Aeromexico
reviews and complaints

I called Aeromexico to try to change a flight for a student that came to stay with my family staying between various family members in Calgary and Edmonton, she leaves from Calgary on July 27th back to Mexico City and was to catch the red arrow bus from Edmonton to the Calgary international airport on the morning of July 27th. unfortunately the tickets for both buss companies are sold out and she is not able to find a ride to Calgary. I called the customer help desk and spoke with a lady that was rude and not at all interested in trying to help us out, I asked to speak with a manager and she told me that "the manager cannot help you either" I insisted on speaking with the manager and she said she would put me through to them. I was on hold for over an hour and nobody took my call. VERY unprofessional.
I explained that 1000$ for a student to change a ticket is unreasonable.
I recently changed the date on 4 tickets that I have purchased and was waived the fee of $100 each ticket through west jet.
customer service goes a long way. I am very dissatisfied with the service I did NOT receive.
putting me on hold for more than 1 hour is not acceptable and I have resolved nothing and need to get this young adult onto a plane

1st, This is not a complaint but a request.
Were were delighted we were going to fly AeroMexico once more for our 2019 winter get away.
But Louise, my wife, received very bad news from her physician after her annual medical checkup appointment. She was diagnosed with a severe and aggressive cancer to her pancreas and liver.
I have waited until now to contact you because I was waiting on her oncologist prognostic on her chance of survival. She probably won't survive to next Feb and even if she would, she probably would not be in good enough physical condition to travel anywhere.
So I am asking if your policies allow for a tickets refund.
My reservation code is YTOEHH.
Marc's e-ticket: [protected]
Louise e-ticket: [protected]
Thanks for considering our request.

Note: I really didn't know what to select in category box bellow

This is not a complaint but really, I am asking a favor.
We were delighted to fly once more with AeroMexico but Louise, my wife, received very bad news from her physician on may 4th, following an annual visit.
She has been diagnose with a severe/aggressive cancer to pancreas and liver.
I have waited until now to contact you because I wanted to make sure we were not going to make it. Well, as per the oncologist, chances for Louise to be alive in Feb 2019 are very slim and even if she is she will be under no condition to travel.
I am asking to see if it possible to have a refund for these 2 tickets. The reservation code is YTOEHH.
Marc e-ticket: [protected]
Louise e-ticket: [protected]
Thanks for considering our request.
Marc and Louise

Note: I really don't know what to select in the category box bellow...

How may concern:
My name is Roxana Hernandez. On July 18th. We double book airline tickets by mistake due that the first one I thought was not completed, they are for my parents J.Jesus Hernandez Medina and Maria S Salud Zendejas de Hernandez. Now we have two confirmation numbers : AVTGKK and UCGKIV. The fly is from San jose California to Guadalajara Mexico on July 31st. 2018 at 10:30 AM. we would appreciated if one can be cancelled and get a refund, we will like to kept UCGKIV and cancel AVTGKK,

Hi My name is Ana augusta Alves De Souza, date of birth March 03, 1955. I traveled by Aeromexico on June 26, 2018, from Los Angeles to Mexico then Mexico to Brazil. When I got in my final destination I notice that my Luggages were destroyed. I would like to get refund for my damage luggages.

Flights information : LAX---MEX

ELZMBO [protected]
Flight AM 645

MEX-----GRU
ELZMBO [protected]
Flight AM 14

Email: [protected]@hotmail.com

I bought my ticket in March of 2017 I was going to Mexico and I purchase my flight for Saturday to arrive Sunday morning in Mexico but they told me that I was supposed to be there in the morning at 12 to get and they told me that I have lost my flight both going and coming so I had to buy again another tickets for me to go and come back but I asked him if I could get at least a refund for the flight coming back because I have not lost that one I was coming back on the 21st of March and they told me that know that I had lost all my flights and I had bought them through a through the internet from a company so I'm trying to see if I can get I need some credit for the flight that I lost coming back home

2 reservations for the same people, same day, same credit card. 

reservation 1#: BBNJFP

reservation 2 #: VOZLPI

 1ST under [protected]@cox.net Reservation I entered all information my computer kept buffering and then said my session time had expired and I had to start over.

