Aeromexico
reviews and complaints

Dear Aero Mexico Complait department,
I hoping you can help me out here because i really feel that you have failed me. I scheduled our Flight (2 adults 1, 10 year old child) with plenty of time so that we would have a full 18 days vacation. Today 1/6/20 I called to verify that our tickets were paid and to pay for our baggage and i was told that our flights had been changed. Our Reservation code for leaving is USFFUA it was previously scheduled for 3/11/20 on a non stop flight arriving in guadalajara at 5:40am. Now its not leaving until 3/12/20 providing it doesnt change.
My second complaint is, We were to return from Guadalajar to Sacramento on flight reservation Code ZFGVSR on 3/28/20. I was informed today that we will be returning 3/27/20. I truely feel that you have stolen 2 days of our vacation andwe are owed a partial refund for our trip and or luggage that was also pre-paid. This is the first year we have went through you directly and the first time we have had a problem.
Also I would like you to note that no one even told us of the changes that had been made on our Flights..had I not called in we would never have know. I find this very disturbing and disappointing for an Airline of your size, and your class. An Airline that I have been traveling with for the past 4 years. I do hope you can make this right for me.
Siincerely,
Felicitas Manjarrez
[protected]
25100 Marek Estates Drive
Los Molinos, CA 96055
[protected]@att.net

I would like a refund for a flight I booked to Mazatlan February 18th 2020...My mother has been diagnosed with terminal stage 4 pancreatic cancer and can not travel...I was coming to visit her. My booking number is CCCENN...Please let me know what you need...I'm sure her doctor will give you a letter explaining her terminal condition...
Thank you Susan Pratt...email address is [protected]@gmail.com

hola buenos dias, estoy haciendo un reclamo por que hace un ano en la ciudad de guadalajara jal. mex. me dejo mi avion sin motivo algun mis voletos tenian otra hora llegue al aeropuerto documente mis maletas y a la hora abordar me dijeron que mi vuelo ya habia salido y aun faltraban varias horas.
La aeroinea me dio unos bouchers por el incidente ocurrido pero yo no puedo salir por cuestiones de salud y me gustarias saber si pudiera cambiar de nombre mis vuelos o si hay algun tipo de costo ya que yo perdi varios dias de trabajo con este incidente. Gracias
Mi nombre es Sonia Arias y me pueden enviar cualquier tipo de informacion a este email [protected]@gmail.com

Hello,
My husband Jean-Louis FABRE and myself, Monique Fabre booked a flight on August 12, 2019 between Queretaro and Mexico, leaving on Wednesday, January 8th at 4:50 pm in business class (AM 2463) in correspondence with the flight Mexico city-Paris (CDG) from 19h55 (AM 6103), arrival Paris 13h35 in business class also. My AEROMEXICO code confirmation is YISPL.

On September 29, the tickets had to be changed because the flight schedule MEX Paris was changed, replaced by a flight leaving at 23:45 from Mexico City and arriving in Paris the next day at 17:25 (AM003). I had also to change my flight from QRO to MEX, replaced by a flight departing at 19:45 from QRO and arriving at 20:50 at MEX (AM2465) with two tickets in business class.

On October 20th, for the second time, I was contacted again for a change of reserved seats on the plane departing from QRO. Indeed, this aircraft does not have business class seats, I had to accept two places in economy class.
I would like to get a refund of the price difference between business and economy class tickets (Jean-Louis Fabre et Monique Fabre) from QRO to MEX (AM2465) and for the inconvenience caused by the later arrival in Paris (5:25 pm instead of 1:35 pm).
With my best regards
Paris, December 8, 2019

Monique Fabre
9 rue [censored]on
75013 Paris
FRANCE
Tel : +33 [protected]
Email : [protected]@gmail.com
Monique Fabre : Client member AIR FRANCE FLYING BLUE SILVER [protected]
Jean-Louis FABRE : Client member AIR FRANCE FLYING BLUE [protected]

