Business Profile

Airlines

Aeromexico

Headquarters

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Complaints

This profile includes complaints for Aeromexico's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

313 total complaints in the last 3 years.
62 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/18/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This complaint is about paying twice for the exact same flight.On June 8th Melisandra missed her flight to Mexico City departing **************. Because she missed her departing flight she also "lost" her return flight for June21st. So when booking a new departing flight for later that night (june 8th) we had to book and pay for her return flight (June 21st) again hence paying for the exact same flight twice. This should be illegal. Please let me know if you need additional documents.
Business Response
Date: 06/19/2025
Dear Ms. Diaz:

Thank you for contacting us at Aeromexico Customer Support through the BBB to share the inconveniences you presented to board your flight from Los Angeles to Mexico on June 8, 2025.

In this regard, allow me to provide your file number SF 05599757. On behalf of those of us who collaborate with Grupo Aeroméxico, I thank you for your time in contacting us to notify us about the incidents that occurred while attempting to board your flight. In this regard, allow me to address the following lines:

All airlines depend on multiple factors to operate a flight in a timely manner. That is why we ask our passengers to arrive 180 minutes before an international flight and 120 minutes for domestic flights. According to our records, the mentioned flight was addressed in accordance with the procedures. Unfortunately, this had already been delivered to the airport authorities when you showed up at the boarding room. Once a flight is closed, it´s not possible to open it to board additional passengers, so no refund or compensation is applicable.

Regarding the return flight, I must inform you that you have generated a flight reservation with Aeromexico, which is a contract where the airline commits to transport it to you at the times and dates established in the order you chose. Therefore, you must take the flights in the order in which you made the purchase; If you did not use a flight segment, the contract is canceled due that you have not complied with it and you will not be able to use the following segments. This information is stipulated in the carriage contract with Aeromexico that you can verify through the next web link:

https://www.aeromexico.com/en-us/legal-information

Without further ado, I take advantage on this mail to wish you a nice day.

Cordially,

Carlos Pérez Vázquez
Customer Care representative

AMLegal
Initial Complaint
Date:06/09/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased two airline tickets to travel from *******, *****, to *******, Mexico. Since booking, the flight schedule has changed substantially, with the new arrival time delayed by more than 9 hours from the originally scheduled arrival. Due to this significant schedule change, I can no longer take this flight.According to the ********************************* (***), passengers are entitled to a full refund if the airline makes a "significant" schedule change and the passenger chooses not to travel. While the *** does not define "significant" by a specific number of hours, a delay of 9 hours is generally considered to meet this threshold.I contacted both ***************** and ********* to request a refund, but I have encountered ongoing difficulties. I have been repeatedly disconnected or unable to speak with a customer service representative to resolve this issue. After finally reaching ************* customer support, I was informed that I am entitled to a refund; however, they stated that the airline (*********) has yet to approve it.I am requesting that this matter be resolved promptly and that a full refund be issued in accordance with *** regulations regarding significant flight schedule changes. Please let me know if any further information or documentation is needed to expedite this process.Thank you for your attention to this matter.
Business Response
Date: 06/10/2025
June 10, 2025

BBB Complaint #23443241 | 05562510

Dear Ms. Portales,

Thank you for contacting us through the Better Business Bureau.

We would like to remind you that your tickets 1397197710370 and 1397197710371 of the reservation GMFFOB were purchased through a travel agency. Accordingly, we recommend you to contact your travel agent for assistance and other questions you may have about your agency ticket.

In addition, to request the reimbursement or for any further inquiry, we kindly ask you to contact the same travel agency you used for the original purchase due to the fact that third party vendors are the mediators responsible for third party contracts acquired through them.

Travel agencies already have all the necessary information they might need in order to request refunds, among many other processes. There is no need for them to send emails or for the customer to contact the carrier. The reimbursement has to be requested through their system, just like they sell tickets.

Please consider that the refund has to be requested by the same travel agency that made the tickets sale following the process established by each carrier.

We appreciate your kind understanding.

Cordially,

Rebeca R.

Ejecutivo de Atención a Clientes
Customer Care representative
Initial Complaint
Date:06/05/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This complaint is regarding my flight on Saturday, April 12, from Mexico City to ******/*********** (Flight #FWFJBL).I arrived at the gate on time after clearing airport security. However, I was selected for an additional random security check at the gate. While this check was taking place, the airline gave my seat away to another passenger, effectively denying me boarding despite my compliance and punctuality.This situation is unacceptable. Based on my understanding of **************** Law, passengers who are denied boarding under such circumstances are entitled to a full refund plus 25% compensation.
Business Response
Date: 06/06/2025
June 06, 2025

BBB Complaint #23431217 | 05548864

Dear Ms. Dayan,

Thank you for contacting us through the Better Business Bureau.

