Aeromexico
reviews and complaints

Order No LMCRZL

Book No Q3XH06

E-ticket 139-[protected]

I traveled from La Paz BCS on June 17, 2022 going to Mexico City to Dallas, Texas. The plane from La Paz was late causing me to miss flight in Mexico City on Volaris airlines to Dallas Texas. When I explained the situation with Aeromexico they said they could not help me and said I needed to go with Volaris and check with them. Volaris said they had no way of helping because Aeromexico is who I originated purchased the ticket from even though they were the 3rd party. I had to purchase a new ticket and stay at airport till the next day to fly out to Dallas. This was not my fault and they should have helped me but didn’t.

My name is Luis Jacobo,

I had a scheduled flight from Spokane, WA to Cancun, Quintana Roo, Mexico on June 19, 2022; unfortunally due to a medical condition I had to cancel my trip. I called EXPEDIA which is the company I scheduled my flight with and they advice me to get medical documentation e-mailed to them so that I could be eligible for a 100% refund.

I emailed my documentation and now they are saying I have to contact directly Aeromexico for this since the airline is the only one who can process my case. I called Aeromexico and was told it had to be done by EXPEDIA since I booked through them. At this time I am just getting thrown back and forth between AEXPEDIA and AEROMEXICO and absolutely no one wants to take responsibility in this matter. I need this case resolved since I am undergoing medical treatment.

Thank you

Luis Jacobo

[protected]

[protected]@yahoo.com

Complaint #1:

Issue: Over sold flight / Poor Customer Service

Date: May 29 2022

Flight number: AM 0664

Origin: Mexico City

Destination: San Francisco, CA

We purchased the round trip from San Francisco to Mexico City on April 5th 2022.

» Cristian Diaz De Leon Barraza [protected]

» Alba Lisseth Leon Medina [protected]

» Camila Diaz De Leon Leon [protected]

When we arrived to the airport, it took an hour to complete the check in as the staff was extremely slow and coming and going from their desk very often. Check in needed to be completed in person as the Web Check in did not allow us to complete the process for all passengers (3 - my wife, my daughter, and me). My wife check in process was not successfully completed but no reason as to why were provided by the Web Service. When we received our boarding passes, my wife was not assigned a seat. The boarding pass showed "STB" but we were told by the Check in agent that she would be assigned a seat prior to boarding directly at the gate. Once at the gate, we were advised that my wife could not board the plane as it had been oversold and we would need to wait if there were any volunteers to take the next available flight. My daughter suffers from anxiety disorder and the way the Aeromexico staff managed the situation made her enter in crisis. Instead of taking the time to properly explain the situation, they were just running all over the place saying we could either take the two seats we had or simply loose the tickets and buy new ones for the next flight as they would only compensate the passengers with no seat assignation. I do not think this is the standard procedure for this type of situation. At the end someone did offer to stay and my wife was assigned a seat. The staff is very poorly trained on how to manage this type of situations and creates several issues. Now my daughter says she doesn't want to travel by plane again because she is scared she be separated from her family.

Complaint #2:

Issue: Airplane maintenance issue / Poor Crisis management skills from staff

Date: May 29 2022

Flight number: AM 0664

Origin: Mexico City

Destination: San Francisco, CA

During take off the airplane vibrated extremely high mostly due to the conditions of Runaway 5B in the Mexico City Airport. Due to the vibration, the mask compartment from Aisle 18 (A, B, C) opened and the oxygen masks dropped down. There was a married couple with their months old baby on the aisle and as one could expect, the family got upset/nervous not understanding what was going on. As passengers, we as well as others also got nervous as we did not know if all other mask failed to deploy or what was really going on. Once the airplane reach 10k ft one flight attendant approached the aisle to evaluate the situation. The passenger was really upset so she just said that how could that happened and that it was a "[censored]ty" situation, which honestly it was. Instead of deescalating the situation, the flight attendant ask the passenger if she had anything else to tell the Capitan and sarcastically told her that he was just waiting for her to ask to get back to the airport to fix the situation. He then asked another flight attendant in a high voice so everyone could hear, to advise the Captain the passenger said it was a [censored]ty situation. Not a single notice was given to all other passengers to advise on the status of the situation so we still don't know if that was normal or just an incident without further implications. They failed to make sure all passengers were ok and that everyone was informed of the situation.

