Aeromexico
Reviews and Complaints

When I was at the airport in Mexico City they told us we need the immigration card, which we never got. So we were told to go to the immigration office to talk to them and when we went we had to check in and write our names down. There was already a long list of people who already came there for the same thing. There was also a couple who came right after us saying that they came from JFK and also didn't receive one. When I was talking to the immigration person there he told me to check my things, saying I must have lost it. I kept telling we never got one and if I did get one, why would I lose such an important document when I have all my belongings. And then he was making us sign something and I asked him what it was and he was so vague. Then I started raising my voice and he told us to get out. We eventually got our form after paying 30 bucks each for a piece of paper that they said "I lost". This is completely crazy to have never received this important document. None of the stewardess gave us this form! This is so disheartening to be scammed by an airlines, especially one coming out of the JFK. Coming back home last night I did some research and this happens often. Either the stewardess doesn't give out the immigration form or it is taken at customs when they check our passport without even telling us so that we would have to purchase another one for about 30 USD. I'm writing this complaint because this happens EVERYDAY and I was told that it was my fault that I didn't have such an important document that I never received.

Date of Incident July 3, 2018, flight from LAX to Guad Mexico, Ticket Number [protected], Agent: Aeromexico/A99, Invoice number 0970358, ReservationCode: GZOBFP. I was not able to fly being that I had already passed inspection and was given my boarding ticket, yet when I was going intothe airplane I was asked for my passport once again. As I had my bags I was unable to find it and was not allowed to fly, therefore my five members did not fly either since I was not allowed on the airplane. My lost was $1, 980.00 dollars.
In addition I had to purchase tickets for my family members and myself once again with Aeromexico for all six of us two days later costing me approximately another $1, 500. I also lost my hotel stay and incurred additional expenses due to Aeromexico asking me for my pasportagain after I had already shown it. I am asking for a refund of the money I lost. My parent have always flown with Aeromexico and have been in Club Premier in the past, member number [protected].

Kenton Lai and Nancy Mccombs
37 Brookdale Av
San Rafael, CA 94901
Kenton.[protected]@gmail.com
[protected]@gmail.com
September 24, 2018

Dear Aeromexico,
I am requesting to change my reservations due to an upcoming surgery at the time of our current itinerary. The flight details are as follows:
Kenton Lai #URNHMB 10/25 13:35 AM 669 SFO to MEX; MEX to OAX AM2408
DOB: June 18, 1946
Nancy Mccombs #IWDJJW 10/25 AM 669 SFO to MEX; MEX to OAX AM 2408
DOB: September 11, 1947
Enclosed is the letter from Nancy's surgeon regarding the date and reason for the surgery. Please waive the change fee for the same flights and destinations to be February 11-25 for Nancy and Feb 11- March 11 for Kenton.
Thanks for your consideration,

Kenton Lai

I was served no food through the whole over 10 hours flight coz I asked for vegetarian meal when passenger next to me was asking the same and been served. Even claiming for this when booking the ticket. Stewardesses omitted me permanently with the service. Almost the same happened on my way to Mexico City from Heathrow. I was served only once. Is it a kind of discrimination of vegetarians ...? I am a frequent traveler and airlines user. It never happened to me before. Shame!
Ryszard Wierzbicki
[protected]@gmail.com

Somewhere between dropping my vintage Brighton luggage at the AeroMexico counter in Mazatlan to where I picked it up in Portland Oregon (after a 4 hour lay over in Mexico City), the front pocket of my bag had been opened and the silver zipper tags removed. It is clear that AeroMexico has a thief in one of the baggage departments I traveled through.

Rosetta Machelle Burroughs
Mexicali to Mexico City
#FJQQZH [protected]

Kit #[protected]
Verde #[protected]

Was on the website could not get it to change to English. I have been working on this for 2 days! Getting the run around. I did not order these extras!
I was told that they are automatically added and was up to me to decline. What?

Please send me the case # so I can again call back to get my refund!

I procured an emergency, US passport for a trip to Paris. I had saved for the Aeromexico ticket and had an apartment rented in Paris for two weeks. Prior to leaving, I called Aeromexico to be certain that the passport would be OK..On the day of the flight, I passed through check-in, and security and was issued a boarding pass.

