Aeromexico
Reviews and Complaints

Dear aeromexico

Booking reference: [removed]

Yesterday (15/05/2017), my husband and I flew from london heathrow to mexico city on flight amx008. We brought our tickets on the 28th february 2017 and was informed that we would have 2 luggage each. We only booked with aeromexico for this reason as we are moving to argentina and needed the generous luggage as we fly with ethiopia airlines from hong kong to london because they offered 4 luggage’s. We needed more luggages so we paid for one extra luggage.

As you will see from the photos, the online confirmation states under our reservation code [removed] we were allowed 3 bags each. However, this did not make sense as I (Passenger: removed) should have 3 checked-in and my husband (removed) should have 2 checked-in luggage, so a total of 5 checked-in luggage.
On the day of departure we noticed that this was not the case. We went online and saw that aeromexico clearly states that aeromexico luggage allowance is for economy class for international flights is 2 pieces, each with max 50 lb (23kg), please see photo. And on your website it clearly states, under your important notes to passengers that passengers are allowed 2 pieces each.

So we called aeromexico in mexico to confirm our luggage allowance. They said we only had 1 check-in luggage each with one extra that we paid for, so a total of 3. We then called aeromexico uk and they told us the same thing. They said it would cost 260 uk pounds but online it was $55 us for the first extra luggage, but when we call aeromexico in mexico it was 200 uk pounds, all of this was very confusing and unclear. As we only had 8 hours before leaving the london we paid the 200 pounds.

When we arrived to heathrow, the check-in staff (Mr. [name removed]) said they we were allowed 2 pieces each. He then checked with another staff and then a supervisor and this was correct, it was also confirmed on the computer that we were allowed 2 pieces each. He apologised for the confusion, but we were very upset by this, as we wasted the whole of our last day in london calling around trying to sort out our luggage when we were right in the first place. Mr [name removed] told us that he would put all of this on our reservation so we can get a refund.

This is truly upsetting and incredibly infuriating, especially when the same company, both through your customer service, online and check-in staff all had different answers to such a simple issue that should be clear for all staff and passengers. Therefore, we are requesting a full refund of the 200 pounds as well as part of our flight ticket as this cost more than just our time, but this was the worst experience we have had with an airline. We are not happy to fly again to cuba and argentina with you as this has been a time-wasting experience and I truly hope that this will not happen on our next three flights with you.

We look forward to hearing from you swiftly.

Dr. [name removed] and [name removed]

We're planned to have 17 days of vacation in Nicaragua, so last year on September 3, 2016 I bought on line 4 roundtrip of Aeromexico airfare(Reservation Code URNVPY) to travel on 04/07/17 from San Francisco(SFO) to Managua(MGA)/Managua(MGA) to San Francisco(SFO);we've been traveling many times and never had any problem and this will be the second time using Aeromexico.
On 04/07/17, the nightmare, horrible experience begun when we check in with the booth attendant at 9:30 pm and she told us that we are late to take the plane, so we told her that we received an e-mail from Aeromexico about our flight AM 665 was reassignment and have enough time to pass the check point and to board but she didn't believe us and unfortunately my phone died and I couldn't show her the e-mail so she refused to check or call her supervisor and told us to call the airline to reschedule a new air trip and she closed her booth at 10:00 pm and took off. We're disappointed with this kind of customer service rendered by this woman and we came back home to call the airline to cancel the trip and get the refund but it was to expensive and too late to buy a new airfare from an other airline company so I decided to reschedule the new trip to 04/10/17 and I was forced to pay an extra $963.60 ...We lost 3 days of vacation, car reservation and relative's wedding party(04/08/17) and we're stressed out, can sleep and long suffering... my wife and my children were crying, all thanks to the bad customer service rendered by this unprofessional woman.
We're traveling with some other relative and he called us by phone from plane to said that he boarded it at 11:35 pm and took it off at 12:25 am;later my relative called me from Mexico DF to say that the flight lost the connection to Managua(MGA) because the plane was full so he had to wait 7 hrs in the airport to take the next flight available.
I attached the Aeromexico's e-mail flight reassignment to this complaint as a proof.
I hope that this airline refund me the over payment of $963.60 that a paid to reschedule the new air trip.
Thanks

Dear Sir or Madame,

As a new customers of yours I am writing in regard to a series of very distasteful experiences my partner and I had with your company and this on our way there and back.

We booked a flight to Havana, Cuba over Mexico City, with a three-days-long stay in Mexico City, on March 28th, 2017 from Amsterdam to Mexico City and furthermore on April 1st, 2017 from Mexico City to Havana Cuba. Returning flight we booked a flight from Havana to Mexico on April 19th, 2017 and from Mexico City to Amsterdam also on April 19th, 2017. Both flights we booked with Aeromexico/KLM and on both directions occurred some inconveniences.

The first unpleasant experience occured already in Amsterdam during our check-in for the flight to Mexico City with KLM. Whereas there were no problems with my check-in, your staff did not allow my partner, Haydar Sari, to enter the flight and told us, that without a valid visa for Mexico he won’t be taken by your company to Mexico, not even as a transit tourist.

I am a German citizen. My partner, Haydar Sari, is a Turkish citizen with an unlimited residence permit status for Germany where we both live. Before booking our holiday and the flights with your company we checked the visa regulation for both countries. For Cuba we had a tourist visa, for Mexico we did not since according to the information we got from the Mexican embassy in Germany neither I nor my partner needs a visa for Mexico. As a Turkish citizen he admittedly does need a visa. As a Turkish citizen with an unlimited residence permit status for one of the Schengen area countries he does not need it, though. He is allowed to enter Mexico, according not only to the Mexican Embassy in Germany, but also to the immigration office at the airport in Mexico City where we double-checked this information after finally getting there as transit tourist.

Although we had informed your staff about the valid visa regulation for Mexico (gotten from the Mexican embassy from Germany) and had showed the unlimited residence permit card to them, they rejected us and send to AeroMexico representative who, after several phone calls and consultation with Aeromexico and KLM information centre, told us, giving us a call center number for AeroMexico Ticketing and Reservation, to get a visa (not possible within two hours) or to change our flights.

After 20 minutes long call phone to AeroMexico Ticketing & Reservations Call Center we were offered to change our booking and to get on a plane to Havana over Mexico on March 29th, 2017 but only with a short transition stay in Mexico as transit tourist. We were charged only for the change of reservation (173 €) and not for the new flights what at that point, after the whole disappointment, anger and uncertainties about our whole flights situation, had seemed as a great deal for us.

