Aeromexico Customer Service Issues

Archive 1

The following are issues that customers reported to GetHuman about Aeromexico customer service, archive #1. It includes a selection of 20 issue(s) reported June 18, 2018 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I made several attempts to correct my daughter's middle name by contacting customer service three times. Each time, I was informed that it couldn't be changed since the flight was operated by Delta. I was then advised by Delta to have AeroMexico make the correction through the Code Share Support desk, which turned out not to exist according to AeroMexico. Consequently, I had to purchase a new ticket for my daughter at a higher cost, without receiving a refund for the erroneous ticket. The new confirmation number for the replacement ticket is #KGTZWO. Feeling unfairly treated due to conflicting information from AM and Delta, I seek assistance in resolving this issue as we have a total of five people flying with your company. Thank you. Jon.
Reported by GetHuman-jonhethe on lunedì 18 giugno 2018 23:25
Hello, I have a problem with a reservation. Initially, they asked for my name and I said it was Ricardo Rebollo, but they included "Gómez" in the tickets. My passport only has Ricardo Rebollo, and they warned me this could cause issues during my travels. After much back and forth and confusion, I decided to cancel the reservations with the codes LymiwA-gmENpH as I couldn't get a clear answer. I lost around $[redacted]. I then made new reservations with codes UDQVQQ for August 10th to August 26th priced at $[redacted].15 round trip, and QVXUSY for August 19th to November 3rd priced at $[redacted]. I'm having trouble now as they are asking for more money. Please contact me at [redacted] as I need to sort this out before my August 10th flight. Thank you for your prompt attention. Regards, Ricardo Rebolledo.
Reported by GetHuman912945 on martedì 24 luglio 2018 18:51
Dear Concerned Party, On July 1st, I purchased three flight tickets from Denver to Atlanta, Mexico City, and Veracruz. We faced issues during the initial purchase due to system downtime. Subsequently, we successfully bought the tickets through Delta. However, upon reviewing my credit card statement for August 6th, I noticed charges for six people instead of the three intended to fly on that date. Despite making 13 calls from different numbers, I only received my confirmation number today, August 6th, when I was asked for it during a call. I explained that I never received the initial email containing the confirmation number. The provided confirmation number is VRZXSH, and the passengers are Dolores SJ, Jazmin CL, and Miguel BL. Thank you.
Reported by GetHuman957624 on martedì 7 agosto 2018 02:23
My name is Aleksandr Kreps. My ticket number for the flight from LHR to MEX on September 8, [redacted], is [redacted][redacted]. When I booked, I selected the One Way option for a flight from LHR to MEX on September 8, [redacted], with booking reference P422KU. I was shocked to find a return flight included in my travel documents despite not being shown during booking. This was distressing, and my bank account was blocked due to multiple attempts by Opodo to charge [redacted] euros and [redacted] euros, causing inconvenience. After resolving the issue, Opodo debited the ticket price and sent me a travel document with a return flight I did not request. I am unable to check in with the booking reference P422KU and fear that I may only have a return flight with the booking reference HDJLUT. This situation has been frustrating and ongoing. Opodo recently emailed me about a flight to London on September 8 and offered additional services. I am concerned about their actions regarding my bank account details. I am reaching out to seek assistance as my attempts to resolve this directly with Opodo have been unsuccessful.
Reported by GetHuman-uitelia on venerdì 24 agosto 2018 07:59
Today, I called Aeroméxico to cancel my flight and was informed I would receive a $75 refund. After being transferred to the refunds department and experiencing an abrupt disconnection due to poor reception, I called again. This time, I spoke with a different representative, had to go through security procedures once more, and waited an additional 7 minutes. Despite initially being advised of a refund, I was now informed that I would only be issued a credit note valid for one year. I inquired about the discrepancy in information but was told there were no notes on file. I was instructed to contact the UK number for a refund - a detail that was not communicated earlier. I emphasized the time wasted on hold and the lack of clarity. My request is now for a full refund due to the confusion and inconvenience caused by inconsistent information from Aeroméxico.
