Business Profile

Airlines

Aeromexico

Headquarters

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Complaints

This profile includes complaints for Aeromexico's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

313 total complaints in the last 3 years.
62 complaints closed in the last 12 months.

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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:01/13/2025
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 (TSA prescreened traveler) that arrived in the first class line for Aeromexico 1.5 hours early on 1/9/2024. There were 4 workers behind the counter chatting, for 35 minutes until they finally opened a second line. At this point it took another 15 minutes or so to check in the 6 passengers ahead of me. I was told it was too late to check in. I said I had been waiting for 45 minutes while they chatted, which made them angry and they threatened to not help me at all, they threatened to call the police if I pushed the issue further. A bizarre response that I can only assume was due to me not being a white man. They told me there were no 1st class seats available on the next days flight and said id need to take the voucher and book it myself. I saw online there were first class flights for the next day... racial discrimination again? Customer service hung up on twice. Requesting a refund for the excess I paid for the ticket due to Aeromexico's racial discrimination and damages of $5000.
Business Response
Date: 01/15/2025
January 15, 2025

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

Dear Mr. ********,

Thank you for contacting us through the Better Business Bureau.

We profoundly regret to hear that your experience was uncomfortable. We understand that our words may not change the way you felt at the time and the perception you had. However, we believe it is of the utmost importance to send you this letter in the hope that it may help you clarify the situation.

Our staff's priority is to help enhance your travel experience as our customer. We offer our apologies if on this occasion the service received by our employees has not been as expected. Aeroméxico does not condone misbehavior by employees. As a service company, all our collaborators must follow strict rules to help customers in a polite and professional manner at all times; Please be assured that we have forwarded a copy of this incident to our Management of the Los Angeles International Airport for corrective actions and to remind all of our associates of the importance of behaving with kindness and courtesy.

Upon reception of your email shared with us, we also started a detailed investigation; the corresponding materials were all reviewed carefully by our team.

Through this assessment, it was highlighted that after a thorough review of flight DL1793, according to our records, the aforementioned flight was closed and addressed in accordance with current procedures. Unfortunately when you presented yourself to the check-in counters the flight had already been closed for checking and drop off luggage; it is important to mention that all airlines depend on multiple instances to be able to operate a flight in a timely fashion. That is why you are required to arrive at the Airport 180 minutes prior to the departure time of international flights, since the flight as well as the luggage drop is closed one hour before the flight time; these are minimum time-frames.

This information can be verified in section "5.1. Early arrival to the airport" of our Contract of Carriage.

We share with you the following links for further information:

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

Whereas we understand the service you received was not optimal, we did not find signs of discrimination or harassment from any of the Aeroméxico staff at the counter. Kindly be informed that Aeroméxico, as a world-class company focused on service and attention to our distinguished passengers, we have a policy of zero tolerance for discrimination. Please rest assured that our team would never lend itself to practices or conducts that would violate the identity of our clients.

In addition, with respect to our records, we remind you that with every intention to support you in the above mentioned situation, as a one-time exception a reimbursement of the cost of your ticket (*************) was made through an EMD voucher on Aeroméxico services (*************).

Mr. ********, we reiterate that we sorely regret the outcome of your experience and not having met your expectations on this occasion.

Cordially,

Rebeca R.

Ejecutivo de Atención a Clientes
Customer Care representative
Initial Complaint
Date:01/13/2025
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 first class ticket from Zihuatanejo to Mexico. The reason I chose the first class tier was to access the lounge. I received multiple emails about how I would have access. I arrived to the airport and asked about the lounge, they told me where it was but not that i wouldn't have access... Once i got passed security and to the lounge they told me I didn't have access and I had to speak with a representative from Aeromexico.

There were no agents available and when I called they were incredibly rude and told me to find a representative at the airport. There was nobody to speak with at the airport. I spent 45 minutes before I finally gave up because soon boarding will start.

I am at absolute disbelief at the sheer lack of customer service and resources available for someone traveling with the most expensive tier they offered.
Business Response
Date: 01/14/2025
January 14, 2025

BBB Complaint #******** | 05015903

Dear Mr. *******,

Thank you for contacting us through the Better Business Bureau.

We offer our apologies 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 the International Airport 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, we would like to inform you that the regulation was implemented correctly, since this benefit of access to Premier Lounges for purchasing a Premier fare is only valid on departing flights from México City, Chihuahua, Torreón, Monterrey, Guadalajara and Mérida.

You can review further information in the following links:

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

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

Therefore, we regret to inform you that it is not possible to proceed with your request.

Cordially,

Rebeca R.

Ejecutivo de Atención a Clientes
Customer Care representative
Customer Answer
Date: 01/15/2025
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 think it is misleading to advertise "lounge access" multiple times during the purchase, and I only found the locations in a separate part of the website... It's not hard to indicate that you do not have lounge access when flying out of any airport but the few that have them.
After writing this I actually took the flight, in which I found out I also do not receive a wifi voucher and would need to purchase wifi, despite being advertised a "2 hour pass"

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

Regards,

Business Response
Date: 01/20/2025
January 20, 2025

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

Dear Mr. *******,

Thank you for contacting us once again through the Better Business Bureau.

After reviewing the information you shared with us, we hope you know that it is never our intention to inconvenience our passengers.

We also thank you for sharing your experience with us. Your comments are very important as they will help us to improve our efforts to provide our customers with the best possible service. We will forward the information you have kindly shared to the corresponding areas involved so actions can be taken to ensure that all our services are up to our standards.

Regarding the information provided about the coupon valid for the use of internet, we inform you that you could request it to our flight attendants, prior to the voluntary purchase of the service. For your future travel plans, we recommend you to request this information to our staff, who will be glad to support you.

Aeroméxico appreciates your kind understanding.

Cordially,

Rebeca R.

Ejecutivo de Atención a Clientes
Customer Care representative
Initial Complaint
Date:01/10/2025
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.
On Monday January 6th, I flew from GDL, Guadalajara international airport to SFO, San Francisco international airport, via Aeromexico on flight AM622 which left Guadalajara at 6:30 a.m. and was scheduled for arrival at 9:00 a.m. pst. When the plane was ready to land, we were told that the airport was too busy, and therefore we would be flying around the area until landing cleared for us. After the 50 minutes had passed, we were told that the plane was running low on fuel and therefore we would have to make an emergency stop in Fresno California to refuel the plane. We were in Fresno for over three hours, inside of the plane with no explanation as to why we could not land in San Francisco. I asked the flight attendants, and of course I was upset. I asked for an explanation and I was told if I did stop talking and sat down, they would have me arrested. My partner called the airline asking for a status and a reason for the delay in landing, she was told it was most likely due to a mechanical problem with the airplane's engine. While stuck in Fresno, we were told by members of the crew that we would ALL be receiving a compensation of $2,000 pesos, which I found ridiculous. Upon finally landing in SFO 5 HOURS after the scheduled time, we were told the delay was due to the “weather” and no compensation would be issued, the service booth was closed shortly after. My partner called again, and she was told that due to the notes on the flights history, I should be getting a refund and a compensation and it was just a matter of filing a complaint online. We followed the steps and received an email back today 1/10/2025 with a resolution that said nothing could be done about it. I called the line 4 times asking for a supervisor and every time they disconnected my call. I explained to them that we checked, and their flight was the only one delayed at SFO that morning and the weather was fine for airport use. I demand a resolution to this terrible experience with Aeromexico.
Business Response
Date: 01/14/2025
January 14, 2025

RE: BBB Complaint #******** | ********

Dear Mr. *******,

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: 0499-****, and 0500-****.

According to the aforementioned, we inform you that after an exhaustive review of your claim and analyzing the cause of the deviation and delay of flight AM622 on January 06, 2025; we have confirmed that the flight was diverted and delayed due to weather conditions, more precisely due to low visibility and fog in San Francisco, 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, your Contract of Carriage was granted after the aforementioned deviation and delay.

Please be informed that based on the above our Contract of Carriage stipulates the following:

"Passengers recognize and accept that the Carrier shall not be liable for the payment of damages caused by a default in the rendering of the services contracted through www.aeromexico.com in the event of an Act of God or Force Majeure, which include but are not limited to: acts of government authorities; compliance or observance of laws, regulations, government orders or lawsuits or from its agencies or units; strikes; work stoppages; temporary closing of airports providing service; alteration of the public peace; fear or imminence of war; civil war, blockage, embargo, epidemics, pandemics, quarantines, air piracy, fire, flood, bad meteorological conditions (fog, rain, frost, snow, etc.) or similar causes beyond control or will of the contracting parties; failures or accidents suffered by the aircraft that, in the opinion of the captain in charge of the aircraft, may set the operation and safety of passengers and crew in danger; or similar circumstances to the above, among others, that make compliance with the rendering of the contracted services impossible."

