Aeromexico

First of all Aeromexico personnel is rude. They make no effort in trying to help out and they are a rip off! never again flying with Aeromexico! The worst!!!

Traveled from Chicago OHare to Mexico City. First time to Mexico. Was told to fill out Immigration form by other passengers at gate. Arrived Mex. City transferred to Puerto Vallarta where I was asked for my immigration form. Handed it to gate agent (looked like some high school kid ) and was given the bottom half. Not one word about making sure to keep this form with me and that it is required to leave the country! After stay, left P.V. and arrived in Mex. City. When they announced for boarding ( which is very hard to understand because the announcement is broadcast throughout the terminal with others) I got in line. It is also very hard to understand when they speak in English because of it being loud, heavily accented and FAST!! I did not have my immigration form. I had misplaced it. Frantic, I asked them for help. They said you have to go to immigration office and get another. I had fifteen minutes!! They could not even tell me how to get to the office other than go straight and turn right!l I ran fast and when I finally found the office they were very rude. They were not in any rush to help me even though I explained my wife was waiting at the gate and they were boarding. Had to fill out form again, and two others. They then made me go through there security scanner also. Ran back and was told at the gate that I was too late. I was four minutes from the flight time. IN the meantime my wife had found my form and showed them. They did nothing to alert the flight attendants or pilot. Told my wife that my luggage was removed from the plane. (How they did this in such a short period of time is hard for me to believe). When I got back a pleaded with them to let me on they refused, the supervisor was of NO help at all! The plane was still at the gate for another twelve minutes. I was told I had to buy another seat on next flight. When they checked, they said it was sold out except for two seats in Business Class. I had to purchase them. My upgrade and fine from Immigration amounted to $14,000.00 extra. Had to wait Six hours for that flight. The attendant at that gate was a very nice man who EXPLAINED in very slow and clear english what forms were needed. He held them up and showed the people in the gate area before they started boarding. If this had been done for us, I'm sure we would have found my misplace form and gotten on our flight. I am very discussed with AeroMexico. I feel they had me over a barrel and knew I had to buy another ticket from them. With four seats in business class, I feel they could have allowed us to sit there as long as I was not keeping a fare paying person from those seats. Also, when I checked with the flight attendant during the flight, he told me there were two seats open in coach!!!

There were so many problems, it's hard to list. But I can pick the one that meant the most to me - they killed my pet. Not through mere indifference, but by actually refusing requests to water the animal. Which brings me to my second point - the customer service. Uniformly terrible at every contact, whether in English or Spanish. Their only concern seemed to be to \"prove\" to me that the problem was mine, not theirs.

I purchased a flight from AeroMexico that was to take me from Miami, FL to San Jose Del Cabo, Mexico and that flight had a plan change in Mexico City. I received an e-mail that the 2nd leg of my trip has had a schedule change. My connecting flight was moved up in time and was now to depart 5 minutes BEFORE I landed from the 1st flight. So I called the AeroMexico number on the e-mail to talk to them about this issue. The only thing they could do was to put me on the first flight out the next day (in Mexico City), but they would not help with the cost of a hotel stay for me. Then I asked for a full refund since I obviously can't fly with the itinerary I purchased (because as I explained to the person on the phone, you obviously cannot get on a plane when you're still on the other one that hasn't even landed yet!) and they said that they can't give me a refund because the flight was only moved up by 1 hour and 45 minutes and they only give refunds if it was changed by 2 hours! So after trying to resolve this issue for quite some time, I asked to speak with a supervisor and there is NO supervisor there! Apparently, none of the supervisors have made it into the office yet! So, I asked for anyone who would be considered "in charge" and there is no one. I asked him, "if you had to leave work right now, who would you speak with?" He said "no one I guess". I said that I couldn't believe an airline has an itinerary that they sold to a someone with a connecting flight and made the connecting flight leave before the first flight even arrives and there's nothing that can be done about it??? And there is absolutely no boss at work today? Then I asked when a supervisor might decide to come into work and he said that he doesn't know,...maybe in 30 minutes? I asked for a name and he said that he wasn't sure who was coming in today. He said that he will transfer me to customer service. I asked him what customer service can do for me and he said that I can make a complaint to them and they might be able to compensate me. So then I spoke with someone within that department and went through the same discussions over & over again. Then he place me on hold for the 9th time and another person answered within another department and the once again explained what was going on, and he said the same things. I couldn’t get a refund and the only solution was for me to stay overnight on my own dime. The 3rd person I spoke with finally said that he would submit a form to the refund dept. requesting that I get my money back. It would take 6 weeks to get an answer!! I'm at my wits end! I can't believe that these guys are still in business after treating customers this way!

I arrived from Europe in British Airways on time and was a good experience then we took a flight from Mexico City to PV living on time at 9.30 pm Flight #192 AEROMEXICO and about 15 minutes of landing the crew and captain told us that we cannot land in Puerto Vallarta due the weather conditions (Understandable) and we will have to go to Guadalajara. Then now we are in Guadalajara waiting inside the plane with no news from the crew for over an hour, then after 1 hour they told us that if anybody from the plane will want to get off in Guadalajara it's OK with them but we will have to cover our Hotel and food expenses, or otherwise we will go back to Mexico City and Aero Mexico will provide the Hotel and 1 meal as other airlines do. We all agree to come back to Mexico City (About 40 people) and after 1 more hour the captain decided to go back to Mexico city. So we are now arriving in Mexico at 1:45 AM and my first thing to ask to the Aero Mexico airport staff as I got off the plane, was: Where is the Hotel that you are going to provide us and they said I am sorry we don't know anything about Hotel or meal, so I gather some of the people traveling with me and we all went with the only 2 staff members of Aero Mexico to let them know why we decide to come back to Mexico city after 4 hours and not got off in GDL.

They politely said that, that is not their responsibility and will not provide us with Hotel or meal. So now we are all the plane travelers gather in the gate from where we came out waiting for the Captain and crew to ask them why he said that and his first response was I did not said that and laugh, so at this point some of the Travelers were getting really up sad and the captain called the Police on us.

We all decided to come down and focus on getting another flight from Aero Mexico for the day after, which took them over an hour to give us all the new boarding passes.

AEROMEXICO Luggage and Customer Service Sucks !

We travel from Mexico to Cdad Juarez and they just open the luggage and break them, including the TSA Locks

We called Customer Service and they just say that this was a minor damage for them, even when now we can't lock the luggage in the future. That doesn't make this problem a major damage?

I strontgly recommend to take care with this Airline !!!!

Never fly Aeromexico!'''' .I used this airline to travel from Leon Gto to Chicago IL. We had a connecting flight in Mexico city. The entire experience was dreadful with the worst customer service that I have ever experienced on an airline and to top it all off someone went into my luggage and STOLE articles of clothing, jewelry, shoes and souvenirs. I travel quite often to places all over the world and this was by far the worse experience.

When I contacted the airline to report the THEFT the customer service agent hung up on me and when I continued calling they told me there was nothing they could do and these things happen all the time. The key words here are THESE THINGS HAPPEN ALL THE TIME, so clearly not of the airlines concern.

It ' s not worth it, find another airline.

I flew AeroMexico to Santiago two years ago. I called and checked and they had FF space on the flight I want this year. AFTER I transferred miles from American Express Rewards, they informed me there was a $502 charge for each ticket due to "fuel charges.' This is 2009 when petrol has fallen 66%. I can't transfer the miles out of AeroMexico so I am using them but this will be my last flight with them.

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.