Aeromexico Customer Service Issues

My flight from Rome to Mexico City in [redacted] was canceled due to COVID-19. I received a letter from Epiq Corporate Restructuring about Aeromexico's restructuring and debt write-offs. I'm unsure how to proceed and have sent my documents to Davis Polk & Wardwell LLP for advice. I am waiting for guidance from them. Thank you in advance. -Rafael JC, Booking MJTMMS.

Hello, I recently flew with Aeromexico on April 21, [redacted]. My flight was AM0003 departing from Mexico to Paris Charles de Gaulle. The flight was delayed by over 2 hours, causing me to miss my connecting flight AF7646 and resulting in additional expenses for me. This delay also caused inconvenience with my work schedule. Here are the flight details and my identity: Name: Loic Bernard Prunier Address: [redacted] Route du Pré Barbier, [redacted] MONTAILLEUR Flight: AM0003 Seat: 27H Booking number: [redacted] I am hoping for some form of compensation from your end and am available for any further requests or information. Looking forward to your response, Kind regards, Loic Prunier

Dear Madam/Sir, I am writing to inform you that my flight from Mexico City to Amsterdam with Flight Number AM 25 on March 31, [redacted], was delayed for more than 5 hours (Please see the attached boarding cards). This delay caused me to miss my connecting flight from Amsterdam to Munich, resulting in an overnight stay in Amsterdam. Furthermore, upon my arrival in Munich, my baggage was not delivered, and I only received it 5 days after arriving. I am formally requesting reimbursement for the cost of my flight and any additional expenses incurred due to these disruptions. I am hopeful that we can resolve this matter amicably without the need for legal action. Please feel free to reach out if you require further details regarding the flights or my situation. Thank you in advance for your attention to this matter. Best regards, Dr. Gholamreza Dadgar Javid Weidener-Str. 7, [redacted] Munich Tel: +49-89 [redacted]6

Good afternoon, I am writing to inform you that I booked a flight for my boss on March 30th of the current year, with a return on April 3rd. I cancelled the flight over the phone on Wednesday, March 29th, yet on the day of the flight, they still called out the passengers. I have been trying to resolve this issue to obtain a voucher for the payment of these tickets as credit. However, to date, I have not received a resolution. My boss travels frequently, which is why I am requesting the voucher to avoid losing the payment. The contact phone number is [redacted] with Alma Hernandez. Email: [redacted] I would appreciate it if you could guide me on who I should contact to solve my situation. The flight was from Mexico City to Mazatlan (round trip) Reservation Code: DQYJJC Ticket Numbers: [redacted][redacted] and [redacted][redacted] I look forward to your response. Alma Hernandez

Hello, my name is Asamaporn P. I'm reaching out regarding ticket number [redacted][redacted] with reservation code KJUWOW on Aeromexico. The record locator is SIESTE (AM). I bought the ticket through Allegro Tours in Panama on May 17, [redacted]. Unfortunately, I couldn't use the ticket on May 19, [redacted], due to testing positive for Covid. I am currently in Cyprus for school and I'm 14 years old. I am kindly requesting a credit of $[redacted] USD to be used on Aeromexico at a later date. Is this possible, and if so, what are the procedures I should follow? My email address is [redacted] Thank you for your attention to this matter. Respectfully, Asamaporn P. *Note: My father, Guy Wright, made the payment for the ticket.

I booked a trip to Ecuador through Expedia, but the flight dates were changed by Aeromexico. The proposed changes are not suitable for me. I need to switch to a departure on October 9th and return on October 29th to Vancouver, maintaining the same reserved seats. Please confirm via email if these changes can be accommodated. Thank you, Malcolm Hayes Passenger(s): HAYES/MALCOLM MICHAEL Expedia.ca Itinerary Number: [redacted][redacted] Aeromexico Confirmation Code: WHBIWY Expedia.ca Confirmation Code: 3XLRX2

Hi there, I booked my flight with reservation number WIYXLT from MGA to YVR for Hayley Veres. I'm writing to confirm that my dog, Chela Bean Veres, is registered as my ESA, but I don't see her added to my new reservation or receipt. I have all her documents ready. I also upgraded my seats, paying $69 for seats 9A and 6C. I paid $99 for 2 checked baggage. Departing on May 15th at 11:55 AM from MGA to YVR. I'm fully vaccinated with AstraZeneca Vaxzevria. My 3.5 kg dog is ready to be received as an ESA upon check-in. I have her rabies certificate and other necessary papers. Can I bring a rawhide bone and toys for her on Aeromexico? I'm having trouble calling Aeromexico from Nicaragua. Your assistance is appreciated. Thank you, Hayley.

