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.

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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:11/17/2022
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.
To Whom It May Concern,

On June 2, 2022 I purchased two airplane tickets from Aeromexico flying from Tijuana to Mexico City. The cost of each ticket was USD $223.40 ($446.80 total). The reservation code is WOMAEK and the ticket numbers are 1392129808535 and 1392129808536. I used a ******* *** credit card (ending in 4492) to purchase both tickets.

Due to a change of plans, I called Aeromexico's customer support and cancelled both tickets on June 3, 2022 within the 24-hour refund window. I received a refund receipt and was told I would receive the money back to my account within 60 business days.

After 60 business days had passed, I did not receive any refund. I called Aeromexico's customer support and they informed me that, according to their records, the refund had already been processed and that there may be a problem with my bank. I called my bank, ******* ***, and they informed me they had never received such a refund from Aeromexico.

I escalated the issue with Aeromexico (Case #: 02654500) and spoke to a customer service manager, but received no resolution to my problem. Aeromexico claims they already issued the refund but, as ******* *** confirmed, it never made it to my bank account.

Since 60 days have already passed, ******* *** can no longer dispute the charges. I have since called Aeromexico to see if they can help me but they already said there is nothing they can do since, according to them the refunds for both tickets ($223.40 each) has already been issued (which is not the case).

I am writing to the Better Business Bureau for assistance in getting a USD $446.80 refund from Aeromexico.

I have attached copies of the tickets and refund receipts that I received from Aeromexico.

Thank you for your time,
Manuel
Business Response
Date: 11/18/2022
Dear customer,

Thank you for contacting Aeromexico Customer Relations through the Better Business Bureau.

Regarding your case, we have verified that the refund was processed last June 2022, nonetheless, we have contacted the refunds department to inform them that you have not receive it yet.

We have requested a transaction confirmation or refund receipt. Once we have a response from said department we will forward any information we receive from them to you so you can contact your bank to request a clarification and/or investigation.

Thank you for your patience and understanding.

Cordially,

Aeromexico Customer Relations
Business Response
Date: 11/18/2022
Dear customer,

Thank you for contacting Aeromexico Customer Relations through the Better Business Bureau.

Regarding your case, we have verified that the refund was processed last June 2022, nonetheless, we have contacted the refunds department to inform them that you have not receive it yet.

We have requested a transaction confirmation or refund receipt. Once we have a response from said department we will forward any information we receive from them to you so you can contact your bank to request a clarification and/or investigation.

Thank you for your patience and understanding.

Cordially,

Aeromexico Customer Relations
Customer Answer
Date: 12/08/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 18431636, and have determined that this proposed action would not resolve my complaint.

Aeromexico sent me the same email and has not yet provided me with either (a) a refund for the original amount of the two tickets or (b) a copy of the receipt that shows the refund was credited to my ******* *** bank account.

Regards,
Manuel Machado

Customer Answer
Date: 12/08/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 18431636, and have determined that this proposed action would not resolve my complaint.

Aeromexico sent me the same email and has not yet provided me with either (a) a refund for the original amount of the two tickets or (b) a copy of the receipt that shows the refund was credited to my ******* *** bank account.

Regards,
Manuel Machado

Business Response
Date: 12/12/2022
Dear customer,

The information will be sent as soon as we receive it.

Cordially,

Aeromexico Customer Relations
Business Response
Date: 12/12/2022
Dear customer,

The information will be sent as soon as we receive it.

Cordially,

Aeromexico Customer Relations
Initial Complaint
Date:11/16/2022
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 made flight reservations April 2021 which had to be canceled due to Aeromexico changing my flights. My refund was held for a year due to their Covid return policy. I called April 2022 to secure my refund. They opened a case (02499710) May 2022 and I have been completely ghosted! I’ve email and called and was told that only the customer care email can help me but NOT email again because every time I send an email it re-starts my case. No one can help me live and no one responds via email.

When I initially called they said my money would be refunded via ****** and ****** would have to “release the funds” to me. That was a was a complete lie! I called ****** and they confirmed Aeromexico did not refund anything and that they do not hold or release money that way (a refund is directly refunded and they didn’t receive a refund for my tickets).

I canceled my tickets April 2021, honored the year waiting period to get my money refunded and have been trying unsuccessfully to get my money back since April 2022. This is WRONG and based on the recent ruling by regulators of their wrongdoing due to their cancellation and refund policy, I’m not the only one that Aeromexico has screwed over.
Business Response
Date: 11/17/2022
Dear
Ms. Lopez,

Thank you for contactimg Aeromexico Customer Relations through the Better Business Bureau.