As a result of the changed flights we had to cancel our hotel booking for Mexico City, change our booking for Havana and stay a night in the Netherlands, not to mention of the lost of a whole day of vacation. Additionally, if we had booked a simply flight from Amsterdam to Havana without a stay in Mexico City, it would have coasted us around 200€ less per ticket so that I value this loss as more than 683 € (173 € for change in booking, 50€ train tickets to my sister place in the Netherlands where we spend the night, cancelation of our hostels 60 € and 400 € more expenses on the originally flights) in personal expenses.

Arriving in Mexico at the airport by the passport control we were told that my partner with his Turkish passport and unlimited residence permit card for Germany does not need a visa! To make a double or at that point even a threefold check we went to the Mexican immigration office located at the airport that confirmed it! Please look at the document (that you will find attached to this mail) they gave us and marked the corresponding sections. Moreover the Mexico City airport is not really an airport with a transit area and so weather you were a transit tourist or not you have to go through the passport control and need to address the visa regulation.

You can only imagined how disappointed we were and still are and how unpleasant the whole situation was. Because of the false information of your staff we were forced to change our flights and our plans, we lost time and money.

Getting back to Amsterdam on our way back to Germany I went to KLM service centre in order to mention the whole unpleasant event. Instead of understanding and apology I got the information that the Aeromexico/KLM acted correctly according to the information guidelines they have gotten from the Mexican government (www.timaticweb2.com/trial) and that next time I should check the guidelines of your company instead of asking the embassy. This kind of respond made me literally speechless as I hoped for more respect and empathy from your company. You can’t really expect your customer to check your internal guidelines instead of getting information from the first hand that in such situation should be embassy! It is as if I were going from Germany to Netherlands and asked the German or the Dutch Railway company about the visa regulation and not the embassy of this two countries. It is a little ridiculous. Especially if you consider, that on the Havana airport we did not have any problems. We were asked for visa for Mexico for Haydar Sari or for the unlimited residence permit card for Schengen area countries. Somehow your staff in Havana knew about this visa regulation for passengers of Turkish origin with unlimited residence permit card for Schengen area countries and I doubt that the Mexican government sent to the same company different information regarding entering to their country. Is this how you treat all of your customers?

On the way back from Havana over Mexico City to Amsterdam on April 19th, 2017 the AeroMexico/KLM staff were much better informed, although the flights back were not free of unpleasant events though. The flight from Havana to Mexico City was over 1 hour (almost 2 hours) delayed. We tried to find a gate agent, but nobody was anywhere to be found. There wasn’t anyone at the gate to give us any information about the delay.

The flight from Mexico City to Amsterdam was delayed as well, not only over 1 hour but more than 24 hours! The first one-two hours, before the announcement about the postponing the flight to the next day came, none of the agents explained to us what was happening. The flight was delayed again, and again. Finally after almost two hours waiting the delay was announced and all passengers were asked to pick up their baggage and direct to the airport hotel. No general information followed. Every piece of information (about the duration of the delay, about our lost baggage, about the time of a new flight) had to be asked personally by one of your agent and the responses were very contradictory, depended who you had asked.

As we wanted to pick up our baggage, our baggage was not to find. On demand it was told us that the baggage (two rucksacks), differently than by others passengers, can be picked up directly in Amsterdam because it was sent directly from Havana to Amsterdam. Well, It might be except that after arriving in Mexico City we picked up our baggage ourselves and checked it in again for the flight to Amsterdam at the connecting flights baggage check-in point at the airport. Beyond that directly or not the baggage should have been to find at the airplane we were on, shouldn’t it?

Anyway, we didn’t have our luggage and knowing that the bags would already be somewhere on the way to Europe, we went to the hotel and had to managed the night and the whole next day, left without many essential items so that we were forced to buy some cloths to not spent the next day in totally sweaty shirt and dress (ca. 60 €).

By the way, the information your staff in Amsterdam gave us on our way to Havana – about not having to pick our baggage in Mexico on both ways because of its directly checking-in – was false anyway. Following this information on our way from Amsterdam to Havana over Mexico City we did not intent to pick up our baggage and to check it in again. Only per accident we got the information we have to do it, otherwise our baggage stayed in Mexico City.

Arriving in Amsterdam, we collected our luggage, that had arrived way earlier than we and happy about getting the baggage at all we made us on our way to Germany. Because of the flight delay we missed our bus from Amsterdam to Hannover, Germany that we had booked for the April 20th, 2017 what costs us around 80€. Being back to Amsterdam one day later than planned, we had to figure our how to go to Hannover. Finally we took a train what cost as another 115 €. As a result of these delays, I value our cost for around 200 € (80€ missed bus and 115 € new train tickets).

Along with this we both had to call our jobs and ask for another free day as we were scheduled to have some shifts on Friday evening and Saturday morning.

Getting back home and unpacking our baggage we noticed that from one of our rucksacks a lot of things got stolen – 4 packages of cacao bought in Baracoa, Cuba (cacao you can only buy on Cuba!), chocolate (cucurucho – a sweets from Baracoa, Cuba, again available only in Baracoa) and some peppers. Firstly we fought it was the customhouse but it was not. It is not just that bringing of cacao for personal use is allowed, but we did not even get any notice about examining our baggage.

We understand that mistakes happen, computer failures occur and things can’t always run as smoothly as planned. However we don’t understand the lack of customer service and the density of misinformation and unpleasant events that we experienced.

We would hope that you take these complaints into consideration and that you would compensate us for our added expenses and unpleasant start and end of our holiday. We would ask that you refund the 683 € (173 € for change in booking, 50€ train tickets to my sister place in the Netherlands where we spend the night, cancelation of our hostels 60 € and 400 € more expenses on the originally flights), 60€ for cloths in Mexico City, 200 € (80€ missed bus and 115 € new train tickets).

We would also request that you issue us a flight voucher in order to give you another opportunity to show us that your service isn’t always so poor and to refund our lost vacation in Mexico City as well as the lost of one-two workdays and the with that associated payment.

In attachment you can find evidence of some of our expanses: 1. our originally flights, 2. changed flights, 3. evidence of a charge for the changing of booking, 4. train tickets from Amsterdam to my sister place, 5. train tickets from Amsterdam to Hanover.

I am sending this mail to AeroMexico as well as to KLM as you are both a skyteam. Please don’t refer to each other by giving us a response.

