Aeromexico
reviews and complaints

I purchase a ticket a for my mother on 7/5/19 to fly from LAX to MEX to NIC reservation #KPGYPP and my mother not knowing she purchase another ticket for the same flight, same date, same time.Now I just want to change the name on the ticket that I purchase for my mother so I can still use it to travel with her even tho I may have to pay for a penalty for the changes.this is a family emergency my gramma is currently in the hospital she may die, I just want the company Aeromexico help me solve this situation.

I'm complaining about the service Aeromexico provided to my grandparents on flight AM494 on July 08, 2019 from Mexico City to Portland, Oregon with a layover in Tacoma, Washington. Passengers name are Navor Reyes Monroy and Maria Dolores Sanchez Alcantar. We requested wheelchairs for both of my grandparents, but my grandmother Maria Dolores was the only one who received a wheelchair from Mexico City. When they got to Tacoma, Seattle no wheelchair was giving to my grandmother or grandfather even though this was requested well in advanced. These are 72-year old and 74-year old individuals who are taking medication and relied on the wheelchair service to get to their connection flight from Tacome, Seattle to Portland, Oregon. Due to the poor service of the airline my grandparents who are elderly individuals missed their connection flight to Portland, Oregon. They were left in a gate with no one to help them get another flight. This was around 10:55 pm. When my brother, Adan Casas called the airline the aeromexico representative said they could wait until the next morning to get another flight and put in a claim online and that it would take 24-48 hours to get any updates.
These are individuals who with limited English were able to borrow a phone and got in contact with my mother, Patricia Casas in Portland, Oregon who was concerned for their security and ended up driving 5 hours from Salem, Oregon to Seattle Tacoma to pick my grandparents up. Both of my grandparents missed taking their medication because they were left in a gate at 11:0 pm at night. Again, these are a 72 year old women and 74 old men who were put under stress for six hours until my mother Patricia Casas and my brother Adan Casas picked them up at 4:00 am this morning. They had to drive at night to ensure my grandparents were safe. This is unacceptable and Aeromexico has to be responsible for these actions. We had hoped that their visit from Mexico would be pleasant and calm. However, it ended up being the worst possible service. We would like a full reimbursement of their tickets for the poor service of this airline.

If you have any questions. Please contact me at [protected]. My email is Giovanna.[protected]@fas.usda.gov Thank you.

Mi nombre es ArnoldoFernandez mi buelo esta supuesto a salir el día 7de julio de San Francisco a Guadalajara y el regreso el 14 de Guadalajara a San Francisco el código del vuelo esDJYXDT estoy pidiendo una partición si se me puede reeembolsar lo del vuelo ya que en días pasados falleció mi padre y pues tuve que hacer el viaje antes de lo previsto les agaradesco si aceptan mi petición. Mi correo electrónico es [protected]@yahoo.com. Gracias

buen dia mi en mi viaje del sabado 6 del julio voy a tener escala y pague equipaje en linea, pero por no leer bien solamente pague de mi viaje de escala a mi desitino, debi de haber pagado en el mostrador para que el equipaje se pagara solamente una vez desde mi salida hasta mi destino, mi hija ya habia llamado pero como ella me va a llevar y se encarga de pagar no me aviso que ya habia llamado y a mi me aparecio el email y se me hizo facil hacer el pago pero mi mente me fallo por no checar bien y entender que era error pagar ese equipaje.
estoy solicitando si es posible el reembolso del pago que hice ya que estoy pasando una situacion economica muy mala y no puedo tirar mi dinero, ahorita 30 dlls para mi son como mil dlls.
agradesco su amable atencion y espero su pronta respuesta

Sra. Claudia Perez

My Complaint for this flight is that I had my confirmation for my flight and me and my husband get to the airport for the airline to tell us that they don't have SEATS for us to return to our destination. We had to wait 4 hrs to get a plane from Guadalajara to Mexico City and from Mexico City to Los Angeles My husband had to me at work at a certain time. So we couldn't wait for another day to travel. If was really upsetting that this happend especially when the airline overbooked the flight. I really hope to whoever concerns this, that you could help me with this matter to get a refund. Thank you for your attention. Here is my confirmation # SWCLZX, GVUNFD and air ticket # [protected]

1. On May 20, 2019 I, went on line, and paid AEROMEXICO HOUSTON TX USA.
A. $331.20 for a round trip ticket from GDL to FAT, Dep. 6/18, Ret. 6/23.
B. $31.20 for baggage..

