Aeromexico
Reviews and Complaints

My name is Kelli Parks. I booked tickets for me and my husband Dwight Parks to travel to Cancun, Mexico on 8/22/21. We applied to renew our passports on 6/1/2021. We had no ideal we would not have our passports in time for the trip. I sent the applications through US postal service certified and thought that would be more than enough time to have received the passports in time for the trip. We called to find out the status of our passports and was told they are being processed. Even to have them expedited we would have to travel for an appt. 1300 away to a passport office. I was told by customer service rep at Aeromexico that the airline tickets I purchased is the basic and no changes can be made. Please we are not wanting a refund, but only to change the date because we haven't received the passports. The recent storm is also a factor for tourist who traveling to Cancun, Mexico this weekend. It should be some exceptions that can be made to help people with issues such as me and my husband has for delayed passports. To lose almost a $1000 dollars with no remorse from the company because we bought the basic plan is not good policy. If we had known that we would not have our passports in time for the trip, I would never have booked tickets or hotel reservations. Please we are asking can you make an exception to help us not lose our money we paid for the tickets. Thank you The reference number is QVZTUM. Email address [protected]@yahoo.com

On July 27 I brought my family to the San Isidro/Tijuana CBX bridge to board a flight from Tijuana to San Luis Potosi with a stop in Mexico City
(flight No. AM 187) which should depart at 10.46pm we go to the chick in counter by 8.45pm to check in two bags and obtain three boarding passes which took approximately 15 mins.
My family crossed the bridge and get to the actual airport by 9.30pm when they are placing the bags on the band to proceed to the barding gate the person there wont let the in telling them they are already too late they grab my family's boarding passes and cancel them and ask my family they have to purchase a new flight ticket which cost us $1226.23 USD
we were there with plenty of time but employees are chat chatting with one another and take forever to process things making the customer show up late to the gate.
If that was the case my family being late I can understand placing them on the next flight or may be even buy a new ticket for the same fare we had already paid but not buy a new ticket for a regular price.
This was very rude and unfair making us spend extra money which we don't have.
Attached are copies of the original boarding passed and the nee thickets purchased
I expect a full refund for the new tickets purchased or I will be forced to file a law suit for customer abuse.
Any attention to this matter will be greatly appreciated.
For any further information please contact me at,
[protected] cell or
[protected]@yahoo.com

Sincerely
Amaury Montalvo (Family household Husband and father)

A tour to Lima-Peru Machu Picchu was booked through Gate 1 travel agency on Oct 13/19. This trip was canceled due to Covid 19. The booking reservation is QSELVC with a departure from JFK to Lima Peru making a stop over Mexico City on 05/23/20 and a return flight on 06/02/20 from Lima Peru to JFK making the same stop over in Mexico City. The E-ticket [protected] was issue to me when my Citi Mastercard was charged for $898.66.
I was notified by the travel agency Gate 1 when the trip was canceled that they try to contact Aeromexico several times to obtain a refund of $898.66 WITH NO LUCK, letting me know that Aeromexico BLOCKED the access to the site or any communication.
In several occasions I called and talked to some or your line operators as on 06/30/20; with ERIC on 10/14/20 @12:12 PM; with LUIS on 12/16/20 to enquired about the status of my reimbursement, NONE of them offered me a VOUCHER or credit to be used on a later time by that time. What I need from you (Aeromexico) is a FULL REFUND of $898.66
I am calling today (07/27/21) to Aeromexico to try to resolve once and for all this situation, but the line operators ROSALIO, and ALEXIS GUERRERO put me on HOLD for more than an hour to speak to a SUPERVISOR, but with no LUCK, reason why I am sending this email to you.

I am attaching herewith copies of previous letters to Aeromexico Executive team and customer support regarding my unused tickets. The flights chosen back on February 01/2021 from JFK to PVR was not taken due to the Pandemic situation. Aeromexico issued my round trip tickets to return from PVR to JFK on April 17 2021.

Ticked # [protected] ans [protected] for myself and my wife Caren
Points were taken from my Aeromexico clb Premier account

When ever this tickets are unused point are to be returned to my account.

