Aeromexico
reviews and complaints

On april 2, 2018 delta 8090 operated by aeromexico was delayed leaving morelia to mexico city. On the tarmac another 15 minutes in mexico city. Waiting for a wheelchair 10 minutes. These delays caused us to miss our connection on delta 8049 operated by aeromexico from mexico city to san francisco, ca usa in spite of running through the airport to the gate.
I paid $128 for upgrades. Aeromexico was able to find a flight the following morning to san francisco without upgrades.
I would like a refund for the upgrades.

Ticket #[protected] (magdalena lara hickey)
Ticket #[protected] (robert lara)

I have issue with my reservation Confirmation # BXHYLK that I booked back Feb. 6th, 2018 your system is showing both reservations as same person that is myself Michael Pottorff and Michael Jeffery Pottorff, the second reservation is suppose to be under wife name Tina Gomez. Once this was noticed I called Customer Service (800) 237-6639 over two weeks ago and spoke to representative about the making the correction and was told there was $150 fee I asked to speak to a supervisor and was place on hold for over 30min and then was disconnected. After calling back on the Mar. 28th I was place on hold and then was disconnected 2 times after the finally connecting to representative explaining my situation was placed on hold for over 40min was told their system wasn't allowing it go through, and told me that I need to go airport to have them handle it. Which I did the following day Mar. 29th at 10am but the hours the counter was open is only from 11:30-13:45 and I wasn't able to wait. I just called again Apr. 2nd today after being disconnected and placed on hold for several minutes and was told that I need to email customer service because there was a policy change. This has been very frustrating for having to make a simple request to change a name on reservation.
I was then told that I need to send a email to AeroMexico compliant to department that they would be the only ones that can help from here, after two emails haven't received any response.
This has to be the worst customer service that I have ever dealt with.
Michael Pottorff
[protected]@yahoo.com

We want to complain about the fligth AM 680.

We were suppose to take the flight on the february 4th 2018 from Mexico city to YUL on time of 1h10 am, but the fligth was cancelled and we took the next fligth at 9h00 am the february 4th 2018.

There was no hotel for us because there was no room available. They told us that we have to stay at the airport and wait for the next flight to make a complain about the waiting. We waited over 8 hours at the coldest airport without blankets. We didn't sleep at all because it was uncomfortable and cold.

Annie Corriveau ETICKET [protected]
Stephane Boudreault ETICKET [protected]

This was very bad service and we want some refund or compensation .

I need to file a complaint and requesting a FULL refund for a ticket purchased 1-4-18, IAH to ZIH round trip, 5-3/5-8 2018

Ticket # [protected] for $ 483.50 on my chase credit card . NHABFG

I purchased via( cheapo air) back in 1-2018, Then in March 2018 your airline made an unacceptable change in my itinerary, requiring a full day layover on 5-2-18 . This was never accepted by me !I have made numerous calls and emails without success . It was necessary to purchase another ticket with interject with an acceptable itinerary

That credit card was closed because of fraud activity and replaced with a new one .

Robert Phillips DDS

Reservation code WTUUGB
Ticket number [protected]
Name Stella Jean Shelly
Birthdate FEB 13 1943 - Age 75 yrs old.
I am requesting a refund on my Visa due to an accident.
I have a due to a recent fall and badly broke my Patella (knee cap)
I had surgery requiring screws and wires to repair my knee March 19 2018
I require extensive physio therapy for several months (up to a full year) and have been advised by my Doctor Saliken not to travel.
Due to my age I do not anticipate traveling in the future.
(I am sad to miss this trip to Peru as it was my last big trip.)
A refund on my Visa would be greatly appreciated. Thank you.
I have photos of my knee, but do not know how to send them.
I will be happy to provide them if required. (with help to send them)

On March 25 I flew from Leon to LAX and was offered an upgrade which I was charged for. I found just before flight time that I should not have been charged anything because I have Silver /elite status with Delta where I made the reservation. My ticket number is [protected] and I was charged MXN 2958 on my American Express card. I would like a refund posted to my Amex card.

