/15/23 to the airport of GDL to check for the lost luggage and spoke with (Oscar ********) 11:23am. After speaking with Oscar he told us, the luggage was nowhere to be found. To make this disaster any longer when we had to return to the US on 3/17/23 we check again before our boarding flight with (Oscar ******) and told us we had to check in TJ airport and file a report. In wich we did but had NO luck it appear to us as a childish game pointing fingers at one another

  Aeromexico

  Date: 03/21/2023

  Dear Mr. ******,
  Thank you for contacting Aeromexico Customer Relations through the Better Business Bureau.
  Regarding your claim, we have verified that our staff is already reviewing your case. Once the investigation has been completed the response will be sent to you. We ask for your kind patience.
  We hope that this experience does not prevent us from being of your preference in your future travel plans.
  Cordially,

• Review fromHolly L

  Date: 02/13/2023

  1 star

  Holly L

  Date: 02/13/2023

  Bad customer service, they over charge and never issue refunds.

  Aeromexico

  Date: 02/14/2023

  Dear Ms. *****,
  Thank you for contacting Aeromexico Customer Relations through the Better Business Bureau.
  Regarding your claim, we have verified that our staff is already reviewing the information you provided and the history of your booking in the case you created directly with us, 03046724. We kindly ask you to wait for the response from our agent.
  We hope that this experience does not prevent us from being of your preference in your future travel plans.
  Cordially,
  Aeromexico Customer Relations

• Review fromElizabeth B

  Date: 01/30/2023

  1 star

  Elizabeth B

  Date: 01/30/2023

  I purchased a flexible Aeromexico ticket from Toronto to Mexico City that included an option to cancel up to 3 hours before the flight. There was a snow storm through the night and 28% of flights were cancelled at Pearson. Coming from a distance, I was not able to make it to the airport for the morning departure and attempted to change the ticket online. The Aeromexico website stalled during this process but somehow I was miraculously prompted with the error message at precisely the cutoff time. I took a screen capture to record the date and time this occurred. I was not able to contact Aeromexico customer support immediately and did so when I had cellular access a couple of hours later. I was quoted an amount for the change that was almost 100% the price of the original ticket. The Aeromexico agent told me it was a "service fee". In follow-up emails to Aeromexico support, I reiterated the situation and provided a copy of the screen shot with error message and timing. Still, there is no resolution. I simply asked for a credit to use for a future flight. Even a refund for the $90 luggage fees would have been helpful. I wish I had discovered Aeromexico's poor rating in advance. I never leave reviews but have to hope it will protect others from the same experience. Integrity matters - too bad Aeromexico has none.

  Aeromexico

  Date: 01/31/2023

  Dear Ms. ********,
  Thank you for contacting Aeromexico Customer Relations.
  Regarding your case, we want to inform you that the airfare you acquired is classic and allows changes at least 3 hours prior flight's departure but the refund or exchange for service voucher is not permitted.
  Please note that unless you buy flexible fares, the ticket is cancelled if the flight is missed and no further changes are allowed. Due to this, unfortunately your request cannot be authorized.
  For any details about the fare family, please visit the following link: https://vuela.aeromexico.com/branded-fares/classic/?_ga=2.203095313.1239677278.1675180978-1876186738.1667943225
  We hope that you and your family stay safe.
  Cordially,
  Aeromexico Customer Relations