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Aeromexico / customer service

Toronto, ON, Canada

I recently few back from Puerto Vallarta on Aero Mexico with a stop to change planes in Mexico City. When my suitcase arrived on the carrousel in Toronto, it had split open and had been stuffed into a clear plastic bag. There was nothing wrong with my suitcase – a high end hard sided clamshell by Samsonite - when I checked in so I filled a Baggage Claim with Aero Mexico there and then at the Airport. The Aero Mexico staff agreed that the suitcase was badly beat up and the frame was bent. I was told someone would contact me the next day but I did not hear anything, so after a week I called the number they gave me. It was not in service so I called the number for Aero Mexico in the phone book. The patiently told me one was available and someone would get back to me. I called again and again and again and was finally told that the Toronto office was being closed and someone in Houston would take care of my claim. I called the 1-800 number they gave me for the person in Houston and simply got a recording that I was in a queue and someone would be with me shortly. No one picked up for 45 minutes. I called again and again with the same result so eventually I chose a different option, got a person who gave me an email address for customer relations. I emailed the address with a “pdf” of my baggage claim and still no response. Its now been 7 weeks!!!

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