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Aeromexico

11,493 reviews
Headquarters: Paseo de la Reforma 445, Col. Cuauhtémoc, Mexico City Mexico 06500
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3.011,493 reviews
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About Aeromexico

Airline Alliance

SkyTeam
Headquarters: Paseo de la Reforma 445, Col. Cuauhtémoc, Mexico City Mexico 06500

Airline Summary

Headquartered in Mexico City, Mexican flag carrier Aeroméxico (AM) flies non-stop to more than 55 destinations in Mexico, elsewhere in North America, Central America, South America, the Caribbean, Europe and Asia. A member of the SkyTeam alliance, the airline is also the largest domestic airline in Mexico. Mexico City International Airport (MEX) serves as Aeroméxico's primary hub. Secondary hubs are located at Guadalajara International Airport (GDL), Hermosillo International Airport (HMO) and Monterrey International Airport (MTY). The airline also operates two subsidiaries: Aeroméxico Connect and Aeroméxico Express.
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Paul S wrote a review 12 Mar
Belvidere, Illinois2 contributions
Chicago - Puerto Escondido
Mexico
Aeromexico is the worst airlines on the planet. They know nothing about customer service and absolutely ruined my vacation before it had even started. Their executive board is incompetent and doesn't know how to service their customers. My 1st flight from O'hare to Atlanta went well on Delta Airlines. My flight from Atlanta to Mexico City was delayed, causing me to miss the final flight out to Puerto Escondido. Aeromexico put me up at a hotel, but I could not sleep because I heard gunshots every 30 mins from 8:30 pm to 3 am. It was absurd. Needless to say, I was exhausted when I went to the airport to fly out to my final destination to Puerto Escondido. I waited at the gate for about an hr and 15 min. I plugged my phone in the charging kiosk closest to the gate. I read my book and waited to board. When they started boarding, I mistakenly left my phone charging. When I got on the plane, I put my bags away and realized I left my phone. I kindly asked for Aeromexico to have security grab my phone & charger for me and they denied my request. Even their stewardess asked to accompany me to get my phone and they denied her request. They said I could either stay on the plane and pick up my phone from Lost & Found (if turned in) or I could get off the plan, thus canceling my flight and I would have to buy a new ticket to Puerto Escondido. All of this because they could not walk less than 300 ft to grab my phone. I got off of the flight, grabbed my phone and went back to the plane. The smirky Aeromexico gate employee shut the door on me. There was no flight risk and everyone in the terminal had already been thru TSA. I ended up having to buy a new ticket to Puerto Escondido for $323.75 and then found out the day before I was scheduled to come home that Aeromexico canceled my return flight. So, I had to pay another $809 to get back home. So, in essence I paid $1,135.00 because they did not want to grab my phone for me, which was less than minute walk from the airplane and back. They suck!…
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Date of travel: February 2024
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
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Voyager342422 wrote a review 11 Mar
1 contribution
Mexico City - Toronto
Canada
Thé worst and weirdest experience ever they ruined our vacation with their awful customer service. After we checked in and seated in the flight me , my husband and our 4 kids . They started coming back and forth to us asking about our boarding passes and if we have checked in baggage or no in a weird way and then someone came asking my husband to come with him cause he needs to talk to him privately I started asking what’s wrong and then this guy told me I’ll tell your husband and he will tell you. Then my husband came back with the weirdest story. Someone complained that my husband breathing smell bad and told my husband that they have to move all of us 6 persons to all the way back to the flight and that’s the only way or we have to leave they delayed the flight over 30 minutes cause they were trying to find another seats for us in the back my husband was shocked and don’t wanna to escalate the issue cause the kids was with us and already all of us are tired . I really still can’t believe that’s happened how unexperienced stuff in solving problems even if we consider this a problem and this guy was setting 2 rows behind my husband seat not even setting beside him was so weird and the stuff was more weird when they were thinking to move us all to the back of the flight. It ends up they didn’t move us the another flight attendant came apologizing. But they really made us disgusted from their behavior and will never go with this company again…
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Date of travel: March 2024
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
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Picaro wrote a review 3 Mar
Bristol, United Kingdom7 contributions1 helpful vote
London - Guadalajara
International
We were due to fly to Mexico City from Heathrow airport on the 31st of October on business class. Our last destination was Guadalajara. Just as we arrived to the airport we were informed that our flight had been cancelled. We were given very quickly a voucher to stay the night at the Hilton in Terminal 4. We were told that we would get dinner. Much to our surprise when we got there we were informed that our food had been served and the restaurant was closed. We had to pay for dinner ourselves. After a couple of hours trying to sort out a flight out for the next day. We were offered the same flight the next day. We asked why we could not go on the earlier flight, we were told that it was full. We had to spend all day in the airport because our flight was at 22.30 pm. However, we went to London for a few of hours. Luckily the hotel kept our luggage. As we were making our way to the hotel to collect our luggage we received a