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"Aeromexico = Delays and Poor Customer Service"
I have held my tongue regarding Aeromexico until now. Yesterday was the last straw!
I have been traveling Aeromexico for 20 years. When Mexicana existed, there was some good competition for Aeromexico, which kept it somewhat in check. But since Mexicana went out of business, and Aeromexico dominated the air travel within and from Mexico, their service has diminished into outright irresponsibility. They could not care less about their travelers (this does not apply to the in-flight personnel, as they are always pleasant and helpful). Nor do they much have to, I suppose. They have a few competitors in the market currently: Interjet, Volaris, VivaAerobus and the newest being Tar. While those of us who live in Mexico welcome ALL of these competitors, the fact remains that each of them have their own idiosyncrasies, including flight times that are usually less than ideal for anybody other than a retiree who can be at the beck and call of an airline. The competition´s rates, however, usually are far superior than Aeromexico´s. Their equipment is also excellent, with new and comfortable planes.
That said, it is not as convenient many times to travel the competition. So we are left with the old dog of Aeromexico. Well, this old dog needs to learn some new tricks, ESPECIALLY in the area of customer service. In the past two years that I have flown Aeromexico, I cannot think of a SINGLE flight that has been on time. This includes their clever ability to change flight times in advance, and then say that they are ¨a tiempo¨ or on time. Sorry kids, that does not count. That´s just reshuffling the deck. This happens regularly. The first flight out in any given city is a relatively safe bet, although not always. After that, it´s as good as playing roulette with their schedules.
I complained yesterday, without having exact stats in hand, that I could not recall a flight in two years that had been on time. Now, with some stats in hand, let´s check how well I did. Flightstats.com shows that in the last month alone in the most active routes Aeromexico services, not only was NOT ONE flight on time with Aeromexico, but the best rating they had was from Miami to Mexico City at 92% on-time percentage. The worst? Mexico City to Chicago at 72%! But the spread of delays is remarkable. Anywhere from an average of 11 minutes to over 8 hours … you heard me … 8 HOUR delays! That´s just within the country from Tijuana to Mexico City. Flightstats states for July, Aeromexico was on time a whole 79% of the time. Well, hallelujah. Interested in how well they did for the rest of the year?
January (ranked 4th in Latin America out of 7 airlines), February (ranked 5th out of 8), March (ranked 7thout of 8!, this behind Azul Airlines, which is a budget carrier out of Brazil), April (DEAD LAST!), May (5th out of 6), and June (7th out of 8). SERIOUSLY!? It seems obvious from this that given that they are the largest airline in Mexico and yet they are ranked so poorly with their Latin American fellows, that they really do not care about customer service, at least not on-time performance. Since in July, they were also 7th out of 8, that is 4 months out of 7 that they were either last or second to last in on-time performance in Latin American carriers. And who pays the price? The customers. And what do we get in exchange? ¨Well, that´s the way it is¨, or ¨That is our policy¨. Your policy is shameful, Aeromexico and these stats prove it!
How does it affect the passengers? I´ll tell you.
My flight from Cancun was delayed just under an hour. Yet my connection from Mexico City was a whole 55 minutes. My bags were being checked all the way through to my final destination, but even with that, the airport in Mexico is huge and in the event we had any unusual delays (imagine!), then it was entirely possible that I was going to miss my flight.
So, Cancun decided that it would be best if they booked me on the next flight from Mexico City outbound, which was a full 3 hours and 10 minutes LATER. This put my arrival time in my home destination at nearly midnight, when I should have been in at about 8 pm. So now I get the pleasure of having dinner in the Mexico City airport. So the flight was changed, and bags rerouted to be on that later flight as well.
As luck would have it, we made record time to Mexico City and as I walked past the departures boards, I noticed that the flight to my home was just now boarding. However, I could no longer catch that flight as (i) the reservation had been formally changed in Mexico City and they would not allow me to board my original flight under any circumstances and (ii) my bags now were on the later flight no matter what … they certainly would have never made it on the flight that was boarding. So I was now stuck in the airport in Mexico City. But alas, I had a voucher for a grand total of $200 pesos (about $12.50 US) that I could go on a wild spending spree in Mexico City and have dinner. Woooo!
