Aeromexico
Reviews and Complaints

I made reservation (UTEWKS) on Monday April 3, 2023 to fly one of our Agricultural workers home to Mexico for medical reasons. Less than 2 hours later I found a more direct flight for him. I called the 1-800 line and was assured that if I emailed [protected]@aeromexico.com, I would get a full refund.

I sent the email and booked a new flight for Ramon with another airline.

I decided to call the 1-800 number again to find out how long the refund would take. This time I was told I was not eligible for a refund because the flight is happening within 7 days. I explained to the agent that the first person told me I could get a refund. He said his supervisor would listen to the first call. His supervisor Alan came back on the call and said he could not refund me even if his agent gave me false information.

We spend in excess of $50,000 per year with Aeromexico, sending our SAWP workers between Vancouver and Mexico, and I expressed that this should be taken into account. Alan said he could provide a travel credit in the amount of the attached ticket but only for Ramon Abel Guzman Cruz. The problem with this is that Ramon is returning to Mexico for health reasons and we do not know if he is returning to our company.

I wrote to the customer service department several times requesting a refund to the visa that this card was booked on. If that wasn't possible I asked for a travel credit that we can use for future workers that is unnamed so that we can actually use it.

The customer service line made no attempt to resolve my issue and said there was nothing they could do. The issue is that I asked your company before cancelling the ticket and someone from your company said I could be refunded.

Alan said he would be able to give me a credit with Ramon's name on in it. The customer service email said I could not have that. There seems to be so many mixed messages coming out the customer service department.

I have spent over 2 hours on this and I still have no resolution to my problem.

Please help me to resolve this issue as soon as possible.

Sincerely,

Rachel Colyn|Human Resources Manager

Van Noort Bulb Company

22264 Highway 10

Langley, BC, V2Y 2K6

P: 604.888.6555

F: 604.888.7640

Toll Free: 1.888.826.6667

www.vannoortbulb.com/pages/careers

To Whom It May Concern:

My name is Lenka Espinoza. On Oct 9, 2022, I booked a flight on Aeromexico from Mexico City to Merida for Nov 4 to return to Mexico City on Nov 8. The flight was two passengers, 374.68 + 11.24 foreign transaction fee for each passenger, flight IWZXWR. I immediately canceled said flight when my husband contacted his daughter in Mexico City and got us on a cheaper flight on the Volaris airline flight UFH7GA booked Oct 9. The booking rep for Aeromexico stated that the refund would take 4-8 weeks to go through. I called four weeks later and was told it would take another four weeks. I called again and was told my money was refunded in October. The payment is on my Bank of America credit card; no refund has been credited. My bank blames Aeromexico; Aeromexico says it is my bank. I don't care who is to blame; I want my money returned. The sad part is I plan on making many trips to Mexico, but no longer on this airline.

Dear Sirs:

I purchased tickets for 5 people to fly from Acapulco to Mexico City, on reservation IXYPVC.

Only two passengers are going to check-in two baggages which should be $1,150.00 for the first and $1,350.00 for the second baggage, for a total of $2,500.00 pesos.

Instead the system charged $12,500.00 pesos.This is an overcharge of $10,000.00. I called your ticket office but they were unable to asist me, instead they asked I sent you en email.

Please issue either a refund or credit for future purchases for this amount to my credit card, and notify me when this charge has been credited.

My Club Premier number is [protected].

Thank you for attending to my request,

to: Supervisor /Dueno de Empresa

Got aeromexico from LAX(Los Angeles) to Mexico. Aeromexico 645 11:15 am.

DISCRIMINATION! We same zone 5 line,Mexican lady just front of me has exactly same 2 pieces,and she is allowed to in plane. (I am US citizen ,just behind her), guy "DANIEL ESPeRANZA" y son 3 mexican workers at gate are all "F -ALL fired! .

