Aeromexico

More con artists. There’s a new law now when traveling international or to Mexico, unsure which. But not an employee ever states this tiny piece of paper was needed for my return flight. I was even let onto my return flight from Puerto Vallarta to Mexico City. I did keep the paper, it was just in my luggage. But anyways, when boarding my connecting flight I could not get on. I ran to immigrations and came back and itching minutes they let the plane leave without me. A checked in and paid guest. Then they did not get me on the next flight but two after. which was 9 hours later. And made me pay full price $ 536 with zero credits for my 7 her flight to NY I just lost!!! And I contacted them and they said they can’t change the law. Are you kidding??? You’re employee notified no one what was happening. Let the plane leave even wi my boyfriend waiting at the gate. And I waited 9 hours for anothe, my luggage went to NY! I paid more than full price for a flight to NY which should have been a. Flight transfer at most. Horrible customer service. Horrible airline,

About a week before my August 2014 flight, I had to cancel it for family medical reasons. The cancellation went awry: even though I followed all the fare rules, I never received the appropriate refund [10/’15: I received a credit finally after much prodding]. It’s been a real pain to deal with them because of slow response and finger-​pointing. Their customer service is inconsistent; sometimes they are seemingly helpful, but ultimately they do not deliver and cause frustration.
Details: Although I called Aeromexico, the third party travel site says they never got my request I have been trading emails with an often unresponsive Aeromexico over the following year. If you do use Aeromexico, deal with them directly, but don’t expect to be able to make a change or get a refund even if the rules say it is allowed.

If I could give negative stars i woould. My son flew to Paris via Mexico City. His bag did not. No big deal. This happens sometime. It is what happened thereafter that earns this rating. In Paris he had a tight connection and there was no Aeromexico rep so he talked to an airport baggage office person to report the problem, but they said he needed to file a claim on-​line with Aeromexico. Given the lack of time to get to his connecting flight he took off running without being sure that he got back his claim ticket. Once he caught up with us in Toulouse, where he was to be for 3 weeks, we tried every which way to get some response from the airline. Phone– no answer. Email — «we have no record» etc. Today we are going to the airport, a major pain, in the hope we can find a responsible human. We shat see. BTW the bag had my wifes buisness card on it and in it and noone had contacted her about finding her bag, this after 2 weeks. What the heck? This is just unforgivable!
Update. Couldn’t even find an Aeromexico representative at Bush intercontinental.
Further update:
So, after fighting with Aero Mexico for over a month, our son finally got his bag back. Really, it took these imbeciles over a month to get a bag that they admit they lost despite having «electronic tracking,» a clear name tag, numerous calls and emails from our entire family, and knowing the bag was sitting in Mexico City until yesterday, in order to get it back to us. Holy sheep dip, what the heck is that about. The icing on the cake was that their own documents prove they had the correct address of our house and yet, their driver, who was to have delivered it to that address, couldn’t find our house. Consequently, to add insult to injury, my son had to drive over an hour to someplace in Humble Texas to pick up his bag.

These people have no idea what they are doing. If you bought your ticket anywhere but from them, kayak, Expedia, etc… They have no clue how to deal with any changes. I barely missed their cutoff for a connection which ended up sitting at the gate for an hour delay while they could have got me on the plane. Had to buy a whole new ticket at double the price and then learned after it was too late that they could have given me much better connections. And when I finally did check in for my flight, they gave me the wrong boarding pass. Never again.

Aeromexico is the best airline I have ever been on. The price is cheap, they have a great boarding system, the lines are not long, the flight attendants are very friendly, and the MEALS, you actually get meals. You go to any other airline and it is just free peanuts at best then you have the option to purchase food. The meals they give on board are pretty good. I had turkey sandwich, pudding, veggies, cookies, and your choice of beverage. The majority of the flights that I went on were almost empty. I was the only one on my row it was very nice. I got to stretch and have all the space in the world. I guess not a lot of people know that you can use Aeromexico to go to Colombia, but I am sure eventually it will get out and everyone will know. I would gladly use Aeromexico again if only the airport in Mexico City improves.