We have received your claim but we could
not find your ticket. Unfortunately, it is not possible to open the documents you sent in the Better Business Bureau claim. Please consider that you need to include complete
information, flight details and documentation (if applicable) in order for us
to review the case.

Please reply to this email and include in the text:

- Aeromexico ticket number (13 digits), booking
code and original travel date.

Once we receive the information we will
gladly review your case.

Cordially,
Aeromexico Customer Relations
Initial Complaint
Date:10/31/2022
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.
On February 15th, 2020, I bought a round-trip flight for my father to depart on September 18, 2022. On the day of the flight, my father arrived at the Aeromexico station in the airport in order to check-in his luggage. He was informed by the Aeromexico attendant that he couldn't board the plane because his ticket was reimbursed, a reimbursement that we never asked for, nor were notified of. Even a few days before the flight, my father still received email correspondence from Aeromexico reminding him about the upcoming flight, and the day before the departing flight my father received an email from Aeromexico letting him know that online check-in was ready. All my father was told on the day of the flight was that the ticket was reimbursed, he could not board and the ticket refund would arrive in 5-7 days. Not only we had to purchase an emergency flight for him that was almost 3 times more expensive, but we also lost the money for the first two days of a hotel that was previously paid for, and UNTIL THIS DAY (43 DAYS AFTER THE INCIDENT) I HAVE NOT RECEIVED THE REFUND. I have reached out many times, asking for the refund or even a tracking number so that at least the refund can be tracked by my credit card representatives and no information has been provided. All I have been told by Aeromexico representatives is: "The ticket was already refunded".
Something that blows my mind, is that even a couple of days after they canceled my father's flight, we were still receiving emails from Aeromexico asking for a rate of how the flight was, and even received an email from Aeromexico informing us that online check-in was ready the day before of the returning flight EVEN THOUGH they canceled the flight!.
Please be careful! avoid as much as possible buying from Aeromexico: canceled flight, no help provided to the customer, no refund, no information, no resolution, and useless customer service.
Business Response
Date: 11/01/2022
Dear customer,

Thank you for contacting Aeromexico Customer Relations through the Better Business Bureau.

Regarding your case, we have verified that the refund of the ticket is the result of the transaction dispute you filed with your bank. Due to this, refund or compensation is not applicable.

For any further inquiry regarding the refund status or the location of your funds, you have to continue the process with your financial institution directly.

We hope that you and your family stay safe.

Cordially,

Aeromexico Customer Relations
Customer Answer
Date: 11/01/2022
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,

Aeromexico,
The day when I purchased the roundtrip for my father, I was charged twice for the ticket (as it can be seen in the file attached to this response). Yes there was a transaction dispute that I filed, but it was because I disputed that double charge that happened on the day I purchased the flight of my father. As a result of that dispute, I received the refund of one of the double charges to my card. My card was left with only one charge, which corresponded to the flight reservation of my father. The flight reservation was still there, we were still getting emails about the flight such as: updates, modifications to the departure time, emails asking if were interested in upgrading the flight to first class, and the email notifying that online check-in was ready. However, on the day of the flight my father was told that we could not board, and that his ticket was reimbursed, and to wait 5 to 7 days for that refund. That's what my complaint is about, not only my father's flight reservation was canceled without any time notice, but still that supposed reimbursement has not happened.

Business Response
Date: 11/07/2022
Dear cuatomer,

Please note that whenever you make a dispute is for the whole purchase, it cannot be separated because the charge was part of the same transaction.

As previously stated, for any further inquiry regarding the refund status or the location of your funds, you have to continue the process with your financial institution directly.

Cordially,

Aeromexico Customer Relations
Customer Answer
Date: 11/21/2022
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,

Aeromexico,
I have spoken to my credit card representatives many times and they confirmed many times that there is not such refund from Aeromexico. At least I need a tracking ID or something from that refund because I know that I will never get a resolution from you guys.
Initial Complaint
Date:10/31/2022
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.
To summarize: I purchased a flight ticket with specific departure and returning dates but the returning date was changed by the airline to a prior date WITHOUT notifying me.

I purchased a flight ticket with June 25, 2022 Departure date and August 27, 2022 Returning date. On the original itinerary, the return flight date was August 27, 2022. However, a few days before August 27, the date for the return flight segments was changed to prior day August 26, 2022 without properly informing me of such changes resulting in missing return flights and incurring in additional expenses to buy a return ticket in another airline.

