Reviews

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

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Aeromexico has 8 locations, listed below.

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  Aeromexico

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

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  Aero Mexico

  5175 E Clinton Way Fresno, CA 93727-2086

• 

  AeroMexico

  233 S. International Pkwy Terminal D Dallas, TX 75261

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  Aeromexico

  PO Box 282219 San Francisco, CA 94128-2219

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  Aeromexico

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

Review Details

• Review fromAlicia H.

  Date: 01/25/2023

  1 star
  I bought a ticket six months ago they charged me for the flight twice and I have been trying to get my refund and it has been six months and they still have not given me anything. I have send them all my bank statements showing they have not credited my account and not even with that they keep coming with excuses that this all takes time. I understand that it takes time, but six months I think after all that time they should be doing something more.

• Review fromLeslie O

  Date: 12/30/2022

  1 star

  Leslie O

  Date: 12/30/2022

  They keep changing my flight. They said that we were going to board at 5:35pm from Mexico and then they tell me that I’m going to board at 8:45pm. Aeromexico needs to accommodate us customers. I will definitely remember this next time I fly.

  Aeromexico

  Date: 01/02/2023

  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 fromBetty C

  Date: 12/30/2022

  1 star
  Every one star review on this site is correct. If only I could give negative stars. I purchased an Aeromexico flight from SJO to JFK via Expedia. The airline (not me, the passenger) changed my flight that logistically was unfeasible, and wasn't offering ANY OTHER flight schedules. Not only did they refuse to refund me my flight, they could only issue a travel voucher to only be used on their airline, to only be used for travel from the same destination city to the same arrival city. This policy is not only absurd, inflexible and unrealistically rigid, but it is clearly designed to force passengers to surrender their money, to frustrate us and create anxiety. It should be noted that my first leg of this flight to SJO with Jetblue, that had also been changed unexpectedly by the airline, was refunded IMMEDIATELY, no questions asked. Aeromexico's policy is so clearly designed to only help the airline keep my money - it's essentially THEFT.

• Review fromBenedict D

  Date: 12/26/2022

  1 star

  Benedict D

  Date: 12/26/2022

  AeroMexico Airlines refused to compensate adequately for a round-trip flight from Seoul, South Korea to San Jose, Costa Rica that I purchased on February 23, 2020, for a flight departing on May 25, 2020, that I cancelled on March 25, 2020, due to the Covid-19 pandemic.
  I am a US citizen living and working in South Korea, and I used a US credit card to purchase and cancel the ticket through Expedia.com as part of a travel package that included Wyndham hotel reservations, the site of a ***** conference scheduled for late May 2020. The Wyndham hotel reimbursed me the hotel reservation charge. AeroMexico only offered a voucher that had to be used for a flight before February 23, 2021: the purchased ticket cost $965.96.
  Only on July 14, 2021, was I able to schedule a reservation to receive my first dose of the Moderna Covid-19 vaccine here in South Korea on August 2, 2021. After confirmation by the conference organizers of the virtual conference on May 28-28, 2021, that the May 26-29, 2020 conference has been rescheduled for an in-person format on May 24-27, 2022, I returned to the Expedia site to see that the voucher use deadline had been moved to April 30, 2021, for a flight before November 30, 2021.
  The credit card disputes section informed me that I must contact the vendor to seek an extension of the deadline so that I can use the voucher for roundtrip flight from Seoul, South Korea to San Jose, Costa Rica for the late May 24-27, 2022, conference. In July 2021 I twice attempted to contact AeroMexico offices, but no human agent will answer phone or social media chat communication attempts. On July 21, 2020, I called ******* and was placed on hold with a voice message that the wait time would be approximately 2 hours. I waited, on hold, for 3 hours and 11 minutes when someone picked up the call, said they could not hear me and ended the call.
  I request that AeroMexico Airlines change its business practices.

  Aeromexico

  Date: 12/27/2022

  Dear Mr. ***********,
  Thank you for contacting Aeromexico Customer Relations through the Better Business Bureau.
  We want to inform you that we had issued a flexibility policy that allowed passengers to change their travel dates, however, it has now expired. It was valid from March 1, 2020 to April 30, 2021.
  The information is still available for review in our website through the following link: https://www.aeromexico.com/en-us/march-travel-waiver
  Due to the fact that your ticket was not exchanged within the timeframe given to do so, it has unfortunately expired. No further changes are allowed.
  We appreciate your kind understanding during this unprecedented time. We sincerely hope that you and your family stay safe.
  Cordially,
  Aeromexico Customer Relations

• Review fromElva A.