The flight was called, and I stood in the boarding line. My name was called, and I proceeded to the counter. There, a very rude Aeromexico employee told me that I could not board the flight and could not go to Paris. The employee showed no empathy or compassion, nor did he make any suggestions for a possible refund. He stated that my passport was 3 days short of the 3-month restriction that France imposes.

I have attached photos of the boarding pass. I can not express my disappointment and the loss of money since I could not cancel the apartment. Your employee did not even say that he was sorry for my misfortune.

I am asking that you refund the price of my ticket since I am experiencing financial hardship. I would also suggest that you orient your reservation employees to the newest restrictions on international travel specific to each country.I would also suggest that you train your employees in customer service skills. It appears that you have significant problems in that area.Please refund my money as soon as possible.

Myself Guruprasad travelling from Mexicali-Mexico city-Amsterdam-Bangalore (India) was threatened, cheated, spoken rudely and misbehaved by Aeromexico staff in Mexico city. They charged me 2723 MXN $ for Transit without visa (TWOV I94 ) for Amsterdam (Supervisor of Hall L2, Gate 54 staff and Aeromexico information desk in front of gate 54). They told me if I don't have a Schengen transit Visa I cannot board the plane from Mexico city to Amsterdam . They made me to go counter to counter for 3 hours before boarding (8PM-11PM) asking for proper information and nobody had one information and then they made me pay the amount and after that the flight attendant took away my passport, boarding pass & TWOV I94 T receipt while boarding the flight. I submitted my work permit card to the airline staff while boarding since I was leaving Mexico.

On landing Amsterdam I enquire with Amsterdam police and other all concerned officers, they told me its a cheating case and nothing as such is required.

I asked the Aeromexico supervisor in Amsterdam (Gate F3). She spoke rudely to me questioning my legality, my nationality and spoke rubbish things to me.
She asked to show my work permit card which we are suppose to submit while leaving Mexico and I already had done that. When I explained her that I submitted while leaving Mexico she said you Indians do illegal things without visa in Mexico and that is why you paid the amount.

One supervisor says I need to pay for transit visa just to enter the airport of Amsterdam and other questioned my legality which is baseless.
What kind of scam is this ?

Below are my details, Name: Guruprasad
Ticket no: 074-[protected]

My name is Osvaldo Sanchez Hernandez, my flight number is [protected] and I could not board on Thursday September 13, 2018 23:30 pm from the Logan Airport to Mexico City. The checking number is LXJLGU Aeromexico with the flight number AM699 with a returning flight to Boston on Sunday September 30, 2018 at 15:10 pm from the Mexico City Benito Juarez arriving at Boston checking number LXJLGU with the flight number AM698.
The motive of my claim is because I couldn't board on the flight above, because on the ticket my complete name appeared on the ticket together without space in between. They told me that I couldn't board because the ticket was not supposed to appear like that, but my name is fully correct. Even though my name was completely correct they made me buy another ticket. And I wanted to request my money back.

Hello,

I am writing a complaint about my experience with your airline at mexico city airport on sept, 16 2018. This was the return flight from peru with a layover in mexico city. Confirmation number is NZZEFR

I had arrived from Lima to mexico city at 6am and had been waiting at the airport. There was no boarding time listed and the monitors stated my flight was on time. I finally headed to the gate around 8am for 835 am departure. This corner of the airport was very unorganized and crowded. It took me 10 minutes to find where my gate was and no one appeared to be boarding my flight. I approached the desk and waited for over 5 min to get the attention of the counter because everyone appeared so disorganized. When she finally acknowledged me, I asked when my flight was boarding. She stated that it had already boarded and I was too late to the terminal. This was at 810 for an 835 flight!
She stated that there were multiple attempts to call my name and I was supposed to be at the terminal an hour early. This is not stated anywhere on the boarding ticket and furthermore that corner of the airport was so crowded that i could not hear any of the announcements. When I looked at the departure monitor, my flight status was still on time and was not even boarded! I asked multiple times why I could not get on flight even though I was at the gate as scheduled. She told me that boarding is closed, I was late, my seat was given away and there was nothing she could do.
She recommended that I go to the ticket counter for the next flight home. I explained the situation to the ticket counter and showed her my boarding pass. She initially told me I had time to make the flight because it was only 830am. Then later said that I was supposed to be at the gate 40 min before the flight and gave me a new flight.
Until this, my experience with your airline was good but this ruined my entire trip. If your airline has a policy about boarding time, why is it inconsistent between crew members and not stated clearly on the boarding pass?
Furthermore, why I was unable to get onto my flight when I was at the gate on time and the monitor said the flight had not boarded?
Finally, the section of mexico city airport around international gate 75 is very chaotic and something should be done to account for the mess.