I understand it is regular practice itinerary changes initiated by the airlines fully engaging impacted passengers via different communication channels provided at the time the ticket is purchased. In this case, I never received any email notifications nor phone calls/texts/voicemails about the changes.

I contacted Aeromexico and they said that I was contacted 8 times via email and phone calls. I checked my inbox, scam, junk folders as well as voicemails and calls history log but I couldn't find a single email nor call
from Aeromexico in regards to the change. I would miss 1 or 2 but no 8 so I don't rely on their statement. I asked the Airline customer service representative for evidence that their email attempts were successfully
delivered from their system to my email address but they were unable to provide supporting evidence. I also requested the airline to issue a return ticket for another date after the initial return day August 27 but It was
denied. I also emailed to amcustomerservicesupport requesting refund for the non used portion of the flight ticket . I received an email reply with Case number: 02674654 then they forgot about my case. They never responded my multiple inquires for status nor resolution.

I am looking for a 50% refund of the total amount that I paid when I purchased the ticket. It is for
the unused portion of the flight.
Business Response
Date: 10/31/2022
Dear customer,

Thank you for contacting Aeromexico Customer Relations through the Better Business Bureau.

We have reviewed the history of Ms. Juana ******** booking and we have confirmed that the trip modification notification was sent to the following addresses: **********@HOTMAIL.COM ************@GMAIL.COM A text message was also sent to the phone number ************5 (edited for your privacy).

Please note that the notification was also sent to the travel agency originally used to make the ticket purchase. Said agency was responsible to contact you to let you know about any change made to the original itinerary. Due to this, the refund you request is not applicable.

We want to thank you for bringing this matter to our attention and hope that this experience does not prevent us from being of your preference in your future travel plans.

Cordially,

Aeromexico Customer Relations
Customer Answer
Date: 11/02/2022
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.

Business (Aeromexico) simply saying that the trip modification notifications were sent to my email addresses and phone number cannot be accepted as proof.

I am requesting to Aeromexico, technical proof that the email notifications were sent to my email addresses.

Email messages leave a trail as they travel from the sender to the recipient. This trail is visible in the “Received” email headers of the message. Please provide copy of the trip modification email notifications sent to my email addresses including the full headers from the messages sent(please see sample attached). Once I receive this information, I will validate authenticity with my email service provider.

Aeromexico also mentions that the travel agency originally used to purchase the ticket was notified. This is a false statement as per Priceline which is the travel agency. I contacted Priceline and after they reviewed the history logs for this flight ticket they said that no trip modification notification had been received at any time from the Aeromexico. In fact, Priceline submitted a request to Aeromexico for a refund of the unused portion of the flight. I am attaching proper proof of this request initiated by Priceline.

As you can see, I am not the only one who claims never receiving the trip modification notifications. Priceline seconds this claim resulting in request for partial refund

Regards,

Business Response
Date: 11/07/2022
Dear customer,

Thank you for contacting Aeromexico Customer Relations once again.

Please note that it is not possible to send the specific proof you request, nonetheless, attached you will find the evidence of the notification that is automatically recorded in the historical record by the notifications system.

Cordially,

Aeromexico Customer Relations
Customer Answer
Date: 11/10/2022
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.

Evidently, Aeromexico has failed to provide the proper evidence requested. Instead Aeromexico has provided entry records of trip reminder notifications with neither date nor time stamps information. Those trip reminders may be associated to any segments of the trip and they obviously do not prove that I received any notification about the trip modifications. What Aeromexico has provided is irrelevant and misleading to what is being discussed. My clear request was evidence of 'TRIP MODIFICATION NOTIFICATIONS' not Trip reminders. Please at this point, I request final resolution by processing the refund asked so further escalation engaging Texas Consumers Affairs can be avoided.

Regards,

Marco ******

Business Response
Date: 11/11/2022
Dear customer,

Thank you for contacting Aeromexico Customer Relations once again.

Please note that the evidence previously sent specifies that the reminders were for the flight AM2689 which is the one missed by the passenger. It was not a random or general reminder.

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.

