Aeromexico / instead of giving me a rebooking they made us pay a new ticket

416 De Leon Dr., Mexico Review updated:
Contact information:
Phone: (915) 203-0157

We asked staff, from aeromexico where our gate was so we sat where they told us. It was the wrong gate so we missed our flight. When we approached to seek counter for help, customer service was so rude. Didn't want to help us instead of giving us a rebooking they made us pay for a new ticket.

Jun 29, 2015
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  • Ae
      3rd of Aug, 2015

    Date August 03, 2015

    Ms. Yvonne Gates
    416 De Leon Dr.

    Re: Aeromexico Case # 798399

    Dear Ms. Yvonne Gates,

    Thank you for taking the time to contact Aeromexico in regards to your claim making it of our knowledge of the experience you encountered on your most recent trip.

    Your claim has already been responded to on July 2, 2015 by Aaron Angeles, our Customer Care representative, please see below.

    --------------- Original Message ---------------
    From: Customer Relations [[protected]]
    Sent: 7/2/2015 12:35 PM
    To: [protected]
    Subject: RE: Rebooking [ ref:_00D301HUqw._50013p8wsO:ref ]

    Dear Ms. Gates

    Receive our sincere apologies for the difficulties you found while travelling with us last 18th of June.

    Please be advised that whenever a passenger is late for a flight a change fee of 200 USD must be charged and a Price Adjustment in order to place them in the following flight.

    It is of our knowledge that your previous flight AM279 from Ciudad Juarez operated with no delay and that you had more than two hours to reach the gate of your connecting flight.

    Regarding flight AM166 to Culiacan all passengers were called to board at 16:35 and they were boarded without a hitch.

    I beg for your understanding, though, since most of the personnel at the airport are hired directly by the airport and their behavior and manners are completely beyond Aeromexico’s control.

    Best Regards

    Aaron Angeles
    Customer Relations Executive

    According to our records your flight had already closed when you arrived for boarding your flight. Our flight must be closed out within certain time period in order for Aeromexico to complete the necessary weight and balance process and still have an on-time departure. Our airport Agents are to advised passengers of the next flight available applying a penalty fee and fare difference fee.

    Air Transportation does not required airlines to refund passenger for arriving late. As always, comments from our passengers regarding their experiences are both encouraged and appreciated. Your comments have been added to our monthly report to our upper management and to the areas involved for the appropriate measures to be taken. Our goal is to become your preferred carrier, and we understand the importance of providing a consistent, safe, reliable and professional service to achieve this objective.

    We regret all the inconveniences you encountered on this occasion and that you missed your flight. Again we thank you for bringing your concerns to our attention. We appreciate your feedback. We look forward to the opportunity to welcoming you on board a future Aeromexico flight.

    Adriana Ruiz
    Consumer Relations Coordinator US/CA

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