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:10/19/2022
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.
Bought a flight ticket and requested a refund after AeroMexico as they changed the original flight itinerary 2 days after purchase. AeroMexico gave me a voucher with an expiry. It does not say on their website when I purchased the ticket that there is expiry for the voucher for the kind of ticket category I purchased.

I would like a refund
Business Response
Date: 10/21/2022
Dear customer,

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

Regarding your case, we have verified that you accepted the exchange of your
ticket for an airline service voucher. Please note that the validity
of the voucher was disclosed before the exchange was made.

It is important to mention that it is not possible to make neither changes nor
extensions to previously accepted settlements, therefore, we recommend that you
try to make full use of your voucher before the expiration date which is
October 10, 2023, otherwise, the
document will expire definitely.

We appreciate your kind understanding during this unprecedented time. We hope
that you and your family stay safe.

Cordially,

Aeromexico Customer Relations
Customer Answer
Date: 10/31/2022
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.

[I was told by the rep that I can contact another department only after I accept voucher, so I accepted. Later, I reached out to the email provided and was told that since I accepted I cannot get a refund. Both seem contradictory and misleading in terms of information. ]

Regards,

Business Response
Date: 11/02/2022
Dear customer,

Please be advised that we have carefully reviewed your request and unfortunately we are not able to authorize it. We understand the situation but, as stated in the previous response, we must remind you that it is not possible to make neither changes nor extensions to previously accepted settlements.

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 provide each customer with the service they expect when choosing our brand. We assure you that your concerns have not gone unnoticed.

Cordially,

Aeromexico Customer Relations
Initial Complaint
Date:10/18/2022
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.
Confirmation # ******

On 10/14/22 my Aeromexico flight was scheduled to leave 12:09am. I drove over 2 hours to the Tijuana airport only to receive an email saying my flight was cancelled with no explanation. I called AM right away to see what was going on. I spoke to someone that put me on hold for 15 min and then hung up. I called back waiting on hold again for a long time. The CS Rep kept saying my flight wasn't cancelled, when it in fact was. He then realized it was cancelled but reassured me that he can switch me to a new flight 173 leaving at 1am. I looked up the flight and told him it was delayed to 12:43 pm. He kept telling me that it was not delayed and switched my flight anyways, refused to give me a refund. I then waited in line at the CBX Aeromexico and spoke with Luz. She printed our tickets and told us she could not verify when a new plane would leave. She put notes in the system and wrote on our tickets and told us call customer service and they would give us a refund since the flight times were over 12 hours away. I had to spend $323 for a new last minute ticket from another airline as I had to meet with my Lawyer by 12pm in Playa Del Carmen.

I called AM Customer service he refused to refund me and accused me of not showing up. My printed tickets are proof i did. He told me they cancelled my returning flights from cancun. I sat on the phone for over an hour so he can re-instate my flights. in addition, I boarded flight 0521 on 10/17 and this plane was hot my AC was not working, my table on my seat had what appeared to be snot and with COVID 19 regulations this plane was obviously not sanitized. I am requesting a full refund for both mine and my Mario's tickets and an additional DECENT flight credit for the inconvenience. call center customer service are unprofessional & unhelpful. They have no clue which flights are delayed they keep saying they don't have access to note or flight delay information which is crazy! Photos attached
Business Response
Date: 10/21/2022
Dear
Mr. ********,

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

Regarding your claim, we have verified that our staff already
reviewed the situation you described and assisted you in the case you created
directly with us. For any further inquiry we kindly ask you to follow up your
case only in that case.

We 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: 10/21/2022
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,

Hello I did get an email from Aeromexico but it is a slap in the face that they did not give me my refund they gave me $23 in credit for the dirty plane, they did not care about the AC issue or the fact that I waited hours on the phone with their agents. They gave me a credit for my ticket amount but still I should receive a credit plus my refund I am not happy with this response please look into it further
Business Response
Date: 10/24/2022
Dear Mr. ********,

Please be advised that our staff has carefully 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. If we can address a different travel related matter, feel free to contact us.