We would like to inform you that the regulation was implemented correctly, since after a thorough review of flight AM1450, according to our records, the aforementioned flight was closed and addressed in accordance with current procedures. Unfortunately when you presented yourself to the counter the flight had already been closed; it is important to mention that all airlines depend on multiple instances to be able to operate a flight in a timely fashion. If not adhered to, the airline is no longer responsible for any complications which may result.

In addition, we identified that the ticket 1395472625833 was purchased at a classic regular fare (K), which is non-refundable and only allowed changes no later than 3 hours prior to flight departure covering the corresponding penalty fee, difference between rates, and service fee.

However, we would like to inform you that your ticket was purchased through a travel agency. Accordingly, we recommend you to contact your travel agent for assistance and other questions you may have about your agency ticket.

It is important to mention that we cannot perform any action on tickets that were not purchased directly with Aeroméxico. It is due to the aforementioned that any situation related with tickets issued from a travel agency should be discussed with the travel agency as well.

Aeroméxico appreciates your preference.

Cordially,

Rebeca R.

Ejecutivo de Atención a Clientes
Customer Care representative
Initial Complaint
Date:04/26/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to express my deep dissatisfaction with the issues affecting my upcoming family vacation, booked with your airline this June. Despite careful planning, I have endured repeated flight changes, prolonged customer service delays, and the unexplained removal of paid seat assignments, creating a stressful and disappointing experience.Main concerns:Flight Changes:Our outbound flight from ********* to ***** was changed to a day earlier, disrupting our hotel booking and schedules. Though one agent helped resolve this, our return flight was later changed, requiring another hour-long call to fix, as I couldnt change it online.Unacceptable Layover:A new itinerary now includes an 8-hour layover in *** on our returna major inconvenience not part of our original ************ Assignments Removed:I paid extra so my family could sit together. An agent confirmed our seats on April 5th, but they later disappeared online. On April 14thmy birthdayI spent over two hours with customer service, was repeatedly transferred, treated dismissively, denied a supervisor, and left with no resolution.This lack of professionalism and empathy is unacceptable. As someone who has managed call centers, I know how important courtesy and accountability are.I request: Restoration of our four assigned seats as previously confirmed. Assurance that no further changes will be made without my consent. A formal apology for the poor service and wasted time.This is my second booking with Aeromxico marked by preventable problems. I expect a prompt and professional resolution.
Business Response
Date: 04/28/2025
Dear Mr. ******************* appreciate you taking the time to contact the Aeromexico *********************** through the ******************** to share the issues you are experiencing with the itinerary change that occurred on your flight from ********* to ***** on June 29, 2025.

In this regard, please allow me to provide your clarification number SF ********. Also I kindly share the following points with you:

The BBB is a legal entity that verifies whether applicable procedures are not carried out in accordance with the legal framework during the established itinerary. However, your flight has not yet taken place, so this incident must be verified with the reservations department (or the travel agency where the reservation was purchased) for tickets purchased at external points of sale, as established in the accepted terms and conditions.

The flight segments of both reservations will not operate in US airspace, so this incident is outside the jurisdiction of the BBB.

All our flights are subject to change, even without prior notice, so any applicable procedures prior to the flight must be verified with the reservations department, complying with the terms and conditions of the purchased services accepted at the time of purchase. Therefore, no additional benefit will be given over an already established process.

Regardless of employee position, all ********* executives will follow the applicable procedures based on the incident and the applicable terms and conditions of the contract of carriage, as well as the terms and conditions accepted at the time of purchase. Therefore, there is no need to escalate the issue if you disagree with any of the procedures applicable to your incident, as the same response will be provided.

That said, please contact the reservations department or your point of sale to verify any applicable protections.

Without further ado, I wish you a wonderful day.

