Aeromexico
reviews and complaints

My wife and I booked roundtrip tickets from Mexico City Puerto Villarta outbound on January 6th from Mexico City to Puerto Villarta and return for Friday January 12th at 6:18 pm.

At 2:48 pm on Thursday January 11th I received an e-mail the flight was cancelled and we were rebooked for a Monday flight - completely unacceptable.

After talking with AeroMexico they booked us on a Sunday flight with a 6:00 am departure.

No compensation was offered for any inconvenience - when I asked I was told that is another department.

Our flight from Mexico City back to San Antonio, TX left on Saturday January 13th at 1:35 pm.

As a result of AeroMexico's cancellation we incurred an additional expense of $568 for tickets with Viva Aerobus.

Disgraceful service, no empathy, no provision for assistance - I will NEVER fly this carrier again. They also charge obscene amounts for checked bags - $108 for one bag.

In November 16, 2023, Thursday, we missed our connecting flight from Mexico City to Los Angeles, USA. Flight AM 642 time, 14:10

Reasons we missed our flight was because -

1. no boarding time printed on the boarding pass

2. no one told us we had to be at the gate an hour before the flight time

3. we were at gate 57 by 13:30

4. we didn't hear any announcements in Spanish or in English regarding our

flight

5. When we hear the announcement, walked to board, the attendance looked at the boarding pass, rudely told us we missed the flight, the time was around 14:25

6. We had to purchase tickets for the next flight. There were 4 of us. They had exactly 4 tickets left. 3 economy ($820 each) 1 business class $1725.30

7. This was when the clerk told us to be at the gate at 18:15, the flight time is 19:15, the gate number was posted on the monitor at 18:00

8. The plane didn't take off till 19:45

I booked by first class seat 1A at the time of booking with delta, when I checked in to my flight i was assigned a boarding pass with no seat assigned, I was then held up at gate and told I did not pay for my flight! Then once they found my information, I was assigned to sear 3F, and the video monitor and seat did not work. The whole boarding experience was embarrassing as I was yelled at and was told I didn't pay! terrible gate agents and terrible service.

A ticket was purchased for a friend to fly Dominican republic to Mexico. He was denied the flight and the ticket was cancelled. Aeromexico confirmed the cancellation and that a refund was due.

I have been waiting 11 months for the refund and despite numerous emails and computer generated replies, still await the refund

Reservation code CCFGZL Date 22nd,September 2022

Ticket number [protected] Issued by Aeromexico

Issuing Agent Aeromexico/SSW Agent location USZ WEB USA NJ

Vat fiscal ID RFC:AME880912189

PAYMENT DETAILS DEBIT CARD XXXX XXXX XXXX 9121 by Michael Edward Andrews

Passenger Eugene Mesalan. Travel date 13.Oct.2022

I have a copy of document :TICKET REFUNDED:

1 of 501

AM 655

Linda Ledesma

Attachments

11:40 AM (4 minutes ago)

to ledesma.l

Date: July 26, 2023

TO: Aero México Customer Service

FR: Linda Ledesma (Eticket [protected])

Tirza Martinez (Eticket [protected] – 4)

Kimberly Spencer (Eticket [protected] – 5)

To whom it may concern,

On Saturday, July 22, 2023, we were scheduled to fly to Mexico City from Santo Domingo at 6:55am (flight # AM 655). On this day, we boarded on time but were held in the plane for over 2 hours with no AC nor water. We were then told that the flight was cancelled due to mechanical issues. We had to exit and head to the airport so that accommodation could be arranged for our return. Once we entered the airport, there was no guidance, no one to tell us where to go. Everyone on that flight were chaotic. We went to the desk of Delta, who told us we needed to go to Aero México for this. There were no Aero México staff on the floor. We found out that there is only one plane out of that airport and as soon as they are done, they leave for the day.

I felt abandoned. I wanted to cry. We scrambled in attempts to find a flight that day. All 3 of us had to be at work the following day. There was no way we could wait another day, so we purchased tickets from American Airlines @ $300/each. We spent an entire day waiting, we had to spend money to eat, we had 2 layovers (Miami and Arizona) totaling 12 hours. This was such a horrible experience and VERY disappointing.