I will be waiting for your response.
- Mark

My name is Beatrice Sarro and I have a ticket to fly to Monterrey from LAX on
10/7/18 returning 10/11/18. My confirmation code is YBZOAS. My ticket number
is [protected].

Unfortunately, I cannot make this trip because I hurt myself and need to have surgery on 10/8/18. I am very upset about this and cannot afford to lose the money I paid for the ticket. What documents do I need to send you to get a refund? I

Thank you for your help and time in this matter.

Sincerely,
Beatrice Linda Sarro

took trip from Toronto to connecting flight in Mexico City AC693 and then AC313 to Acapulco on Jan 15, 2018. When we returned home to Toronto on March 18, 2018 we filed a complaint and were given case number [protected]. pictures were submitted and attached below once again. followed up by email on April 16 and May 1st as well as multiple phone calls, but no one is providing a reply and we are being told we need to speak Spanish. we fly to Acapulco every year for the past 10 years and we will never fly with Aero Mexico due to this treatment. We understand damage can happen to luggage but the way this company has treated our complaint is extremely poor. It is clear a replacement should be provided and we are just being ignored.

Back in December 2017 I booked a flight for my husband manual Horatio Sanchez Torres his flight was to come back on December 28, 2017 his father passed away so he couldn't come back that day so I called and told him if I could get a credit for a future date they said yes To send them the death certificate which I did till now I have not received it confirmation number on that flight is ZKEZAJ on December 28, 2017 for manual Horacio sanchez Torres I am sending his father‘s death certificate one more time I need to purchase a ticket but they are telling me that the credit is not showing so I need this as soon as possible please let me know what this outcome is My telephone number [protected] my email is paulita.[protected]@yahoo.com thank you

Dear Sir or Madame,

Six days ago, I was a guest on AeroMexico to Mexico City connection to Lima, Peru. Upon reaching Mexico City airport, there was no gate or terminal information printed on my ticket. I had then approached several members of AeroMexico staff to inquire about the connection flight to Lima. When reviewing my ticket, AeroMexico directed me to the wrong gate and terminal! Causing me to miss my flight!

I have traveled to nearly 30 countries, and I have never received such poor communication and instruction. Thus, leading me to be stranded, alone in Mexico city, costing me additional $500 to scramble around finding the next flight to Lima. I should add, when asking assistance on this matter, not one of your staff were willing to correct or assist me finding another flight to Lima. Unless I pay an additional $900.00!

Furthermore, there was severe damage to my luggage and articles within. The handle was completely busted, major scratching on the luggage and clothing articles were ripped such as T-shirts and pants.

I had lost 2 days of my vacation due to this unnecessary and strenuous endeavor, and wish to be compensated for the AeroMexico's misguided direction.

Yours,
Michael Cavallo
[protected]@selectentertainmentgroup.com

I was on flight 448 on August 22, 2018 from Cancun to Guadalajara with continuing flight to Tijuana. I was in row 30 Seat 30D. It was a full flight. My e ticket number is [protected] 6 It was definitely an older aircraft. It was impossible to hear the preflight instructions over the intercom. There was no sound in the back of the plane. I can only estimate the time but I believe we were about 30-40 minutes out of Guadalajara when the plane dipped and the oxygen masks were released from the compartments. I think I might have blacked out. I just remember looking up and seeing the masks hanging. No instructions were heard over the intercom. It was only when the pilot got on that we heard something. We were instructed to use them and for the flight attendants to do the same He was emphatic that everyone needed to use them. The masks that dropped down from our seats were all tangled up I had to try the second one to get one to work . My nephew who was seated next to me was using his when it quit working before the captain told us we no longer needed to use them. This is not good. Something so important should be in perfect condition. All passenger were offered medical help when we landed. I didn't feel I needed it at that time. As I reflect on it later I think we all should have been required to seek attention. We were all in some state of shock at the time and not thinking clearly. Passengers should be required to be checked. We landed safely which is the most important thing. Im not looking for compensation. I think we all deserve to know what happened. Was the airplane in poor condition? I feel the experience of the pilot is what helped us. I think that plane had other problems. THe intercom didn't work. The masks were all tangled . It looked old and uninviting upon entry. An aircraft in those conditions shouldn't be used. What really happened. I think we deserve an explanation. I have pictures that I took of the plane after the incident. I had a big bruise on my abdomen where the seat belt was. I don't know if this was due to incident. I stated before I think I may have lost consciousness for a few seconds. I only remember seeing the masks down and was completely disoriented. How long were we with low oxygen? Please give me some kind of an explanation . We were six family members on that flight . If you require pictures please let me know. I am a senior citizen and not very computer literate. I will need to get my nephews who were on the plane to help me send anything.
Thank you for your attention to this complaint. I have flown on your airline many times . Nancy Rosas [protected]@cox.net phone [protected]

