Aeromexico review: Lost luggage

On June 30, 2023, I travelled on AM 601 from YVR to MEX. When I went to check in for my flight, the attendant told me that I needed to check my luggage due to AM having a full flight, as the cabin would not have enough space. My luggage was the correct size and weight (10 kilos) to be a carry-on. I advised the attendant of this. However, she re-stated that bringing my luggage as a carry-on was not optional. She checked my luggage at no extra cost. This shows that my luggage was the correct size and weight to be considered a carry-on; otherwise, I would have had to pay to check it in.

Upon arriving at my destination and waiting for my luggage for more than 90 minutes, I realized my luggage had not yet to arrive. I spoke to an extremely rude airline representative who took my information and told me that my luggage was never put on the plane and most likely, my luggage would arrive on a later flight. I explained to the representative that the following morning I was to take a plane to PVR to take part in a friend's wedding and that I had all my wedding attire in my luggage. He shrugged his shoulders and commented "There is nothing I can do; you better find something else to wear." Reluctantly he filed a report for the lost luggage MEXAM 62072, signed by Garduño, your representative at the airport.

The following day (July 01, 2023), before taking the plane from MEX to PVR (AM 332), I inquired at the AM luggage claim office in MEX, where I was informed that they had yet to learn where my luggage was, but if it appeared, Aeromexico would contact me and will bring it to PVR. I had to be part of the wedding wearing the same clothes I wore on my flight from Vancouver to Mexico to Puerto Vallarta and for the next five days suffered with what to wear . On July 05, 2023 I returned to Mexico City on AM 333. I returned to the AM luggage claim, where another costumer care representative, Jonathan Moreno, completely dismissed the importance of the matter and with a very offensive manner, declared that my luggage was in Manila and that I needed to wait to get it back. But Mr. Moreno’s rudeness was not only directed to me, but to everyone looking for information. From that day, I had to call Aeromexico's lost luggage call center every day only to get different answers, like "Your luggage is on its way to Mexico” or “Philippines Airlines does not respond to our emails” or “We found your luggage: it is in Manila” (when I already knew this information since July 5, 2023).

My luggage was lost on June 30, 2023, and I finally received it on July 20, 2023, a total of 21 days in which I never received an email or phone call from any of your representatives. I spent 21 out of my 28 days trip without my belongings, under stress, frustrated with how all this was handled and how I was treated. A holiday planned for almost a year, all ruined by a combination of human error but most importantly the indifference to my situation and an extremely unprofessional attitude from your staff that cost me a lot of trouble and frustration.

Therefore I am seeking compensation for all expenses based on Article 17 of the Montreal Convention.I would like you to receive the compensation I am entitled to.