If you have further questions regarding this catastrophe, please email me [protected]@me.com

Best regards
Justyna Aniceta Turkowska & Haydar Sari

They charge me my luggage coming back to Chicago From what Guadalajara
aeromexico ladies from Guadalajara were saying that I didn't purchased a luggage and they said you needed to pay for your luggage

All my luggage where included in my ticket flight

They where say no and no. So my husband pay it
And customer service said do a claim on the website

On 04/10/17 I, Roxana Ruizcaro bought a emergency flight ticket from my mother Blanca Chavez to flight from Houston to Lima ticket # [protected] confirmation FNWMSH. I have been under a lot of stress due a close relative being agonizing in intensive care unit back at our home country. I make an involuntary mistake in booking a flight ticket for my mother as I missed to put her full name as showed in her passport. At the airport terminal we were asked to pay 150 dollars to correct that mistake.We were already under a lot of financial distress due the unsuspected trip. We kindly asked if they could sell as a ticket by the some price that we pay at cheap tickets (580.00) as they were willing to reimbursed us the money. Any way if they were canceling our trip, they will ended having an empty chair.They refused and said we either pay the 150 dollars or she can't travel or if we want to buy we have to paid close to 800.00 dollars more that we could not afford as we were already struggling in paying the 150.00 dollars s which seems already too much penalty for a simple mistake which could have been easily corrected as I provided all the information regarding time,
The credit card I used my E-mail address information to prove that it was just an mistake.
We are so disappointed with their lack of sympathy, support for other human beings needs especially when we begged for some mercy due the painful experience we were facing mostly knowing that every minute was important to see our love one before she passed away. Honestly, We believe that they need to reimburse us the 150.00 we pay otherwise we will always have the impression that this company makes a business with the pain and suffering of others and they do not have mercy.Your attention to this matter will be appreciated.

March 31st, 2017
Client number: oanxjj
Du the heavy trafic I arrived at aeromexico counter at 1:45 pm for my flight #636 leaving mexico for montréal at 2:59pm. They refused me to board saying that I was too late. I think that there was plenty of time to make me board.
Then I had to buy another ticket that I paid 8338 pesos plus 500 pesos for my suitcase, a fee that was already included in my original ticket. The lady sold me this ticket without asking me my immigration paper, which is mandatory to emit a ticket. Result of this: I was denied again to board on flight #680 leaving mexico at 0:05 april 1st. If I had know that when I bought the second ticket, I would have had 9 hours in front of me to get this paper.
Since I had to wait for the next aeromexico flight which was at 0:05 the next day, I decided to find another flight with united airlines. The person at the counter found me a flight for 269$ with a connexion to washington but ask me to go get my immigration paper first because she could not sell me the ticket without the stamp from the immigration office. He added he did not understand how come the person at aeromexico was able to sell me a ticket without that paper. I am asking aeromexico to reimburse the 2 tickets and fees due to their incompetence in this matter.

Travel from San Francisco to Guadalajara 3/30/2017 notice people complaining about their luggage being opend so decide to take a look my self only to find out alot of my personal items were gone perfume, phone, clothes. Worst airline i have ever taken, never had this issue with any other airline so im never traveling with AeroMexico Airlines again.

I had the misfortune to fly from Mexico City on 31st March 2017.
Two weeks prior to my departure I visited the Aeromexico customer service desk at Mexico City airport to book my seat in the emergency exit, aisle seat, for which I paid extra.

On the day of my flight I discovered when I went to check in that my ticket, which I had double checked with the customer service girl, that this was not the seat I had reserved and paid for. I was also unable to print my boarding pass since the ticket had been issued by my company, based in the UK and it wouldn't allow me to do.

I arrived at the airport 4 hours before departure and was sent to two different desks before told to go to the Sky services. The girl barely looked up from her desk and very rudely, and unnecessarily, said 'You are not first class'. I explained that this was the third Aeromexico desk I had been directed to and with a sigh she started to attend to my ticket. I explained that I had booked and paid for the aisle seat, to the right or left of the plane in the emergency exit row, not the central part of the plane as I had seen on the website. This was totally ignored, still no eye contact only to tell me my luggage was 1 kg overweight and I would have to take something out of my case. I told her I preferred to pay and again without a smile or any indication I was a customer, she waved her hand vaguely across the way.
My excess baggage paid for, receipt in hand, I returned to her desk. Her manner and demeanor was as if I had crawle4d out of the sewer. I was beginning to lose my patience and asked again about the seat I'd booked. She just shook her head, told me the flight was full and only when I persisted did she say I had a window seat. I knew this not to be true since I had looked at the configuration of the cabin the previous evening so I chose to ignore the remark. I did however tell her that I thought her attitude was appalling.

At the appointed time I went to the correct gate, not the one on my boarding pass, and queued up in row 5, as printed on my ticket. I was the first in that line and soon joined by at least 25 other people, the number 5 quite clear to us.

We waited patiently for the passengers to board from the other rows, standing in line for a good 45 minutes . Just as row 4 were boarding a very unpleasant male member of the Aeromexico staff came looming up to me.
'What do you think you are doing?' He rudely said.
Somewhat taken aback, as I thought it quite clear and he had been well aware for the last 45 minutes that nearly 30 people were standing in this line, I pointed at my boarding pass, and then the number 5, and said waiting to board.
'This is row 5!' he shouted. 'It's quite clear' all the while pointing at row 4.
I have photos to prove it. 'Get to the back of the queue!'
When I dared to argue he turned really nasty then, saying amongst other things, 'anyone can count to 5'. Another passenger came to my defence, pointing out that I was quite right, and that's when things went badly wrong.

I wanted proof that we were doing what we were supposed to and even if we had made a mistake there is absolutely no excuse to speak to people the way he spoke to me. I decided not only to take a photo of the queue number but also one of him as I wished to make a formal complaint. Then he really lost it.

Screaming at me that I would NOT be boarding the plane, I would NOT be flying with them, I was breaching security and he was going to call for security, which he did. I had no idea that it was a breach of security to take a photo of a rude, aggressive bully who I wished to be brought to task so when he started yelling and the female security guard appeared I pleaded to be let on and offered to delete all pictures. I have a witness to this effect.

On the plane I discovered my seat was not in the emergency exit that I had paid for. Without any anger I tried to explain to a member of the crew, who told me to wait, which I did for some minutes. Eventually I was shown to a really uncomfortable seat that I certainly wouldn't have bothered booking and paying for but I sat down, glad to be finally going home.

But that was not the end of the story. Oh no. All around me people were on their phones since we were not ready for take off. Like everybody around me I wanted to message my husband, just to say I was on time. The male cabin crew member came up, furious and loomed over me.
'What do you think you are doing now? Causing more trouble? We want you off the plane. The captain wants you off his plane'. I was astonished and in over 40 years of flying I have never ever witnessed such aggression and rudeness. Exhausted and really not wishing to jepordise my flight home I meekly offered to show him the message I was sending to my husband. He brushed this aside and continued to rant about wanting me off the plane, how I was a threat to security and how the pilot was 'in a tizzy' because of me and didn't want me on his plane. I stayed absolutely silent the entire flight, so relieved to be touching down in Heathrow, London.