My Club Premier membership is [protected]

My 17 yo daughter lost her passport on the flight after completing the customs form. We immediately notified Aeromexico personnel and were separated from my husband and other travel companions. We were ushered into a detention room where we were told to leave our luggage and all belongings (including purses) in a corner of the room, and sit down and remain quiet. We were not allowed to make phone calls, use a bathroom or allowed food or water. We were held for 10 hours. My husband and friends had no idea what happened to us. I as allowed to make a phone call after 6 hours. My husband told us to call the embassy. We were eventually allowed to call the embassy (after 7 hours). The embassy said we could get my daughter a new passport, but the airline reps told us. She could not leave. I asked if I could go since my passport was in order and was told if I leave I will not be able to come back and see my daughter. The US embassy continued to work on our behalf. After 8.5 hours I was permitted to use a bathroom and after 10 hours they finally let us leave to get a new passport so we could continue our trip to Costa Rica. We were told the Aeromexico will honor our tickets and put us on the next connecting flt., we merely had to explain the situation to a ticketing agent when we got the passport and we're ready. We did as we were told. The ticketing agent told me that our tickets were null and void and we would have to purchase new round trip tix. I explained that that was not what we were told and asked to speak to a supervisor. He said there was no one else I could talk to, and if I didn't want the tix to let the next person in line. I then asked for two one -way tickets to San Juan, Costa Rica, since I already purchased round trip and still had my return tickets for July 27. The agent told me that since we missed our connecting flt to Costa Rica that our return trip home was automatically cancelled and we would have to purchase two sets of round trip tickets. We had no choice. We had saved and planned this trip for three years, and my husband and friends were already there. I had to pay another $1875.00 to get to Costa Rica from Mexico City and to repurchase the exact same tickets I had that this airline cancelled on me in order to get us both home on July 27. To me, this is not customer service at its best. At the very least our tickets home should have been honored. Clearly my daughter was not flying illegally or she would never have been allowed on the plane, nor could she have completed the customs form. I am hoping we can get one set of tickets refunded. I don't understand why our return tix would be canceled, without our permission. Please let me know what you can do to help. $1875 is a lot of money. We saved three years to pay for the tix we had and cannot afford to do so twice! Original confirmation: KQCWQA (mark, lisa, Grace Raatz). New confirmation: CDJSLU

DO NOT USE Aeromexico! We made reservations to Puerta Vallarta Mexico using Aeromexico. Received confirmation of the flight in an email. We reserved a condo to correspond with our flight dates. Several days later we received an email with changes to our flight that would not work with our condo reservations. As a matter of fact, the first flight was scheduled to land 20 minutes after our connecting flight leaves. We tried calling Aeromexico for several hours with many runarounds and hang ups. Finally, a real person attempted to help us. They could not get us any flight to match the original date from our travel plans. They tried a different airport and told us for an additional $1000 dollars we could change our flight to a different city. We then asked for a refund. They said a refund would take 12 months. Very dissatisfied with the way they treated us as customers. Be very wary of using Aeromexico.

First of all we had book through Delta Airlines a few months back and we received an email that our flight had been changed to Aeromexico. We thought no big deal. We get to IAH in Houston Texas for our family flight to Cancun Mexico with a 3 hour layover in Mexico City. We go to check our bags and we were told that we have to pay for baggage (First Strike because we are Delta Sky Miles Members we thought that because Delta switched us that our baggage would still be free... Nope $130 one way) Okay so our frustration level has raised up. Now the only thing that was not Aeromexico's fault was that we had a traveler with us that thought the US Passport Card was good for air travel well it's not and the rude with no compassion agent at check in let us know in more ways than one. We just asked her a simple question and we were told not to waste her time with questions (Strike two and Anger Level just went up a notch) We checked our bags and received our boarding passes all the way through to Cancun. Meanwhile we had to arrange to have our one traveler transportation home. We ran to the gate and the agent that checked us in was at the gate and once again VERY RUDE to our family which we never said a word to her that would make anyone treat a customer like she treated us.

