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.

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.

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.

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.

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.