Sincerely,

****** **** *********************** representative

AMLegal
Initial Complaint
Date:04/21/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchase two roundtrip tickets for travel on Aeromexico January 16, 2025 in order to travel leaving April 13, 2025. This purchase was made through ************ which is a travel agency. We were provided with Confirmation number ILBTUE along with ticket numbers ************* and *************. Upon receipt of this information, I went to the Aeromexico website, created an account and booked my seats for all four legs of our trip. The fare is shown on our credit card statement as being charged by Aeromexico for two separate tickets, on January 16, 2025. I can provide a copy if needed.Later in the year it was determined we would need to add a checked bag to our trip. When I went into the website to add a bag and pay, I was directed to call an agent. I did call on Friday, April 11, 2025. I was told at that time that when I made the booking with the travel agency, I used my wife's credit card and it was Aeromexico policy to verify ownership before allowing us to fly. I was told this can be resolved at check in. We are to go to the ticket counter and they will verify ownership. We arrived at the *********** ticket counter at 6:15 am for a 8:35 am flight. When attempting to check in we were told we were not in the system for the flight. I gave the agent all of the above information along with verification of the purchase. We were told that nothing was paid for and we are not shown on this flight itinerary. We were told to call our agency. I immediately called the agency and was told that Aeromexico informed them 15 minutes prior to my call that they were overbooked and we would be issued a refund. We ended up having to find another carrier at the last minute and paid $1700 more for our flight. I can provide proof. I called this morning and was again told that the issue was lack of payment. I feel that Aeromexico overbooked their flight and continued to deny this was the issue. I would like to be compensated for the difference in our ticket.
Business Response
Date: 04/23/2025
Dear Mr. ******************** appreciate you taking the time to contact the Aeromexico *********************** through the ******************** to share the issues you encountered boarding your flight from ******** to ******************* on April 13, 2025.

In this regard, please allow me to provide your clarification number: SF ********. Also I inform you that the reservation was purchased through a travel agency; however, it was flagged as an irregular purchase due to the lack of funds received from the current agency to the airline, so boarding could not be authorized. This reservation was not affected by overbooking or any other issues caused by the airline, so any applicable process should be verified with your travel agency. That said, a compensation process is also not applicable.

I remain at your disposal for any future clarifications. I wish you a great day.

Cordially,

****** **** ****************************** a ********
Customer Care representative
Customer Answer
Date: 04/25/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.
I appreciate your response. If what you say is correct, why was I not told this during my conversation on Friday, April 11th. Instead I was led to believe that the issue was caused by the booking being in my name but my using my wifes credit card is against Aeromexico policy. I was told all would be corrected when I reached the airport ticket counter. If I was told on Friday, April 11th, what you have stated in your response, I could have acted by reaching out to the agency or paying the fare myself. Instead I was led to believe things could be taken care of at the airport and not to worry. I was even told that my seats were still reserved and not to worry.
Sir do you deny that I spoke with a representative on April 11th? I am 71+ years old and have been flying commercially for over 55 years. I also worked for the airline industry for 15 years so I understand the processes.
Basically your staff was incompetent and was providing the wrong information which led to our nightmare at the airport on Sunday, April 13th.
Regards,

Business Response
Date: 04/28/2025
Dear Mr. ************************ respectfully inform you that we only follow the policies we have publicly established on our website, which are notified by the travel agency where you purchased your tickets. Therefore, your statement that we have a policy of not allowing you to purchase tickets with your wife's card is completely unrelated to our established policies.

We do not know what branch of aviation you have worked in, however, all evidence supports the fact that the travel agency where you purchased your ticket did not report a correct or authorized payment method to us, so the ticket was not in "ok" status for boarding. As you know, within the aviation industry, when a ticket is not in that status, it means there is a problem with the payment method, or due to a lack of immigration information. However, (I reiterate) in this case, it is entirely a problem with the payment method, so an overbooking process is nonexistent in your case. You can check what happened directly with your travel agency, as the travel agency was the point of sale where you purchased your tickets and provided the payment method.

That said, we reiterate that you should verify any applicable procedures with your travel agency.

Cordially,

****** **** *********************** representative

AMLegal
Customer Answer
Date: 05/08/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

I have attached documents from Aeromexico informing us that we have credit for the unused tickets that are good for one year. This verifies that Aeromexico did indeed overbook the flight and pushed us aside, thinking we will accept the outcome. I have also included a letter from the travel agency in question, confirming that Aeromexico did not acknowlege any tickets purchased through them.
This also verifies that you were paid for the ticket, you just decided not to honor it.
As to your statement that you the agency is the responsible for the issue is totally false and misleading.
I feel you are not going to resolve this professionally so next steps will be to reach out to news agencies in the ** along with newpapers and tell my story. I now have all of the documentation necessary to validate this issue.
If you prefer to handle another way, please let me know by the end of this month.
Thanks!