Reported by GetHuman-lydiast on sabato 25 agosto 2018 20:16
Hi, I bought two business class tickets for round trip flights from Seattle to Buenos Aires through CheapOAir.com weeks ago. The confirmation code for the Aeromexico flights is QCJGRL. I recently realized that our return flight has a layover in Mexico City for over 20 hours. Flight #31 lands in MEX at 8:30 PM on 01/06/[redacted], while connecting flight #[redacted] departs at 4:45 PM on 01/07/[redacted]. I have some questions before my flights: 1. Will Aeromexico provide a complimentary hotel stay near the airport on the evening of 01/06? 2. Do we have to claim our luggage at MEX airport, go through Mexico immigration/customs, and then check in at a hotel? I contacted CheapOAir.com first, but they advised that only Aeromexico can address these concerns. Since I am currently in Taiwan (GMT+8), I prefer communication via email rather than phone due to the time zone difference. Thank you, - Paul
Reported by GetHuman-yunghosh on venerdì 7 settembre 2018 16:44
Mi nombre es Arturo S. y mi hermano, Andres S., tenía un vuelo programado para el 28/09/[redacted] con el número de confirmación PFLYED. Desafortunadamente, mi hermano falleció y al intentar cambiar su vuelo, me indicaron que debía adquirir nuevos boletos. Traté de contactar Aeroméxico para solicitar un reembolso o crédito por los boletos, pero el número [redacted]9 no responde. Les agradecería mucho su ayuda para resolver esta situación, ya que he adquirido otros boletos con Aeroméxico y los costos del sepelio han sido elevados. Por favor, contáctenme al teléfono [redacted] o a mi correo electrónico [redacted] Agradezco de antemano su colaboración.
Reported by GetHuman-arturo_s on martedì 25 settembre 2018 20:08
Dear Aeromexico, I am reaching out to share my recent experience and request a full refund if my concerns are not addressed within 15 days. My original Booking ID was QWIVR4 for a flight from LAX to Mexico City on August 31, [redacted], and back on September 3, [redacted]. On September 3, [redacted], I arrived at the Mexico City airport early with friends. While at the boarding gate, an Aeromexico attendant requested my immigration papers, which I did not have as I was not informed to retain them. Despite traveling extensively without keeping them before, I was given five minutes to resolve the issue myself. The lack of assistance caused me to miss my flight, and the crew did not provide any solutions. At the customer service desk, I was misled into paying $1,[redacted] for a first-class seat when there was an available economy seat for $[redacted]. This discrepancy in information was frustrating, and I felt pressured into an expensive purchase. I expect a refund for these inconveniences. If I do not receive a response within 30 days, I will proceed with disputing the charge through VISA. I look forward to your prompt attention to this matter to avoid future dissatisfaction.
Reported by GetHuman-nmalnaja on lunedì 1 ottobre 2018 22:23
Good evening, I am Yesenia Perez. My parents, Amparo and Jesus Perez, were supposed to fly from Chicago, Illinois, to Guadalajara, Jalisco, Mexico this morning at 1:40 am. Both senior citizens, they couldn't board because my father, with early Alzheimer’s, mistakenly presented both his Mexican and US passports. The staff noticed the expired Mexican passport, leading to them being denied boarding. Despite waiting at the airport since last night, no resolution was offered. They missed their flight due to this oversight. I hope your airline can reconsider and allow them to travel on the next available flight. As I am far away in New Jersey, I am limited in my assistance. Kindly review this situation and assist them. Thank you for your consideration. Best regards, Yesenia Perez
Reported by GetHuman-jessype on venerdì 5 ottobre 2018 00:28
Subject: Request for Special Consideration for Changing Return Flight #ICZXQJ I am writing to kindly request special consideration to change our return flight from Leon, Mexico to Burlington, Vermont from April 24, [redacted], to March 15, [redacted]. Our circumstances have changed as our daughter is expecting her first child, due on March 27th, and is experiencing a difficult pregnancy, requiring our presence for support during the birth. We believe that making this flight change five months beforehand would not inconvenience Aeromexico financially. Unfortunately, when we contacted a representative, we were informed that changes were not possible, which we found surprising and contrary to our past experiences with other airlines. We have been loyal customers of Aeromexico for ten years, spending significant time in Mexico annually to support the country's economy. However, if our request cannot be accommodated, we may have to reconsider our choice of airline for future travels. We sincerely hope for a positive response to our situation. Warm regards, R. and G. Copeland