We boarded and arrived in Mexico City. As our family was getting off the flight I wanted to see what gate our connecting flight to Cancun would be and there was no gate number or seat assignments. We never noticed it before we left Houston because of that situation. Well on our tickets they all had STBY... Anger level just went up again. We figured out what gate our flight to Cancun was and went to the gate and I went up to the agent and asked why were we put on standby? He said no clue but we were not going to get on the flight because it was overbooked (New level of anger!) Now we had arranged for pickup in Cancun for 8:30pm and so we have to figure out what flight we will have to get on if any to get to Cancun. Lucky thing Delta had a little customer service desk and they were able to get us on the next flight out which was an hour later and we were able to get a hold of our transportation. We finally arrived in Cancun around 10:00pm. Trip from hell over.

Now this is what I don't understand. I have flown all over the world and have had hundreds of connecting flights and I have never in my over 30 years of flying ever been issued a STANDBY ticket for a connecting flight. I WANT TO KNOW WHY THAT LADY AGENT IN HOUSTON WHO WAS SO RUDE AND DISRESPECTFULL TO MY FAMILY PUT US ON STANDBY AND WHY DID WE HAVE TO PAY FOR OUR LUGGAGE BEING DELTA SKY MILES MEMBERS?

We have already spoke to Delta Airlines and have filed a formal complaint against your airline as a partner with Delta.

I flew from Mexico city to Osaka via Paris.
Leaving on the 23rd of June and arriving on the 25th.

The flight from MEX to Paris CDG was Aeromexico. Flight AM 3
CDG to Osaka KIX was Air France. Flight AF 292

One 50lb bag apparently did not show up on the carousel in Paris.

I don't know wether or not the bag is in Paris or never left Mexico city.

The bag tracking number is KIXAF25892.
It says "still tracing" after over a week of waiting for any updates.

Delta Confirmation Number: HYUUJQ
Aeromexico Confirmation Number: DLORDM

Re: Ron Dallas, Christine Dallas, Brennon Dallas, Brody Dallas

On 2/26/21 I purchased four flights from Lax to Cancun thru Aeromexico and the return flight is thru Delta. I added $29.99 to each ticket to assign my seats. It was extremely important my family to sit together since we have young children. I assigned our seats on both flights.

A few months later I started getting alerts that the flights have changed. The flight is now with Delta. I noticed my family was no longer sitting together as I purchased. I tried to switch the seats using the app, however, it no longer had seats together to accommodate my family. I started calling Delta to only hang up because the wait time was over 4 hours. . I finally called again and waited over 5 hours to speak with someone and then to get transferred. The total time was over 6 hours. The picture below shows the call log from my phone.

This is completely unacceptable! I purchased my flight in advance and paid extra so we can sit together. Since the airlines decided to switch to Delta it scrambled all the seats, including the upgrade I purchased. I tried calling both Delta & Aeromexico and no one can help me.

I filed a complaint with the department of transportation. Aeromexico responded to the claim. Again, no one is listening and/or understanding the problem or they immediately transfer the Delta (or vice versa)

round trip payment was done on June 2020 for cargo space needed for 2 dohs traveling on a kennel. trip was to take effect on February 01 2021. due to the Pandemi and upon recommendation from my doctor trip was cancelled on November 2020 to be re - booked when its safe again. Cardo space for dogs was $800.00 USD for the round trip and duly cancelled on Nvember 2020. I was never informed if not used money would not be refunded.

Aeromexico cancelled my flight and provided vouchers without our consent.
Calling for two straight days, spoke with 9 different operators. They were trying to put me on the same flight, but basic and they were charging me more than $400.00 dollars on top of what we actually paid.
I reduced to pay that much money because we never cancelled the flight, the operators stated that their system (robot) cancelled and they couldn't figure out why our flight was cancelled.
After 2 days of contacting Aeromaexico, we have to re-booked the flight. We lost one day vacation and we paid $200.00 dollars extra fees.

I would like to get compensated for wasting 2 days on the phone, paying $200.00 extra and losing 1-day vacations.

To whom it may concern:

I have been VERY frustrated with your airline and trying to use a credit for a past canceled flight that AeroMexico canceled April 5, 2020 to Atlanta, GA and returning to San Jose del Cabo on April 10, 2020 (confirm # FYOGHE). As you also know, Covid has played havoc on all of us and due to no fault of mine. I then rebooked this trip for November 8 - 13, 2020 to Atlanta which was also canceled.