  Date: 12/14/2022

  1 star

  Elva A.

  Date: 12/14/2022

  I purchase tickets to travel to a destination wedding in OXACA MEXICO my nephew was getting married and wanted to be present for his wedding his father who is my brother got sick and was on life support the wedding was cancelled because of it, my nephew advise us about the wedding cancellation two weeks before the wedding, I talked to my travel agent because I purchase the tickets thru her and he e-mail AEROMEXICO AIRLINE right away they requested a letter from the hospital which it was provided according to my agent there will no problem since we provide the paper work that was needed. it has been more then two months and according to AEROMEXICO AIRLINES I am not getting a refund nor a credit, because the tickets were nonrefundable, according to my travel agent the person she talk to on the phone told her not to worry, that if I did not get a refund I would get a credit the case was on file already and it should be no problem. I hope someone can help me with this situation, is a lot money for me to loose since I am a retired person and cannot effort to loose that much money.
  respectfully,
  
  Elva Angel

  Aeromexico

  Date: 12/19/2022

  Dear Ms. *****,
  Thank you for contacting Aeromexico Customer Relations.
  Regarding your inquiry, we want to inform you that the airfare acquired is classic and allows changes at least 3 hours prior flight's departure but the refund is not permitted.
  Please note that unless you buy flexible fares, the tickets are cancelled if the flight is missed and no further changes are allowed. Due to this, unfortunately your request could not be authorized.
  We hope that you and your family stay safe.
  Cordially,
  Aeromexico Customer Relations

  Elva A.

  Date: 12/20/2022

  I am not asking for a refund. I’m simply asking for a credit. I reached out to my travel agent on Sep. 24 and she contacted customer support at AeroMexico, a case was created, and she was reassured that we would be able to get a credit. Since then, AeroMexico has simply refused to do anything.
  
  Once again, I’m not asking for a refund, I simply want a credit, so that we can attend the wedding, which was re-scheduled for May 2023. I would hope that you would be able to understand given the circumstances, and the fact that we and our travel agent contacted AreoMexico well ahead of the scheduled flight, and we have been providing all the necessary documentation, that you would reconsider your position.

• Review fromWALTER s

  Date: 12/13/2022

  1 star

  WALTER s

  Date: 12/13/2022

  Really bad customer experience I had a flight to take with Aeromexico and the airport told me false information where I was supposed to go and I spend a lot of time trying to look for the the terminal and I was an hour early for check in and they didn't want to take me in so I have to spend $800 for another ticket and I explained everything they did not listen to me so I call customer service on the phone and every time I explained they hung up on me I have never been treated like this in my life and they lost my luggage and I had to pay another $400 just to get my luggage back this is outrageous I'm extremely mad with this Airline and I have a flight the take December 13th and I want to change the date and they refused to help me I call and they keep hanging up on me When they lost my luggage I was supposed to fight back 3rd of December but I had to buy another ticket to come back the 10th and that is why I'm trying to change my ticket from the 13th to another date because they didn't give me my luggage and I had a state 7 extra days just awake .
  

  Aeromexico

  Date: 12/14/2022

  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 fromRoberto B

  Date: 12/09/2022

  1 star

  Roberto B

  Date: 12/09/2022

  I purchased a ticket for a girlfriend and unfortunately she could not fly due to a medical emergency. Furthermore , our relationship soured and I do not wish for her to use the voucher. It should be in my name since I purchased it with my money. It is a legal issue, since I am the “creditor” of the obligation and if entitled to any reimbursement or refund (which we have already established) it should be under my name, whatever form it takes. I verified this with my attorney. Instead of canceling the voucher and re-issuing a new one to my name, which would take a minute, Aeromexico has consistently denied my request, slammed the door in my face, given me the runaround, whatever you want to call it. It's a $1200 voucher and there is NO reason why it cannot be re-issued : no reservations were ever made with it.
  I have filed a complaint with BBB, will seek assistance from my attorney and will contact my financial institution about this. Appalling, non-sensical behavior from the airline.

