Aeromexico Customer Service Issues

I have noticed unauthorized charges on my ATM card made by an employee at Aeromexico without my consent. Multiple charges have been occurring since 11/8/[redacted]. I am upset as I have been unable to reach a live person and have received poor customer service. I am Erica Limon and I demand an explanation as to why my card was compromised by an Aeromexico employee. I am frustrated as the airline was unhelpful when I contacted them, each time directing me to an email system. This treatment is unacceptable from a company towards its customers. I anticipate a prompt response to this matter.

I am writing to request a refund of $[redacted] (approximately $[redacted] USD) for a ticket I had to purchase following the cancellation of Aeromexico's flight [redacted] on January 2, [redacted], from Culiacan to Mexico City. This cancellation caused me to miss my connecting flight to Boston later in the day. Aeromexico cited bad weather in Mexico City as the reason for the cancellation. Despite this, I observed Interjet, another national airline, continued operating flights that day. After waiting for two hours to be re-ticketed, I was informed that the next available flight to Mexico was not until Friday. I opted to purchase a ticket on Interjet at the cost mentioned above and rescheduled my trip to Boston for January 3. I attempted to contact Aeromexico but was provided with inaccurate information by their ticket agents and employees, leading to confusion and frustration in resolving the issue. Despite submitting complaints through their website, I have yet to receive any response or reimbursement as promised.

We have upcoming flights with Aeromexico booked through Travelocity for March 15 and 19. Unfortunately, there was an oversight on our part, and our middle names were not included on the ticket. This has resulted in a mismatch between the names on the tickets and our passports. We are willing to cover any costs associated with correcting this error. We can provide copies of our passports to support the requested name correction. The ticketing code is XSTYLM. The correct names for the tickets are: - Shane Lee Hieronimus - Pamela Kay Hieronimus - Matthew James Bradfield - Angela Rae Bradfield We appreciate any assistance you can provide in resolving this issue promptly. If you need further clarification, please reach out to me at (US phone number) [redacted]. Thank you for your attention to this matter.

Hello, we received an email from the airline regarding changes to our flight to Cancun. We are a group of 7 people traveling, including a child, so it's important for us to know about any modifications. Could you please provide details about the changes in English at your earliest convenience? Thank you. - Maria B. Email: IMPORTANT: THE AIRLINE HAS INDICATED A CHANGE IN YOUR FLIGHT. PLEASE REFER TO THE ATTACHED UPDATED ITINERARY. EDREAMS EDREAMS RES. CODE: RZJH7N PASSEIG ZONA FRANCA [redacted]-[redacted] DATE: 07 MARCH 2[redacted]8 BARCELONA BARCELONA RAISA/BOROVYK SPAIN FLIGHT AM [redacted] - AEROMEXICO TUE 25 JUNE [redacted] OPERATED BY: AEROMEXICO, AM ----------------------------------------------------------------------------- DEPARTURE: MADRID, ES (ADOLFO SUAREZ BARAJAS), TERMINAL 1 - 25 JUN 23:25 T1 ARRIVAL: MEXICO CITY, MX (BENITO JUAREZ INTL), TERMINAL 2 26 JUNE 04:10 AIRLINE LOCATOR: AM/LEEJHV CONFIRMED BOOKING, ECONOMY (R) DURATION: 11:45 - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - ALLOWED BAGGAGE: 1PC FOOD: COMPLIMENTARY ALCOHOLIC BEVERAGES/HOT MEAL NON-STOP MADRID TO MEXICO CITY AIRCRAFT: BOEING [redacted]-9 FLIGHT AM [redacted] - AEROMEXICO WED 26 JUNE [redacted] OPERATED BY: AEROMEXICO, AM ----------------------------------------------------------------------------- DEPARTURE: MEXICO CITY, MX (BENITO JUAREZ INTL), TERMINAL 2 26 JUNE 07:15 ARRIVAL: CANCUN, MX (INTERNATIONAL), TERMINAL 4 26 JUNE 09:52 AIRLINE LOCATOR: AM/LEEJHV CONFIRMED BOOKING, ECONOMY (R) DURATION: 02:37 - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - ALLOWED BAGGAGE: 1PC FOOD: BEVERAGES NON-STOP MEXICO CITY TO

I arrived at the CBX bridge tonight for my 11:50 PM flight to Mexico City, with a final destination of Liberia. The lady at the front desk asked if I had received their call or email, to which I replied that I hadn't. She informed me that the flight was cancelled and rebooked me on a flight leaving from San Diego the next morning. While this was a great solution, I had just spent $85 on transportation and $15 on the one-way CBX bridge fee, totaling $[redacted]. I never received any prior notification, so I am unsure about what communication she was referring to. I am requesting reimbursement for the $[redacted] I lost tonight due to this inconvenience. My name is Justine Woiwode, and I can be reached at [redacted] or via email at [redacted]. Thank you.