We remain committed to provide each customer with the service they expect when choosing our brand. We assure you that your concerns have not gone unnoticed.

Cordially,

Aeromexico Customer Relations
Initial Complaint
Date:10/17/2022
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.
Like others on here, I too cancelled my flight and opted for the refund after 12 months. It has been well beyond the 12 month window. I have tried calling them no less than a dozen times. Every time I speak to them they claim "they're not the refund department" yet they give you no way of contacting the refund group other than email. I've been told they've escalated it and that I'll hear by "72 hours" at least 3 times. My initial email to their refund department was sent from me to them on June 21. Here we are almost 4 months later and still no refund or even a response from that group. It's a joke of an institution. This company owes me almost $1,000 and they refuse to take any steps to make it right.
Business Response
Date: 10/20/2022
Dear Mr. ********

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

Regarding your case, we have verified that the refund request was cancelled when you contact our call center and requested to reschedule your tickets which you used to travel last March 2022.

It is due to this that the refund of the tickets you already used cannot be processed.

Cordially,

Aeromexico Customer Relations
Customer Answer
Date: 10/21/2022
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.

It's frustrating and disappointing that you didn't actually read my full refund request nor actually look into the information of this case. My original booking was for 4 tickets. You are correct that I rebooked two tickets in March. But that was only two tickets for **** *** ***** ******* (Replacing the original ticket numbers ************* *** *************). I am not owed a refund for those two tickets. HOWEVER, I am still owed a refund for the other two tickets (Passenger **** ******* ****** * ************* *** ********* **** ******* ****** * *************). Those tickets were never used and I am owed a refund in the amount of $997.20 for those two tickets. Please see my original refund request for more specifics if needed. A copy of that original refund request was also put in this complaint as an attachment. Please process this refund immediately.

Regards,

******* *******
Initial Complaint
Date:10/14/2022
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.
DOT case number ************ I’ve been waiting 12 months per policy for the refund of my tickets. After 12 months and without explanation “due inconsistencies with my bank” they sent me a message saying my refund would take an extra 45 business days. It’s been more than that 45 business days. I need help with this company. We are in the US not Mexico where this practices are normal. This company is taking advantage of me.
Business Response
Date: 10/20/2022
Mrs. Garcia,

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 October 5 and it should be reflected to the original form of payment in approximately 30 business days from said date. The refund receipt is attached.

Cordially,

Aeromexico Customer Relations
Initial Complaint
Date:10/10/2022
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 purchased tickets from JFK to Oaxaca mexico with a layover in MDX on Aeromexico. I received a notification that the airline had changed my flight and that any seat preferences that had been previously booked needed to be set again. I went online and was offered an upgrade to class premier for 70$ per passenger for my flight from JFK-OAX. It was never mentioned that the upgrade was only for the second leg (MDX-OAX) of the trip and not the whole trip. In fact, it clearly stated that the upgrade was for my upcoming JFK-OAX flight. I feel that I was fraudulently led to believe the upgrade would cover the whole trip. I would not have purchased the upgrade for such a short flight.
Business Response
Date: 10/19/2022
Dear Mr. Pillsbury,

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

We have received your claim but we could not find your tickets. 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:

- Aeromexico ticket numbers (13 digits), booking code and original travel date.
- Supporting documentation (if applicable).

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

Cordially,

Aeromexico Customer Relations
Initial Complaint
Date:10/09/2022
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.
On 8/17 I purchased a flight from Aero Mexico website. It stated that I had 24 hours to cancel with a full refund. However, the next day I tried to cancel but there was a glitch on their website that would not translate the cancelation page into English. The site glitch is still happening by the way. I called Areo Mexico and they told me that I had to send an email to customer service as this was the only way to request a refund. I sent have sent 2 emails and have not heard back from them in over a month. Their agents at the phone number consistently say they can not help me and I can only speak to customer service through email. I would like to get a refund for the flights.
Business Response
Date: 10/19/2022
Dear customer,

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

Regarding your case, we have verified that your tickets were purchased in our
Mexico website and paid in Mexican pesos.