2nd reservationunder:[protected]@gmail.com

my sister used her computer and booked the tickets. 

Reservations for Francisco Hernandez and Gregoria

for July 31st from Guadalajara to Tijuana at 12 noon.

I would like a refund for one of these two reservation. Same credit card was used ending in 0653.

Unfortunately I had to speak to 3 different people to get an email address to send my refund information. I look forward to hearing back from you.

Thank you,

Jenny Huesias

I reserved a ticket that was suppose to be for my father in law .I put His Name !His Date of Birth !and phone number! I had only used my email to print out boarding pass But for some reason the ticket was under my name! When I noticed customer service did not let me change it! I can't believe this I never had this happen before! I've used other airlines and reserved tickets for them and didn't have an issue for using my email.. PLEASE IF I COULD GET A REFUND I HAVE NO USE FOR A CREDIT ! I DONT TRAVEL!PLEASE CALL ME BACK [protected]

have been trying to get a refund for a flight since 4-17-18. Joaquin Raul cano Diaz does not help. I've sent him all the information needed. I've emailed him on 4-17-18, 5-7-18, 5-16-18, 5, -21-18, 5-29-18, and 6-6-18 and nothing. Because your company canceled a flight, I had to spend $250 to book another flight for my parents. Flight #AM782 for may 13th at 9:30pm to arrive in los Angeles at 11:00pm. Very disappointed in your companies service

My name is Veronica Contreras and I purchased a one way ticket from Durango to Tijuana in April 2018 as I arrived at the airport I was unbale to use that ticket because there was a mistake on ticket re name it was printed Veronica Contreras Howard and I am not Howard so for that reason I was unable to use ticket and had to purchase a new ticket so I am asking for a full refund
thank you
ticket# [protected]
please call me at
[protected] or
[protected]

July 10, 2018 - I booked a flight on the website round trip from San Francisco to Guadalajara. I mistakenly did not print out the reservation from the website as I thought I would receive a confirmation by email. When I did not, I called Aeromexico to find out that my reservation under "My Trips" was from LA to Guadalajara - a reservation I would never have made! The agent told me I should have booked directly over the phone as there has been trouble with the website. Unfortunately I must cancel the trip and pay $215 per ticket. I was given a number for each ticket which I can use over the next year. This is not the same as getting a refund or full voucher for what I consider to be the mistake of Aeromexico. Is there any hope for me?

My wife and I Stephen(Ryan and Erica) Macaulay Plaque was taking away at the customs this morning 7/10/18 I don't understand why and they wouldn't give us a logical reason why. It is a wooden small surf board about 2 feet high it has all my families signatures and our name . I will file a complaint and a lawsuit for terrorism and unethical behaviour from your employees. If I can't get this resolved I will file a law suit. Thanks this is the reason why tourism in Mexico isn't happening make something different this time so I don't have to take this to social media.

We arrived to go on vacation and where redirected out of line by a airline worker in a blue vest. She stayed we could use the kiosk to retrieve our tickets without luggage. While she sat trying to help us the window closed. With an hour left to board it was explained to us we had now missed our flight. We where redirected to customer service in an orange vest. Each step along the way your staff explained missing our flight was our fault. The charges for missing our flight, lost room fee, rental car, and sitting in the airport for 7 hours to wait on the next flight $2000. I'm very upset that through no fault of my own I was removed from the line I was standing in and told it was just too bad. This is unexceptable and very poor customer service. Way to pass the buck DFW. Never again.
The Wyrick Family

