Aeromexico Customer Service Issues

We lost four pieces of luggage during our journey from Tuxtla Gutierrez to Rome Fumicino via Mexico City and Madrid Barajas. The luggage was initially checked from Tuxtla Gutierrez to Rome Fumicino with the following references: AM [redacted], AM [redacted], AM [redacted], and AM [redacted]. Due to Aeromexico flight delays in Mexico City, we missed our connecting flight from Madrid Barajas to Rome Fumicino and had to take another one. We arrived in Rome on Wednesday, 24th, at 00:15 a.m. Unfortunately, the luggage is still missing, and we are seeking assistance to locate it. Our address in Rome is Via del Consolato, 6. Any help would be greatly appreciated. Sincerely, Virginia Diaz Ochoa.

My husband and I held tickets for a flight scheduled on May 20, [redacted], from Mexico City to Pittsburgh with reservation number JOMOOX. Upon reaching the airport, we were shocked to learn that it was shut down due to the volcanic activity of Popocatépetl. The airport was covered in ashes, halting all flight operations, leading to significant disruptions. Unfortunately, our flight was canceled, forcing us to endure a more than seven-hour wait in line to secure an alternative flight for the next day. Without any assistance provided by Aeroméxico in the form of vouchers, we were compelled to spend an extra day. We are seeking a refund for the expenses incurred, including transportation, meals, and accommodation.

On May 13, [redacted], I accidentally left my Samsung S22 cell phone in a green case behind seat #10D on Aeromexico flight AM [redacted] from Ixtapa/Zihuatanejo to Mexico City. I was contacted by someone at phone number #[redacted]09 who confirmed my email [redacted] Unfortunately, I couldn't retrieve my phone as I had to board another flight. I was informed that the phone is now at the Aeromexico Lost and Found in Mexico City Airport and I was given a new claim number MEXAM1617. Could someone advise me on how to proceed to recover my cell phone? Thank you, William Burton. Phone #: [redacted].

I flew from Ixtapa Zihuatanejo to Mexico City and then to Amsterdam on May 25th, [redacted]. I checked in one piece of luggage at Ixtapa airport. My connecting flight from Amsterdam to India was with Qatar Airways. I was informed by your agent that my baggage was checked through to AMS, but upon arrival in Amsterdam, Qatar Airways could not locate it. As a result, I missed my Qatar flight and had to take an Etihad flight to reach India. I kindly request your assistance in locating my missing baggage. I have attached my boarding passes and baggage tag details for your reference.

To whom it may concern, I am writing to express my disappointment with the service provided by Aeromexico Business Class. My original booking on flight AM545 from [redacted] to [redacted] was changed to AM543 from [redacted] to [redacted], and I was downgraded from Business Class to AM Plus on a B737 8 instead of the standard recliner seat 2 2 layout to a 3 3 layout economy seat with a blocked-off middle seat. Having experienced Business Class flights with standard recliner seats on B737s before, the change to an economy seat was quite upsetting. I was surprised to receive just a bag of chips, nuts, and one piece of chocolate as refreshments for a business class passenger. I am disappointed by the downgrade and the lack of amenities provided.

Dear Aeromexico, During my recent flights from Merida to Mexico City, to Guadalajara, and then to Sacramento, California, there was damage to one of the shafts of my golf equipment, specifically my driver. This occurred during connections, and I believe it was due to mishandling. I had properly protected it, so I suspect it may have been stepped on. Thankfully, only one part was damaged. I kindly request reimbursement for the broken driver shaft as soon as possible. Please consider covering the cost for a new shaft or the damaged part. Thank you. Sincerely, Miguel A. Gutiérrez Sanchez. Address: [redacted] Woodland Ave, Woodland, California, [redacted]. Phone: [redacted].

Dear All, I am reaching out regarding our flight experience on April 15, [redacted] from Mexico City to Amsterdam. Regrettably, the flight was delayed by 2 hours, causing us to miss our connecting flight to Zurich. Upon approaching the Aeromexico counter, we were informed of an alternative flight landing in Zurich at 11 p.m. Unfortunately, due to personal commitments, I needed to reach Zurich earlier and inquired about a flight to Basel, which was not available in their system. Subsequently, I booked a flight to Basel and was assured I would receive a refund. However, upon landing in Amsterdam, it came to my attention that KLM had arranged an additional flight to Zurich, which I could not avail of since I had already booked another flight, resulting in my luggage being left behind and incurring extra expenses. The Easyjet flight to Basel cost me [redacted].40, and I would like to kindly request a refund for this amount. I understand that this was not directly caused by your company, but as the booking was made through you, I am reaching out for assistance. Thank you for your attention to this matter. Best regards, Sina G.

I purchased 2 tickets from Aeromexico but was unable to take the flight. Ticket Numbers [redacted][redacted] and [redacted][redacted]. Approximately one month ago, we tried to cancel the tickets. However, Aeromexico refused to accept the cancellation. I then filed a complaint online with reference number [redacted]0. Aeromexico responded through (Ms. Laura Gurrola Quiroz) as the customer care representative, but they still refuse to issue a refund. I am seeking a refund of my money or a travel voucher. Please assist me. Your prompt response is greatly appreciated. Sincerely, Christian Neureither/Patricia Yamanqui Blanco Noriega

