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:09/17/2022
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.
I purchased airline tickets through ******* Travel Services , who booked the flight through Aeromexico and the flight was cancelled by Aeromexico and neither ******* nor Aeromexico will refund my money to me. They are stating they do not do refunds. I understand if I had backed out of the flight however they cancelled the flight which caused me to have to book another flight to get to my destination. It is not my fault they cancelled their own flight and they should provide a refund of my funds back to me.
Business Response
Date: 09/19/2022

Dear customer,

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

Regarding your case, we want to inform you that to request the refund or for any further inquiry you have to contact the same travel agency you used for the original purchase due to the fact that third party vendors are the mediators responsible of third party contracts acquired through them.

Please note that airlines cannot refund tickets sold by travel agencies, nonetheless, agencies have all the necessary information to assist our mutual customers through their system just like they sell tickets. It is not necessary to contact the carrier to ask for an authorization.

We sincerely hope that you and your family stay safe.

Cordially,

Aeromexico Customer Relations
Initial Complaint
Date:09/13/2022
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.
I had paid for luggage requested a refund since it was not used. Called customer support and was told to email them to request a refund was emailed back that I would reciprocate credit for what was paid for spoke Oscar ****** said that that wasn’t reflected on my account that all luggage was used when it was not. Asked to speak to a supervisor was given the run around. Asked for the supervisors name was never given it.
Business Response
Date: 09/14/2022
Dear Mr. ******,

Thank you for contacting Aeromexico Customer Relations.

Regarding your case, we have reviewed the history of your booking and we have confirmed that two luggage pieces were documented for each of the flights you took. We were able to confirm this because whenever you register a luggage piece, one label number is created.

Please review the evidence below:

*******************
MEX AM ********** - BY ******* 2026/02SEP22
MEX AM ********** - BY ******* 2026/02SEP22

************/******
TIJ AM ********** - BY ******* 1907/05SEP22
TIJ AM ********** - BY ******* 2059/05SEP22

You paid four luggage pieces and the information above shows that the same amount was documented. With these details we have confirmed that the whole service you paid was used and no credit is due.

We hope that you and your family stay safe.

Cordially,

Aeromexico Customer Relations
Initial Complaint
Date:09/09/2022
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 have been waiting over one year for my refund. The refund was initiated on August 24, 2021. I have called numerous times. I was told to wait, it is now September 9, 2022.Over 12 months. See email attached. Where is my refund? my info is below with ticket numbers and names. I paid via paypal.

Ticket#:
Sirad ****** ******** *************
Abdulahi Ad*** *************

See email attached with proof of submission for refund request.

Thanks,
Sirad
Business Response
Date: 09/12/2022
Dear customer,

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

Regarding your case, we have verified that there was an error with the information registered and due to this, the refund request 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: 09/21/2022
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.

The reason why I am deeply frustrated and troubled with the response is as follows. I have inquired about this refund over 10 times, through countless phone calls and unanswered emails. I have been told twice that my email would be escalated and would receive a response 72 hours, this was 2 weeks ago and until this day I have not received a single response, anything that would indicate there was a problem. I have waited over 13 months for this refund and now its going to take another 45 days? This is unacceptable I want my refund to be processed within 5 days as any other company that processes refunds. I have wasted so many hours on the phone and do not think I should wait 45 days!!!

Regards,
Sirad *******
Initial Complaint
Date:08/31/2022
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.
In April 2022, I purchased, and then cancelled a refundable ticket. I was told by Aeromexico at the time that I could expect a full refund within 6 weeks. It has now been over four months. I have called and emailed many times, and gotten no help. When I call, I am told the only way to get any questions answered is through email, but it has been months without an email response. Aeromexico claims the refund is in process (in fact, one person tried to claim the refund had already happened, which is not true). I am still waiting for my refund of close to $700. My case number is ********* Every time I speak to someone on the phone I am told to just keep waiting a few more weeks. It seems that Aeromexico never intended to give me my refund, and is stealing this money. I am very disappointed with this experience, and would not recommend anyone else give this company your money.
Business Response
Date: 09/01/2022
Dear
customer,

Thank
you for contacting Aeromexico Customer Relations through the Better Business
Bureau.
Regarding your case, we have verified that our staff is already
assisting you in the case ******** that you created directly with us. They
are already requesting transaction verification to the refunds department. We
kindly ask you to wait for the response from our agent.

