Aeromexico Customer Service Issues

I recently flew with Aeromexico round trip from Madrid to Cancun and back. Unfortunately, upon landing in Madrid yesterday, my luggage was missing. I immediately filed a report, but they couldn't locate it. I returned to France without it. I'm trying to reach someone now, but I can't get through the provided numbers. I just want to know the status of the search and have my bag found!

Hello, I urgently need assistance to obtain an EMD. I purchased a ticket to Tokyo in [redacted] through Despegar, but due to Japan not allowing entry to foreigners, the trip has not been possible. Despegar is refusing to issue the EMD, so I am reaching out to you for help. I have tried calling the call center multiple times, but I have been unable to reach an operator despite going through all the menu options. I would appreciate it if you could guide me on what steps to take or where to go to resolve my issue. Despegar has informed me via email that Aeroméxico's deadline expires before December 12. Please assist me, I appreciate your prompt response.

Dear all, I initially lodged a complaint with Opodo on October 29th. Upon returning from a 4-week vacation, I filed a second complaint with Opodo and Aeromexico on November 30th. I have been given the case number [redacted]4, but there has been no further progress since then. I am still awaiting a refund of €[redacted].75, an amount Aeromexico mistakenly charged. The correct amount is €[redacted].98, as opposed to the €[redacted].75 processed by Aeromexico. Kindly process the refund by December 14th. Failure to do so will result in legal action being taken. Best regards, Stefanie Becker

Reference Code: REVFFDW Good morning, Regrettably, we are unable to proceed with our upcoming flight due to unforeseen family circumstances. I am inquiring if it is possible to receive a refund or a voucher to reschedule the flight for a later date, ideally in [redacted]. The postponement of my son's wedding to [redacted] was necessitated by the serious illness of the bride's father, who has been hospitalized due to COVID-19 complications. We still need to travel to Mexico City and are hopeful that you can assist us in not losing the funds we have already invested in these tickets. Thank you sincerely, Emanuela and Franco Borgato

Hello, I'm planning a trip to Nicaragua and aiming to take a flight on 23.03 from Hamburg, with layovers in Amsterdam and Mexico City. To enter the country, I need to have a PCR test done within 72 hours. I understand that I need to send the negative PCR test result to the airline (You) between 71-36 hours before the flight, which departs from Hamburg at 18:45. My concern is about timing - when is boarding? How can I take a test that can take up to 24 hours and still have the result within the required time frame, considering I arrive in Managua at 11:30? Is there an option for an Express-PCR test with results in 3 hours? I appreciate any assistance with this dilemma. Greetings from Germany, T.S.

Hello. I purchased a flight ticket with Aeroméxico to travel from Madrid to Guatemala with a layover in Mexico. As I do not have a Mexican visa, I had to wait in a room with poor conditions, they took my passport and phone until I boarded the flight to Guatemala! I will not be flying back to Madrid with Aeroméxico (I bought the return ticket with Aeroméxico). I have purchased another ticket with another airline. I request a refund of the amount I invested in this ticket, I have sought legal advice and it is fair that I receive a refund. My booking code is 0N21RF, my reservation locator is [redacted]. Best regards.

Hello, my name is Maria Hernandez, and I'm reporting a lost suitcase that happened on Saturday. My children traveled from Denver, CO to Mexico City. Upon arrival, I noticed that a flight attendant took my daughter's suitcase - actually two suitcases, a personal one and a smaller one. I have filed a report, but I haven't received any response yet. I paid for the accompanying service, but I never met the flight attendant who was supposed to take care of my children. None of them attended to my kids during the flight. The departure was at 2 pm, and the children were only handed over after 10:30 pm, although the flight landed at 6:50. It is a deplorable situation because my 17-year-old daughter had her suitcase taken when I paid for the service. Each child was entitled to their own cabin space. This is utterly disgraceful. I demand prompt action and a resolution to this issue within the next few hours. Otherwise, I will have to file a complaint with PROFECO and take legal action against Aeromexico. Please contact me at my phone number [redacted].

