All passengers did their part and arrived on time at the gate. Departure was scheduled for 10:05AM. I was wondering why only start boarding late at 9:50. The aircraft was there since 9AM. Finally boarding, but then waiting 30 minutes in the cold gangway, only to return back to the gate. Waiting..... Obviously someone did not do their maintenance job.... and most likely there will be no consequences, and keep screwing things up, at the cost of the customer, who has no say. 3 hours delay! The aircraft appeared ancient: no outlets to charge the phone, even in first class. I received a free upgrade to first class, which was nice. Last year the delay caused me to miss my connecting flight in Houston, resulting in a 7! hour stay at the airport. Of course no credit or anything. What an incompetent airline!

I am supposed to be 3 hours early for international flight, flight is at 830am, been here since 530am, going on 630 am and not even open yet. The airport is crazy busy today. Thanks for wasting my time. I could of slept more. Hypocrites!!! Tell me to do something but you can't even be open to check my bag in.

AeroMexico took $1128.14 of my money by not authorizing a refund of my ticket originally purchased for an event that got cancelled due to COVID. AeroMexico did decide to keep my money by issuing me an "Electronic Voucher". My travel plans have changed, and I no longer need to travel to Mexico, so my Electronic Voucher will be forfeited or cancelled. In addition, I purchased a ticket back in 2020 for myself and my roommate. However, he is no longer my roommate and is no longer my travel partner, but I cannot reuse the ticket I purchased for him, because it is also non-transferrable. For $1128.14 of my money what I get is a "no further changes are allowed" email message from AeroMexico making me wish I NEVER purchased a flight with AeroMexico in the first place. Maybe my story will help deter others from doing same, and spending money on tickets with a company with such policies. If you must use this company, please consider other options, such as don't have unexpected events like COVID ruin your travel plans, or spend more money on refundable fares, so help you god. If my review deters someone from spending $1100+ dollars on this company, my work here is done

Worst travel experience of my life. We tried to check in on-line 24 hours before, their website was down. Flew from Oaxaca to Mexico City with a 3 hour layover in between. Our tickets said "standby" and the attendant in Oaxaca said "Don't worry, when you get to Mexico City, they will assign you a seat." About 45 minutes before boarding time? No employee at the gate. 30 minutes before? No one at the gate. A line of people is forming because they also do not have seats. FINALLY, about 20 minutes before boarding, ONE employee casually strolls up to the gate. THe line is a giant jumbled mess of angry people. When I get to the front, the employee tells me I need my immigration card. I will "not be ablt to board the plane without it!" So I run to the immigration centre, the lady says if I do not have it from when we arrive a week earlier, (P.S. NO ONE TOLD US TO KEEP THIS IMMIGRATION CARD!) Then I have to buy a new one! We run over to where we are supposed to buy a new one, they only take cash, we run to a bank machine. Anyway, needless to say we MISSED our flight because of this fiasco. Then at the Aeromexico customer service centre, we are told there are no more flights to Toronto, we have to PAY for a flight to Montreal instead. No apologies, no discounts, no nothing. As if this wasn't bad enough, their credit/debit machine ISN'T WORKING! So my husband is running to different bank machines trying to take out all this cash. They didn't even apologize or do anything about their machines not working and wouldn't let one of our family members give credit card info over the phone (Again, because their machine doesn't work)No apologies, no refunds, no nothing. So we get to Montreal and take a train to Toronto. After writing to Aeromexico customer service, we are told there is nothing they can do but "They hope we will still choose them as our preference!" WHAT. A .JOKE. DO NOT FLY WITH THEM! THEY ARE SCAMMERS and completely disorganized. I almost feel that they do this immigration card thing on purpose because no one told us we needed to keep it and they SHOULD HAVE EXTRAS for people to buy, at the gates, etc. I've also read on-line that other tourists missed their flights for this exact same reason. AVOID THIS AIRLINE IF YOU CAN!!!

I am a first-time and never again AeroMexico customer. In summary, I am giving them two stars instead of one because I had a positive flight experience. The attendants and the pilot were polite and competent and the food and beverages were great. If my experience with AeroMexico was isolated to the flight and initial check-in process, I would have given them four stars. Unfortunately, that was not the case. If you are ever unfortunate enough to have to fly with AeroMexico: 1. The customer service was absolutely atrocious. The Detroit AeroMexico crew were helpful, but everyone else we interacted with – especially in Mexico – had attitudes ranging from apathetic to disrespectful. 2. I have serious concerns about their information security practices. In order for my boyfriend to get a refund, he had to send them a picture of his credit card over unencrypted email. 3. Keep your boarding pass. Even better – take a picture of it on your phone and make a copy. Even though it doesn’t say it on the ticket, you will be expected to do AeroMexico’s recordkeeping for them because they can’t depend on their own system. If you’re still reading, here’s the full story: Back in April, my boyfriend and I flew to Mexico City from Detroit. The flight went smoothly and we had no issues. When my boyfriend tried to check-in for the return flight, there weren’t any records showing up for him. After calling their customer service and being volleyed between various representatives for 45 minutes, we were told that my boyfriend’s trip back to Detroit had been canceled because according to their records, he had never boarded the plane leaving Detroit and was not in Mexico City. Since that was obviously false, we decided to go to the airport in Mexico City and see if someone there could help. We arrived around 9:30 PM. First, we talked to a man who was directing people in the check-in queues. He recommended that we talk to his supervisor. My boyfriend explained the situation to her and she asked for his boarding pass from Detroit. He did not have it (really, who keeps their wadded up boarding passes after their flight?), but he did have: -His passport book with a stamp on the date we arrived in Mexico City -The customs form we filled out on the plane -A receipt for the bags he checked for the flight -Me and two other witnesses that could vouch for him being on the flight The woman said that she could not help us without the boarding pass. Apparently, even taken together, these documents were not enough. She recommended that we talk to the ticketing office. We proceeded to the ticketing office and talked to a man named Everardo Enriquez. Once again, after explaining the situation to him, he asked for our boarding pass. When my boyfriend showed him the documentation he had, the man told him that they could be fake documents. Without a boarding pass, he could not help us. My boyfriend ended up having to buy a separate ticket back to Detroit, which cost over $900. When we arrived in Detroit, there were not any personnel covering the AeroMexico desk. The next morning, my boyfriend came back to the airport and no one was at the desk. He walked around the airport until he could find an AeroMexico employee to point him in the direction of their office. The Detroit AeroMexico staff member he talked to was able to confirm that my boyfriend had boarded the plane in Detroit. Then, the reimbursement process for the ticket began. In order for my boyfriend to get his reimbursement, he had to e-mail a picture of his credit card to AeroMexico. When he expressed concerns about sending that information over unencrypted e-mail, the customer service representative advised him to hide the card’s expiration date and CVV number. They only needed his name and the credit card number (as would anyone else who may interfere in the e-mail transaction!!). It was the only way for him to get his money back. After about a month, my boyfriend received his reimbursement.