Aeromexico
Reviews and Complaints

I am writing to raise a complaint regarding ticket refund policy at AeroMexico.
My renewed passport was expected to arrive last week. However, there is a delay in processing the passport. I am unable to board my scheduled flight without a passport. I understand that my ticket is non-refundable, but given these exceptional circumstances beyond my control, I kindly request assistance in rescheduling my flight or receiving a travel credit.
This is an exceptional situation - and despite reaching the customer support, I have had no objective resolution.

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 hour layover in Mexico City which in turn out me into Vancouver too late to catch a ferry back to Vancouver Island and therefore I was forced to spend more money on a hotel room AND take an extra day off work. A total cost of approximately 500 extra dollars. Also, due to the 7 hours layover, we purchased out way into the lounge for more comfort which of course was also an extra cost we were not counting on.

When we tried to talk to the lady at ZIH check in, she out right ignored us and pretended she did not speak English.

Another issue was the cost of $156 Canadian for a checked bag? Since when does it cost that much for a bag? I have never paid more that $40 and when I asked about this the answer i got was THATS JUST THE WAY IT IS, CHECK IT OUR NOT! Very bad customer service.

Once I boarded the flight from MEX to YVR, I sat in my PAID FOR seat. I paid extra for 2 aisle seats in the exit rows.

Part way thru the flight, one of the attendants told me i needed to move into the middle seat because they had another passenger that needed my seat. I asked if the other passenger could sit in the middle as I book the aisle for a reason and I was told NO, she needs the aisle seat. I asked why and was simply told it was an emergency. I cannot sit in the middle due to extreme claustrophobia so I asked why the other person could not have the middle and that's when another attendant EMILY stormed over and yelled at me. "YOU SIT IN THE EMERGENCY ROW AND AGREE TO HELP IN THE CASE OF AN EMERGENCY SO MOVE OVER!" So i asked "what is the emergency" and i am told, JUST MOVE OVER. Again I ask what is the emergency and again she says "IT IS AN EMERGENCY MOVE OVER"

Due to my extreme frustration at this time, I said "LOOK LADY, I UNDERSTAND YOU HAVE A [censored]ING EMERGENCY, I AM JUST ASKING WHY THAT PASSNGER CANNOT SIT IN THE MIDDLE. WHY DOES SHE NEED THE AISLE?" and that is when Emily told me security will be waiting to cuff me when we land. I couldn't believe my ears.

I moved to another seat (with no leg room) near the rear of the plane and gave my seat up for this "emergency" just to find out later that the so-called emergency was simple a lady seated in 9D has a broken seat and needed to be moved. There was no reason for her to have to take my seat. She hadn't even paid for extra leg room so even the seat in the middle would have been an upgrade to her.

I travel to Mexico once or twice per year and always fly aeromexico. I am not sure I ever will again. This was my honeymoon. Totally ruined my happiness.

To Top off the trip, when we picked up our baggage that we paid $156 to check on, it was broken. Somehow the handle which was down and zipped into its pouch was smashed. we went to customer service and were told aeromexico does not pay for broken luggage.

VERY DISAPPOINTED.

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

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 the suitcase didn't have a report, i went in two ocations to the airport looking for answers I was told that in the Aeromexico system the suitcase didn't show up, on the first day i was compensated with USD $50, but travel was for business so I had to buy cloths (Underwear, pants, shirt, undershirts, and even shoes), on the second day Late in the afternoon I went once again to the airport and my suitcase was there but I nave not received notification from anyone, I was told that if I want compensation for my expenses during the time I was without my suitcase I have to contact customer service, I have been trying to contact them and either no one answers and it disconnected the call or the website have no way to report the incident, I need compensation for my expenses

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 decided to start looking at other options. I found a one-way ticket to Mexico City for a fraction of the price they wanted to charge for the one date change. So, I bought that ticket. On the way home I suddenly do not have a way to get back to USA because AeroMexico canceled my ticket. No email no communication. It's Sunday I'm at the airport and I've been on hold for 30 minutes waiting to speak with customer service. Mind you I have been next in line the entire time. I also called on my work phone and I've been #2 in line. Nobody is answering. How do you have flights 24/7 and no help available. The people at the airport say they can't help, and they have no agents there that can. I have just been disconnected on one line.

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 on hold and never returned. I called back. The price went up anther $10. I asked for a supervisor. The agent connected me and the supervisor upped the price by another 100.00! The ticket change price went from 97.00 to 190.00. Nobody knew why. When I told him I would be going further up the complaints personal and wanted his name he offers to listen to the first call and see if he could lower the price to the first offer. He said he’d email in the morning. He never emailed and won’t answer my email. Now the price is 650.00! More then I orignailly oaid and more than the seats are worth online?’n what is going on with Aeroméxico?

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 gate agent and was told it had changed to K just as they mentioned it over the intercom. We ran over there from D, but by the time we arrived, no one was there. We asked customer service desk and they said gate had closed and proceeded to argue with us that the gate change had been announced and that they even called us by names (all lies) and that it was on all boards (not at D or E sections). The one time they announced the gate change, we went to it. As we were arguing, another group arrived and said the exact same thing we did, that they were also told to go to D and the gate change was never announced nor were their names mentioned. It wasn't until the same announcement we heard (there were 4 of us in our group). So once that other group arrived and said the same, customer service reps softened up some and helped us. Unfortunately the next flight would have been 10/23 and we needed to get back 10/22 (same situation as other group). Solution was to fly to Monterrey and get bus, which addes another 8-9 hrs to our trip plus extra expense for 4 tickets.

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.

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.

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 hotel room for my wife and I in Mexico City, so that we don’t have to spend the night in the airport. Additionally, I read the fine print, and it says that I am due up to four times the amount of each of our one-way fares as compensation, since you changed our original booking by more than two hours. I am formally requesting that compensation for each one of our one-way fares. We are traveling on Thursday. Please contact me immediately, preferably by phone, to address this issue. I do not have time to go back-and-forth with emails or wait multiple days for you to answer my request. I look forward to speaking with someone.

Taige McIntyre

[protected]

Sent from my iPhone

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.