Dear Dr. Conesa, I wish to address a concerning incident my son and his family encountered with your company last Thursday. They were denied boarding for their flight to Guatemala due to an issue concerning the name on the tickets as it differed slightly from the names on official documents. Despite the availability of a staff member who could have rectified the situation, they were not provided assistance. This has been incredibly distressing, especially considering the circumstances involving my young grandson's battle with cancer. Attempts to contact customer service and the purchasing agent were futile, leaving them stranded and unsupported. The lack of empathy and resolution offered is disheartening, with the company demanding additional payment for new tickets. This treatment feels unjust and lacking in integrity. I urge for a fair and prompt resolution to this matter so that my daughter-in-law and grandchildren can have the opportunity to visit their grandparents without further hindrance. Thank you for your attention and understanding. Sincerely, Mary Buffington

Hello AM Luggage, I'm reaching out regarding our lost Blue ‘North Face’ carry-on duffel bag from Flight No. AM [redacted] from Mazatlan to Mexico City on Tuesday, March 26, [redacted]. We reported the missing bag to the Aeromexico agent at Terminal D IAH at 7:00 p.m. on March 26, [redacted]. The Aeromexico agent mentioned that the Blue ‘North Face’ duffel bag should have arrived in Houston and be ready for pickup by 2:00 p.m. on March 27, [redacted]. However, we haven't received any notification from the IAH Aeromexico representatives. The bag has a name tag matching the Signature line in this email. Could you please provide an update on when we can expect to pick up our Blue ‘North Face’ duffel bag at IAH Houston? You can reach us at +1.[redacted]. Thank you, Danny

Hello, my name is Ingrid Cruz. I arranged a flight for my in-laws to visit us in March and depart in April with Booking Number 3[redacted]. They both rely on insulin, are elderly, and have mobility challenges, so we always book non-stop flights and provide wheelchairs. I used my American Express which offered competitive prices and excellent service. Recently, I received an email informing me that their return flight has been rescheduled to a much later time, which is not feasible for us. Despite our efforts, we couldn't find an alternative non-stop flight on the desired dates. This situation is concerning as they will arrive in Mexico very late at night. We need a prompt resolution, either by offering a suitable alternative or a refund for the return flight. If a resolution is not possible, we will need to consider alternative airlines. Your assistance in this matter is greatly appreciated.

My girlfriend booked a vacation through eDreams. Being in Newfoundland while she's in Vancouver, we encountered flight issues due to a court emergency and cancellations post-Boeing incident. Attempts to alter the flight through eDreams were unsuccessful, prompting direct contact with Aeromexico. The airline also confirmed the inability to change on March 25. After discussions with a supervisor, it was advised to split the ticket for a direct flight to Merida. Despite assurance, upon attempting to return to Vancouver on April 5 at 2 pm, it was discovered my return flight was resold, leaving only a first-class seat at $[redacted]. I now face uncertainty getting back home with double payment for the same seat and baggage fees. Seeking resolution for a seat on the original flight or a refund for the flight and baggage expenses.

Case Number: [redacted]1 Customer Initials: C.S. Email: casundell@ yahoo.com I am writing regarding the damage to my baggage on flight [redacted]. Following Aero Mexico's instructions to provide photos of my credit card, passport, boarding pass, and bag tag, I was advised against doing so by my credit card company. I reached out on March 27 to request an alternative method for resolution, but have not received any further communication. I am eager to settle this matter promptly so that I can replace my damaged luggage before my upcoming travels. Thank you for your prompt attention to this issue.

Hello, my name is Maria M. I was scheduled to fly with Aeromexico from GDL to TIJ on April 18, [redacted], Flight [redacted]. I had recently undergone surgery and my doctor cleared me to travel. When I requested a wheelchair at the airport due to my surgery, the staff asked me personal questions and demanded a letter from my doctor, causing delays and ultimately preventing me from boarding the flight. I had to purchase a ticket from another airline to get back home, costing me almost $[redacted]. I am seeking a round trip ticket to cover the missed flight and the expense of the new ticket, along with an apology from the staff. Please reach out to me at [redacted]. Thank you.

On Wednesday, April 10, [redacted], while preparing to board AM616 from Mexico City to Toronto for a 5:30 pm departure, my companion was informed she needed an immigration slip to board. An Aeromexico representative instructed us to quickly obtain the slip, assuring us the flight would wait. We rushed to get it and returned to the gate around 5:40 pm. Unfortunately, we were told the flight had left without us. Surprisingly, there were no announcements calling our names to board, as is typical procedure for late passengers. I am seeking a full refund of the $1200CAD my partner had to pay for alternative flights on her credit card. I found Aeromexico's handling of the situation negligent, disrespectful, and lacking professionalism. Both representatives we interacted with were impolite and failed to provide adequate assistance to two paying customers. I trust a suitable resolution will be reached promptly.