I'm very up sad because i travel from Mexico to Seattle Washington and I get extra charge on my luggage I try over the phone, and I already send an email requesting my refund of $194.69 and no respond. and that only happens in Mexico. because going to Mexico from Seattle i always get the 3rd luggage's free if anybody can please contact me i really appreciated( [protected]

Two friends and I, flew via Aero Mexico on November 15th from YVR(Vancouver) to Mexico City, then connecting to Puerto Vallarta.

Our original flight from Vancouver got delayed 12 hours with no warning other than the check in helper saying it was because Areo Mexico system has been down for 24 hours. We then got a further 4 hours delayed in Mexico City for the same reason. We lost a total of 24 hours off our vacation with NO apology.

We have screen shots from that day, there was absolutely NO weather issues in any of the locations and every other flight took off from Vancouver and Mexico City that day.

I have reached out several times, only to be told it was a weather issue, with no proof and now I'm being fully ignored.

This is step one to getting my money back, and I won't stop until I get it.

What an absolute disgrace of a company.

Yesterday I was supposed to travel to Canada from Colombia, I had a flight of 1300 CAD paid with Aeromexico, I had a 5 hours flight to Mexico City and a stop of 10 hours in Mexico to after fly 5 hours to Montreal, yesterday I got sick, so sick that I had to go to the hospital in Colombia, the had to put me in observation and they had to give me a lot of drugs to try to board my flight, but I was way too sick, vomiting, shaking and with 39 degrees fever, it was obvious that I was not gonna be able to take that flight, today morning I communicate with Aeromexico and they treated me horrible, saying that they won't give me any money back even tho I have the medical letter that confirms that I couldn't travel in those conditions, even today Im still in medications and pain, and they do not want to at least move my ticket or give me some moeny back, It is nobodys fault to get sick, I was planing to travel but my body was not able of flying vomiting during 24 hours, please I need some help, I dont have enough money to buy another ticket and Im a canadien resident with a job that is waiting for me, I NEED A SOLUTION.

It has been more than 4 months since I am requesting a refund on this ticket

Passenger name

Jackson Paul

Seat

Confirmation number

BZJEFB

I was denied boarding with an electronically confirmed ticket. After the plane had left, I was told to ask my cousin who bought the ticket to call for a refund. This request has been pending for 4 months.

ded message — From: Aeromexico

Date: Wed, Aug 17, 2022, 4:13 PM

Subject: Purchase Confirmation

To: PURCHASER

Aeroméxico

You're cleared for take off to

Monterrey

Confirmation #BZJEFB

Your flight details are below.

Thank you for booking with us!

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T1-Transporte

I was with an assit help agent and was told he could not put my bag on board; however, I could board the plane without the bag. He gave me the boarding pass and I was able to get through. Once I reached the gate, there were 7 employees helping this family and none helped me board the plane after I said I needed to get on. They said that I had to get there 15 minutes before the flight. The flight leave at 8 and I was there 20 minutes before, so they could've let me on but decided not too. They told me they wouldn't let me on and to go get my flight rebooked. Once I make the call to rebbok my flight it turns out my plane ticket was cancelled and given to another person even though I ask if I was going to be able to make it and the assit agent said yes. Then the agent goes and cancels my ticket even though they knew I was on the way and present, then cancelled the ticket without even confirming I was there, and that the reason they didn't let me on wasn't because I was late (even though I wasnt) it was because he gave away my seat.

The 17 july, 2022, in airport Veracruz, Mexico, when I am ready for take my fly AM855. Reservation UPDEPU. The employee said a key was missing. Before that, I was waiting for 1 heure, becauce Aeromexico dont have many employes. (only 2 for 15 family). The time go, and It was the time for take my fly. The costumer not help me and gime the time for make my key ArriveCAN. I told him, please help me, we can make my key and I can take my fly, but he said not. All time lost because, only two people make the service for check in.

I was forced to buy an others tickets for fly to Montréal, Canada.

