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Airlines
AeromexicoHeadquarters
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Reviews
This profile includes reviews for Aeromexico's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1/5 stars
Average of 50 Customer Reviews
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Review fromTracy P
Date: 11/06/2022
1 starTracy P
Date: 11/06/2022
I will never fly with this airline again. I paid for an upgrade to 1st class on 2 different legs of my round trip flight. I received an email this morning notifying me that my flight to come home was moved up a day, to an evening flight, that would result in a 12 hour layover in Mexico City. I have 2 small children and staying at the airport would be very difficult, getting a hotel would be costly and difficult. I'm on vacation and certainly don't want to leave one day early from my vacation to sleep somewhere else- especially in an airport. In any case, thank God I paid for refundable tickets- I got refunded for the trip (even though it will take 6-8 WEEKS to receive said refund); however, I am having a tough time getting refunded for the upgrades I paid for as well as the luggage on the return trip. Spent 2 hours on the phone cancelling and rebooking. If I were charging my hourly rate the airline would owe me money.
Now I am out $700+ with only an email address to contact about this issue. Terrible customer experience.
I have no idea how an airline is still in business that operates this way. Stay away from Aeromexico.Aeromexico
Date: 11/08/2022
Dear Ms. ********,
Thank you for contacting Aeromexico Customer Relations through the Better Business Bureau.
Regarding your case, we want to confirm that the full refund of the additional services has been processed and it should be reflected to the original forms of payment in approximately 30 business days.
We hope that you and your family stay safe.
Cordially,
Aeromexico Customer RelationsReview fromJeremy S
Date: 10/23/2022
1 starJeremy S
Date: 10/23/2022
Stay far far away. I paid for an upgraded seat on the App. only to be told at the airport they could not honor it, BUT in order for me to get the refund, I had to send an email- it could not be done at the airport. (already red flag and feels like a scam) -Of course once I sent the email (there is NO one that can help you over the phone) I was told to provide an exhaustive list of documentation to prove my case - which I did - from receipts to boarding passes to travel itinerary. But even after all that, they ascertain they Amex would not accept the credit i was owed. (AMEX claims they were NEVER approached about this). SO I then provided them another credit card to credit - to which they then sent a FORM that I had to sign that says I was not able to provide a photo of my credit card (I DID) and therefor they may not be able to help me and I should hold them harmless. What in the actual hell is going on at this airline? My flight was in July, it is not end of October and 50 some odd email exchanges later - I still dont have my refund and I still havent been able to talk to anyone who can help. STAY. FAR. AWAY. its mind bending that this airline is still around and teamed up with high quality airlines like ***** as part of *******. Ill be writing them as wellAeromexico
Date: 10/25/2022
Dear customer,
We are sorry to learn about the inconvenienced you had to obtain the refund you requested.
We have confirmed that the refund has been already processed and the notification was sent to you by the agent that has been assisting you. The evidence in included in the email
We want to thank you for bringing this matter to our attention and hope that this experience does not prevent us from being of your preference in your future travel plans.
Cordially,
Aeromexico Customer RelationsReview fromBlanca A
Date: 10/20/2022
1 starBlanca A
Date: 10/20/2022
If I could give this company 0 stars I would. I needed to cancel a flight due to unexpected change in plans for at least a credit for future travel as many other airlines do but not here. They want to keep the money and leave their customers high and dry. For any airline not to offer this option in this economy should really raise red flags to the consumer about purchasing with this airline. When you attempt to make changes online it doesn't always work so you are forced to call and pay the service fee because of this technical issue online.Aeromexico
Date: 10/21/2022
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 RelationsReview fromCharles M.
Date: 10/12/2022
1 starCharles M.
Date: 10/12/2022
Stay away from this airline. I was recently affected by Hurricane Ian and I had to change some flights to make it to my best friends wedding in Cabos. The customer service was horrible and lead me to fly back to Orlando and drive to Miami to pick up my vehicle. Checking in for the flight, I was charged twice due to the customer service rep not speaking or understanding proper English. The actual flight back home was horrible as well. The planes brakes were so bad the plane had to turn extremely fast. The connecting flight pilot landed so hard the entire plane was complaining. I will never fly with this airline again.Aeromexico
Date: 10/19/2022
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 RelationsReview fromGregory A.
Date: 10/06/2022
1 starGregory A.
Date: 10/06/2022
CAUTION: DO NOT FLY WITH AEROMEXICO!!! I purchased two tickets on 11/18/2020 from them to fly to Mexico City and then to Madrid, Spain from Tijuana International on 7/4/2021 and return from Barcelona, Spain to Tijuana international on 7/19/2021. On 5/1/2021 I received and email form Aeromexico cancelling my flight to Mexico City due to changes in operations (presumably COVID). Since COVID was an issue everywhere at that time, I immediately cancelled the entire itinerary through their Customer Support site. At that time, Customer Support said to wait 1 year to claim my refund due to their backlog on COVID cancellations. Since May of 2022, I have contacted Customer Support numerous times for a refund on both tickets. On July 15, 2022 they issued a refund for one ticket. To this day, I am still haggling for the refund of the second ticket. The two tickets were purchased at the same time for my wife and I, and it appears Aeromexico thinks one refund will satisfy me. This is truly the worst customer service (if you want to call it that) I have ever experienced! NEVER AGAIN will I ever do business with this airlines again. You have been warned. DON'T USE THIS AIRLINE!Aeromexico
Date: 10/07/2022
Dear Mr. **********,
We are sorry to know about the delay of your refund.
