Aeromexico review: Ticket refund

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.