I have been trying to have my name chagned for over a year! I've called, sent various emails and have yet to have the correct name on my account. Because of this I have lost points. I have been hung up on the majority of the times and have been given different explainations as to why a simple name change has not been made.

I contacted customer service on 4/18 was told the reason my name was incorrect was because they could not open my ID that was requested, at this point my account was chagned but the name was incorrect? If the change was made but incorrectly by club premier then they would have access to the ID.

I contacted customer service again today on 4/21 was hung up on 3 times, last person I spoke with Camila Rodriquez informed me that the chagnes would take anotehr 8 days but I needed to send my address again , Which I did at least 3 times. I sent it again.

My original email requesting the name change was made 5/24/21- with no response, until I sent another email using the same email change april 2002! please note that I sent various emails and contacted customer service various times throughout the year. spending hours trying to have my name chagned.

I bought airline tickets with Aeromexico on March 10th 20222, my trip was scheduled on July 4th with a return date of August 4, 2022. On April 10th I received an email from AeroMexico that they had changed my flight giving me more than a 3-hour layover, extending my trip from 11 hours to 16 hours. The options I was given were to change my trip to fly out of the same airport a day before or a day after, with the same flight times and layovers. They were offering me an electronic voucher to fly on a different date but refused to give me my money back for a change that they made. Unfortunately, this change does not work with my schedule. I called them on 4/10, 4/12, and 4/18 trying to get this issue resolved and get a refund, and have been unable to get this issue resolved. I was told that my fare is nonrefundable, however, they made changes that my schedule cannot accommodate.

My name is Rose Marie Valdez, Back in June 30, 2021 i purchased 2 tickets and then i cancelled the flight in October due to covid and a family member passing away. I got approved for a refund, however it did state it could take up to 12 months, however, i could get it sooner. i followed up in February of 2022 to ensure the refund was in process. i spoke to a gal from Aeromexico. she stated it was still in process and said to be call in a few months if i still have not received it. I checked back March 31 via email on April 4th and received a response from them telling me that my case was closed because they did not have enough information. I emailed the tickets, confirmation number of my approved refund and that was not enough. They stated that i have to open a new case. I emailed them 3 times Since April 4th asking how i go about opening a new case, however, i have not heard from anyone. if you approve a refund it should be granted. Call me [protected] for further documentation

Hello,

I purchased 4 tickets to Guadalajara from Chicago for December and I really needed to adjust the return date. I am willing to pay extra. Unfortunately I have not flown with Aeromexico before and I did not realize how inflexible they are about making changes. They were charging 130$ per ticket (extra) to have flexibility but I wish I had known. I think this is a malicious practice towards their clients. Why are they so inflexible even when I am willing to pay for the upgrade? They keep telling me that if I don't use. my tickets I lose me 3,185.00 dollars. Why do they treat their customers like this? In this economy you want to help your customers and keep them happy.

Hi there,

We are writing in regards to reservation # XSSGLJ. Today Saturday, 19th of March 2022, we spent from 10am - 7pm CST on the phone with AeroMexico. That is a full 8 hours of phone time with your representatives who were all unable to help us.

Before this happened, we tried to change our return flight from April 27 11:00pm MADRID to MEXICO CITY to June 2 MADRID to MEXICO for 11:40pm on the website and it failed MULTIPLE times in the morning.

Then we called customer service and we were told we could change the return flight but we had to pay. We tried to pay multiple times but we were told it failed for many reasons:

1) The credit card needs authorization but I called my bank and they confirmed that it was the merchant side. We tried another card and the same thing happened. So clearly, it was on AeroMexico's side.

2) There was already a reserved flight but they couldn't issue a ticket because of the system so they refunded our money on another card we used.