2.I saw the money for the my account the next day.

3.I In a two days I began looking for the email that confirmed my flight and found nothing.
4. On the 26th I called Aeromexico and asked what email account my confirmation had been sent to. The agent said no ticket in my name had been purchased. I told her of the bank charges and he told me to call Expedia!
5. I spoke with bank who confirmed I had dutectly booked with and paid Aeromexico.
6. On 3 more occasions I called Aeromexico, said I have bought tickets and NEED reservation confirmation to access an book into my flight. Every agent said there was no tickets in for and they they had no email fit me.
7. When told Aeromexucico charged me they said well you must not have provided some inforation or said to file a complaint.
8. Today I spoke with Amparo who used my card number to find I WAS issued ticket # [protected] 1923.It has been purged on she says she has no way to see WHERE if ANYWHERE they ever sent an email or reservation number. I have NO emails from Aeromexico, no agent EVER could fund my ticket using my name- Aeromexico took my money fir a flight they gave me NO way to access or use.
9. I bought a one way ticket on for travel on 6/17 for. $289. It will cost me $300+ to return.
9. I understand mistakes happen and am told that the online site. probably malfunctioned. But NOT one agent was at all helpful. Until Amparo none used my card to trace the purchase.
10. I want to keep Aeromexucico, I want them to do the right thing: I am a single mother with 3 kids at University. I make a good income but have NO extra. I NNEED ALL my money, fir the flight and bags returned immediately! I have $100 and no pay till July 1st. I need to fly to Guadalara in July and have no $ for s ticket before the rived go up. This is a SIMPLE case- I did all I was to do : the ticket Amparo discovered shows I put in all necessary info and I PAID. But I got NOTHING for the my money, which Aeromexico STiLL has. I NEED that $ returned to the account they charged IMMEDIATELY. AEROMEXICO CAN do the right thing. I want to keep flying with Aeromexico. If you just said 'we are sorry this happened' and retutnrd my money in 24 hours I would LOVE Aeromexico as a decent company and keep flying Aeromexico.
But if you stall, cruelly keep my money and leave us worrying everyday, if you find some way to lie and blame me, I will be so sad. And I will never fly Aeromexico. Please, just give me MY $ back NOW. You have had it for 34 days, gave me NO WAY to access what I paid for, taken hours of my time worrying and trying to find my ticket myself in the Internet...please, just have a heart and STOP the suffering I've gone through. Let me not worry EVERYDAY!
It is simple: Someone made a mistake. I paid for a ticket I could NOT access. It has caused so much stress. You have my $ and gave me NOTHING for it. Just CARE and return it. I don't ask fir interest, gifts, nothing. Just please give me what is MINE back and have a heart: Don't make me wait anymore! My ticket was in my passport full name: Laurie Janine Taylor Horneck.
The Ally MC. Debit you charged is mine ; Laurie Taylor.
If you do the right thing. I will praise you am Social Media. If you don't, just do the right thing, as much as I HATE going to the media, I will.Because of my son and my work at the birder they will come watch us buy groceries? Please, just do the right thing.

