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Aeromexico complaints 494

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2:09 pm EDT
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My old reservation number was KYPRSL, last names Harstad and Ronmark We flew from ZIH to MEX and then MEX to YVR on April 29, 2024 This was our honeymoon trip :( I am appauled at the number of notifications we got on flight changes. I book flights that work for me just to have them changes and this time it was unacceptable. It ended up costing me a 7...

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11:30 am EST
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Aeromexico Flight AM 339 Confirmation IECJLI

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.

Claimed loss: $571.12 for 2 tickets on Viva Aerobus Flight #VB1167 this includes the cost of a checked bag

Desired outcome: written apology and check as indicated above.

Confidential Information Hidden: This section contains confidential information visible to verified Aeromexico representatives only. If you are affiliated with Aeromexico, please claim your business to access these details.

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8:20 pm EST
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I purchased airline tickets on 10/10/23 fkgaro for myself (a handicapped passenger) and a caretaker to accompany me on travel to mazatlan, mexico for a medical evaluation. Unaware that aeromexico discriminates against disabled persons, I purchased the tickets online with no advance written or spoken notice of how aeromexico adversely deals with handicapped...

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Is Aeromexico legit?

Aeromexico earns a trustworthiness rating of 91%

Highly recommended, but caution will not hurt.

Our conclusion: After a detailed review, ComplaintsBoard finds Aeromexico to be a trustworthy company. Although there's a 3% resolution rate for customer complaints, which deserves attention, Aeromexico is known for their high standards and safety. If you're thinking about dealing with Aeromexico, it's wise to check how they handle complaints.

We found clear and detailed contact information for Aeromexico. The company provides a physical address, 27 phone numbers, and 2 emails, as well as 5 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

The age of Aeromexico's domain suggests that they have had sufficient time to establish a reputation as a reliable source of information and services. This can provide reassurance to potential customers seeking quality products or services.

Aeromexico.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

We looked up Aeromexico and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information

However ComplaintsBoard has detected that:

  • While Aeromexico has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 3% of 494 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
  • There was some difficulty in evaluating or examining the information or data present on the aeromexico.com. This could be due to technical issues, limited access, or website may be temporarily down for maintenance or experiencing technical difficulties.
  • We conducted a search on social media and found several negative reviews related to Aeromexico. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
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3:08 am EST
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Aeromexico The boarding procedures

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

Claimed loss: Time and money

Desired outcome: A full refund will be nice or at least compensate half of the ticket price.

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10:32 am EST
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During my recent fling from IAH to VSA on November 6th my suitcase never arrived to the final destination, i did the report online as I was informed by the aeromexico staff in Villahermosa, I was informed that they will call me as soon the suitcase appears but i could check on the mobile app for its status, for two days the information i received was that...

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7:28 am EST
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After purchasing a ticket, the date to leave for Mexico needed to be moved out by one day. I didn't purchase insurance I was well aware I would have to pay a fee to change only the departure date. Little did I know the cost would be a whole $30 less than the entire round-trip ticket. If I canceled the flight, I would get not one single dollar back, so I...

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9:16 pm EDT
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I’ve been trying to change a flight with Aeroméxico. The first price was 97.00USD for the change. I agreed. My card would not process (even though, I’d just bought another ticket with them). I said I’d call back in 5 minutes after checking the card issue. I did. The price went up by $30? The agent couldn’t say why. I asked for a supervisor. The agent put me...

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1:51 pm EDT
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Reservation # IWMTTG: On 10/22, we arrived to CDMX from Puerto Vallarte with plenty of time to catch AM 2970 to Nuevo Laredo. Upon arrival, we were told it would depart from gate D. We checked boards constantly and paid attention to announcements. Nothing was ever said nor did the flight appear on tge board. When it got closer to time, my wife went to ask a...

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8:54 pm EDT
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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...

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1:39 pm EDT
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Aeromexico Video screen not working on flight, wrong seat assigned after choosing seat at booking

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.

Desired outcome: I want a refund of the miles I used to obtain this ticket and an apology for the mistreatment.

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9:56 am EDT
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I booked a flight through Expedia several months ago. My confirmation number is Confirmation: TRCPGH Since we booked our flight, Aeromexico has canceled my original flight, and changed our booking multiple times. The change in my flight requires us to stay overnight in Mexico City on our return flight. I am formally requesting that your airline pay for a...

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8:51 am EDT
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Aeromexico Failure to refund cancelled ticket after 11 months

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:

Desired outcome: Refund to the cost of the ticket, (S 551.85) Interest on the sum, compensation for the delay

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2:47 pm EDT

Aeromexico am655 flight cancellation

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]

Desired outcome: REFUND AND COMPENSATION

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6:38 pm EDT

Aeromexico Customer service/ñame correction policy

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

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5:54 pm EDT
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Aeromexico Delays, broke down plane, having to pay for hotel & meals

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.

Desired outcome: travel voucher/credit for my next trip

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2:59 pm EDT
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Aeromexico Flight changed by aeromexico

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.

Desired outcome: They have to take responsibility of the cost of the flight change. It was not my decision to change it.

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Elodie P
, US
Jul 10, 2023 4:02 pm EDT
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same thing. I am fighting right now for the plane change and they won't do nothing, Very frustrating.

What a scammy business. NEVER again

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3:46 pm EDT

Aeromexico Flight leaving San Antonio Tx to Maztlan Mexico 6-22-23 5:20pm

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.