Good evening, I am Dr. Luis Mejia Solis, with reservation SUURMC, on flight AM 25 from Mex to Ams, for July 30, [redacted]. During online check-in, I was offered an upgrade to Premier class for myself and my three companions at a price of [redacted]. The currency was not specified. Given my location in Mexico, the amount should have been in the local currency. However, upon checking, the charge was in US dollars (totaling [redacted].00 pesos). I immediately contacted the call center and spoke with Supervisor Ramón Calles to cancel the upgrade, but was informed that the payment is non-refundable. This is a misunderstanding and I strongly disagree with the charge. I request the cancellation of this upgrade as the currency was not specified. Furthermore, I see no reason why the upgrade cannot be canceled, as there are no terms indicating it is non-refundable. I kindly request the cancellation of the upgrade and a refund of the fee paid. Sincerely, Dr. Luis Mejia

Hello, I was on a flight from Oaxaca to Mexico City on August 30, [redacted], at 16:11. My final destination was Berlin. Our flight was delayed by nearly two hours, causing concern about being able to retrieve and recheck my baggage in Mexico City with KLM. A helpful lady at your Oaxaca counter ensured my suitcase was checked through to Berlin via Amsterdam. However, my baggage did not arrive at the end of the journey. Upon investigation, it appears that my baggage was not loaded onto the KLM airplane bound for Amsterdam. I am searching for information regarding the whereabouts of my baggage. The baggage claim number is AM[redacted]. Thank you. Best regards, K. Schlothauer.

My wife and I are first-class passengers on a 7:30 a.m. flight from SJO to MEX. I'm extremely disappointed that it's not possible to check-in and receive boarding passes using either the mobile app or the website. I typically take at least six international flights annually, and your airline is the only one where I've encountered this issue. Having to visit the airport the day before is completely unnecessary and frustrating. I may need to consider flying with other airlines moving forward! Disappointing!

I wish to file a complaint about my recent experience with Aeromexico at the airport during departure gate number 75 around 5:30 to 6 p.m. We were verbally mistreated by the boarding staff for flight [redacted] from Mexico to San Luis Potosi. The issue arose because we had a small carry-on bag and my wife had her purse. I tried to explain that my bag contained my laptop, valuable items, and medications as I am diabetic and have high blood pressure. Despite explaining that everyone has the right to bring their bags on board since everyone else had their bags, they refused to listen. They were aggressive and made disrespectful remarks. I attempted to film the situation for evidence, but I was told it was a federal offense. They threatened to call security and the police. I never got their names. I am a 64-year-old Mexican-American citizen. I will escalate this complaint to the appropriate authorities as this behavior is unacceptable. Thank you. Name: Juan Lopez Phone: [redacted] Email: [redacted] I hope this issue can be resolved promptly with the flight details and names of the staff involved readily available. Discrimination and abuse of power should not be tolerated in this day and age.

On October 3, I took a flight with AeroMexico, #AM601 from YVR to Mexico City connecting on October 4 on #AM2450 to ZIH. The AeroMexico agent accepted our passport and ticket details at check-in. Our carry-on was taken for free due to a full flight. Despite checking in 3 hours early, at the gate, they said my passport photo was faded, and I couldn't board. My wife flew alone, and my luggage was removed. We fly with AeroMexico regularly as Permanent Residents with a home in Zihuatanejo. I had to stay in Vancouver, get a new passport, and book new flights to join my wife. I couldn't get a seat on AeroMexico, so I booked with United from YVR to MEX on October 6 and then with AeroMexico on #[redacted] on October 7 (Reservation Code #VSPC3E). We'd like to know if AeroMexico can provide any compensation or assistance. This unexpected event has shaken our trust in an airline we've endorsed and flown with for years. Thank you for your quick response. Best regards, Tim M. (CSEWFX)

Hello. I have a booking with Aero Mexico on the 27th of October with confirmation NBOWPU. I am flying from Montreal, Canada to Manzanillo with a layover in Mexico City. I pre-checked my 4 bags online, 2 for my husband and 2 for myself on Aero Mexico's website to make airport check-in easier. However, during online check-in, I was only given one option to pay $[redacted].00 for Montreal to Mexico City and another $[redacted].00 from Mexico City to Manzanillo. I ended up paying a total of $[redacted].00 when I should have only paid $[redacted].00. I spoke to customer service, and they advised me to reach out to explain the situation and request a refund of $[redacted].00. My name is Renée Badeau, and my husband is Raymond Lacombe. I made the payment with a Visa card. My phone number in Canada is 1-[redacted]. Please assist me.

Good evening, I am currently feeling desperate. I have a flight that cannot be rescheduled. I had planned a trip with a friend, but she couldn't enter the U.S. due to visa issues and returned to Brazil. Our itinerary included a one-day stop in Mexico on the way back to Brazil. Now I am alone and without documents after being robbed in NY. I don't want this long stop in Mexico anymore. Besides that, I have a severe urinary tract infection and kidney issues, but I don't have my medical records or my necessary medication, as they were in my stolen bag along with all my money and cards, except for my visa left in a bigger suitcase. I had to involve the police, and they created an incident referral card #23 [redacted]. In summary, I am not physically or mentally fit for the Mexico stopover. I urgently require a direct flight to Brazil, willing to pay any necessary fee. Ideally departing on October 18th from NY, but I am open to a fast layover if needed.

I was not allowed to board the plane in Guadalajara, Mexico on my way back to New York. The airline couldn't book me on another flight. I had to purchase a new ticket at the sales desk for a flight a few hours later, only to find out during check-in that there were no more flights that day. When I returned to New York, I contacted customer service. They informed me that on my next trip to the same destination in 2 weeks, I could apply the unused return ticket to the round trip fare. How do I go about applying it?