I'm expecting compensation for the payment I made for the emergency exit seat which I didn't get and I expect a full and proper apology for the way I was treated.
As I said, I have photos and witnesses to prove it.

March 28th, 2017

Dear Sir/Madam,

I am writing this letter in Costa Rica as, through no fault of our own, we have been left here stranded and angry. After our wonderful two week holiday here in Costa Rica, we expected to get on a plane back home to Vancouver, Canada, however, as we were boarding our plane, the Air Mexico agents/staff told us our boarding passes were invalid and we would not be able to fly. We were in shock and followed the advice of Air Mexico staff to call our Travel Agent to see what they could do. This began five nightmare hours at San Jose airport, trying to find out the cause and a way to get home to family, friends, school and our jobs.

But let me start from the beginning…

Our family of four had been dreaming of a trip to Costa Rica for years and when we were finally able to achieve our dream we made our first stop at the Flight Centre in Langley to try to book plane tickets. Our travel agent, Shay Fraser, booked us tickets through Alaska Air, returning on Air Mexico for March 10th to March 24th. When we realized there would be a 12 hr layover in LA overnight with two children we asked Shay to change our ticket to make the layover shorter (down to an 8 hr layover). We paid the change in schedule fee and it appeared that all was set. I must add that Shay was new to her job and did not appear to effectively manage the computer system or her job very well, as we had multiple concerns with her lack of communication and ability to organize everything. We undertook to chase up details for ourselves and visited another travel agent at the Flight Centre named Jas Grewal. Jas was helpful and definitely appeared to be able to sort out some things for us. When she looked at the details of our flights on the computer, Jas stated, ‘they appear to be in a mess’. (I have kept e-mails to show that the service provided by Shay was very poor). We don't know if this was where the problem with the ticket originated, but we were told later that there appeared to be new ticket numbers issued.

We had an uneventful flight down on March 10th, and we were able to enjoy two weeks in Costa Rica. On March 23rd, about 23 hrs prior to our flight, I attempted to check in on-line through the Air Mexico website but encountered a problem so proceeded to phone Air Mexico to see if we could check in over the phone. The Representative told me that he was unable to help us but that we could check in at the airport and everything should work out fine. We decided to also phone Alaska Air who told us that we could check in at the airport. We arrived just over three hours ahead of our flight, checked in, got our boarding passes and checked our luggage. The Agent reviewed our details with us, including gate number and boarding time. We passed through Security and waited for our plane. At about 12:15 we stood in line to board for our 12:37 flight (AM691) to Mexico City, and onwards to Vancouver on flight AM694. When the agent took our boarding passes she looked worried and asked us to step aside. It appeared that four other passengers also had boarding passes for the same seats. We were told by the staff at the gate that our tickets were invalid and we wouldn't be able to get on the plane. We were shocked as we had gone through every appropriate step and not one staff member had told us that the tickets were invalid. We wondered if this had been noticed at check in that perhaps the problem might have been solved three hours prior, not minutes before the plane was to take off?!

At 12:20, we were escorted by an Air Mexico staff member, Gina Diaz, through Immigration and to the baggage collection area to collect our luggage which had been taken off the airplane. She stated that we would need to go back to check in to see if the problem could be solved. 40 minutes later we arrived back at the Air Mexico check in desk to be told that their records showed our tickets were invalid and that we would have to contact our travel agent. At that point (13:30 hrs) we contacted our travel agency in Canada and spoke to Jas Grewal. She stated she would contact the airlines and see what could be done. Jas called us at 14:05 hrs to state she was still trying to deal with the Airlines and asked that we phone our Insurance company (Manulife) through which we had full travel, cancellation and interruption insurance. At 14:10, I called our Insurance company and spoke to ‘Lizzy’ who told me that Insurance wouldn't cover us under these circumstances. At 14:30 hrs, I called Jas, the travel agent to make her aware that Insurance wouldn't cover us and she stated that she was still talking to Alaska Air to find a solution. We waited for one and a half hours and finally Jas called us to say that the fault was with Air Mexico and could we go to the Air Mexico office to request that they find a solution. I tried to find the office and asked several people at the airport but none were able to help. I asked where the Alaska Air office was and knocked on their door. When I explained our situation, the staff told me it was the fault of Air Mexico and one of the staff members, ‘Naomi’, took me down to the Air Mexico office. Naomi explained our situation to the Air Mexico staff in Spanish and I broke down in tears. At this point, we had been trying to find out what to do for hours, we had been at the airport for six hours and everyone seemed to be blaming others for this problem. The only good thing that happened at that moment was that Naomi, the Alaska Air staff member, could see that it was a terrible situation and that Air Mexico weren't going to do anything for us, so she took pity on us and said she would see what she could do. She called Alaska Air Reservations and they found us tickets for the following day but there were only two available seats so I would have to leave two family members in Costa Rica. Obviously I said we wouldn't be able to do this as I wasn't prepared to leave any of my family, especially my children! So, the only other option was a flight leaving on March 29th at 16:10 hrs. As it was obvious that we wouldn't get any other options, we gratefully accepted the seats (and hope that we will be able to board this flight tomorrow!

Tired and frustrated, and while all the airline staff were going home, we realized that we would have to arrange accommodation on our own. We attempted to return to the hotel we had stayed in the previous night but they didn't have any available rooms. They suggested another and we were able to secure a room for 15% off. I am highlighting this as we are entitled to coverage for accommodation, food, transportation, and for loss of wages (details of which I am happy to provide in receipts, etc). I repeat, none of this was in any way our fault and someone needs to compensate us! We feel we went above and beyond to ensure we would get on the flight home, a flight we paid for in full, and we were left to fend for ourselves with no one taking responsibility for their mistakes. After such a stressful and frustrating experience, we are fully prepared to go to whatever measures we need to to be adequately compensated. We are sending this letter to all parties and expect that those involved in causing this serious mistake will take responsibility and provide compensation.

