Aeromexico Customer Service Issues

Tuvimos una reservación para viajar a Barcelona. Compramos los boletos el 27 de septiembre de [redacted], pero debido a la pandemia, mi esposo, de 76 años, tuvo problemas de salud con la columna y la cadera. Después de recibir tratamiento, ahora se siente mejor. Nuestro caso es el [redacted]1 con la reserva MARWPF. Nos comunicamos varias veces por correo electrónico para resolver el problema de los boletos, pero nos informaron que ya no estábamos en su sistema por no responder en septiembre. Recientemente, nos dijeron que reactivarían nuestros boletos excepcionalmente hasta septiembre de [redacted], pero tuve problemas al imprimir el documento. Queremos saber el estatus actual de nuestra situación y resolver esto. Atentamente, Yolanda Elorduy Miranda y Carlos Eduardo Charpenel Ramirez.

Good afternoon, I have a problem and I don't know if I am being extorted or if it's true. A few days ago, a man who is supposed to work for your company as an operational coordinator, Juan Carlos H., contacted me. He claimed I had a package sent from Washington that exceeded the allowed limit for electronics, stating it was valued at $19,[redacted] and I had to pay a fine of $53,[redacted]. Feeling scared, I paid. Afterwards, he said there was hidden money in the package, told me to pay $[redacted],[redacted] or go to jail. I paid part of it to avoid trouble. Then, he asked for more money to avoid tarnishing my reputation. When I refused, he demanded more money threatening me with jail time. I managed to pay some more, but eventually, he insisted on another $50,[redacted]. I'm not sure what to do, and I would appreciate it if someone could call me to explain the situation better. My phone number is [redacted]. Thank you.

I require urgent assistance. I was extremely disappointed yesterday when I called to inquire about rebooking my flight. Two agents provided incorrect information, promising me I could retain my upgrade to the business cabin from my initial booking. The first agent booked me on a flight for May 7, advising me to call back after canceling my flight with another carrier. When I did call back an hour later, after a lengthy wait, I was informed the May 7 flight was no longer available. The next option with the upgrade was on May 14, though I had hoped for May 7. The agents assured me I could add the upgrade for a $[redacted] fare difference as long as it was on the same route, seating me in 2A. However, they later revealed they couldn't process the upgrade and asked me to contact customer support via email. I am anxious that my upgrade won't be secured before all seats are taken. This whole experience has caused inconvenience, wasted time and money, and forced me to reschedule my plans, affecting Mother's Day. I feel misled and mistreated, and I may request a full refund if the upgrade isn't granted.

I purchased direct tickets to Monterrey, Mexico, and I am traveling with an elderly person. Now, you are changing my flight to have a layover in Mexico. Do you think it's fair that I have to pay for your mistakes and have to wait a year for a refund if I want one? Would you be okay with this treatment if you paid for a service and were treated like this? My willingness to travel is firm, but don't expect me to use your airline again, and I won't be recommending it either. I will share my experience so others I know won't travel with your airline. My name is Alfredo Cornejo Cortes, and my phone number is [redacted].

My wife (E.G. and J.C.) and I experienced a frustrating situation with our flights from Chetumal to Mexico City then to Tijuana on June 1st. At Chetumal, they couldn't find our booking due to overbooking, leaving us stranded. We had to pay extra for a cab to Cancun, a new flight for my wife, a hotel stay, and a return flight to the US. We were disappointed with the lack of support from Aeromexico and had to arrange flights with another airline for our return. I am seeking reimbursement for the expenses incurred due to this unfortunate situation. It's disheartening that there was no prior communication from Aeromexico about the flight issues we faced.

I made a flight booking with Aeromexico last Sunday from SFO to Mexico City for myself and my son. I mistakenly entered the wrong birth year ([redacted] instead of the correct year [redacted]). Despite noticing the error before leaving the website, I was unable to correct it. I then navigated to FlightHub, input the correct birthdate for my son and was assured the issue would be resolved within minutes to hours. However, a week has passed without any correction. Upon contacting FlightHub, I encountered difficulties in reaching a representative to address my itinerary concerns regarding the birthdate error. Despite receiving a message that the problem was fixed and I could prepare for the trip, checking the attached "Manage My Booking" file revealed the birthdate error was still present with a notification stating the issue was being addressed. I have been attempting to get in touch with customer support for 5 days without success. My son's passport and driver's license clearly display his correct birthdate. Thank you for your assistance.

