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:03/18/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The nightmare began March 10 when I got an email saying my 2pm flight to ******* was canceled. Immediately called Aeromexico customer service and was assured that it was a glitch in the system the flight was not canceled and would be departing at the scheduled time. After we boarded the plane at the scheduled time it was all downhill from there. After 20 minutes without announcements we were informed that due to "weather conditions( clear skies in which other planes were taking off)" the airline was requesting 13 volunteers to give up their tickets to lighten the load so we can take off. After waiting about an hour to get enough volunteers and then having to perform additional security sweep they once again announced that we were delayed yet again because we needed to refuel. While they refueled the plane bathroom stopped being able to flush and toilet was overflowing and there was no water to wash hands. Then 2 hours after that they Once again asked for additional volunteers to deplane so we could lighten the load and take off. At this point we were stuck inside a plane with no AC and no water provided for about 3 hours. Despite asking for volunteers to deplane when I went up to ask to get off the plane and about how giving up my ticket would work I was told that they could not answer anything about compensation for my ticket and they couldn't let anyone off the plane until a supervisor arrived in about 5 minutes they said. After 30 extra minutes without the supervisor ever appearing and about 3 total additional security searches of the plane they stated we would finally be departing. This of course was a lie, and after 4 hours on board this plan without departing they finally stated the flight was canceled. Had the airline been responsible from the beginning and stated they needed to reschedule the flight when I called I would have just flown another day. Worst flight experience of my life and ruined the end of my wife's first trip to Mexico.
Business Response
Date: 03/24/2025
March 24, 2025

BBB Complaint #******** | 05229241

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

First of all, please be informed that we appreciate your comments as they help us to identify our weaknesses, and allow us to make every effort to provide the service that our customers deserve.

We would like to inform you that after an exhaustive review of your claim and analyzing the cause of the cancellation of flights AM436, and AM9529 on March 10, 2025; we have confirmed that the flights were canceled due to weather conditions, more precisely due to aircraft weight and balance restrictions due to high temperatures, and unfortunately under contract of carriage, this is considered to be beyond the carrier's control. Please note that the decisions were taken to ensure the safety as well the integrity of the fleet.

However, we would like to inform you that with respect to our investigation, our passengers were accommodated and protected on the next available flight AM440 on March 11, 2025, free of charge, in order to respect contract of carriage.

Nevertheless, since our passengers did not accepted the protection granted, kindly be informed that the reimbursement of the tickets 1392154586134, and 1392154586135 of the reservation YKFSYM has already been applied to the credit card with ending 0214.

Please be advised that it may take between 10 and 15 business days for this refund to be reflected.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 03/25/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory me once the refund processes. I appreciate the relatively quick response.
Initial Complaint
Date:03/12/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 09/03/2024, I purchased a roundtrip ticket from *********** to *********** flying with Aeromexico. The purchase was made electronically, directly on their website. Cost: USD ******. Confirmation number #SFGUXC.Original itinerary:Departure:SFO 11:19 PM (Thu, Jul 3) - MEX 4:05 AM (Fri, Jul 4)MEX 6:30 AM (Fri, Jul 4) - AGU 7:52 AM (Fri, Jul 4)Return:AGU 6:15 (Wed, Jul 9) - MEX 7:25 (Wed, Jul 9)MEX 10:20 (Wed, Jul 9) - SFO 14:21 (Wed, Jul 9)On 03/09/2025, I received an email from Aeromexico notifying me of a change to my itinerary. New itinerary: Departure:SFO 23:55 (Thu, Jul 3) - MEX 5:30 (Fri, Jul 4)MEX 10:40 (Fri, Jul 4) - AGU 11:59 (Fri, Jul 4)Return:AGU 6:19 (Wed, Jul 9) - MEX 7:40 (Wed, Jul 9)MEX 9:45 (Wed, Jul 9) - LAX 12:48 (Wed, Jul 9)LAX 16:25 (Wed, Jul 9) - SFO 5:47 (Wed, Jul 9)With this new schedule provided by Aeromexico, the wait times are longer than originally purchased. Additionally, they have added an additional stopover to my itinerary. I have been assigned a flight from Mexico City to ***********, and from *********** to *************, flying with Delta Airlines.On Sunday, March 9, I started a conversation with an Aeromexico customer service agent via WhatsApp chat *****************), intending to request an adjustment to the new itinerary that the airline assigned me via email. They were unavailable to provide a solution, I decided to contact Aeromexico customer service in ***************** by phone. During the phone call, the customer service agent, far from offering me a solution and making a change based on my needs, she wanted to charge me for the change of my flight, since, according to her, the current cost was higher than the cost I originally paid.Since Aeromexico hasn't provided a solution, I want my money back or to be assigned a flight with better schedules, without long layovers, and without adding stops that weren't requested in my original purchase.
Business Response
Date: 03/14/2025
March 14, 2025