The next day, when we were in airport again. I speak with the manager, and he was gree with me about my problem, and he gime an other flys for take back my reservation and get back my money paid for the first fly to Montreal. He said about this tickets are for christmas time or after date in 2023. I choised for 22 december 2022, but I can to travel for a problem with my job.

I told with customer service of aeromexico (call # [protected]), but they dont want change the date of my tickets or reimburse my money. Because, my origine reservation was economic and dont have option for change. But, all this situation was maked for the bad service in first time in Veracruz, Mexico.

I want a solution for my problem, I need my money back or my tickets for travel in july 2023. please.

On 8/2I/2 22, I did cancel my fly from Sacramento, CA to CD de Mexico, I was told the reimbursement was going to be between 6 to 8 weeks. Since this this not happened, I call again, ref # [protected], and they said it will take 8 to 12 weeks. At this time, I haven't any money or call back. So please I need to have my reimbursement made. Let me know who the person or, department I need to contact. Everything has been made under the name of Maricela Ortega.

Our issue occurred at the Mexico City satellite airport of Santa Lucia (NLU).

We paid Premier (business class) and expected to receive business class perks. More importantly, my 76-year-old husband is a below-the-knee amputee with several health issues. He needs the pre-boarding services to get settled in his seat without being pushed/prodded/shoved by the usual rush to board the plane. This did not happen.

On our outgoing connecting flight in NLU, there was no pre-boarding nor any zones used to separate passengers during boarding. It was chaotic. The only reason it didn't have a bad outcome is due entirely to the courtesy of the gentlemen at the front of the line who saw my husband and immediately waved us to the front. They did what Aeromexico failed to do.

The second flight was a nightmare. When it was time to board, there were no boarding zones or even pre-boarding, but AM placed a group of approximately 20-30 quite obviously young (er) and healthy passengers at the head of the line - ignoring those who actually needed pre-boarding and those who were paying Premier. Not only does my 76-year-old amputee husband need the special boarding, BUT WE WERE ALSO PREMIER PASSENGERS. When we finally sat in our seats, we watched in shock as several economy passengers just casually jammed their crap in the Premier overhead bins. Result? Hubby's carry-on-the one that held his medications — was scuffed and badly jammed. I realize that space is limited on flights, but if you pay for certain benefits, you should get those benefits. We did not.

I wrote to complain and got the stand "too bad, so sad" letter in return. I had asked for compensation. I wasn't looking for a free flight or reimbursement for our tickets. As Judge Judy says, "we ate the steak." What I was looking for was a small compensation to acknowledge that they did not deliver as promised and as they charged. Instead, I got a form letter than any trained lizard could, and did, write.

I travelled from Germany to Mexico (monterrey) on 14th of July, but due to a delayed flight I arrived one day late (I missed connection). Upon arrival my luggage didn't arrive so I immediately went to the Lost Luggage desk to file a claim. I asked them to help me - they told me I had to do it online. I informed the person at the desk that the online version didn't work. I asked if he could do it for me, answer was no, I asked for paper version - didn't exist. No support was given so I tried later on several devices in the hotel - but the drop down menu in their online form didn't work and therefore I couldn't finalise filing the claim. I immediately called, send an email and Facebook messenger. They all didn't help or told they couldn't help me. I did this for a month trying to file a claim and explaining I don't have report number because their luggage claim system is not working. Than at a certain moment they told me to go to nearest Airport where Aeromexico lands to file a claim in person. I had to travel abroad to do so - in Germany Aeromexico doesn't land. So I travelled abroad to file a claim in person - once arrived at the airport they told me they couldn't file a claim and they will send a message to their colleagues. I never heard back even after sending following up emails. Back to luggage claim service sending all email, Facebook messenger communication and phone bills of the efforts I took to file a claim. Everytime the answer: we cannot compensate you, because you didn't file a claim. Even after explaining that I tried to do from the first second, prove of contacting them and explaining the online form failed. But nothing, they told me they are not going to compensate me because I didn't file a report... I cannot understand and I demand compensation for my delayed/lost luggage and the costs I had to make for contacting them trying to file a claim. (I don't want to share prove publicly but I can provide as needed!)

