Aeromexico
Reviews and Complaints

My trip itinerary started on May 14, 2019 from LAX to Mexico (Delta) and from Mexico to Lima, Peru (Aeromexico). Unfortunately, when I arrived to Lima and collected my luggage, I found out that my suitcase had been opened (locks cut) and one pair of shoes were missing. Quickly, I went to the airline counter to complained and told me that I had to file it on my return, in Los Angeles (May 22, 2019). I was not completely satisfied with the information given at the airport, so I went to their offices in Miraflores/ Ave. Benavides in Lima, Peru; where I was told that the offices were closed until May 23, 2019. It is very frustrating to take time from your trip and be bounced around, not being able to be heard or find a solution to a problem that the airline is responsible for. I called customer service to explain my situation and they cannot do anything about it, the only thing they told me to do is to file a complain through the internet. If I would have known how poor Aeromexico's customer service is, I would have never flown with this airline. I will not rest until I get some kind of answer from the Aeromexico. We, the customers, deserve respect and professionalism from this airline.

Aeromexico's San Francisco check-in staff did not let me board my flight to GDL on May 19th 2019 because eventhough I am a US green card holder but my passport is VIETNAMESE, despite the fact that I have been to GDL 3 times before.
I was told there is a new law passed by the Mexican government that required US permanent resident status with a Vietnamese passport to still obtain a Mexican visa to enter Mexico. But the check-in staff could not produce the law to prove the point.
I waited for too long until boarding time and Aeromexico staff finally told me to present my old/expired passport with Mexican immigration stamps on it and they will make a 1-time exception for me. I did not have the passport with me and it was so close to departure time so they had to put me on the Monday flight instead of Sunday.
I ended up had to cancel all my Monday meetings.
On the day of boarding, someone from the crew took my passport and boarding pass and placed them in a sealed bag, escorted me to the airplane and handed the sealed bag with my passport and boarding pass to a flight attendant IN FRONT of the public. When the flight arrived in Mexico. I was not allowed to leave the airplane nor take back my passport. They had someone escorted me out. They treated me like I was a criminal with the intention to overstay in Mexico. Everyone was staring at me. It looks really bad on me and the treatment was totally unnecessary and discriminated.
Until then both the officer who escorted me out and the Mexican immigration officer told me there is no such law as US permanent resident with a Vietnamese passport cannot enter Mexico without a Mexican visa. Both officers insisted that was a mistake by Aeromexico.
The fact that there was a discriminated treatment against my passport country (Vietnam) without looking into my proof of US residency and being unable to produce the law shows how incompetent the Aeromexico team is.
On the other hand, having to cancel all-important Monday meetings has impacted my work tremendously.

I am Writing to seek your assitance about a recent extremely frustrating experience we had with your airline,
On May 12, 2019 I was scheduled to fly on Aeromexico flight number 494 from Mexico City to Seattle, WA.

After Arriving the airport, well in advance of the flight, we where asked for a Red immagration form while boarding the flight. We advised we didnt had the Red one when we where rudely interrupted and was told to go to immagration. We again tried to explain that we had them but they where not red and she ignored us and continued calling people infront of us. we had no choice but to run to immagration with my wife and 2 young children ages 6 and 9. When we arrived at immagration and let them know what was going on they said we had the correct forms so we ran back and was told by staff we had missed our flights when clearly they where still boarding passangers. we pleaded with them to please let us on since it was clearly not our fault. Some of your staff ignored us and some where extremely rude to the point that our children where crying because their grandmother was also on that flight and where scared.

We tried speaking to a Manager and was told there was no one that can help us. Your staff do not have any compassion and it was the worst costumer service we have ever experienced. We had to book flights on a different airline and book a hotel room so our children didnt have to sleep on the airport floor.

I feel that because of this distressing experience we are entitled to compensation for the flights we had to purchase and Hotel room which sums up too $1, 300. This doesn't include our miles used to fly from San Francisco to Seattle and all our time and loss of work caused by this problem

Good afternoon, I booked 2 round trips for my husband and I through Orbitz
Confirmation #BHQBJA, unfortunately the outgoing itenenrary was changed and we were unable to accomodate it on our schedule, I was pleased Aeromexico refunded our money on our outgoing flight but since we were not able to flight out of course we cannot come back. (common sense). I would like to have my return flight re schedule if unable to get a refund, I cannot afford to loose my money. I would like to mention that I purchased insurance on this tickets at time of purchase. Let me know if I can help with any additional information if needed.
Names on the tickets:
Nancy Soraya Trejo
Isidro Trejo-Elizalde
Thank you for your help. Sincerely, Nancy Trejo [protected]