BBB Complaint #******** | 05209326

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

We would like to begin by informing you that we understand the inconveniences that may have been caused by the modifications of our flights.

We inform you that in order for an airplane to make a trip, factors of planning prior to the contemplated date are involved, such as the forecast of the number of Aeromxico flights and the other airlines that plan to depart at certain times, the preparation and availability of equipment and crew, and the day of flight, climatic factors, air traffic and airport authorities. All this forces us to be very aware of the possibility that exists that a flight is not made at the scheduled time and leads us to notify in the Contract of Carriage that the schedules that appear in the itinerary or elsewhere are not guaranteed nor are they an essential part of the contract because they are estimated times and "schedules are subject to change without prior notice".

You can review the previously mentioned information in the section 7 of our Contract of Carriage in the following link:

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

We kindly recommend you to contact our Reservations Area at our *********** so that they can assist you with the corresponding protections of your itinerary in case this applies according to our policies.

You can find our telephone contact numbers by clicking on the following link:

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

On the other hand, in case you would like us to evaluate the possibility of proceeding with a reimbursement as an exception, we kindly ask you to confirm the last 4 digits of your credit card. We inform you that this option would be evaluated and if possible you would be notified.

Aeromxico appreciates your preference.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 03/17/2025
Better Business Bureau:

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

I'm concerned that this company is sending me back to customer service to avoid addressing my complaint here. What I asked for is a refund due to my trip being changed so much that it doesn't reflect what I paid for.
The card I used to purchase these tickets ends in 3096 and I would like to see a refund reflected on my account that I originally requested within a reasonable amount of time (within one business week.)

Regards,

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

Business Response
Date: 03/24/2025
March 24, 2025

BBB Complaint #******** | 05229592

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

We would like to inform you that the reimbursement of the ticket ************* of the reservation SFGUXC was authorized as a one time exception and has already been applied to the credit card with ending 3096.

Please be advised that it may take between 10 and 15 business days for this refund to be reflected depending on your banking institution.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 03/26/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
Aeromexico,

Thank you for following up on my complaint through the Better Business Bureau.

This message is to inform you that I accept your resolution regarding the refund of $ USD ****** for ticket number ************* related to the #SFGUXC reservation. I expect this refund to be reflected on my credit card ending in 3096 within 10 to 15 business days, as you mentioned.

Sincerely,
- ******* ********.
Initial Complaint
Date:02/27/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In August 2024 I purchased two flights and CBX crossing for a total of $1,702.96. The flights were scheduled for 2/25/2025. 3 hours before my flight I received an email from ********* cancelling these flights. I immediately called and was told the flight was cancelled for an unknown reason and I could receive a full refund. I booked another flight with a different airline and flew out on time thanks to the other airline. Aeromxico is now going back on their word, saying a refund isnt possible and the first ****** I spoke to was incorrect. I only purchased flights with other airline because I was told I would receive a refund. I have been trying to explain this and get in contact with someone, but Ive been told a phone call to discuss this is impossible and I must do this all through email, with 24 hours response time to each email I reply to. This is ridiculous and I just want my promised refund. Ive been dealing with this while on vacation.
Business Response
Date: 02/28/2025
Dear Ms. ************************* appreciate the time you took to contact the Aeromexico Customer Support through the ******************** to share the inconveniences you presented regarding the affectation on your flight from ******* to ******* for February 25, 2025.

In this regard, allow me to provide your clarification number: SF ********; also I inform that the current flights operated outside the *** airspace, so this incidence is external to the jurisdiction of the BBB and DOT. By the other hand, and as it was previously notified, your flight was affected due to the weather conditions present on the flight route, an incident that is not on the list of situations attributable to the airlines, for which a refund or compensation is not applicable. In the face of these incidents, only protection is applicable to the nearest flight to resume the current trip.

