This airline has the worst customer service ever. All the other airlines have reimbursed due to the pandemic, but not this one. Zero flexibility and the response time is months.
Worst experience with an airline. I would give zero if possible.

The airline was on time and service equals that of most regional carriers. Arrival in Mexico City however required bus transfer to the main airport terminal and we later learned there is a train which would have been much faster. No information was offered for transit passengers to know about this. It was also a bit confusing at the main terminal as the bus dropped us at the ground floor and signs directing passengers to customs are limited and confusing.

Interjet with whom we had booked a flight that worked well with our international connection canceled the original flight and rebooked us on a flight 20 minutes after our inbound flight from LIM was due to land. An impossible connection. So, we filed for a refund and got a full refund. And, booked on Aeromar whose entire fleet is turbo-prop. They were 20 or so minutes late leaving as the inbound flight was delayed but the service at the counter, boarding and board was excellent. The big win was there was no charge for the two bags we had to check as we were traveling for a long period of time. I would have rated them excellent other than their tardiness which on balance was a very minor inconvenience and me realize that I was now on Mexican time. I would certainly recommend them and fly them again.

Flight cancelled forty five minutes after stated departure time. No staff at desks to organize different flight left to own devices.Staff member came to waiting room said flight cancelled and could answer no questions.only alternative was to collect checked baggage and book through a different company.

Due to Aeromexico being late, we missed our flight with aeromar. Even though we tried to check in with them at the airport and we had to buy tickets with another airline in the airport as that was their last flight, they cancelled our return flight. Would not allow us to check in, etc even though the flight was paid for. This cost us an additional $600.