I have a flight book to mexico departing from san francisco ca on december 8th. At the time of book my pet's flight I ask the agent in the phone if I have to buy my pet's ticket both ways at that time; she said I could if I wanted but I could buy it latter that my returning fly was until january. Well I called today to buy the returning ticket and the agent on the phone told me that there is not place for my dog in my returning fly. I ask to speak with her supervisor and she put me on hold. I wait for and hour and nobody answer the phone and they hang up after an hour I was waiting to speak with the manager. I called again and then I was transfer to the manager, his name is junior and his id is 4js. He didn't offer me any option, he said that my ticket was in economic class therefore he couldn't make any changes to it. So if my ticket was for first class they could offer a solution? Isn't that customer discrimination?. I'm leaving to mexico city tomorrow night and I need to solve this problem asap. My itinerary number is [protected]

Roundtrip airline tickets from Atlanta, GA to Cancun, Mexico
#HCDRBM
[protected]
[protected]
Depart: 10/26/2019
Return: 10/30/2019
We cancelled our tickets on Oct 25, 2019 due to our mother passing away on Oct. 25, 2019. We were instructed that if we send a copy of the death certificate you could give us a refund or voucher for tickets in the future as we are still planning on visiting Cancun.
Anything that you can do to help us would be greatly appreciated.
Thank you,
Gerald & Leslie Cook
419 Monroe Way NW
Kennesaw, GA 30144
[protected]
A copy of the death certificate is attached.

Hello. My name is Shawna Triplett and I would like to recieve a refund for a ticket that I purchsed on 11-08-2019. I am in the middle of a Domestic Phyisical Abuse /Divorce case with Jos, and for this reason I would like to recieve a refund for his ticket. The reservstion code is ROCBJZ, and the Ticket Number is [protected]. I have attached a copy of Jose's itinerary, and a copy of the reciept. I have also attached proof of this domestic abuse case from my attorney.

Today, 11/21/2019 we arrived at the mcarren airport for our fligth AM481 for Aeromexico with our boarding passes already printed from their website which it states ( avoid lines, print your boarding pass ahead ) wich we did, international rules said you have to be in the airport 3 hours before, but doest specified if you have a boarding pass you can be later then that, we arrived at the airport at 1140, due to a heavy traffic, our fligh was supposed to departure at 1251, but we already had our boarding passes printed, we went to the desk a to ask to one of the desk person, but this individual was havind a conversation to a family member who went to visit her, rather than taking care of their customer, unfortunately dont have her name, but im very sure the other desk person will recognized her, it was today around 1140-12 pm, so when she finish her conversation, i asked about my fligth, and then she told me, in a sarcastic way, !this fligth is already closed and is nothing you can do, she was not willing to help at all, no superviser was present and they dont have any office in the airport, at this point it was already 12 pm, if you want tell you mom to walk into the gate, but the gate is so far away and is nobody to help her at all, : my mother is 78 years old and she fell offended for that
afterall, 5 minutes later all desk person dissapear, nobody was there to help, 1 minute later, i went to talk to a person from the same desk and she told to call into this number 1800 2473737 and probably they will help me, so i called them and they told me your reservation is uncrypted, so you need to contact the office where you bought you ticket to take the unlock your reservation, and be able to see what we can do for you, I was bouncing from one company to company and they just blamed each other so I spoke with two person from aeromexico ( Diana onserrat and mario pereira, both of them told me, nothing you can do, so you lost your ticket and your fligth almost 300 dolars out to the garbage, just because customer service was not capable to help . I did took some picture from the desk and the airport with empty people and nobody to answer question at all, I dont think this is fair, specially for a customer who is 78 years old, im just hpoping to hear anything from both companies

Aeromexico cancelled our return flight from Mexico City, MX to Baltimore, MD, and caused us to spend 10 hour layover overnight in Mexico City airport. When we asked for a hotel voucher, they rejected it and said the could not make any changes because we had purchased the ticket from Priceline. This change was due to Aeromexico cancelling our flight.