I used this past credit for a trip from San Jose del Cabo to Lima, Peru that was scheduled for June 17 - July 3. Due to extreme cases of covid currently in Peru, we needed to postpone this trip to April 28 - May 14, 2022. My original ticket # is [protected]. In addition, my travel agent in the US, Lori McMurtry of ProTravel Inc (copied on this email) booked a separate first class ticket for my wife Melinda Pentz for the same date going to Lima, Peru from San Jose del Cabo (ticket #[protected]).

Now, we are being told that any flight credit for future flights must be used by April 28, 2022 for my ticket and October 5, 2021 for Melinda's ticket. That is unacceptable given the circumstances.

As mentioned above, all I want is to postpone the trip for the 2 first class tickets to Lima, Peru from San Jose del Cabo on April 28 - May 14, 2022. In the event you cannot accommodate our request, I am hereby requesting a full refund for both tickets now. I am trying to fly with AeroMexico as I live in Los Cabos, Mexico but your company has made it very difficult and frustrating given these circumstances which originated from a AeroMexico canceled flight in 2020.

Please help make this right by forwarding the credit to the new dates or refunding my payment for the 2 tickets.

Sincerely

John

John C. Pentz
Pentz & Partners, Inc./Mexico Desarrollo Socios, S de RL de CV
KM 27.5 Carretera Transpeninsular
San Jose del Cabo, B.C.S. Mexico 23400
Mexico Office: [protected]
Mexico Cell: [protected]
US Vonage Line: [protected]
US Cell: [protected]
Email: [protected]@pentz-partners.com

Dear Customer Service,

Approximately, I could reserved seat in my flight. Seat reservation was appear on aero maxico application.
Actually, I could select a seats in my flights.
My flighing ticket no:[protected]

Today, I checked in, but My seat reservation was droped anyhow.

Anyway, How Is It possibe? Can You check me in, and modify my seats to next to windows?

I am waiting to your answers!
Best Regards,
Attila Ujabb

Attn: Mr. Jonathan Wallden

I am a Club Premier member with Aeromexico for many years. My member ID is [protected].

I have written a letter to your Customer Service staff in Premier Club and also to your Mr R Rodriguez hoping that they will help me o rebook my flight reservation which was cancelled on November 2020 due to the Pandemia situation.

Club premier agreed to leave my tickets open for myself and my wife Caren until we can travel to PVR when its safe to go back. I was also in formed that the tickets for the dogs were non refundable however due to the siituation I would be able to rebook these tickets on the next trip.

On May 17 I called Ckub Premier and spoke to Daniela and provided her with the reference number given to me by club premier when the original booking was cancelled Reference # [protected]. . and indicated that I am now ready to travel in November to PVR and return to NYC on April 2022 .

Daniela ch ecked the space and book my flight and she said that from JFK to PVR would be ok but the return trip would be a problem as the return ticket had to be used by June 2021, I was in shock and I cannot understand this logic to use my return ticket by June. On my previous calls we addressed this problem and Club premier agreed and left my tickets open.Daniela also indicted that the dogs tickets were non refundable and could not be used.

At this point I would greatly appreciate if your are kind enough to look into this problem and call me at [protected] which is my home or my cell at [protected] so we can discussed this situation and hopefully re book my flights to go to PVR this November.

Thanking you in advance for your assistance I remain

Sincerely

Ramiro Darquea

Kindly refer to your Record locator was QIZBBO. for a round trip flight from JFK to PVR and back . I also paid $ 800.00 USD for round trip argo space for my two dogs to ride on the flighte flights .