Yours sincerely,

Tamira Burton

To whom it may concern

Name: Guess: Richard Lee & Maria Arpino
File number EUAFNZ
AERO MEXICO
RETURN DATE 17 March 2017
Oaxaca/Mexico City /Montreal
Below find a complain email for my client 

Can you please look into this complaint regarding the return flights from Oaxaca Montreal via Mexico City . I cannot believe that they had so many trouble to GET a TOURIST CARD BACK HOME. I along with my customers are really disappointed that they spent so much Money to flight BACK for no reason which you could of help them . Can you please look into this situation and have Melia compensate them. Very disappointed...Awaiting for your response.
Pina( [protected]
Voyages Taormina Optima

Montreal, March 24, 2017

Dear Madam, Sir,

We are writing to complain about the terrible experience we had flying back home on March 17, 2017, on flights: AM 2049, departure at 12:05pm for Mexico City, and on AM 636 departure at 14:45 pm for Montreal (YUL).
There were three major problems on this return flight:
1- Your flight departure from Oaxaca to Mexico City was over half hour late.
2- No one told us of the importance of the visitor’s permit, but we were assured they could easily be replaced in Mexico City
3- There was a total lack of co-operation, co-ordination and professionalism from the Aeromexico personnel in Mexico City

I can compare our return flight from Mexico City to experiencing the 7th. circle of hell. I am not exaggerating and it started like this. The plane from Oaxaca was late, leaving us less than 45 minutes to get our visitors’ replacement permits. We understand that we are responsible for our permits. However, it would have been a professional courtesy had anyone bothered to warn us of its importance. Nevertheless, had not our plane been late, there would have been plenty of time to replace the permits, preventing further disasters. We feel that Aeromexico must share its responsibility in this matter.

When we arrived to Mexico City Airport, it took a while to find the visitor’s permit office, as we were first sent to the wrong place. At the office, we were told that the cost for re-issuing the permits would be M$1, 000. We were told to go to a bank, pay the fee and then return with the receipts to the permit office. The bank was across the airport and on the next floor below. Their ATM machines were not working and so we asked if we could pay with US $, since this was the only cash that we had left. We were sent to another bank across the aisle and were assured that they would accept our US $. This bank categorically refused to accept our US $ and sent us back to the original bank, whose people pretended surprise at this refusal. We were then sent to a money exchange office which finally converted US $ to Pesos.
We hurried back, deposited the money in the bank and obtained our receipts, but not before waiting in line with others who were in the same predicament as we were. All travelers without a visitor’s permit were given this needless hellish run around. Why the permit’s office has no debit card machines or ATMs in their office is a mystery. After all there is no money exchanging hands, only paper transactions. Someone should step into the 21st century before we reach the 22nd! Need I mention that we were made to go through another two security and baggage checks again? So far, we went through three security checks. Finally, we made it back to the permit office. We were rushed through the signing and reception of our visitor’s permits.

The rest of the day was made even more miserable. Our nightmare had just begun.
When we finally got to our departure gate, we were two minutes late. The gate attendant contacted the airplane and was told that the plane would not be let us board. Our luggage had been discharged from the plane and all we could do was retrieve our bags.
Again, we were not the only ones being put through this. We went through security checks again, once out and again back in and that makes five security checks.
Our next task was to try to find a way home.

Even though the supervisor told us that we could get rebates on our tickets, your Aeromexico attendants informed us that our tickets were worthless. We were going to be charged an extra US $200 each for changing our tickets and the only available flight to Montreal was two days later, on Sunday at midnight. Talk about adding insult to injury! The price of this flight was US $2, 000, plus the changing fee. This was a lot more than the full price of the original ticket. Why should we be charged for the ticket change? After all, they were simply issuing two new tickets and for all we knew, our original tickets had been sold to someone else. We found it strange how we and our luggage were so rapidly dumped in bureaucratic hell? In Oaxaca, on our boarding pass, the attendant had noted that we needed to get a visitor’s permit. We began to have doubts, was this a fix, a scam?

It was impossible to deal with your employees. We dealt with two attendants, a man and a woman, but by far the man was the worst of all the people we had to deal with. They both refused to give us the promised ticket rebate or to waive the US $ 200 each changing fee, or to find any alternatives. These employees were totally uncooperative, uncaring and took absolutely no initiatives to help us out of this stressful situation. We’ve had better and more caring service from machines. We asked these people to verify whether other airlines were flying into Montreal, earlier than the following Sunday. Of course, we understood that a direct flight was not possible, but we were sure there must be other connecting flights. We were told that a flight was available for US $860 each, plus the US $200 each charge for changing tickets.
Strange how now, the only money that was acceptable was US $.
Even at that, your attendant told us that he could not confirm this flight because Aeromexico is not in the business of selling tickets for other airlines. Aren’t Aeromexico and Delta partners?
By now, I started having panic and anxiety attacks and my heart rate was jumping wildly. I was shaking, my blood pressure was dangerously high and I had difficulty controlling tears. Yet,
no one was willing to help; we were sent throughout the airport to people and departments whose only intention was to pass the problem on to someone else.
Is this how Aeromexico usually conducts business?

For a while, we were hoping for a possible ticket cancellation. Eventually, we accepted the fact that both your employees were not even remotely interested in helping us get home. They were only interested in selling us a ticket at their own convenience and at extravagant prices. So, we decided to check for tickets availability on the Internet, starting with Delta airlines.
We immediately found a flight at 7:00 AM, March 18th to New York City, followed by a Delta flight arriving at Montreal at 6:17 PM. The flights were confirmed (XW6XJK) and the cost CND $1, 048 for both tickets. That is a far cry from the prices quoted by your employees. We booked the flight and got our boarding cards within a half hour. Incredibly, this was the exact same flight that your employees said they could not confirm because it was with a different company. They were the exactly same tickets that they were going to charge US $ 860 each, plus the extra US $ 200 each. But before doing that, they were going to make us sick, miserable and half-crazed with worry and lack of sleep. We flew home after being charged a $ 25 for each checked luggage. You’ll never imagine how happy we were to finally leave. We passed another security check which made it six times. By the way, the flight to NYC was far from full. We don’t understand why your Aeromexico’s staff behaved in this way. Were they doing this on purpose? To what or to whose advantage? Do your employees create such a nightmarish experience for all stranded passengers? Do they get a percentage or skim money off on the tickets they sell at outrageous prices? We needed help, but all they did was create barriers. In the end, we passed through eight security checks, the other ones being in NYC and then Montreal. Does all I have written about sound normal to you? I assure you it is all true and it is all recorded in my diary.

We firmly believe that Aeromexico must accept its share of responsibility. After all, had the plane not been late and had your employees been more cooperative, humane and professional, the experience would not have been so horrible; at best, it would only have been an unpleasant inconvenience. It did not have to become a trip to hell and back!