"Worst Airline Ever Experienced"
Aeromexico forget it do not trust them!
On February 6 I was trying to make a reservation for a flight from Puerto Vallarta to Mexico City through their website https://www.aeromexico.com.
Unfortunately the site was not working properly and I was not able to complete the booking! Redirecting me to call [protected] to complete booking.
After doing so, I did receive a confirmation by e-mail:

You're cleared for take off to
Ciudad de Mexico
Confirmation #KYLJEB
E-ticket Receipt # [protected]
Attachments
•Travel Reservation February 22 for GIORGIO LICITRA.pdf (30.41KB)
•Electronic ticket receipt, February 22 for GIORGIO LICITRA.pdf (34.78KB)

Day Feb.22 at early in the morning I went to the airport and when I tried to do the check-in, I was told that my reservation was canceled and the amount was reimbursed!
I didn't receive any E-mail or a phone call to notify me of the action taken! (Both information were available in that Confirmation!
At that point I had no other option that to buy another ticket for the same flight of my reservation at a price 6 times over of my original ticket. Confirmation #FDEWVP (because of my connecting international flight with Copa Airlines)

their customer service has a bullying protocol knowing that there is not much that we can do.

My advice is {unless Aeromexico is the only option} to use a different airline. Let's stand up to this corporative bullying.
For sure they will never ever see a dime from me! I'll prefer to take a bus!

My flight was delayed and it through the whole day off, i didnt get home until the following day mid afternoon. I did not receive wheelchair assistance, had to spend the night in seattle at the airport. I am 63 years old and I cannot move quickly. My daughter was getting in touch with expedia, delta trying to figure out what what going on and where i was going, first i was told i would be home at 9pm in idaho falls, Idaho then at 2 in the am. but then finally until the following day. I demand a refund, my depature is ridicolous, i am attaching itenery, text messages from ppl sending to my daughter to let them know what was going on, you figure this out.
Please contact me at [removed] or my daughter [removed]

passenger ticket # [removed]
Itinerary # [removed]
Departure date 4/28/2019
original gdl-SLC-Idaho falls, Id
it was so messed up that day, ridicolous

My luggage is damaged. It' s value is 210, 00 euros and by the brand of American Turister. When I landed in Thessaloniki my luggage was missing and I did the declaration of missing in Skyserv Handling Service with the number SKGV11118/28APR19/1146GMT. I was traveling with your company from Cancun to Mexico City with the flight AM 537 at 26 of April 2019, then there was a problem with electric storm and the airport of Mexico City closed. You gave me a new flight from Mexico City to Amsterdam with the number AM 25 and when we landed to Amsterdam, I had missed my flight to Thessaloniki Greece and I finally had on 28-04-2019 my flight to Greece with the number HV5807. I had a booking to Thessaloniki's hotel Andromeda for a room with check in 27-04-2019 and and check out at 28-04-2019 that is already paid in the amount of 64, 20 euros by MasterCard and the amount is not refundable. Today, 29-04-2019 my luggage was delivered to me by courier in my home town Kozani and I find my luggage totally damaged in three parts of it. Two above the wheels and one damage in the front of the suitcase. You had send my luggage to a flight in Istanbul with the flight 211508. The Skyserv Handling Service Office informed me that they must have an a mail from you before they handle my case. I want your correspondance as soon as possible because I have a new trip in 10-04-2019 and I have to use a suitcase. Thank you in advance for your correspondance.

I've been calling different numbers trying to get in contact with the Human Resources Department to request a full verification of employment for a pilot employed through Aero Mexico and I've had no luck. who can I reach out to directly to have a form filled out? Our client is trying to get approved for a mortgage loan and we need this to be able to qualify him.

your help is greatly appreciated,
Brenda De La Cruz

Soy Maria Arechiga #voucher [protected]. Mi son Alexis flores # voucher [protected]. hace un año viajaba de Guadalajara a lax ca y me cancelaron mi vuelo a mi y a mi hijo. Nos dieron unos vouches para viajar a mexico. hable hace un mes para saber que podía hacer para usar maestros vouches. Me dijo la señorita de Aeromexico que se vencía 9/ abril para comprar el boleto de avión, pero podía viajar no más tardar de septiembre. Después volví a hablar hace una semana y me dijeron que tenía hasta el 10 de abril para comprar el viaje. Hoy hablé para comprar el vuelo y me dicen que eso no es verdad. Hablé con un supervisor Gabriela.