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

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

Therefore, based on the aforementioned, it is not possible to grant any compensation or reimbursement, since the reason for the deviation and delay is not attributable to the airline. In addition, we inform you that on routes to and from the United States, Aeroméxico does not offer any type compensations related to flight delays or cancellations.

Cordially,

Rebeca R.

Ejecutivo de Atención a Clientes
Customer Care representative
Initial Complaint
Date:01/09/2025
Type:Delivery 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.
My daughter ******** ********* left an iPad on Aeromexico flight AM409 from *** to Mexico City on 12/25/2024. We reported the instance on 12/26 and we called on 12/27 and the customer service agent told us that they located the iPad and we could just pick it up when we are at ********************************* Aeromexico Luggage lost and found office. On our way for our return flight, we arrived at the office, the customer service at the counter told us that we would need to wait for an hour since the iPad is not at the office. We had already checked in our luggage for our return flight and also we didn't have enough time to wait. So agent asked us to fill out the form and told us that Aeromexico could ship to ************** to pick it up. Since I live in **, I told them that I would pick it up, she also had ******** **** written an authorization form for me to pick the iPad up on her behalf. We requested reference number and she told us that she would fill the number for us. Upon returning to **, we called numerous times and they directed us to open another case and had us communicating through emails. Since then, they repeated told us that they never have found the iPad. Now, they stopped responding. We would like them to open all recording including their security camera on the plane as well as at the customer service counter to review the evident and we would like to have our iPad returned as they promised before. I attached the form that Michelled filled out at the airport and her boarding pass. I also attached her email to Aeromexico document all instances timeframe.
Business Response
Date: 01/10/2025
January 10, 2025

BBB Complaint #******** | 05009175

Dear Mrs. ***************************** 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 we have validated the corresponding information with our coworkers from both airports. However, no iPad with the details you mentioned was reported in our system.

In addition, kindly be reminded that in your phone calls to our ****************** there was never made a confirmation from your forgotten iPad, our agent only confirmed coincidences. Nevertheless, non of them where confirmed as your iPad once escalated your case with our coworkers at airport.

Therefore, we regret to inform you that it is not possible to proceed with your request.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 01/14/2025
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.
This response contained exact same wordings and language that Aeromexico responded to us by emails twice and then stopped responding.
The case was not escalated to the Aeromexico airport luggage lost and found. We were told to go there to pick up the iPAD. The counter agent told us that the iPAD would take an hour to arrive that we could wait and she could re-book us in a later flight. We already checked in luggage with Delta and it was not possible. So she presented the form to ask us to fill it out and said that the iPAD would be sent out on 12/30/2024 to ******************
The phone recording and video recording at the airport site should be clearly shown that we were told that iPAD (we clearly told them the iPAD was inside of a sky blue keyboard case and was left in the front pocket of the seat) was found during the phone and at the airport. We were also provided the timeframes the calls were made and the timeframe when we were at the airport lost and found site. Also the phone will have the location and time information as well.

Regards,
Shaufen *********

Business Response
Date: 01/16/2025
January 16, 2025

BBB Complaint #******** | 05020941

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

We would like to remind you that the response previously provided, derives from a detailed investigation, escalation of the case in question with our internal areas for the corresponding review, as well as a thorough analysis of our records.

Therefore, we remind you that we have validated the corresponding information with our coworkers from both airports. However, no iPad with the details you mentioned was reported in our system.

In addition, kindly be reminded that in your phone calls to our ****************** there was never made a confirmation from your forgotten iPad, our agent only confirmed coincidences. Nevertheless, non of them where confirmed as your iPad once your case was escalated with our coworkers at the airport.

Therefore, we regret to reiterate you that it is not possible to proceed with your request, and there are no additional procedures applicable with respect to the present case.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 01/16/2025
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 believe that I rejected the response yesterday. We provided the time for the phone and in person interactions. We would like to at least have Aeromexico to provide thorough review of phone recording and in person recording. There were three of us at the Aeromexico luggage lost and found office. I am Asian and my son and my daughter were both present there with me. The same wordings from the email exchange that I already received would not provide evidences that a thorough review have been conducted. I was also told that there are video recording on the plane so no one would be able to take the item left on the plane. Additionally, why we would be instructed to fill out form to pick up iPADs and also to be told that the iPAD would be send to ************** on 12/30/2024?
Clearly, this is not a miscommunication and there is some discovery that only Aeromexico can conduct and provide facts.

Regards,

Shaufen *********

Business Response
Date: 01/17/2025
January 17, 2025

BBB Complaint #******** | 05020942

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

We inform you that due to internal policies it is not possible to share our records or supporting documentation with our customers.

We also inform you that we do not count with security recordings inside our aircrafts. For this reason, personal belongings are the responsibility of each passenger.

In addition, we regret that the response previously received was not what you expected. Nevertheless, we would like to remind you that the response derives from a detailed investigation, escalation of the case in question with our internal areas for the corresponding review, as well as a thorough analysis of our records.

Based on the above, we remind you that we have validated the corresponding information with our coworkers from both airports. However, no iPad with the details you mentioned was reported in our system.

In addition, kindly be reminded that in your phone calls to our ****************** there was never made a confirmation from your forgotten iPad, our agent only confirmed coincidences. Nevertheless, non of them where confirmed as your iPad once your case was escalated with our coworkers at the airport.

Therefore, we regret to reiterate you that it is not possible to proceed with your request, and there are no additional procedures applicable with respect to the present case.

Mrs. *********, we sorely regret the outcome of your request and not having met your expectations on this occasion.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 01/27/2025
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.

Unfortunately, there were no evident provided to us with their investigation. There were two of us on the phone (me and my daughter) and three of us (me, my daughter and my son) heard and witnessed the same response at the airport. As I indicated, why would we be told to fill out a form to have iPAD sent to ************** if the agent at the airport did not provide the form and told us that the iPAD was at a different location?
I appreciate BBB assistance. However, I am unwilling and unable to accept Aeromexio's repeated responses without evidence of investigations.

Regards,

Shaufen *********

Business Response
Date: 02/04/2025
Dear Mrs. ************************ employees of a company, we are subject to company privacy regulations, where we cannot provide screenshots or documents in formats other than written, while the information from the cameras is property of the country's federal security, so we have no authorization or jurisdiction over the use of the information from the security department that is established on aircraft or at the airport.

However, no airline can take responsibility for missing items forgotten by passengers, so this affectation is totally beyond our control, so as a definitive answer, I must reiterate that this was not found by our staff, while the cleaning staff did not report a forgotten object with the characteristics of the one you describe.

In addition, kindly be reminded that in your phone calls to our ****************** there was never a confirmation of your forgotten iPad, our agent only confirmed coincidences. Nevertheless, none of them confirmed as your iPad once your case was escalated with our coworkers at the airport.

It is necessary to mention that no term, condition or paragraph of our transport contract establishes a guarantee of payment for items forgotten under the responsibility and care of the passengers.

Without further ado, I take this opportunity to notify you that your case has been escalated to our complaints and customer service department. In this department we represent the last instance in the resolution processes applicable to incidents such as the one you present, as well as the cash involved. According to the responses provided in each department, we can verify that assistance has been provided following the terms and conditions applicable to your incident, with your request being outside of any process that may be executed. When generating an Aeromexico reservation, you are accepting the terms, conditions and transport contract of the airline, where you can verify all the applicable processes with the airline.

It should be noted that a communication to our department does not guarantee a resolution in favor of the passenger if this is not applicable. Due to this, I regret to reiterate that we will not be able to continue with your request.

I wish you a great afternoon.

Cordially,

****** **** ****************************** a ************************* representative
Customer Answer
Date: 02/05/2025
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.
There was no proposed action. I have not asked AeroMexico to disclose any personal or private information. I simply requested evidence of communication and investigation. If I did not receive the confirmation that the iPAD was found, why would I go to the lost and found. I provided the screenshot of the form that lost and found gave us to fill out. Can they even explain why the form was provided? I believe that the image has location and timestamp.
I understand that they are not obligated to respond or to disclose. I have no further comments but no acceptance from me.
Regards,
Shaufen *********

Business Response
Date: 02/07/2025
Dear Mr. **************************** have not issued any proposal, as the responsibility for the loss of your personal belongings lies solely with the passengers. Furthermore, we have no evidence available to provide, as we have notified you in this regard. That said, no compensation is applicable. Unfortunately, the search for your iPad will have to be verified by your own means.

