Aeromexico
Reviews and Complaints

To whom it may concern,

I was flying round trip from Seattle to Mexico, I was not aware of the (E) or (Basic) fare policy. On the way there luckily I flew Delta and, in the airport I decided to buy a first class ticket and had no problem doing that.
On the way back flying Aeromexico, I decided to buy a first class ticket, they told me they had none, only premier. So I decided to buy a premier, to my surprise, Aeromexico doesn't like to make money and keep customers happy. Their excuse was, you have a "Basic Fare". They preferred to fly all the way from Mexico to Seattle with empty premier seats then making customer happy and make more money.
I don't know who came up with this policy but it seems absurd and not customer friendly. As a business man, I believe that if you want a better service and want to pay extra for that service and the service is available you should be able to buy that service no matter where, when or how.
I am very disappointed in Aeromexico, and from now on. I'm not buying tickets through Aeromexico. I think this policy hurts the company and customer.

J.C.G.C 8/30/18

Mi Nombre es Martha Mata, yo viaje a Guadalajara el 7 de Agosto y de regreso el día 21 de Agosto de Guadalajara al Ohare en Chicago, en el vuelo 660 me robaron mis jollas que las puse en el Velz aproximadamente Valoradas en $800 dollars, dígame qué se puede hacer en este caso ? Tal ves nada pero yo lo que quiero es que no le pase lo mismo a otras personas, por favor conteste a mi email gracias

Code of reservation MOZRWT...My name is Diane Mayer and I want to know why do our arrival time in Mexico from Manzanillo has been change and leave us only 70 minutes to make the correspondance, when your employee told me when I call by phone that whe need 90 minutes at least...? We don't want to mist our correspondance to get to Montreal.

Thank you!

One of the luggages has a hole. The other luggages had a little lock. I do not know how they manage to open the locks too. We bought 2 air tickets and we were carrying 5 luggages ( we paid 260 in total for the extra baggage) . Someone open the bags and stole many items. Sweetshirts, baby clothes, a tablet, electronics, tennis shoes.
This is a robbery and is going against the good name of Aeromexico

Hello, My husband and I came to Mexico City for a surgical procedure on my husbands eyes. we were scheduled to return home on Aug. 20 on flight 636 from Mexico city to Montreal on the 3:15 flight. My husband had complications on his eyes and Dr. Mercado, our physician requsted that we stay an extra day to make sure everything was in tact. I therefore had to pay 470$ US to postpone my flight by one day to Aug. 21 at 3:15 flight number 636. This is a medical reason and I believe that Aeromexico can help me by reimbursing me this money i added to the flight. The confirmation code for this flight is PYHBFV for Reza Tehrani Cohen and Liora Suissa Tehrani in Business class. Should you require further information regarding this file kindly contact me at [protected] or [protected]@aol.com

Hello.. I traveled to Guadalajara from Los Angeles using Aeromexico flight 785 on Wednesday, August 15th at 12:15am.
As I arrived at my final destination in Guadalajara and opened my luggage I noticed things were a little messy but thought nothing of it since checked bags I asume get randomly checked..
I had purchased a Fósil watch as a gift for someone but when I got the box and opened it, there was no watch.. just the box by itself.. nobody else has touched my bags but me..

Dear sir/madam

On the 13th August, we were waiting to catch a flight to Puerto Vallarta via Mexico City. The flight was due to depart at 00.35am on the 13th August, but at 22.55pm on 12 August we received the attached email alert that the flight had been delayed until 1.30am. We got to the gate at 1am, to find that the plane had left, and had removed our luggage. It is not possible to have boarded the passengers, and discovered me and my girlfriend were missing, and removed the luggage, unless they had left at the original time of 00.35am. Consequently, we had to go back to Cancun and book another hotel room, and pay again for the same trip later that day.

I am claiming the cost of the hotel room of $3, 800 pesos + $9, 408 pesos totalling $13, 208 pesos. This does not include taxis and other expenses incurred.