I know Mexico City airport very well, especially Terminal 2 which is controlled by Aeromexico. I had asked in Cancun which restaurants I was restricted to for use of this lovely apology voucher. I was told there were no restrictions. Well, since the airport has 3 places that could be called restaurants, Wings (think Denny´s), Alfa Bar (whatever is less than a Denny´s) and Chili´s. OK, not gourmet by any stretch, but at least restaurant-ish. Everything else is a coffee shop or a snack stand (glorified 7/11s). When I went into the Chili´s, I was told unequivocally that they did not accept the vouchers on their face value. Even though mine was for the grand sum of $200 pesos, I could only claim a 25% discount on any meal item. Well, since I had no intention of spending $800 pesos on a meal in Chili´s, I just got screwed on my voucher from Aeromexico. So, off to the ¨Customer Service¨ (hahahaha) department of Aeromexico.
¨Yes, what can we do for you?¨ What an empty greeting. They had no intention of doing anything for me other than spewing the company protocol. I explained the circumstances, including what I had been told in Cancun. ¨Well, there must have been a misunderstanding.¨ You bet there was. I got a $200 peso voucher which is worth 25% of whatever I eat, which means about $50-$75 pesos. ¨Well, here are the TWO ¨restaurants¨ that you can use the voucher¨. Again, these were the prepackaged sandwich stands in the airport. ¨Um, sorry, you have stranded me in Mexico City for 3.5 extra hours. It is going to be the middle of the night before I get out of here. I expected to have a dinner, not a cold bologna sandwich for dinner. Honor your $200 peso voucher for ¨ANY¨ restaurant as I was told. ¨I´m sorry sir, but these are the two ¨restaurants¨ that are authorized to accept your voucher.¨ Well, of course they are. Why? Because they are providing a deep discount to Aeromexico for the pleasure of being an authorized representative and people are only using maybe half of the voucher to begin with, as the food is a snack, it is not a dinner. So in the end, you aren´t really paying $200 pesos, only a fraction of that anyway. Well, you can imagine that this went on for about 5 minutes to absolutely no reasonable solution.
I returned to Chili´s to accept their generous offer. When I spouted off how much I hated Aeromexico and how I had just been screwed ONCE AGAIN by Aeromexico, the surrounding tables and the waitress laughed in agreement. They all nodded, even though they were not necessarily in the same boat, they had clearly been in it once or more. Thank you Chili´s for the gracious discount. I do appreciate it. And your staff went out of their way to make sure I was calm and happy and had a pleasurable dinner and experience.
I then proceeded to the VIP lounge of my beloved airline. Oh, I didn´t mention that I was flying FIRST CLASS and paid $800 USD or nearly $13,000 MXN Pesos for this privilege? Oh yes! I proceeded to consume as much as possible to attempt to recoup some of the remaining value of my voucher. Sadly, I don´t think I got anywhere close. Further complaining to Aeromexico would have done absolutely no good. Why, you ask? Their philosophy is a simple one. They don´t care. They are the largest airline in Mexico. They have a lock on certain markets. They have a virtual lock on many of the best flight times and routes. They don´t NEED to have customer service, because you HAVE to fly with them if you want to be in a particular destination or business center at a particular time. Since there is competition, you cannot properly call them a monopoly. But since monopolies don´t care about customer service because they do not need to, you can consider them a virtual monopoly as they have the same sentiment and belief. ¨Everybody will come to us because at one point or another they will need to.¨
Aeromexico, as a loyal and avid client of yours for 20 years of my life, I say this to you in earnest … YOU SHOULD BE ASHAMED at how you treat your clientele! Your customer service lacks sincerity and you lack integrity. One cannot believe what you say from your flight schedules, to the customer service, to empty apologies. Your competition is working hard to beat you at the airline game. I for one am going to do everything I can when I fly to support them in their effort as I doubt I could do any worse. Your mistreatment of clientele in situations like this is insensitive and deserves absolutely no reward. I welcome the next wave of competitors who come into the market to show you how customer service works and may they be remarkably successful in their efforts.
