Spread the word...
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.
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"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.
"Delayed flight, lost bag, stolen laptop"
I had/am continuing to have a terrible experience with aeromexico.
First while in Mexico flying to JFK, when there was a delay because "extra security screening was required of all bags" and I missed my flight, they refused to refund it ended up making me pay for a flight home. Even though I was 2 hours early. This caued me to waste $350 and 5 hours in an airport.
Then the kicker. I was asked to check my extra carry on because company policy doesn't allow sealed wine bottles on the plane. Fine. When I arrived, my bag did not. After 3 days it was finally returned to me with out my wine OR my laptop inside. After a month of leading me on, telling me they would refund it, giving me exact number, and telling me that the money was on the way they, they finally told me I would not be getting ANY refund at all. On top of all this the flight was late and the service was at best mediocre. Will NEVER use them again and I highly recommend other alternatives.