There are many beautiful places in the world who appreciate the positive impact that tourists bring to their economy. There are also other airlines who treat their customers more like human beings. We felt as cattle being milked out of their money, but since we refused, we could be left stranded in airports, without a shadow of respect and a modicum of caring.
This nightmare managed to erase our beautiful experience of Oaxaca, of its people and its culture and it ruined our goodwill towards Mexico.
We had not only come for a vacation, but also to coordinate a volunteer program with our NGO and a school in the province of Oaxaca. After this horrible experience, I wonder why we should. There are so many other people in the world who need our help.

I regret the length of this letter, but even after time has passed, the bad feelings from such an awful experience remain.
We thank you, in advance, for taking the time to read this letter and to correct this situation,

Richard Lee and Maria Arpino

Montreal, march 24, 2017

Dear madam, sir,

We are writing to complain about the terrible experience we had flying back home on march 17, 2017, on flights: am 2049, departure at 12:05pm for mexico city, and on am 636 departure at 14:45 pm for montreal (Yul).
There were three major problems on this return flight:
1- your flight departure from oaxaca to mexico city was over half hour late.
2- no one told us of the importance of the visitor’s permit, but we were assured they could easily be replaced in mexico city
3- there was a total lack of co-operation, co-ordination and professionalism from the aeromexico personnel in mexico city

I can compare our return flight from mexico city to experiencing the 7th. Circle of hell. I am not exaggerating and it started like this. The plane from oaxaca was late, leaving us less than 45 minutes to get our visitors’ replacement permits. We understand that we are responsible for our permits. However, it would have been a professional courtesy had anyone bothered to warn us of its importance. Nevertheless, had not our plane been late, there would have been plenty of time to replace the permits, preventing further disasters. We feel that aeromexico must share its responsibility in this matter.

When we arrived to mexico city airport, it took a while to find the visitor’s permit office, as we were first sent to the wrong place. At the office, we were told that the cost for re-issuing the permits would be m$1, 000. We were told to go to a bank, pay the fee and then return with the receipts to the permit office. The bank was across the airport and on the next floor below. Their atm machines were not working and so we asked if we could pay with us $, since this was the only cash that we had left. We were sent to another bank across the aisle and were assured that they would accept our us $. This bank categorically refused to accept our us $ and sent us back to the original bank, whose people pretended surprise at this refusal. We were then sent to a money exchange office which finally converted us $ to pesos.
We hurried back, deposited the money in the bank and obtained our receipts, but not before waiting in line with others who were in the same predicament as we were. All travelers without a visitor’s permit were given this needless hellish run around. Why the permit’s office has no debit card machines or atms in their office is a mystery. After all there is no money exchanging hands, only paper transactions. Someone should step into the 21st century before we reach the 22nd! Need I mention that we were made to go through another two security and baggage checks again? So far, we went through three security checks. Finally, we made it back to the permit office. We were rushed through the signing and reception of our visitor’s permits.

The rest of the day was made even more miserable. Our nightmare had just begun.
When we finally got to our departure gate, we were two minutes late. The gate attendant contacted the airplane and was told that the plane would not be let us board. Our luggage had been discharged from the plane and all we could do was retrieve our bags.
Again, we were not the only ones being put through this. We went through security checks again, once out and again back in and that makes five security checks.
Our next task was to try to find a way home.

Even though the supervisor told us that we could get rebates on our tickets, your aeromexico attendants informed us that our tickets were worthless. We were going to be charged an extra us $200 each for changing our tickets and the only available flight to montreal was two days later, on sunday at midnight. Talk about adding insult to injury! The price of this flight was us $2, 000, plus the changing fee. This was a lot more than the full price of the original ticket. Why should we be charged for the ticket change? After all, they were simply issuing two new tickets and for all we knew, our original tickets had been sold to someone else. We found it strange how we and our luggage were so rapidly dumped in bureaucratic hell? In oaxaca, on our boarding pass, the attendant had noted that we needed to get a visitor’s permit. We began to have doubts, was this a fix, a scam?

It was impossible to deal with your employees. We dealt with two attendants, a man and a woman, but by far the man was the worst of all the people we had to deal with. They both refused to give us the promised ticket rebate or to waive the us $ 200 each changing fee, or to find any alternatives. These employees were totally uncooperative, uncaring and took absolutely no initiatives to help us out of this stressful situation. We’ve had better and more caring service from machines. We asked these people to verify whether other airlines were flying into montreal, earlier than the following sunday. Of course, we understood that a direct flight was not possible, but we were sure there must be other connecting flights. We were told that a flight was available for us $860 each, plus the us $200 each charge for changing tickets.
Strange how now, the only money that was acceptable was us $.
Even at that, your attendant told us that he could not confirm this flight because aeromexico is not in the business of selling tickets for other airlines. Aren’t aeromexico and delta partners?
By now, I started having panic and anxiety attacks and my heart rate was jumping wildly. I was shaking, my blood pressure was dangerously high and I had difficulty controlling tears. Yet,
No one was willing to help; we were sent throughout the airport to people and departments whose only intention was to pass the problem on to someone else.
Is this how aeromexico usually conducts business?

For a while, we were hoping for a possible ticket cancellation. Eventually, we accepted the fact that both your employees were not even remotely interested in helping us get home. They were only interested in selling us a ticket at their own convenience and at extravagant prices. So, we decided to check for tickets availability on the internet, starting with delta airlines.
We immediately found a flight at 7:00 am, march 18th to new york city, followed by a delta flight arriving at montreal at 6:17 pm. The flights were confirmed (Xw6xjk) and the cost cnd $1, 048 for both tickets. That is a far cry from the prices quoted by your employees. We booked the flight and got our boarding cards within a half hour. Incredibly, this was the exact same flight that your employees said they could not confirm because it was with a different company. They were the exactly same tickets that they were going to charge us $ 860 each, plus the extra us $ 200 each. But before doing that, they were going to make us sick, miserable and half-crazed with worry and lack of sleep. We flew home after being charged a $ 25 for each checked luggage. You’ll never imagine how happy we were to finally leave. We passed another security check which made it six times. By the way, the flight to nyc was far from full. We don’t understand why your aeromexico’s staff behaved in this way. Were they doing this on purpose? To what or to whose advantage? Do your employees create such a nightmarish experience for all stranded passengers? Do they get a percentage or skim money off on the tickets they sell at outrageous prices? We needed help, but all they did was create barriers.in the end, we passed through eight security checks, the other ones being in nyc and then montreal. Does all I have written about sound normal to you? I assure you it is all true and it is all recorded in my diary.

We firmly believe that aeromexico must accept its share of responsibility. After all, had the plane not been late and had your employees been more cooperative, humane and professional, the experience would not have been so horrible; at best, it would only have been an unpleasant inconvenience. It did not have to become a trip to hell and back!