I am asking to be refunded the original flight home, the additional monies we used to pay for the American Airline flight AND compensation for the additional money spent. Please keep in mind the time and money spent eating and having to sleep on the chairs during our layovers. I cannot express how disappointed I am. I am a firm believer in great customer service. I work for a fortune 500 company, my standards run high and this is totally unacceptable.

Attached, you will find the tickets purchased for American Airlines, which does not include the $35 luggage fee. Below you will find the info on the person who purchased the tickets and her info:

Tirza Martinez – CADL A3162045

First 4 & last 4 – 5175/7667

Linda Ledesma

Ledesma.[protected]@gmail.com

[protected]

Noticed my name was incorrect on my reservation. Called on 6/30/2023 and spoke to Jose Gomez about correcting the error. He told me he was unable to fix it and the only option was purchase ANOTHER ticket at full price. When I expressed I was unhappy and could not believe that a computer error was the issue, he cut me off to quickly say it was not Aeroméxico’s fault and the error was my fault. He was VERY argumentative and asked why I felt he was not providing basic customer service, he eventually put my on hold for 30 minutes after 10 requests to be transferred to his supervisor. Here is a list of the poor behavior I experienced today:

1. Argumentative

2. Cut me off

3.refused to transfer to a supervisor

4. Asked me to explain what I considered poor customer service

5. Blamed me for the error and purchasing the ticket with the error

May 24 fly from Vancouver Canada to Mexico City flight # AM 695 had a very long lay over in Mexico City and lost a whole day of traveling to get to Ixtap, Mexico on flight AM 2454. Then I finally get to Ixtap. On my way back home back to Mexico city on flight AM 2451 May 31, 2023 the plane was late making me miss my connecting flight to Houston, USA. Houston had no personal at the AreoMexico counter and I waited on hold on my cell for customer service and never ever got an answer and my cell went dead. So I paid for a hotel and meals out of my own money until my next flight was leaving. I'm not asking for any money back but I think I deserve to get a travel voucher/credit for my inconvenience.

I purchased a flight for 3k. The main aspect I took into account while booking it was the short layover. My mom is disable and travelling by herself, so I did not want her to have a long stay at the airport. They changed my flight from a 3 hs layover to an 11 hs layover and when I call for explanations they told me I had to pay if I wanted to bring it back to 3 hs of layover. This is robbery, its not cool. More when you are actually paying more in order to get a small wait. waiting for 1 h and 45 min on the phone to get to a supervisor.

I was getting my boarding pass the lady check my passport then she told me my bag weighted to much. She said I would have to pay $250 she asked if i could remove some stuff. I told her I had a gym bag with stuff in it she said remove that so I went and removed it. I went back to see her she went to break I waited for the next lady when she came to attend me she said it was to late to board that they wouldn't take my luggage anymore. I said this can't be the lady just told me i was fine had she told me i needed to pay the $225 or not board I would have paid the $225 she was the one that said I was good. So the lady called where they were boarding and they said they would let me on. So she ran my passport and then they called her again and said no they will not let me on. This is not right I asked to see the Manager from Aeromexico he took like over 2hours to see me he talked to the lady from that told me I could take my gym bag and admitted she didn't tell me just paid to get on. She even apologized and even like this they didn't do a damn thing for me of get me another flight. I had my girl friend and my son waiting for me. I lost a lot of money at motel, flight and making arragments for my girlfriend and son.

On April 10th, 2023 I purchased tickets for me and my husband from CDMX to Merida.

I went on the Aeromexico website and tried purchasing our tickets. Received an email saying my payment could not be processed, but the tickets would be on hold for 24 hours, that I should retry payment.

The payment had already been debited from my bank account, but I assumed this was a temporary hold. Because the 1st payment didn't work, I tried with a different Visa Card.

I got the same error and same resolution as the first try and decided to call Aeromexico to finalize the purchase over the phone.

I made the purchase over the phone with the 2nd card I used. So when I logged into my banking profiles I could see 1 charge for Aeromexico on Bank 1, and 2 charges for Aeromexico on Bank 2. So I was charged 3x the total.