text letting us know that the flight had also been cancelled. We were not only furious but also distraught. We were going to a wedding and we were not going to make it on time. We went to the Aeromexico desk the employees at the airport were excellent. They told us that they had been cancelling that same flight, for the last 4 days, because the aircraft had a mechanical problem. We could not believe it. They knew the night before that our next flight was not going to depart and yet they gave us that flight. We got to Guadalajara 2 days later than planned. We arrived to the wedding but only because they put us on a British Airways flight. I guess the people in the desk saw how upset we both were and they took pity on us. When we got back on the 10 of November we started the process to get compensation from them. We are on the 3rd of March and still now we have not got a penny from them. My understanding is that you get 600 euros per cancelled flight. As far as I am concerned, we are owed for 2 flights, the refund of the first 2 nights of the hotel in Guadalajara that we paid and did not use, 2 meals for the 2 nights that we were stuck in London and the lunch and tube to London (since we were stuck in the airport) and we had to do something. We have been arguing with them for the last few months about this but via email. Apparently, you can't speak to anyone if you want to complain. I’ve tried 3 times. Of course you can speak to someone if you are buying a business class ticket! We have had to email and this is also shambles. The latest they asked me to send a picture of my credit card, which I refused. I got an email back to say that I had to otherwise they were not going to process the payment. Reluctantly I sent it but the name on the card (my married name) does not coincide with my passport name (my maiden name). So now this is another problem. That was the card that I paid with and I used my passport to make the booking. The last email I got from the woman that I am dealing with is that she will close the case at the end of this month if I’ve been paid or not. Don't fly Aeromexico if you have problems it will take you forever to sort it out or maybe not be able to sort it out.…
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Date of travel: October 2023
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
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Lucas A wrote a review 2 Mar
1 contribution
Toronto - Guatemala City
International
BEWARE Aeromexico's asinine policies! My girlfriend and I recently flew from Toronto Pearson to Guatemala City via Mexico City. At the gate at Pearson, we were informed that the flight was too full to fit all carry-on baggage and that we could check our carry-ons at the gate for free. We normally wouldn't mind doing this, but because we were connecting and then also not staying in Guatemala City, we were leaving for elsewhere in Guatemala, we preferred to keep our bags with us just in case they got lost during the short layover. However, we were also informed that if the overhead storage bins were full, then our luggage would NOT be moved down below but instead be put on A DIFFERENT FLIGHT to Mexico City THE NEXT MORNING. Again, we were connecting and then still not staying in Guatemala City, and we were not given any information about when our luggage might arrive in Guatemala City, only that if we didn't check it at the gate, we risked having it fly out the Mexico City the next day. Completely unacceptable to ask customers to make decisions of whether or not to check their bags at the gate or risk having them not even be on their flight at all, especially for those who are connecting elsewhere. I have never heard of another airline doing this instead of just putting any additional baggage down below on the same flight. The reason we were given was that doing so would delay the flight, but we also still left Pearson 90 minutes late. Overall this was the worst customer service I've experienced from an airline at the gate. Definitely avoid this airline if you don't want to risk not having your luggage with you for at least part of your trip!…
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Date of travel: February 2024
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
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dadaolivier wrote a review Feb 2024
Montreal, Canada1 contribution
Mexico City - Montreal
Canada
Paid over 200$ for them to carry my guitar. Guitar never arrived at destination. They have sent a mail regarding their mistake. Wrote them 10 emails since regarding this. Zero answers. This is getting frustrating.
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Date of travel: February 2024
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
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Picaro wrote a tip 3 Mar
"Don't use it!"
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Lucas A wrote a tip 2 Mar
"Book a different airline"
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Fatemi G wrote a tip Feb 2024
"I will not recommend this airlines for premium economy as it is same as economy. "
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Gypsydjango wrote a tip Feb 2024
"Be sure to remove any valuables from check-through luggage. Your suitcase will be rifled and things may be stolen. "
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Susan&Jesse wrote a tip Jan 2024
"Just don't, Fly with another airline if possible."
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Baggage fees
Domestic Mexico
Carry-on bag: Included
1st checked bag: Included
2th checked bag: AU$122
3th checked bag: AU$230
4th checked bag: AU$230
Each checked bag maximum 50lb/22kg
Mexico to United States
Carry-on bag: Included
1st checked bag: AU$46
2th checked bag: AU$84
3th checked bag: AU$276
4th checked bag: AU$307
Each checked bag maximum 50lb/22kg
Mexico to Canada
Carry-on bag: Included
1st checked bag: AU$34
2th checked bag: AU$74
3th checked bag: AU$243
4th checked bag: AU$271
Each checked bag maximum 50lb/22kg
*Please confirm baggage fees on airline website.
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