Aeromexico Customer Service Issues

AM Record locator number: ZWQULN Dear Sir/Madam, I am scheduled to fly back to the United States (Las Vegas) on July 10 at 12:15 am on Flight No.19. Unfortunately, I have been experiencing severe diarrhea since this morning and the doctor advised me against traveling until I recover. I am feeling weak and unwell. I kindly request your understanding in waiving any fees so I can focus on recovering before returning home. Please contact me at [redacted] or call me at [redacted]. Thank you for your assistance. Sincerely, Lucero Zapata

Hello, I am Roger C., and my wife, Susie, and I traveled from Leon to San Antonio with Aeromexico on July 12. Our Confirmation Code is RRBKRA, and the E-ticket numbers are [redacted]92 and 93. During our flight from Leon to Mexico City, our plane had to wait on the tarmac for an hour due to a lack of available gates, causing us to miss our connecting flight. Aeromexico offered us two choices: an extended journey with multiple connections or taking the same flight on July 13. We opted to wait a day and rebook for the next day. I intended to inquire with the ticket agent about the possibility of the airline covering our overnight accommodation expenses, as I have heard this is a common practice. However, due to the language barrier, I decided to address this matter once I returned home. We stayed in an economical room near the Zocolo for 1,[redacted] pesos. Would it be possible for Aeromexico to reimburse this amount? For further communication, please contact me via phone at [redacted] or email me at [redacted] I appreciate your assistance in resolving this matter. Although the delay did not upset me, I kindly request reimbursement for the hotel stay as a gesture of fairness. Thank you for your attention to this issue. Best regards, Roger C.

Hello, on July 15th, I made a flight reservation to Puerto Vallarta from Tulsa, Oklahoma through a travel agency. The booking is for Elva Luz P., who sent me her bank card and ID via message which I forwarded to the agency. They made the reservation with the ID, but later we noticed that Elva Luz P. has her maiden name on the ID and her married name on the passport. I have doubts about this, that's why I'm writing to you. Normally for international flights, a passport is required, so I'm confused how they processed Elva's reservation without asking for her passport. The reservation was made by the agency through Imacop. Elva went to the Tulsa airport and they wouldn't let her board with both IDs and her divorce certificate. The agency told me they reached out to you but you refused to change the last name. Elva was supposed to travel on July 28th. My plea is if you could please fix this or provide some refund. Please!

I recently booked flights from Toronto, Canada to Guadalajara, Mexico through Mexico City for August 20-27, [redacted]. The total cost was $[redacted].62 CAD, and I completed my purchase. After receiving an email saying my reservation was on hold (Confirmation #LGSZDL), I tried to contact AeroMexico but could only find a Mexico number, making it difficult as my cell phone lacks an international plan. Eventually, I reached an attendant named Maxi who explained that due to updated prices, my flights would now amount to $[redacted].57 CAD, with a charge of $[redacted].90 USD equivalent on my card. It was surprising to find out later that the company I was dealing with was not AeroMexico but a California-based company called Flight Master. They requested sensitive information and I decided to cancel the booking. Given my parents' situation in Mexico, I need confirmation regarding my reservation promptly. Thank you, Stefan P.

Dear Aeromexico, I am reaching out to address the frequent changes made to our flight from Havana to Cancun. This marks the fourth time our entire flight schedule has been adjusted. Our original flight, number [redacted], was scheduled to depart from Havana on the 18th of November with a return from Cancun on the 22nd of November, as detailed in the email below. The recent changes have inconvenienced us greatly, especially since this trip is for our honeymoon. We had meticulously planned hotel accommodations around our original flight times, which are now disrupted. We are hoping to secure a direct flight from Havana to Cancun on the 18th of November and a return flight on November 22nd. If this is not feasible, we would appreciate a change that allows us to stay in Mexico City. The current revised connecting flight and its timing are not suitable for us. We are earnestly looking forward to your assistance and prompt response. If necessary, we also inquire if there are any possibilities of securing seats on alternative airlines. Your understanding and cooperation are highly valued. Warm regards, Adam & Paulina

I am seeking to obtain the receipt for my checked luggage from my flight from SJD (Cabo) to DTW (Detroit) on August 12th for my company's expense reporting. Despite contacting AeroMexico Customer Service multiple times, I have encountered unhelpful and possibly dishonest representatives. Two reps claimed to see the receipt but cited various excuses for not being able to send it. I also filed a Case # [redacted]7 with the AM Complaint Team over 72 hours ago with no response yet. The AM Complaint telephone # provided was only in Spanish and resulted in unproductive interactions with unhelpful staff. This experience has left me frustrated and disrespected, and I have decided not to fly with Aeromexico in the future.

