Aeromexico Customer Service Issues

Good Morning, I have been attempting for two weeks to reach your customer service line to CANCEL my flight scheduled for tomorrow, 03/25/20, due to border closures related to COVID-19. I kindly request that someone from Customer Service reach out to me at [redacted]. Names: R. and C. Kovacevic Reservation Number: LYZAYN Traveling: YVR round trip to HUX I acknowledge the current high volume of calls but would greatly appreciate a prompt response today. I have been on hold since 3:20am and it is now over an hour and ten minutes. I traveled from Washington State to the YVR ticket counter last week, but unfortunately, no one could assist me there either. Thank you in advance for addressing my email promptly. Kind regards, Randen Kovacevic

Hello, I am Emma Capdevila Cardona. My flight has been canceled, and a new flight has been assigned to me on different dates. My locator number was NMAXRF, and the new one is IOFXYA. The new flight is scheduled for March 29th at 2:05 from BCN to MEX, instead of the original one on March 30th with AM38. The return flight is now set for April 11th at 12:40 from CUN to MEX with AM568, but we had originally booked for April 13th at 12:20. The connection from MEX to BCN has also been changed. Due to the situation with the coronavirus and the date changes, I would like to have the flexibility to choose my travel dates. I have been trying to reach Aeroméxico by phone without success. I can be contacted at [redacted][redacted]. I am eagerly awaiting your response as the departure date approaches, and Aeroméxico is unreachable. Kindly provide an update. Thank you for your cooperation. Emma Capdevila Cardona.

My family and I have a confirmed booking for AM3384 to Atlanta with a connecting Delta flight [redacted] on April 10. The reservation code for Peggy Smith is #YTHYTS and for Caroline, Nicholas, Isabelle, and Victoria Smith is #IGTLAI. Recently, my physician advised against travel due to being "high risk" for coronavirus at 73 with a heart condition. Consequently, we had to cancel our trip. I've received a refund for my ticket from PVR to Atlanta directly from Delta. I kindly request a refund for my family's tickets (refer to the reservation codes) with Aeromexico due to the cancellation beyond our control. I can provide my physician's letter if needed. Your prompt attention to this matter would be greatly appreciated. Sincerely, Douglas Smith

I purchased a round-trip ticket for Mr. H. B. Morales for a business trip from NYC to Mexico City. The original flight on April 24, [redacted], was canceled four hours after purchase, and the rescheduled May 6, [redacted], flight was also canceled (reservation code ALHNSS). I am not Mexican and do not plan to travel there, so I am requesting a refund of $[redacted].17. I have contacted customer service twice but have not received the service I paid for. Please process the full refund promptly. Thank you. SL (ticket purchaser) Tel: 1 [redacted] Traveler Name: Humberto Badillo Morales

I booked a roundtrip flight from Paris to Mexico for two people. One of our group missed the initial outbound flight and contacted Aeromexico to modify the return ticket. Upon arrival, we were informed that our flight was canceled. We contacted Aeromexico again to be placed on another non-canceled flight, which was arranged swiftly with additional fees. While we were told both return flights were confirmed, only one ticket was sent to us. After contacting various services and agencies, we discovered that one of the return flights was indeed canceled, requiring me to purchase a new ticket at my own expense to return. I never canceled my original return ticket, so it makes no sense. The additional ticket cost me [redacted]€, which is highly irregular since the error was not on my end. I believe a refund for the second ticket is warranted. I can provide all necessary documentation if needed.

I have a reservation with AeroMexico under GLVELD for a flight from Atlanta to Cancún on July 8, [redacted], returning on July 15, with a Delta confirmation number of G4FV73. Due to COVID-19, the Royalton Hotel could not accommodate us, so we rescheduled for July 9-16, [redacted]. I need to change my airline tickets for three people to depart from Atlanta to Cancún on July 9 and return on July 16. I have been unsuccessful in reaching someone by phone and prefer to speak with a representative. Please contact me, Madelaine Odette Santos Vega, at [redacted] if necessary.

I need to change my Houston, Texas to Lima, Peru flight reservations YGPUCA with new flights. The current departure on October 30th at 1:20 PM conflicts with my pickup plans. I want to switch to my original flights AM471 and AM48 departing Houston at 8:15 PM on October 30th, arriving in Lima at 6:45 AM on October 31st. The return flight on November 11th is fine. I also want to keep my originally paid seats 9A and 9B from MEX to LIM and LIM to MEX, and make sure I can bring my carry-on.

