Aeromexico Review

Overall Rating

My previous experience is that Aeromexico flights are on time and the service is generally not bad, even if not stellar either. Although my experience with Aeromexico has been ok in the past, a recent experience has left me greatly disappointed in their operation and not too thrilled with the proposition of ever using them again.
In August of this year, I was scheduled to fly out of Atlanta and into Mexico City on Aeromexico. First off, the flight left over an hour late. This can happen to any airline, so not a huge problem. The problems began with the service during the flight. The attendants (with the exception of one) were rude and curt. At one point, when I had a question about the connecting flight arrangements, the attendant I asked told me to go to the back of the plan and ask another attendant since she didn't know. When I did, the attendant in the aisle rudely asked me what I was doing standing up and that I needed to go sit back down NOW because of turbulence that was coming up (no announcement was made). I replied that I would but that the only reason I got up was because the other attendant told me to. Her reply - "I don't care what she said. I'm telling you to go sit down." This is only one example.

Once I got to Mexico City, nobody from Aeromexico seemed to know where my luggage might be. The counter told me to go to baggage claim. I waited and my luggage did not show up. I finally asked one of the luggage guys and he told me to go to the unclaimed baggage area. When I went there, yet another person told me to go to the baggage desk. The people at the baggage desk told me that my luggage might have been put on the flight I was supposed to be on (which was impossible since it left before our plane touched the ground) or that it might be on the plane I was getting on. They weren't sure. I finally made it to my destination after Mexico City. When I arrived, my luggage did not come out at the baggage claim area. After about 20 minutes of asking and searching, I was told it might be in another area. Finally, that is where we found it.
When I got my luggage, the top was ripped open and some of the contents were already on the ground. Once I got home and opened the bag, I was able to assess how many items were actually missing, since I make a packing list every time I fly.
I contacted Aeromexico on 8/22 with my report about the above problems. I got a response that said a representative of Aeromexico in the US would contact me promptly to work things out. No other response. I contacted them again on 9/2 and received the same response, but with the additional instruction from A.M in Mexico to A.M. in the US telling them to respond with priority. Still no response from the US side. I contacted them again on 9/16 and 9/22. Same thing. Finally, I contacted the Department of Transportation's Customer Protection Division. I realize they won't intervene, but at least they will have some data and can use it to push for some general action on the part of the airline. Maybe.
Finally, I contacted them on 9/25 and tried by phone as well. Thus far, not a single person from Aeromexico has given me anything but runaround. If this is their process of dealing with customer issues, I'll be happy to use another airline from now on. Disappointing customer service and claim resolution.