Aeromexico Airlines. We arrived Mexico Airport at 4:40 a.m., told to go gate 78 for connecting flight 569 to Cancun @8:20. I asked flight crew at gate 3 times to look at my ticket to confirm at right gate. I was treated rudely and disrespected every time and pushed away. Checked screen again said gate 78. At 8:00 we panicked when fourth time crew member finally said we were at wrong place. I was hysterical and ran across entire airport to get our flight and was denied boarding. Devastated and crying, I went to customer service, then to L1 to get ticket next flight, waited in line so long it was too late for next flight so got ticket for next flight 2 hours later Counter #117 Ericka Martinez made us pay $350 and would not let me talk to supervisor. I later found supervisor NAYELI explained situation that we had no money left to spend on vacation because we were treated so badly and given the wrong information 3 times who "authorized transfer" "and said to "go back to L1 counter to get our money back". We went back #117 Erika Martinez told her what supervisor said and would not let me talk to supervisor there. She refunded part of our money and handed our tickets back with gate info. We waited, boarded plane and was told NO! ticked cancelled. This clearly was a huge mistake by Ms. Martinez and again I had to go back to L1 Counter and purchase ANOTHER ticket and charged my husband $350. My husband is very sick and this was very detrimental to his health. We spent the entire day in the airport and was extremely stressed. Our patience was met with hostility and the worst customer service I have ever experienced. I also spoke with supervisor Maurico Perez Franga as well and he assured me I was entitled to a refund and the process would take 10-15 days due to your employee's mistake that caused us to miss an entire day of our vacation.

My name is Beatriz Smith i flew with your company Sunday March 11th 2018 flight AM 472 from VillaHermosa to Mexico City @0605a.m. then from am019 Mexico city to Los Angeles Ca 0925 a.m. I arrived at my home in California to find that my luggage was in shambles. Your luggage people are thief! Not only did they steal my designer used underwear but also my mascara and my Estee Lauder perfumes. Left the trash of boxes of my perfumes on my luggage all in pieces. How is this matter going to be resolved? I need a reimbursement! Please contact me at [protected]

hola, desde principios de febrero espero una respuesta con respecto a una queja que envié 2 veces. Entonces, te digo. Voy a Montreal de 27 de enero de, 2018 el vuelo 637 a las 11:10 pm a ir a Huatulco. Me detengo en la Ciudad de México llegó a las 4:40 am del domingo, 28 de enero. Mi vuelo a Huatulco es a las 8:10 am el vuelo 2550. Mi vuelo de regreso boleto 2551 a las 9:51 am febrero parada sexto en la Ciudad de México llegó a las 11:25 de la mañana para volver a Montreal vuelo 636 a las 3:35 pm de la llegada Montreal YUL a las 9:55 p.m. Esa fue mi itinerario inicial de este viaje que fue pagado en su totalidad $ 587, 16 canadian.aeromex 13.959.803.120.409.
Pero, perdí mi vuelo 2550 en el aeropuerto de la Ciudad de México y tuve que comprar otro boleto y tomar otro vuelo 2551 el mismo día a un costo de $ 511.32 canadian.aeromexico h2h ciudad de mex000. Es casi el mismo precio de mi boleto de ida y vuelta. Podría considerar mi solicitud de reembolso por favor. Hay varias compañías que no cobran nada por tomar otro vuelo. Cobrame una tarifa razonable pero no el precio de un viaje de ida y vuelta.
Espero con interés escuchar de usted pronto.
¡Gracias!
Louisette Dagenais [protected]@hotmail.com

Date: 2.19.18
Flight# AM 662 - from Guadalajara to San Francisco
Person filing the complaint: Marlene Sibley

To Whom It May Concern,
On February 19, 2018 I was traveling from Guadalajara to San Francisco I'm AeroMexico, Flight # 662 and I would like to file a complaint. This flight had very tight seating, maybe 4 inches of leg room. My husband, who is 6'1 was forced to sit with his legs wide open. I am 5'3 and was also cramped but still had a minimal room space. The person in front of me reclined their seat to where I was totally swished. I asked the woman to move her seat up and her response was, "Can I recline after you sit down." I said that my legs would be cut off... she continued to leave her seat back. I then got up to move to an empty seat in the back of the plane. I saw the flight attendants in the back chatting so I asked if they could make an announcement asking if passengers could please not recline their seats since there was limited leg room. But the response I received from the male flight attendant was that he could not make this announcement since it was the passengers right to recline their chair. I said, "What about me?" He said there was nothing he could do. I then explained that my husband was quite uncomfortable at 6'1 and he said, there is nothing he could do. Then I sat down in the empty seat in that last row and he told me that I would not be able to sit there because it was for the crew, which I totally understand. To make my point I said, "Would you expect your mother to sit cramped like this?" To which he replied, "My mother is dead." I didn't see what that had to do with my example so that he would have a little empathy. With that, I left, upset and walked back to my cramped seat.