Regards,

Business Response
Date: 05/14/2025
May 14, 2025

BBB Complaint #******** | 05432456

Dear Mr. ************************** you for contacting us once again through the Better Business Bureau.

Please be reminded that the changes made to the reservation ILBTUE are part of the procedures related to the prevention and management of cardholder irregularities. Since these activities are performed between the banking establishment and the travel agency, we recommend you once more to contact your travel agency for further information, assistance or a solution regarding the present situation.

In addition, we regret to inform you that we identified that there are not flight credits (EMD vouchers) associated to the ticket numbers that were kindly shared with us.

Please be advised that ********* did not issue any electronic voucher or credit for the passengers or tickets above-mentioned.

Therefore, we reiterate that the present situation did not result from an overbooking, it is not possible to proceed with your request and there is no additional procedure applicable with respect to the present case.

Aeromxico appreciates your kind understanding.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 05/22/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

I have attached multiple items verifying that Aeromexico errored in not allowing us to board the flight in April that was paid for since January. Why was a ticket and booking ID provided if you did not receive funds for the flight? It would be prudent of this airline to just admit their mistake and reimburse me instead of sending back responses from multiple individuals that are all different. As I stated in my previous rebuttal, if I do not receive this reimbursement by June 1st, I will go public and loudly tell how incompetent Aeromexico is as an airline. This will include social media, news media and broadcast media, i.e. X, Threads, Discord, TikTok, Snapchat, MSNBC, ****************************** Washington Post, NY TImes, etc.
I look forward to hearing back from you.
Regards,

Business Response
Date: 06/02/2025
June 02, 2025

BBB Complaint #******** | 05519623

Dear Mr. **************** clear="none">
Thank you for contacting us once again through the Better Business Bureau.

We regret that the response you received was not what you expected. We realize your disappointment because, you did not receive the response that you felt was appropriate. However, please be reminded that the changes made to the reservation ILBTUE are part of the procedures related to the prevention and management of cardholder irregularities.

Since these activities are performed between the banking establishment and the travel agency, we recommend you once more to contact your travel agency for further information, assistance or a solution regarding the present situation.

In addition, we regret to inform you that we identified that there are not flight credits (EMD vouchers) associated to the ticket numbers that were kindly shared with us.

Please be advised that ********* did not issue any electronic voucher or credit for the passengers or tickets above-mentioned.

Therefore, we regret to reiterate that the present situation did not result from an overbooking, it is not possible to proceed with your request and there is no additional procedure applicable with respect to the present case.

Mr. Friend, we sorely regret the outcome of your request and not having met your expectations on this occasion.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Initial Complaint
Date:04/21/2025
Type:Product Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been waiting on my refund from Aeromexico flight since 10/19/2024. I have been generated over 13 different case numbers but they all lead back to the original number #******** . The amount of $1,337.72 back to card number #****. After contacting the company through phone calls and emails I have been led down a rabbit hole of the same procedures done over and over to get no better result. There were attempts to make payments back to the other card associated with this same case card #**** and money returned back there. So now I am stuck with this problem of not speaking Spanish with this language barrier I am seeming to be placed on hold just to be told start a new case. Each time I do my best explaining the situation and no refund returned just new case numbers, What do I do now?
Business Response
Date: 04/23/2025
Dear Mr. ******************* appreciate you taking the time to contact the Aeromexico *********************** through the ******************** to share the issues you experienced receiving the refund issued under file SF 04784901.

In this regard, please allow me to provide your clarification number: SF ********. Also I can see that the refund in question was correctly issued by Aeromexico. However, as it was not reflected, you either denied or disputed the charge. Therefore, we have been removed from any further verification that may be performed. Therefore, any applicable process must be verified between you and your bank.

I remain at your disposal for any further clarifications and wish you a pleasant afternoon.

Sincerely,

****** **** ****************************** a ************************* representative
Customer Answer
Date: 04/25/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve
In order for the refund to fully process and go through , the correct department from Aeromexico must contact the Hawthorn Banks specific department to give information for bank and merchant to fully complete the refund. Without this step the refund is sitting. I attached the information provided from bank stating who needs to contact what department for this to be completed.

Regards, ******** *****

Business Response
Date: 04/28/2025

Dear *** *****:

I'd like to inform you that we've done everything we can regarding the dryer. The refund reference was provided by our technical support through your bank's business support. Therefore, we reiterate that any applicable process should be verified between your bank and you.