Original flights:

8/6/2021 - 8/20/2021.

The flights remained the same, but the layover went from approximately 2 hours to more than 10 hours. When we complained, they said they would return the money. We have the original reservation information, the changes, and the email from AeroMexico that they would refund the money. They did tell me that it would take up to a year to get the refund, but that email came on 07/31/2021. As of July, 2022, I had not received the refund. And I began contacting them. They agree that they need to refund the money, but they do not take any action or respond to my requests to contact me and update me.

I sent them my CC statements to show that the charge was taken, the email that they promised to refund the money, and all supporting documents.

My name changed from the time that I booked the flight, which has been documented. Also, my CC changed due to having fraudulent charges on that card. It is still Capital One, but with different card number/expiration date. AeroMexico has been informed of all of this.

This is AWFUL Customer Service.

today's date 11/09/22

I was charged on my Mastercard for services that were declined by my credit card Reservation # FUOJHU on October 26, 2022, so I re-booked using a different card this time a Visa and got the tickets Reservation # FWGJZZ so you guys took double charges and I need my money back as soon as possible.

I called customer service by phone, and they said sorry we can't help you so I would like to know who's going to give me my money back.I have the passenger's names and dates on both of this reservation. Please email me back

[protected]@agcotech.com

Bought our tickets way in advance. Now one of us has been removed from our flight. He can travel alone, but why are we having to do this? He will be departing and arriving at different times than us. We will have to wait at Dulles for his fright to arrive much later than our flight or even have to come back to get him the next morning!. Why? Why? WHY?

He is August Selckmann Booking ID 30RI9F conf code HTUU23

expedia # [protected]

I am Ellen and my number is [protected] ellen.[protected]@verizon.net

I humbly await a response.

Upon SEVERAL phone conversations with living representatives of Aeromexico it was discussed that the weight of our dogs needed not t be more than 45kilos.

We booked first class and booked tickets for 2 dogs. At arrival the so called Manager- who has “no one higher than her that we could speak to informed us that the total weight of dog plus crate was 45kilos… not just the dog. We were 4pounds over. The manager named Luzani or Lyzani — who also refused to provide her last name, per request saying she “didn’t have to”, was both rude and insolent rather than providing “customer service”. She also refused to provide other information upon request, and rather than being helpful, spoke to us as if we were below her, and referred us to the website for information she could have easily provided “ and should have as a professional” IN SERVICE to the customers she is PAID TO SERVICE.

I asked Luzani if she could make a call to determine if there could be an exception given our numerous calls speaking to representatives over the phone, and she said there “is no one to call”.

We have never flown Aeromexico before, and this was the first time and we have had several RUDE encounters with customer service agents. One even hung up on us after saying he could not help with changing a fee we paid for a bike luggage toward an extra baggage of luggage.

The degree of rudeness by AEROMEXICO is the biggest problem here and agents not willing to help or find resolution.

The fact that the agent Luzani refused to make a simple call and causing us damages and extra expenses for a hotel and other expenses to purchase another dog crate, hotel room, car rental and other inconveniences—- is shoved off as per the same habit, pushing us to deal with customer service to get a refund or reimbursement for the trouble, which in all likelihood AEROMEXICO will refuse to pay and rather than looking up the RECIRDED CALLS to find blame of their agents who only told us of the weight of the dog, like the rude manager the corporation will tell us it was on the website. Therefore what is the use of actually dealing with customer service and real people, if the corporation eventually teaches their managers to do as they do, and refuse to take any liability for any miscommunication. You would think that arrow Mexico would train is agents to make sure that when dealing with people on the telephone that they make everything very clear so there are no mistakes or obstacles during check-in. And further if people are paying high price for first class, where is the supreme service to ensure no misunderstanding of the company policies. We phoned AEROMEXICO purposely to speak with living human beings that KNOW the policies and can perform and provide service to its paying customers.