We would like to cancel our flight due to Medical:

Rodrigo and Sofia Rodriguez
Reservation Code: RSPCHS
Airline Reservation Code ZKHUWA (AM)
Flight Date: 11/15/2019 Time: Chicago, IL Fl# 0687 Departure 2:50pm Arrival Mexico City @ 7:35pm connecting Fl# 0547 Veracruz, Veracruz Departure time 9:30pm arrival 10:40pm
Flight numbers: Chicago, IL to Mexico City Flight# 0687 with connecting flight to Veracruz, Veracruz Flight# 0547

My wife Sofia Rodriguez had emergency surgery on 11/13/2019 and is in intensive care @ Methodist Hospital (see attached) we will use the tickets an later date

attached flight information

Rodrigo Rodriguez [protected]

Norma E. Romero
[protected]

I am living a nightmare trying to get my money back. Some days ago I tried to buy a ticket online with AEROMEXICO. The payment system did not work. I called the customer care and they helped me buyin the ticket. Ours later I got an email saying I still need to go to an actual office to provide prove of my credit card and that my flight was still pending. When I tried to call AEROMEXICO for explanation they said this is part of a security filter. I just wanted to pay and buy my ticket and have peace of mind. Now I just want my money back so I can go to another company.
After this experience i want nothing to do with AEROMEXICO. They dont even have a help phone line for complaints. The customer care representatives are rude and dont want to help. It is all full of burocracy. Besides the service is mediocre and the flights and extra services overpriced.
I have send five emails to amcomplaint@aeromexico and nobody has replied to me. It feels so frustrating.
complaint #[protected]

Please get back to me,
Jeffrey Ramirez Alfaro

Hello AeroMe I am writing regarding an incident I had @ the AeroM airport in Mexico City. I have sent copies of all the receipts. I have flown with AeroM in the past and I have never had problems except for this 1 time. I would like a refund of $1, 162.19 for 4 tickets. Here let me explain: On Sept 15, 19 @ 14:30pm I purchased 4 rountrip tickets $725.93 flight 2971 leaving Nuev Lar, Mex @ 17:20 on Oct 31, 19...returning Mex City to Nuev Lar, Mex Nov 4, 19 flight 2970 @ 15:05. On Nov 4 I arrived @ Mex City airport checked in baggage and got my boarding passess @ 12:58:57. I walk over to section/gate M, showed AeroM agent my boarding pass and she would not let me through. She said "Sir these are not boarding passes, go back to ticket counter" I return to ticket counter and there was a long LONG line of customers. Finally when I got to the counter AeroM ticket agent told me "Sir these are boarding pass tickets" OMG ! I missed my flight 2970 @ 15:05. The person @ fault here was the AeroM agent @ secton/gate M PLEASE PLEASE investigate and look at this matter. My cell phone # is [protected] or EMAIL me @ [protected]@yahoo.com THANK YOU !

To whom it may concern,

I recently had to miss a flight on 10/20/19 because they wouldn't let me board with over 20 minutes left before our departure. They said they closed it early since they had to take a bus to the plane. They never announced that at all and then I was forced to buy another ticket home 7 hours later and spend over $500 on the ticket. I also had to spend $31 to recheck my bag for the new flight, since again they wouldn't let me through gate with over 20 minutes before the flight departs! I would like some sort of reimbursement for the hellacious day I had to endure/money I had to spend, since there was never an announcement that they were closing the gate early. I have attached my original boarding pass, the original checked bag receipt, the new flight electronic tickets (that I had to purchase), and the new flight checked bag receipt (that had to purchase). Please feel free to contact me with any questions or concerns. My phone number is [protected]. Thanks you for your help and understanding with this matter.

-Jeremy Pitchford

On Tuesday, I arrived to the airport Manuel Crecencio Rejon, for my flight on Tuesday, Oct. 15, Aeromexico AM 524 (GHUFFF) and was told my flight was told it was canceled, because it was canceled, because it was not payed, i checked my account and it was in process when i checked the agent was very rude rushing us and said we only had 3 minutes, and she was not helpfull. I booked another flight for Wednesday, Oct. 16 and had the same issue, when i arrived and i checked my account and it was in process . I was told i was not going to fly and i tried to pay with my Bank Of America card that is travel reward they said they could only accept cash and they gave me 4 minutes for it. I had to get different cards and get some money i had . I was going to apply for the frequent flier card since i fly 4 to 5 times a year but i will be checking a different airline. I would the agents to be better trained and more respectfull, i would like information please . I have family and friend that fly all the time. We will be taking other airlines, united offered me a card and i will be looking in to it.
Thank You, Raul Sabido.