Please find attached

- boarding passes for missed flight and replacement flight
- email alert for delayed departure
- hotel receipt
- flight receipt

Regards

Lawrence Taylor

Necesito hacer una cancelacion para la reservacion KT4IRT con los nombres de Alexandra Landeros Trujillo y Adrian Landeros Trujillo por motivos de la escuela tienen que regresar antes del tiempo acordado para realizar un examen de suma importancia y me gustaria recivir un rembolso para poder conseguir un vuelo para la fecha necesaria y poder regresar a tiempo

Hello, I am a costumer of Aeromexico flights, My name is Gabriela Edith Guevara
I currently made a purchase. I bought two tickets online, with U.S dollar, the reservation is from Lax to Cancun, but when I selected Cancun, the option changed to Mexico City, however, my payment went through, it was a total, of 1, 018, dollars, as soon as I noticed that my location was changed, I Checked my email, and the website definitely took the wrong location, as soon as I saw the confirmation, I decided to call costumer service, because it is not fair, how I selected the right one, and my option was changed to the wrong one, when I tried to fix it, it was already late, therefore, I decided to get help from a professional, therefore, I called costumer service within less than 15 minutes, it was not my fault, I explained what happened, and they told me I had to pay extra if I wanted to fix it. It is totally unfair, for me to pay 1, 168 extra, for something I did not selected. As I explained, I had the right location, but it was changed to Mexico City, without my consent. It is totally against my rights. I did not approve this, it was not my desire destination. I had to pay 1, 168 extra for something that was not my fault, please help. my ticket costed 1, 000 + each for something that costs less than 600, please help. my money should be refunded, because it was not my mistake. I have evidence I did not pick Mexico City, and evidence of the time it happened, and the email confirmation, the old, and new one, and how much 2 tickets ended up costing me. It is totally unfair.
my confirmation email said Mexico City, and I had to pay 1, 168 extra to fix my original destination.
Please help.
my confirmation number is #TBRDLR.
my contact number is [protected], and my email is [protected]@hotmail.com
Thank you,

I call today around 3:30pm and the person the help me in the phone told me to fill out a complaint. I pay $55.00 for the 2nd bag. But i will like to cancled it and get by money back cause i didnt have time to purchase anything and am not going to use it. Thats the reason why am doing this complaint. I will like to know if i could get my money back to my card.

Mi hija no pudo viajar en el vuelo destinado de Zacatecas para Chicago el motivo que me
Dieron era erróneo que por la edad cuando La Niña tiene 3 años y viajó con su hermana de 16 pero pudo viajar de Chicago para Zacatecas ya que se pagó la azafata de ida y de regreso para que no ubiera ningún problema y necesito una solución inmediata ya que La Niña se quedó en Mexico con sus abuelos llorando por que ya tienen 2 meses en mexico

Mi nombre es luz muñoz radico en phoenix az.
El domingo 13 de julio de 2018 viajé de zacatecas, mex. A la ciudad de mexico vuelo #2643
E hicé connecion con american airlines de mexico city a phoenix az. Vuelo #502.

Al recojer mi maleta note una rueda suelta y por supuesto cuando la levante estaba rota. Mi maleta era nueva y si la note bastante maltratada. Mi maleta no llevaba candado, nunca me habian robado. He viajado mucho, por varios años en diferentes aereolineas y jamas me habian tomado nada de mi equipaje. Al desempacar esta semana que regrese de mis vacaciones note la ausencia de una bolsita donde estaban todas mis joyas. En esa bolsita amarilla de seda estaban mis anillos de matrimonio, incluyendo la de mi marido. Joyeria de oro y plata que llevaba y joyeria que compre en mexico.

Necesito saber cuales son los passos a seguir para reclamar el robo de mis joyas el cual tenian un valor aproximado de $6, 500. 00 dolares. Sin incluir el valor de mi maleta $90.00dlls.

A continuacion le mando los recibos de los vuelos y una lista de la joyeria extraviada.

Agradezco enormemente su apoyo en esto, por supueto que el valor sentimental de las joyas no se puede recuperar, pero espero que aereomexico se haga responsable de estos delitos.

Joyeria:

6 sets de plata con piedra turquesa valor de $1, 500.00 dlls.
2 sets de aretes de oro $ 1, 000.00 dlls
1 set de anillos de matrimonio $1, 500.00 dlls.
1 anillo de matrimonio de hombre $1000.00 dlls.
Joyeria fina de fantasia (anillos, pulseras, set de aretes y collar) $1, 500.00

Total aproximado de $6, 500, 00 dlls.

He mandado esta informacion a diferentes correos electronicos que aereomexico me a dado y se me devuelven mis mensajes.
Espero respuesta lo antes posible.