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

Cordially,

****** **** ****************************** a ************************* representative
Initial Complaint
Date:02/23/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked economy round trip flights on AeroMexico for Flight 495 from ******* going to Mexico City on February 11, 2024 and the return flight 494 returning to ******* on Februry 19. ( KJJZIR) for $573.41 Later I realized that I needed to go a day earlier to be to the tour group meeting on time.. Knowing that my original flight was non changeable I bought another ticket for the same flight 495 for February 10 ((AQBROH) for $332.75.When I got to the airport on the 10th, the agent noticed that I had two reservations for the same flight, one for the 10th and one for the 11th. She said that she would cancel the flight for the 11th and I said "Thanks."On the 18th of February, I noticed that I hadn't received my check- in notice from AeroMexico for the return leg of my ticket. When I called, they told me that they had canceled the whole ticket, not just the leg I had agreed to cancel. I explained that I hadn't agreed to cancel the whole round trip. They said they had no notes from the Seattle agent confirming that. The fact that there are no notes is not my fault. Surely a ticket agent whose job is to handle and sell tickets would have noticed that her actions resulted in me having no way back. She should have explained this and not let me get into this situation. Instead the agent in Mexico City sold me another ticket for the same return flight, this time for $******. (YVQLDD) She apparently charged me for my time talking with her because I see two extra charges from AeroMexico from Feb. 19 - $19 and $15. I feel I should be refunded the ****** + the $34 in extra charges since AeroMexico cancelled my reservation and caused me to buy the same ticket later at a higher price than the original ticket cost.
Business Response
Date: 02/25/2025
February 25, 2025

BBB Complaint #******** | 05146001

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

We inform you that the ticket 1397120896477 of the reservation KJJZIR was purchased at a basic fare (V), which is non-refundable and does not allow changes of name, flight, date, time or destination at any time.

In addition, please note that if passengers purchase a roundtrip ticket, it is mandatory to use all segments. If the ticket has several sections, all must be used. In the event that any segment is not used, reservations for subsequent segments will be cancelled.

Yo can review this information at the following link:

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

Therefore, kindly be informed that it is not possible to proceed with your request of the reimbursement of the ticket 1392154187897 of the reservation YVQLDD since it was successfully used and the service acquired was provided. Likewise, we remind you that the service fee is not refundable, since it corresponds to the service of the purchase process previously provided by our *********** agents.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 02/26/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, I'm not happy because the expectation is that a purchased ticket may be used for its purpose. They are not and were not clear about it not being any good if you don't use all of it.
Initial Complaint
Date:02/21/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My family and I were scheduled for a flight to be departing on 12/21/24 @ 8:46 AM with a stopover in Mexico, departing Mexico to ******** on 12/21/24 @ 7:05 PM arriving ******** on 12/22/24. My flight to Mexico was re-scheduled to 12/22/24 @ 12:13 AM and my flight to ******** changed to 12/25/24 @ 7:05 PM. I couldn't fight the dates they had rescheduled my flights to so I had to find another flight with Avianca at a higher rate of $10216.55 so that I could leave on the dates I had planned for. They said that they canceled because of weather conditions. I try to resolve this with the airline and my credit card, but I haven't been successful.
Business Response
Date: 02/25/2025
February 25, 2025

BBB Complaint #******** | 05139776

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

We appreciate the time you invested to notify us of the inconveniences suffered by the delay of flight AM641 last December 20, 2024.

According to the aforementioned, we inform you that after an exhaustive review of your claim and analyzing the cause of the delay of flight AM641 on December 20, 2024; we have confirmed that the flight was delayed due to weather conditions, and unfortunately under contract of carriage, this is considered to be beyond the carrier's control. Please note that the decisions were taken to ensure the safety as well the integrity of the fleet.

However, since you did not accept the protection offered, we inform you that the reimbursement of the tickets *************, *************, *************, ************* and ************* of the CUOHXL reservation is applicable.

We inform you that the tickets can only be refunded to the original form of payment. Therefore, since the tickets were purchased with a travel agency, the tickets were paid with the credit card with ending 1791 and will be refunded to the same.