Does anyone else remember flying pre-​9/​11? Because that’s the kind of flight experience AeroMexico offers. This is the nicest airline I have EVER flown with. I absolutely love AeroMexico for so many reasons.
STAFF: The first thing you should notice is that all AeroMexico employees are very professional and obviously take pride in their work. Their uniforms are crisp and consistent. The flight attendants are still pulling off adorable hats and scarves. They greet you as sir (señor) or ma’am (señora) and genuinely smile. When I was trying to arrange flights with connections for 4 people all around Mexico, AeroMexico’s website and phone agents were EXTREMELY helpful. For our RT flights to Merida they were also the cheapest, by far. My husband’s multi-​city, 6-​leg flight was only $ 450.
IN-​FLIGHT EXPERIENCE: AeroMexico doesn’t charge for your first checked bag or your carry on bag. They also feed you a full meal on most flights. Our breakfast included a danish roll and yogurt. Lunch was a sandwich or wrap, a bag of nuts and a fruit cup. AND alcoholic drinks are FREE. The in-​flight experience is excellent. Though AeroMexico planes are not the Boeing jets many Americans are used to, the Embraer planes they fly are modern, comfortable and safe.
ISSUES & RESOLUTION: So you know that this is a legitimate 5 star experience all around, I have experienced 2 issues with AeroMexico, both of which were resolved quickly and professionally by this outstanding airline.
ISSUE 1: We were flying from Merida to Houston with a connection in Mexico City. While dropping our bags at the desk at the Merida Airport at 4:30 AM, we are told that the flight to Mexico City has been oversold and some people would get bumped from the flight. Since we were going on to Houston, they asked if they could put us on the next United flight direct to Houston. Sure! We just avoided a layover AND got home an hour earlier than scheduled! If that weren’t awesome enough, they gave us breakfast vouchers while we waited in the airport. IF THAT WEREN’T AWESOME ENOUGH, they gave us 2 free round trip tickets for anywhere in Mexico to use in the next calendar year. Talk about customer service! Thank you AeroMexico!
ISSUE 2: Throughout all our AeroMexico flights and transfers, the airline did not lose our baggage once. (Bravo!) But of course, my sweet husband pulled his bag off the belt and then set it down and walked out of the airport without it – completely his fault. We realized this once we got home. We immediately called IAH lost and found and they told us that if had an airline tag on it, it would be given to the airline. We called AeroMexico and while they didn’t have the bag in their possession at the time, they took our info and said they’d keep an eye out. We figured we’d never see it again, but lo and behold, 2 days later, AeroMexico makes good on their promise and calls us saying they’ve found the bag! They hold it for us until we can come retrieve it. Thank you AeroMexico!
My one complaint about AeroMexico is that nearly all of their flights from Houston are routed through Mexico City, so you’ll likely have a short layover and the Mexico City airport is a bit of a zoo. But considering they do everything else right, I can’t dock a star for this minor inconvenience.

So we checked in at IAH for our 6:30am flight, the line was not long, we were in and out pretty quick. Arrived in Mexico City for our connecting flight and discovered my luggage didn’t make it there, although my boyfriend got his? Strange, we checked in together from IAH. AeroMexico rep in Mexico City was able to track our luggage and he assured it would make it’s way to Cancun (where we were staying) that evening. I was really distraught and wasn’t sure if it was or if they were just BS’ing with me. Luckily around 8:30pm it arrived at our hotel, I was born again! It was def. a big inconvenience on their part and really no reason why that happened, but I guess it does happen. I will say I am thankful to them for tracking it down and returning it to me that same day.

Well we made it there and back in one piece so I guess that is at least one star. The other star for it beginning relatively on time and one more star because my luggage was not lost. However it loses a star on the customer service and very slow check ins at the counters. The planes also showed sign of wear and tear.
The only reason we booked Aeromexico was because it was tons cheaper then our regular airliner. Next time I will just bare the cost and fly with my usual to avoid the slow check ins, the language barrier, the older and worn looking planes, and the the connection.