For the rest of you thinking of traveling within Mexico via air, here are the websites for some of the OTHER major airlines to choose from:
VivaAerobus – www.vivaaerobus.com
Interjet – www.interjet.com.mx
Volaris – www.volaris.com
Tar – www.tarmexico.com
If you HAVE to fly Aeromexico, be aware of the above and that you will get absolutely no satisfaction for complaining, only the standard corporate platitudes. So, flyer beware! Safe travels!
We added cancelion insurance to our airfare. However when we tried to collect do to an accident that caused me to have 13 broken bones and 5 weeks in a rehab center followed by physical therapy. They refused to refund our airfare.
Even though the insurance charge was on our credit card, Alliance insurance said Aero never turned in the paper work.
DO NOT TAKE OUT INSURANCE with them.
Questions. Email me.
"Worst Airline Ever"
HORRIBLE! If you are considering flying this airline because of the price - DON'T DO IT! Flight times were changed 8 times between purchase and travel - at one point they had us arriving in MX City after our connecting flight already departed. On day of travel my husband's bag was lost and layover in MX City was so short that once we got through customs we had to run to ticket counter to check in again which they wouldn't let us do as there was not enough time for our bags to get to the plane. They told us to run to security and take all of our luggage directly to the gate. We had seven people in our party including 3 elderly family members. No one helped. Security confiscated all of our toiletries etc, then gate agent was hostile when I ran ahead to hold the plane so my 75 year old mother didn't have to sprint through the airport. Once on the plane stressed, sweaty and angry, we sat on the tarmac for an hour. Upon arrival all of us had to replace out toiletries and my husband had to buy clothes. The airline has not responded to requests to reimburse us. On our return trip my uncle was scheduled for a different flight leaving earlier than the rest of us. He boarded in Puerto Vallarta with a direct ticket to JFK and his bags were checked through to NY. In MX City they pulled him off the plane and told him his ticket wasn't valid. They sent him to the ticketing counter who asked for his immigration card - he didn't have it as they took it from him when he boarded in PV. They sent him to the immigration counter to get a new one where they charged him $25 to get it but had to send him to the exchange counter first b/c he didn't have enough pesos and they wouldn't accept dollars. So after exchanging money, getting a new immigration card, going back to ticket counter, his flight to NY was gone. Counter agents called a supervisor who told them HIS ORIGINAL TICKET WAS IN FACT VALID!!! So all of the runaround, stress, inconvenience and financial costs were unnecessarily caused by the airline and exacerbated by them. They scheduled him for a flight 8 hours later than his original one with a HANDWRITTEN NOTE ON HIS ORIGINAL BOARDING PASS. Are you kidding me?? he found the rest of us during our layover and I attempted to get him scheduled on our flight instead leaving 3 hours sooner. They flatly refused while looking me right in the face with zombie eyes telling me they were helping me. No wonder MX is still a third world country. No help, no responsibility, no sense of urgency, no concern whatsoever for problems originating from their total incompetence. I was forced to leave my elderly uncle behind alone - hoping he would in fact get on that later flight. When he finally arrived in NY his bag did not show up as it had come in on the original flight. When he tried to explain this to the Aeromexico baggage manager, he didn't care to hear it and told him to WAIT FOR THE NEXT FLIGHT FROM MEXICO and see if it was on there. After pressing the issue and nearly making a scene, the agent was forced to look for his bag which he did find b/c as I said - it came in on his original flight. I also had to arrange for private transportation for the two hour trip from the airport home to the tune of $250. These people are total idiots - and if you have any problems, which is highly likely, they will do nothing to help you and only make the situation worse. Not to mention that they refuse to make any compensation whatsoever for any costs we incurred because of their sloppy, inept operation.