Reported by GetHuman1370401 on giovedì 18 ottobre 2018 17:00
Dear Aeromexico Customer Service, I recently traveled from Los Angeles, CA to Chihuahua, Mexico, with a layover in Mexico City, on flights AM18 and AM222 on October 18th. The airline staff requested that all carry-on bags be checked in at the gate. When I retrieved my carry-on in Chihuahua, I noticed that the padlock was missing, there were two additional green labels, and the bag seemed wider. Upon opening it, I discovered that items inside were disorganized, and some items are missing, including two fabric bags containing various earrings, a box of chewing gum, and a new bottle of vitamins. I urge you to investigate with the staff who handled my bag, as I hope the missing items were not stolen. Please assist in resolving this matter promptly. Thank you, Concepcion Aguirre
Reported by GetHuman-chachaag on sabato 20 ottobre 2018 16:55
We were denied boarding our flight to Los Angeles from Mexico due to missing entry forms. Despite acquiring the necessary documents, we were still unable to board, resulting in purchasing two additional tickets and enduring a long layover in Mexico City Airport. We intend to report this incident to the FAA as it seems unjust and unfair. We are requesting a refund of $[redacted].00 for the substitute tickets. Please contact us for further resolution at [redacted].
Reported by GetHuman1391659 on lunedì 22 ottobre 2018 17:48
Hello, I previously sent you an email but have not received a response besides a confirmation with case number [redacted]8. I am in need of a report from you for insurance purposes. To recap, my laptop and charger were stolen from my secured luggage on flight AM0573 on October 21st. The locks were tampered with and replaced with zip ties, and the laptop along with the charger were taken. Although our luggage was not on the same flight, it was eventually delivered to our hotel 12 hours later. The tag number on the baggage was [redacted]. I am currently staying at Now Sapphire Resort, located at Super Manzana, 11 Manzana, 9 Privada Lote 10a, Benito Juarez, [redacted], Puerto Morelos, QR, Mexico. You can reach me at room [redacted] or through the hotel's phone at +52 [redacted]. Please refrain from calling my cell phone due to lack of global roaming, but feel free to contact me through email or the hotel. I understand that retrieving the laptop may not be feasible; however, I urgently require a report from you detailing the incident for insurance claim purposes. Looking forward to your prompt response. Best regards, G. Mitchell
Reported by GetHuman-gcmitche on mercoledì 24 ottobre 2018 11:50
Hello, my name is Israel Ruvalcaba. On Sunday, November 11, [redacted], I flew with Aeromexico from Chicago O'Hare to Mexico City on flight number AM687 with final destination Aguascalientes AM2638. I had two checked bags, but only one arrived. I went to customer service to seek help in finding my missing bag with the tag number AM[redacted]. They asked me to fill out a form for the lost bag and provided me with a phone number for updates. I have tried calling multiple times but no one has answered. I need my bag returned to me at home as initially promised on Sunday, or I require further assistance with my missing bag. Thank you.
Reported by GetHuman1551925 on martedì 13 novembre 2018 16:33
I contacted Aeromexico twice: first to inform them I would be late for my flight and then again to secure another flight when I realized I wouldn't make it in time. The second representative assisted me in booking a new flight, but failed to mention the delay in my original flight. After I booked and paid for the second flight, I received a message about the delay, which led me to realize I didn't need the second booking. I promptly called Aeromexico again, and the new representative helped me revert to my original flight. I am seeking a refund for the flight change fees as I was unaware of the delay at the time of rebooking and promptly rectified the situation as soon as I learned of the delay. I believe the charges should be refunded since the second flight was not utilized, and I only rebooked due to the lack of information about the initial delay. Thank you.