my father got diagnose with tuberculosis, the doctors told he could not leave the country. he was in hospital for 20 days, and. first appointment was on first, and the second was on the 11th. that why my father could not fly on his round ticket that he bought to Mexico. and we want to see if he could get a refund since he was ill, and could not leave the country. confirmation code H3TQS3, QKKUNA Jesus Ramirez Salinas contact me at [protected]@gmail.com

My Daughter was to be on a plane this morning at 240 am confirmation number JSLXNI she was at the airport to try and print her boarding pass at 1 am. The system told her only that the plane was on time. I feel like the guy Julio I was speaking to was very rude about the situation. My daughter does not fly a lot so she was really confused and upset. Is there another flight she can get or a credit for another flight for tomorrow. Here trip was from 04/04 till 04/8. Why would she lose both tickets? Can someone please call me [protected].

AeroMexico Confirmation #XOWAHC

My flight AM697 from Vancouver to Mexico City was delayed taking off on March 31, 2019 and also delayed upon arrival. It was supposed to arrive at 06:55 but we were not able to exit the flight till 08:22. These delays made me miss my connecting flight AM650 Mexico City to Managua.

I went to customer service in Mexico City and was told that the next flight out to Managua would be in 2 days, April 2 and that I would have to pay approximately $700USD to rebook. I was also told that if I booked a ticket with another airline that my return flight on April 16 AM651 would be void!

Not wanting to spend 2 days in Mexico City that I had not planned for or wanting to pay $700USD to get a new ticket which was not my fault. I ended up booking a whole new ticket with another airline. I want to be refunded for my Aeromexico ticket. It was the delays in my initial flight AM697 that made me miss my connecting flight in Mexico City!

I've already emailed this information and was told to contact/telephone the Flight Experience Department. I contacted them today April 3 and was told to email customer complaints WHICH I ALREADY HAVE DONE 2 times now. I am getting very frustrated and am very disappointed with my experience.

I want to be compensated for my ticket and would also like to be able to fly home on my originally booked flight.

We have booked a flight from Mexico City to Montreal February 24th and paid fully in advance for the flight. The day before departure to come back to Montreal, we checked in on line and there was no available seat that was included in our ticket price. We were charged $38.30 each for a seat. This is not fair as we had planned our trip in advance and had paid fully in advance.
Our names are:
Michel Roy
Danielle McCormack
Flight # 636
Charge on Visa transaction #
[protected]
[protected]
We are requesting a refund of $76.60 as we had fully paid our flight ahead of the trip.
Also, as we travel often with your airline, we want to know how to collect reward miles.
Thank you

Regards,
Danielle McCormack
[protected]@arthritis.ca

Le 19 février 2019 mon vol était cédulé pour 15h15 et à mon arrivée à l'embarquement, on m'a avisée que le vol était changé à 1h15 le 20 février 2019. En consolation on m'a remis un billet d'une valeur de 400$ US. La date d'expiration pour ce billet est le 19 février 2020. Je dois faire un voyage au Mexique l'hiver prochain et mon départ serait début ou fin décembre 2019 et mon retour est prévu pour début mars 2020. J'aimerais changer la date d'expiration pour la fin mars 2020 car lors de mon téléphone avec un agent le 31 mars 2019, on m'a dit de procéder de la façon suivante soit faire parvenir un courriel. Je vous remercie de l'attention que vous porterez à ma demande. J'attends de vos nouvelles.

Hi,

My luggage was lost yesterday, March 25, 2019, between Leon and Montreal. My ticket number is [protected] and my baggage number is AM390013. My baggage is the standard one in fabric with wheels and is fuschia. When opened, you will see a black coat with flowers on.

The telephone of the agent at the luggage claim had no battery, so she could not give me the telephone number to call to check where my luggage is and she could not give me a reference number.

So this morning I made three calls to find the number, as I could not find it easily on internet. I called four times the number of luggages claim of Aeromexico in Montreal at 514-633-5646. Nobody answers and the voicemail is full. As of this moment, I don't know where is my luggage, when I can get it. I have valuables on this hand luggage that I checked at the door as I was asked to do, due to the plane being full. I have on this baggage a device from the dentist that I need to use every night, that is costly and that I can't replace quickly.

I am very disapointed in the customer service. I am disapointed that nobody called me today, as the agent told me would happen. I want someone to call me and tell me what's going on with my luggage. I want my luggage to be delivered at soon as possible.