Cordially,

Aeromexico Customer Relations
Initial Complaint
Date:10/30/2022
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.
I booked an aeromexico flight from ********** ** ** ****** ******** ****** departing 1st Aug. My luggage did not arrive at my first flight change and I arrived at my holiday destination with no luggage. Aeromexico gave me a tracking number and it told me it was still searching for my last bags. I arrived in Puerto Vallarta for a 6 day vacation with no belongings. Since Aug 1st it has been impossible to contact Aeromexico and now 3 months later iam still trying to resolve my claims for expenses incurred. Emails, phone calls. Voice mails have all been basically ignored.
All required documentation was sent as requested and agents have indicated they have sent to management..but no follow up as promised has occurred.
I was informed telephone numbers can be blocked so today I called the number I had been texting which was a baggage number in Orlando. My call was unanswered so I had a friend call at the same time....his was answered and he was able to transfer the call to me. So today, 3 months later I was able to speak with an agent and supervisor. I was offered $250 for the expenses for the first 5 days and originally 300 for damaged luggage that was quickly nit offered. I was told I needed to contact customer services which I had already done on 2nd Aug and recieved an email on 12th Sept saying they had not forgotten me and I would be contacted...which iam still waiting for.
My 6 day trip was ruined as time was spent daily shopping for clothing, no assistance from AM or advice.
Eventually luggage was found and delivered to my home address 18 days later and damaged.
Now waiting for a promised call back from supervisor who offered the 250 max payment foe 5 days delay and retracted the agents 300 baggage damage offer.
I had to purchase all clothing and toiletries for my 6 day vacation as I had no belongings and incurred other costs such as taxis to stores.
I indicated the the DOT state that airlines can't impose a daily restriction. AM now want to restart my claim.
Business Response
Date: 11/02/2022
Dear customer,

Thank you for contacting Aeromexico Customer Relations through the Better Business Bureau.

Regarding your claim, we extend our sincere apologies for the delay of your baggage. We have reviewed the irregularity report and confirmed that the bag delay was caused by the carrier in which you initiated your travel, ******.

It is important to mention that the time taken for you to receive it was the same time it took the previous carrier to send it to us. Once our baggage staff had control over it, it was immediately forward it to you. Unfortunately this was after your travel was completed.

Due to this, we want to reiterate the compensation offer of $250 USD.

In order for us to process it, we kindly ask you to send the ***** ****** ** **** ****** **** ****** ********** ** ******** ********. Debit cards are not accepted.

We will be waiting for your response to continue.

Cordially,

Aeromexico Customer Relations
Business Response
Date: 11/09/2022
Dear customer,

No further response will be sent through the Better Business Bureau. Any other interaction will be handled through the Department of Transportation.

Cordially,

Aeromexico Customer Relations
Initial Complaint
Date:10/28/2022
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.
Transaction: 5/4/2021
Amount: $521.90
AeroMexico agreed to a refund after 12 months processing (date after 12 months would be August 31, 2022); still has not been received as of 10/28/22
I purchased premier seating. After multiple equipment changes and without notification from AeroMexico, they could not confirm premier seats roundtrip. They agreed to a refund after 12 months processing and still have not provided.
Reservation code: ****** Ticket Number: *************
Business Response
Date: 12/08/2022
Dear Ms. *****,

Thank you for contacting Aeromexico Customer Relations once again.

Regarding your case, we have verified that the refund was already processed, nonetheless, we have contacted the refunds department to inform them that you have not receive it yet.

We have requested a transaction confirmation or refund receipt. Once we have a response from said department we will forward any information we receive from them to you so you can contact your bank to request a clarification and/or investigation.

Thank you for your patience and understanding.

Cordially,

Aeromexico Customer Relations
Customer Answer
Date: 12/08/2022
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.

They found they approved a refund and should have provided, yet have to go verify why the refund was not issued. This is their error, not the credit card company. I verified on statements and with the credit card company they never tried to issue. They can easily verify and credit back or send a check for the funds they owe. I’m not sure why in the request to validate the refund they could not also show if it was issued and how they tried to issue. It’s because they didn’t do anything.

Regards,
Amanda *****

Business Response
Date: 12/12/2022
Dear customer,

Thank you for contacting Aeromexico Customer Relations through the Better Business Bureau.

Regarding your case, we have verified that there was an internal error with the information registered and due to this, the refund was not correctly processed.

We have requested the correction and forwarded it to the area responsible of the processing. They will give the authorization to process the refund however, it might take up to 45 business days for you to receive the funds.

We offer you an apology for the inconvenience this situation may cause. We appreciate your kind understanding during this unprecedented time.

Cordially,

Aeromexico Customer Relations

Customer Answer
Date: 12/12/2022
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.