Atentamente,

Luz muñoz
Cell [protected]
[protected]@gmail.com

A complaint regarding my rebooking:
I have a complaint regarding the way that this voucher was presented to me. AreoMexico offered me the voucher for $600 American Funds based on my agreement to re-book on a flight 5 hours later to Mexico City. They guaranteed me that I would still make my connecting flight with this re-booked flight. After I agreed I checked with the airline and was told that my re-booked flight was delayed. It had been delayed since 8pm the night before - that means that Aeromexico re-booked me on this flight KNOWING that I would not make my connecting flight. As a result I was forced to stay in the airport until I could get another flight. I was there all morning instead of flying out at 6:00 AM. This cost me a lot of time. Instead of landing at around 8pm as they promised I landed at 11:30pm, and missed an important meeting. On top of that, I was caused a lot of distress trying to arrange a new flight out of YYZ while in the airport. I realize that by agreeing to wait for the next flight that I would run the risk of that flight being cancelled. But Areomexico was dishonest with me when re-booking. They should have told me that the new flight had been delayed since 8pm. I would not have agreed to sit out on the overbooked flight if they had provided that information.

Original Ticket Number
[protected]
July 27th Flight AM617

Rebooked on
American Airlines Flight 2589 - 6AM Departure
[protected]

My name is Elizabeth Olascuaga on July 25 Flight #430. I
Checked in 3 luggage. First time flying with Aeromexico
I was happy with the service of the employees. But
When I got home to my surprise one of my luggage's got
Damaged. Brand new Heys super lite Hardside Luggage.
My question is will you cover damage luggage's . Not happy
My email address [protected]@cloud.com

Were were delighted to fly AeroMexico once more for our 2019 winter get away.
But Louise, my wife, received very bad news from her physician after her annual medical checkup appointment. She was diagnosed with a severe and aggressive cancer to her pancreas and liver.
The oncologist prognostic are 6 to 8 months of survival. She probably won't survive to next Feb and even if she would, she probably would not be in good enough physical condition to travel anywhere.

I don't know if your policies allow for a tickets refund, partial or total. I just need to know.
My reservation code is YTOEHH.
My name is Marc Lacroix, birth is April 4th 1953
My wife is Louise Lalonde, birth is July 2nd 1944

Today I spoke to AeroMexico agents Nunez and Paula, they told me my reservation was cancelled but they could not send me an e-mail to confirm it.
I need a confirmation E-MAIL to prove reservation is cancelled, mostly for my travel insurance company. And I also need to know if I am allowed to any refund.
Don't leave the reservation open, I will not use it or change it. I know you have offered it to me but I refuse it. All I need is a flights cancellation E-MAIL.

If needed, I have a form, provide by travel insurance agent, filled out by Dr Shelley Sud to prove Louise's condition.
I am writing this 2nd complaint form at the request of my insurance company.

Thanks for considering my request.

I want to file a complaint and I hope my email is actually taken into consideration if not I will just find another way to make my voice heard.
I called your customer supporter and from the agent to the supervisor, none of them wanted to help, did not even try to help or propose me with any kind of solution. All they were saying was like robots that are not able to think on their own "your ticket is non refundable", they didn't even tell me if I can postpone the ticket or whatever. your customer service is terrible and your superviser answered me when I told her I do not feel safe taking one of your plane because of the recent crash, she literraly told me that it is not the only plane that has crash, not even trying to rassure that your planes are safe. So basically because this is not the only plane that crashes, I have to take your airline even with my life on the line. (and I have the recording of this).
I am extremely disappointed in this company and would not consider taking one of your plane. your image is the one your agents and superviser project. and till now all i've seen are people who have no consideration for other humans and are only there to make sales. People have been hurt from your plane crash, the basic as human being is to show concern and not explain how they are other planes that actually crashes. This is extremely sad as all you see is how to make money off your customer. I would like a follow up regardant my complain as to what has been and can be donne.
And by the way, the supervisor gave me the wron

Ticket number : [protected]
Name : Muriel Adekambi

Delay of flights from Mexico City to Cancun flights
1. AM 571 MEX 18:25 CUN 20:35 (FIRST OPTION)
2. AM 571 MEX 18:30 CUN 20:41 (SECOND CHANGE OPTION)
3. AM 591 MEX 10:35 CUN 12:57 (THIRD CHANGE OPTION)

When I booked my family's flight reservations in January 2018 I believed that I would be choosing the best flight option and it was the beginning of the organization of the holidays because the rest like, airport transfer, hotels etc. were based on our arrival in Cancun. So any changes in our flights would affect and cause a big problem to us.

I received from Decolar the company I use most of the time to buy my tickets a notification awhile after the purchasing to get in touch, because Aeromexico claimed that the flights I had purchased were no longer available and gave some unviable options and that we should choose other dates and times, we made the timetable changes even with my dissatisfaction. There was still time to change my plans so I did.

After another time I received another notification from Decolar that there was another change made by Aeromexico.
And again I had to make changes to the plans to fit in Aeromexico flights and enjoy my family vacations.