3) We called again and again and each time, they increased the price from $50 USD to $600 USD for each ticket difference in a span of 5 hours.

4) We tried to wait for a supervisor 2 times for 2 hours each time and we never got a hold of them.

At this point, we are very disappointed with the customer service and the system of Aeromexico for constantly failing what other airlines can do in 3 minutes on the website.

We would like a refund for our return flight ticket from MADRID TO MEX so we can buy another ticket for a reasonable price from another airline.

On February 5, 2022, we took a PCR COVID 19 Test because my husband and I were instructed to get one if we were to board our flight from Ciudad Juarez to Mexico City and then from there to Grand Rapids, MI. We had spoken to multiple customer service representatives who kept giving us different information. It was clear that they had no idea what they were talking about. We had asked if we initially needed that test or if we could get a rapid antigen test and board that same day. The representative informed us that it needed to be a PCR test and that we would be able to board the plane once we had received our results. Once we received our results today we called and booked the first available flight out and once we arrived at the airport and showed the negative results it turned out that it was no longer valid? Even though the results were received that day and the 24 hours were clearly not up. I was frustrated because we had to pay $500 to change our flight that we were not even able to board. Worst customer service and they clearly didn't know what they were doing. We will no longer be using AeroMexico for any future flights. Worst experience and waste of money on an unnecessary PCR test that turned out that my U.S. Citizen husband did not need to take at all.

Ticket number is: 1392123713583

My luggage was delay for 2 days and it was damage.

My trip started from my home Vancouver - Canada (where I am permanent resident) in August 15th. Later when I arrived to Mexico City I missed my flight, I paid for it and I changed the flight for the next day and also, I asked for my luggage back by your staff told me that it will be safer if I just leave it with them, I trust them and I left. I was able to board the next day, in the checking process the agents checked the location my luggage to make sure that it will be in the plane, they assure that everything was fine and I took the plane.

When I arrived to Ecuador can you imagine my surprise that my luggage was not there. I was told that it will be arriving by priority in the next hours. Well, it did not happen because it arrives 2 days after my trip, I had to buy clothes and basic hygiene products to survive those 2 days and the worst part was that when finally, I received my luggage the handle was broken and it was scratched all over. I report it and the agent said that she needs to talk to the supervisor and she will give me a call, that call never happened and she did not give me any paper.

Im trying to change one letter on one of the 5 passengers and im not alow just becuse I have the basic price so we have have to cancel the trip to mexico, why can aeromexico help me with this is one letter the name that need to be correct is mariah lynn cruz by accident input linn but it supposed to be lynn this is extremely important for me and my family we need help with this project asap but when I call aeromexico they send me here but every time I summit my complaint it comes back asking for more stuff but when I try to find out what you guys need there's nothing what's going on

This my last email to Aeromexico:

I have been calling your customer service in Canada + USA + Mexico. No one ever helps me or transfers me to an agent within Club Premier.

I keep leaving messages, sending emails to support, using online chat, everything! But you never answer, or call me back!

I have spent hours of anger and frustration dealing with you. Do I think Aeromexico's Club Premier is good? So far your customer service is zero out of ten!

I have called your corporate number to file a complaint per the instructions online. But this number is for personal sales and travel agents. NOT CORPORATE AS INDICATED.

I am so disappointed with your service, I want to file a complaint, and I want my issues resolved!

My flight reservation number MNDBOK has been changed many times since my booking. I have received emails saying I can receive a full refund or one year voucher, but cannot receive either online….I must call in. Each of the 3-4 times I have called to resolve this matter I have been left on hold for 2 hours! So far today I am on hold for nearly an hour with no end in sight, and after she said "please hold a MOMENT"! This is the worst customer service I have ever encountered. I demand you resolve my issue immediately. I cannot waste any more time on hold.

Kari L Getz
[protected]@gmail.com
[protected] USA

Reservation Code: GPBWUT for Rocio Teresa Torres
AND
Reservation Code: VMSDWG for Jose Alberto Manrique

I purchased tickets through Aeromexico. When I called to make a change to my return flight, I was told that there was a no-go hold on my reservation until I could show my ID and the card that was used to purchase the tickets at the airport counter.