We have verified that our staff is actively working in your case ********: They refund reference request has been escalated in order to send it to you as soon as possible.
Once again, we offer you an apology for the delay. The information will be sent to you as soon as we receive it. We appreciate your kind understanding.
Cordially,
Aeromexico Customer RelationsReview fromTeri S
Date: 10/03/2022
1 starTeri S
Date: 10/03/2022
I agree with the majority of the reviews on this page. AeroMexico has the absolute WORST customer service of any business I have ever dealt with. I will never again book a flight with this airlines! They are liars and the policies around refunds seem criminal to me. I was told to rebook a flight that had changed - by an agent who said my Credit Card would be refunded - and I even received a copy of a TICKET REFUNDED itinerary and it is over 2 months since that exchange, and still AeroMexico has NOT refunded my credit card - to the tune of over $2,500!! The total cost is not being refunded - just the fare. I've filed a complaint with my credit card company and they tell me that AeroMexico says they are not going to refund my cc and yet, I have a written document stating "TICKET REFUNDED". The email address they refer you to write to is a black hole. I have written to that email address more than 3 times and have still NEVER received a reply. You have to wonder how this company can still exist with all of the horrible business practices. If you are reading this with a consideration to book with AeroMexico - I warn you that you should find any possible alternative airlines as this one should be out of business due to the lack of customer service they provide. They only want your money - and then you are on your own to figure things out! HORIBBLE experience!Aeromexico
Date: 10/04/2022
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 RelationsReview fromRobert T.
Date: 10/02/2022
1 starRobert T.
Date: 10/02/2022
They dramatically changed their original confirmed schedule to a new schedule which will cause us waiting THEIR same AEROMEXICO connection flight to SCL in MEX for almost ELEVEN HOURS. That is outrageous!
They totally ignored our requests either find new acceptable flights or refund after phone call and email.
How horrible AEROMEXICO!Aeromexico
Date: 10/03/2022
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 RelationsReview fromAlex V
Date: 09/09/2022
1 starAlex V
Date: 09/09/2022
This is the WORST customer service I have ever dealt with. My grandmother was supposed to fly back home form Chicago to Mexico City today and we arrived at the airport with enough time to get checked in. We waited in line while the person in front of us was being assisted and noticed two women employees (2 elderly ladies) which had noticed us but we're too busy gossiping to help us. Once they finally decided to help, they told us the gates were closed and we were not able to check-in (with an hour still remaining before departure). We asked them to help us change the flight so we could get my grandmother back home the same day or the following available date. They were very unprofessional and said they would not help us and referred us to call customer service. Once we called, the customer service representative’s supervisor refused to help us and referred us to send a damn email that would take them 5-10 business days to respond. At this point it seems like Aeromexico is only out to take the customer's money, not willing to provide solutions, and never owning up to their mistakes. This will be the last time I ever book a flight with them.Aeromexico
Date: 09/12/2022
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 RelationsReview fromMaggie C.
Date: 08/23/2022
1 starMaggie C.
Date: 08/23/2022
The worst costumer service is Aeroméxico airlines they never recognized their mistakes , they don’t help to resolved your problems they just want your money and that’s it super sad situationAeromexico
Date: 08/24/2022
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 RelationsMaggie C.
Date: 09/16/2022
I did several times nobody help me , they close my case and I promise I am right I am not a problematic person but when I have to fight is for a reason , whst happen with my clients is serious and Aeroméxico doesn’t want to take responsibilityReview fromIngrid C.
Date: 07/18/2022
1 starMy mother, sister, niece and I purchased our airline tickets through the website about a 2 months before our trip (MCO to MEX) Roundtrip. The way there was first class, which was not worth it since the service and the entertainment service were not working. The staff only came twice during a 2:40 minute long flight. Glad that we paid for AM plus for the return. Everything was running smoothly during check in and in the counter. I do have to say that the service on both airports for check in at the counter the service was superb! Friendly and knowledgeable staff with excellent customer service skills. We go to check in and we get our boarding passes and everything seemed perfectly fine until it’s time for boarding. We are a family of 4 including my mother on a Wheelchair. My mother, my niece snd myself go through and as my sister was going through, the gentleman asks her ti hold on goes to the counter and comes back with a new boarding pass, no questions asked, and no explanation. My sister is concerned because as she sees the new boarding pass she realized he switched her seat. She asks a gentleman and he claims that they switch seats to Kira families together. Which is normal in other airlines.. except they ask before the switch as a courtesy, the passenger is the one paying for the service, in addition not with someone that has an upgrade.. for leg room and a window and that is traveling with 3 family members. Aeromexico didn't take responsibility for the wild decision. The entire ordeal was done for a couple that had a dog, that did not have tickets fitting together, and apparently were extremely upset at the airline because they had them going around in circles for hours. Do at this point I’m sitting with my sister., who suffers from a heart condition in the seats that we purchased originally. Then the stewardess tells my sister she has to move . My sister once again asked what is the reason for them to move her from her paid window seat …..to be continued
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