Aeromexico
Reviews and Complaints

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.

My partner (Joanne Walsh) and I (Douglas Graeb) had return tickets from Vancouver to Huatulco and back with confirmation code GUVCOV. We were to return on AM 518 at 03:56 PM on February 12th, connecting with AM 694 departing from Mexico City at 01:05 on February 13th for Vancouver.
On February 8, Joanne had a serious accident, fracturing her left arm in two places. She was first taken to the small hospital in Pochutla, which for various reasons, including a strike by medical staff, was not equipped to treat her. She was then taken to Puerto Escondido on Friday February 9th and evacuated by air ambulance to Bite Medica Hospital in Mexico City for assessment and possible surgery. Late in the day on February 9th the decision was made to not have surgery in Mexico City, but to return to Vancouver for treatment. Yesterday (the 10th of February) Joanne was flown by air ambulance to Vancouver from Mexico City, and admitted to Vancouver General Hospital last evening.
I spoke with your representative a few minutes ago today explaining our situation so that she could cancel the return portion of the ticket.
You will understand that since my wife's injury I have been very concerned with her condition, dealing with doctors, nurses, and our travel insurance company. Once the decision to return to Vancouver from Mexico City by air ambulance was made, I did try several times to contact Aeromexico and cancel the return ticket, but was unable to reach an English-speaking agent (I am sorry but I do not peak Spanish), or to complete an online chat because the chat was terminated before I could complete all the information that was requested.
We are requesting a refund for the return half of our ticket, as the change in our travel plans was necessitated by an unfortunate and serious accident, and we did our best under the circumstances to notify you of our cancellation.
Sincerely, Douglas Graeb

Every year for presidents week off from teaching, I am fortunate that I can visit with my dear friend of 40 years, while he vacations in Mexico for two months. However, this year unexpectedly he was forced to leave only two weeks into his trip. He was not even able to make it back to NY. He was taken from the plane in Houston and had emergency surgery done at Memorial Hermann Northeast hospital on 2/2/2018. He is home now recovering at his home in Conneticutt and cannot return to Mexico. I am an older, single woman and I am afraid to travel to Mexico without my friend being on the other end of my trip. Therefore, I will have to cancel my trip. For me to lose 700$ would be a real hardship. Since 2/17/2018 thru 2/24/2018 is a very high demand time to travel, I am hoping you will consider a refund or a voucher that I can use for February of next year. If needed I can send a copy of my friends surgery report. I have used Aeromexico airlines every year for my school break trip. Thank you in advance for understanding my situation.
Kathy

Hi, I have been charge twice the full price for my trip to Mexico.
The first charge was 587.16$ for the whole trip back on and forth and then 511.32$ from Mexico city to Huatulco. ticket number [protected] / [protected]/ [protected]. Please verify it is no normal to charge m e twice my trip. I can send you a copy or my bank statement if you need it.
I hope you will take in consideration my demand.
Louisette Dagenais

AeroMexico Customer Service is one of the worst I have dealt with in any country. I want a refund of all double billing of expenses billed by this airline. What should have been $1, 000 costs is not $1, 500.

Due to a Canadian Government Declaration warning of 'no travel' to three locations in Honduras( https://travel.gc.ca/destinations/honduras) we had to change our travel destination from Honduras and we selected Ecuador. This meant changing four legs of flights booked through AeroMexico. After cancelling the Honduras destination, I tried to use the AeroMexico credit balance of $1010.78 to book an $880 flight from Quinto, Ecuador to YYC, Canada. But after $250 US change and no-show fee my credit card was charged another $445.00. How is this possible?
Original Travel dates
25 Feb 2018 - 25 Feb 2018 San Pedro Sula - Honduras
Itinerary # [protected] - Confirmation VFXMOY (Aeromexico)
New Ticket
AM Feb. 25 Quito, Ecuador, AEROMEXICO - VFXMOY

At the very least the ticket balance should have been equal, not more. Please help. Natalie Gibson

we had a reservation code; IFAQEY :at Francois Larose and Manon Sanscartier name
on flight AM 681 yul to mex departure 04 feb 2018 at 09:00 arr to Mex 14:15 with connection Flight AM 142 at 16:55 arr in Pvr 18:34
on the 04/feb morning we have been reassignment on a departure from YUL at 16:15 arr in Mex at 21:20 making our connection at 16:55 impossible
so because of this i had to call you and rebook are flight
the only offer you gave me was on flight AM 637 departure time 23:10 on the 04/feb still connect at Mex on flight AM 140 but arr at Pvr at 08:13 on the 05/feb make me lost a day of VACATION and i still had to pay a hotel fee for the 04 fev night taht i dint use plus STRESS AND COMPLICATION
we are asking for a money compensation
tanks