While the business has acknowledged it was their error in processing the refund may take 45 business days to issue. That’s over two months they have to pay accordingly. I’m keeping the complaint open until I receive the full refund.

Regards,

Amanda
Initial Complaint
Date:10/25/2022
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.
We originally booked refundable airfare tickets on September 22, 2021, to depart on October 5, 2021. We booked three tickets totalling $1,802.31. On October 2, 2021 , I went to upload the documents needed for my *** *** to fly. There was a notice on the website advising that they no longer allowed animals over a certain weight (and my dog is over that limit). I called Aeromexico first thing in the morning to see if they would honor their previous policy, and I was advised that they would not and she would not be allowed in the cabin. As the airport we were flying to did not allow for animals to arrive in the cargo hold, we were no longer able to fly to that destination. The only option we had was to an airport in another area of the country, and have my *** spend 16+ hours in a crate without food, water or relief breaks (from check-in at departure airport to arrival at the destination airport). As this was not humane and discouraged by our veterinarian, we chose to cancel our flights and book with another airline that had a better route. I was advised that the refund would take "up to 12 months". I received an email advising that the flights were cancelled and the refund was in process. We understood those terms and patiently waited the 12 months. By October 10, 2022 we still had not received a refund, so I called Aeromexico. I was told that the flights were non refundable, but that I could submit a complaint to Aeromexico Customer Support. I emailed right away on October 10th, followed up October 20th, and 25th. I have yet to receive any response from Aeromexico, and Visa has advised that because the charge is over 6 months old, they are unable to dispute the charge. As far as I am concerned, selling refundable tickets, confirming you will refund people according to your company policy and then failing to do so, constitutes as fraud. I hope this reaches Aeromexico's attention, and I would appreciate a refund immediately.
Business Response
Date: 10/27/2022
Dear Ms. ********,

Thank you for contacting Aeromexico Customer Relations through the Better Business Bureau.

Regarding your case, we have verified that there was an internal error with the information registered and due to this, the refund was not correctly processed.

We have requested the correction and forwarded it to the area responsible of the processing. They will give the authorization to process the refund however, it might take up to 45 business days for you to receive the funds.

We offer you an apology for the inconvenience this situation may cause. We appreciate your kind understanding during this unprecedented time.

Cordially,

Aeromexico Customer Relations
Customer Answer
Date: 10/28/2022
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.

The company has agreed to refund the original cost however it will take an additional 45 days. If the refund is actually processed, I will obviously consider the complaint resolved. However given the history, until the refund is actually received, I would like to leave the complaint open.

Regards,

Business Response
Date: 11/02/2022
Dear Ms. ********,

Thank you for your patience and kind understanding.

Cordially,

Aeromexico Customer Relations
Initial Complaint
Date:10/24/2022
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 a flight for two to Mexico on AeroMexico airline through ********* on June 22,2022. I had to cancel one of my tickets on 7/6/2022 and was informed that it would take 6-8 weeks to receive a full refund. I waited the full 8 weeks then contact AeroMexico multiple times to check on the status of my refund. No one was able to help me via telephone, I was hung up on by management multiple times and told to send an email to customer service. I submitted the email and received a generic email back that they would contact me. I still have not heard back. I have tried to reach out via their customer support chat online and always given contradicting information. They keep telling me that my refund was submitted back in June, but I didn't cancel my ticket until July. At this point they are refusing to help me further.
Business Response
Date: 10/24/2022
Dear Ms. *******,

Thank you for contacting Aeromexico Customer Relations through the Better Business Bureau.

Regarding your case, we want to confirm that the refund was
processed last July 6 and it should have been reflected to the original form of
payment in approximately 30 business days after said date. Please find the receipt attached.

If you have not received the funds yet, please contact you
bank to request an internal investigation.

We hope that you and your family stay safe.