Our flight was scheduled to depart at 6:10am. We showed up early at the airport and waited for some time at the Aeromexico counter before being told by an airport employee that Aeromexico's counter doesn't open until later in the day.

We went to the Delta Airlines counter; that agent was unable to remove the hold. I called Aeromexico Customer Service; that agent told me that it could only be removed at the Aeromexico ticket counter, but they didn't know what time the ticket counter opened. The times weren't posted anywhere online or elsewhere.

Delta verified my identity and the card I used to purchase the tickets: the agent attempted to remove the hold, but couldn't. We went back and forth in the airport to both terminals. The Aeromexico customer service could not do anything to help me. I called the online telephone number given for Aeromexico at the Sacramento International Airport: it is not in service.

We missed our flight. We are not flying for a vacation. We are going to my father's hometown because he passed away. This has been a terrible experience for us with Aeromexico.

Please process the refund as soon as possible to the same method of payment.

AND

Please update contact information for Aeromexico at the airport. Create a better system and/or enable other airlines to remove "no-go" holds when the required credentials are presented.

Thank you.

On Sunday 9/26 flight URCTWV I was instructed by the agent to pay for my carryon luggage. I had two items (backpack and a carryon) and explained to her that I was allowed to bring them on the plane in San Francisco and why do I have to pay for this now? She said your in Mexico and not SF so I paid because I didn't want to get into an argument and my flight was a little over an hour away and I still needed to pass through the checkpoint. As I arrived at the gate I noticed other passengers with larger carryons then the one I was instructed to check-in and there were quite a few passengers who had 3 items (purse, backpack, and carryon) the flight. My question is why was I charged to checkin my carryon when other passengers had more items than me and larger carryon's?
My carryon was much smaller than what I saw at the gate. I was so upset that other passengers were allowed bigger carryons and a decent amount of passengers with 3 items. It doesn't make any sense and I still do not understand why. You need to be more consistent if that is how you're going to operate. I shouldn't have been charged for this if others were allowed more than 2 items. I would like a refund for my checked bag.

We booked a family trip back in July for over Thanksgiving. Aeromexico has changed our flights more than once. It causes a missed connection and they cannot provide another flight that can get us home on our scheduled date of travel. We requested a refund several times. We have been given the runaround many times. We have submitted necessary forms and requests. We have called and been hung up on nearly 10x. We've been told we will be put on hold and no one comes back.
As per policy, if you cannot provide a flight home on our scheduled date, then we do quality for a refund. Please do so already so that we can try to salvaged this family trip for the holidays with our children and rebook elsewhere that can accommodate our travel dates.
I can't help but think this has something to do w Aeromexico attempting to file for bankruptcy? Why else are so many people being treated so poorly and given no options by your airline?

with above mentioned resevertions we booked flights with Aero Mexico
Not a happy customer. We upgraded to business class on 2 of the flights Amsterdam to Mexico City and Mexico City to Amsterdam. The other 2 flights were premium economy. With reservation JUDDVT I booked the wrong flight from Cancun to Mexico City s with reservation WHDIYR I booked a new flight which was not found at check-in, so we ended up flying economy.
At the end of the First flight from Amsterdam to Mexico city I asked a steward a question about the wheelchair assitence i resquested. I got an really rude answer, not 1 time, but 3 times. When we flew back we wanted to go to the lounge in Mexico city, when we arrived there a gave our boarding passes, we were told in the most rude way that we were not allowed because we upgraded through a promotion, which we did not. We were even accused of trying to sneak in, we ended up paying for it, which was a huge mistake, because it is not what was promised. We are very disapointed with aero mexico and will never fly this again. By the way in Amsterdam we had no trouble getting in to the lounge. My email is [protected]@msn.com Kind regards. Jacqueline van der Ree

Mr. Andres Conesa Labastida/CEO
C/O United States Customer Care,
3663 N. Sam Houston Pkwy E,
Suite #500, Houston, Texas 77032.