my name is Kim Sanchez. my booking number is [protected]. Our flight was May 17th-may 26th. We flight was out of Chicago Il to Veracruz Mexico. Our flight was delayed due to weather, delayed an hour or more. When we arrived in Mexico City, we already late for our connecting flight. We scanned in our passports, everybodys scanned in but my daughters. We then had to fill out paperwork for her. As we were walking up the ramp their was a lady yelling connecting flights. My husband told her, we were late because of weather and filling out the immigration paperwork. She got a flight for all 7 of us. We went to exactly where they told us to go, and waited. We were told it would leave around 1204. At about 1130 my husband went to the counter. He said he thought we should be boarding soon. She said we had already missed our flight. She claimed she yelled over the intercom for us and we ignored the call. We were the only people setting there. She even claimed i went outside. So after this happened, me and my husband went up to the aeromexico ticket desk to ask about another flight. We tried to explain what happened and nobody would even attempt to help us. We explained why we were traveling to Mexico, due to my mother-in-law being real sick.they honestly could have cared less. They proceeded to tell me my connecting flight was cancelled, but i could purchase new tickets for 500 dollars a piece, and their is 7 of us. They also told me we would have to purchase tickets for our return flight because they also had been cancelled. How is that even possible. Ok if you wanted to cancel my connecting flight so be it, but to tell me we have no return flight is unbelievable. I paid 3200 dollars for our plane fair, now thier telling me i have to purchase more to continue my flight, and return home. It seems that should be against the law. Then when i tried to go tell the rest of my family, they stopped me and said your not going anywhere. I was treated like a criminal. They sent the officers from the airport to find my family. they we literally scared to death, thinking something happened to us. After i explained to my daughter what happened, we tried ti figure out what to do. My husband wanted to turn around and go home. We were literally 4 hours from his mom the whole reason why we came. She has diabetes, and is on dialysis 2 times a day. they told us we would have to go pick up our luggage. My husband and son-in-law went to get the luggage. When they picked it up they found out 2 pieces had already been sent to Veracruz. The lady there said she felt sorry for all we had been through. She told us to take the paperwork she gave us and go to lost and found and they would issue us a 200 gift card. I showed the man the paperwork. He said they don't issue gift cards. He said his supervisor said if we confirmed our tickets for Veracruz he would give us the gift card. I threw the papers down and told him i wasn't confirming nothing with him. My husband went outside to talk to one of the taxi drivers outside the airport. He offered to take us to Xalapa veracruz for 350 dollars. Thats a big difference from the 500 dollar tickets. When we got to my mother-in-laws house we opened up our suitcase to find out that the TSA left a card saying they went through our luggage. Not only did they go through it, but they stole all my husbands clothes. He had 10 new shirts, 8 pair of shorts, 3 pair of shorts for my son and 4 pair of goggles for swimming. The next morning, i had to travel 2 hours to pick up my other luggage. My brother-in-law took me and my husband to the airport. We went to the Aeromexico ticket desk to inquire about our luggage and check to see if our tickets were really cancelled. the supervisor on duty was Ricardo.
I showed him our tickets and he said he could only find 5 passengers. He figured out that 2 tickets weren't even scanned when we left Chicago. Now how does this happen. It makes you feel real safe if you can board a plane without your tickests being scanned. The tickets that wasn't scanned was my son Maddox K Sanchez and my son-in-law William Meador. After he got that figured out, he gave me the numbers, and a phone number to call customer service to straighten it out. He said from what he could see our tickets were still valid. We went back home and called to explain what ricardo told us to say. the customer service person said our tickets were cancelled. We felt like we were being jerked around. We went back to the airport in the middle of the week to talk to them again. They told us the tickets were cancelled, and we would have to purchase new ones. My entire vacation was worrying about stupid stuff that should of never happened. So my daughter Andrea Meador purchased the tickets for our return flight. This time they were 2700 dollars. When we arrived at Veracruz airport to check in people were telling us there was some confusion. they are wondering why there is more than one ticket with our names on them. We tried to explain, and they treated us like criminals. When we arrived back in Mexico city. we were going up escalator i could hear somebody yelling our names. I turned and looked and seen the guy yelling. I went over there and they started interogating us. They wanted to know why there was 14 tickets for 7 of us. They asked for William Meador. they said they wanted to search him and his luggage. Then one of the guys asked my husband for the immigration paperwork. We didn't have any, they took it from us on the way down through all that mess. The guy proceeds to tell my husband, that we have to have the papers. My husband runs down to immigration, and the man saying we need 7 papers.They won't let my son-in-law go because they are still searching him. We get on a golf cart and go to immigration. The man down there say we have to pay 3000 pesos. My husband asked if they took a card and he said he wanted cash. So we try all the ATM machines and they were out of money. The driver of the golf cart thought of another machine. We were able to get the money, he looked at the immigration man. He told him he wasn't getting another penny from us. We went back to board the plane and everybody had thier tickets scanned but 4 of us. i scanned my ticket, my husband, my daughter and when they went to scan my granddaughters ticket theyn said it was invalid. At this point i was pissed, they told us to go ahead and board the plane. I told them if they thought i was leaving my granddaughter they were crazy. i told them you claimed i have 14 tickets one of them has to be good. I also told them i was not purchasing another ticket from them either. It's pretty sad that we were completely taken advantage of. My kids were so scared that you guys were going to keep us from going home. We have traveled to Mexico for the last 12 years and never have i been treated to terribly. It was a vacation that turned into a nightmare. I feel like you were making a example out of us, here are some Americans take them for all we can. So i paid 3200, my daughter paid 2700 dollars, 350 for a ride 160 for immigration and lost about 400 worth of clothes. So it cost me almost 7000 dollars, to be treated like a criminal.
kim sanchez
804 allendale dr
Seymour, in 47274
[protected]
[protected]@roseacre.com