Cordially,

****** **** ****************************** a ************************* representative
Customer Answer
Date: 02/11/2025
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 am not accepting as well as not going to engage a conversation with an organization who did not accept responsibility of their employee statements made to their customers. I have never requested any compensation and neither did I deny my responsibility. It is Aeromexico business to run and I have no further comments. I will not close this complaint from my end.

Regards,
Shaufen *********

Business Response
Date: 02/13/2025
Dear Mr. **************************** understand your perspective, however, the personnel in charge of cleaning the aircraft are not related to Aeromexico, as well as the root cause of this incident, so further follow-up will not be provided.

Without further ado, we wish you a great day.

Best regards,

****** **** ****************************** a ************************* representative
Customer Answer
Date: 02/14/2025
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 customer service representatives from the phone as well as at the airport told us that the **** was found. I am uncertain why cleaning crew was mention. This is clearly mishandled by the customer service department.

Regards,

Business Response
Date: 02/20/2025
February 20, 2025

BBB Complaint #******** | 05128059

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

Please be advised that we have thoroughly reviewed your request and unfortunately we are not able to authorize it. We understand your situation but, as stated in the previous response, we must remind you that  due to internal policies it is not possible to share our records or supporting documentation with our customers.

In addition, we remind you that no iPad with the details you mentioned was reported in our system.

Also, kindly be reminded that in your phone calls to our ****************** there was never made a confirmation from your forgotten iPad, our agent only confirmed coincidences. Nevertheless, non of them where confirmed as your iPad once your case was escalated with our coworkers at the airport.

Once again, we must decline any requests for further review on this same matter. We hope that you can understand and respect our decision, even if you continue to disagree with it. If we can address a different travel related matter, feel free to contact us.

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

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 02/25/2025
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. As business repeated the same statements, I will not accept and will not want to engage the same repetitive responses.

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

Regards,

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

BBB Complaint #******** | 05161419

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

We regret to reiterate you that we have thoroughly reviewed your request and unfortunately we are not able to authorize it.

Once again, we must decline any requests for further review on this same matter. We hope that you can understand and respect our decision, even if you continue to disagree with it. If we can address a different travel related matter, feel free to contact us.

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

Cordially,

****** *.

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

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

Regards,

Business Response
Date: 03/05/2025
March 05, 2025

BBB Complaint #******** | 05173539

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

We regret to reiterate that it is not possible to proceed with your request and there is no further procedure applicable with respect to the present case.

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.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 03/06/2025
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.

Regards,

Shaufen *********

Business Response
Date: 03/07/2025
March 07, 2025

BBB Complaint #******** | 05190407

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

We regret to reiterate that it is not possible to proceed with your request and there is no further procedure applicable with respect to the present case.

We inform you that the present case has been resolved and is concluded.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 03/10/2025
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.

Regards,
Initial Complaint
Date:01/06/2025
Type:Customer Service 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.
Hello Aeromexico,We travelled with Aeromexico from Mexico to ******* on Apr 24, 2024. As we boarded the aircraft, we were asked to check our carry-on luggage and we agreed. We were supplied the following baggage tags.Bag tag # ********** and # ********** These two pieces of carry-on luggages were delayed in transit, and we immediately opened two lost baggage reports:Baggage Report ************************** After an investigation they were both deemed to be lost and we started the process of crediting for the lost luggage and their contents.After many months of going back and forth we have still only received credit for one of the carry-on luggage and despite providing every document that was requested this case has been closed on the Aeromexico end even though the credit department was unable to prove the credit was processed.I have all communication from April until our last communication on Dec 11, 2024, plus all credit refund notices and information (one successful and one not successful). Im happy once again to provide any documentation you require.Please can someone from Aeromexico contact us and help us reach a fair and honest settlement for our lost luggage as you have been our preferred airline when we visit my wifes family in **********, and wed like to maintain our current relationship with you.
Business Response
Date: 01/08/2025
January 08, 2025

BBB Complaint #******** | 04999305

Dear Mr. ************************** 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 0484-2135.

According to the aforementioned, we would like to remind you that the reimbursements were successfully applied on our end to the corresponding form of payments.

The Refund Records, can be found attached to this e-mail.

In order to continue with the process in question, we kindly request you once more to file a clarification for a return not applied with your banking institution at the ***********.

For this purpose, we share with you the following references of 23 positions.

Reference:   **75177134183009382849921**
Date:       01/07/2024
Amount:         $15,427.00
Credit Card:         5360-88XX-XXXX-3570

Reference: **75177134191004882849927**
Date:    09/07/2024
Amount:    $16,856.00
Credit Card:    5360-88XX-XXXX-5922

We would like to inform you that if you still do not see the reimbursement reflected, we kindly ask you to contact your banking institution to make the corresponding clarification.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 01/20/2025
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.

I will contact my bank once again (this will make 4 times) and in previous contacts they have no record of the transaction on their end. The last time I communicated with them they suggested Aeromeico recall the transaction as they have no record of it and we didn't receive it in our account. Surly this will be a better starting point for this resolution?
I did provide my credit card statements for many months for proof of the second credit refund not being applied, which I hope you have reviewed.
We are the ones that have lost bags, and the credit refund did not get applied to "us" yet and we are unable to replace my wife's luggage and contents since April 2024.
Surely you understand as an honest and ethical company who we have enjoyed flying with many times that this lengthy interaction for something so simple to remedy has really stated to leave a bad taste in our mouth. It's so unfortunate and has such an easy solution. We will never check our carryon luggage again when travelling and will be very cautious about choosing Aeromexico as our preferred carrier for flights for our family to fly and see my wife's mother and family in Mexico.
Once I contact my bank I will reply here and we can try to continue the process.

Regards,

***** ******

Business Response
Date: 01/27/2025
Dear Mr. ********************* is a pleasure to greet you back.

Please note that the references and deposit vouchers provided above are unique series for each banking operation. Once these are issued, a cash deposit from the company is confirmed, and it is the current reference that the agents of your bank will use to track the cash issued with their technical support, so everything will depend on them. For our part, an additional process is not possible to issue, as it's not possible to duplicate a cash deposit.

Without further ado, I wish you an excellent day.

Cordially,

****** **** ****************************** a ************************* representative
Customer Answer
Date: 01/28/2025
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.]

Complaint ID:
22774963
Date Filed:
1/6/2025
If possible I would like to add some additional info to my last communication with Aeromexico (via the BBB) after talking with my bank. There doesn't seem to be an option for me to do so.

Is it possible to open the ticket so I add some additional notes or please can you add the following info for me?

After talking with my bank again (**************) they have no record of the second credit refund. They suggest you do a transaction recall on your end and then resubmit the credit transaction again so it can be received correctly.

Reference:   **75177134183009382849921** --> Received, thank you.
Date:       01/07/2024
Amount:         $15,427.00
Credit Card:         5360-88XX-XXXX-3570

Reference: **75177134191004882849927** --> No record of this transaction on our end
Date:    09/07/2024
Amount:    $16,856.00
Credit Card:    5360-88XX-XXXX-5922

You have our credit card statements for June, July and Aug 2024 to verify the details. You'll see a credit refund for the first transaction, but no record for the second one.

In addition, after you do your research and recall the transaction please can we have the credit applied to the card ending in ****************************************************** 5922 had to be cancelled and we were reissued with a new card. ******** assured us though that any payment or credits would still be applied to the account.

As always, I'm happy to provide any details or info you need from our end to help resolve this matter.

Regards,

Business Response
Date: 01/28/2025
Dear Mr. ************************* understand the inconveniences you are experiencing, however there is a limit to the processes that can be carried out by the company. In this case, the references are proof that the deposit has been issued by Aeromexico, since these are the unique bank transaction number, so the requested transaction represents issuing a second cash deposit, and therefore, a new cash outflow doubling the expense for the airline. We do not know why your bank does not have the power to track the cash in question since this reference is traceable by multiple banks with which we have dealt. Regrettably, any future request must be verified between you and your banking institution, without exception.

Without further ado, I regret the inconvenience you are experiencing and remain at your service for clarifications regarding future reservations.