Without further comment,

Sincerely,

****** **** *********************** representative
AMLegal
Customer Answer
Date: 05/05/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve because the supervisor of the correct department is supposed to get a hold to the supervisor of my bank and they work out where the money is actually at so then the refund can be returned]

Regards, ******** *****

Business Response
Date: 05/07/2025
Dear *** *****:

Actually, the whole data collected shows that the refund in question was correctly issued by Aeromexico. However, as it was not reflected, you disputed the charge through your banking institution. Therefore, we have been removed from any further verification that may be performed. Therefore, any applicable process must be verified between you and your bank.

When a charge is disputed or denied by a financial institution, they take control of the cash from the companies during the charge investigation process, and it is no longer possible to return it. Therefore, any applicable process will depend on the bank's decision or ability. Unfortunately, as much as we may want to find a different alternative, it will not be possible due to the aforementioned reasons. It is not possible to issue a new refund, as it would be an additional outflow of cash for a reason not attributable to the airline.

That said, we reiterate that you should contact your bank to verify any applicable process.

Cordially,

****** **** *********************** representative

AMLegal
Customer Answer
Date: 05/30/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

[Provide details of why you are not satisfied with this resolution.]

Regards,

The bank never received verification that the money was paid back

Customer Answer
Date: 05/30/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

[Provide details of why you are not satisfied with this resolution.]

Regards,

The bank never received verification that the money was paid back

Business Response
Date: 06/02/2025
Dear Mr. *********************** we are unaware of the charge at your banking institution, we have been removed from any applicable processes for the cash involved. This incident is not attributable to the airline, so any applicable processes should be verified with your banking institution.

We suggest following the correct complaint channels on future occasions to avoid incidences as the one you are presenting.

Sincerely,

****** **** *********************** representative

AMLegal
Customer Answer
Date: 06/04/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my case Aeromexico has not provided proof receipt or authorization numbers to provide bank or customer proof that $1,337.72 has been paid back to the account as a refund So lthe payment was never reimbursed. The refund never came to the bank for me to have an issue at the bank.

Regards,Mrs.*****
Initial Complaint
Date:04/07/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made two basic fare flight bookings with Aero Mexico. (1) To travel from ****** to Mexico (2) Travel within Mexico. However, due to unforseen delay from the Consulate in my passport renewal, my passport may not arrive before my departure. I cannot board the flight without my passport. This delay was unexpected when I booked my tickets and I wish to change my travel date / request travel credit. I am writing to file a formal complaint regarding Aeromexico's refusal to accommodate my request for either changing the dates of my flight or refunding my ticket due to unforeseen delays in my passport renewal process.I have provided Aeromexico with clear evidence and timely notice regarding the passport renewal delay, a situation beyond my control. Despite multiple attempts to resolve this matter amicably with Aeromexico's customer service, including numerous phone calls and email exchanges, my requests have repeatedly been denied without a reasonable explanation or alternative solutions.This situation has caused significant inconvenience, potential financial loss, and frustration. Aeromexico's unwillingness to demonstrate flexibility or offer viable alternatives is unacceptable and reflects poorly on their customer service standards.I request immediate attention to this matter, either through granting a reasonable date change or processing a full refund of my ticket. Your prompt assistance in addressing this complaint would be greatly appreciated.Thank you for your immediate attention to this issue.
Business Response
Date: 04/08/2025
April 08, 2025

RE: BBB Complaint #******** | 05303822

Dear Ms. *****************************************

Thank you for contacting us through the Better Business Bureau.

We would like to inform you that your request is currently being reviewed in the Aeromxico case number 0528-5423.

Since your case is currently being attended, it is not possible to provide a double follow-up on your case.

Therefore, the response will be provided at Aeromxico case number 0528-5423.