Reported by GetHuman1604787 on giovedì 22 novembre 2018 04:22
Hello, I recently spoke with Elizabeth from your customer service team regarding the unfortunate incident of items being stolen from my mother's bag. Yesterday, on December 17, [redacted], she was on a flight from Guadalajara to Los Angeles. Upon arrival, she discovered that some of her belongings, including an Apple iPad and jewelry, were missing. This experience has been upsetting and unprofessional, especially considering we have never had issues like this when flying with AeroMexico. The missing iPad is particularly sentimental as it belonged to my late grandmother, containing irreplaceable memories and photos. We have attempted to locate it through iCloud but have been unsuccessful so far. We are hopeful that it may have been turned in as lost or stolen. Any assistance in recovering the iPad would be greatly appreciated. Kindly provide an update on the matter via email or phone. Thank you, Stephany H.
Reported by GetHuman1789736 on mercoledì 19 dicembre 2018 02:33
Hello, I am scheduled to travel with my husband from Amsterdam to Cancun next Monday. Dealing with cancer over the past few years, this trip is particularly special as my condition has spread, and time is uncertain. Regrettably, my husband cannot join me due to work commitments. Despite his efforts, it's a definite no. Feeling disheartened about traveling alone, I wonder if there is any way for my son to use his ticket. I understand the ticket is non-transferable, but I implore you to make an exception given my circumstances. The cancer has affected my brain, and this holiday means the world to me. I am willing to provide medical proof to support my request. Flight details: Reservation code AJAETF Passengers: Barbara Vegers and Orkun Samioglu. However, Orkun, my husband, is unable to travel. Is it possible for my 19-year-old son to take his place? Thank you for your understanding. Best regards, Barbara Vegers
Reported by GetHuman1790847 on mercoledì 19 dicembre 2018 08:57
In August, I made reservations for my family for December 22nd, traveling from Tj to Queretaro. Everything seemed fine when I documented my group on December 2nd. However, on December 19th, when I called to purchase tickets for CBX, a nightmare unfolded. One of my daughters was separated and sent alone on a different flight because an agent mistakenly resold her ticket. Despite my pleas, they couldn't honor our original reservations. The only solution offered was for me to take her place on a flight to Monterrey and then to Queretaro to be with the rest of the group. This experience has shattered our long-awaited dream of traveling together as a family after 25 years of waiting for legal residency. The added expense of rearranging transportation, especially with a minor under my custody, has left us heartbroken. Aeromexico, you have deeply disappointed a very sad family with this unfortunate situation.
Reported by GetHuman-gomezest on giovedì 20 dicembre 2018 21:38
I'm Alban Lee. I had a flight booked from Mexico to England through another airline for Christmas, but due to the chaos at Gatwick airport, it was canceled. Feeling pressured, stranded in Houston airport after flying from Mexico, I had to book an over $[redacted] Aeromexico flight back to Mexico. Soon after booking, I found out I could fly to England, so I canceled the Mexico flight, likely losing the seat to someone else. Requesting a refund due to this stressful situation and seeking legal advice. I canceled the flight within 24 hours of booking it. Best regards, Alban Lee.
Reported by GetHuman-albanlee on domenica 23 dicembre 2018 21:42
[redacted] January 3, [redacted] Dear Sir or Madam, I regret that I am not able to write much in Spanish. However, I would like to express my deep appreciation for Aeromexico Airlines and Mexico. I am a 70-year-old American woman who encountered travel complications on December 16 while flying from Erie, Pennsylvania to Tuxtla Gutierrez due to fog in Chicago. Despite being rerouted by United via Houston to Mexico City, my boarding pass for the Mexico City to Tuxtla flight was not updated. A kind Aeromexico staff member assisted me by contacting United and ensuring I received the correct boarding pass. His empathy and support prevented me from spending the night in the airport, for which I am incredibly grateful. Traveling can be stressful, but the exceptional help I received from your employee truly made a difference. I look forward to revisiting Mexico, a beautiful country with wonderful people. Sincerely, LS Erie, Pennsylvania
Reported by GetHuman-lschaffn on venerdì 4 gennaio 2019 02:37

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