Cordially,

****** **** ****************************** a ************************* representative
Customer Answer
Date: 02/03/2025
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,
Dear Aeromexico,

We understand the inconveniences you are experiencing, (Thank you for your kind words however this has been going on for almost a year and we don't think you do)
however there is a limit to the processes that can be carried out by the company. In this case, (surely, it's your responsibility to verify the credit refund was accepted by the PASSAGENER who trusted your staff with their luggage, not to confirm the credit refund has gone into the banking system. You have confirmation from our back in the form of the credit card statements for June, July and Aug 2024, and you can SEE there is a confirmation on the first credit refund, and no confirmation of the second credit refund)
the references are proof that the deposit has been issued by Aeromexico, (you have a transaction record of the money LEAVING the account perhaps, you do not have a confirmation of a successful credit refund to the PASSANGER's account whose luggage was lost)
since these are the unique bank transaction number, so the requested transaction represents issuing a second cash deposit, (Yes, you should as this error is not on our end. We PAID you to fly US and our LUGGAGE safely from Mexico to ****** and it was AEROMEXICO who didn't do their part. Yes, you should make this right if you are a business of integrity! We have supplied ALL the documents you have requested, multiple times, and I know for a fact you cannot confirm the credit refund reached the PASSANGER whose luggage you lost. How is that our problem? Where did WE make an error? I'm happy to take responsibility on my end, we have been cordial for the majority of this process and have supplied every document your team has requested, no matter how much time or effort that required. ******* has no RECORD of receiving the credit refund! Surly the goal is to get that credit refund in the hands of the PASSENGER, yes?
therefore, a new cash outflow doubling the expense for the airline. (Currently, as this case has not been resolved, we paid Aeromexico $16856.00 (non-received credit voucher) Pesos to check my wife's carry-on luggage, this more than doubled the cost of our flight ticket. We have paid you in full for our end of the transaction yes, our flights, out checked luggage, our seat selections etc)
We do not know why your bank does not have the power to track the cash in question since this reference is traceable by multiple banks with which we have dealt. (****** do we, except they have NO record of receiving the credit refund so that might be a clue. How can they track something that has been received by them? We've spoken to them 4 times over this matter. They see the first one, they do not see the second one)
Regrettably, any future request must be verified between you and your banking institution, without exception. (We think it would be fairer to ensure the credit refund reach the PASSENGER. When I send a money transfer I get a conformation the money has been received by the CORRECT person, doesn't your bank have that? We don't need a confirmation of the SENDING of the credit refund, we need a confirmation of the RECEIVING of the credit refund. Please ask your bank for that info and we can actually get somewhere.

Thank you for your help and I pray your next response is one of honesty and integrity with an ambition of solving this once and for all and understand the principle of the credit refund getting to the PASSANGER being the most important thing.

Business Response
Date: 02/04/2025
Dear Mr. ********** clear="none">

We understand your perspective regarding this incident, however, Aeromexico has complied with all applicable or possible processes in our hands. Definitely, a second issue of a deposit is not applicable, because the tracking of the cash falls solely on the banking institution. Since it is the technical support of the same (for companies) that provides the unique operation number that we have already provided. Having said that, you can take this answer as definitive, since unfortunately we do not have a different process to apply, so it must be reiterated in future communications.

Without further ado, I wish you an excellent day.

Cordially,

****** **** ****************************** a ************************* representative
Customer Answer
Date: 02/05/2025
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,

Dear ******,

Thank you for your message.

So, my bank (Tangerine in ******) can't track the transaction as they have no record of it, they cannot track a transaction that didn't reach their accounts.  Pretty sure no bank can do this!

Your accounts department has sent a confirmation that the credit refund has been sent.

Can the Aeromexico bank (Santander I think) give any confirmation that the credit transfer was complete (not just sent) and is there a receipt of deposit? If we had that maybe we could figure out where the credit refund is?

As of right now, the ultimate goal of this whole process has not been successful! The paying Aeromexico passenger HAS NOT received credit for the luggage your team lost.

Can we agree the ultimate and fair resolution would be, to have the credit refund actually RECEIVED by the Aeromexico customer, yes? If you were in our shoes would be happy the credit refund was SENT, or would it be important to you that it was RECEIVED?

This case can only be closed once the correct and fair resolution is complete.

I can prove with facts the credit refund was not received by us, the passenger, and am willing to provide whatever documents you require.

We travel to Mexico to see my wife's family once or twice per year and Aeromexico has always been our preferred airline as the service is of great value and of course, my wife being Mexican, feels more at home.

It would be a shame to no longer have Aeromexico as an option due the bitter taste this lengthy process is leaving in our mouths.

We still hope to find a resolution and put this whole nightmare behind us.

If you can't help any further, who would be the next person who would be able to assist in resolving this case correctly?

Business Response
Date: 02/07/2025
Dear Mr. ************************ appreciate the time you spent contacting the Aeromexico *********************** back.

I take this opportunity to notify you that your case has been escalated to our complaints and customer service department. In this department we represent the last instance in the resolution processes applicable to incidents such as the one you present, as well as the cash involved. According to the responses provided in each department, we can verify that assistance has been provided following the terms, conditions and processes applicable to your incident, with your request being outside of any process that may be executed.

The resolution regarding this incident was made and provided, which is the issuance of a refund supported by a unique transaction number provided by your banking institution's technical support for companies, so it is the responsibility of your banking institution to track the relevant refund.

It should be noted that a communication to our department does not guarantee a resolution in favor of the passenger if this is not applicable. Due to this, I regret to reiterate that we will not be able to continue with your request.

I regret the inconveniences in this regard. I wish you a great afternoon.

Cordially,

****** **** *********************************** representative
Customer Answer
Date: 02/15/2025
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,
****

Hello Mr. ****** **** Vzquez,
Lets review.
This has been ongoing since April 24, 2024.
As of right now, the ultimate goal of this whole process HAS NOT been successful! The paying Aeromexico passenger HAS NOT received credit for the luggage your team lost.
(Aeromexico know this from the proof that we have sent many times, the credit was not received by our bank, we can agree this is a fact).
My bank (Tangerine in ******) can't track the transaction as they have no record of it, they cannot track a transaction that didn't reach their accounts.  Pretty sure no bank can do this!
Can we agree the ultimate and fair resolution would be,to have the credit refund RECEIVED by the paying Aeromexico customer,yes? If you were in our shoes, would you be happy the credit refund was SENT, or would it be important to you that it was RECEIVED?

We travel to Mexico to see my wife's family once or twice per year and Aeromexico has always been our preferred airline as the service is of great value and of course, my wife being Mexican, feels more at home.
So, lets do the math.
Our flights, luggage fees and seat selection were all paid in full and received by Aeromexico.
An outstanding credit of approx. $1200 CAD HAS NOT been received by the passenger whose luggage was lost by Aeromexico.
We are a family of 3, and we travel to Mexico at least once a year to see my wifes family. We travel at Christmas time most years and our daughter is currently 3 years old. So, for this example lets say she is at home for the next 20 years. As of today, the cost for a return flight to Mexico City from ******* from Dec 20th to Dec 28, 2025, with Aeromexico is approx. $2135.00 CAD.
3 flights per year = $6405
$6405 x 20 years = $128,100
It would cost Aeromexico $128,100 CAD to not take responsibility and settle this case with the integrity it deserves.
From our end, it would be a shame to have Aeromexico no longer as an option due the bitter taste this lengthy process is leaving in our mouths.

We still hope to find a resolution and put this whole nightmare behind us. Aeromexico really do need to take responsibility for loosing our luggage, a paying customer did not receive the credit refund you sent, I dont understand how this is our responsibility.
We do not accept your statement Due to this,I regret to reiterate that we will not be able to continue with your request. We both know there is an option to escalate further.
I would like to reiterate this point, if you can't help any further, who would be the next person who would be able to assist in resolving this case correctly?
Out of principle we will not accept any resolution short of Aeromexico taking responsibility and to successfully credit the paying passenger for the luggage that your company lost!

Please ******, do not reply with another generic response with no solution, you are a better man that that! Put yourself in our shoes and find a solution that you would deem honest and integral and represent the company you work for!

***** ******
Business Response
Date: 02/21/2025
January 08, 2025

BBB Complaint #******** | 04999305

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

We regret that the response you received was not what you expected. We realize your disappointment because, you did not receive the response that you felt was appropriate.

However, we regret to reiterate you that the reimbursements were successfully applied on our end to the corresponding form of payments.

The Refund Records, were previously provided to the present case.

We kindly request you once more to file a clarification for a return not applied with your banking institution at the ***********.