Before proceeding with the refund, we request that you reply to us confirming that we have notified you of the information in question and if it is not your original form of payment, you must subsequently contact the travel agency to receive the amount of the refund issued.

We inform you that the only applicable procedure is the reimbursement of the tickets. It is not possible to grant any additional compensation or reimbursement, since the reason for the delay is not attributable to the airline. In addition, we inform you that on routes to and from the *************, ********* does not offer any type compensations related to flight delays or cancellations.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 03/10/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.

I would like this letter to serve as confirmation to aeromexico that I have reviewed and accept the terms they provided in their previous letter, which is to refund all five tickets to the card ending in 1791.
Thank you.
*** *******
Initial Complaint
Date:02/18/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
AeroMexico forced me to check in my carry on luggage at *** claiming there will be no overhead space. We were traveling as a family of 4 and my daughter and i are both asmatic. They were forcing is to check in both but after much arguing they allowed us only 1 carry on bag for 4 people. They made me remove things i needed from the bag being checked in and stuff it into the carryon we were taking with us. The carry on we took was way over appropriate weight but the manager at *** did not care. We arrive at **** to find our large bag damaged and the carry on complete destroyed. There were no aeromexico employees at the airport so i could not file a claim. I was advised on my return flight to do it online. To went through the necessary steps ans filed a claim on January 22. I received no response till feb 6. Every response has been lagging several days to a week. They keep asking for more and more. After 2 weeks i disposed the suitcases as they were trash. Now they are offering me 350+550 PESOS!! Which is less than what they charge to check in the bags. Disgraceful airlines. They take advantage of passengers and treat people like garbage. Worst experience EVER!
Business Response
Date: 02/21/2025
February 21, 2025

BBB Complaint #******** | 05122454

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

We have performed a meticulous investigation regarding your case number based on the response previously provided in the case numbers *********, *********, *********, *********, and *********.

According to the aforementioned, we would like to remind you that due to the fact that the perceived damages are not considered as major, it is not possible to give you a favorable answer to your request.

Therefore, as it was previously informed there are 2 compensation options available regarding the present case:

1. An EMD voucher in services for a total of $93.75 USD ($1,920.63 MXN currency conversion on the affected day) and $63.75 USD ($1,306.00 MXN currency conversion on the affected day) to Ms. ***** ***** to be used on her next trip.

2. Or a deposit to your credit card for a total of $350.00 MXN for the damage to the front closure and $550.00 for the damage to the tires.

It is important to mention once again that the compensation can only be issued in the name of the affected passenger. In the case of the voucher in services, it can only be issued one under the name of your daughter and one under your name in the amount mentioned above, and in the case of the credit card deposit, only the passport of both is necessary to issue the compensation.

Please be reminded that in case of accepting any of these compensations, it is necessary to share the above requested documentation.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 02/24/2025
Better Business Bureau:

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

The total compensation they're providing would be approximately 44USD for destroying 2 suitcases! They are giving me more if i keep it as a credit in AeroMexico. Why would i ever fly again with an airline that has ZERO customer service. I paid $70 ($35 each) to check in the suitcases and they're reimbursement is less than whatvthey charge for the bags. Its absolutely unacceptable. This airline is a horrible airline with unprofessional and untrained staff. Will not be flying with them again and will make sure to tell friends and family of they're mistreatment of customers

Regards,

Business Response
Date: 02/28/2025
February 28, 2025

BBB Complaint #******** | 05161493

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

We regret that the response was not what you expected. However, we remind you that this was determined after a detailed evaluation of your case through the corresponding Luggage Department.

Therefore, we remind you that due to the fact that the perceived damages are not considered as major, it is not possible to proceed with your request.

Nevertheless, as it was previously informed there are only 2 compensation options available regarding the present case:

1. An EMD voucher in services for a total of $93.75 USD ($1,920.63 MXN currency conversion on the affected day) and $63.75 USD ($1,306.00 MXN currency conversion on the affected day) to Ms. ***** ***** to be used on her next trip.

2. Or a deposit to your credit card for a total of $350.00 MXN for the damage to the front closure and $550.00 for the damage to the tires.