"Avoid at all cost"
had flown with a number of airlines for business and pleasure and without a doubt, Aeromexico stands out as the worst airlines bar none. My wife, son and I boarded flight AM665 from San Francisco International airport on 12/15/2014 at 12:40 a.m. The flight left at around 1 and landed at the Benito Juarez Airport at 7:10 a.m. It took about 10 minutes to reach the gate. Our seats unfortunately were on rows 22. By the time, we got out of the plane, another 15 minutes had gone by. We waited another 15 more minutes to go through immigration (even though we were in transit to Managua, Nicaragua). When we reach the conveyor belt to collect our 6 luggage, they were still not ready to be picked up even though more than 1/2 an hour had gone by. After another 20 minutes of hearing and seeing Aeromexico's luggage carriers played soccer with a handmade taped soccer ball, we collected our luggage and passed through revision. After dropping off our luggage, we spent another 15 more minutes going through the airport gate security. Another 7 to 10 minutes were spent walking to what it seems were last gate of this airport.we reached the gate at exactly 8:25 a.m. Upon arriving and letting the gate customer agent know that we were there to board the plane, this agent accused us of purposely taking our time to reach the gate. She clearly stated that it was our fault that we missed our plane since the flight from San Francisco had arrived about an hour prior to the departure of connecting flight. We were rushing as fast as we could to get to the gate and did not stop anywhere while trying to get to our designated gate. Keep in mind that there were other passengers that had been stranded. I immediately requested to see a supervisor to discuss alternative flights to complete our planned travel. She send us to their customer kiosk and again two of the supervisors were blaming us for missing the plane. I became more upset and asked them to give us a connecting flight and the best they could do was to book us for the following day. God helped me not to punch them in their faces, but I sure kicked their f... podium around. I asked them about the expenses to stay in Mexico overnight and they pretty much stated that was our problem and not theirs. I guess we were luckier than other passengers since some of them were being forced to pay to change flights or were not provided a connecting flight until the last minute. I spent another 2 hours going over customer service, collecting my bags from immigration and booking a room. I spent an additional $300 dollars in hotel, tips and meals and that does not include the expenses for no showing up in Managua on the day scheduled. I waited to write this complaint until we were safely back in San Francisco since who knows what could have happened on my returned trip. By the way, I called and chatted with customer service about 5 times prior to my departure from SFO to inquire about the connecting time and what to expect in case of any delays and they assured me that there was enough time. Please note, that they will say anything or blame you for anything to get your money. Also, we waited over 2 hours to go through immigration and customs on the returned trip. While custom is not Aeromexico's operation, keep in mind lack of Mexican airport efficiency when booking flights through Mexico. Overall, the money saved while flying with Aeromexico is not worth the aggravation and additional expenses. I will not flight Aeromexico ever again if I can help it. Please read the other complaints as well and hope that you do not go through the same troubles that other passengers like me have experienced.. Another friend flying from Los Angeles also experienced the same troubles and he was not able to collect his luggage until about two days after he arrived to Managua. AVOID THIS AIRLINE AT ALL COST. Please be aware that they are also flying in conjunction with Delta Airlines and based on my experience, they are made for each other. I do not want anything back but to save other people from this type experience.
"Never again ! "
ATL-MEX-ATL, this was the worst experience I have ever had with an airline. I was on time (1.30pm for a 3pm flight) at the check in counter and was sent to another counter, Delta. When I was turned away there as well and sent back my flight had been closed for 5 minutes and nobody could help to get me on or even rebook me to the next available flight. After being stuck at the terminal for over 5 hours hanging on the phone with travel agent and Aeromexico I had to leave home again. I was told to go the next day to the check in counter where I again was told to pay a penalty to get rebooked. I redeemed my skymiles and booked another ticket. And because of an internal policy they also cancelled my reservation for the flight back. I had to buy another ticket to get back. Sky Team should choose more wisely their partners. Customer Service Hotline is a bad joke as well. They are not helping and only want you to pay a penalty for their mistake. NEVER AGAIN !