For this purpose, we share with you the following references of 23 positions.

Reference:   **75177134183009382849921**
Date:       01/07/2024
Amount:         $15,427.00
Credit Card:         5360-88XX-XXXX-3570

Reference: **75177134191004882849927**
Date:    09/07/2024
Amount:    $16,856.00
Credit Card:    5360-88XX-XXXX-5922

We would like to remind you that if you still do not see the reimbursement reflected, you must contact your banking institution to make the corresponding clarification.

Therefore, it is not possible to proceed with your request and there is no further procedure applicable with respect to the present case.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 03/04/2025
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 whole process has been too long and exhausting! We did everything on our end to help reach the end of the process and we are very disappointed.
Lessons learned from this experience, unless absolutely essential we won't be choosing Aeromexico anymore and we will also never check our carryon luggage, regardless of which airline we fly.
This whole thing, what a shame!
Regards,

Business Response
Date: 03/04/2025
Dear Ms. Taylor:

We regret your perspective in this regard. However, the reimbursements were successfully applied on our end to the corresponding form of payments. As it was previously notified, the refund records, were previously provided through the current case. For this purpose, we share with you the following references of 23 positions.

Reference:   **75177134183009382849921**
Date:       01/07/2024
Amount:         $15,427.00
Credit Card:         5360-88XX-XXXX-3570

Reference: **75177134191004882849927**
Date:    09/07/2024
Amount:    $16,856.00
Credit Card:    5360-88XX-XXXX-5922

We would like to remind you that if you still do not see the reimbursement reflected, you must contact your banking institution to make the corresponding clarification.

Cordially,

Carlos Pérez Vázquez
Ejecutivo de Atención a Clientes
Customer Care representative
Customer Answer
Date: 03/14/2025
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.

We have sent the follow written letter to ************** and await their response.
***** Taylor # *******
*******************,
******,
ON,
L1P 1K8

Mar 14, 2025
**************
************************
*******, *******
M2H 0A1
Institution #***
Transit #*****

Dear Tangerine Bank:

Please can we ask for your assistance?
We have an ongoing claim with Aeromexico since April 2024. They lost two pieces of our luggage after a flight, and they have only ever refunded us for one.
The first record below has been received, the second one has not.
We have spoken to a Tangerine associate over the phone many times and they were unable to track the missing credit transaction.
Aeromeixo have asked us to ask you to track the transaction with the 23-digit code provided. **75177134191004882849927**. They say you have the ability to do this!
One thing to note, the credit card number ending in ************************************************************************************************************************ 8732.
I was assured by a Tangerine associate that any credit refund to this card ending in 5922 would be applied.
We thank you so much for your assistance and please can you respond back to us in writing so we can pass the documented answer back to Aeromexico?
Thank you

***** ******
******
MESSAGE FROM BUSINESS: January 08,2025

BBB Complaint #******** | 04999305

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

We regret that the response you received was not what you expected. We realize your disappointment because, you did not receive the response that you felt was appropriate.

However, we regret to reiterate you that the reimbursements were successfully applied on our end to the corresponding form of payments.

The Refund Records, were previously provided to the present case.

We kindly request you once more to file a clarification for a return not applied with your banking institution at the ************

For this purpose, we share with you the following references of 23 positions.

Reference:   **75177134183009382849921**
Date:          01/07/2024
Amount:            $15,427.00
Credit Card:         5360-88XX-XXXX-3570
**Refunded transaction
AEROMEXICO REEMB MXN CIUDAD -$1,207.77 -$6.04
DE MEX
01-Jul-2024 25-Jul-2024
15,427.00 MXN @ 0.078289362
Subtotal ***** M ****** -$1,305.35 $40.13

Reference:  **75177134191004882849927**
Date:    09/07/2024
Amount:    $16,856.00
Credit Card:   5360-88XX-XXXX-5922
** This one never got refunded

We would like to remind you that if you still do not see the reimbursement reflected, you must contact your banking institution to make the corresponding clarification.

Therefore, it is not possible to proceed with your request and there is no further procedure applicable with respect to the present case.

Cordially,

****** *.
Ejecutivo de Atencin a ************************* representative

Regards,

Business Response
Date: 03/18/2025
Dear Mr. ********************** further clarification must be verified at your banking institution.

Kind regards,

****** **** ****************************** a ************************* representative
Customer Answer
Date: 03/20/2025
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.

Hi ******,
They **************** are investigating and will respond in written format which I will post here. They say it could take between 5 - 20 business days.

Regards,

***** ******

Business Response
Date: 03/21/2025
March 21, 2025

BBB Complaint #******** | 05237717

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

We reiterate that the reimbursements were successfully applied on our end to the corresponding form of payments.

For this reason, any follow-up or additional clarification should be performed through your banking institution.

This is due to the fact that the corresponding payments have been made by *********, as it was previously informed.

Therefore, it is not possible to proceed with your request and there is no further procedure applicable with respect to the present case.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 03/24/2025
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.

Hi ******,

Thank you for your message. We thank you also for repeating your stance on us following up with our banking institution. We have done this multiple times, this last time in writing so we are waiting for their **************** official response.

As you know from the message history, we have sent a copy of your exact message to them so hopefully they come back with a positive answer and can locate the transaction with the info you provided.

Once they respond we will post that message here and we can take the next steps together then.

Please be patient, they said the response could take 5-10 business days and that was approx. 5 business days ago.

Regards,

***** ******

Business Response
Date: 03/25/2025
March 25, 2025

BBB Complaint #******** | 05256164

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

We reiterate that the reimbursements were successfully applied on our end to the corresponding form of payments and any additional clarification should be performed through your banking institution.

Therefore, we regret to reiterate you that it is not possible to proceed with your request and there is no further procedure applicable with respect to the present case.

Cordially,

****** *.
Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 03/26/2025
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.

Hi ******,
Once my bank replies we will know the next steps. Hopefully they respond with a positive message that helps us resolve this case.
If they are unable to track the transaction, then maybe *************** on your end can shed some light on the transaction.
Once ************** responds, we will post that message here and we can take the next steps together then.

Please be patient, they said the response could take 5-10 business days and that was approx. 5 business days ago.
**Please do not reply with your standard response, let's just wait to see what we get back from my bank and then perhaps we can work together from there.

Regards,

***** ******

Regards,

Business Response
Date: 03/27/2025
March 27, 2025

BBB Complaint #******** | 05262950

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

We regret to reiterate you that it is not possible to proceed with your request and there is no further procedure applicable o our side with respect to the present case.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 03/28/2025
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.

Hi again ******,
Please be patient and we will wait for my bank's written response.
Please, I also ask you once again to not send a generic response, let's just all wait for the info to come in from ************** and we can go from there.

Regards,
***** ******

Business Response
Date: 04/01/2025
April 01, 2025

BBB Complaint #******** | 05278880

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

We kindly reiterate you to please continue with any further procedure regarding the present case through your banking institution.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* 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.

Hi again ******,
You're obviously not reading my messages. I'll try again.
I am doing what you have asked and have written to my bank with the info you provided.
Please be patient and we will wait for my bank's written response.
Please, I also ask you once again to not send a generic response, let's just all wait for the info to come in from ************** and we can go from there.

Regards,

***** ******

Business Response
Date: 04/03/2025
April 03, 2025

BBB Complaint #******** | 05286567

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

We sorely regret to reiterate you the previous information. However, it is of utmost importance to remind you that any further procedure regarding the present case must be performed through your banking institution.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 04/08/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22774963, and have determined that this proposed action would not resolve my complaint.

Hi Rebeca,

"it is of utmost importance to remind you that any further procedure regarding the present case must be performed through your banking institution"

It's is! We are doing that!

We'll keep you updated once they get back to us.

Regards,

Simon Taylor

Business Response
Date: 04/08/2025
April 08, 2025

BBB Complaint #******** | 05307284

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

We sorely regret to reiterate you that any further procedure regarding the present case must be performed through your banking institution.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 04/18/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22774963, and have determined that this proposed action would not resolve my complaint.

Hi Rebeca,
Can we please just wait!

"it is of utmost importance to remind you that any further procedure regarding the present case must be performed through your banking institution"

It's is! We are doing that!

We'll keep you updated once they get back to us.

Regards,
Simon Taylor

Business Response
Date: 04/23/2025
Dear Ms. Taylor:

We regret your perspective in this regard. However, the reimbursements were successfully applied on our end to the corresponding form of payments. As it was previously notified, the refund records, were previously provided through the current case. For this purpose, we share with you the following references of 23 positions.