We hope that you and your family stay safe.

Cordially,

Aeromexico
Customer Relations
Initial Complaint
Date:08/28/2022
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.
On 10/20/20 I purchased 2 airflight tickets for the total of $1,499.44, to travel from PA to Mexico on 12/22/20-1/5/21. 10/26/20 I received a phone call from ******* saying that AeroMexico canceled my flights & there was no other flights they could book me through, that I would receive a refund within 10 weeks. On 11/29/20 after not receiving a refund I called ******* & they said I would have to check with AeroMexico's refund policy. Called ******* on 01/7/21 was told it could take up to 12 months to receive the refund as of 10/29/20 due to AeroMexico's refund policy. After not receiving my refund I called 6/18/21 & was told I need to contact AeroMexico, they were not able to refund the money at this time. I made phone calls that same day 6/18/21 only to be sent back & forth between ******* & AeroMexico that I had to talk to the other party regarding this. ******* kept saying there was nothing they could do & AeroMexico was the one that canceled the flights. AeroMexico would say, ******* had control of the tickets & are the agents in charge of the tickets. Finally AeroMexico said they could not refund me but would give me a travel voucher to use within 1 year. Called on 8/10/22 to book flights even though we did not have plans to travel. Initially said I could book up to 365 days in advance but later she said book before 5/23/23 with no explanation why. I then tried booking for Christmas holiday since I would be traveling with my son. Price she gave me was $7,060 for 2 tickets!!! She then said she would look at other dates for me and said the cheapest she could find was $2800 for 2 tickets. I then asked if she could extend it to book at a later date and she said no there was nothing else she could do for me. Not sure how it is fair that I have to pay $1,314 to travel on dates I don't even want travel. They wasted so much of my time (1 phone call on 2/15/21 I was on hold for almost 3 hours) and could not refund me nor book me a flight at reasonable price.
Business Response
Date: 08/29/2022
Dear Ms. Perez,
Thank you for contacting Aeromexico Customer Relations through the Better Business Bureau.

Regarding your case, we want to inform you that due to the global presence of COVID-19, any cancellation or modification that affected the passengers' itinerary was beyond the airline's control. Please also note that the airfare you purchased was restrictive and not refundable.

We had issued a flexibility policy that allowed passengers to change their travel dates or exchange the tickets for airline service vouchers. Please note that you used one of these policies by accepting the exchange of the tickets for airline service vouchers in the case you created directly with us last August 1, 2021.

Although it is not possible to make neither changes nor extensions to previously accepted settlements and even though your vouchers expired last August 11, we can reactivate them for one additional month and you will be able to used them to book any flight available in our system (up to 10 months in advance).

If you accept this option, please send the confirmation in your reply to this email.

Cordially,

Anibal R********
Customer Relations Representative
Customer Answer
Date: 09/10/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 17786807, and have determined that this proposed action would not resolve my complaint.
Initial Complaint
Date:08/27/2022
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 paid for an airline ticket and expected this airline to allow me to check into my flight so I could board the airplane to take the flight to my destination.

I arrived 50 minutes before my flight. I did not have to check my bag. I just needed my boarding pass. I attempted to check in via kiosk. However, the kiosk would not let me check into my flight. No customer service representatives were available to help me because they left the desk area. Because this airline left me with no way to acquire my boarding pass, I could not board my flight and missed my flight.