I booked a flight Vancouver-Guadalajara via Mexico City, on AeroMexico, confirmation #LQMBZZ, through Expedia.ca as I always have for many years. However, at no time did it give a seat selection option as every other airline does. Since it is an overnight flight, I was very specific about requiring a window seat, but when I called customer service, spoke to 'Victor', was told I do not get to choose a seat, that is done at boarding. Are you kidding? Then this morning I received an email offering an upgrade to Premier Class but when I inquired with your customer service person on this, was told that was a mistake, that email should not have been sent to me and I don't have the option to upgrade. Now I find out I can't even bring an item for the overhead bin! If I had been aware of these things I would have booked with another airline. Victor gave me an email address to send a complaint to & after much time typing I sent it only for it to bounce back as undeliverable. Terrible! Very unhappy! Will be posting about this experience on Facebook to warn others!

Hello, my flight reservation number is ZGGYYU. I booked two air tickets from Montreal to Mexico city on Dec 24th, 2018 with a price of $529.52 each. I first tried to book it online but something wrong with my credit card that won't allow me to book it then, so I called the Aeromexico customer service to help me book the tickets, but seems they charged me an extra $19 for each tickets. I wonder what it is? If this is the service fee, the agent I was speaking to did not inform me about it and also I did not expect the fee to be that high and put on every single ticket. I would request a refund of it please.

I tried to upgrade my seats. I was told each time that an error had occurred so I could not upgrade my seats but was charged for them.
Would you kindly refund my visa or I will need to take further action.
I have included a photo of my visa charge and pending charges.
Also included are my boarding passes which show the seats that were assigned to me.
I look forward to hearing back from some soon.
Ina
[protected]@gmail.com

we booked a flight on July 31/ 2018 from priceline .com is Lax to EZE the flight is Depart on Jan [protected]:30p.m. arrive EZE 10:10 p.m

but we have a E. mail to notify the flight will delay to 10:25p.m arrive so we asked can change early flight from LAX #4320 depart 9:20 a.m
arrive EZE 11:10a.m. the flight #is 28

my flight confirmation is(xnfclf) we had booked 5 ticket Please do the best My E Mail is [protected]@sbcglobal.net phone [protected]
I had call to Priceline and Aeromexico air line the word is NO I was disappoint because is the air line change the schedule
Thanks Best Regards

My wife, daughter and I want to express our dissapointment after not being able to check-in to our flight due to slow process in the Cancun airport. We arrived at the Cancun airport over an hour and a half prior to flight time. We made line to check-in; however, as we arrived to the front of the line, I asked to speak to a supervisor since our flight was due to depart in less than 45 minutes. I spoke to a line supervisor and he informed me that the flight was closed and they had given priority to passengers on the waiting list. I voiced my dissatisfaction with him, but her wouldn't listen. He offered no alternatives or apologies and sent us to the purchase counter to re-purchase tickets. At the purchase counter we were told they couldn't reimburse a portion of the flights, since it was a connecting flight. They tried to sell us a direct flight to LAX which was triple the amount. We bought new tickets to Mexico City at a later time. Which means we lost money and time for our CDMX trip for my wife's birthday. By the time we passed security clearance and made it to the gates, there was still another 20 minitea before the flight departed. Which clearly shows that we would have made our flight had that supervisor helped us check-in when I asked him for help. I hope you airline changes it's check-in procedures and assignes more friendly staff to attend the check-in counters. It is only fair that we are greeted with a smile and a helpful hand as a sign of gratitude since if it weren't for us travelers your airline wouldn't have job security. It is unfair for travelers and for anyone else affected by these major airline mistakes. I hope you find it in within your reach and power to reimburse me with our CUN-CDMX tickets and with the loss of our CDMX trip. Thank you.