Terrible experience. The crew were useless. Allegedly, the system committed an error with my paid seat, and I had still to travel on the same one that was assigned by the system. They didn’t give me back the money, they just gave me a QR to put a complaint and threatened me with not flying if I continued complaining. Terrible customer service. They won’t be there to help.

Flew from Vancouver to Cancun with a stop in Mexico City. Upon boarding the plane in Mexico City I was feeling extremely lightheaded and dizzy. I told this to the flight attendant and asked for a glass of Coke to level out my blood sugar. She looked at me and replied “no, you have to wait” and turned and walked away from me. So I sat there with my head swimming thinking I was going to black out until the drink service began. Once I had a drink, I felt better.

When I arrived at my hotel, I sent an email to the airline explaining the situation thinking they would be apologetic but to my surprise they told me that for security reasons, they must follow established protocols. I’m not exactly sure how asking for a glass of Coke is a security risk. When I inquired how it was a risk, they said that unless it was a medical emergency, they could not deviate from established protocols due to security reasons. I also asked how they determine what qualifies as a medical emergency...I still have not received a reply to that question.

Needless to say, this is (in my opinion) unacceptable “customer service” and will never fly with this airline again.

If you have a layover DO NOT TRAVEL AEROMEXICO! Delta had our layover and they would not book our seats nor would AEROMEXICO! Terrible 1st impression then OSIEL with AEROMEXICO refused to transfer me to a supervisor. Delta and AEROMEXICO are not communicating and we can't get our seating!

Can't change seats even if they're website is down once they select it for you. They gave us such a hard time to seat family members that booked together next to each other. They put us on separate rows. We would've paid to sit together but they website kept glitchong for 3 days. The day off check in our seats were selected for us. You also, can't put your luggage anywhere besides right above your seat. If there is space in the front of the cabin they will make you move it to store luggage exactly where you are sitting.

Subject: Request for Refund Due to Flight Cancellation

I am writing to request a refund due to a schedule change resulting from a mechanical failure on AeroMéxico flight AM-697 on January 30th at 11:30 PM.

The original flight, AeroMéxico AM-697, was scheduled to depart on January 30th at 11:25 PM and arrive on January 31st at 7:00 AM. Unfortunately, it was canceled due to a mechanical issue. After more than two hours of waiting for updates, we were informed that the flight was canceled and instructed to collect our checked baggage before proceeding to the AeroMéxico counter at YVR airport.

After waiting for another hour at the counter, I was told to check my email, where I found that a new flight had been booked for me without my consent. This was extremely inconvenient, as I needed to be in Mazatlán by the afternoon of January 31st for an urgent matter. I asked the AeroMéxico representatives if they could change my flight to a later date, but my request was denied. I also inquired about the possibility of receiving flight credit or having the return portion of my ticket kept active so that I could purchase a different ticket, but again, my request was refused.

Many other passengers faced similar issues, and after numerous calls to customer care, we were told that we had no choice but to accept the newly assigned schedule or risk losing our entire ticket booking.

As a reputable global airline, I believe AeroMéxico should be accountable for its failures and provide appropriate compensation to affected customers. I sincerely hope that my review will be taken seriously, and that AeroMéxico will act professionally in addressing this matter.