Dear Support Team, I am currently booked on flight UKEFBX from Tijuana to Mexico City departing on 10/18/19, and returning on 10/25/19 with my fiancé. Unfortunately, my fiancé, a member of the United States Marine Corps, has been given military orders that will prevent him from flying until 10/20/19. While I understand that our tickets are non-refundable, this unexpected development has put us in a difficult situation and I am kindly requesting your assistance in rescheduling our flights to depart on 10/20/19 and return on 10/26/19. We are committed to flying with AeroMexico and are willing to provide any necessary documentation of the military orders. Thank you for your understanding and support during this challenging time. Sincerely, Regan Gomes-Figueira and Jorge Velazquez Fernandez

Yesterday, I spent a lot of time on the phone with an agent trying to book our flights. I was quoted a price for something called AM+ in U.S. dollars, but I would like it honored in Canadian dollars as we are flying from YVR to SJO next year. I have since booked with a Travel Agent in Vancouver. If a refund for the difference is not possible, would you be willing to upgrade us to AM+ benefits? Your assistance would be greatly appreciated.

I am having a terrible time trying to receive a refund. Recently, I attempted to purchase a ticket online from AEROMEXICO. The payment system was not functioning, so I called customer service for assistance in completing the transaction. A few hours later, I received an email asking me to visit a physical office to provide proof of my credit card and that my flight was still pending. When I contacted AEROMEXICO again, they explained that this step was part of a security protocol. I just wanted to make my purchase and have peace of mind about my ticket. Now, I just want my money returned so I can book with another airline. After this ordeal, I have lost trust in AEROMEXICO. Their lack of a complaint helpline, unhelpful and rude customer service representatives, and bureaucratic procedures have left me disappointed. Additionally, their services are subpar and their prices for flights and extras are too high. Despite sending five emails to amcomplaint@aeromexico, I have received no response. I am feeling incredibly frustrated by this situation. Complaint #[redacted]2 Sincerely, J.R. Alfaro

Hello, I am contacting on behalf of my father, Edgar Zeballos Porras. He holds a return ticket from Stockholm to Lima scheduled for mid-December with the reference number KNXYCI. Although I believe the ticket is non-rebookable, my father is interested in altering the return date to either the 10th, 11th, or 12th of January. I have a couple of inquiries: 1. Is this modification feasible? 2. What would be the associated cost? I eagerly await your response. Warm regards, Simone Zeballos Holmberg

I traveled from Canada to Guatemala, departing from Vancouver on December 10, [redacted], with plans to return on January 28, [redacted]. The code "jecrbu" is what I use to check in for my flight 24 hours in advance. I am looking to reschedule my return to Vancouver earlier, ideally after January 4, [redacted]. I purchased cancellation insurance for my trip. Please contact me via email. My name is Alan James Fair, with Canadian passport number AM180383. My address is [redacted] Florence Lake Rd., Victoria BC V9B4H2. You can reach me at my Canadian phone number 1-[redacted]. This trip to Guatemala has been challenging compared to my previous visits in the 1990s. I was accompanied by my wife and kids during this trip. Any assistance would be greatly appreciated. Thank you, Alan James Fair.

I am moving from China to Mexico and booked my flights via TRIP.COM. I have two separate reservations (XMN-LAX and LAX-MEX). My LAX-MEX segment does not include a free checked baggage allowance since it is a separate booking. Having been away for 10 years, I am carrying more luggage than usual and just realized the lack of baggage allowance for the second leg. My reservation number is USHXIQ. I want to avoid incurring additional fees for my luggage. Is it possible to have my baggage allowance waived considering I am only transiting through LAX?

I contacted the number on your website and was instructed to email amaeromexico.com, but the email bounced back as invalid. I was in Oaxaca on vacation on Dec. 18th when I learned of my father-in-law's sudden passing. I had an American Airlines flight booked for Dec. 19th, but I urgently needed to return home to support my husband in arranging the funeral. I booked a same-day flight with Aeromexico. Unfortunately, the flight from Oaxaca was heavily delayed upon arrival at Mexico City, causing me to miss my connecting flight. I decided to stick with my original American Airlines flight as Aeromexico couldn't guarantee a timely arrival in Chicago. The Aeromexico agent mentioned I could request a refund, which I'm seeking now. Here are the details: e-ticket number [redacted][redacted], Flight [redacted] departing Oaxaca at 16:50 to reach Chicago at 23:00 via Flight #[redacted] in Mexico City. The ticket cost $[redacted] USD, paid with my Mastercard ending in [redacted]. My father-in-law, Charles Law, passed away in Toronto, Canada at 3:00 a.m. on Dec. 18th. I have the death notice and can provide more information if needed. I have the e-ticket reservation but couldn't attach it here. Thank you, Wendy Wall

Flying back to Los Angeles from Mexico was a chaotic experience. Just as I was boarding, I was informed about an immigration card requirement I had not been aware of. This led to a frantic dash to immigration, where a cash penalty was imposed, catching me off guard. After rushing out to an ATM, going through security again, I missed my original flight. To add to the frustration, I was charged for a new ticket without any prior warning or instructions about the card. The staff's indifferent attitude only made matters worse, leaving me feeling let down and stranded.