Next, the male attendant wheeled the beverage/meal cart up the aisle and
asked my husband to move his legs out of the aisle to which my husband replied that he was not able to because of the room. The male flight attendant then threatened to call the authorities upon arrival at SFO if my husband did not immediately squeeze his legs into the seat area. The male flight attendant said, "I know your wife is upset and she mentioned my dead mother." This was totally unacceptable comment to make since I was not attacking his dead mother.

I am a travel agent and frequent traveler and when a situation like this has come up in the past, the flight attendant would try to help by offering another seat, asking the person in front to please move their seat up or realizing how uncomfortable the seats were for the 4-5hr flight, he could have made an announcement as I requested to the passengers asking them that due to the small amount of leg room, please be considerate to the person behind you and not recline, if possible. He did none of these. Had we known that the seating on this plane was so limited we would have requested an emergency exit.

I am writing this complaint not because the passenger in front of me did not move her seat in an upright position, which she did later and I thanked her and apologized for seeming irritated. I am writing this complaint because of the response I received from the male flight attendant. I was told that the person in front of me had the right to recline and limit my space but I had no right to keep my space. There were no alternatives offered. This is not the customer service that I believe AeroMexico would approve.

I would appreciate if you can explain to the male flight attendant (I believe his name is Ramas) how unhappy I am and that I meant nothing bad about his dead mother. I only wanted to keep my space. I would also like to ask that the male flight attendant is reminded that customer service is part of their job and that he should have offered some options. His professionalism was truly unprofessional and threatening us with the authorities was totally unnecessary.

On this trip to Mexico flying, Aeromexico was excellent until this situation.
I am not asking for anything just that you help this flight attendant understand that customers are important and referrals come from happy passengers. I would appreciate an apology from the flight attendant.

I would appreciate if you could let me know how this issue is resolved.
Thank you,
Marlene Sibley
Sibley Adventure Travel
650.504.5494
www.sibleytravels.com
[protected]@sibleytravels.com

On January 2 I started my vacation from Los Angeles to Tapachula Mexico, on the Aeromexico flight AM-649 that made a stop in Mexico City. We arrived around 4:00 am. 35 minutes earlier than expected, the plane announced that our luggage would be on the belt number 3, there we were waiting around 30 minutes when we realized that the luggage was coming out from belt number 1. When took my luggage I continue to make change of flight and leave my bags in the other strip, when an officer asked me to do a reviction, when he is working on it, he broke a quinceanera dress to open the suitcase abruptly. apart from that they wanted to charge me a fine for arriving with tags, when I reminded him about the dress he let me pass and I was able to deliver my bags for the Aeromexico flight change AM-2776 that left at 7:20 am. When I made the registration and migration process, I proceeded to look for my boarding room, which was number 75D. I lined up to board at the house at 6:35 am when the young lady who was at the boarding gate receives my pass and sees it. she tells me that my flight had already left... something that I and other passengers knew was not true... she never confirmed that we were in the wrong room as it was seen that she was in a very bad mood and rushing to the passengers, the only thing she told us was that we had to leave the airport and go to the Aeromexico office and deal with the managers there. (I think that if she had directed us and sent us to the lower part of the airport we would have taken our flight in time) When I am going to discuss this problem with the Aeromexico office, they tell me about a $ 2, 000 US fine. or $ 32, 000 MX. for returning my flights since all my flights automatically lose something that I did not know. Apart from having bought my flight package 1 time, I had to buy another flight $ 92US from Mexico City to Tapachula, then I bought the flights from Tapachula to Manzanillo for $ 500US. The day January 20 was when I traveled to Manzanillo Col. and was there when I finally discovered about room 75 at the airport in Mexico City has 2 rooms in the upper part of the airport and 2 rooms in the lower part of it. Please Aeromexico, train your workers better and take care of your attitude with the passengers and more if we are international passengers... we do not know the airport and very big and they do not understand that... On January 09 I called Aeromexico for confirm my trip and they confirm my trip back to Los Angeles where the young Mario says that everything is in order and there is no problem... now my question is, where the customer service is based to give this kind of information because days later I called again commenting on what happened and only that way confirmed the canceled flights, I could see that they do not have control.
Thank you very much for your time and I hope that for the years that I have traveled with you I can recognize the setbacks that your employees have made me go through... thank you very much,
Benneth Rodriguez.

