Aeromexico Customer Service Issues

Hello, I made my booking on September 29, [redacted], for flights with Aeromexico. When I visited your website to select seats, I discovered that two of my flights have been altered. I am curious about the reason for this change and if there is a possibility to reverse it. The original flights I booked were scheduled to arrive in Acapulco at 09:55, which was crucial for my plans. However, the new schedule shows me arriving in Acapulco at 13:35, resulting in an 8-hour and 55-minute layover. This adjustment extends my total journey time to over 26 hours, which is disappointing. I am hoping that my initial flight schedule can be restored. If this adjustment is permanent, I would appreciate either an upgrade for my long flight or access to the airport lounge. Thank you, Mark L.

Dear Aeromexico Customer Service Team, I am writing to address an issue with tickets purchased in November [redacted] under booking number BQRTXI. The two roundtrip tickets for Edeline Pradel and myself, Margarette Pradel, were for travel to Puerto Vallarta, Mexico from New York on January 8th, [redacted], returning on January 14th, [redacted]. Unfortunately, due to COVID-19, the flights had to be cancelled, and we were issued open tickets valid until January [redacted]. I am looking to possibly utilize these open tickets for a roundtrip within the USA, specifically from New York to either Washington DC or Baltimore, MD. I kindly request confirmation on the feasibility of this or information on obtaining a refund for both tickets. I appreciate your prompt assistance and understanding in this matter. Thank you, Margarette Pradel

To AeroMexico, Subject: Baggage Claim for Damaged Luggage Dear AeroMexico Team, I am writing to inform you that during my flight AM [redacted] from Mexico City, Mexico to Montreal, QC, Canada on Tuesday, October 18, [redacted], my baggage was damaged upon arrival at the Montreal-Pierre Elliott Trudeau International Airport. The wheel of my suitcase is falling off, and I can provide pictures upon request. As per the Montreal Treaty, I am entitled to compensation for the damage my baggage sustained during the flight with your airline. I am holding AeroMexico responsible for this and kindly request a reimbursement of $[redacted] to be made to my account number within 14 days. If I do not receive the requested compensation, I will have to consider initiating a procedure for minor claims. Thank you for your attention to this matter. Sincerely, Yuliia K. [redacted] Flannery Dr K1V 9R5

I am requesting to cancel two 3rd class flight tickets from Orlando, Florida, USA to Mexico City, Mexico due to unforeseen circumstances. These tickets are for my elderly father, who has injured his foot and is unable to travel. I understand they are non-refundable, but I am seeking either a refund or a travel voucher based on the situation. The Confirmation Code is #CPYLIE. As the tickets are for my father and stepmother, I kindly ask for assistance in processing the cancellation and refund options. Please contact me via email at [redacted] or phone at [redacted]. Thank you for your understanding and cooperation. Samuel E.

I have a credit with Aeromexico for €2,[redacted].75. Unfortunately, due to financial issues, I won't be able to use it this year. The flights available to me depart strictly from Mexico, with no options from Paris or any other European destination. This means we can't afford a high-budget trip that originates from Mexico. Considering the round-trip costs for three people, the total budget goes up to €3,[redacted].

To whom it may concern, I kindly request the cancellation and refund of the following reservation: Reservation Code: ZNHRTC Name: OLGA DEL CARMEN BARRERA KAT FLIGHTS DATE FLIGHT DEPARTURE ARRIVAL 06-Nov-22 AM [redacted] MEXICO CITY 16:45 SAO PAULO 05:25 07-Nov-22 AM [redacted] SAO PAULO 07:10 RIO DE JANEIRO 08:15 12-Nov-22 AM [redacted] RIO DE JANEIRO 08:00 SAO PAULO 09:05 12-Nov-22 AM [redacted] SAO PAULO 10:25 MEXICO CITY 16:50 The aforementioned cancellation is necessary as Ms. Olga del Carmen Barrera Kat is unable to travel by air due to health reasons. A recent medical assessment today revealed an exacerbation of her asthma condition and a decompensation of her systemic arterial hypertension, both of which are underlying health issues. For your review, I have enclosed a medical certificate issued by the Head of the Medical Department of the Superior Audit Office. If a cancellation and refund are not possible, I kindly request authorization for an open ticket to be used when Dr. Barrera is in better health. I appreciate your prompt and kind assistance. Sincerely, Ing. Silvia Castro García Services Department General Directorate of Material Resources and Services [redacted] Tel: (55) 52.00.15.00 Ext. [redacted]

