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"Worst Airline Experience Ever!"
My name is Joseph Ganino I recently had multiple horrible experiences with Aeromexico. This first issue I ran into was prior to my flight on Thursday October 27, 2016 Aeromexico AM 173 from Tijuana to Mexico City at 7:00am. This was the first flight on my way to Peru for my Honeymoon. The night before the flight I was informed that my first name had been miss spelled by the travel agent who had assisted with booking my flights. I was informed by Aeromexico customer service that it was at the check in representatives discretion whether or not I would be able to fly on each of my flights with a misspelled name. They were not willing to change my name to my correct name and the flight would be non-refundable so if the Airline attendant refused to allow me to fly I would not be able to go on my Honeymoon nor would they be willing to refund my flights.
Luckily my connecting flight was with Avianca not Aeromexico and Avianca was able to fix my name on each of their flights. I ended up going back and forth with 14 different customer services representatives with Aeromexico for about 4 ½ hours the night before my trip. Each customer services representative was excuses orientated rather than solution orientated and gave me one excuses after another about why they could not do something as simple as correcting my name. I continued to hang up on each representative after multiple excuses and would call back in. One representative tried to ask for $150.00 fee for each flight to fix my name so it was spelt correctly, this is when I knew that Aeromexico is all about making the travel experience as frustrating as possible for its customers so that it can get more money out of them. I refused to pay the fees and continued to call back in, I was finally able to speak with someone who somehow fixed my name on my flight home and informed me I would need to take my chances on the way there so I went to the Tijuana airport, did my best to distract the Airline attendant, and was able to get through without them catching my first name was miss-spelt as Jospeh rather than the correct spelling Joseph.
This entire experience was extremely frustrating, stressful, and not the way you want to start off your Honeymoon. After an entire night of no sleep, a ton of stress, my wife crying due to the concern of potential not going on a trip we spent over $6,000 on we finally were on our way to South America. We had minimal to no issues with Avianca, and did not have another extremely stressful experience until our final flight home with Aero Mexico. After our first 6 hour flight from Rio de Janerio, Brazil to Bogota, Columbia, then our 6 hour flight from Bogota, Columbia to Mexico City, Mexico we were ready for our final flight home from Mexico City, Mexico to Tijuana, Mexico prior to using the border crossing into San Diego.
This final flight was meant to be an easy 3 hour and 20 minute flight. The flight was on November 5, 2016 at 9:45pm flight number 2630 with Aeromexico. We ended up flying to Tijuana and when we got to the Tijuana Airport we were informed the fog was too thick to land and we ended up circling around the Tijuana Airport for nearly two hours. After circling for nearly two hours we were informed that the Plane would need to refuel at a nearby airport so they flew us into some random airport somewhere in Mexico where we sat on the runway for another two hours. At this point we had been on our 3 and 20 minute flight for 7 hours and 20 minutes with no food. I asked the attendants for food and they informed me they did not have any. I then asked to get off the plane so that I could buy food for my wife and I and I was informed that I was not allowed off the plane. After 2 hours of sitting on the runway they informed all passengers that the Tijuana airport was too busy at this point and we would be flying back to Mexico City. They made the statement, “we want to remind you this is a whether issue, it is not Aeromexico’s fault.”
After multiple passengers argued and they gave several updates in Spanish, we were informed that we would be taken care of as soon as we got back to Mexico City. We would either be on the next flight out or they would provide us with a hotel to refresh. This was an outright lie. After the 3 hour and 20 minute flight back we landed in Mexico City and were told to go to Gate 27 for assistance. When we got to Gate 27 we sat in a long line to get a little piece of paper with a Mexico phone number and were told to call this line, there were no more flights available today and good luck getting home. We then attempted to call the line multiple times while getting charged international rates, sometimes the line was busy and when someone finally answered the call dropped. After multiple call attempts we attempted to get the issue fixed the logical way, walking up to a ticketing window.
We sat in line for the first ticketing window for about 30 minutes and were informed to go to another window, where we spent another 25 minutes in line. We were then informed to go speak with a Manager and walked around and looked for a Manager, who informed us they were not able to assist and to call the number. I then about lost it letting them know the number did not work, neither did any of their employees, the airline is completely excuses orientated and did not provide solutions. The Manager then informed me of which desk I could go to in order to use an agent’s phone. We spent another 30 minutes in line and finally was able to use a janky phone that you had to hold the cord into the phone while I sat on hold for about 20 minutes. I was then informed that being that my flights were connecting from Avianca, I would need to go to the other Terminal to get this sorted out. After nearly 14 hours of no food this was the best news I had heard all day, I then went over to Avianca where I had a great experience. The agent spent over an hour arguing with Aeromexico and was able to get me on a flight for the following day. When I asked about a hotel I was informed I would need to go back to the other Terminal in order to work out accommodations with Aeromexico. After spending another 45 minutes in line, the agent sat on her computer and I was under the impression she was looking at booking us a hotel however now somehow magically she was able to find us two tickets out that night sitting right next to each other. We spent the remainder of the day in the airport, finally had some food and was able to fly out that night.
My overall experience with Aeromexico was an absolute nightmare. It was extremely stressful and I am not even sure it is legal under federal and international aviation laws to not provide food for passengers on a flight which lasted over 10 hours.
"Worst airline in the multiverse"
I cannot describe to you how bad this airline is. Thieves is too good a word. I would have them all shot. Made us miss the connection flight (another Aeromexico flight) due to their incompetence, then told us 'we don't care, it's your problem'. Then tried to have me arrested in Mexico City for daring to ask to speak to a manager. Had to buy two new tickets, no compensation or consideration at all. Aeromexico were happy to leave my girlfriend stranded in one of the most dangerous cities in the world with no money at all on her own. Couldn't give a shit. Would sue them for millions if I didn't know that thousands of people have tried before me and they just don't even pay lip service to international law. WHEREVER YOU ARE IN THE WORLD, IT IS BETTER TO WALK OR SWIM HOME THAN TO TRUST THESE PEOPLE!!! PAY WHATEVER IT TAKES FOR ANOTHER AIRLINE RATHER THAN GO WITH THESE C**TS!
"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..