It is important to mention once again that the compensation can only be issued in the name of the affected passenger. In the case of the voucher in services, it can only be issued one under the name of your daughter and one under your name in the amount mentioned above, and in the case of the credit card deposit, only the passport of both is necessary to issue the compensation.

Please be reminded that in case of accepting any of these compensations, it is necessary to share the above requested documentation.

Cordially,

****** *.

Ejecutivo de Atencin a ********
Customer Care representative
Initial Complaint
Date:01/30/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a round trip from Boston - Mexico City through Expedia flying out of Boston on 1/28/25 and returning on 1/30/25. Expedia in turn sent me two separate confirmation numbers for two one way tickets to and from Mexico City. I missed my flight from Boston - Mexico and had to buy a second one way ticket from Boston to Mexico. I was told that because I missed my first flight, I had also lost my return flight. I was told that their policy is if you miss your first flight, the entire ticket is lost. I questioned why that would be the case in my situation given that I had two separate reservations, each one one way and they said both reservations had been classified as round trip. I would understand losing my first one way reservation but I do not think it’s fair that I lost my second reservation as well. The two confirmation numbers were ****** and ******
Business Response
Date: 01/30/2025
Dear Mr. *******:

I appreciate the time you spent contacting us at the Aeromexico Customer Service Center through the BBB to inform us of your doubts and comments about the use of the flight segments of your reservation from Boston to Mexico on January 28, 2025.

In this regard, allow me to provide your clarification number: SF ********; also, allow me to share the following information.

You have generated a flight reservation with Aeromexico, which is a contract where the airline commits to transport it to you at the times and dates established in the order you chose. Therefore, you must take the flights in the order in which you made the purchase; If you did not use a flight segment, the contract is canceled due to breach of contract by the client so it is not possible to use the following segments until.

This information is stipulated in the contract of transportation with Aeromexico, which you can verify in the following link and same that your travel agency should have provided:

*************************************************l

Regarding your reservation, you can see at the attached receipt that both flights were contracted at the same reservation code #****** and ticket *************. As you can see at the attached receipt, both flights are established at the same contract. The code #****** is merely a travel agency reference.

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

Cordially,

Carlos ***** *******
Ejecutivo de Atención a Clientes
Customer Care representative

Initial Complaint

Date:01/24/2025

Type:Product Issues

Status:

Answered

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 Thursday 1/23/25 my surf board has been completely broken while being handled in the care of Aeromexico. (*Note: This is a complaint, report, and action towards Aeromexico as a whole, not a specific location or office.) I took a flight from JFK to Mexico City, and then to Ixtapa. (I believe Aeromexico was in partnership with Delta on the flight out of NYC) When getting in a cab after arriving to Ixtapa airport I noticed the front part of my surfboard bend, which is not supposed to happen... when I arrived to my location and was able to take my surfboard out of the carrying bag to inspect I found the board completely destroyed. I haven't filed a claim to Aeromexico because they're expecting me to bring the board back to the airport to inspect- which will cost me at least a $50 cab ride and is an hour away. I have photos and videos of all of the proof that I will be attached here. I would like to be reimbursed for the price I paid for the surfboard, as well as price of checking the surf board.

Business Response

Date: 01/27/2025

Dear Ms. *****:

I appreciate the time you spent in contacting us at Aeromexico Customer Support through the BBB to make our knowledge about the damage ocurred to your surfboard during your flight.

In this regard, allow me to provide your clarification number SF ********; likewise, I kindly notify that the information provided may lack accurate flight information such as dates, passenger name, flight route or some other data. Without this exact information, we were unable to verify the details of your incidence, as it is necessary to provide the whole data listed on the below:

- Passenger Name:
- Reservation or confirmation code (these are 6 letters provided by the point of sale):
- Ticket number (13-digit number starting with 139 if generated with Aeromexico):
- Flight number with Aeromexico:
- Flight routes (origin and destination of your flights):
- Date of your flights:
- Report number generated at the airport within the first 7 days from the flight date (since there was no record of a previous communication from you inside the 7 days limit from the flight date where a damage can be reported, or even a communication to the luggage department at [email protected]):

It is advisable to attach your boarding pass or travel confirmation of your reservation to provide a faster response.

I remain at your service and wish you an excellent afternoon.