Still waiting for 4 airline tickets refund for $670.55 4 times! plus $32.07 4 times on dec 11-12 was told that a refund was coming, sent a email complaint and called 8 times its now Feb 1/18 still no refund I need my money back NOW ! Name is Darlene, Farlee, Brooklyn, Dallon Frunchak Feb 16 th YYC - Mexico city Mexico city to YYC need it Now Thank You Darlene Frunchak [protected]

My name is Juan Duenas I purchased a ticket from Aeromexico last year for the amount of $800 dollars. Confirmation code #RZSBPV
flying out of Sacramento to Guadalajara Friday May 26, 2017 flight #am789
Returning Monday May 29 Flight #am788 Guadalajara to Sacramento.
I cancelled my trip and was told I would have a credit for up to 1 year.I was told I only needed my confirmation code to get my credit, now Aeromexico tells me
I need my flight ticket number to do so I never received a ticket number!
It is always very frustrating getting credit from your company, you jump through hoops and hoops, penalties upon penalties. Please advise and give me my ticket number and anything else I may need to get my credit. Email me at [protected]@yahoo.com

On January 6th, I went to Guadalajara Airport to catch my flight. The flight from Guadalajara to Mexico City got delayed and I had a flight from Mexico City to CD. Obregon and I was gonna miss that flight so I stayed in a hotel. I went back the next day to catch a 1:00 flight to get to Mexico City to catch another flight at 5:35 barely. When I got there the plane was there and ready to go but they had no pilots because they were on strike and kept saying the flight will go on. By 11:30 p.m. they finally confirmed that the flight was cancelled and promised me a 2 person flight anywhere I wanted to go and a refund on my tickets. I would like a refund and two airplane tickets I never got and for my 3 day inconvenience and almost getting fired from my job.

Du au retard sur le vol am 681 de Montréal vers mexico avec correspondance vers Manzanillo, nous avons manqué la correspondance. On a eu aucune aide à Mexico on a du payer une nuit d hôtel et paye notre souper et notre déjeuner. le vol a été remis le 16 janvier à 9:55 am.
Comment se faire rembourser ses dépenses imprévues dans notre voyage
Gilles Martin et Johanne Martin
Reference KJDLMA

I had three Michael korr watches in my luggage and my husbands silver and gold plated belt, they were taken out of my luggage, I thought this stuff didn't happen in your airline anymore, there were checked in San Jose California United states and arrived to Guadalajara Mexico
Men's silver and gold plated belt taken out of our luggage.
Watches were brown and gold Michael korr
Silver with perl watch and gold Michael korr watch ! And my luggage was given to me broken In Guadalajara mexico

We arrived at the airport a couple hours early. At around 11AM they paged my wife and I to come verify our PASSPORTs (flight departs at 11:55AM). The guy tells me I need to go to the Delta service desk because the spelling on my name is different from the spelling on my ticket. I go over and the lady does something and it accepts my PASSPORT but doesn't change the name on my ticket. They tell me it is an Aero Mexico ticket and send me to them. They then send me outside to the aeromexico ticket booth. Aeromexico says that this is Deltas problem and they can't fix it and to contact Delta or expedia whom I bought the ticket.

I go back through security back to customer center and they again send me to aeromexico and say speak to a supervisor, they should be able to help. Finally, I go and aero mexico supervisor says, this can be changed why didn't delta or our folks do it. This guy is a total [censor] and should not deal with customers. They tried to charge me $1000 per ticket (there are 2 of us) to change my flight and says you missed your flight and there are change fees or more cost for a new ticket. He tells me, just buy another ticket. I missed the flight because they didn't let me board. This wasn't imagration, being late or anything like that. He tells me, not his fault, and he can't do anything. He then says, don't waist your time talking to delta because they won't do anything.

Finally I go back to Delta (two hours later and an hour after my plane took off), explain at the ticket booth and her supervisor tells me the ticket I had says DOCS - OK which means it was fixed in the very beginning. She reluctantly says that they messed up at the gate and puts me on a later flight, but I arrive a day later. I already paid hotel, rental car and not going to arrive on a red eye flight.

This was a nightmare. Everyone just gave me the run around. I expect you to refund my ticket at a minimum or I'll take you to small claims court. Please investigate and I hope this experience will lead to better training of your staff.