Cordially,
Aeromexico Customer Relations
Initial Complaint
Date:10/22/2022
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 was flying from Portland, OR to Mazatlan on 10/7/22. I was put on the wrong connecting flight out of LA and missed my connection due to negligence on the part of Aeromexico. It started when the wheelchair attendant brought me to the wrong gate, but the ticket taker clearly didn't look at the ticket and neither did the flight attendant who brought me to my seat! It was only when a man said I was in his seat that anyone noticed! By that time even though my plane hadn't left they wouldn't let me on it. I had to take such a late flight that I missed my connection to Mazatlan, where I had paid for a night at a lovely Bed and Breakfast. I wasn't dressed for the cold in Mexico City and I was treated very rudely especially by the manager Raul. I didn't get into a hotel until 2AM that was supposedly 5 stars but clearly wasn't as you can see by photos of huge chunks of enamel missing from the bathtub and dirty carpeting. I got hardly any sleep in order to make my connection. I didn't arrive until mid afternoon the next day! The employees tried to blame Delta when it had absolutely nothing to do with them. When I tried to make a complaint using their form I didn't have the ticket # as they took it at the gate! When I called a ticket agent to try and get help with this, he said that I didn't exist anywhere! Not even my frequent flyer # which is ********* nor was there any record of me on the flights I actually did take. The only one I have a ticket for at hand is the a Delta one operated by Aeromexico on the 8th at Flt AMO350 at 9:45am GYRUOY is the other code that might be helpful I am not happy to say the least and would be happy to go into further detail. I just can't let this rest as it is. I sent a letter to AeroMexico and have had no response. I could have paid less for a ticket if I wanted to arrive the next day, and I also could have paid for one less night at a hotel! I sure would appreciate your help. Thank you
Business Response
Date: 10/24/2022

Dear Ms. ***,

Thank you for
contacting Aeromexico Customer Relations through the Better Business Bureau.

Regarding your comments about
the service received, we extend our sincere apologies. We know that
these situations need to be addressed as soon as possible.

We have verified
that the reason of the misconnection was that the staff in charge of the wheel
service took you to the incorrect waiting area. By the time the error was
detected, it was not possible to take you to board the correct flight as you have
mentioned, nonetheless, our staff took the necessary steps to protect your
itinerary until the final destination. This included meal vouchers and hotel accommodation.

Please note that Aeromexico is not responsible of the hotel conditions and
maintenance. It is also important to mention that the error of the land service
provider staff is not responsibility of Aeromexico but of the contractor.

The comments you have shared with us have been forwarded to their management
area in order for them to provide appropriate feedback to their staff and
improve their service.

Although we
understand the inconveniences you experience, we want to assure you that we
work hard every day in order to provide the best service. We cannot offer you
compensation or refund because of this situation.

We want to thank you
for bringing this matter to our attention and hope that this experience does
not prevent us from being of your preference in your future travel plans.

Cordially,

Aeromexico Customer Relations
Customer Answer
Date: 10/25/2022
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,

This response is ridiculous. They try to put the blame on everyone but themselves. It doesn’t matter that the wheelchair attendant brought me to the wrong gate. It was right by the correct gate. The point that they refuse to acknowledge is that TWO of their employees neglected to look at my boarding pass and that is why I was seated on the wrong plane. I was boarded early as I am disabled and would have had time to make the connection if either person had been doing their job. I would have wound up in Minnesota if not for the man saying I was in his seat! There is a reason they have such a high complaint rate and horrible reputation. They don’t take any responsibility when they are clearly at fault. Are they seriously saying their employees did their jobs and what happened to me was okay?! It was anything but and I was treated so disrespectfully by their employees at the airport and now! Unbelievable and unacceptable.
Initial Complaint
Date:10/21/2022
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 purchased originally tickets for a flight from sfo to gdl. That flight was canceled so I received a voucher for $436.36 towards the purchase of another flight.
I found a flight that worked from smf to gdl. When purchasing the flight, it totaled $555.96.
I entered the voucher number and put my credit card info to cover the remaining balance,$119.60.
My credit card was charged twice.
Once for the voucher amount, and a second time for the remaining balance amount.
I’ve repeatedly asked by email and phone for Aeromexico to refund me the voucher amount but the have given me varying responses . One email stated that they cannot give refunds, . I feel that I’ve exhausted all avenues directly with Aeromexico and am looking for help from you with this matter.
My reservation code is ******
My case number for this complaint is 02761622.
Business Response
Date: 10/24/2022
Dear Mr. ********,

Thank you for the time you took to contact Aeromexico Customer Relations
through the Better Business Bureau.

Regarding your case, we have verified that our staff already assisted you in the case you created directly with us. The response was sent to you last October 17. For any further inquiry we kindly ask you to follow up your case only through your original case number.

Cordially,
Aeromexico Customer Relations
Customer Answer
Date: 10/25/2022
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 company Aeromexico contacted me only to tell me that they could not refund my credit card. And that the case was closed. That doesn’t seem like them trying to work with me. This is an error on their part that has charged my credit card $436. They are not working in good faith.

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