I booked my trip through Expedia (won't do it again) and purchased flight insurance. They're asking for a doctor's note, proof of payment, and more before issuing a refund, which is frustrating. I injured my knee and now rely on a cane and brace, making it impossible to enjoy my vacation in Merida. Surgery might be necessary, leaving me dependent on the cane and brace for some time. Unfortunately, I can't see my doctor until February 20th. I fear losing my money to Expedia, and their delay in refunding my canceled hotel booking adds to the frustration. It feels like they profit from people's misfortunes. Frustrating situation! - S. D.

Upon arriving on flight AM680 from Mexico City with reservation number AYVBKN, I found myself waiting at the airport for my connecting flight AM680 to YUL at 1:10 am in area 72. Due to limited overhead compartment space, I was prompted to check my luggage. While verifying my luggage size, the airport personnel insisted I check my bag. Unfortunately, I forgot to remove my Fire Tablet before it was added to the checked luggage less than 45 minutes before boarding. Upon retrieval, I noticed the lock on my luggage was cut off, my belongings were disheveled, and some gifts were missing. After speaking with Aeromexico Customer Service agent Santiago Garcia at YUL service desk on February 29th, he stated Aeromexico was not liable for lost electronics as per their policy. Despite my tablet containing irreplaceable information and being stored in my carry-on, it was missing upon inspection. I urge for accountability and a resolution regarding the theft of my tablet and items during my flight on AM680 from Mexico City to Dorval Montreal on February 29th.

I have a flight booked to Mexico City from Los Angeles on Thursday, March 19. Unfortunately, I am unwell and unable to travel. I want to either put my ticket on hold until things improve or cancel it, but I'm unsure of the next steps. The flight details are as follows: Departure: LAX Los Angeles, United States Los Angeles International 12:15, Thursday, Mar 19, [redacted] Arrival: MEX Mexico City, Mexico Mexico City International 16:45, Thursday, Mar 19, [redacted] Return: Departure: MEX Mexico City, Mexico Mexico City International 07:25, Sunday, Mar 22, [redacted] Arrival: LAX Los Angeles, United States Los Angeles International 10:25, Sunday, Mar 22, [redacted] Airline: AeroMéxico Any advice on how to proceed would be greatly appreciated.

I need to change my return flight from Mexico City to London Heathrow urgently. My original request could not be resolved. The phone lines are not working; one of the numbers provided is invalid. UK telecoms confirm that "the phone number is not recognised," and the other numbers are not being answered. I was on hold for 3 hours with no response. I tried calling all numbers given over 5 days to no avail. I had to book a flight for my daughter with United Airlines as Aeromexico did not show any moral responsibility. They owe me for my daughter's ticket. I will no longer recommend Aeromexico after being a loyal customer for the last thirty years. It seems like Aeromexico is increasing the prices for ticket exchanges to profit from people's distress and panic.

Hello, Due to the Covid-19 pandemic, the Canadian Government strongly advises against traveling. My name is Michel Marcoux, and I had booked two tickets from Montreal (YUL) to Mexico (MEX) for March 24, flight AM [redacted], booking code CVPZPA. I had planned to buy my return ticket from Zihuatanejo (ZIH) at the end of April. Given the circumstances, I am concerned that the Canadian government may close its airspace soon, making it impossible for us to return for several weeks or even months. I kindly request a refund for our tickets or a travel credit for the next year. Each ticket cost $[redacted].29 CAD, totaling $[redacted].58 CAD. I hope to receive a prompt response. Thank you, Michel Marcoux

Hello, I recently had a conversation over the phone about a flight affected by COVID-19 while I was at a resort in Panama. My return flight to the US on March 22 was impacted as the resort shut down, requiring me to book an earlier flight out. The representative successfully canceled my flight but was interrupted while issuing me a voucher. To avoid lengthy phone wait times, I opted to reach out via email for assistance. I am seeking confirmation if the voucher was completed and kindly request to receive the details by email. If not processed, I would appreciate a follow-up to finalize it. My confirmation number is YOUQXL. Thank you, M. Millett