Good morning, I am writing to request a refund for the cost of the entire trip with order number 22BV004508 purchased through your agency and for the alternative trip purchased with another company due to the following reasons: -The flight change was communicated to me via email, which ended up in my spam folder, and went unnoticed. -The flight change was also sent to me via an SMS from a sender named "Easy Market," which I overlooked. -As a result of the ineffective communication system, I missed the flight to Paris on 12/5/[redacted], and consequently the connecting flights to Cancun. -Despite multiple attempts to contact you that morning with no response, I had to purchase a flight with another airline to reach Cancun within the original timeframe. -Due to phone calls only being successful later on 12/5/[redacted], I was informed that I couldn't use the return flights as my absence on the initial outgoing flight meant subsequent flights would be canceled. I then purchased a second ticket with another company, only to find out that my return flight was confirmed as originally scheduled. I am available to provide further documentation and look forward to a prompt positive response. Thank you for your attention.

I bought two seat tickets for a flight from Lima to Dallas on May 20, [redacted]. The names on the tickets are Suzanne Fiaccone and Collete Warkentin. The ticket number is #ZSMYGJ, and the cost was [redacted].80. Unfortunately, Aeromexico did not allow us to use these seats. I am requesting a refund. Furthermore, I need to include my Delta frequent flyer number, which is [redacted], to all my flights. My name is Suzanne Fiaccone. Please update my May 11, [redacted] flight from Dallas, Texas, to Lima with a layover in Mexico City, booking number AM/ZSMYGJ, and my return flight from Lima to Dallas through Mexico City on May 20, [redacted], booking reference number AM/ZSUGJ with the same Delta number added. I look forward to your assistance. Thank you. Suzanne Fiaccone.

Good evening, I made reservations for May 24th for 4 children traveling from Mexico to Miami. The agent made an error in the return date for the grandmother traveling with the children from Mexico to Miami on August 6th. They mistakenly put August 9th for the grandmother, selecting the same time but the wrong day. The day they all need to travel TOGETHER is August 6th on flight [redacted] from 1:00 PM to 5:18 PM. The agent made the connection but got the date wrong. I hope to hear back soon. I called reservations, but they said they couldn't do anything without a supervisor. I am attaching a photo of the reservations for the individuals traveling. The grandmother's name is Gloria Gallardo Urias, and the children are Reilly Breyden A., Novalee G. Sotelo. My phone number is [redacted]. I am the mother of the children. They cannot travel alone; they need to come with their grandmother.

Upon my recent trip to Mexico City, scheduled on an Aeromexico flight from Cancun, I encountered a remarkable individual who went above and beyond to assist me during a challenging incident. As a passenger with mobility limitations, I was guided by an attendant named Alphonso from my arrival to my connecting flight to San Francisco, Aeromexico #[redacted]. Unfortunately, due to an empty inhaler, I experienced distress as I was unable to board the flight. Alphonso promptly took me to a medical station where a doctor provided necessary treatment, and he even escorted me to purchase a new inhaler at the pharmacy, ensuring I made it back in time to catch my flight. I am truly grateful for Alphonso's exceptional kindness and proactive assistance in a situation where I was confused and in need. While I recognize I may not have adequately expressed my gratitude at the time, I am reaching out to request that the airline acknowledge his outstanding dedication and support. I hope this message conveys the depth of my appreciation for Alphonso's selfless help during my travel.

On May 27, [redacted], I had a flight from Mazatlan to Portland, OR with connections in Mexico City and Salt Lake City. Due to a delay, I was rebooked on a new itinerary with Alaska Airlines and had to recheck my baggage. I contacted AeroMexico for a refund on my baggage fees as advised by their customer service. I emailed [redacted] with my baggage receipt and reservation code number on May 29th. After not receiving a response, I followed up with a second email on June 7th, but have still not heard back from them.

Due to car troubles, we experienced a delay in reaching the airport on time for our flight scheduled on July 17th, [redacted], at 10:00 PM. Arriving only ten minutes before departure, we were informed by another airline's agent that it was too late to check in with 50 minutes remaining. Upon contacting Aeromexico, the first agent I spoke to was unhelpful and ended the call abruptly without exploring alternative options or allowing me to explain my situation. During my second call at around 9:12 PM, I encountered a language barrier with a female agent, leading to a delay in conveying my issue. Despite my best efforts, it took over 30 minutes for the agent to grasp my situation, further delaying my family's ability to board a timely flight. Subsequent attempts to reach a supervisor were unsuccessful after waiting on hold for over an hour. Multiple agents informed me that we would need to pay an additional $1,[redacted]+ for new tickets, which we cannot afford due to a family emergency involving my mother's ill grandmother. I kindly request assistance in facilitating my mother and brother's travel on a complimentary flight on July 18th, [redacted], considering the urgent circumstances at hand. Your understanding and support in this matter would be greatly appreciated.