I have a quick question regarding my upcoming trip from San Francisco to San Jose, Costa Rica in November [redacted]. I will be flying business class. I am considering bringing a professionally packaged wood sculpture with me that measures 20" x 20" x 40" and weighs 40 pounds. I would like to know the approximate additional cost for this package and if I can check it in with my regular luggage. I want to ensure that I can bring it with me to Costa Rica without any issues at the airport. Thank you.

Reservation ///DOECRO CONFIRMATION///GEG8KO PHONE# [redacted] PASSENGER 1 O.L. GARCIA. PASSENGER 2 R. BOLIO. TO WHOM IT MAY CONCERN, WE NEED YOUR HELP. PLEASE, OUR FLIGHT IS SCHEDULED FOR THIS SUNDAY, OCTOBER 18, [redacted], BUT DUE TO PREVENTION MEASURES AT AIRPORTS FOR THE CORONAVIRUS, OUR TRIP IS BEING POSTPONED. MY MOTHER-IN-LAW, PASSENGER 2, WHO IS OVER 65 YEARS OLD, HAS A COUGH AND A COLD, AND AFTER READING THE AIRPORT'S HEALTH REGULATIONS, SHE WILL NOT BE ALLOWED ON THE PLANE. I ASK FOR YOUR HELP TO POSTPONE OUR FLIGHT. WE HAVE BEEN SPEAKING WITH VARIOUS AIRPORT AUTHORITIES FOR DAYS ABOUT HER POSSIBLE FUTURE ENTRY ON SUNDAY, BUT IT HAS BEEN DENIED. THEY RECOMMEND A TOTAL QUARANTINE, HENCE THE CHANGE... PLEASE... DATES TO CONSIDER FOR THE FUTURE ARE NOVEMBER 25, 26, 27, 28 TO RETURN ON THE 29 OF [redacted] OR IF YOU PREFER DECEMBER, DEPART ON THE 30, 31, AND RETURN ON JANUARY 3, [redacted]. PLEASE, I HOPE FOR YOUR ATTENTION... I'M AEROMEXICO CLUB PREMIER MEMBER WITH THE NUMBER [redacted] IN CASE THAT HELPS, AND I ASK FOR HUMANITARIAN CONSIDERATION FOR THIS CASE... THANK YOU IN ADVANCE. GOD BLESS.

Earlier this year, I had to cancel a flight to Chile via Mexico scheduled for May [redacted] due to COVID-19. The airline issued me a credit to be used before a specific date next year - book before April 30, [redacted], and fly before September 30, [redacted], adhering to certain route requirements. However, my financial situation has since changed, and I can no longer afford to travel within that timeframe. I've tried contacting AeroMexico, but they only direct me to their website or a form to fill out; I haven't been able to speak with anyone directly. It seems they are avoiding interactions with customers beyond ticket sales. I would appreciate any assistance in resolving this issue.

Dear Sir/Madam, We had a return flight from Montreal to Mexico City on April 6, [redacted]. The Canadian travel agency CAA informed us that Aeromexico had canceled this flight. On Friday, March 20, [redacted], at 11:26, Reservations <[redacted]> wrote: Hello Mr. Lefrançois, Your return flight from Mexico City to Montreal has been canceled. We are at your disposal if you have any further questions. Thank you for your trust in CAA-Quebec Voyages. Therefore, we had to, with the assistance of CAA travel agency, purchase return tickets with Delta Air Lines for both of us. Additionally, we had to stay overnight in a hotel in Mexico City. Our e-Ticket Number was [redacted][redacted]. And the PNR. DXMAQB. We would appreciate it if you could propose compensation for the expenses we had to incur. We have been spending our winters in Melaque Jalisco for a few years now and plan to continue for several more years. Thank you for your understanding. Best regards, J. Lefrancois [redacted] Beaudin Street Sherbrooke, Quebec, Canada J1N 4C2 Tel.: 1-[redacted]-[redacted]-[redacted] [redacted]

Dear Sirs, On December 12, [redacted], I purchased four one-way tickets from Mexico City to Merida for Krzysztof Jerzy Poleszak, Elzbieta Gutowska Poleszak, Jacek Tomaszewski, and Ewa Maria Tomaszewska with a departure date of December 31, [redacted]. The payment was made using a VISA credit card. However, after confirming the payment, the "aeromexico" website stopped responding, and despite waiting for over an hour, I did not receive confirmation of the transaction or ticket numbers. Upon contacting the bank, they confirmed that the payment of approximately [redacted] Euro went through successfully, with authorization number [redacted]. I kindly request a prompt resolution to this issue and the issuance of the confirmation and ticket numbers as soon as possible. Warm regards, Krzysztof Poleszak

I am writing regarding an issue with my luggage that did not make it on my flight on 12/16/20 from Chicago to Acapulco. The luggage ticket number is #[redacted]. The luggage was returned to me as the item, a window unit air conditioner, was not permitted on the plane. I am requesting a refund of $[redacted] that was charged to my credit card for this. My reservation number is YTMVRB under the name of Martina T. Garcia. Thank you for your attention to this matter.