Cordially,

Carlos ***** *******
Ejecutivo de Atención a Clientes
Customer Care representative

Customer Answer

Date: 01/29/2025

Better Business Bureau:

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

I appreciate Mr.Vazquez' response but also he left no place for me to send over the additional information that he was requesting. *I do plan to send this information over to the AMluggage email that he mentioned and hopefully that email makes it's way to the right people. I found that same email early this morning and already sent them communication because every time I've tried to call in about this situation I'm left on hold.

Additionally, and my bigger issue with his response (in feeling like my problem hasn't been resolved) is that he mentioned me needing to provide a "Report Number generated at the airport within 7 days from flight date", when I specifically mentioned my issue and difficulty with getting myself back to the airport. That is why I provided photos (and in the email I sent this morning, I attached a video as well) of the damage- so that I can be issued a Report Number without having to go back to the airport *which is an hour away and would cost me at least $100 dollars to get there and back to my location.

I would love to receive a Report number... or receive Mr. *******' direct email so that we can get to the bottom of this situation. If they insist that I have to bring the surfboard back to the airport, tomorrow would be the last day to get it there within those 7 days... but, given my situation, a grace period would be appreciated. And ideally we avoid this step so that I don't have to ask for more compensation for this dilemma.

Regards,

Eva-***** *****

Business Response

Date: 01/31/2025

Dear Ms. *****:

The screen shot provided is just a payment notification of your app, but it was requested a receipt issued by Delta Air Lines, as it is necessary as evidence for any applicable process. Also, no luggage tag was provided about the surfboard, same that was requested without been provided. That said, please reply to this mail providing them.

Kind regards,

Carlos ***** *******

Ejecutivo de Atención a Clientes

Customer Care representative

Customer Answer

Date: 04/02/2025

Better Business Bureau:

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

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

Regards,

regarding complaint #******** this matter was closed because I failed to respond in a timely matter, but the issue has not been resolved and more assistance from you all might be helpful.
Sent from ***-***** ***** (******************************)

Business Response

Date: 04/03/2025

Dear Ms. ************************* response time limit was determined by the BBB, so this time limit is beyond our control. Regarding your incident, we did not find any official report in your flight history of traveling with a surfboard, nor a report of baggage damage, filed in a timely manner at the airport, so further processing on our part is not possible.

I remain at your disposal for any clarification regarding future trips, and I wish you a wonderful day.

Sincerely,

****** **** ****************************** a ************************* representative

Initial Complaint
Date:01/20/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to express our dissatisfaction with issues encountered during our recent trip from MEX-LAX-PDX, which included significant operational and customer service failures. Below are the key concerns:
1. Boarding Pass Issue:
After checking in online, we only received a boarding pass for the MEX-LAX leg. Delta Airlines informed us Aeromexico was responsible for issuing the LAX-PDX boarding pass. At the airport, we had to go back and forth between the Delta and Aeromexico counters, wait in line, and eventually get a printed boarding pass from Aeromexico. This caused over an hour of delay and unnecessary stress.
2. Carry-On Bag Mismanagement:
At boarding, an Aeromexico agent forced one of us to check a carry-on bag, despite it meeting size and weight limits and containing no prohibited items. There was ample cabin space, and other passengers boarded with larger bags. This inconsistent enforcement was frustrating and avoidable.
3. Incorrect Baggage Instructions:
After being required to check the carry-on bag, the same agent assured us it would be checked through to PDX, and we would not need to retrieve it at LAX. Based on past experience, we were skeptical but reconfirmed this with the agent. Fortunately, we decided to check baggage claim at LAX and found the bag there. Had we followed the incorrect instructions, it would have been lost.
4. Unprofessional Behavior:
The gate agent’s demeanor was confrontational. She inspected the same carry-on bag and shoes without explanation. This felt discriminatory, as the passenger involved is not a U.S. citizen but holds a green card and has traveled frequently between the U.S. and Mexico without issue. Passengers who appeared to be U.S. citizens were not treated similarly.

These issues caused significant inconvenience and stress. I request that Aeromexico address these concerns and provide appropriate compensation for the time lost, the extra effort required, and the poor treatment we experienced.
Business Response
Date: 01/22/2025
January 22, 2025

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

Dear Ms. **,

Thank you for contacting us through the Better Business Bureau.