I'm experiencing issues with redeeming my voucher. I received the voucher but am unable to find where to enter the redemption number. Normally, there should be a field appear during the booking process to enter the voucher code under the payment option, but sadly I haven't been able to locate it. I've attempted multiple times and have also tried to reach out via phone without success. I'm concerned as my voucher is expiring soon. Your prompt assistance in resolving this matter would be greatly appreciated. Thank you for your understanding. Warm regards, [Initials]

Hello everyone, I wanted to share my recent travel experience. I just landed in Madrid from Mexico City on 09.01.[redacted] on flight AM1, which had a 4-hour delay from its original 19:20 departure time. Unfortunately, I missed my connecting flight UX [redacted] to Munich. Aeromexico rescheduled me on a new Lufthansa flight to Munich departing on 09.01.[redacted] at 18:25. Upon arrival in Madrid, my luggage did not make it to the belt, and I had to rush to catch my connecting flight without being able to file a claim at the airport. Attached are images of my red bag with a name and address label, along with my baggage tag and boarding passes. I am now heading home to Tübingen from Munich as I am a doctor. If found, please kindly deliver my luggage to my address: Dorothea Siegel-Axel Kielmeyerstrasse 3 [redacted] Tübingen Thank you for your assistance. Warm regards, Dorothea

Good afternoon, my name is Rosita from Lima Santana. I made a purchase for a flight from Mexico City to Los Angeles with the pet in cabin service. My reservation code is LYBFRK for Flight [redacted]. I was informed of the requirements for my pet to travel. The issue arose when I arrived at Mexico City Airport with Aeromexico, as they claimed my pet did not meet the age requirements. Despite being 2 and a half months old as per the records, they insisted the pet needed to be older. I even confirmed with a representative on January 9th if there would be any problem regarding the pet's age, and I was assured there wouldn't be. However, upon arrival, my pet was denied boarding, and they rudely mentioned the possibility of euthanasia upon arrival in Los Angeles. This caused me a great deal of distress. I contacted customer service and spoke with Alan Sosa, but the issue remains unresolved due to the lack of ethics and training on the airline's part. I urgently plead for assistance as my pet needs to be with me for an upcoming event, and I cannot afford to rebook another ticket. I hope for a prompt resolution.

Dear team, I made a reservation for three business class seats on a flight from Frankfurt (GER) to Puerto Vallarta (MEX) through Seat24 for €6,[redacted]. The original dates were from March 23rd to March 27th, [redacted]. The order number is LBLCRB and the reference number is [redacted]. After the flight dates were changed, I contacted the hotlines and was advised to cancel the flights for a refund. I followed this advice and rebooked the flights with an agent from the platform. However, I have yet to receive the refund and am facing difficulty resolving the situation. I am willing to rebook the flights through Seat24/AeroMexico, but I have not been provided with clear guidance. The hotlines have not been helpful, directing me back and forth between the airline and the platform. As the trip dates approach, I am concerned about the lack of progress in resolving this issue. Thank you for your attention to this matter.

Hello, I am flying with my wife tomorrow, and I had purchased one piece of luggage for each of us at $60. However, when checking the website today, I noticed that the luggage does not appear as if I never paid for it. The initial reservation number was [redacted], but it changed after I upgraded to premier class to [redacted]. Neither reservation shows the paid luggage. When I paid for the luggage, I did not have an account with Aeromexico, so I did not receive a confirmation email. I do have my bank statement confirming the payments: one for my wife Alexandra's seat on January 31, [redacted], and one for my luggage on January 28, each costing $60. Could you please help us resolve this issue before check-in? Thank you for your assistance.

Good afternoon from Bogotá, Colombia. I wanted to share my recent experience with a flight purchase issue. On January 14, [redacted], I bought a ticket from Bogotá to Mexico with a connection in Madrid, Spain. The flight was scheduled to depart on January 24, [redacted]. The day before, on Sunday, January 23, I received an email from Aeroméxico asking me to bring the card used for the purchase to the airport. I followed the instructions but was informed at the El Dorado airport in Bogotá that my ticket was on hold due to security reasons. I was advised to buy a new ticket if I wanted to travel. Given the urgency, I paid for another ticket at the airport with the promise that the money would be refunded to my card within 48 to 72 hours. However, it's now February 7, and I have yet to receive the refund. I have documentation of the ticket purchases and bank statements showing the payment was made. I kindly request your assistance in resolving this issue promptly. Thank you. Sincerely, Juan Sebastián Acosta Velásquez.