Reference:   **75177134183009382849921**
Date:       01/07/2024
Amount:         $15,427.00
Credit Card:         5360-88XX-XXXX-3570

Reference: **75177134191004882849927**
Date:    09/07/2024
Amount:    $16,856.00
Credit Card:    5360-88XX-XXXX-5922

We would like to remind you that if you still do not see the reimbursement reflected, you must contact your banking institution to make the corresponding clarification.

Cordially,

Carlos Pérez Vázquez
Ejecutivo de Atención a Clientes
Customer Care representative
Customer Answer
Date: 05/13/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22774963, and have determined that this proposed action would not resolve my complaint.

Hi Carlos,
Let me reach out to my bank to see if there are any updates.
We are following the process you suggested.

"it is of utmost importance to remind you that any further procedure regarding the present case must be performed through your banking institution"

It's is! We are doing that!

We'll keep you updated once they get back to us.

Regards,

Business Response
Date: 05/15/2025
May 15, 2025

BBB Complaint #22774963 | 05450178

Dear Mr. Taylor,

Thank you for contacting us once again through the Better Business Bureau.

We sorely regret to reiterate you that any further procedure regarding the present case must be performed through your banking institution and there is no additional procedure applicable from Aeroméxico with respect to the present matter.

Cordially,
Rebeca R.

Ejecutivo de Atención a Clientes
Customer Care representative
Customer Answer
Date: 05/17/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22774963, and have determined that this proposed action would not resolve my complaint.

Hi Rebeca,
Can we please just wait!

"it is of utmost importance to remind you that any further procedure regarding the present case must be performed through your banking institution"

It is! We are doing that!

I didn't hear back from my bank yet, it's been a while so I will follow up with them early next week. They know we are expecting a written response from them regarding the missing transaction and I will attach their response here.
Please, no more generic responses, we are doing what you asked, please let's all just wait.
Thank you
Simon

Regards,

Business Response
Date: 05/23/2025
May 23, 2025

BBB Complaint #22774963 | 05480648

Dear Mr. Taylor,

Thank you for contacting us once again through the Better Business Bureau.

We regret to inform you that 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.

We kindly ask you to please review any further procedure regarding the present case through your banking institution since there is no additional procedure from our end.

Cordially,

Rebeca R.

Ejecutivo de Atención a Clientes
Customer Care representative
Customer Answer
Date: 06/06/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22774963, and have determined that this proposed action would not resolve my complaint.

Hi Rebeca,

Thank you for your patience.

I finally heard back today from my bank regarding the missing transaction.

They confirmed they received the first one and processed it
Reference:   **75177134183009382849921**
Date:       01/07/2024
Amount:         $15,427.00
Credit Card:         5360-88XX-XXXX-3570

They also confirmed they DID NOT receive the second traction:
Reference: **75177134191004882849927**
Date:    09/07/2024
Amount:    $16,856.00
Credit Card:    5360-88XX-XXXX-5922
** This one never got refunded

I will attach both these responses; here is their confirmation the investigation is complete:

Hi Simon,
We spoke over the phone about a request you had that needed some work at our end, and we thought we’d just send you a quick note to keep you posted on the status of the request.
Here’s the reference number we assigned to your request: SRFBC_000015170028
The request is now completed. When we spoke, we talked about next steps, so this status update is to confirm for you where things stand. You may want to keep the reference number above handy in case you need to follow up further later on.
Thanks again for banking
with us.

And here is the details of the investigation:

June 03, 2025
Simon Taylor
7 Bluebell Cres
Whitby, ON
L1P 1K8
Hi Simon,
This letter confirms that Simon Taylor has been a Client with Tangerine since September 12,
1997.
This letter confirms that no refunds was found from a previous Credit Card and that all
refunds made to the Credit Card ending with 3570 was processed.
If you have any further questions or concerns, please do not hesitate to contact Tangerine at
1-888-826-4374.
Sincerely,

Client Services
Tangerine

Tangerine is a registered trademark of The Bank of Nova Scotia, used under license.
Forward Banking is a registered trademark of Tangerine Bank.

So, they have confirmed they never received the second transaction, there was an error sending from your banks (Santander) end as it never reached Tangerine.

Please let me know what next steps are on your end to resolve this case.

Kind Regards,

Simon Taylor

Business Response
Date: 06/09/2025
June 09, 2025

BBB Complaint #22774963 | 05551536

Dear Mr. Taylor,

Thank you for contacting us once again through the Better Business Bureau.

We regret to reiterate you that the reimbursements were successfully applied on our end to the corresponding form of payments.

The Refund Records, were previously provided to the present case.

We kindly request you once more to file a clarification for a return not applied with your banking institution at the Call Center.

For this purpose, we share with you the following references of 23 positions.

Reference:   **75177134183009382849921**
Date:       01/07/2024
Amount:         $15,427.00
Credit Card:         5360-88XX-XXXX-3570

Reference: **75177134191004882849927**
Date:    09/07/2024
Amount:    $16,856.00
Credit Card:    5360-88XX-XXXX-5922

We would like to remind you that if you still do not see the reimbursement reflected, you must contact your banking institution to make the corresponding clarification or for any additional procedure.

Therefore, we must reiterate you that it is not possible to proceed with your request and there is no further procedure applicable on our side with respect to the present case.

Cordially,

Rebeca R.

Ejecutivo de Atención a Clientes
Customer Care representative
Customer Answer
Date: 06/10/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22774963, and have determined that this proposed action would not resolve my complaint.

Hi Rebeca R.

Respectfully, I have followed all the steps Aeromexico has suggested for over a year now.

I've called my bank 5 times to get info and even managed to get in writing from them to confirm the payment did not reach their institution. So, you now know for certain I did not receive the second refund!

My only intention from this whole process is to reach a fair and correct resolution, one I'm sure you would want if you were in my shoes.

I don't know what else you require from me? I've done everything!

I'm at a point where I feel you are not even reading my replies, just submitting pre-prepared responses to try to close the case.

Once again, I have done all you have requested on my end, so please take the responsibility on your end to contact YOUR bank and find out what happened to the missing credit. I look forward to hearing from you.

If you personally cannot help further, please put me in contact with someone who can. I can provide all the info I have saved over the last year, and we can try to resolve this case in the correct and fair way.

Thank you

Simon Taylor

Business Response
Date: 06/13/2025
June 13, 2025

BBB Complaint #22774963 | 05570402

Dear Mr. Taylor,

Thank you for contacting us once again through the Better Business Bureau.

We regret to reiterate you that the reimbursements were successfully applied on our end to the corresponding form of payments.

The Refund Records, and the corresponding letters from the banking institution as supporting documentation of the reimbursements are attached once more to this response.

We also share with you again the following references of 23 positions to file a clarification for a return not applied with your banking institution at the Call Center:

Reference:   **75177134183009382849921**
Date:       01/07/2024
Amount:         $15,427.00
Credit Card:         5360-88XX-XXXX-3570

Reference: **75177134191004882849927**
Date:    09/07/2024
Amount:    $16,856.00
Credit Card:    5360-88XX-XXXX-5922

Therefore, we regret to reiterate you that there is no further procedure applicable on our side with respect to the present case, and any further procedure must be conducted through your banking institution.

Cordially,

Rebeca R.

Ejecutivo de Atención a Clientes
Customer Care representative
Customer Answer
Date: 06/16/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22774963, and have determined that this proposed action would not resolve my complaint.

Hi Rebeca R. (and whoever else is assigned to resolving this case)

Please stop sending these generic responses!
If you were in my shoes, and the airline you flew on lost your luggage and after more than a year of doing everything they advised you to do, you still haven't received compensation, how would you feel getting generic responses?
I'm at a point where I feel you are not even reading my replies, just submitting pre-prepared responses to try to close the case.
The only acceptable resolution for this case is we (the customer) receive full credit for the luggage you (Aeromexico) lost. It is not our responsibility to track funds that have not reached our banking institution. It is your responsibility to credit the customer (not just send the funds, but to actually get the funds to the customer) after not doing your job responsibly.
I feel I need to repeat the following!
Respectfully, I have followed all the steps Aeromexico has suggested for over a year now.

I've called my bank 5 times to get info and even managed to get in writing from them to confirm the payment did not reach their institution. So, you now know for certain I did not receive the second refund!

My only intention from this whole process is to reach a fair and correct resolution, one I'm sure you would want if you were in my shoes.

I don't know what else you require from me? I've done everything!