I called Aeromexico April 11th, just the next day and was told in a couple of days the transaction should be refuned. I expressed my concern as I was going to Mexico the next weekend and needed this refunded ASAP.

They told me not to worry. I was in Mexico 2 weeks, and no refund was given. I returned and called Aeromexico again, and was told this was under validation.

Another week and no news. I call my banks and they tell me that they have not received the refund from the Merchant yet. I tell my banks to contact the merchant as this had been a month at this point and they were witholding an amount which is almost my full month rent!

I call Aeromexico every week, they tell me they cannot escalate my call to a manager over the phone and that I will "receive a response in 72 hours". The emails I receive just say this is "under validation" with no ETA, no answers. No one can provide me with any information.

This is a totaly shameful customer serivce and company, a scamming company that has robbed me and refuses to provide an answer.

I need a reimbursement for two tickets

My husband and I had a flight on 5-20-23 @9:30 am flight 644 We arrived at 4am and it wasn’t til 3:20 pm when Aeromexico announced the flight is canceled.

A gentleman gave me a small piece of paper with a customer support email address to get refunded but that site says I used my ticket, when in fact I didn’t. I actually had to purchase new tickets with another airline because Aeromexico didn’t have enough staff to cover the flights and the volcanic ashes were a second problem.

Dear Sirs,

My name is Roberto and my partner’s name is Yamuna.
I am writing in regards to my flight AM71 from Roma Fiumicino to Mexico City on the 22/04/23 at 23,15.
Ticket number [protected]
Ticket number [protected](see the attached boarding pass).
We were sitting respectively on the seat 9H and 10E and from the really beginning we could notice that our screen did not work.
We waited for the take off and we asked more than once the Stuart and several hostess to fix the problem. No one did really try to solve the problem and they re-set the screen a couple of time without any other options.
In conclusion the 12,30 hours of flight were a nightmare and we could not sleep or enjoy ourselves.
We paid for the full service on board and for the kind and nice customer service.
Which we could not have for the untore flight.
We kindly ask a refund or a compensation for the service we did not receive or alternatively being able on the flight back which is due the 10 of June have an upgrade on our flight (business for example).
It the first time in 20 years of experience flying to have had such a terrible 😞 flight.
I am
Looking forward to hearing from you solan
Regards
Roberto
My contact : [protected]@polocrea.com
Phone +39 [protected]

I made reservation (UTEWKS) on Monday April 3, 2023 to fly one of our Agricultural workers home to Mexico for medical reasons. Less than 2 hours later I found a more direct flight for him. I called the 1-800 line and was assured that if I emailed [protected]@aeromexico.com, I would get a full refund.

I sent the email and booked a new flight for Ramon with another airline.

I decided to call the 1-800 number again to find out how long the refund would take. This time I was told I was not eligible for a refund because the flight is happening within 7 days. I explained to the agent that the first person told me I could get a refund. He said his supervisor would listen to the first call. His supervisor Alan came back on the call and said he could not refund me even if his agent gave me false information.

We spend in excess of $50,000 per year with Aeromexico, sending our SAWP workers between Vancouver and Mexico, and I expressed that this should be taken into account. Alan said he could provide a travel credit in the amount of the attached ticket but only for Ramon Abel Guzman Cruz. The problem with this is that Ramon is returning to Mexico for health reasons and we do not know if he is returning to our company.

I wrote to the customer service department several times requesting a refund to the visa that this card was booked on. If that wasn't possible I asked for a travel credit that we can use for future workers that is unnamed so that we can actually use it.

The customer service line made no attempt to resolve my issue and said there was nothing they could do. The issue is that I asked your company before cancelling the ticket and someone from your company said I could be refunded.

Alan said he would be able to give me a credit with Ramon's name on in it. The customer service email said I could not have that. There seems to be so many mixed messages coming out the customer service department.

I have spent over 2 hours on this and I still have no resolution to my problem.

Please help me to resolve this issue as soon as possible.

Sincerely,

Rachel Colyn|Human Resources Manager

Van Noort Bulb Company

22264 Highway 10

Langley, BC, V2Y 2K6

P: 604.888.6555

F: 604.888.7640

Toll Free: 1.888.826.6667

www.vannoortbulb.com/pages/careers