Airlines
AeromexicoHeadquarters
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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 ComplaintThe 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:08/17/2022
Type:Product IssuesStatus: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 took a trip with my family in April. I booked our tickets with AeroMexico Airlines. with our ticket we had one free claimed luggage per person. I went to check in and was told i had to pay or we could not take our luggage when clearly it stated on the app it was free claimed luggage i had to pay both ways. the representitive said i could email the company and they would take care of this issue. i recieved a claim nuber and havent heard anything since. there is no phone number to the refund department . Very convienient! what can i do?Business Response
Date: 08/18/2022
Dear customer,
Thank you for contacting Aeromexico Customer Relations through the Better Business Bureau.
We have received your claim but we could
not find your ticket. 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 number (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
Customer Answer
Date: 08/18/2022
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.]
Regards,
I have a case number from Aeromexico that I attached along with the itineraryCustomer Answer
Date: 09/16/2022
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,
I filed a complaint the number is ******** I submitted most of the documents except the one I have included here. BBB received a response from AreoMexico and then my case was closed I couldn’t attach this to my account I would like to submit this as proof that my luggage was included for every person in my itinerary for both trips to and from. AeroMexico does not want to refund me my money I tried to reach out to them for several months but had no response so I have come to you for help.Business Response
Date: 09/16/2022
Dear customer,
Please be advised that we have carefully reviewed your request and
unfortunately we are not able to authorize it. As stated in the previous
response, we must remind you that the airfare you acquired through the travel agency did not include documented baggage.
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 RelationInitial Complaint
Date:08/12/2022
Type:Customer Service IssuesStatus: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.
AeroMexico has not honored my Club Premier points transfer from American Express. Since 2022/7/12, I have tried to transfer my ******** ******* ********** Rewards points to AeroMexico's Club Premier (account *********) in order to book flights. In all eleven (11) attempts since, AeroMexico has rejected the transfers with no explanation. I have been in contact with support for Club Premier and American Express, with AmEx stating unequivocally that Club Premier is rejecting the transfers. At Club Premier's support's (855-412-2650 and [email protected]) guidance, I have ensured that my name and address with Club Premier are an identical match with those on my American Express account. I have sent proof of my transfers (including screenshots) to Club Premier's support email. The most recent email I received from them was on 2022/7/29: "Dear Xo: Good morning. We have escalated your case to the corresponding area. We will reach you as soon as we have an answer." I have not heard from them since and they did not respond to my three subsequent emails asking for help. On both the websites of AeroMexico's frequent flier program Club Premier and American Express, it is stated that ******** ******* ********** Rewards points can be transferred to Club Premier and used to book AeroMexico award flights. As a customer of both, I haven't been able to do so at all. I would like Club Premier to honor my points from American Express as advertised and book my flights.
https://www.clubpremier.com********************************************************** *********************************************************************************************************************************************aeromexicoBusiness Response
Date: 08/15/2022
Dear customer,
Thank you for contacting Aeromexico Customer Relations through the Better Business Bureau.
Regarding your case, we want to inform you that in order to request the accrual it is necessary that you contact our Club Premier staff directly. You can contact them by phone at (1) 855 412 2650 or by sending an email to soporte@***************
You can find additional information in the following link:
https://www.***************/us/earn/airlines/aeromexico/
Thank you for your preference.
Cordially,
Aeromexico Customer RelationsCustomer Answer
Date: 08/18/2022
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.The message from Aeromexico says to get in contact with their support number and email. This is exactly what I've done since July 12 as explained in my initial complaint.
I have followed all of their instructions to update my account details (including submitting my passport) so that they match exactly to my American Express account. However, this has made no difference and they continue to reject American Express's points transfer attempts. And moreover, also explained in my initial complaint, the support at Aeromexico has simply not responded to my previous three emails asking if they had any resolution that would let me use my Club Premier account.