Aeromxico appreciates your preference.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 04/09/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
Initial Complaint
Date:04/04/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased tickets for a flight on 1 April 2025 from ****** to Mexico City. The flight was supposed to leave at 15:10 and arrive at 19:45. The flight arrived at 20:15, so we rushed through the airport to board the connecting flight AM340 at 21:55 to ****************(1) (Non)Boarding We arrived at L1 in Mexico City to check in our bags at 21:05. Despite our boarding pass saying to arrive 50 minutes before the flight, the attendant told us that although the check-in is open, the bags cannot be checked in. That was exactly 50 minutes before the flight.She told us that our class permitted us to reschedule. Alternatively, she offered to call the gate. She called the gate and confirmed the plane was still there. She advised us to go through security with all of our luggage (even the big bags). She printed the boarding passes and told us that the staff at the gate would take our luggage in.We rushed through security and arrived at the gate at 21:43. The gate staff advised that we could not be onboarded. They showed no care in the world about it and left us stranded with all six of our bags in front of the gate.(2) Once we managed to get back from the gate area to the airport, we went to the Aeromexico office to explain the situation. We showed all the evidence and pointed out the lady who had advised us to go through it.We expected her to rebook us for the next days flight, but she said she would do it only if we paid around five times more than our original flight. I went to the Aeromexico website to check the pricing and saw that buying directly is a lot cheaper. The lady at the desk was very unhelpful and clearly wanted to get rid of us ASAP.We are not sure which advice was correct - should we have gotten rebooked at the check-in desk for free when offered, or follow her advice to go through security?Either way, we paid for another flight (******) and an overnight hotel (******).
Business Response
Date: 04/08/2025
April 08, 2025

RE: BBB Complaint #******** | 05294855

Dear Mr. *******************************************

Thank you for contacting us through the Better Business Bureau.

We have performed a meticulous investigation regarding your case number based on the response previously provided in the case number 0529-4295.

According to the aforementioned, we would like to inform you that your request is currently being reviewed in the Aeromxico case number 0530-7942.

Since your case is currently being attended, it is not possible to provide a double follow-up on your case.

Therefore, the response will be provided at Aeromxico case number 0530-7942.

Aeromxico appreciates your preference.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Initial Complaint
Date:03/21/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi Im ******** ****** ***** and my Husband Adalbertos **** ****** bought 2 tickets to Mexico City for Wednesday February 26 to arrive there early morning. Everything was going fine we boarded the plane and pilot kept on telling us to wait 15 more minutes and then we would be able to leave. After many hours the pilot told us to get off that the plane that the flight was cancelled with no other explanation. They kept us waiting for hours. Usually after 2 hours they give you a snack and something to drink. This wasnt the case. All the passengers including myself were frustrated , upset , thirsty and hungry. After we got off the plane to go pick up our luggage they kept us many hrs just waiting. I saw other people going to a different waiting area to catch the next flight. While we was still waiting with no information about catching another flight. Still hungry and thirsty. After many Hours they finally told me that my flight was rescheduled for the next day in the afternoon. Mind us being in the airport since Tuesday night the 25th of February since the flight was going to be at 1:08 am to arrive to our destination at 5:45 am already Wednesday the 26th of February. Now the reason of our flight was to go visit probably for the Last time my very ill Nephew who has cancer. Thank God we were still able to see him. Also my family in Mexico missed work to go pick us up at the airport. They had to missed an extra day of work to go pick us up the next day. Because of this incident with the airline. Im so upset with AeroMexico. I want my money back.
Business Response
Date: 03/25/2025
Dear Ms. ************************ appreciate the time you took to contact the Aeromexico Customer Support through the ******************** to share the inconveniences you presented regarding the affectation on your flight from ******* to Mexico on February 26, 2025.

In this regard, allow me to provide your clarification number: SF ********; also I inform you that the contract with Aeromexico es merely for air transportation, therefore all meals are provided as a courtesy to the passengers during the current flight. I can see that the transportation was provided in its entirety so no refund is applicable. By the other hand, your flight was affected due to the weather conditions present on the flight route, an incident that is not on the list of situations attributable to the airlines, for which a refund or compensation is not applicable. In the face of these incidents, only protection is applicable to the nearest flight to resume the current trip.

Without further ado, I take advantage of this email to greet you and wish you an excellent afternoon.

Cordially,

****** **** ****************************** a ************************* representative
Initial Complaint
Date:03/19/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Received a $150 voucher on March 21, 2024, for delayed luggage on flight taken in February 2024.Terms are the voucher are as follows:1. Upon receiving your voucher, you can contact us through the following channels: Call Center ***************), Travel Stores, and the website (********************************************). 2. Vouchers cannot be transferred or endorsed. 3. Vouchers are non-refundable. 4. Vouchers cannot be combined with other compensation. 5. Vouchers can only be redeemed on Aeromxico and/or Aeromxico Connect flights. 6. ********** services such as seat selection or extra luggage are not covered by the voucher. 7. Vouchers are not valid for Aeromxico Vacations. 8. Vouchers are valid for one year from the date of issuance, March 25, 2024. 9. AM Rewards Points are accumulated according to the purchased fare when the voucher is redeemed. 10. Customers will be subject to the airline's fare policies and restrictions.Tried to use the voucher on March 14, 2025, for travel on ***** 1, 2025. Voucher not valid. Was informed by customer service that travel must be completed prior to March 21, 2025. #8 says NOTHING about travel must be completed before the expiration of the voucher. It just states that the voucher must be used to book travel before it expires on March 21.Please forward this conversation to your supervisor as we are traveling on ***** 1 and need to use the voucher for that date. You can extend the validity of the voucher to Apirl 2 so we can use it to book our flight or you can create a new voucher with ***** 2 as the expiration date. Thank you in advance.
Business Response
Date: 03/20/2025
March 20, 2025