I called the customer service line, and they refused to resolve the issue. They told me there was no way they would be able to provide me with my boarding pass. They also told me they would not issue me a refund.
Since I could board this flight, I missed this flight because the airline did not allow me to obtain my boarding pass. I feel like this is a theft of services because they promised to provide a service that I paid for, and they did not follow through, allowing me the opportunity to take this flight.

Details:
Aero Mexico Airline
Purchased August 10th, 2022
Ticket number: *************
Ticket: $287.00
Taxes: $60.88
Total: $347.88
Business Response
Date: 08/29/2022
Dear
Mr. Pierce,

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 3 hours prior departure for international flights as stated
in the Boarding Times section of the following link:
https://www.aeromexico.com/en-us/travel-information/airports
Please note that our Contract of Carriage specified the following:
For international flights (where the origin or destination is
outside Mexican territory), if passengers purchase a round-trip ticket, it is
mandatory to use all segments. If the Ticket has several segments, all of them
must be used in order. In the event that any segment is not used, reservations
of the subsequent segments will be canceled.
We also confirmed that the airfare you purchased is not flexible
which implies that rescheduling is not allowed if the flight is missed. It is
because of these factors that the refund is not applicable.

We want to thank you for bringing this matter to our attention. We
sincerely hope that you and your family stay safe.

Cordially,

Aeromexico Customer Relations
Initial Complaint
Date:08/24/2022
Type:Product Issues
Status:
UnansweredMore 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 a flight from Mexico City to SJO. The airline changed the gates without letting us know personally, on the flight board, by intercom, or electronically which caused many of us to miss the flight. The ticketing agent rebooked our flights for the next day, but gave the customer in front of me and behind me a hotel and food for the night, but refused to help me when I asked. I had to find a hotel, taxi, and food at almost midnight and come back the next morning at 6am. I think I was discriminated against.
Initial Complaint
Date:08/23/2022
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.
Aero Mexico:
On May 15 aero Mexico sold me 3 seats together for 141.00 dollars. when I arrived to the check in area they did not have my seats, and that my seats were sold to other passengers, At first I made a reservation to fly from Houston to Tuxtla Gutierrez Mexico on July 31 , 2022. A couple day's later I received a email telling me that the flight was cancelled and the flight time has changed, but they never informed me of other options and seats available together. I have spoke to them several times about refunding my money, unfortunately I have not received a proper answer from Aero Mexico, At this point I have sent all bank information, proof of receipts, and as a well as credit card information. All I want is my 141.00 dollars back since I simply did not receive the service from this company.
Business Response
Date: 08/24/2022
Dear customer,

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

Regarding your claim, we have verified that our staff is already reviewing your case and they are waiting for the response of an internal area in order to send you the resolution.

We kindly ask you to wait for the agent's response.

Cordially,
Aeromexico Customer Relations
Initial Complaint
Date:08/22/2022
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.
I had a flight voucher due to a canceled flight early in the pandemic in April 2020. I used the voucher to book a few other shorter flights and still have a remaining balance of $120 and also an open ticket. When I spoke with an agent on April 12, 2022, they assured me that I needed to rebook my flight by August 22, 2022. The conversation was on Facebook Messanger and is attached.

On August 8, 2022 I spoke with an agent on the phone to follow up and inquire about booking a new flight. The agent informed me that both trips must be completed by August 22, 2022.

I asked the agent how I can challenge this and he stated that I could email them the agent acknowledged that the turnaround time for email is about 1 month. However, my ticket and voucher were set to expire in 2 weeks. He was unable to provide me with a solution. I asked to speak with a manager and was on hold for over an hour before AeroMexico disconnected the call.

-AeroMexico owes me $381.64 USD or a ticket of that value
-AeroMexico repeatedly provided me with misinformation that cost me my flight
-AeroMexico is unable to connect me with anyone with the authority to rectify their mistakes
Business Response
Date: 08/23/2022
Dear Ms. ******,

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

We have reviewed the history of the conversation you have with our social media staff and we have confirmed that you were informed that you had to reschedule and use the open ticket before the August 22, 2022. Please note that the ticket is no longer valid and the value cannot be extended.
Regarding the voucher, the information you were given was not completely clear and due to this, we can make an exception to extend the validity for one month in order to exchange it and complete the trip.
Please let us know if you accept the one month extension in order for us to proceed.