The airline changed planes to cut costs as the original flight wasn't full. The replacement flight was overbooked, leading to seat reassignments and malfunctioning scanners, causing a delay of over 2.5 hours. In Madrid, I missed my connection to Munich, and my luggage was misplaced. After reaching Munich at 10:30 p.m., I missed the last bus to Tübingen, my hometown. This forced me to book a room for the night and purchase a new train ticket the next morning, resulting in a lost workday on Monday. The airline provided no information, assistance, or alternatives, except rebooking a delayed flight to Munich, which was also late, extending my journey by 5 hours.

Hello, good afternoon. My case number is [redacted]9. On 04/02/[redacted], we had a flight from Santiago to Paris, which was unfortunately rescheduled by the airline. This greatly inconvenienced us because the alternative itinerary provided was not suitable. We made the necessary complaints to the travel agency, but the solutions offered were not sufficient. We were kept waiting for a better solution which has not yet arrived. The case was taken by Aeromexico, and we require a response that leaves us satisfied and reassured. We demand a full refund of the ticket price, as is appropriate for a serious and responsible company like Aeromexico. I remain attentive to your response, which I hope will come as soon as possible. Best regards.

Our flight from Ixtapa to Montreal was canceled, and I am trying to reach Aeromexico (confirmation #ZZKMJY) to inquire about the credit amount, usage instructions, expiration date, and applicable flights. However, the provided phone numbers are all in Spanish. Could you please email me the necessary information and offer the most suitable contact number for further assistance? Thank you for your help. - J. Fitzpatrick

Hello, My friend and I have made arrangements for a return trip from Munich to Cancun with layovers in Amsterdam and Mexico City. We need to inform you that we will not be able to make our first flight from Cancun to Mexico City on March 27th, Flight Number AM553 departing at 7:19pm. However, we will be present for our second flight from Mexico City to Amsterdam, Flight AM25 departing at 9:45pm. We will check in online for this flight and intend to use our seats. Passenger 1: Clara Spahn Confirmation Number: QXFJOG Passenger 2: Elisa Wallenta Confirmation Number: FGHSUX Please confirm our request promptly. Thank you.

I purchased three one-way tickets from Seattle to Zacatecas for August 4, [redacted], with a 3:25 flight departure from Seattle to Mexico with a 9-hour layover. Concerned about my checked bags during the layover, I contacted customer service and was advised to pick up my bags in Mexico City for rechecking the next day. I requested a flight change to avoid having my bags during the layover, switching to a 10:00 pm departure time with a 3-hour layover. However, upon checking my email, I discovered my flight was scheduled for today at 10 pm instead of August 4 as originally planned. I kindly ask for this situation to be rectified by correcting my flight to the original departure date of August 4. Elsa G. [redacted]

I am writing to provide an update on my travel situation. In [redacted], I made reservations for a trip to San Luis Potosi, Mexico with my family under the name GIAMPAOLO CASAGRANDE. Unfortunately, the flights were canceled due to COVID-19. After numerous attempts, I am now seeking vouchers to reschedule this trip for the summer of [redacted]. To address this issue, I enlisted the help of a lawyer who contacted "Spazio Aereo (ROMA)," the agency representing AEROMEXICO in Italy, due to the lack of a local airline office. A file has been opened with the reference number "Extrajudicial P_3525 - [redacted]0 [redacted]0 [redacted]." The trip is crucial for health and family reasons, and we are eager to understand the process to utilize our vouchers. Thank you for your assistance.

Hello, I made a reservation for a ticket in the name of Luis Jose Guzman Bravo. My name is Suyen Barahona, and the person who purchased the ticket with confirmation number #HYJZGH would like to cancel it. I spoke to two different representatives who instructed me to go to the airport to cancel the ticket. Since I made the reservation over the phone, I believe I should be able to cancel it the same way. It doesn't make sense to have to go to the airport for this. If someone could contact me regarding this matter, I would appreciate it. Thank you. [redacted]