Sincerely,

Mathilde Bigras
mathilde.[protected]@hotmail.com

Flight #616 from Mexico city to Toronto March 16/2019 seat #6f, When I booked this return flight I paid an extra $160:00 CAD for an upgraded seat, more room and more comfortable, the seat was the same as any other in tourist class, no bigger no more leg room and no more comfortable, also, when I spoke to the gentleman seated next to me, he said he did not pay any extra for his seat, I would like to be reimbursed for the extra I paid. Eticket number:[protected]

buenas tardes el motivo de mi molestia es que el dia sabado 09 de este mes, compre unos boletos con destino a Peru ... el representante nos explico que si lo haciamos con el nos cobrarian como 15 dolares me imagino por la atencion ...pero que si lo haciamos online seria gratis ...asi que lo hicimos online ... hay dos reservaciones una es a nombre de : claudia cristina Huancayo Tasso y mis dos hijos alexia Sara Almaguer y Juan Rafael Almaguer (VYFNDZ) y la otra reservacion es la de mi esposo Alexis Almaguer(JXMMQJ) tenemos diferentes reservaciones ya que tenemos diferente fecha de regreso ... el dia 12 me estan haciendo un nuevo cobro de transacion por cada uno de nosotros ... llame por telefono y uno de sus representantes me indica que en su pantalla no refleja ningun cobro extra ... y solo esta el monto que se me cobro el dia sabado ... espero una pronta solucion ya que son como 70 dolares lo que se me estan cobrando ... es la primera ves que viajo con esta aerolinea y la verdad que tengo muy buena referencia de su servicio. adjunto la foto donde claramente se ve que es aeromexico el que me esta haciendo un sobrecargo .

I was missing my flight am 402 with aeromexico at 7th february 2019 (7.2.2019) at 9.30 am from mexico city to new york jfk airport because your check-in desk officer donovan arqueta at account number 33 at mexico city juarez airport did not check that I have a proper immigration form with me (betweeen 7.30 - 8.50 o´clock). The first time somebody was asking for it was at airside, at the gate when the flight am 402 was already boarding. I was going to go the the plane, and then the crew there told me that I was missing the immigration form; I had the one with me that I had filled in internet, but it was missing the stamp for leaving the country. I had to go back to the landside, and to the immigration office. Obviously after getting the stamp and after getting some cash (from the atm) which was required to pay for the stamp (card payment was not possible) and then getting back to the airside through the security control, and then back to the gate; the plane has already left. So then I went back to the landside and bought a new air ticket to jfk. That costed me mxn 4934, 00 (234 €) + the baggage ticket mxn 600, 00 (28, 48 €). Altogether it is mxn 5534, 00 which is 262, 68 €. So then when I went to check - in count again, the clerk there asked me immediately when I reached the check-in desk, that "where is your immigration form?". So I realized that the previous clerk arqueta should have asked me about my missing immigration form and stamp also. I asked more about it from the superior officer at your aeromexico check-inn desk, and he confirmed that the clerk shoud have asked for that; he said that it is a security risk to let customers to go the airside without the proper immigration form. So he told me that I should make a complaiment during a month (it is 28 days now since that), which I am doing now. He also told me that aeromexico is recording and filming all the conversations in the check-inn desk, so you can also check the situation when I was checken in there in the first place (7.2.2019 betweeen 7.30 - 8.50 o´clock). So I am asking that you should pay me back tha air-ticket price mxn 4934, 00 (234 €) + the baggage ticket mxn 600, 00 (28, 48 €), altogether mxn 5534, 00 which is 262, 68 €, because it was derived from the mistake of your clerk.
Yours, marja helander.
You can write me back to my email: helander.[protected]@gmail.com
I can then give you the details of my bank account etc.

Here are as attachment the different documents

I flew from Mexico City to London Heathrow on Monday evening . The plane took off at approximately 11.50pm. At midnight I informed your flight attendant that my TV monitor was not working. Again at 12.30AM I informed another one of your flight attendants of the same problem, she said they would reset the system. At 2am I told a male flight attendant of the same problem as the monitor was still not working! He said they had reset the system 4 times, but would see what he could do. No one came to speak to me for the rest of the flight to inform me of what was happening or to offer me another way of being able to access your world class entertainment. This caused me quite a lot of distress as I am a nervous flyer and was looking forward to losing myself in a few films to while away the long hours. I never find it easy to sleep on flights! The hottest hits may have been at all my fellow passengers fingertips but they were certainly not at mine. I just had to glance at their TV screens to see glimpses of the films that I too would have liked to enjoy!
I sat in seat number 28C and my ticket number was [protected].
I was very disappointed both with the lack of on board entertainment and more so with your staff as there wasn't even an apology !
Kind Regards Hilary McGuigan TEL [protected] E Mail [protected]@gmail.com