Luggage (1) checked-in at Aeromexico ticket desk in Villahermosa, Mexico on June 11, 2019 for flight AM0478 from VSA to MEX and flight UA1089 from MEX to IAH. Luggage used TSA lock.

At destination, luggage was opened a week later to find belongings tossed and items missing. On contacting Aeromexico, they didn't seem to care and were absolutely unhelpful.

Warning to others considering Aeromexico: beware - there is theft in their organization (at either VSA or MEX airports) and is evidently condoned/ignored by the corporation.

I travelled on AM 25 on May 30, business class. All classes were boarded at the same time for no apparent reason. Then I traveled AM 8 on June 12, also business class. There was a child, . probably about 2 yo, next to me. Behaving as a 2 yo is expected. Fussy from time to time. Since when is a small child allowed to travel business class, meant for business travellers who need to work or rest. Then I was advised that there was no business class on my connecting flight 539 on June 13th. I was not given any other options, and was advised that I would receive no compensation for this downgrade. I was told my seat assignment is the same, however when I boarded there was an 8 year old in my seat. The 8 year old won out. And I had to stand and wait until boarding was completed to find another seat. I paid $3, 000 for this flight. I'm very disappointed in Aeromexico. I travel frequently between the US and Mexico. Aeromexico is frequently my only option. This is not my first bad experience with Aeromexico. I wish I had other options.

I purchased a ticket from Orbitz for my sister to fly from Tapachula, Mexico to Boston and had to cancel the flight because she became ill with a abscess under her armpit and has a doctors appointment to drain it on July 4th. Her ticket number is [protected] and name is Amabilia Padilla Franco. Itinerary number is [protected]. So i am asking for a refund for the ticket. Attached are the ticket and a Doctors note. My email address is [protected]@gmail.com Thank you.

Requesting a refund for AM 3934 flight number from EVV to Detroit- AM2723 Detroit to Monterrey (June 10)...Flight delay caused missed connection to Monterrey with no other options available- Flight was rescheduled for June 11 on Delta 5427 to Atlanta DL753 Atlanta to Monterrey and interrupted travel ticket ( conf # H9FP2X) was provided by Delta on site...June 11 flight was delayed three hours on departure due to availability of aircraft causing missed connection in Atlanta...No options available on arrival in Monterrey on June 11. Unable to complete business in time left in the week and went to Delta counter for refund... Refund was processed Reference number SNP23412328 and received notification from Delta that refund was being processed...On Monday, June 17 @3:34 pm received email from Delta regarding case number #[protected], regarding ticket number [protected] that since payment was collected by AeroMexico, that refund request must be made directly to AeroMexico rather than Delta.