Once again, I have done all you have requested on my end, so please take the responsibility on your end to contact YOUR bank and find out what happened to the missing credit. I look forward to hearing from you.

If you personally cannot help further, please put me in contact with someone who can. I can provide all the info I have saved over the last year, and we can try to resolve this case in the correct and fair way.

Regards,

Business Response
Date: 06/18/2025
June 18, 2025

BBB Complaint #22774963 | 05591747

Dear Mr. Taylor,

Thank you for contacting us once again through the Better Business Bureau.

We regret that the responses you have received are not what you expected. However, we have reiterated the applicable information regarding your case, as there is no additional procedure applicable to the current situation on our end.

We regret to inform you that 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.

We kindly ask you to please review any further procedure regarding the present case through your banking institution.

Cordially,

Rebeca R.
Ejecutivo de Atención a Clientes
Customer Care representative
Customer Answer
Date: 06/24/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22774963, and have determined that this proposed action would not resolve my complaint.

Hello Rebeca R,

You once again ask "We kindly ask you to please review any further procedure regarding the present case through your banking institution"
We did, in writing, they replied, in writing, the funds were not received.

Let me ask you a question and please ask your supervisor for confirmation, if we were going to fly with AeroMexico and we said we "sent" you the payment for the ticket, but you didn't "receive" the payment for the ticket, would you let us board the plane?

Please just answer the above question so we know we understand each other?

Please let me know where I can escalate this complaint. There must be someone who can logically review this whole process and understand this is not resolved in a way an ethical and honest company would resolve an issue.

Regards,

Simon Taylor
Initial Complaint
Date:12/29/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Damaged my bag and Aeromexico does not care to respond.

They made me check-in my carry-on bag because "the flight was full" even though my bag was under the specified limits, then damaged the bag and now does not care to respond to claims.
Business Response
Date: 12/30/2024
December 30, 2024

RE: BBB Complaint #******** * *******

Dear Mr. ******,

Thank you for contacting us through the Better Business Bureau.

We would like to inform you that your request is currently being reviewed in the Aeroméxico case number *********.

Since your case is currently being attended, it is not possible to provide a double follow-up on your case.

Therefore, the response will be provided at Aeroméxico case number *********.

Cordially,

Rebeca R.
Ejecutivo de Atención a Clientes
Customer Care representative
Initial Complaint
Date:12/25/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a flight (LAX-MEX) on 11/22/2024 for 01/01/2025.

I selected the FLEX option, which allows me to modify the flight or request a refund.

Today i went to modify the flight, but i was unable to, as the ticket did not have the FLEX option.

I contacted them via Whatsapp, they stated that i had not purchased FLEX, that I was only charged for a non FLEX ticket. I insisted i had indeed purchased FLEX, they assured me I had not.

I thought I was going crazy. I went through all of my documents, and found that not only had I indeed paid for FLEX, but both the attendant on Whatsapp as well as the ticket receipt stated I had not paid for FLEX, when my credit card statement clearly shows I paid more (for FLEX).

This is theft, plain and simple. I tired to get the person on Whatsapp to solve it, but the solution was to send an email to support, which will most likely not be solved by the time my flight date comes around, and will not give me the flexibility to change flights at a reasonable costs, as they will go up nearer to the date.

This is THEFT. There is no other word for it. They charged me for a feature, didn't give it to me, AND did not put it on the receipt.
Business Response
Date: 12/26/2024
December 26, 2024

RE: BBB Complaint #******** | ********

Dear Ms. ********,

Thank you for contacting us through the Better Business Bureau.

We would like to inform you that your request is currently being reviewed in the Aeroméxico case number 0497-****.

Since your case is currently being attended, it is not possible to provide a double follow-up on your case.

Therefore, the response will be provided at Aeroméxico case number 0497-****.

Cordially,

Rebeca R.

Ejecutivo de Atención a Clientes
Customer Care representative
Customer Answer
Date: 12/30/2024
Better Business Bureau:

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

They are not resolving it, they are requesting i share my entire bank statement with senitive information which they have no reason to have. I already shared the charge in question.

Regards,

Business Response
Date: 12/31/2024
December 31, 2024

RE: BBB Complaint #******** | ********

Dear Ms. ********,

Thank you for contacting us once again through the Better Business Bureau.

We would like to inform you that after overviewing the information that you share with us, we hope that you know it is never our intention to inconvenience our passengers.

We would also like to thank you for reaching out to share your experience. Your comments are very important for us as they will help us to better our efforts to provide our customers, with the best possible service. We will be forwarding the information you kindly share to the involved areas so actions can be taken to ensure that all our services are on par with our standards.

We inform you that the error in your reservation has been corrected. Based on the above, we inform you that the ticket ************* of the reservation LCWJHX was purchased at a flexible fare, which allows changes without penalty (covering the difference between fares and the corresponding service fee) and reimbursement to the original form of payment as long as this request is made no later than 3 hours before the flight departure time.

We kindly recommend you to contact our Reservations Area at our Call Center so that they can assist you with any further request in case this applies according to our policies.

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

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

Aeroméxico appreciates your preference.

Cordially,

Rebeca R.

Ejecutivo de Atención a Clientes
Customer Care representative
Customer Answer
Date: 01/06/2025
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.

My flight was 7 days ago. I was unable to change it and forced to take it. I was also unable to select a seat, a feature i paid for. Neither the app nor web worked for checkin the entire week, i had to call to checkin and they could not provide a seat.
this is theft. I didn’t even have the charge on my receipt.
$1,624 MXN was the difference between the fare i paid for and the one i got.

refunding me this difference is the bare minimum considering you stole from me and are only apologising because you got caught and i contacted the BBB (i spoke on the phone with you multiple times and you didn’t care to assist in fixing the issue).
@BBB - is only covering what they stole really enough compensation? I have wasted so much time on this and was forced to take a flight which was very inconvenient for me.

Regards,

Business Response
Date: 01/09/2025
January 09, 2025

RE: BBB Complaint #******** | ********

Dear Ms. ********,

Thank you for contacting us once again through the Better Business Bureau.

We would like to remind you that the error in your reservation was corrected in advance prior to your travel date. Based on the above, we remind you that this was informed through our Call Center on December 25, 2024, as well as through the Better Business Bureau on December 31, 2024, prior to the flight departure.

In addition, we remind you that the flight segment was used and the services purchased were provided.

Therefore, it is not possible to proceed with your request, it is not applicable to proceed with any compensation or reimbursement, nor is there any additional procedure applicable with respect to the case in question.

Cordially,

Rebeca R.
Ejecutivo de Atención a Clientes
Customer Care representative
Customer Answer
Date: 01/14/2025
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.

A receipt of sale for the full amount was never issued, therefore the sale does not exist.
i was unable to use the full services, i could not select a seat in advance.

I was gaslighted by your CS saying that i did not have the flight i paid for.
i had to spend DAYS to try and get it fixed. By the time it was, it was too late to change my plans.
just accept that you made an error and repair it. Assume responsibility.
thanks.

Regards,

Business Response
Date: 01/16/2025
January 16, 2025

RE: BBB Complaint #******** | ********

Dear Ms. ********,

Thank you for contacting us once again through the Better Business Bureau.

We regret that the response you received was not what you expected. We realize your disappointment because, you did not receive the response that you felt was appropriate. However, we remind you that the error in your reservation was corrected in advance prior to your travel date. Based on the above, please be reminded that this was informed through our Call Center on December 25, 2024, as well as through the Better Business Bureau on December 31, 2024, prior to the flight departure.

On the other hand, we remind you that your seat selection could be processed through our website, our mobile application or our Reservations Area through our Call Center prior to the flight departure date.

In addition, we remind you that the flight segment was used and the services purchased were provided.

Therefore, we regret to reiterate you that it is not possible to proceed with your request, it is not applicable to proceed with any compensation or reimbursement, nor is there any additional procedure applicable with respect to the case in question.

Ms. ********, we sorely regret the outcome of your request and not having met your expectations on this occasion.

Cordially,

Rebeca R.
Ejecutivo de Atención a Clientes
Customer Care representative
Customer Answer
Date: 01/17/2025
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.

We are running in circles. Every query you made has already been addressed twice over previously. I don’t know what else to say. We do not agree. That’s why the BBB is here.

Regards,

Business Response
Date: 01/27/2025
Dear Ms. ********:

I appreciate the time you spent contacting the Aeromexico Customer Service Center back through the BBB.