My luggage, an American Tourister valued at [redacted] euros, was damaged while I was traveling with your company. Upon landing in Thessaloniki, I reported the missing luggage to Skyserv Handling Services under the reference number SKGV11118/28APR19/1146GMT. Due to flight disruptions caused by an electric storm in Mexico City, I was rerouted multiple times, eventually arriving in Thessaloniki on 28-04-[redacted]. Unfortunately, upon receiving my luggage in Kozani on 29-04-[redacted], I found it significantly damaged in three areas. Skyserv Handling Services requested a communication from you regarding the damage. I have a forthcoming trip and urgently need a suitcase. Your prompt attention to this matter is greatly appreciated. Thank you.

Hello, my name is Adriana Godinez. Last Friday, on April 26th, I made a reservation over the phone for my son, Jesus Godinez II. During the call, the agent quoted me a price of $[redacted] for the plane ticket, which included a $[redacted] fee for flight attendant services. I was not informed of any extra charges, and when I questioned why the price was higher than the online price of $[redacted] for a round trip, the agent simply mentioned that online and phone prices differed. Despite this discrepancy, I proceeded with the reservation. Upon receiving the receipt, it showed a total of $[redacted], revealing hidden fees of $[redacted]. After contacting customer service on Saturday, another agent identified additional charges of $15 for phone reservation and $35 for concierge service, which I did not approve. The agent assured me they would investigate after reviewing the call recordings and requested me to follow up within 24-72 hours. I contacted them today, April 30th, but have not received an update. I seek advice on how to obtain a refund for the unauthorized $35 concierge service charge promptly. I find this situation unacceptable and believe it needs immediate resolution for the inconveniences caused. Reservation # CMFJFK Reservation Name - Jesus Godinez II Thank you in advance for your assistance. Adriana Godinez

I need to change the dates of my mother's flight from May 13 to May 18 from Guadalajara to Boise, Idaho. Due to a family bereavement, she couldn't travel on May 2 as planned. After changing the dates to May 9, she now requires additional time to return from Mexico to the USA so she can spend more time with family there. She wishes to reschedule the flight for May 18 under the name Maria Elda Monreal Solorio. Thank you for your assistance. Eneira L.

I purchased round trip tickets for my mother-in-law from Mexico to Boston. Her name is Brigida R. Gonzalez, born on 11/14/[redacted]. The reservation code is ZSGEYW, and the airline reservation code is JJ5DA3. I made the reservation on April 15th. Despite having emails with confirmation codes from Aeromexico and proof of purchase on my bank statement, Brigida was unable to check in this morning (5/9/19) as Aeromexico claimed the tickets were never bought. She had to buy new tickets at the airport. I am seeking a refund for the original $[redacted].18 charge on 4/15/19. I can provide my bank statement and the confirmation emails if necessary.

I flew from TJ to New Mexico on my way to Panama and checked in three bags. Unfortunately, one bag with merchandise, including new clothes displaying my company's logo valued at over $[redacted], is missing. Despite reaching out to Aeromexico and New Mexico Airport via various phone numbers, I have not received a satisfactory response. This issue has not occurred during my previous trips to Panama. I urgently need assistance in locating my missing bag. Please reach out to me at [redacted] or via email. Thank you for your prompt attention to this matter.

Hello Aeromexico customer service, I am writing on behalf of Nico. In April, a flight was booked from Los Angeles to Monterrey with Aeromexico as a connecting flight from Europe. The purpose of the trip was to visit grandparents in the L.A. area for a few days before continuing to Monterrey. Due to a family emergency with an ill grandmother, Nico needs to extend the visit until August 1st. The original flight was booked under a basic fare, and changing the date is not allowed. Nico is kindly requesting to shift the flight from July 29th to August 1st, even if there is an additional cost involved. As a student, Nico cannot afford to book a new flight. Any assistance you can provide would be greatly appreciated. Thank you for your understanding and help. Sincerely, Nico

Estimados señores, Quisiera informar que debido a problemas de salud, no podré utilizar mi pasaje de Buenos Aires a Cancún con escala en México. Aunque mi boleto no es reembolsable, he comprado cuatro pasajes de ida y vuelta para mi familia y yo. Sin embargo, por motivos médicos, me es imposible viajar. Mi familia viajará con una amiga que los acompañará, habiendo tenido que adquirir un pasaje a un precio considerablemente mayor al original. Solicito una excepción dada la circunstancia y confío en la reputación de su aerolínea para encontrar una solución adecuada. Adjunto mi certificado médico para respaldar mi solicitud. Atentamente, J. J. Rodríguez Fontana

Today, my son was supposed to catch flight #WUHTO. He arrived at the airport three hours early, but at check-in 1 hour and 30 minutes before the flight, the staff member was unhelpful. The employee mentioned the requirement of arriving 3 hours early and checking in luggage. Regardless, when my son asked for assistance, he was told to call the company to change the flight. Feeling discriminated against because of the employee's behavior, my son alerted me, and I called both Aeromexico and Delta about the incident. It was frustrating to see only two employees managing both airlines at the same counter. As a loyal customer who frequently flies with Aeromexico, spending thousands of dollars, it's disappointing to experience such poor service. The staff member involved was named Hasham. I hope this feedback prompts a change in the situation.