I went through my most horrible travel experience till date. DL8893 flight that was operated by AeroMexico was 7 hour delayed without any advance notification. Worst was that none of us (customers) were notified in advance and they kept changing their timing and reasons as the day progressed. First, we were told that staff is short, then technical difficulties with plane, later that we were waiting on a part, then plane can't be fixed and therefore, we are replacing plane and then finally, its all good...same plane that has been on the grounds is ready to leave.

This delay has caused me miss my 10 year old daughter's birthday and cancel the party we were having for us due to my absence. Worst was that we were all kept guessing till the last minute and I had to sit through full 9 hours, without any PERSONAL OR COMFORT SUPPORT FROM THE STAFF.

On Saturday, June 8th. I flew from Acapulco to Toronto via Mexico City on Areomexico flight 616, arriving in Toronto at 11PM.
I have rods in my neck due to a serious spinal injury which has left me weak on my right side and with drop-foot, all of which makes it impossible for me to walk long distances, especially while pulling my luggage, so I always order a wheelchair.

Upon my arrival in Toronto, a young lady came with a wheelchair and pushed me to an elevator, then without so much as a word she dissapered. I thought she was still behind me, but she had dissapeared. She reappeared ten minutes later and when I asked her why she just left me there she mumbled something that I couldn't understand. This young lady had no social skills whatsoever.
She then handed me over to a fellow on a shuttle who dropped me off at another elevator and said that someone would be there to take care of me in "five minutes"... No one came.

After waiting approximately 20 minutes, I had to access an elevator by myself in the wheelchair with my carry-on luggage and when I exited the elevator, the security person sitting there wouldn't help me. She said it wasn't her responsability. I asked her what she would do if I were her father sitting there and she just ignored me.

Finally, and to my embarrasment I had to depend on strangers to push me to the customs kiosk, then one of the airport officers was kind enough to take me to the luggage carrosel to get my luggage and push me out to get a taxi.
It was 12:30 AM. It had taken me one hour and 30 minutes of absolute frustration to get out of the airport.

I fly to Acapulco quite often to work and visit with friends ... three times since February so far this year ... and more often than not it's Areomexico who gets me there and back and the service has always been satisfactory, but I have to say that I am dissapointed and angry at the lack of attention given to my dissability and wheelchair needs and I respectfully ask that you consider a full refund, otherwise I will be waying my travel options more closely when I travel to Mexico in the future.
Sincere regards,

Jimmy Prevost
Curtin Call Entertainment
325 Keewatin Avenue
Kitchener, ON. N2B 3W3
PH: [protected].

I am an attorney working on a case and I need some documentation from your legal department. The only address that continues to arise as you corporate headquarters is 3663 N. Sam Houston Parkway East, Houston Texas. However that address is vacant. I have been unable thus far to get the appropriate address for your legal department. Please email me the address at [protected]@grsm.com. Thanks, Mike Morley

Aeromexico is garbage. Last month I booked a flight for a contractor who did not show up to my event. I cancelled the return flight within 48 hours of takeoff, and was told that I could "leave the ticket open" as a credit toward future flights. Since I book a lot of flights in and out of Mexico, that seemed like a good deal.

Two weeks later I attempted to book a new flight for a different contractor, and tried to use my "open ticket" toward the cost. It was only then that I was informed that I could only purchase a new ticket for the person for whom I had originally purchased the flight... The contractor who no-showed my event, who I will not likely be working with in the future. I couldn't use it for another contractor, or even for MYSELF (despite the fact that it was purchased on my personal credit card). I was not allowed to speak to a supervisor when I was informed of this, and was told I had to email the complaint department. I did just that, and received a canned message saying: "Sorry, the credit is non-transferable, but thanks for making us your carrier of choice." It may as well have said: "You could have just flushed your money down the toilet, but thanks for letting us keep it, instead." What a joke!

There are plenty of cheaper airlines that fly to Mexico. I would expect better customer service from Aeromexico, a company that charges a premium price for their tickets. In the future, I'm going to take my FREQUENT business elsewhere, and advise anyone else to do the same.