(1st email sent on 2/15/17) Good Morning my name is Juan Ledesma,
and I am requesting that I get a refund on my flight that was scheduled on FEB 20TH 2018 airline # SZKUPV. My wife and children also had reservations. I called to cancel approximate 02/06/2018 and I was told that I could not be refunded. I spoke to a rep at Aeromexico and was told that I could only get a refund for one of 2 reasons, medical or illegal. And the reason I canceled was due to a cancellation order of deportation that was I had the pleasure of canceling my flight. Therefore I am sending this email in request of my refund. I would hate to have to report this incident to consumer affairs transportation or the aviation consumer protection agency. I paid 599.00$ and hope to get this refund. My family and I would really benefit from this refund. Please take in consideration and help me resolve this issue.
Thank you,
Juan Ledesma
[protected]
(2nd attempt) I have filed a consumer complaint with aeromex regarding my 599.00$ refund. This is my second email. As I tried reaching out to someone there at aeromex for my refund. I do have proof of legal matters that I had to cancel my flight with my family. Therefore I hope this matter will be resolved with the complaint I filed this morning. Thank you...

(3rd attempt)
Sorry for any inconvenience but I have called several times and this is the exact same email that the aeromex is giving me. And when I asked to speak with a supervisor they continue to tell me that not one is available. If it is true that all calls are being recorded then i'm not sure where else or who to contact. I have already reached out out the dot consumer complaint this morning. I was just hoping to simply get my refund.

Those are 3 attempts that I have tried to reach out aeromexico to get my refund. I did have justifiable legal reasons to get my refund back according to aeromexico a legal reason for canceling my flight on a short notice is that I had deportation papers in order and my immigration lawyer told me to cancel the flight due to possible forgiveness that the my family and I will not have to relocate in mexico. I faxed my court document showing that forgiveness and the immigration allowing my and I to stay in the states. Please help me and my family get our full refund as we would benefit and appreciate any assistance. Thank you

We traveled my family and I from Mexico City to Portland June the 27, 2018, at 6:40pm from Mexico City to arrave in Portland at 10:45we was waiting for more then 3 hours to take the plain and we try to ask some many times to the people from aeromemexico wish gate ours tickets are because all the screens has just show a letter K and they don't want to help us, they said wait here until the screen shows the gate, and we start walking and asking and we belly hearing last called to abord the airplane we was running and finally found it and the people who was there they didn't let us take the plain, one guy, he said because they stop abording people and he was acting bad we us we try to speak with the supervisor and she was really rude we us, we was 9 people with the same problem it was a directed fly to Portland and never the happened to us I'm so disappointed with that, Aeromexico has really bad customer services in Mexico City and they don't have a good training, I will send pictures of the people who is in charge of the customer services in Mexico City any question this is my number [protected]

My wife and I traveled from atl to pvr on may 19, 2018 on am6263, returning to atl on may 26, 2018 flight am 3002.

I was not credited with my skymiles through the delta skymiles program. Delta tells me that I needed to contact aeromexico to get my ticket number (13 digits long).

Over the past 90 minutes I have been to at least 10 of your websites, 7 telephone call and numerous web chats — only to get bounced around from one site to another.

All I need is a simple 13 digit number so I can get my skymiles.

Can you help?

David wilson patterson

Hi my name is
Maria del Rosario Rodriguez DOB 12/19/1980 DL# D1092526
Itinerary# [protected]
Policy #[protected]
Confirmation # mpmcaw
Travel date July 7th

My current situation is my mom suffered a stroke this past Monday and she has no one to help take care of her. Initially I had made reservations on these tickets to go visit her & vacation but with the obvious circumstances, I am being forced to speed up my trip & instead of a vacation, I need to go pick her up so I can bring her so I can provide for her the care that she needs. Now with that said, I need since this is an emergency, a change on my tickets with no additional charge. Due to this is an emergency and no longer a vacation. She has no way to get around and cant walk & my aunt who is also very sick called me today to notify me that we need to go get her now before her health deteriorates. I cant provide DRs note cuz its in mexico, but i really appreciate a call back since this is a emergency matter at 209 550~1483