"Aeromexico was a big dissapoitment"
For me Aeromexico was ssuch a incredible dissapointment, I used to have a lot of respect for the airline and always recommended it to my friends!!!!! First I had to make a change on my return flight from Mexico City to Los Angeles and when I called to ask how much it would be to change it I was completely shocked by what I was told: I understood that the penalty fee would be $200 dls but what was completely absurd was that I would have to pay an additional $190 dls. to get the ticket back to Los Angeles, a total of $390 dls. That was way over what I had paid for the round trip ticket!!! I called United where they were so helpful and friendly and bought a return flight for less than $180 dls. Then, on the flight from Los Angeles to Mexico City one of the flight attendants had a very bad cold and coughed nonstop thru the entire flight. Since we were sitting on the very last row we had to listen to her constatly coughing and after over 3 hours it was very annoying!!! What was worse is that she passed it on to us and we got badly sick on what was supoosed to be a great vacation! We had to cancel several outings because we were very ill. What was supposed to be a great vacation turned out to be a nightmare!!!! The airline should never allow sick employees to be aboard a flight. Thanks so much Aeromexico for ruining our trip!!!!
I arrived to the airport 2 hours and 45 minutes before my scheduled departure time. I was told that there was a 3 hour mandatory check in time. The agents involved did not want to hear about my flat tire or the freak hail storm on my way to the airport. I was also told that specially on Sundays, flights are filled up and my seat was sold to another customer. I had no bags to check in and I had to pay a hefty fine to re-schedule my flight to another day. For all those unfamiliar with the DF airport, it takes 10 minutes to go thru security and another 5 to walk to the gates. most flights are not even given a gate number until 1 hour before the scheduled departure time. This was my fist and last time flying with aeromexico.
"poor customer service, don't recommend!!!"
the fligth was delayed for 3 hours, then the customers is the worst, don't recommend this stupid airline, hopefully this airlines close soon so the customer service loose their job, i'm very dissapointed, i'm american citizen and i'm stuck in mexico city. don't know what to say..
"I Hate Aeromexico"
I wish I could give Aeromexico 0 stars! I will never fly them again, nor will I ever fly through Mexico City. We had a 2.5hr layover in Mexico City. Since we had to cross from Terminal 1 to 2, we had to go through immigration (took 45min), baggage retrieval and customs (took 1hr), security, air train, security again, and running at top speed between those, all the while getting pointed in the wrong direction by airport personnel. Needless to say, we missed our connection. Trying to get rebooked on another flight was an absolute nightmare. Because our flight was booked on LAN but we flew Aeromexico, both airlines kept telling us it was the other one's problem. It took us 5 hours before someone from LAN finally helped us get booked on another flight. The worst part about Aeromexico is their terrible customer service. We had one check-in agent telling us she could rebook us if she could confirm that our incoming flight was late (which it was), but the flight arrival times were not posted and repeated calls to the operations folks kept giving the response "call back in 10 or 20 min". So after being strung along like that for 2hrs, she said her shift was over, and to talk to her supervisor. This guy Jorge was a piece of work - he was looped into our problem the whole time, but the 3 times we approached him, he acted like he'd never seen us before! It was frankly the worst customer service I've ever seen. He kept telling us we were going to have to pay because it was not Aeromexico's fault we missed our flight. My husband was trying with some other agents and they called security on him for continuing to pester them! And to top it off, the food they served on their flight was contaminated and gave us stomach problems. So NEVER NEVER NEVER fly Aeromexico. Please!
"Don't waste your money on this airline...horrible service"
Never made it to my destination, received wrong informatin when I missed my flight and tried to rebook. They wouldn't refund or credit any portion of the roundtrip fligh. Because I missed my departing flight, they automatically canceled by return flight. They said, of course, that they may consider rebooking at an additional fee and this was after two agents hung up on me and refused to help me.
I rebooked with a differed airline, and will never, ever, fly this airline.