I miss my plane from Paris to Prague on the September the 20th because my first flight from Mexico to Paris on the flight number [protected] at 18:06 was late for 3 hours late ( Aeroméxico airline)
When arrive to Paris airport try to contact somebody from Aeroméxico no body was at the desk, so I have to buy new ticket for 248 Euros my original was only 98 Euros

I need my money back ASAP

Sincerely:
María Elena Pérez López

Their policies on cancellation or change on flys are unacceptable, they want you to spend more if you want to change something, even more, that what you pay for.

They sell an experience in Business class seats that has nothing to do with what you receive.

When you call for help or options they just keep you on hold until you got desperate and hang the phone.

Aeromexico canceled a flight that I had booked and paid for on my credit card.
They rebooked me without my consent on an alternative flight that departed on a day I was unable to fly on. After numerous calls they agreed to refund the two tickets. The "refund record" that they emailed me is dated 8/20/19. They told me it could take 4 to 8 weeks. Today is October 17, 2019 and I still have not received the refunds. I have placed numerous calls to customer service, I have emailed the aeromexico complaint team and there have not been any resolutions as I still do not have my refund. I would like my money returned to me asap.

To whom this may concern, My name is Araceli Martinez and my Reservation number is ZNVZXS
Please note that I went in through your app and website both because the app was telling me there was an error every time I tried to purchase the upgraded seat and checked luggage with the carry on. I tried several time and it kept saying error, but I noticed one of the times that it saved the seat I was trying to purchase. I thought it was strange that it saved because it told me there was an error. I went ahead and tried several more times to purchase the checked luggage with carry on until it finally went through. When I get to the airport at the check in counter, the gentleman asked me if I would like to check in my carry on at no charge because I would be doing the airline a favor. I agreed because he said no charge. I checked my accounts today and saw there was an unauthorized charge from your airline. When I called customer service, they told me the extra charge was for the checked in second bag. I was told there would be no charge so I agreed to check it in, therefore making it unauthorized and fraudulent. Unless there's a glitch in your system and it took an extra charge when it said Error. It's very possible because it charged me for the seat when it said error. I'm ok with that charge because I wanted that upgraded seat. I'm just not ok with the charge for the second luggage when I was told my luggage would be checked in at no charge. I'm requesting a full refund of the unauthorized charges made by Areomexico.
This is my 2nd email regarding this matter and I haven't gotten a response yet. Thank you for your time and prompt response in this important matter.
Araceli Martinez
Reservation #ZNVZXS
Email [protected]@me.com

Hi, I am Rathi. I was supposed to board my flight from Mexico city to Lima this morning. I arrived at the airport 2 hours before my flight, checked-in my baggage and received my boarding ticket. I went through the security check successfully. I was waiting to board the plane at the gate when the crew told me I needed the immigration form from my previous entry to Mexico. I was told to go out and get the immigration form, and when I did that I wasn't allowed back in without going through the security check once again. I was obviously delayed drastically and finally when I got to the gate, the crew told me I wasn't allowed to board anymore as it was only ten minutes to the aircraft departure. I was told to change the flight and at the counter my flight wasn't allowed to change so I needed to pay 500 dollars now to purchase the next flight. I am so terribly upset with this service. When I got the boarding pass, I wasn't informed of this immigration form. I was allowed to get the boarding pass, check my baggage in and passed through my security checks successfully and yet all these while I wasn't informed of the immigration form and got rejected right few metres from me entering the aircraft. And the airline didn't help at all by asking me to pay 500 dollars when I find this is not my fault at all. If I didn't had the proper documentation why was I even given the boarding pass and allowed to go thru security checks? It's really really upsetting and a horrible experience for me to purchase another expensive air ticket when it isn't my fault. I hope you guys look into this complaint efficiently, thank you.

Do you medical problems of my mother she couldn't take the flight along with my father -I have attach the medical records with medications, along with the ticketing info and confirmation. On the day of the flight she has to go to the hospital early in the morning, she fell and do to her advance age she has a blood cloths on her brain according to doctors who saw her and they provided medications which she can't travel at the time until resolved which we don't know when will that be possible. My father had to stayed with her as of he can't be away do to the medical conditions of my mother.

thanks