Hello, I recently purchased a flight ticket from Madrid to Mexico City for July 3rd with the booking code KWWAGH. Today at noon, I contacted your customer service number at [redacted]82 to inquire about bringing my 7kg dog in the cabin on the Madrid to Mexico City flight. The agent I spoke with assured me that it was allowed as long as I met the regulatory specifications. I was instructed to call back after purchasing the ticket to link my dog to the flight. However, upon calling back, I was informed that my dog could only travel in the cargo hold. I am very disappointed with this discrepancy in information. I am requesting the cancellation of my reservation and an immediate full refund. If your conversations with customers are recorded, I urge you to review my call around noon Spanish time to verify what was discussed. I would appreciate a prompt response. Thank you, Oscar P.

Hello, my name is Tessa from Delta Airlines SLC Reservations, contacting you regarding passengers Daniel D Finucane and Christine Finucane with confirmation numbers ULXKXT (AM) and GNNC46 (DL). Due to TSA delays, they missed their flight. As the tickets are under your ticket stock, we kindly request your assistance in reissuing the remaining segments as a one-way trip for their return. The passengers have already purchased alternative tickets and are looking to request a refund or credit for the unused portion due to circumstances beyond their control. For baggage claims DL660729 and DL[redacted], we appreciate your help in addressing this matter. For further inquiries or confirmation, please contact me at [redacted] Customer contact: [redacted], [redacted] Thank you for your attention to this issue.

My colleague encountered issues during check-in for her 8:00am Aeromexico flight AM [redacted] from JFK to MEX (Confirmation #G97IH7). Despite having a purchased ticket, she was informed at the airport by the Delta carrier handling the flight that there was no reservation under her name. She had to buy a new one-way ticket for $[redacted] to board the flight. We are now seeking a refund for the new ticket purchased. Additionally, we are concerned about encountering a similar problem for the return flight of her original reservation scheduled for Aug. 11 with flight AM [redacted] from MEX to AUS.

Subject: Credit Inquiry for Unfulfilled Trip Dear AeroMexico representative, I am reaching out regarding the credit for the following trip: Identifier: RJFILR Travel dates: June 17th to June 30th Passengers: Carlos H. Urtubey Gladys Yolima Otalora Unfortunately, we were unable to take the trip due to the global COVID-19 pandemic. We were informed by AeroMexico that we have a credit for the amount of $[redacted].68. I would appreciate clarification on the current credit amount and guidance on how to utilize it for future bookings. I have attempted to contact your customer service at 1-[redacted] without success, which is why I am reaching out via email. Kindly respond through this email or reach me at [redacted]. Best regards, Yolima Otalora

I booked a tour to Lima, Peru, including a visit to Machu Picchu, through Gate 1 travel agency on October 13, [redacted]. Unfortunately, the trip was canceled due to Covid-19. My booking reservation number is QSELVC for a departure from JFK to Lima, Peru, with a stopover in Mexico City on May 23, [redacted], and a return flight on June 2, [redacted]. I received E-ticket [redacted] after a payment of $[redacted].66 was charged to my Citi Mastercard. Gate 1 informed me that they were unable to secure a refund from Aeromexico despite their efforts as Aeromexico allegedly blocked access to the site or any communication attempts. When I contacted Aeromexico to request a full refund of $[redacted].66, I was met with unhelpful customer service representatives. On June 30, [redacted], I spoke to Eric, on October 14, [redacted], at 12:12 PM, I spoke to Luis, and on December 16, [redacted], seeking an update on my reimbursement, but I was not offered a voucher or credit for future use. Today, on July 27, [redacted], I attempted to resolve this ongoing issue with Aeromexico, but despite speaking with operators like Rosalio and Alexis Guerrero, I was unable to reach a supervisor after being put on hold for over an hour.