Suite à un téléphone fait aujourd'hui chez AEROMEXICO CANADA, On m'a dit d'écrire ici. Nous avons réservé pour le 16 décembre direction Mexico-Mazatlan, nos billets ;
[protected] . Carrier Marcelle
[protected] Carrier Gilbert.

Mon époux Gilbert Carrier a reçu un diagnostique de cancer soit: tumeur au poumon gauche avancé, donc il ne peut plus voyager, nous ne pouvons prévoir une quérison à ce stade.

Si vous avez besoin d'un papier médecial nous le ferons parvenir.

J'ai réservé les billets le 29 mai, ne connaissant pas cette situation, et nous étions certain qu'en cas de problème nous étions remboursé en partie, nous savons qu'il peut avoir certain frais mais pas le prix complet du billet.

Nous demandons votre aide pour résoudre ce problème et accepter notre demande.
Bien à vous, Marcelle Carrier

c'est moi qui ai fait la réservation

On march 2nd I booked a flight. To Mexico on the time of booking I put the correct name of the person that was traveling. On May 29th I got an email to check in on line and when I was on that process I was told that the name did not matched with the name on the passport when I called Aeromexico to get this fixed I was told that I could do it trough Delta airlines I was able to get the name fixed with Delta but I was never able to get if fixed with Aeromexico I was on the phone for about 6 hours and the last person I spoke with told me to cancel my flight and to just booked another flight with the refund that I was going to get from the cancelled flight I need to know who I need to talk to about this please my email is [protected]@hotmail.com thank you.

Hello,

My name is Miriam Serrano, and I am emailing regarding a complain. I traveled back from Guadalajara to Chicago on 03/21/2019 flight number 660. I checked in my luggage at Guadalajara airport around 11 am. (they told me it was okay) and my flight was at 6:44 pm. When I arrived at Chicago, I picked up my luggage and noticed it was very light, I checked it, and 6 bottles and 5 branded jeans were missing. I made a report right away and I still have it with me. the R.D number is JC 194 819. The report was made on 03/22/2019 at 12:30 am. when landed to Chicago terminal 5. I sent an email back on March, and I have not gotten an answer; I have also called a few times. Please let me know what are the next steps.

Thank you,

Miriam Serrano

I was scheduled to fly out from Leon BJX to Mexico City then to San Antonio, Texas on Delta on 5/23/19 at 8:15 a.m. on flight 7988 Code KD73TB. That flight was cancelled and changed to code JKQJBS. Then it was changed again to MIZQDV, Aeroltal by Aero Mexico and I was sent an E-mail to see if I wanted to upgrade. I accepted the upgrade and paid $49.90. When I got to the Leon BJX Airport that flight #632 was also cancelled. I am 86 years old on my way to San Antonio for a Medical procedure on 5/24/19. I was then put on a flight with United to Houston then to San Antonio. I have a heart problem and do not need additional stress. I am requesting that you reimburse me the $49.90 and apply it to my Visa credit card that was charged. Thank you. Joseph Goldstein Jr.

My trip itinerary started on May 14, 2019 from LAX to Mexico (Delta) and from Mexico to Lima, Peru (Aeromexico). Unfortunately, when I arrived to Lima and collected my luggage, I found out that my suitcase had been opened (locks cut) and one pair of shoes were missing. Quickly, I went to the airline counter to complained and told me that I had to file it on my return, in Los Angeles (May 22, 2019). I was not completely satisfied with the information given at the airport, so I went to their offices in Miraflores/ Ave. Benavides in Lima, Peru; where I was told that the offices were closed until May 23, 2019. It is very frustrating to take time from your trip and be bounced around, not being able to be heard or find a solution to a problem that the airline is responsible for. I called customer service to explain my situation and they cannot do anything about it, the only thing they told me to do is to file a complain through the internet. If I would have known how poor Aeromexico's customer service is, I would have never flown with this airline. I will not rest until I get some kind of answer from the Aeromexico. We, the customers, deserve respect and professionalism from this airline.