The flight subject of the complaint (KL 9002 operate by Aeromexico AM 0270) was the final leg of the Milan Malpensa - San Jose del Cabo flight on 2/5/2018 (MXP-AMS KL1634 at 19:30, AMS-MEX KL8990 at 22:25, MEX-SJD KL9002/AM0270 at 06: 50 of 3/5/2018 with arrival in SJD at 8:23 am). At the time of online check-in I realized that this flight had been cancelled and I had been rebooked on flight KL9016 (operated by Aeromexico) which departed from MEX at 21:50 on 2/5 and therefore before my arrival at MEX. I contacted the KLM call center, which told me that it was an automatic computer error and that by telephoning the Agency where I bought the flight everything would be fixed without problems. The solution was to leave the following morning at 6:40 am with arrival at 11:30 pm on 3/5 (so the loss of a whole day of stay).
Moreover when we landed in San José del Cabo we did not find our luggage, so we filed a complaint and the baggage was delivered to us after two days

RE Ticket Reservation Number THNMNA.

I phoned today to try and get some help with my son and girlfriends tickets. They are in Nicaragua and the troubles there are heating up and very unsafe. An American was just killed at a road block. The hostel they are staying in is busing them to Costa Rica they do not feel comfortable taking the bus back up to Managua to catch their flight back to YVR via Mexico City. I spend a long time on the phone with an agent to see if they could fly from San Jose back to Mexico City instead on the same day as their ticket. I was quoted a price as high as $1000 and low as $865.00. These kids do not have that kind of money. I asked to speak with someone in charge and she would not let me. I was very kind to the agent but still no help. I explained the situation stating they did not choose to change their tickets but it was a matter of safety, they did not want to get shot during the up rise. I also asked if they could have that portion of their ticket refunded and she said non refundable sorry. This is a special circumstance and I was not happy that they could not be helped. I also asked if they found their own way to Mexico City could that portion of the ticket be left open she said no it will cost you $800 plus dollars per ticket. As a result I have had to book a one way ticket home from San Jose for $284.00 per ticket all the way back to Vancouver. This seems a little ridiculous. I am so surprised that your airline could not help and disappointed. Safety first I would never wish anyone to do anything that was dangerous. I look forward to your response. The date of the call was June 4th, 2018 time of call 1:30PM PST. I called your 1-800 number for Canada. These kids do not have a lot of money and a refund for the unused portion of the ticket would be greatly appreicated

https://www.complaintsboard.com/new_complaint/

This is a kindly reminder regarding you case [protected].

Subject Case: charges
Description:

Ticket number(s), [protected] and [protected]

Date travel 19 April 2018

Route of travel - From Austin, TX to Puerto Vallarta and return

From: [protected]@salesforce.com [mailto:[protected]@salesforce.com] On Behalf Of AM Complaint Team
Sent: Wednesday, May 30, 2018 5:31 PM
To: [protected]@hot.rr.com
Subject: RE: charges | Case # [protected] [ ref:_00Dd0esfE._5000V1Bo2Ln:ref ]

Dear Mr./Mrs. Martha,

This is a kindly reminder regarding you case [protected].

Please share with us the information / documents requested on previous email in order for us to be able to provide an answer to your problem/ request.

*Respond always in the same email thread, without modifying the subject*

Subject Case: charges
Description: We are oin need of ticket number, date and route of travel

Thank you
ORLANDO ROMAN GONZALEZ LOPEZ

May 22, 2018
Martha Green
4801 Greenlee Dr
Killeen, TX [protected]
USA
Claim Number: [protected]
Bill ID: [protected]-001
Dear Martha Green,
Good news! We have processed a payment on the claim you recently filed with Allianz Global Assistance.
If your financial institution is unable to process the electronic payment, a check will be sent to your
address on file.
Please contact us if you have any questions about your claim or payment.
Based on the claim documents you submitted and your policy coverage, we are unfortunately unable to
issue payment for the full amount of your claim. Please see details below:
Your claimed expense amount of $846.94 was adjusted according to the terms of your policy, and we are
issuing a $350.00 approved claim payment. The following Trip Cancellation benefit coverage features
guided the adjustment:
Reason:
 The amount you submitted with your claim exceeded the coverage amount provided under your
policy. Please refer to your Letter of Confirmation for specific coverage details.
Other coverage may be available under this plan or other insurance. Review your policies for details, or
contact us for more information.
We're glad we could be there for you and would like to know about your experience. Your feedback is
very important to us and will help us improve our services for the millions of people who use Allianz
Global Assistance each year.
Thank you again for choosing Allianz Global Assistance. We look forward to protecting you next time.
Sincerely,
The Claims Department
Allianz Global Assistance
Allianz Global Assistance
P.O. Box 71533
Richmond, VA [protected]
TRVL_PARTPAY
REV 01/2018
Insurance benefits underwritten by Jefferson Insurance Company. Plan administered by AGA Service