Regards,
Xo ****Business Response
Date: 08/19/2022
Dear customer,
We want to inform you that the Club Premier staff has reviewed your case directly with American Express and they have been informed that American Express has not received any points transfer attempt registered on your part and they cannot locate the account. A Club Premier agent has sent you an email to confirm the Membership Rewards number as well as the total points to be transferred.
Please check your email and send the requested information to the agent to continue with your case.
Cordially,
Aeromexico Customer RelationsCustomer Answer
Date: 08/24/2022
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 responded to both requests (redundant, by the way) from Mr. Alejandro Garcia and Mrs. Lorena Rosalia Gutierrez Cruz on 2022/08/18 and 2022/08/19, respectively, with my full July 2022 ******** ******* ********** Rewards activity, listing the ten (10) transfer attempts to Club Premier. I have also provided similar evidence on 2022/07/25 to [email protected]. Nobody from Club Premier or AeroMexico has emailed me since then.
I have been in contact with American Express and escalated a case in the past where they have only been able to pinpoint the problem to Club Premier rejecting my outbound transfer. I have been able to transfer from my American Express account to other airline programs just fine. They do not have a "Membership Rewards number" as their program is not reference by a member number (except for my credit card number itself).
I have not been able to use my Club Premier account at all and I continue to be unable to use it.
Regards,
Xo ****Business Response
Date: 08/29/2022
Dear customer,
We have forwarded your complaint to the Club Premier staff. Please wait for their reply.
Cordially,
Aeromexico Customer Relations
Initial Complaint
Date:08/12/2022
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased tickets from Fresno, CA to Ixtapa, Gro through Aeromexico in June 2022. Our return flight from Ixtapa was delayed, which caused us to miss two connect flights. Aeromexico did not have flights to Fresno, so they flew us to San Francisco instead (San Francisco is three hours away from Fresno). In addition to that, we had to rent a car at 2am to drive to Fresno, which was about $250.
The Aeromexico receptionists in Ixtapa, assured us that we would be compensated for the inconvenience, and to file a claim through their website. We have reached out to Aeromexico several times to receive a refund, via email and phone call, and we have been very unsuccessful in obtaining a clear response.
On several occasions, I have been told that "Aeromexico Customer Support" will assist me. However, when I contact them, they mention that they cannot assist and that "Aeromexico Reembolsos" will assist. I included both departments in my last email on, on 8/9/22, and neither have responded.
We have attempted to receive a refund/response for about a month in a half, and it is very frustrating.
I have attached the email thread, as well as the most recent call log. Thanks for all your help!
-Jacqueline *****Business Response
Date: 08/15/2022
Dear
Mrs. *****,
Thank you for contacting Aeromexico Customer Relations through the Better
Business Bureau.
Regarding your claim, we understand how frustrating it can be when a flight is
changed and your carefully made travel plans are interrupted. These situations
are faced by all airlines and no air carrier can guarantee that all flights
will depart or arrive as scheduled.
It is important to mention that section 7 of our Contract of Carriage
specifies the following:
The Carrier may use reasonable effort to carry Passengers and their baggage
with reasonable diligence. Times in itineraries or anywhere else are not
guaranteed, and are not a part of this agreement (since they are estimated
times and are not an integral part of this agreement). The Carrier may switch,
without prior notice, to other Carriers or aircraft and may alter or omit any
stops appearing on the Ticket, if necessary. Schedules are subject to change
without prior notice.
You can review the information in the following
link: **************************************************Our
records show that our staff assisted you by offering alternative flights to
protect your itinerary and you accepted to travel to a different city as long
as the flight leave on the same date. You were also informed that if you
accepted that change, Aeromexico would not cover the cost of the ground
transportation to the final destination.It
is for the reasons above that refund or compensation is not applicable.We
hope that you and your family stay safe.
Cordially,
Aeromexico
Customer Relations
Aeromexico is NOT a BBB Accredited Business.
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