Subject: Disappointing Experience with AeroMexico Flight AM [redacted] To the AeroMexico Customer Service Team, I am writing to share my extremely disappointing experience during my recent trip with AeroMexico on flight AM [redacted]. As a seasoned traveler accustomed to American Airlines and United Airlines, I reserved two business class tickets for a direct journey to Mexico City only to encounter a series of inconveniences. Despite acknowledging that flight disruptions can occur, AeroMexico's mishandling of the situation has led me to conclude that I will never choose your airline again, nor will anyone else I know. Here are the key issues I encountered: 1. Lack of timely notification: We were informed of the flight cancellation only when we were en route to the airport, receiving an email at 8:51 pm for a scheduled departure at 10:35 pm. 2. Confusing communication: The rescheduled departure time provided in the email was listed as 4:30 pm on the 25th of August, which was already past, causing confusion. 3. Misinformation from staff: Despite being told by a Premier desk agent that our flight would depart the next day at 10:30 am, a manager later clarified that the actual departure time was 4:30 pm on the following day. 4. Inadequate service: The lack of sufficient staff to assist Mexico City-bound passengers, particularly in the business class section, resulted in unacceptable delays. 5. Difficulty in seeking refunds: Contacting your call center to request a refund proved to be an impossible task. 6. Failure in notifications: Despite opting for WhatsApp and text notifications, no updates were received throughout the ordeal. This experience, which occurred on a trip planned for my birthday and shared with my girlfriend, was significantly marred by AeroMexico's poor handling of the situation. Having traveled with various airlines, including budget and South American carriers, I can confidently state that AeroMexico ranks as the worst in terms of customer service and reliability. I am requesting a prompt refund for the purchase of my tickets and compensation for the transportation expenses incurred due to these circumstances. Documentation supporting these costs is readily available. I hope to receive a swift resolution to this matter. Best regards, Yigit

The pet policy of Aeromexico differs from the requirements set by the Mexican government for travel from Canada to Mexico. Aeromexico's policy includes presenting a vaccination card, a health certificate issued by a veterinarian within 15 days, rabies vaccination details, and deworming history. Additional destination-specific requirements must also be fulfilled. Contrastingly, Mexico's government, as of December 16, [redacted], states that pets traveling from the U.S. to Mexico no longer require a health certificate. Upon arrival, pets will undergo a physical inspection at the Mexican Animal and Plant Health Inspection Office (OISA). In my situation, the customer service agent insists on a veterinary certificate despite the updated regulations. I am concerned about facing unnecessarily strict enforcement.

I, Maria Altagracia Mayo Dominguez, am seeking clarification, a refund, or any other form of compensation for the following incident: On October 6th of this year, I traveled from Acapulco to Mexico City on Flight AM [redacted] scheduled for 6:44 PM. Due to air traffic issues, the flight departed at 7:30 PM and arrived in Mexico City at 8:30 PM. However, my connecting flight, AM [redacted] departing at 8:55 PM, had already left by the time I arrived. Despite reaching the airport at 8:30, I was denied boarding. The staff rebooked me for the next day, October 7th, on Flight AM [redacted] at 7:15 AM, which was inconvenient as I needed to be in Tuxtepec, Oaxaca early the next day. The staff handling the situation were rude and unhelpful, refusing to offer alternatives or explanations. Due to work commitments, I couldn't utilize the rebooking. I am inquiring if a refund or transfer is possible due to the missed flight caused by the initial delay. This situation has affected me financially as I had to purchase another ticket and miss my bus connection. Attached is the unused flight information: Flight Number AM [redacted], Booking Number [redacted][redacted]. For further communication, my mobile number is [redacted]. Thank you for your attention, and I hope for a favorable response to this matter. Maria Altagracia Mayo Dominguez

I misplaced my suitcase when I arrived in Vancouver, Canada on September 1, [redacted]. It's a blue suitcase with a pink ribbon, containing important personal items essential for my stay here. I was informed by the airline that my luggage arrived on August 29, two days before me due to my delayed journey, resulting in its misplacement. My busy schedule with classes and school commitments in Canada is proving challenging without it. While I appreciate the pleasant travel experience with your airline, I urge for a more organized baggage handling process. Several students, including myself, faced similar issues but managed to retrieve their belongings through your assistance. Kindly expedite the return of my luggage. Your prompt attention is greatly appreciated.