Desired outcome: I want a full refund I want them to stop doing things like this to people and to explain to people their options. I would have easily paid.

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10:03 am EDT

Aeromexico Multiple charges on card for the same transaction / no refund

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.

Desired outcome: I want my refund.

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Justin Hu
, US
Nov 24, 2023 2:18 pm EST
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The same thing happened to me last week. I paid on its website, card was charged, but no ticket issued. Then I called the call center the agent said she could see the payment but ticket cannot be issued, the only thing she can do is to void the transaction and ask me to pay over the phone again. I paid over the phone, and the ticket is issued. And now I can see both the same amount of the credit card transaction has settled, not pending anymore obviously the previous transaction didn't void, the agent was telling lie. Now when I call again they said I will get a refund, but it may take 4 weeks. This company always telling lie, I am not sure I will get the refund , we should take thus company to court

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1:19 am EDT
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Aeromexico Flight got canceled and reimbursement is not offered

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.

Desired outcome: Reimbursement please

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10:05 am EDT
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Aeromexico Flight AM71 from Roma FCO TO MEXICO CITY MEX

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]

Desired outcome: Refund of 200€ each totale 400€OrUpgrade in business on the return flight

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About Aeromexico

Screenshot Aeromexico
Aeromexico is Mexico's flagship airline, offering a range of flights to domestic and international destinations. Their services include passenger transport, cargo flights, and a frequent flyer program. Customers can book flights, check-in online, and access customer support through their website.
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2. Navigating to the Complaint Form:
- Locate and click on the 'File a Complaint' button on the ComplaintsBoard.com website. It is positioned at the top right corner of the website.

3. Writing the Title:
- Summarize the main issue with Aeromexico in the 'Complaint Title' section.

4. Detailing the Experience:
- Provide detailed information about key areas of concern.
- Mention any relevant transactions with the company.
- Describe the nature of the issue, steps taken to resolve it, and the personal impact.

5. Attaching Supporting Documents:
- Attach any additional supporting documents but avoid including sensitive personal data.

6. Filling Optional Fields:
- Use the 'Claimed Loss' field for financial losses and the 'Desired Outcome' field for specifying the resolution sought.

7. Review Before Submission:
- Ensure your complaint is clear, accurate, and complete before submitting.

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Remember to follow these steps carefully to effectively file a complaint with Aeromexico on ComplaintsBoard.com.

Overview of Aeromexico complaint handling

Aeromexico reviews first appeared on Complaints Board on Oct 27, 2006. The latest review Travel experience was posted on May 18, 2024. The latest complaint cancellation de billets was resolved on Jun 06, 2019. Aeromexico has an average consumer rating of 1 stars from 494 reviews. Aeromexico has resolved 17 complaints.
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  1. Aeromexico contacts

  2. Aeromexico phone numbers
    +1 (800) 237-6639
    +1 (800) 237-6639
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    USA & Canada
    1800 855 474
    1800 855 474
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    Ireland
    +1 (800) 952-0533
    +1 (800) 952-0533
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    Colombia
    800 052 1447
    800 052 1447
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    Costa Rica
    +1 (877) 262-0455
    +1 (877) 262-0455
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    USA & Canada Agencies
    +1 (800) 800-9999
    +1 (800) 800-9999
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    USA & Canada Groups
    +1 (855) 332-1455
    +1 (855) 332-1455
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    USA & Canada AM Contigo
    +44 800 9775 533
    +44 800 9775 533
    Click up if you have successfully reached Aeromexico by calling +44 800 9775 533 phone number 5 5 users reported that they have successfully reached Aeromexico by calling +44 800 9775 533 phone number Click down if you have unsuccessfully reached Aeromexico by calling +44 800 9775 533 phone number 0 0 users reported that they have UNsuccessfully reached Aeromexico by calling +44 800 9775 533 phone number
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    United Kingdom
    +33 800 916 754
    +33 800 916 754
    Click up if you have successfully reached Aeromexico by calling +33 800 916 754 phone number 1 1 users reported that they have successfully reached Aeromexico by calling +33 800 916 754 phone number Click down if you have unsuccessfully reached Aeromexico by calling +33 800 916 754 phone number 0 0 users reported that they have UNsuccessfully reached Aeromexico by calling +33 800 916 754 phone number
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    France
    +31 800 022 4008
    +31 800 022 4008
    Click up if you have successfully reached Aeromexico by calling +31 800 022 4008 phone number 4 4 users reported that they have successfully reached Aeromexico by calling +31 800 022 4008 phone number Click down if you have unsuccessfully reached Aeromexico by calling +31 800 022 4008 phone number 1 1 users reported that they have UNsuccessfully reached Aeromexico by calling +31 800 022 4008 phone number
    60%
    Confidence score
    Netherlands
    +34 900 995 282
    +34 900 995 282
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    Spain
    +86 216 089 9985
    +86 216 089 9985
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    Japan
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    Argentina
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    Brazil
    +56 225 994 378
    +56 225 994 378
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    Chile
    +53 78 309 528
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    Cuba
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    Ecuador
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    El Salvador
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    Guatemala
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    Honduras
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    Mexico
    +505 800 226 0294
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    Nicaragua
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    Panama
    +51 80 053 407
    +51 80 053 407
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    Peru
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    Venezuela
    +1 (800) 237-6639
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    More phone numbers
  3. Aeromexico emails
  4. Aeromexico address
    3663 N. Sam Houston Pkwy East, Suite 500, Houston, Texas, 77032, United States
  5. Aeromexico social media

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