We also
verified that you cancelled the tickets and requested the refund through airline
service vouchers. Receipt is attached.

Please
note that this was done according to the instruction you input in our website
and it cannot be reverted. Due to this, the refund to the original form of
payment is no longer possible.

We hope
that you and your family stay safe.

Cordially,
Aeromexico Customer Relations
Customer Answer
Date: 11/03/2022
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,

Hello,

On 3 occasions I notified Areo Mexico by email about the refund and they have still never responded to those emails over 2 months ago. I was finally able to find a friend to help me translate the website into english in order to cancel tickets but there was no option for refund. I do not think it is satisfactory that Areo Mexico can simply not respond to my email request and then say that because I cancelled the tickets for a voucher that I can not get a full refund. I first attempted to cancel within the 24 hours of purchase but the site would not translate. I do not want the voucher. I only cancelled because I was worried they would not give me anything and I would have wasted the flight as the departure date approached. I would like a refund!

Business Response
Date: 11/03/2022
Dear customer,

Thank you for contacting Aeromexico Customer Relations once again.

Regarding your case, it is important to mention that it is not possible to make neither changes nor extensions to previously accepted settlements, therefore, we recommend that you try to make full use of your vouchers before the expiration date which is next September 8, 2023, otherwise, the documents will expire definitely.

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:10/04/2022
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 recently purchased 3 flight tickets through aeromexico. I paid for travel insurance in case of emergencies. One of the passengers is currently hospitalized and unable to fly. We have been trying to get a hold of a helpful rep. They transfer me from rep to rep and give me false information or wrong phone numbers. No one seems to know the insurance phone number or who to contact. I am trying to get a refund or just change the dates of travel. They keep wanting to charge excessive penalties. We even have proper documentation from hospital. The reps are not helpful in any way. What was the point of me getting insurance if it doesn't cover anything they need to let consumers know about it before they pay for it.
Business Response
Date: 10/05/2022
Dear Ms. *********,

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

Regarding your case, we want to inform you that customers that opt for basic airfares (V) cannot be refunded and cannot make modifications to the itinerary originally selected either, whenever a voluntary change is requested.

Terms and Conditions are:

Voluntary changes

Defined as the customer wanting to make a change to his/her itinerary voluntarily.
Basic fare rules will apply (non-refundable, non-changeable)

Please note that the insurance you purchased does not cover refunds. You can review the Terms and Conditions in the policy you received after the purchase.

We could not find any supporting documentation of the situation you describe and due to this, it is not possible to review a possible alternative.

We hope that you and your family stay safe.

Cordially,

Aeromexico Customer Relations
Initial Complaint
Date:10/04/2022
Type:Customer Service 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.
To whom this may concern,

I'm contacting you guys in regards to the attached reservation. I was traveling back home from ****** **** ** ******* 10/01/2022. I take this route due to the accessibility to the *** since I live in San Diego. I arrived at the airport at 5am. Normally I'm 3hrs ahead of time at airports to avoid any changes. This morning I noticed several times that the gate kept changing on the screen for my flight. Since my flight boarded at 810am and departed at 840am, I decided to head over to the gate around 8am. By the time I arrived it was 810am. I noticed there was noone at the gate so I asked the person there where everyone was and they stated that the gate was changed from A to B. So I walked over to gate B(815am now). I walked up to the rep and handed him my boarding pass. He stated that it was too late to board the flight and that the gate was closed because the airplane was about to leave. Again it was 815am and I made him aware how that was possible if the ticket stated boarding was at 810am and departure was 840am. He refused to listen, was incredible rude, disrespectful and asked me to speak to customer service if not he would have security arrest me and ban me from the airport. I walked over spoke to customer service and they told me that their boss(the same gentleman who refused to let me board the flight) had canceled my flight without a refund and I would need to book a new flight. By this time I was now incredible annoyed and felt cheated by Aeromexico after so many years of traveling with your airline. So I agreed to book a new flight and not argue but they refused to help and directed me to go speak to the sales team located at the entrance of the airport. When I arrived, they quoted me $1100 one way home. To verify I wasn't being cheated, I checked prices online and found the same flight for $260. The sales team couldn't justify this so I simply walked away with my new online purchase and waited 4hrs extra to fly back home.
Business Response
Date: 10/04/2022
Dear Mr. ********,