Dear Customer Service, I am contacting you regarding my recent travel experience with AeroMexico. On September 24th, I had a return ticket from SLP to YUL. Due to a delayed flight from SLP to Mexico City, I missed my connecting flight to Montreal. Despite being offered a direct flight to Montreal on October 1st, I was left stranded in Mexico City for a week at my own expense. Additionally, I had to purchase a one-way return ticket to SLP and forfeit my business class upgrade. I felt there was a lack of customer care and I hope to resolve this issue amicably with AeroMexico. I would appreciate a credit for a future flight or a reduced fare as a gesture of goodwill. I value my long-standing relationship with AeroMexico and hope we can reach a fair agreement. Thank you for your assistance. Best regards, Kiril Mazurek

Good afternoon, I kindly request that you assist me with changing my flight dates. I had contacted your team twice by phone to make the date change, but I was offered a voucher for the ticket amount instead. I have recordings from my recent call where the agent explained that the voucher was not sent due to my fare type, and a free date change was applicable three hours before the flight, which is today at 10 am. I am relieved that I called today and learned about these misunderstandings by your staff. I would appreciate your help in changing my flight to March 17th, departing at 5:30 pm and arriving in Merida at 8:30 am the next day, with a return on March 21st. I want to stress that this was not my mistake, and the error can be confirmed in your system logs and call records. Thank you in advance for your support. I look forward to a positive response. Ticket numbers for reference: Christian Alvarado Castelan: [redacted][redacted] Carlos Alfredo Aguilar Mojica: [redacted][redacted], [redacted][redacted] Jessica Castelan Diaz: [redacted][redacted] Best regards

I am Colin Saunders. I bought tickets for my son and myself on June 3, [redacted], from Austin, TX to Mazatlan. My son's ticket code is CKEFGZ. Unfortunately, my son got injured and can't come on the trip. I need to change the name on his ticket from Landon Saunders to Michael Lee Rice. Mr. Rice will take my son's place. Please assist me with this change. My son is unable to join due to his injury and needs extensive rehabilitation. Your prompt response would be greatly appreciated as I need to inform Mr. Rice. Thank you for understanding my situation.

I am currently in the process of planning a trip to Mazatlan with my sister. We are departing from Toronto and Montreal, respectively, and had synchronized our flights. Unfortunately, my sister's flight got rescheduled from February 12 at around 9:00 am to the 11th at 11:25 pm, resulting in an arduous 11-hour layover. This extended wait is particularly challenging for a 71-year-old traveler. Despite being informed of the flight change and the warning that declining it could jeopardize her entire trip, my sister reluctantly accepted. Upon sharing this with me, I suggested she inquire about switching to an earlier connecting flight on the 12th. Encouraged by my advice, she contacted the airline (not being a frequent flyer) but was informed that she had already used her one permitted change by accepting the rescheduled flight. I am reaching out to kindly request reconsideration for her situation to change to an earlier connecting flight on the same travel day, halving the layover time. Any assistance you can provide would be greatly valued.

On October 19, [redacted], my spouse and I reserved business class seats from SJO to ORD with a 2-hour and 35-minute layover in Mexico City for March 5, [redacted]. The reservation was made through Chase/Expedia (Aeromexico confirmation number = ZMDUHX). Less than three weeks later, on November 7, [redacted], I received an email from the travel service stating that Aeromexico had canceled our flight from MEX to ORD on 3/5/22 (AM682) and proposed changing it to a flight the following day (AM686) with a 17-hour overnight layover in Mexico City. Due to work commitments, we couldn't accept this involuntary change, and the reservation was subsequently canceled through the Chase/Expedia travel service. I was anticipating a refund since the cancellation was initiated by Aeromexico. However, I was surprised to only receive a voucher as compensation, which was very restrictive. After contacting both Chase/Expedia and Aeromexico customer service, a formal email request was submitted for a refund. Despite various hours on the phone, Aeromexico denied the refund request citing their policy regarding the reason for canceling the reservation. I am puzzled by Aeromexico's decision not to offer a reasonable alternative option or a refund in this scenario, given that involuntary cancellations typically result in refunds according to industry standards. I have shared my dissatisfaction with Aeromexico's compensation approach with others in the travel industry who agree that a refund would be expected in our case. Having been a loyal Aeromexico customer for over 40 years, I am hopeful for a resolution through reasonable customer service intervention. Otherwise, I will have to post negative reviews on various travel forums about my experience with the title: "Aeromexico canceled our flight and withheld our $[redacted]."