Tickets were booked for myself (Rodney Keelty) and my wife (Catherine Keelty ) for final destination in Manzanillo, Mexico. The tickets were Visa paid with the e-tickets as follows:
Rodney Keelty: booking reference [protected]. E-ticket Air Canada [protected]
Catherine Keelty: E-ticket [protected]
Itinerary for both:
Air Canada 8326 Jan 15/2018 Sault Ste Marie, Ontario to Toronto, Ontario
Air Canada 1982 Jan 15 /2018 Toronto, Ontario to Mexico City
Aeromexico 2564 Jan 16/2018 Mexico City to Manzanillo, Mexico
WHAT OCCURED:
Due to a weather flight delays In Toronto our flight from Sault Ste Marie was held up causing us to miss our flight from Toronto to Mexico City. We went to Air Canada Customer Service who rebooked us on their next flight to Mexico City leaving the following morning Jan 16. They additionally did the rerouting for another Aeromexico flight to Manzanillo which was #2568. Air Canada gave us the rerouting receipt/tickets (below) and were told to present these to Aeromexico at check in.
Rodney Keelty #[protected]. Record Locator KLBNVR
Catherine Keelty #[protected]. Record Locator LHLK85
Upon check in the agent said "I can find Catherine Keelty but not the other". The male agent then asked another whom we assumed this lady to be his supervisor. The total result being the rerouting documents were not accepted with us being required to purchase 2 new tickets ( business class only available at a cost of Max $ 12, 042). 2 tickets even though they confirmed they have record of one of us. The agent told us to keep the receipt which carried the following numbers :
86984881MEXAO. Codego De Reservation UITVQA. Visa MXN12042
Afiliacion 9578139
We are requesting a credit for the double payments made to your airline and can supply you with copies of all documents referred to. Thanks/Gracias

Hi, I have already sent you my complaint but not sure if you have received it. I bought my ticket the 23.01.18 for 587.16 Canadian dollars in full including the return and you charged me an other amount of 511.32 Canadian dollars the 28.01.18 because I missed by inadvertence my connecting flight 2550 the January 28 the to Huatulco at 8h10 am [protected]
The next flight was at 13h30 the same day to Huatulco flight 517 and I have been charged 511.32 canadian dollars. Please revise my whole trip and the cost which sincerely I think it is to much. I will appreciate an answer very soon.
Louisette Dagenais

Regarding AeroMexico Conf.# OOQXID for round trip YYC to San Jose, Costa Rica, Jan.28/10 - Feb.28/18.
Due to medical issues, my doctor issued a "No Fly" recommendation for dates including Dec.17/17 through to Jan.1/2019.
I have supplied AeroMexico with my doctor's note and they have yet to contact me with a refund directive for any refund to my credit card.
The only information I received from AeroMexico is that they have issued me a 'travel credit' that is only valid until October, 2018... still within the doctor's restriction.
I have a number of AeroMexico 'case numbers' that have been generated upon my inquiries, the latest being [protected] (Feb.20/18)... but all I seem to get from any contacts is to "wait for an email" and there is no way that I can contact anyone in the AeroMexico customer service centre directly.
This seems to be a very unethical position for any airline to take, especially since there has been more than adequate notice and documentation supplied.

WICPYZ
Flight out ofYYZ was delayed to Mexico City on Feb 7, 2018.Flight from Mexico City to MZT did not provide the paid already seat. Confirmed with your employee at check in his badge is included as attachment. Boarding passes also included showing we were not given paid seats. Looking for refund please to the credit card it was charged to.