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

Regarding your case, it is important to mention that passengers are required to
check-in at least 2 hours prior departure as stated in the Boarding Times
section of the following link: https://www.aeromexico.com/en-us/travel-information/airports

Please note that rescheduling an already existing ticket in the airfare you
originally acquired is more expensive than purchasing a brand new ticket with
basic fare. Additionally, online price quotes can only be acquired through the
website.

It is important to mention that partially used tickets can be refunded only
through service vouchers. In this case, we can offer you the refund of the
non-used segment of the ticket through said voucher. Please let us know if you
accept it in your reply to this email.

Cordially,

Anibal R********
Customer Relations Representative
Customer Answer
Date: 10/06/2022
[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.

Please advise on next steps and feel free to contact me direct at ************
Initial Complaint
Date:09/27/2022
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 was told I was going to get a refund a year from the cancelation date which was 9/27/2021. As of today 9/27/2022 I have not received a refund from Aereomexico. I have attempted several times to call in regards to this and to update a new debit card I have and I always get directed to via email only. Various a agents tell me different, that a refund should reflect due to bank account being the same, others ask for pictures of both cards previous and new and copy of bank statements showing activity with cards. my ID and a letter from bank saying they changed my card. I contacted the bank regarding this and was advised that pictures of cards and bank statements shouldn't be asked in order to get a refund. I emailed Aereomexico again regarding my refund and they do not give me a date nor my refund
Business Response
Date: 09/28/2022
Dear Ms. ******,

Thank you for contacting us back through the Better Business Bureau.

Regarding your case, we want to inform you that that the refund has been applied, however, when trying to generate a receipt, the interbank system does not generate a reference number. Our technical support area, as well as the technical support representative of the banking institution, is already aware of this incident, so that your refund is reflected in your account as soon as possible. At this time, we cannot verify an exact date of issuance and verification of the same, so we appreciate your understanding and patience while we keep monitoring your refund process.
Thank you for your kind understanding.

Cordially,
Aeromexico Customer Relations
Customer Answer
Date: 09/28/2022
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.
I have contacted my bank and I am being advised that there is nothing pending nor processing on my account.

Regards,

Business Response
Date: 10/04/2022
Ms. ******,

Once again, we want to reiterate that we cannot verify an exact date of the refund completion. We appreciate your understanding and patience while we keep monitoring your refund process.

Cordially,

Aeromexico Customer Relations
Initial Complaint
Date:09/25/2022
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.
On 5/28/22, my daughter, traveled to Mexico through Aeromexico. When she arrived her luggage was lost. She presented a complaint, and was given a case number. Every time she called she was told to wait, which she did.
Upon her return I called 15+ times to different numbers seeking resolution just to be given a different phone numbers each time. I've talked to ******** Justin, 2 airport employees, two employees that didn't provide their name, & left a message on several answering services. I sent emails, had my sister call in Mexico, & tried their ******** and ******** communication system. 3 months later we still do not have a resolution. The most I received was an email on July 3, 2022 asking for paperwork and letting us know that we will receive compensation. I sent the paperwork on July 15, 22. I sent more emails asking for follow up information on July 30 & 31, 22. No reply was obtained. Since their "World Tracer" service indicates that tracing for the suitcase continues and we should check back later, I am unable to present a claim to my insurance since they require it to be declared lost. This week 9/20/22 I received another email asking for the paperwork again. I resent it. But I am out of patience as well. Because, historically, it takes them so long to follow up, I am moving forward with a complaint. I am an educator, I work very hard for my income.
We lost almost $2,000 including the suitcase, plus we incurred expenses to replace what was needed for the trip. plus I have spent many hours trying to get resolution on this matter. I need it to be finalized.
Thank you in advance for any help I may receive.
Business Response
Date: 09/26/2022
Dear Mrs. ******,

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

Regarding your claim, we have verified that our staff is already assisting you in the case ******** that you created directly with us. We kindly ask you to follow your claim only through said case number.