There are many beautiful places in the world who appreciate the positive impact that tourists bring to their economy. There are also other airlines who treat their customers more like human beings. We felt as cattle being milked out of their money, but since we refused, we could be left stranded in airports, without a shadow of respect and a modicum of caring.
This nightmare managed to erase our beautiful experience of oaxaca, of its people and its culture and it ruined our goodwill towards mexico.
We had not only come for a vacation, but also to coordinate a volunteer program with our ngo and a school in the province of oaxaca. After this horrible experience, I wonder why we should. There are so many other people in the world who need our help.

I regret the length of this letter, but even after time has passed, the bad feelings from such an awful experience remain.
We thank you, in advance, for taking the time to read this letter and to correct this situation,

Richard lee and maria arpino

When I got back home from Cancun after flying with Aeromexico I noticed that my 3 GOLD watches (worth $600 all together) were missing from my makeup bag! All my clothes inside were mixed around and all my makeup was spread around in my luggage. Worst service ever and probably will never fly Aeromexico again! Not even Volaris has ever stolen something from me or my family/friends!

3.24.2017
Flight AM 662

My checked bag from Guadalajara to San Francisco was surveyed, and what a mess was left of my packed belongings! My bag is always checked, so this was no surprise. The issue was the condition in which it was left, as well as missing property. Specifically, I had a compartment bag where I store my jewelry and many necklaces so they do not tangle. Upon arrival to San Francisco, I opened my bag to check if there had been any issues. The bag was hastily shoved in my suitcase, and there were tangles of my necklaces and jewelry strewn all over the contents of my baggage. Also, I had $40 cash in the compartment which is nowhere to be found, and was clearly stolen when my bag was searched. This is outrageously unacceptable behavior for government employees.

Aeromexico/AICM the worst companies ever!

Mom and my best friend, Charlie just visited me from El Salvador for a couple of days, and we decided to use Aeromexico for returning home. I contacted the Mexican Embassy here in the Dominican Republic to make sure they did not need a Transit Visa or something similar, they said a Transit Visa was not required since they were just changing from one plane to the other. I also contacted the airline directly as well as the AICM, they broth informed me they did not need any special documentation. Charlie went back around two weeks before mom; his experience was ok when traveling from SDQ to AICM. He got there around 8 hours before his departure time for his flight to El Salvador. After leaving the plain, the security guards from the airport took him into a bus for Customs. An immigration official started to ask him some questions and treat him in a rude manner. They took him to a nasty room and ask him to wait there with no explanation. Knowing his flight to El Salvador was schedule to depart at 4 pm, he starting to ask them for an explanation so that he can leave that room and go to find his gate. Again, with such a rude and unprofessional manner, was treated awfully given no explanation of what was going on. There were a lot of people in the same situation waiting on the same room. After around 5 hours someone told him he needed to wait for the Security Supervisor to pick him up and take him to the gate, who never showed up until around 6:00 pm when his flight was already taken off. A lady from the airline came to talk to him, AFTER 8 HOURS THAT HE HAD BEEN WAITING ON THAT NASTY ROOM, and told him that “because the Security Supervisor has forgotten to pick him up, his flight had taken off without him”, she explained that he needed to either buy a new plane ticket or wait until the next day so that the airline could accommodate him in a new flight. He had to sleep on that security room with no food and being treated as a criminal! The next day, they took him to his plane and he arrived to El Salvador, finding out that the airline left his luggage in Mexico. He waited around 3 days to get his luggage back, and when he checked it, almost half of everything that he brought from the Dominican Republic was stolen!
Since I already knew what happened with my best friend, I tried to contact everyone possible to make sure it did not happen to my mom, who is a 55 years old lady who suffers from High Pressure. But, guess what? It happened exactly the same to her and the explanation that was given to me and my wife was literally the same they used to explain what happened with my best friend.
This type of inconvenience ruins the experience of any tourist that come to our country, and I strongly believe it has to be with corruption at the airport in Mexico City; not only from the airport personnel, but also from the airline.
I am requesting the total refund of the amounts paid for both flights, not only because Aeromexico did not provided us with the promised service, but also because of the emotional, mental and physical damage they caused to my mom and best friend.

Airline: Aeromexico
Traveler Name: Marta Alicia Carpio de lopez
Flight: 8274
Aircraft: 319
E-Ticket Number: [protected]
Airline Confirmation: PQSTYZ
Departure: Wed, Mar 15, 2017. MEX - 04:40 pm
*********************************************************
Airline: Aeromexico
Traveler Name: Carlos Leonardo Menjivar navarro
Flight: 8274
Aircraft: 319
E-Ticket Number: [protected]
Airline Confirmation: WQKPKA
Departure: Wed, Feb 08, 2017. MEX - 04:40 pm

We purchased two tickets for march of 2016 due to prenancy I was unable to travel. After endless communication with Aeromexico we were grabted vouchers for our tickets. Our vouchers([protected] & [protected]) expire tomorrow March 18th, we have been trying to contact Aeromexico because our daughter is not yet vaccinated and hef doctor asked that we wait a couple mote months to travel until she is properñy vaccinated to travel to Guatemala. We have not gotten any reply from anyone and I have called the customer service number and they have repeatedly told me I have to contact Aeromexico via email. I have tried the chat and it's conviniently never working. We paid over $1000 for our tickets and the least we can get is some customer service... we would love it if someone would contact us via phone or email. We really need a three month extension our vouchers so that we can travel with our infant.