Let it be known, this will be the last time we will ever fly AEROMEXICO, as the lack of competence and customer service in their agents and managers is the worst we have ever experienced in our world travels over the last 30 years! Our dogs have traveled with us too, and never ever have we had this issue with weight of the dogs—- Luzani who apparently has no FAMILY name, and is likely a robot, says: airlines have different policies. While that is true, AEROMEXICO is apparently the only airline among all orger international carriers who have this different weight classification. BE WARNED.

You do get what you pay for….

Cheap flights

Cheap service.

Feels like AEROMEXICO treats it’s customers like basura.

Anita Felice Family of Lopez

On October 30, 2021 my parents and I arrived at the airport for our returning flights from Guadalajara to Salt Lake City. Their flight left at 7:40 am. Mine left at a later time. At the check in counter my mother gave the aeromexico employee her negative covid test(it was required for international flights), and my father was vaccinated so he did not know he also needed to have a covid test done. The employee told him he had to get a covid test done at the airport, so he left to do that, and the employee gave my mother the covid test back. Before my father came back the employees told my mother that her covid test was not valid and that she also had to get a covid test done at the airport. Why didn't they inform her that her covid test was not valid at the same time they told my father he needed to get a covid test at the beginning? So now they are running out of time, and my father comes back and takes my mother to get her covid test done. By the time they get back and try to check in it is 55 minutes before their flight leaves, employee Ana Gonzales tells them that they cannot check in anymore because they need to check in 1 hour before the flight departs and they have to buy another flight. Even though it was the employees fault for not letting my mother know earlier that her covid test was not valid and making her waste time instead of getting her covid test done at the same time as my father. And also, I had a flight with United also from Guadalajara to SLC that same day, and United took my covid test and found it valid. I got the covid test done at the same place my mother did that Aeromexico said was not valid. My parents had to buy 2 new flights costing $750+ each because of Aeromexico employees incompetence, and they did not lift a finger to help them or even feel remorse, even though it was their fault. They could have let them check in, only 5 minutes late. We are not wealthy people. It took most of my mother's savings to buy a new ticket. And she had to pay for her luggage twice. Even the aeromexico employee at the ticket counter found it unbelievable that the check in agents did not let them check in and made them buy new tickets. And to think that my parents were loyal customers to Aeromexico. Very bad experience.

I made a mistake in my booking and Aeromexico is indicating that they will not refund the ticket.

I booked two flights on the same day for my family of four.

10/22/22 GZ7P77 - Denver to Puerto Vallerta departing 7:05am and arriving in PVR at 3:30pm

10/22/22 - Puerto Vallarta to Denver departing at 3pm

One flight is Aeromexico operated by Delta and one flight is Delta. I needed to keep the 10/22/22 PVR to Denver because that is when we are supposed to return home. The flight combination that I chose wouldn't even work, I am just so beside myself. I had to re-book a one-way ticket for our family to leave immediately and the cost was astronomical. This was an error but also would have never worked. All I requested was to be refunded for GZ7P77 flight.

I will not be able to use the credit any time soon and I just had to pay double the entire cost for a simple one way. Aeromexico was not even willing to find us another flight without charging $1000 per person.

Via. Phone ( on the 1 st of October) booked flight, Mexico city to Paris de Gaulle and return, paid by phone. Directly 53.367,83 pesos out of my account. After i revied a e msil saying that the reservation was on hold because of pending payment. But the money was out of my visa and paid to aeromexico

Allready two weeks nights to get it back. Worst airline customersupport

Still no return ticket because missing the money. Proce is going up by the day

JFUTHU

Case number. [protected]