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Aeromexico

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

Overview

3.03.0 of 5 bubbles11,730 reviews
Legroom3.5 of 5 bubbles
Seat comfort3.5 of 5 bubbles
In-flight entertainment (WiFi, TV, films)3.5 of 5 bubbles
Onboard Experience3.5 of 5 bubbles
Customer service3.5 of 5 bubbles
Value for money3.5 of 5 bubbles
Cleanliness4.0 of 5 bubbles
Check-in and boarding3.5 of 5 bubbles
Food and beverage3.0 of 5 bubbles
About Aeromexico
Airline Alliance
SkyTeam

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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11,730Reviews
2,031Photos
100Tips
3.0
11,730
Excellent
3,105
Very good
2,951
Average
1,753
Poor
978
Terrible
2,944

Popular mentions


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Aleksandra P
4 contributions
1.0 of 5 bubbles
Horrible experience - Never travel with them
Mexico City - NewarkUSA
xperience with Aeromexico in a long history of having flown with various companies. We lost a flight because at the check in for the return flight they gave us wrong information constantly, inventing that extra certificates were needed for a dog (resident in USA) for which before the trip we consulted their call center, checked on their website and consulted a vet in New York to make a full check up and update all vaccines prior the trip so we were well prepared. At the check in they invented another certificate about some new worm - where the vet should have confirmed the dog doesnt have open wounds which he didnt and was indicated on the certificate but they gave us indications at the counter to call our US vet which we did, we got an updated certificate fast on that specific worm/open wounds (as they had checked him prior to the trip) and then after we presented it they told us it should actually be issued in Mexico and wouldn’t let us check in making us lose the flight (no replacement offered for another ticket or hotel stay knowing we lost the only direct flight from MXCD to NY)so we had to get other connections extending our trip to 12h (and upon arrival in the US nobody asked that certificate). Horrible service and treatment of customers in general.
Date of travel: February 2025
2.0 of 5 bubbles
Legroom
2.0 of 5 bubbles
Seat comfort
2.0 of 5 bubbles
In-flight Entertainment
1.0 of 5 bubbles
Customer service
1.0 of 5 bubbles
Value for money
2.0 of 5 bubbles
Cleanliness
1.0 of 5 bubbles
Check-in and boarding
1.0 of 5 bubbles
Food and Beverage
Written February 18, 2025
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.

Carol W
1 contribution
1.0 of 5 bubbles
Lost luggage
Cancun - OrlandoUSA
Suitcase went missing. Flew from Cancun, Mexico to Mexico City. Transferred flight back to original destination of Orlando, FL. Filed a lost luggage with Aeromexico. A JetBlue customer was given my suitcase 9 days later. The JetBlue customer flew from Cancun to Tampa. Filed a lost luggage claim. My suitcase was given to that JetBlue customer. We were called. Many phone calls to JetBlue and Aeromexico. JetBlue finally shipped my suitcase home 16 days after it was lost. Filed a claim with Aeromexico. Requested reimburse for clothes and toiletries needed while still away without a suitcase. A month and a half later they offered less than a third of the expenses requested.
Date of travel: January 2025
5.0 of 5 bubbles
Legroom
5.0 of 5 bubbles
Seat comfort
5.0 of 5 bubbles
In-flight Entertainment
1.0 of 5 bubbles
Customer service
1.0 of 5 bubbles
Value for money
4.0 of 5 bubbles
Cleanliness
5.0 of 5 bubbles
Check-in and boarding
3.0 of 5 bubbles
Food and Beverage
Written February 16, 2025
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.