Hello, my name is Carmen. I had a flight booked for my daughter, Saray Vargas, with flight #[redacted][redacted]. It was purchased last November for a departure on December 11, [redacted]. Unfortunately, due to health reasons, my daughter couldn't travel. I contacted the agency, and they mentioned they would keep it open for one more year without specifying the exact date. I wanted to inquire if it would be possible to receive a refund or at least a partial refund of the money I paid since she won't be able to use it for travel due to the pandemic.

Regarding my flight reservation, I had booked 4 tickets (for initials L.) on the Aeromexico flight [redacted] from Boston to Cancun with a layover in JFK on December 25. Unfortunately, both flights have been rescheduled to different times. Originally, my family and I were set to travel on the Aeromexico [redacted] and Delta [redacted] (code share) flights, but Delta changed its flight timing by over 2 hours. Delta has already refunded the tickets for the 6 family members affected by this change. Despite numerous attempts to contact Aeromexico for a refund over several weeks, I have been unsuccessful. I have initiated a dispute with my credit card company to resolve this matter.

Subject: Urgent Issue with Flights - Jessica McIntosh On December 4th, [redacted], I had a scheduled flight with your airline from Salt Lake City at 9:35 AM to San Luis Potosi, Mexico. I was informed that I would be flying with Delta to Mexico City and then with Aeromexico to my final destination. My Aeromexico confirmation code was FTALEQ and ticket number was [redacted][redacted]. The day before my flight, both Aeromexico and Delta confirmed my reservation. However, upon arrival at Salt Lake City airport, Delta informed me that Aeromexico had not confirmed my payment, even though I was charged weeks prior. Aeromexico advised me to buy a new ticket, promising a full refund of $[redacted].33 for the original ticket. My new ticket cost $[redacted].74, which I had to charge to a credit card. I am requesting a refund for the original ticket as your system failed to alert me of any issues. Attached are emails confirming my itinerary. I am frustrated with the lack of communication and the unexpected additional cost. Your prompt attention to this matter is greatly appreciated.

I made reservations for my family with Aeromexico (reservation ZIMWDV), but the flights were cancelled due to COVID-19. I received an email and checked the website, which stated the reservations were converted to an open ticket. However, I prefer to receive a refund back to my original payment method. Despite numerous attempts over several months, I have been unsuccessful in contacting Aeromexico's customer service through phone, webchat, or multiple email addresses. I simply want to either process a refund for the cancelled flights as indicated on their website, or alternatively, speak to a representative regarding the open ticket option and its usage. Any form of direct communication with a person would be greatly appreciated.

Our reservation number is #LAZERQ. Our flight, AE [redacted], scheduled for 09/01/[redacted], was delayed departing from SAO. We are currently at Mex City Airport and missed our connection to Cancun. Aeromexico rebooked us on a later flight to Cancun. Instead of arriving this morning, we will now arrive late afternoon after a lengthy delay. We are hoping Aeromexico will offer us some lunch during this time. I am eagerly awaiting your response. I believe Aeromexico should improve their customer service contact options. Thank you. Helton M Ferreira

Dear all, I have been trying unsuccessfully to reach one of your operators and have called the numbers listed on your website regarding my reservation. Last year, we booked a flight through GotoGate to fly with your company from Amsterdam to Mexico City. Unfortunately, due to the ongoing COVID situation, we were unable to travel and received a voucher. The voucher needs to be used by the 19th of this month, but with the lingering COVID threat, we are hesitant to book another flight that may likely need to be rescheduled again. Therefore, we are requesting a full refund for both tickets, as we are unable to travel this year. The booking references are MYJFVV and voucher AMUN-ZLEQBRABO. Thank you for your attention to this matter. Sincerely, [Initials]

Good afternoon, in November [redacted], we had planned a trip to Sevilla, Spain, departing from Tijuana, which we had to postpone (DULYXO). We spoke with the airline, and we want to request a refund for the tickets (2 elderly passengers over 70 years old) as the doctor advised against traveling at that time. Our flight was rescheduled for April of this year, and we were informed we had to use it before November 23. Our original intention was a refund, which is necessary due to our current situation. We would appreciate a response through this channel as we are not considering traveling at the moment. Thank you in advance, and we hope this issue can be resolved. The tickets are under the names of R.O. Robles and M.P. Rodriguez.