On behalf of Aeroméxico, we offer our apologies for your experience. After reviewing the information you shared with us, we understand your disappointment and hope you know that it is never our intention to inconvenience our passengers.

We would also like to thank you for sharing your experience with us. Your comments are of utmost importance to us as they will help us improve our efforts to provide our customers with the best possible service. We will forward the information you kindly shared regarding the counter service by our staff, as well as the baggage documentation in the airport departure lounge to the concerned areas so that measures can be taken to ensure that all our services offered to our distinguished customers such as yourself are up to our standards.

Also, please be advised that our airport lounge counter staff is responsible for ensuring that our customers follow the baggage policy applicable to upcoming flights.

When they identify that the flights have their maximum occupancy capacity, it is necessary to proceed with the baggage documentation of our passengers prior to boarding the flight. This is due to the fact that the availability of baggage in the overhead compartments is subject to their storage capacity, as well as to several factors subject to modification, such as operational and security protocols, as well as issues related to the weight and balance of the aircraft.

In addition, we offer our apologies in advance for what happened, Aeroméxico does not justify or condone the bad attitude or bad service by our coworkers, since as a service company, the entire work team have as a rule to assist with efficiency, kindness and show a helpful attitude at all times to the passengers who choose us; we inform you that a copy of this incident has been transmitted to the Management of our International Airports in order to take the necessary measures to reiterate to our staff the importance of always conducting themselves with care and kindness in order to provide the quality service that our distinguished customers like you deserve.

However, it is important to inform you that baggage inspection protocols are carried out by airport personnel, not by the airline's personnel.

Based on the above, we inform you that the transportation service purchased was granted and that your luggage was delivered without any affectation or inconvenience. Therefore, we regret to inform you that it is not possible to proceed with any compensation or reimbursement.

Aeroméxico appreciates your kind understanding.

Cordially,

Rebeca R.

Ejecutivo de Atención a Clientes
Customer Care representative
Initial Complaint
Date:01/14/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was bumped from a booking from ************* to ******* with layover in Mexico City 12/21/2024 and was not offered compensation for denied boarding according to ******************************* REGULATIONS
Business Response
Date: 01/15/2025
January 15, 2025

BBB Complaint #******** | 05019150

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

We have performed a meticulous investigation regarding your case number based on the responses previously provided in the case numbers: *********, *********, *********, and 0501-8168.

According to the aforementioned, we appreciate the time you invested to notify us of the inconveniences suffered, and we offer our apologies for what happened.

Due to the affectation caused, we are willing to offer one of the following two compensation options:

An *** voucher on Aeromxico services of $1,550.00 USD.

We share with you the guidelines for the use of *** vouchers:

- One year of validity counting from the day of issue of the *** voucher for purchase and use of the flights
- Non-transferable / Non-endorsable / Non-refundable
- The fare difference must be covered in the event that the new flight has a higher cost. If the cost is lower, you will be issued a voucher for the remaining amount, which you can also use to purchase a new flight
- Valid to travel on any route operated by *********
- This voucher cannot be used to purchase additional services nor ticket with other airlines
- Only one Electronic Voucher (***) can be redeemed per reservation
- The exchange can be made through our ************ service fee may apply
- It is not possible to use the voucher to purchase tickets with travel agencies
- Only vouchers with a value in Mexican pesos or United States dollars can be redeemed through *********'s website
Process the compensation to your Credit Card for the amount of $1,550.00 USD.

For this option, you'll need to provide us with the 15 or 16 credit card digits. You will also need to complete the document attached.

Important: it is not possible to process the compensation to debit card accounts and the payment will be made in MXN National Currency according to the corresponding exchange rate.

Note: It is necessary that you send us your scanned passport with signature and photograph in PDF format regardless of the option you choose.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 01/21/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

Could you ensure that per **************************** regulations, the full cost of my transportation is covered as well ($31.41 + $40.35 + $36.92 = $108.58)? Attaching the receipts from **** / **** for reference. Thank you so much.