  Aeromexico

  Date: 12/12/2022

  Mr. **********  Regarding your case, we have verified that Mr. Fabricio ****** contacted you last December 9 and assisted you with the exception you requested. We hope that you can modify your review.
  Cordially,
  Aeromexico Customer Relations

• Review fromJose B

  Date: 12/03/2022

  1 star

  Jose B

  Date: 12/03/2022

  Extremely bad customer service and communication. My flight was scheduled to take off at 8:55pm and at 9:10pm they announced that the flight was delayed for an hour because they were waiting for the flight crew. An hour later they said that they were still waiting for 2 crew members, they boarded another flight before our flight and no information about our flight, going on 2 hours Daley waiting for the other flight to board and not even the decency to informed us or give us an update. If any passenger is not at the airport at least 2 hours before the flight they will lose their flight and have to purchase a whole new ticket so I think that is only fair that the airline should have to reimburse all the passengers for the flight. I will be posting this on all platforms to make sure it’s heard and hope Aeromexico does something about it.

  Aeromexico

  Date: 12/06/2022

  Dear customer,
  
  We are sorry to know about this experience. Please give us the opportunity to review the situation in the case you created directly with us. One of our agents will contact you soon.
  
  
  Cordially,
  
  Aeromexico Customer Relations
  

• Review fromAlejandra A

  Date: 11/25/2022

  1 star

  Alejandra A

  Date: 11/25/2022

  I will never buy tickets from Aeromexico ever again. Purchased Aeromexico tickets through expedia in oct 2020 . Decided to cancel my flight and they gave me the option of keeping a voucher credit to use within the year. Before the year completed I decided to call the airline and just completely cancel and recieve a full refund , no credit wanted . During this time the airline was promising giving refunds back due to the COVID-19 situations.When I spoke with an aeromexico customer service person in 2021 they said I would have to wait another year on top of that if I wanted my full refund and that would’ve been given Oct 2022. It is now end of November 2022 and have been calling the airline constantly after Oct 1 , 2022 and having to repeat my self about my situation and they tell me my tickets are no longer in their system . I don’t understand how my tickets are no longer in their system if they made me wait this long for my refund ! Called again in hopes of someone to help me and they tell me I made a contract with expedia that I need to contact expedia because they took my money , which does not make sense because my e-mails that I have recieved regarding my refund were from Aeromexico. Anyways followed orders and called expedia gave them all information needed , itinerary # ticket # etc , they told me to contact Aeromexico because they took the money not expedia . So they really just had me calling back and forth and both said they dont have my money . One last time I called again and spoke with an aeromexico customer service person told him I had an e-mail from Aeromexico that says I will be getting my refund Oct 2022 but he told me he couldn’t do anything to help me . He told me to reach out to amcustomersupport email and I have plenty of times but of course have not heard back at all and time is just ticking even more and making it worse for my case, very frustrating!

  Aeromexico

  Date: 11/28/2022

  Dear Ms. *****,
  Thank you for contacting Aeromexico Customer Relations through the Better Business Bureau.
  Regarding your case, we want to inform you that to request the refund or for any further inquiry you have to contact the same travel agency you used for the original purchase due to the fact that third party vendors are the mediators responsible of third party contracts acquired through them.
  Please note that airlines cannot directly refund tickets sold by travel agencies, nonetheless, agencies have all the necessary information to assist our mutual customers through their system just like they sell tickets, including refund requests. It is not necessary to contact the carrier to ask for an authorization.
  We hope that you and your family stay safe.
  Cordially,
  Aeromexico Customer Relations

• Review fromFrances A

  Date: 11/19/2022

  1 star
  We reserved a flight in September 2022 to travel in December of this same year. Everything went great, we got our confirmation and flight information. However, later on I wanted to upgrade some changes to our flight but wasn’t able to because our reservation did not exist.
  
  I called numerous times and they did not want to help. All they said was that they didn’t have a reservation and there was no indication that we made it or paid for it. I looked at my bank statement and the transaction was made.
  
  Aeroméxico took our money the same day we purchased and now they say we never did. However, our bank statement shows proof that they took our money and did not reserve our tickets. We even have confirmation emails. But they refuse to help since the information does not exist.
  
  Do not fly with Aeroméxico.