Cordially,
Anibal *********
Customer Relations Representative

Customer Answer
Date: 09/02/2022
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 fully.
Would it be possible to book the trip within a month and extend the time to complete it, as that is what I was led to believe when I spoke with AeroMexico agents?
Please let me know if this option would work and what the next steps would be.

Thank you,
Katie

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

Regards,

Business Response
Date: 09/07/2022
Dear Ms. ******,

Thank you for contacting us once again.

Regarding the voucher, although it already expired, the exception can be made for the remainder of the year in order to exchange it and complete the trip. Please let us know if you accept this option.

Cordially,

Anibal *********
Customer Relations Representative

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

The reply with the new voucher information was sent to you last September 22. A copy of the reply was also sent to the Better Business Bureau and yet they failed to confirm the information with you as well.

I'm including said response below.

Cordially,

Anibal *********
Customer Relations Representative
Initial Complaint
Date:08/18/2022
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 bought a ticket with Aeromexico on August 8th 2021. Less than 24 hours after I called to cancel my flight. The first agent I talked to said my refund would take one year. That didn't sound right so I called again, the second one APOLOGIZED for the wrong information and said my refund would take 7 days. After 7 days without a refund, I called again. Third representative said it will take 12 months. EVERY CALL is recorded, so they SHOULD have record of every phone call. I was referred to this email [email protected] to Anibal Rodriguez, the communication is poor, and to get an answer takes weeks. Ive waited MORE than 12 months, I received an email yesterday from him saying "due inconsistencies with my bank" my refund will take another 45 BUSINESS days. I called my bank and they don't understand what inconsistencies are preventing my refund. There is no one else to talk to besides Anibal. I understand this is a ******* company, but they shouldn't treat customers that way. No answer, and no solutions
DOT CASE ***********
NO. CONFIRMACION ******
Business Response
Date: 08/19/2022
Dear Ms. ******,

Thank you for contacting Aeromexico Customer Relations once again.

Regarding your case, we want to inform you that we requested verification to the refunds department and they have informed that due to a system inconsistency with your bank, the transaction could not be completed.

They have made the process once again and the refund should be reflected to the original form of payment in approximately 45 business days.

We offer you an apology for the inconvenience this situation may cause. We sincerely hope that you and your family stay safe.

Cordially,

Aeromexico Customer Relations
Customer Answer
Date: 08/22/2022
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 waited 12 months for a refund as established on their policies. There are no inconsistencies with my bank, I have contacted them and my bank doesn’t understand those terms, since my account is active. Aeromexico is not providing anymore information about what “inconsistencies are preventing my refund” I don’t want to wait 45 business days. They are delaying my refund without an specific explanation. There should be something to protect consumers against this type of practices.
find attached the first email received, it’s been more than 12 months

Regards,

Business Response
Date: 08/29/2022
Dear BBB,

We cannot give an additional response to this case. The customer has to wait the aforementioned timeframe to receive the refund.

Cordially,

Aeromexico Customer Relations
Customer Answer
Date: 09/01/2022
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.

Explain what “inconsistencies” are delaying my refund.

Regards,

Customer Answer
Date: 10/18/2022
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.]
DOT CASE: ************ I purchased tickets from Aeromexico in August 2021, I asked for a refund after cancelling within 24 hours. They asked me to wait 12 months for my refund. After 12 months, due "inconsistencies with my bank" and without further explanation they delayed my refund 45 business days. its been more than that and I haven't receive my refund. I need help with this company, there is no way to communicate with them, they don't answer my emails.

Regards,

Business Response
Date: 10/20/2022
Mrs. ******,

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

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Aeromexico is NOT a BBB Accredited Business.