Paul V
2 contributions
1.0 of 5 bubbles
TERRIBLE EXPERIENCE WITH AEROMEXICO.TRY TO AVOID THIS AIRLINES.
Los Angeles - Mexico CityMexico
I have a bad experience with this AIRLINES. I purchased a ticket and somehow they make an error that I was not on that flight. First, I fall in line to get to the counter for around 40mins. Then the problem starts. They directed me to try the KIOSK check in. I was not successful so I go back to the counter and the rude LADY directed me to fall in line for another 20min. Still not settled and they asked me to call my agent. Then I was asked to fall in line again for another 15mins. They finally corrected the problem that was Aero Mexico error. I almost missed my flight and it was so frustrating and I was having anxiety attack thinking that I will not be with my wife on that flight. In my opinion, I should not have to go back in line again and again because the problem was their mistake . It was absolutely wrong for them to tell me to go back in line.
Date of travel: February 2025
2.0 of 5 bubbles
Legroom
4.0 of 5 bubbles
Seat comfort
4.0 of 5 bubbles
In-flight Entertainment
1.0 of 5 bubbles
Customer service
3.0 of 5 bubbles
Value for money
4.0 of 5 bubbles
Cleanliness
1.0 of 5 bubbles
Check-in and boarding
1.0 of 5 bubbles
Food and Beverage
Written February 16, 2025
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.

Christine J
1 contribution
1.0 of 5 bubbles
Disappointing Experience with Aeroméxico – Unethical Payment Practices and Poor Service
San Francisco - Mexico CityMexico
My recent experience with Aeroméxico was deeply disappointing, particularly due to their questionable payment policies and lackluster customer service. One of the most concerning issues was their baggage fee policy. At the airport, I was informed that **checked bag fees must be paid in exact cash**, with no option to use a credit card or larger bills. If passengers do not have the precise amount, staff members often fail to provide change unless explicitly asked, creating a frustrating and unethical customer experience. This practice feels intentionally misleading and unprofessional. Beyond this, the overall service left much to be desired. The check-in process was disorganized and inefficient, with long wait times and a general lack of assistance. Once onboard, the experience did not improve—seats were uncomfortable, the cabin was not well-maintained, and in-flight service was minimal, with flight attendants appearing disengaged and inattentive. To make matters worse, my luggage was delayed, and upon arrival, it was damaged. When I attempted to address the issue, customer service provided little support and was largely unresponsive. Aeroméxico’s lack of transparency, poor service, and unprofessional handling of basic customer needs make it difficult to recommend this airline. For those seeking a smooth and reliable travel experience, I strongly suggest considering alternative carriers.
Date of travel: February 2025
1.0 of 5 bubbles
Legroom
1.0 of 5 bubbles
Seat comfort
1.0 of 5 bubbles
In-flight Entertainment
1.0 of 5 bubbles
Customer service
1.0 of 5 bubbles
Value for money
1.0 of 5 bubbles
Cleanliness
1.0 of 5 bubbles
Check-in and boarding
1.0 of 5 bubbles
Food and Beverage
Written February 12, 2025
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.

Aaron F
1 contribution
1.0 of 5 bubbles
Bad customer service
Mexico City - OaxacaDomestic
Booked accidentally for the wrong date. And had a very negative experience with customer service. Called immediately, and then was told the refund would come within two weeks and then got a note saying they would not refund.
Date of travel: February 2025
Written February 9, 2025
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.

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Showing results 1-5 of 2,031
First Responder Resilience
San Francisco, California
17 contributions
1.0 of 5 bubbles
read the fine print, which is difficult to find
Read full review

Andy Sotto
London, United Kingdom
6 contributions
1.0 of 5 bubbles
I paid for extras that weren’t given and then I have to make a complaint and wait to get my money back. Terrible customer service.
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TravelerScott2017
Vancouver, Canada
2 contributions
1.0 of 5 bubbles
Avoid this airline
Read full review

Miss A
1 contribution
1.0 of 5 bubbles
Make sure you pay, for seat selection of you travel with family they won't seat you together
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Flore D
3 contributions
5.0 of 5 bubbles
Just make sure to buy all the extra luggage etc that you need before hand.
Read full review

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Baggage fees

Domestic Mexico
Carry-on bag:Included
1st checked bag: Included
2th checked bag: C$94
3th checked bag: C$177
4th checked bag: C$177
Each checked bag maximum 50lb/22kg
Mexico to United States
Carry-on bag:Included
1st checked bag: C$43
2th checked bag: C$79
3th checked bag: C$258
4th checked bag: C$286
Each checked bag maximum 50lb/22kg
Mexico to Canada
Carry-on bag:Included
1st checked bag: C$30
2th checked bag: C$65
3th checked bag: C$215
4th checked bag: C$240
Each checked bag maximum 50lb/22kg
*Please confirm baggage fees on airline website.
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