What Happened
We were in transit from Mexico City to Cuba - we had flown in from San Francisco on 26/12/2016 arrived at 5.40am and had a connecting flight to Havana at 6:40pm with Aero Mexico - we approached their Customer Service Desk around 10-11am to obtain a Cuban Visitor Card which we were advised we purchased with them. To my horror they advised me our flights were only listed as a reservation and they could not get us on the flight. The nightmare that then followed as they told us we could not get on a flight with them until 30th of Jan and we then ran furiously around an extremely large airport to ask other airlines. Due to the festive season it was all the same story no one could get us on a number of different airlines for 5-7 days - we then came back to Aero Mexico and the Customer Service Rep spent some time and advised us the only way we could get there was to go with Avianca Air via Bogota (Colombia) we would have to stay in transit for 12 hours and then onto Havana (Cuba) - then return to Mexico City which departed on 27/12/16 and returned on 08/01/2016 (our original return date) we were then told the only ticket available was business - we had already prepaid a hotel in Havana and we were then facing losing costs there as that was booked from 26/12/16. We felt like we had no choice after making a very lengthy trip from Syd-Auck-SFO-Mexico City how could we not proceed. Please note our flights were booked with Aero Mexico back in early October - they lifted the ban to travel directly from some parts of the US directly to Cuba in late October - this is why we had a much longer leg of travel. The flights we had to take were very expensive $3142.43 Aus Dollars. I said to Aero Mexico I paid the initial fare of $1565 for the return flights from Mexico City to Havana back in October I put my account details in and the payment was confirmed - the issue was we encountered a very difficult language barrier and there was not one staff member at Aero Mexico that could speak English and we don't speak Spanish. He was pointing to the computer and said 'we keep money for 7 days pending and then it goes back' I was very distressed and tried to log onto my banking and unfortunately the wifi in Mexico City Airport is very poor and it was constantly no connection. I showed him my print out and said look I even selected our seats and that part says confirmed - again communication was a real issue. As we could not get on a flight until 27/12/16 via Bogota we then had to find accommodation close to the airport as we were unprepared for staying over and did not have a level of comfort in going away from the airport district as we had to come back the next morning to check in for flight to Bogota. One thing that did not sit right with me was when Aero Mexico looked into putting us on a return flight from Havana to Mexico City on 08/01/17 they said 'yes your 2 seats are reserved here for you - immediately I said - 'doesn't that tell you something has gone wrong from your end' again not really any acknowledgement from them - I did speak with other people during our travels and they said Aero Mexico unfortunately have a bit of a reputation for scenarios like this. The other concern I had was I said can we get an economy seat to Bogota-Havana and they said no only business available - to be honest that is something you have no control over - due to this unexpected expense it has put a financial strain on us and we would greatly appreciate your understanding of such a dire situation for us. I truly believe they had overbooked the flights to Cuba and did not have enough seats.
There are hundreds of complaints for this airline via Google for unethical behaviour.
When
26 Dec 2016, 11:00 AM
Where
Mexico

We arrived in Mexico City via Aeromexico Thursday morning on March 2, 2017. We spoke to a woman at the ticket counter and she said our flight landed at 5:21 AM. Although we may have touched down at that time we did not reach our gate for an additional ten minutes on the runway. After deboarding the plane by 5:40AM, waiting through customs and baggage transfer, and continuing through security, we arrived at our connecting gate at 7AM, ten minutes prior to our flight time. The connecting flight was scheduled for 7:10AM. Flight number 0140. We were told upon arrival that our plane had LEFT EARLY and we had to reschedule.

When trying to reschedule, we were charged 862 USD for penalties, rebooking, and fees. When we asked to speak to a supervisor, the woman at the ticket counter refused to call one and said that a manager wouldn't tell us anything that she hadn't told us already.

When we questioned missing our flight because we were not given enough time to get through customs, she said the airline policy is to give 1 hour and 45 minutes to make a connecting flight. Arriving at 5:21AM would mean we'd have until 7:06AM to get there. When we arrived at 7 we were told our plane was already gone.

We understand the need to be to the gate early, but we were absolutely not given enough time between flights to do so, and according to this company's own employee, we were not given the 1hr and 45 minutes we should have had to make it to our connecting flight. We should not have had to pay over 800 dollars to move to the next flight when this was clearly an airline issue. Between the late arrival because of time on the runway, and the connecting flight leaving before the scheduled time, we are extremely disappointed with the service we received last week, and would like to know what we can do about reimbursement.

We used Aeromexico four times within the last week and otherwise enjoyed our flights. (All of which, we noticed, continued boarding passengers into the last 10 minutes before the flight time.) We'd love to continue traveling via this airline but absolutely need to have this issue resolved prior to considering any further travel with or reccommendations of Aeromexico.

My original flight was 0665 from San Francisco, CA at 11:01 PM on March 1st, 2017.

Our connecting flight was 0140 from Mexico City to Puerto Vallarta at 7:10AM on March 2nd, 2017.

***I sent the above email to customer relations with no response. After sending it again a week later, they responded basically stating that it's actually a 1 hour and 15 minute window (a 30 minute difference from what the employee in Mexico City stated) given for connecting flights in order to be rebooked without penalties. So since we had 1 hour 39 minutes, while still taking their delay and early departure into consideration, we will not be reimbursed. However...they sincerely apologized for the inconvenience. Which means nothing to my credit card bill. The lack of concern and lack of effort to correct their own issues started that day in Mexico City and continued until today. I will not be flying with or recommending Aeromexico from this point on.***

On Sunday 03/12/2018 I was on a return flight back from Managua Nicaragua (flight no. 651) to NYC, layover in Mexico City. Upon arrival at the check-in counter the Aeromexico representative stated my carry on bag was passed the limit and she asked me to check it. The bag only surpassed the 10 kg requirement by .6 kg. She insisted it needs to be checked. I retried the bag in Mexico City and upon embarking on flight 400 to NYC again I was pushed to check the bag. I arrived home last night and when I opened my luggage half of my items were missing. This was completely shocking and upsetting. Amongst the items missing I had brand new items I purchased for my friend's wedding, including very expensive Gianvito Rossi shoes bought at Saks Fifth Avenue. The bag was missing: 2 dresses, one white and one light lavender with a lace, both valued at $600 each, one pair of Gisnto Tossi at Ralph sandals bought the previous week $887.0, one pair of AquaZurra fringe sandals at $817, one bag with makeup and skin care from different lines such as Natura Bisse, Le Metier de Beaute, Chanel, La Prairie. Etc, two blouses one red with flowers and one colorful Iro shirt, a pair of Alice and Olivia white flower cut offs shorts, and two bags of coffee bought in Nicaragua.
I am so upset with this situation and I would like to have an immediate resolution and estimated compensation for this. I have never experienced such a problem with any other airline.
Please contact me back at 917.747.8411 at your earliest convenience. This is a very urgent matter.

Thank you in advance!

Mihaela Bronson

I was having difficulty with the internet called aeromexico for help. The person helped me buy 7 tickets. He never said that I was going to be charged. When I got my statement I notices 7 times charges of $15 and 7 times charges of $16 . The $15 charges were for assisting me with the purchase and the $16 were for insurance that I never requested . I contacted the Aeromexico phone number and they recommended me to emai customer relations. I did on 3/8 and was provided a case # 1113050. Since that time no one has contact me at all. I'm very disappointed with the customer service. This is my first time flying with Aeromexico and my last time.

Flight date: March 7, 2017
Club Premier # [protected]
Flight #2600 Mexico City to Durango
Paid for Business class seat for Mary Ann West (ticket # [protected] 5) and Gerald Ronnie West (ticket # [protected] 6), but plane only had Main Cabin, no Business Class Cabin.
Requesting refund for difference in price of the two tickets.
[protected]@yahoo.com
home phone in Durango, Mexico: 455 17 04