Leandru and Kathleen Viegas
Email contact : [protected]@icloud. com

We had booked a prior flight with cheap or fair.com but we were going to arrive at 11:38 Airline confirmation KLGPPU had asked if they could switch it over for earlier flight They said yes they made a second reservation why we were at the airport and said we were going to get a refund it or prior flight reservation but we paid almost $580 in Mexican money a total of almost $980 Total for the same flight and what's worse about it she said I was going to get a email proving that I woke up this morning haven't got nothing like how do you guys directly nine find myself with no money and no refund and we fly back home March 9 I booked two flights with you guys the first one being perfectly fine but this one is ridiculous it was a $300 flight came up to be $1000 I need help as soon as possible please

I am writing in regards to my flight from Chicago to Mexico on 2/15/18. I was traveling with my daughter. On our first flight, we ate the food that was provided to us on the plane. A croissant and ham sandwich. After about and hour, I woke up with stomach cramps and the sweats. I progressively got more and more uncomfortable. I got up to walk a bit and get some water from one of the flight crew. When I returned to my seat from the bathroom my daughter was sweating and passed out. I shook to wake her up. I took off her jacket and gave her water. I asked the stewardess for help and what could we do. She informed me that she was not able to do much, except ask was there a doctor on the plane. She later found some alka seltzer and gave us that, but her attitude had very little concern and she did not check on us during the remaining 2 hours of the flight. I was very nervous and never had anything like this happen so her lack of concern and guidance, completely frustrated me. We made it through that leg to Mexico City and my daughter feel sick again. She began sweating and passed out in the airport. I gave her more water and informed the person at the gate that she was ill and what could we do, again that male showed no concern or gave no support for us. Afraid to stay in the city were we speak no Spanish I got on the flight and asked the new flight attendant for help. I let her know that my daughter was sick and could I sit next to her on the flight (we were in seats 2 away from each other). She informed me that I would not be able to change seats and she could not help me. I spent the 2 hour flight praying and watching my daughter over 2 other people. Again, no none ever came to check on us. Luckily my daughter made it through again. This experience was a very scary and frustrating one. I am so disappointed with the lack of concern and direction shown by the employees. I would hope that better training was provided and compassion training seems to be needed as well.

Depart

Delta Air Lines #8051† Operated by :DL 8051 AEROMEXICO Published Fare Coach X
Leaves Thursday, February 15, 2018 12:20 AM Chicago - O'Hare (ORD)
Arrives Thursday, February 15, 2018 4:42 AM Mexico City (MEX)

Aeromexico #539 Published Fare Coach E
Leaves Thursday, February 15, 2018 6:05 AM Mexico City (MEX)
Arrives Thursday, February 15, 2018 9:15 AM Cancun - Cancun AND Riviera Maya (CUN)

When I spoke to the lady at Aeromexico to cancel my daughter ticket she said whenever she wants to fly she had one year to use her ticket and so me and my son went on ahead to Guadalajara in the plane with out her never was I told that's there was going to be a fee only except if I was going to change it to my name that I had an opportunity to use that ticket as well I come to United States and now find out these outstanding charges that cost more then my tickets I am very unhappy about this and would like some kind of justification

On 2/15/18 we called Aeromexico to cancel a roundtrip reservation from Mex to Oaxaca (Reservation Code: XDRLQP, AM flight 2098 on 2/16 and return 2/20) due to my wife's getting ill with the flu. Our Doctor advised us not to travel for the well being of my wife and her fellow passengers. We proceeded to cancel our entire vacation in Mexico. The Aeromexico representative told us that you would consider a complete refund because of the nature of the cancellation. Our E-ticket numbers were as follows:
Elliot Mathew Adler :[protected] and Helen Ofman Adler: [protected].

On 10th January 2018 at 11.25pm I boarded an aeromexico flight AM7 from Mexico city to Heathrow. After sitting on the plane for an hour, we were told that the plane had problems with the brakes so they had to cancel the flight but we could board another but at 4am the next day.

So I and the full load of passengers were dumped back into the airport to wait for hours. After much fracas we finally managed to persuade them to give us food and water.

Eventually we boarded the new plane at 4am and then sat sit for nearly an hour before lift off.

So landing in Heathrow was all fine until I went to get my luggage. After an hour I discovered that they had left my luggage in Mexico. So I was back in UK in sub zero weather and my warm clothes were still in Mexico.

So I got home and tapped out a complaint on the AeroMexico website on January 12 asking for compensation for my cancelled flight.

On February 9th (nearly a month later without any reply) I got this bizzare reply from Aeromexico.

Thank you for contacting us. We Hope your concern was addressed well by our executives. Your Case has now been closed in our system.
Case Number : [protected]
Aeromexico thanks you for your preference.

Nothing has been resolved at all so I don't know what to do next.