Hello! I have a reservation with the number KGYPEX for a flight from Milan MXP to Acapulco ACA on November 5th, [redacted], returning on November 10th. There are two passengers on the booking, myself, Guido Cavalleri, and Maria Assunta Vettorazzi. I have paid for all the seats I selected, but there seems to be an issue with seat 14G for the journey from Paris GDG to Mexico City MEX, as it does not correspond to my initials, GC. All the other reserved seats are correct. I am looking forward to your response. Thank you. Guido Cavalleri

Bonjour à tous, je souhaite partager mon expérience récente avec Aeromexico. Je me suis rendue au comptoir pour mon vol de Montréal à destination de Huatulco. L'agent au comptoir a refusé d'enregistrer mes bagages, affirmant que j'en avais trop, malgré que j'avais vérifié au préalable et respectais les limites de bagages. Après avoir perdu mon vol et appelé en vain au 1-[redacted], on m'a demandé d'envoyer un e-mail pour obtenir de l'aide. J'aimerais obtenir un remboursement pour mon billet, car je me suis présentée à l'heure et ne comprends pas pourquoi mes bagages n'ont pas pu être enregistrés. Cordialement, Manon Deslandes. Mon numéro de billet est le [redacted][redacted] 5.

On November 4th, our Aeromexico flight AM [redacted] from OAX to MEX was delayed due to turbulence, causing us to miss our connecting flights from MEX to MAD and then from MAD to FCO, Rome. Despite having business class tickets, we were reassigned to two economy seats on IB [redacted], arriving in Rome five hours later than planned. Upon arrival in FCO, we only received one of our four checked luggages. We reported the missing bags to Aviation Services S.P.A. - Ufficio Bagagli, who directed us to Iberia. Unfortunately, Iberia has yet to locate our luggages. We are also unsure how to seek reimbursement for being downgraded to economy despite holding business class tickets.

My name is Manon Deslande. My email address is [redacted] I went to the counter at Montreal airport. The employee only spoke English and refused to check in my luggage because he said I had too many bags. I had a lot of luggage but I did not exceed the permitted limit of 7 bags of 23 kilograms each. I had 4 large bags of 23 kilograms each and my permitted hand luggage. He took my ticket with number [redacted][redacted] for my departure on November 2, [redacted], at 23:10, and gave it back to me saying I had too much baggage. I arrived around 9 PM and my departure was at 23:10. I don't understand why he refused my boarding. I am very disappointed with your employee. I want another ticket as soon as possible.

My niece's husband, Tonny Jose Zamoran Gutierrez, departed Madrid, Spain on 11/19/[redacted] on AM [redacted] and was scheduled for a connecting flight AM [redacted] from Mexico City to Managua, Nicaragua. His family is concerned because he did not arrive in Nicaragua, and there has been no communication with him since he left Madrid. The confirmation number for his trip is HNNNNICI. Despite their attempts to contact him on his cell phone and AeroMexico from various locations, including Spain, Nicaragua, and Florida, they have not been successful. He checked luggage in Madrid, so it may have reached Nicaragua. The family is eager to confirm if he boarded both flights or just the one to Mexico City and the status of his luggage. They haven't heard from him since he was dropped off at the airport in Madrid. For any information, please reach out to Blanca Zamoran at +34 [redacted] [redacted] [redacted]. Your prompt assistance is greatly appreciated. Thank you. Dinah Garson

My Aeromexico (AM) flight experienced a 10-hour delay due to mechanical issues, resulting in an unexpected hotel stay. Despite my credit card company's promise to reimburse the hotel expenses as a benefit, they require a statement from AM confirming the mechanical problem. I have made numerous attempts to contact AM through phone calls and written requests on their website, but unfortunately, I have not received any response in almost a month. How can I prompt a reply from AM regarding my request for documentation?

Lost Luggage I flew on Monday, December 5th, [redacted] from Managua via CDM to Frankfurt. On flight AM [redacted] with A E RO ME X I C O. In Mexico, Immigration took me for "Secondary Inspection," causing a delay of several hours. When we were finally taken to the gate for the Lufthansa flight to Frankfurt, our documents were returned to us. It turned out that the baggage tag from the luggage en route from Managua via CDM to FRA, Germany, was lost. This tag was inside my passport. Upon arrival in Frankfurt, my luggage did not arrive. I am currently in the process of searching with Lufthansa, which is proving difficult without the baggage tag. They do not have a digital search method without it. My question to you is, does AM have a third place where they store the luggage number sent? The first place is logically the luggage itself, the second is the lost baggage tag, and the hope is that you in Managua or in your computerized system usually store the number of that tag or the square code that needs scanning. It would be a huge help if we could identify that number or code. My ticket was in my name as follows: SCHNEPEL/GERD HINRICH MR with reservation code VMAQNO and airline codes SHPHFH (AM), W4 MUBB (LH). E-ticket [redacted][redacted]. Thank you very much in advance. Sincerely, Gerd-Hinrich Schnepel