The most frustrating part isn't that someone made a mistake, it was dealing with a rude and incompetent aero mexico supervisor and staff.

I purchased my seats on January 07, 2018 on flight AM781 from Ontario to Guadalajara at 12:19 am. We reserved seats 12c and 12d but we obtained 6E and 6F, as well our flight was delayed. As well my mom is handicap and she usually asked for a blanket and it is given, they said that they didn't have any on board and she suffers from arthritis, and inside the plane is cold, we always travel through delta/Aeromexico, we are loyal customers, we have never delt with so much trouble
Our ticket numbers are:
1 139 [protected] 2 GZ56DG
1 139 [protected] 1 GZ56DG
We would like a refund for our seats and I hope we don't experience this agian
Thank you

Hello,

My daughter's luggage was missing from our flight #693 arriving in Mexico City from Montreal on December 21st at 1:50pm. We were delayed and would miss our next flight, we were told at the Aeromexico luggage counter in the airport to fill out a claim when we arrived in San José later on that same day. When we arrived in San José, all of our luggage was missing (5 items) after our next connection in Managua. The only counter open at the ariport in San José was the COPA airlines counter so they helped us fill out a claim (the claim number is SJOCM43272). We were told to check in the next day to see if all of our missing luggage had arrived. On December 22nd, we made our way to the airport in San José and located 4 out of our 5 missing pieces of luggage but my daughter's missing luggage (tag # WS375994) was still missing. We were told to check in every day to see if the luggage would arrive. Each time we called, employees were either on holiday, had left earlier, or were not answering the phone at all. We spent 2 weeks in Costa Rica without my daughter's luggage and had to purchase clothes, shoes and other items for our trip for her.

On our way back to Canada on January 4th, we had a layover in Mexico city so we stopped by the Aeromexico arrivals and departures and they helped me call the baggage department to check on our luggage. They could not find the tracking number and took my address in order to mail the luggage to me in Canada. Then I went to the lost and found to see if we could locate the missing luggage there. They could not find our report or the luggage (they let me look at the stored lost luggage and we did not see it there).

I sent an email on January 8th to [protected]@aeromexico.com. No answer. On Janurary 16th, I called Aeromexico in Canada and they told me to email [protected]@aeromexico.com and forward the original email as proof of my attempts to contact the. I sent an email the same day, no response. We are now January 23rd (over a month from the original travel date) and no one from Aeromexico has contacted me via phone or email.

Clearly, Aeromexico has lost the luggage but is refusing to answer. I would like a reimbursement.

I booked seats for my flight on booking. aeromexico.com and then I wanted to change seats they charged me on my credit card four transaction totaling 716, 96$ without any reserved seats iwas told later that there is no obligation to reserve seats for my flight. I Would like tobe reimbursed for the total of 716, 96$. I spoke twice with the company custom service, they told me we can't do anything right now go on complaint board to have a refund. This incident hapened on January 17 2018. My reservation flight# GYRQHA and flight # 620, 621, 680, 681 Stephane Arcand, Sylvie Ouellette

Regards

On January 8th, at 10pm, my husband and I arrived at JFK for our Aeromexico flight #401 which was to leave at 1:40am (the 9th) bound for Mexico City and then Flight #2550 to Huatulco, Mexico our final destination. The first surprise was that my guitar (I am a professional musician) was going to cost me $150 to transport as baggage to Huatulco. The supervisor said that this regulation went into effect two months prior to our trip. As we booked this flight 2 months prior to our departure, we did not see this regulation in the fine print that we did read. The nice supervisor charged us $55 for the guitar as extra baggage. We continued to check-in. The flight was 45 minutes late leaving but we were not too worried, we had about 2 hours for our connecting flight to Huatulco, Mexico. The next big surprise came in Mexico City when our baggage arrived but the guitar did not. I had to speak to the baggage claim officials which I did under great duress as my husband and I were rushing to catch our next flight to Huatulco. The baggage claim people assured me that the guitar would arrive at our B&B in San Agustinillo the next day. Breathlessly, we arrive at the Huatulco flight #2550 gate on time and received the third blow for the day. The check in lady at JFK decided on her own, without consulting us to change our boarding pass for Huatulco Flight #2550 from 8:56am (which we booked for initially) to the 2pm flight #517 on January 10th. We now had to sit for 4 extra hours in the airport. Had she not changed the time, we would have been sitting on the beach at 2pm. Maddening. By the way, if we had not made the flight on time, we would have had 4 hours to change the flight to the next one so there was no real reason to assume we would not make it. The 4th and final blow came on January 11th when my guitar arrived to our B&B and the hard case was smashed in four places despite the Fragile sign I had asked to put on the case on both sides. The case cannot be used to transport my guitar home. The monetary value of the case is $85.00. I would like to be refunded this money. I have already paid $10 for a soft case for the guitar so that I will be able to take the guitar on board as a carry on for on the way home. The $55 charge which I paid for my guitar to safely arrive to our destination is kind of an insult to injury as the case was badly damaged. This brings the total that I would like to be refunded at $145.00. What you cannot refund me for is the aggravation and the stress that Aeromexico inflicted upon my husband and I on this trip. In all of my years of traveling, I have not had such a difficult trip with unpleasantries happening one after another. Attached are photos of my guitar hard case. My email is [protected]@gmail.com and my address is Margarita Meyendorff, PO Box 299, Rosendale, NY 12472. Thank you for your prompt attention to this matter.