Complaint to Priceline 23 May 2018
Unethical Representative Behavior (Mark)

Name of flight manifest: Martha Allen Green
Date of original flight: 18 April 2018
Flight/reservation #: [protected]
Cost: $339.91 ECONOMY
Trip Protection plus 22.75
Total $362.66

Due to my emergency room visit the early hours of 18 April 2018, I was late arriving to the Austin airport for my flight to Porto Vallarta. The Plane had been boarded. There was no other flight that day.
I live 70 miles away and in great pain, I booked a room in Austin to fly out the next day.
I called to rebook my flight for the next day, 19 April 2018 and spoke with Irais, who gave me a cost of $692.97. I wasn't given a confirmation number.
I called back around 1800/6 p.m. to get the confirmation number.
I spoke with Mark, who said I didn't have a new reservation for 19 April 2018. I gave him the information I had about the flight at the same time the next day as that was the only one to Puerto Vallarta from and return to Austin, TX.
Mark started rebooking my flight again to Puerto Vallarta for 19 April 2018 for the same time as on the 18 April 2018. He was booking the flight and said oops, that's gone. He (Mark) said the cost would be $851.94. He never said/mentioned at any time, this new cost was after a deduction for the original flight; what the class was, Economy, Premium Economy or Business, or I-Business. Nor did he state that there was an exchange fee of $100.00 and a Service fee of $30.00.
I feel as if I have been price gouged and my situation taken advantage of; Relying on Marks Unethical Behavior

From: [protected]@service.priceline.com [mailto:[protected]@service.priceline.com]
Sent: Wednesday, April 18, 2018 7:09 PM
To: [protected]@HOT.RR.COM
Subject: Priceline Ticket Exchange Receipt for Itinerary #[protected]

Dear Customer,

Per our discussion, your tickets have been changed and the following is a financial breakdown of the exchange:

Ticket Information: Per Ticket Amount Total Amount
Original Ticket Base Fare: $215.00 $215.00
Original Ticket Taxes: $124.91 $124.91
Original Ticket Total: $339.91 $339.91

New Ticket Base Fare: $932.00 $932.00
New Ticket Taxes: $124.85 $124.85
New Ticket Total: $1056.85 $1056.85

Airfare Difference: $716.94 $716.94
Airline Charges:
Fare Difference: $716.94 $716.94
Exchange Fee: $100.00 $100.00
Total Airline Charges: $816.94 $816.94
priceline.com Charges:
Service Fee: $30 $30
Total priceline.com Charges: $30.00 $30.00

Total Amount Charged for Exchange: $846.94 $846.94
Date of Exchange: Wednesday, April 18, 2018
Please visit the Check Status section of our website to view your updated itinerary. If you have any questions, please contact our Travel Services department.

Thanks,
priceline.com Customer Service
13

From: [protected]@cs.priceline.com [mailto:[protected]@cs.priceline.com]
Sent: Wednesday, April 18, 2018 7:09 PM
To: [protected]@HOT.RR.COM
Subject: Important Information Regarding Your Travel to Puerto Vallarta

Dear MARTHA GREEN,

Below is a copy of your itinerary:

MARTHA.ALLEN GREEN Trip Locator: 3UPWDP

Electronic Ticket Number: [protected]

Flight: Thursday, 19 April 2018 Airline Reference: HBJUEQ
Austin (AUS) to Mexico City (MEX)
Aeromexico - Flight AM 2687 Status: Confirmed
Aeromexico