To whom it may concern, I made a flight reservation on June 18th under Booking number AQNIHX for flight number AM668 with the following itinerary: - Saturday, October 1st · 09:25 From MEX (Mexico City International Airport) Terminal 2 To SFO (San Francisco International Airport) Terminal I · 11:49 I possess the E-ticket and can forward it upon request. Recently, I received a notification from Gotogate, a part of Booking, stating my flight had been canceled with uncertainty regarding a refund. I suspect this cancellation may be fraudulent. Would you kindly verify the status of my ticket and assist in preventing its unauthorized cancelation? A confirmation from your end may be valuable in case of gate issues due to potential fraud. Thank you, A. R.

I will be flying with AreoMexico from Houston, TX to Merida, Yucatan, Mexico on April 17, [redacted]. I have a 14lb. Maltipoo emotional support dog that I need to bring with me. My primary care physician provided me with a letter stating the need for my dog's accompaniment. Despite not having seen a psychiatrist, I am a clinical social worker in private practice and manage my mental health with my physician’s guidance. My medication includes Duloxetine for depression and Alprazolam for flying anxiety. I have the necessary documentation and licenses. I am seeking confirmation from AreoMexico that my emotional support dog will be allowed to fly with me in business class. My name is Lupita Angela R. from Holland, MI.

Dear AeroMexico Customer Support, I am following up to seek resolution for the incident with my roller bag in Tuxtla Gutierez, Mexico. My Apple Noise Cancelling AirPods were unfortunately taken from my checked bag during handling. This disappointing experience has soured our anticipation of flying with your airline after recently acquiring property in Chiapas, Mexico. I urge you to return my AirPods or compensate their value, as they were nearly new and cost $[redacted], purchased at Costco. Sincerely, C. McGuffey [redacted] S Greenstone Ln Duncanville, TX [redacted] [redacted] I have made several calls regarding this matter and it is well-documented. Despite sending emails, I have received no response, with phone agents providing unhelpful information and even directing me to contact customer service solely via email. This appears suspicious and deceitful. Please advise on a more effective approach to recover my belongings. For my business class flight, I checked three bags, all secured with heavy-duty tie wraps. While the large bags remained intact, the small roller bag holding the AirPods was tampered with, resulting in their theft.

I have flights booked from Orlando to Mazatlan, leaving on September 26 and returning on October 10. Due to an approaching hurricane on September 28 or 29, my husband and I need to be home to assess any potential damage. We plan to travel after the storm, depending on our home's condition. We wish to change our departure to September 30 or October 1, with the return still on October 10. The airline requests a $[redacted] fee for changing the flights, but considering the unforeseen circumstances, we believe this fee should be waived. Thank you, Gillian D.

Dear Customer Service, I am writing to express my dissatisfaction with the service and unexpected expenses I faced during my return journey from Zihuatanejo, Mexico to Montreal, Canada on June 10, [redacted]. Upon arrival at Zihuatanejo airport for my flights with AeroMexico, I encountered delays and missed my connecting flight to Montreal due to the tight transfer time in Mexico City. Despite seeking assistance from AeroMexico personnel, I was directed back and forth between different areas of the airport without a clear solution. Ultimately, I had to purchase a new ticket at a significantly higher cost to reach Montreal the following day. As a frequent traveler between Canada and Mexico, I value AeroMexico's service but believe that the lack of support in this situation warrants compensation for the additional expenses incurred. I kindly request consideration for reimbursement or a travel voucher for future use. I would appreciate an acknowledgment of my complaint and any updates on the resolution. Sincerely, Bernard V. [redacted] +52 [redacted] +1 [redacted]

I need to cancel our flight due to my husband's illness. We purchased insurance through Cheap Guru for our trip as elderly passengers. I reached out to Delta Airlines about our departure from Seattle on October 13th at 5:30, but they had no record of our booking. Cheap Guru mentioned that I am the main ticket holder and Delta may not have this information. To assist you in locating our reservation, our names are Maria L Marin and Juan M Marin, and our confirmation number is CNNRGR. We request a refund for our booking. Kindly contact me promptly. I hope for a swift resolution of this matter. You can reach me at 1 [redacted]. Thank you. Maria.

Hello, I encountered a significant issue with another company and wish to avoid a similar situation. My nephew, who is Colombian, needs to travel to Madrid with a layover in Mexico City. Does he require a transit visa when traveling from Bogota to Mexico? Yesterday morning, Air Canada denied him boarding at the airport for lacking an ETA transit visa. I await your response. Respectfully, F. FILA