I purchased a ticket for Jose Raul Quintano Salazar threw Travelocity to fly from Tijuana Mexico to Barranquilla Columbia on Jan 7 2018.
The name on the Itinerary and passport matches but the Aeromexico agent would not let Jose board the plane after about an hour Jose was told he needed to buy a new ticket (one way) which the name does not match the his passport.
His wife bought the new ticket to match the name on his passport and Aeromexico changed it at the counter.

We paid $405.19 US that we did not need to pay He also missed 1 days work and had to buy a ticket to move his flight from BOG to BAQ $85, 000.00COP I'm asking for a refund of the $405.19 and $85, 000COP
Because as the documents clearly show Aeromexico agent made a huge mistake And if you look at the flight from BOG to BAQ the name is on the boarding pass is different from all the rest.
Not sure how Aeromexico can let a person get on a plane when his ID does not match his boarding pass.
I have been in contact with Travelocity and they said that Aeromexico wanted to run it threw there complaint department. Aermexico Also in a phone call to them pulled both reservations up and clearly noted that the agent had made a huge mistake.

I would like to know what information you need to refund this amount.

Thank You
Michael E. Funk Sr. VP of PPI
[protected]@propaintutah.com

ticket. [protected] 3 denis canals Salinas

ticket. [protected] 5 jertrudis Rodrigues

seatlle to Managua. Nicaragua 17/12/2017
Alaska airlines, Aeromexico airlines.

Alaska airlines se comunico con aeromexico, solicitando el costo de equipajes. y se nos cobro por 2 malestas $ 55.00 dolares c/u mas otras 2malestas $ 180.00 dolares c/u. y una de nuestras malestas tenia in peso de 57 libras = 7 lbs. de mas. por esto se nos cobro $ 100.00.
2 x 55.00 = $110.00 2 x 180.00 = $360.00 mas $100.0 == $ 570.00

En el aeropuerto de Mexico, nos dijeron que nosotros teniamos sky priority y que podiamos utilizar el clase premier o club, cheked baggages, multiple extra bags. y primeros asientos en cada vuelo con aero mexico

y que buscara la manera de pedir la devolucion de el costo pagado en seattle de nuestras maletas o 4 equipajes..

por fabor, necesito ayuda de esto. gracias por su atencion.
adjunto fotos de nuestros documentos. denis

i get to the airport and there where poor personal, and more thant 300 people on line, i was over 5 pounds overon my baggage, and they charged it 100 dls, with no options, treadme and scarme that i was going to lose my flight, they araising people and still money from me, case #[protected], ...it has benn pass 2 months allready, and no contact anymore.

My Previous confirmation number PBITOS . In was scheduled to leave from toronto canada to Manzanillo Mexico via Mexico city on Tuesday Jan. 2nd . On monday Jan. 1st in the evening . less than 15 hours prior to our departure i received a phone call from my daughter that my son inlaw age 55 had died of a massive heart attack. I immediately called aeromemexico to advise that i was postponing the flight and the agent informed me that to book another flight at a later date i would need to contact your dept. to arrange a new flight on a bereavement basis without paying full fare again. I am now in a position to rebook the flight on the 13th of january
for my wife and i . We previously had am plus seats asa well. Please respond as soon as possible to arrange rebooking. MY name is Robert Bell and email address is b.[protected]@gmail.com. I have a death certificate avail able and anything else you may need to support my claim.
Home phone is [protected] cell is [protected]