AM2687* Depart
Austin Bergstrom International Airport
Austin, TX, US
Thursday, 19 April 2018
1:45 PM
Arrive
Mexico City Juarez Int'l Airport
Mexico City, MX
Thursday, 19 April 2018
4:10 PM
Terminal 2 Status: Confirmed
Cabin Class: I-Business Class
Duration: 2h 25m
Miles Flown: 762
Aircraft: E90

Meal Service: Cold Meal
*OPERATED BY AEROLITORAL DBA AEROMEXICO CONNECT
AM

--------------------------------------------------------------------------------

Passenger(s) Seat Requested Services
MARTHA.ALLEN GREEN 01D Confirmed

--------------------------------------------------------------------------------

*Frequent Flyer:

Flight: Thursday, 19 April 2018 Airline Reference: HBJUEQ
Mexico City (MEX) to Puerto Vallarta (PVR)
Aeromexico - Flight AM 0148 Status: Confirmed
Aeromexico

AM0148* Depart
Mexico City Juarez Int'l Airport
Mexico City, MX
Thursday, 19 April 2018
8:15 PM
Terminal 2 Arrive
Puerto Vallarta Ordaz Airport
Puerto Vallarta, MX
Thursday, 19 April 2018
10:03 PM
Status: Confirmed
Cabin Class: I-Business Class
Duration: 1h 48m
Miles Flown: 396
Aircraft: E90

Meal Service: Refreshments
*OPERATED BY AEROLITORAL DBA AEROMEXICO CONNECT
AM

--------------------------------------------------------------------------------

Passenger(s) Seat Requested Services
MARTHA.ALLEN GREEN 03D Confirmed

--------------------------------------------------------------------------------

*Frequent Flyer:

Flight: Sunday, 22 April 2018 Airline Reference: HBJUEQ
Puerto Vallarta (PVR) to Mexico City (MEX)
Aeromexico - Flight AM 0157 Status: Confirmed
Aeromexico

AM0157* Depart
Puerto Vallarta Ordaz Airport
Puerto Vallarta, MX
Sunday, 22 April 2018
6:00 AM
Arrive
Mexico City Juarez Int'l Airport
Mexico City, MX
Sunday, 22 April 2018
7:35 AM
Terminal 2 Status: Confirmed
Cabin Class: U-Economy Class
Duration: 1h 35m
Miles Flown: 396
Aircraft: E90

Meal Service:
*OPERATED BY AEROLITORAL DBA AEROMEXICO CONNECT
AM

--------------------------------------------------------------------------------

Passenger(s) Seat Requested Services
MARTHA.ALLEN GREEN

--------------------------------------------------------------------------------

*Frequent Flyer:

Flight: Sunday, 22 April 2018 Airline Reference: HBJUEQ
Mexico City (MEX) to Austin (AUS)
Aeromexico - Flight AM 2686 Status: Confirmed
Aeromexico

AM2686* Depart
Mexico City Juarez Int'l Airport
Mexico City, MX
Sunday, 22 April 2018
10:05 AM
Terminal 2 Arrive
Austin Bergstrom International Airport
Austin, TX, US
Sunday, 22 April 2018
12:30 PM
Status: Confirmed
Cabin Class: U-Economy Class
Duration: 2h 25m
Miles Flown: 762
Aircraft: E90

Meal Service: Cold Meal
*OPERATED BY AEROLITORAL DBA AEROMEXICO CONNECT
AM

--------------------------------------------------------------------------------

Passenger(s) Seat Requested Services
MARTHA.ALLEN GREEN 17A Confirmed NONE

Airline Confirmation #: HBJUEQ

Passenger / Ticket Number:

MARTHA GREEN [protected]

Airlines adjust flight schedules for various reasons; this is a common practice and and since your airline can continue to change flight schedules, please call the airline to confirm your flight information prior to each departure. As a reminder, if your itinerary includes a codeshare flight, you are required to check-in with the operating carrier upon arrival at the airport.

We hope you find this information helpful.

Sincerely, Priceline.com Travel Services Team.

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