I purchased premier tickets that included baggage for our flight. However, when attempting to check in 24 hours before the flight, the app required me to include baggage to proceed. I added the baggage and was charged $83 for each of the 2 bags. At the Aeromexico airport desk the next morning, I was issued a baggage receipt and informed I could request a refund by calling or emailing. I have copies of the baggage receipts, baggage tags, and flight stubs.

I bought my airline tickets and also reserved seats for the return flight to secure exit row seats. However, due to numerous flight changes by the airline, I no longer have the seats I initially paid for. I am requesting a refund for the seats I can no longer have. Ticket Reservation: GJGGJR Passenger Names: Natalie F. and Joey J. DOB: Nov 5, [redacted] Email: [redacted] Thank you.

I have been a member of Club Premier for many years and currently enjoy Titanium Status. My account number is [redacted]03. Unfortunately, my account appears to have been locked, and I am unable to access it. Although I have not changed my password or PIN, the system no longer recognizes them. This situation is concerning as I cannot check my balance or redeem my Club Premier points for a flight. Despite attempting to use the "Forgot my password" option, I never receive the promised email link to reset it. Contacting customer service via telephone has proven futile as I cannot reach a live representative after trying all available menu options. After reaching out to Aeromexico, I was instructed to provide my ID, which I did. However, I have now been asked to submit a signed letter and color photos of my ID. My main request is for assistance in resetting my password and reactivating my account. I am located in Acapulco, Mexico, and can be reached on my Mexican mobile at (+52) 55 1[redacted]. Your help in resolving this matter would be greatly appreciated. Thank you and best regards, PHILIP HUTCHINS

Hello, My name is Salome Flinn, and my reservation number is LTVMWQ. My itinerary involves leaving Lima, Peru on December 18th for Mexico City on flight number AM0049, then continuing to Seattle, Washington. I am currently one of the people stuck in Machu Picchu. We have been informed that we will have the opportunity to depart from here to reach Cuzco on the 19th of December, and then from Cusco back to Lima. Therefore, I am in need of accessing your website to manage my reservation. Sincerely, Salome Flinn

I have been struggling to receive my refund from AeroMexico since April [redacted], and today, it's already December 19, [redacted]. Despite numerous calls and emails to the customer service team, as well as interaction through Facebook Messenger, I have not received my money back. Various cases have been opened and closed, each time with the assurance that the refund is on its way, but nothing has materialized. Representatives like Juventino Olivas Leyva and Cipactli Luna have opened and closed cases, each promising a resolution within 20-30 days, but the refund has not been processed. Even after providing Bank Statements as requested, no progress has been made. It has been a frustrating experience with AeroMexico making empty promises and asking for more wait time with each communication.

I have an inbound flight from Madrid to Lima via Mexico City on January 19th and an outbound flight from Lima to Madrid via Mexico City on February 4th. I booked my tickets on Skyscanner, and the check-in number is KOACAU. Due to the political situation in Peru, I want to cancel my flight to Lima and stay in Mexico City instead. I purchased my ticket before the dangerous situation arose. I need assistance changing my flight and due to the current circumstances, I would like to change my destination, receive a refund for the Mexico City-Lima and Lima-Mexico City tickets. I eagerly await your response. Merry Christmas! - Claudia K.

Hello, We booked our flights on Aeromexico through MY TRIP for July 16, [redacted]: Paris- Madrid and Madrid-Cancun (booking reference: LF5JNS). Unfortunately, we were unable to make the prior flight as we could not reserve a seat the day before departure from Madrid to Cancun. Despite multiple calls to both your airline and Mytrip, we had to purchase last-minute tickets at a high cost from another airline to attend our grandson's baptism. We reached out to inform you of the situation but received no action from you: no refund or explanation provided. We are requesting an attestation from you regarding the reimbursement or non-reimbursement of airport fees, as it is required by our insurance. We look forward to hearing back from you. Best regards, Christine and Hervé GILLET 48 Rue de la Grande Pièce [redacted] Saint Sébastien sur Loire