Cordially,
Aeromexico Customer Relations
Customer Answer
Date: 01/02/2024
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.

Regards,

My daughter traveled to Mexico in Aeromexico. When she arrived her luggage was lost. She presented a complaint, and was given a case number, but every time she called she was told to wait. Upon her return I called numerous times, I sent emails, I had my sister call in Mexico, I tried Aeromexico’s messenger and whatsapp. Finally, I filed a complaint at BBB. I was hopeful and relieved when I received a reply reassuring me that the case was being taken care of by their customer service representative and that a resolution would be attained that way. I am sad to report that has not been the case. This is the timeline: 5/28/22 FLIGHT TO MEXICO & Original Claim was made. On July 3, 2022 I received an email from Luis ***********, Aeromexico’s Customer Care Representative, asking for paperwork. I provided the paperwork on July 15, 2022. On July 30 & July 31 I emailed asking for follow up information. No reply was obtained until Sept. 20 when I received an email asking for the paperwork in a different format. On Sept. 24 I resent the paperwork and I decided to file a BBB complaint. Aeromexico responded promptly to the BBB complaint. But I still haven’t been paid. On Oct. 7th, Mr. *********** provided an official letter declaring my suitcase lost. On Nov. 1st and on Nov. 15th I emailed asking for the resolution. I received a response on Jan. 9, 2023 informing me that I could choose between the $400.00 USD, in cash as a deposit to my credit card or $600.00 USD credit for a flight ticket. Neither option covered even half of my loss. On Feb 21, I requested that both options were granted. On March 13 Mr. *********** informed me that my request was declined. On March 15 I agreed to the $600 credit just so I could move on, but I never heard back. Since then I emailed asking for a resolution on March 19 & 20, April 22, May 22, June 12, & July 31 but no reply has been received. I am seeking retribution for the lost items & suitcase (Airline Credit or a refund) please. Thank you.
Business Response
Date: 01/05/2024
JANUARY 05, 2024
BBB Complaint ********* ** ****** * ********

Dear Ms. *******

Thank you for contacting us through the Better Business Bureau.

I must kindly inform you that as mentioned through **** ****** ******** we have verified that our staff is already assisting you in the case number that you created directly with us. We kindly ask you to follow your claim only through said case.

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

Best regards,
Simona ***
Customer Care Representative
Customer Answer
Date: 01/09/2024
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 waited for over a year to have the issue resolved as promised. I did receive an email offering a resolution, however it was not followed through. I kindly request a resolution.

Regards,

****** ******

Business Response
Date: 01/11/2024
JANUARY 11, 2024
BBB Complaint ********* ** ****** * ********

Dear Ms. *******

Thank you for contacting us through the Better Business Bureau.

I must kindly inform you that as mentioned through **** ****** ******** *** **** ****** ******** we have verified that our staff is already assisting you in the case number that you created directly with us. We kindly inform you that it is necessary to follow your claim only through said case.

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

Best regards,
Simona ***
Customer Care Representative
Customer Answer
Date: 01/16/2024
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.

Dear Ms. ***, Thank you for your reply, however the assistance I am receiving is not acceptable. The last communication I received from your representative Mr. *********** was on March 13, 2023 informing me that my request for both compensations ($400.00 USD, in cash as a deposit to my credit card, and $600.00 USD, in transportation services) was declined due only one of them being authorized. On March 15, 2023 I replied agreeing to the $600 USD credit just so I could move on (even though I think it is unfair since I lost over $2,000 USD). That was 10 months ago, I haven’t heard back. .Since then I emailed him again asking for a resolution on March 19 & 20, April 22, May 22, June 12, & July 31 but no reply has been received. I was asked to resolve my case ONLY through your company's channels. Please indicate how is that going to happen, and who is going to resolve it, since Mr. *********** has not followed up since March 13, 2023.
Respectfully,
Melisa ******

Regards,

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