Customer Answer
Date: 01/29/2025
Better Business Bureau:

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

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

As I explained in the phone call, i didnt receive refund so this case is not closed. Please reopen the case.
In terms of my response to Aeromexicos response, I am accepting the option of credit refund to my credit card plus reimbursement of my ********* to and from ******************;airport.
Please provide email of *** (the person from Aeromexico who sent bbb response letter). I will then send her the requested information (including credit card number, my passport copy and ********* receipts).
Thanks!
****** ***
************

Regards,

Business Response
Date: 01/30/2025
Dear Ms. ************************** note that the resolution is for full compensation, so no additional value is offered. Having said that, in order to apply the corresponding compensation, it is necessary that you provide the information requested above by replying to this email without modifying the subject, because you escalated this case to the BBB as an intermediary, so the entire process must be finalized there.

I wish you a great afternoon.

Cordially,

****** **** ****************************** a ************************* representative
Customer Answer
Date: 02/12/2025
Better Business Bureau:

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

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

Regards,

Please See Attached
Business Response
Date: 02/13/2025
Dear *. ***:

I request your support in sharing the following documents to verify the application of the current compensation:

1. Passport (with the same signature as the signed form)
2. Image of the credit card mentioned in the form (covering the security code)

I remain at your service through the BBB portal. I wish you a great afternoon.

Cordially,

****** **** ****************************** a ************************* representative
Customer Answer
Date: 02/16/2025
Better Business Bureau:
In response, please share the attached images with the Aeromexico team. Thanks.

Regards,
******

Business Response
Date: 02/18/2025
February 18, 2025

BBB Complaint #******** | 05121211

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

We inform you that the signed document was not accepted by the corresponding area since the information provided is not completely accurate, as well as because the signature on the document does not match the signature on your passport.

It is of utmost importance to inform you that the signature on the document must be identical to the signature on your passport.

We remind you that in order to proceed with the corresponding compensation, you must send us :

- The corresponding document attached once more, completed correctly and signed by hand, scanned in PDF legible format

It must contain the following data:
* Your full name
* The 15 or 16 digits of your credit card number
* Your full name
* Your signature (matching identically with your passport)
* The date

- A scanned passport with signature and photograph in PDF format

Important: it is not possible to process the compensation to debit card accounts and the payment will be made in MXN National Currency according to the corresponding exchange rate.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 02/20/2025
Better Business Bureau:

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

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

Everything you requested has already been provided to BBB in the form of attachments (including the form with credit card number and signature in pdf, screenshots of the credit card number and passport with signature) and forwarded to you. Nonetheless,****** *** will resubmit them to BBB one more time today.

Regards,

Business Response
Date: 02/24/2025
February 24, 2025

BBB Complaint #******** | 05135855

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

We inform you that based on the email you previously shared with us about what the BBB informed you regarding the requested documentation, we have requested the documents once again in the case number *********.

We kindly request you to review the case ********* and proceed as requested in the same email chain.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 03/05/2025
Better Business Bureau:

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

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

Regards,

i just double check my credit card transactions and do not see the refund.
Please provide your refund record on credit card processing terminal.
I will **** **** as resolved once refund received on credit card.

Business Response
Date: 03/06/2025
March 06, 2025

BBB Complaint #******** | 05183101

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

As it was previously informed and resolved in the case number *********, we reiterate you that that in accordance with the BBB case number #********, the payment of $31,478.00 MXN (the equivalent to $1,550.00 USD) has been successfully completed.

The Refund Record, can be found once again attached to this e-mail.

Please verify the status of the compensation on your next billing cycle, at least 15 business days from March 03, 2025.

It is of utmost importance to remind you that the payment will be made in national currency MXN according to the corresponding exchange rate.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 03/11/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.
I checked my credit card transactions today (3/11/2025)and no refund on my credit card. I will only mark the case resolved when I RECEIVE the refund on my credit card.

Regards,

Business Response
Date: 03/11/2025
March 11, 2025

BBB Complaint #******** | 05202590

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

As it was previously informed and resolved in the case number *********, we reiterate you that that in accordance with the BBB case number #********, the payment of $31,478.00 MXN (the equivalent to $1,550.00 USD) has been successfully completed on March 03, 2025.

We reiterate you that it may take between 10 and 15 business days for this compensation to be reflected.

We kindly request you to please wait until the end of this period to review any clarifications.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 03/12/2025
Better Business Bureau:

This letter is to inform you that Aeromexico has carried out to my satisfaction the resolution it proposed for my complaint, filed on 1/14/2025 and assigned ID ********.

Regards,

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