BBB Complaint #******** | 05236902

Dear Mr. ************************ you for contacting us through the Better Business Bureau.

After a thorough review of your claim and by reviewing the *** vouchers 1390425749274, and 1390425750582 we have identified that this *** vouchers were issued on March 21 and 25 respectively, 2024. Therefore, the redemption of the *** voucher and the use of the flights acquired through the same, should be done before on March 21 and 25 respectively, 2025.

Please note that it is not possible to extend or modify the validity of the *** vouchers according to *********'s regulations and policies.

Aeromxico appreciates your kind understanding.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 03/21/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.
We were never informed that travel must be completed before the expiration of the vouchers on March 21 and 25, 2025.
See voucher terms #1-10 below. Both vouchers had the same terms.

1. Upon receiving your voucher, you can contact us through the following channels: Call Center ***************), Travel Stores, and the website (********************************************).
2. Vouchers cannot be transferred or endorsed.
3. Vouchers are non-refundable.
4. Vouchers cannot be combined with other compensation.
5. Vouchers can only be redeemed on Aeromxico and/or Aeromxico Connect flights.
6. Additional services such as seat selection or extra luggage are not covered by the voucher.
7. Vouchers are not valid for Aeromxico Vacations.
8. Vouchers are valid for one year from the date of issuance, March 21, 2024.
9. AM Rewards Points are accumulated according to the purchased fare when the voucher is redeemed.
10. Customers will be subject to the airline's fare policies and restrictions.

No where in the terms listed above does it state that travel must be completed prior to the expiration of the vouchers.
We kindly ask Aeromxico to re-issue two new vouchers in the amount of $150 each; clearly outline said terms of use that travel must be completed prior to their expiration.
Best regards,
****** ****

Business Response
Date: 03/25/2025
March 25, 2025

BBB Complaint #******** | 05243574

Dear Mr. ****************** clear="none">Thank you for contacting us once again through the Better Business Bureau.

We have performed a meticulous investigation regarding your case number based on the response previously provided in the case numbers: *********, *********, *********, 0410-8288, 0521-1631, and 0523-6902.

According to the aforementioned, we regret to reiterate you that the *** vouchers 1390425749274, and 1390425750582 were issued on March 21 and 25 respectively, 2024. Therefore, the redemption of the *** vouchers and the use of the flights acquired through the same, should be done before on March 21 and 25 respectively, 2025.

Please be reminded that it is not possible to extend or modify the validity of the *** vouchers according to *********'s regulations and policies.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 03/26/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

Complaint NOT resolved.
You continue to NOT address the fact that NO WHERE in the terms of conditions of the voucher #1-10 does it state that travel must be completed prior to the expiration of the vouchers?
It is also possible for you to issue two new vouchers.
We regret to inform you that due to your unwillingness to issue two new vouchers in the amount of $150/each that we vow to NEVER fly Aeromxico going forward after this horrible customer service experience.
We will be sharing this experience with all of our American friends via social media informing them to NOT fly with Aeromxico!
Thankfully we have other options to travel and will fly Volaris and Viva Aerobus going forward.
You lost a lot of business from not handling this matter in a proper manner. We spent over $1500 USD on Premeir seats last year. Good luck staying afloat with the impending global recession.
Yours truly,
****** ****

Business Response
Date: 03/27/2025
March 27, 2025

BBB Complaint #******** | 05259531

Dear Mr. ****************** clear="none">Thank you for contacting us once again through the Better Business Bureau.

We regret that the response you received was not what you expected. We realize your disappointment because, you did not receive the response that you felt was appropriate. Nevertheless, we reiterate you that the *** vouchers 1390425749274, and 1390425750582 were issued on March 21 and 25 respectively, 2024.