The date of our vacation was arriving and according to the website of Decolar and Aeromexico I tried to do the check in online and I was unable to check in or make reservations for the seats. Check in is not available for this passenger. Please proceed to an airport counter.

When we arrived at Check in "airport counter" from Latam company that operated in the destination Sao Paulo - Mexico I was able to check SAO PAULO - MEXICO, but I asked the attendant about the tickets and seat of the flight from Mexico to Cancun, because Check in is not available for this passenger. Please proceed to an airport counter.
I was informed by the attendant that we should check in at "airport counter" in Mexico with Aeromexico.

To our surprise when we arrived at the check-in "airport counter" the attendant informed us that we were not on the passenger list of the original flight on our voucher because we had not checked in or reserved the seats.

Attached is proof that Check in is not available for this passenger. Please proceed to an airport counter.

After a while and my persistence to get the flight tickets the attendance informed us that Aeromexico practices the overbooking in up to 20% and that we would be in the waiting list for next flights.
Then our rush and nightmare began. We were hungry with a 2 year old kid in our arms and another 10 years in an unknown place without knowing what time we would take our flight and arrive in Cancun for our holidays so well planned at this point.

They gave us some tickets without seats with only our names and told us to go to the departure lounge and they would try to arrange a flight.

Where we waited for some time and a lot of persistence gave me voucher to eat and I kept insisting on our tickets passages. They wanted to send my wife with my children on a flight and myself on another flight later of course I did not accept.

I finally get tickets for a flight after a lot of stress at the check-in desk because my wife was not feeling very well due to the stress the blood pressure was not controllable.

This delay caused us a lot of embarrassment a lot of waiting time and uncertainties one of the attender offered us a refund of USD $ 200.00 in the beginning but to buy in a period of one year in tickets with Aeromexico. What I refused because we never used it.

What they gave me after were 4 vouchers worth USD100 saying that they could carry out a bank transfer after completing a PORTE PAGADO form and that we should send them to the email address [protected]@aeromexico.com filled with my bank details.

What I was expecting were the USD $200 per person PASSENGER TICKED as it is offered but not to be used in another flight.
Following the details for credit as it was asked

Beneficiary:
William Valentim da Silva
Address - Estrada Mauro de Prospero 1100 Ap54 Torre 4
Bragança Paulista CEP [protected]
BANK - Banco Santander S/A
Agencia:3064
Account - Conta Corrente: [protected]
Swift (BIC CODE): BSCHBRSP

best regards

William Valentim da silva

My name is Maria Del refugio becerra alvarez on 7/31/18 at 6:40am I was going to fly to guadalajara mexico from richmond va, I wasn't able to fly because of a last name error on the plain ticket, it didn't match with my passport, please refund me with this issue, my husband also had same flight but he was able to fly. His name Daniel Becerra vargas. My phone number [protected] Email is [protected]@gmail.com.

Buenas noches estoy pidiendo un cambio, para los boletos de Ana Maria teodora Hernandez Lopez y Manuel Nieto Palafox para que puedan viajar antes del 13 de Agosto, 2013 a Detroit, Michigan por que su hija Ma Isabel Nieto los necesita ya que su esposo Jerry Esquible esta hospitalizado en estado de gravedad en el hospital Henry Ford de esta ciudad de Detroit. y ella no cuenta con familiars que la puedan apoyar en este pais. la reservacion es RBFASD. SI TIENE DUDAS O PREGUNTAS POR FAVOR LLAMAR AL [protected]

To Whom It May Concern:

Jerry Esquible is critically ill and being cared for in the ICU. Please excuse his family mother in law and father in law for travels.

Sincerely,

MEREDITH WALTON, MD

HFH C5W MICU POD 4
2799 W. Grand Blvd.
Detroit MI 48202
Dept: [protected]

I was departing from Havana cuba to Mexico City July 21 2018 to Bord from Mexico City to Oaxaca. When check in there was no information on my flight. I had to re purchase 2 tickets to arrive to my next destination
Confirmation # PQECML
Paid in total $477.78.
#PQECML
Flight 452
Sat july 21

Since I could not fly at that time due to no information on my ticket had to re purchase another ticket to fly out the same day to Mexico City paid $447.91 cash us dlls
Arriving to Mexico they did not have any available tickets until the next morning paying another $347.91 us dlls.

Very inconvenient do to the fact had my parents waiting at my final destination.
Please respond as soon as possible...
Sumetting this request now do to the fact was still out of town and not very got WiFi congratulation! To summit my complaint.
Please help resolve this problem. Atencion Eliza Ramirez