Do not fly with them if you need a medical device, they will charge for it, even though they are not supposed charge you for it. I called headquarters and they told me pay and request a refund afterwards. Horrible customer service. I had other carry on luggage which I could have taken inside the plane but since the rep decided to deal with medical at end, I had no choice but to pay.

My family planned a trip to Oaxaca end of October, flight was delayed 4 hours caused by the mechanics of the plane. The delay caused us to miss our connecting flight in Mexico City. They then had no flights for more than a week that they could get us on. They'd take us to Mexico City and no guarantee they'd be able to get us to our destination! They wouldn't give us a refund at the airport, told us we needed to call the customer service! So I have... 3 times! Each time they tell me they can't help and for me to email. That I can only get a refund if I email. I've emailed 3 times since October and NEVER get a return email! Don't fly Aeromexico! They don't value customer service or their commitment to get you where you paid them to take you! Just disgusting service!

Their team, especially Diane, is uncommunicative and promotes questionable practices on behalf of Aeromexico. It deserves 0 stars; this company is nothing but sheer incompetence. Customer experience is probably worst I have ever experienced. Their employees stole from us after mishandling our luggage (which caused its own set of issues and high costs) on a trip a couple months back (in total amounted to $1,653.70 USD), and despite our efforts to seek assistance from AeroMexico representatives at various points during our journey, we have been met with unhelpful responses, confusion, and significant delays in resolving this situation

Terrible customer service, but yet strict on their policy. You get what you pay for I suppose...

Bad service, flight delays, very few flight options.