Therefore, kindly be reminded that the redemption of the *** vouchers and the use of the flights acquired through the same, should be done before on March 21 and 25 respectively, 2025.

Please be reminded that it is not possible to extend or modify the validity of the *** vouchers according to Aeromxico's regulations and policies.

Mr. ****, we sorely regret the outcome of your request and not having met your expectations on this occasion.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 03/28/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.
No where in the terms of the vouchers we received did it state that travel must be completed prior to the expiration of the vouchers.
Please forward this conversation to your supervisor for further review.
Regards,
****** ****

Business Response
Date: 04/01/2025
April 01, 2025

BBB Complaint #******** | 05278920

Dear Mr. ****************** clear="none">Thank you for contacting us once again through the Better Business Bureau.

Please be advised that we have thoroughly reviewed your request and unfortunately we are not able to authorize it. We understand your situation but, as stated in the previous response, we must remind you that the *** vouchers 1390425749274, and 1390425750582 were issued on March 21 and 25 respectively, 2024.

Therefore, kindly be reminded that the redemption of the *** vouchers and the use of the flights acquired through the same, should be done before on March 21 and 25 respectively, 2025.

Please be reminded that it is not possible to extend or modify the validity of the *** vouchers according to *********'s regulations and policies.

Once again, we must decline any requests for further review on this same matter. We hope that you can understand and respect our decision, even if you continue to disagree with it. If we can address a different travel related matter, feel free to contact us.

We remain committed to providing each customer with the service they expect when choosing our brand.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 04/02/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

NOT resolved. Business refuses to address and resolve issue. I will continue to keep this complaint open until the issue is resolved.

Regards,
****** ****

Business Response
Date: 04/04/2025
April 04, 2025

BBB Complaint #******** | 05286576

Dear Mr. ****************** clear="none">Thank you for contacting us once again through the Better Business Bureau.

We regret to reiterate you that we have thoroughly reviewed your request and unfortunately we are not able to authorize it. We understand your situation but, as stated in the previous response, we must remind you that the *** vouchers 1390425749274, and 1390425750582 were issued on March 21 and 25 respectively, 2024.

Therefore, kindly be reminded that the redemption of the *** vouchers and the use of the flights acquired through the same, should be done before on March 21 and 25 respectively, 2025.

Please be reminded that it is not possible to extend or modify the validity of the *** vouchers according to *********'s regulations and policies.

Once again, we must decline any requests for further review on this same matter. We hope that you can understand and respect our decision, even if you continue to disagree with it.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 04/07/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

Complaint is NOT resolved. Terms of voucher did not explicitly state that travel must be completed prior to the expiration of the voucher.
WARNING: DO NOT Travel with Aeromxico!!
Regards,
****** ****

Business Response
Date: 04/08/2025
April 08, 2025

BBB Complaint #******** | 05307304

Dear Mr. ****************** clear="none">Thank you for contacting us once again through the Better Business Bureau.

We regret to reiterate you that we have thoroughly reviewed your request and unfortunately we are not able to authorize it.
Once again, we must decline any requests for further review on this same matter. We hope that you can understand and respect our decision, even if you continue to disagree with it.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 04/17/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

I will continue to keep this complaint open as you never informed us of the terms of the vouchers.
DO NOT fly with Aeromxico!!!
Regards,
******

Business Response
Date: 04/23/2025
Dear Mr. ************************ terms and conditions of the voucher were notified to you. They are also published on our website, as well as in the transportation contract, the terms and conditions accepted at the time of purchase that you accepted. These terms and conditions mention the validity of all ticket types, such as flight tickets, vouchers, and additional service tickets. Therefore, ********* cannot assume responsibility for passengers' compliance with them. We will therefore reiterate the final resolution previously provided.

Without further comment, I wish you a wonderful day.

Sincerely,

****** **** ****************************** a ************************* representative
Customer Answer
Date: 04/29/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

NOT resolved. Terms of the voucher did not state that travel must be completed prior to the expiration of the voucher.
DO NOT Fly with Aeromxico!!!

Regards,
******

Business Response
Date: 05/08/2025
May 08, 2025

BBB Complaint #******** | 05422419

Dear Mr. ****************** clear="none">Thank you for contacting us once again through the Better Business Bureau.

We regret to reiterate you that we have thoroughly reviewed your request and unfortunately we are not able to authorize it.

Once again, we must decline any requests for further review on this same matter. We hope that you can understand and respect our decision, even if you continue to disagree with it.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative

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