Buenas en el mes de Noviembre tenia previsto un viaje a Sevilla España desde Tijuana (DULYXO), en esos días el medico nos recomendó no viajar debido al COVID-19, y nos trasladaron el viaje para abril de este año, pero hemos decidido no viajar (Roger Ortiz Robles y Maria del Pilar Rodriguez, ambos mayores de edad 71 y 74 años respectivamente), es por eso que le solicitamos un reembolso, nos es necesario el mismo, nuestros viajes anteriores fueron exquisitos no tenemos de que quejarnos un trato excelente, mas adelante es posible que viajemos pero eso demorara un poco, es por eso que necesitamos el reembolso, muchas gracias por todo y disculpen las molestias ocasionadas, repito gracias

We arrived at the airport 2 hours prior to our flight (within the Country of Mexico) - the self-service stations for paying for your bags were not working properly. A lovely girl tried to help us from behind the counter for 30 minutes and she could not assist either as the system wasn't letting her check our bag. She sent us over to the other side to pay for and check our bag in person - this has now turned into an hour long ordeal - the line for the bag check was horrendous - the entire area chaotic and we were being told we would have to fly the next day (there is only one flight to Puerto Escondido each day to our understanding). With only 30 minutes left to make our flight, including going through security, we were finally able to get an Aeromexico Representative in a red vest to understand that we had done everything we were instructed to do to make our flight in a timely manner - and that Aeromexico was repsonsible for getting our bag on the flight and us! The Representative DID finally take our bag and get it to the plane.
However, Aeromexico is a complete mess within this airport and needs to have someone come in from operations to see what needs to be done to make it an easier check-in process. 2 hours should be ample within country travel.
Aeromexico used to be one of the best airlines - and can be again if they would get their act together.

My mother and I were to fly out from Mexico City to Bs As Argentina on march 23, 2020 and on march 17th 2020 our flight was canceled due to Covid.
for the last month we wrote to customer support to get a new ticket number since my mothers ticket was archive.
I received a letter on February 18, 2021 from customer support that I can used the ticket, to call customer service to make my reservation.
Right now I made 10 calls, spoke with 4 supervisor, was on hold for more than 10 hours, got cut off 3 times and still do not have a ticket for my mother.
I was told by one of the supervisors that Monday I would have a ticket.
My mother is 94 years old and needs to return to Argentina by march 1st 2021.
I need help to resolve this asap

This morning I phoned to Customer Service because, I did not received any call or respond from you. The person told me that I have to send you for the second time, all the documents that I sent you on December 28, 2020. Our file # is [protected].

Our flight was delayed for more than 9 hours in Toronto. They told us to send you the following documents:

Digitalized images of our boarding passes and the Compensation voucher issued (1000$CAD for each of us).

Those documents are for: Thomas Bélanger and Marie-Reine Bélanger

So we are sending them to you for the second time, hoping that you will take care of us. My phone # is [protected] Marie-Reine and the phone of my husband is [protected] Thomas.

They also told me to write to [protected]@aeromexico.com

We missed a connecting flight out of Bogota, Colombia with Aeromexico, due to an airport closure in Cartagena, Colombia.
Avianca airlines gave us an endorsed letter explaining the issue in Cartagena and explained that most airlines would honor it and not charge for ticketing changes as a result of the issue.
We tried to call Aeromexico's customer service but we were outside of their hours of 7am to 6pm. We did email in the letters from Avianca and received an automated response and a claim number stating someone would be in contact shortly.
Upon arriving in Bogota the following morning, we waited in line at the Aeromexico check in counter to speak with a representative. They told us they could not help us and that we need to speak with customer service first. We tried a few times, waiting on hold for an hour each time. When we finally got through and started to explain the situation, they disconnected the call each time. We did not care if we had to pay a change fee but we needed on a flight as our negative covid results were time sensitive. All representatives from Aeromexico refused to do anything for us until we spoke with their customer service call center. Due to time and Aeromexico's refusal to rebook us on one of their flights, we were forced to purchase tickets on another airline.
Avianca even tried to speak with Aeromexico representatives at Bogota International Airport to help get us on a flight with no luck. Avianca tried to get Aeromexico to release/transfer our unused tickets over to Avianca so they could look after us and Aeromexico refused.
Aermexico's customer service did not respond to our concerns until two weeks later, when all we wanted to do was use our exiting tickets to get home.

Our flight # 693 on November 30th, 2020.

We were delayed for more than 9 hours in Toronto. They told us to send you the following documents:

Digitalized images of our boarding passes and the Compensation voucher issued (1000$CAD cash for each of us).

Those documents are for: Thomas Bélanger and Marie-Reine Bélanger

We are sending them to you below.

Thank you for taking care of us. We also want to say that we love flying with Aeromexico and that never happened to us before.