Ref: Airline Ticket & Reservation Number:...
Passenger : Dale R. Young (E Ticket: [protected]) &
Maria L Austin (E Ticket: [protected])

Subject : Request for a written explanation and Refund.

To whom This May Concern

Without prejudice;

I, Dale R. Young (E Ticket: [protected]) & my travel Companion (Maria L Austin E Ticket: [protected]) seek clarification and an explanation please around the actions of Aeromexico Customer service, baggage, and Ground Staff Of "AeroMexico" at our transit flight from TUXTLA GUTIERREZ Flight AM 317 on 27th Jul (seat 14A & B) To : Tucson on flight DL 642 (seat 29 D & F).

Upon arriving at the Mexico City Airport at our transit gate (Main 2) from our connecting flight with Flight : DL 642 on the 27 Jul, we were told by the Gate supervisor that we were too late for our Connecting flight and (at no fault of our own) that our bags will now be off loaded where we can Collect them and then go to another office where we would be able to transfer to the next flight at no additional cost.

We did not receive our bags as the assumption was that the bag was not offloaded and in fact had been sent on the aircraft to our destination without us.

The next time I had seen my bags was at the final destination Tucson International Airport almost a week later. They (The Bag Ref [protected]) went missing from our connecting flight with Flight : DL 642 on the 27 Jul.

Am I correct in this idea that baggage should not be sent on any commercial passenger aircraft into the USA without the passengers on the aircraft?

I request Clarification as I understand all kinds of rules and regulations come into this incident and I understand that based on IATA General Conditions of Carriage of which the air carrier Aero Mexico and Delta Airlines are members.

With the result of the disruption to our travel :
A) We were not re booked on the next available flight.
B) Our Bags were not off loaded or returned to us.

We were left with no assistance, direction or help. We were stranded in Mexico City Airport. We had to find accommodation, purchase toiletries, underwear, clothing arrange for transfers & find alternative travel to Tucson.

I wish to note the following articles of carriage: Article 3 (Ticket Prima Facie Evidence of Contract) 3.1 -3.1.2.

We look forward to your earliest reply.

Kind Regards

Mr. Dale R Young
Tel: +[protected]

I'm a travel agent and in all my 30 yrs of experience, I had never been sworn at by an airline agent. My client under booking # RSFWQD had a dog in the cabin and I was transferred to another dept to make the payment on SEP08/2021. This AM impatient agent by the name of Jesus should be fired in my opinion. He swore the "F" word at me for not being able to give him a pet confirmation code. I didn't have the code he was talking about so I began giving him the pet ticket number, client's ticket number and PNR. He was rude the entire time on the phone and it sounded like he had a really bad day on that day. He raised his voice several times and I told him he didn't need to be pissed off as I'm trying to provide all the information he required. Such an arrogant agent who is totally not suitable for this customer service job!

My name is Kelli Parks. I booked tickets for me and my husband Dwight Parks to travel to Cancun, Mexico on 8/22/21. We applied to renew our passports on 6/1/2021. We had no ideal we would not have our passports in time for the trip. I sent the applications through US postal service certified and thought that would be more than enough time to have received the passports in time for the trip. We called to find out the status of our passports and was told they are being processed. Even to have them expedited we would have to travel for an appt. 1300 away to a passport office. I was told by customer service rep at Aeromexico that the airline tickets I purchased is the basic and no changes can be made. Please we are not wanting a refund, but only to change the date because we haven't received the passports. The recent storm is also a factor for tourist who traveling to Cancun, Mexico this weekend. It should be some exceptions that can be made to help people with issues such as me and my husband has for delayed passports. To lose almost a $1000 dollars with no remorse from the company because we bought the basic plan is not good policy. If we had known that we would not have our passports in time for the trip, I would never have booked tickets or hotel reservations. Please we are asking can you make an exception to help us not lose our money we paid for the tickets. Thank you The reference number is QVZTUM. Email address [protected]@yahoo.com