Greetings from the current folio SF ********, I take this opportunity to notify you that your case has been escalated to our complaints and customer service department. In this department we represent the last instance in the resolution processes applicable to incidents such as the one you present, as well as the cash involved. According to the responses provided in each department, we can verify that assistance has been provided following the terms and conditions applicable to your incident, with your request being outside of any process that may be executed. When generating an Aeromexico reservation, you are accepting the terms, conditions and transportation contract of the airline, where you can verify all the applicable processes with the airline.

Regarding your incident, I inform you that the BBB is an entity that monitors the response provided to customers by companies. However, all responses have been provided according to the rate acquired when you made the purchase of your reservation on the website, where customers have full control of the purchases, and where the terms and conditions are mentioned, as well as the carriage contract, which was accepted at the time of purchase, so a different resolution is not applicable, even through a legal instance.

It should be noted that a communication to our department does not guarantee a resolution in favor of the passenger if this is not applicable. Due to this, I regret to reiterate that we will not be able to continue with your request.

I regret the inconveniences in this regard. I wish you a great afternoon.

Cordially,

Carlos ***** *******
Ejecutivo de Atención a Clientes
Customer Care representative
Initial Complaint
Date:12/25/2024
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 formally file a complaint against Aeromexico for unilaterally changing the flight times for my son and me, resulting in a significant disruption to our travel plans.

We initially booked our flights to travel with other family members to Mexico as a group. However, Aeromexico changed the flight times for my son and me, leaving us scheduled to travel at very different times from the rest of our family. This change has caused considerable stress, as I am now afraid to travel separately, especially in an unfamiliar setting, and it has disrupted the entire purpose of our group travel.

I understand that airlines may adjust flight schedules occasionally, but given that Aeromexico already changed the times once, I kindly request that you accommodate us on the same flights as the rest of my family. This adjustment would restore the original intent of our travel plans and alleviate the unnecessary anxiety caused by these changes.

I believe this request is reasonable, as Aeromexico was responsible for altering our itinerary without our consent. I hope for a prompt and fair resolution to this matter.

Thank you for your attention, and I look forward to hearing from you soon.
Business Response
Date: 12/25/2024
December 25, 2024

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

Dear Ms. *****,

Thank you for contacting us through the Better Business Bureau.

We would like to inform you that your tickets *************, and ************* of the reservation IMREID were purchased through a travel agency. Accordingly, we recommend you to contact your travel agent for assistance and other questions you may have about your agency ticket.

It is important to mention that we cannot perform any action on tickets that were not purchased directly with Aeroméxico. It is due to the aforementioned that any situation related with tickets issued from a travel agency should be discussed with the travel agency as well.

Cordially,

Rebeca R.

Ejecutivo de Atención a Clientes
Customer Care representative
Customer Answer
Date: 12/27/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.
You state that you cannot make changes because the ticket was purchased through an agent; however, you altered the flight times, creating a significant gap between my flights and my family’s. I would like to be moved to a different flight, or at the very least, have my second flight adjusted so I can travel with my family.

Regards,

Business Response
Date: 12/31/2024
December 31, 2024

BBB Complaint #******** | 04982538

Dear Ms. *****,

Thank you for contacting us once again through the Better Business Bureau.

We would like to remind you that your tickets *************, and ************* of the reservation IMREID were purchased through a travel agency. Accordingly, we recommend you once more to please contact your travel agent for assistance and other questions you may have about your agency ticket.

It is important to remind you that we cannot perform any action on tickets that were not purchased directly with Aeroméxico. It is due to the aforementioned that any situation related with tickets issued from a travel agency should be discussed with the travel agency as well.

Cordially,

Rebeca R.

Ejecutivo de Atención a Clientes
Customer Care representative
Customer Answer
Date: 01/13/2025
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 am extremely disappointed with the service I have received regarding a recent flight change. You have repeatedly stated that you cannot modify my reservation because it was purchased through a travel agency. However, it was your airline, not the agency, that changed the flight schedule. Despite this, your representatives continue to refuse assistance and direct me back to the agency, while the agency insists I contact Aeroméxico directly. This back-and-forth has created a frustrating and unacceptable experience.

What makes this situation even more concerning is that your company clearly has the ability to make changes within your system, as demonstrated by the schedule adjustment you made without my consent. It is disheartening to see such disregard for customer satisfaction.

Due to this poor handling, I have been forced to purchase an entirely new ticket, incurring additional expenses just to ensure I can be with my family. This experience has been nothing short of disappointing, and I will not be recommending Aeroméxico to others in the future.

Regards,

Business Response
Date: 01/16/2025
January 16, 2025

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

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

We regret that the response you received was not what you expected. We realize your disappointment because, you did not receive the response that you felt was appropriate. However, we would like to remind you that your tickets were purchased through a travel agency.

Accordingly, for any further inquiry, we kindly ask you to contact the same travel agency you used for the original purchase due to the fact that third party vendors are the mediators responsible for third party contracts acquired through them.

Travel agencies already have all the necessary information they might need in order to request any process. There is no need for them to send emails or for the customer to contact the carrier.

Please consider that any process has to be requested by the same travel agency that made the tickets sale following the process established by each carrier.

Ms. *****, we sorely regret the outcome of your request and not having met your expectations on this occasion.

Cordially,

Rebeca R.

Ejecutivo de Atención a Clientes
Customer Care representative
Initial Complaint
Date:12/16/2024
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.
We purchased roundtrip basic tickets from Tijuana to Mexico City and we needed to change the flight date due to a family issue. I called the customer service line to purchase a new TO ticket and was told that if we didn't fly on the date on original ticket the return flight would be cancelled. This is very upsetting as the return ticket has been paid for and it is my prerogative to use the not use the TO ticket. I understand the policy of no changes but how dare they cancel our return flights if they have been paid for. The customer service agent was rude and all she could say was you can go to the airport and see what they will do for you. I find this unacceptable. We will never fly with Aeromexico again.
Business Response
Date: 12/24/2024
Dear Ms. ******:

I appreciate the time you spent contacting us at the Aeromexico Customer Service Center to share the problems you experienced when using your reservation from Tijuana to Mexico.

In this regard, please allow me to provide your clarification number: SF ********. Also I inform you that no previous case has been found where you communicate the reason for not using it, or even flight information, nor any previous case while in the current case no flight information was provided, so we have not been able to verify the details of your incident. However, since it is operated within the Mexican Republic, this incident is considered external to the jurisdiction of the BBB. On the other hand, the reason for not using the reservation is not attributable to Aeromexico, while the basic fare is the most restrictive of all, so we recommend purchasing a better category for future trips.

Without further ado, I wish you a great afternoon.

Cordially,
Carlos ***** *******
Ejecutivo de Atención a Clientes
Customer Care representative
Initial Complaint
Date:12/12/2024
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.
Hello we spoke to a supervisor on August 11 around 3 pm. His name was Gerardo, he helped us change out tickets to another day and promised us that we can get the refund. After the call we contacted costumer service with that refund and since then we have been dealing issues. Supposedly you guys are a professional team. They have been hanging up the calls, transferring and just adding time and rejecting that the call was ever made. Gerardo gave me the amount of each ticket on the call. But no one is taking the matter seriously. The money is ours and not for company to be withholding it. You guys have moral ethics on how to treat the costumers. I have been calling for 2 months and created a case file. And customer service is dismissing the case and not doing a proper investigation!
Juan
- **** * ************* ******* ***** ************* ******* ***** ************** ******* *** **** * **************
Business Response
Date: 12/18/2024
Dear Ms. ****:

I appreciate the time you took to contact Aeromexico's Legal Department through the BBB to let us know about the issues you experienced with the cash refund of your vouchers by our call center.

In this regard, please allow me to provide your clarification number: SF ********; also I inform you that I have verified your incident and found that you insisted that the agents obtain a cash refund for the vouchers they issued you under your authorization for flight services, so you requested to speak with the supervisor you mentioned, since supervisors have a specific position, which is precisely the supervision of the personnel in charge, while it is the job of the executives to have direct contact with the clients. You mentioned that in said call you were guaranteed a cash refund, however the supervisor mentioned that your vouchers were already issued for use in services and that it was not possible to modify them. However, due to your insistence, the supervisor mentioned to you that they did not have the way to do this procedure and that it would then depend on the complaints department whether they could carry out this process or not, however no guarantee or mention was found in your favor, but only that you should verify your request with the customer service department. Having said that, I reiterate that your request is not applicable. It is worth mentioning that in our terms, conditions and transportation contract the processes applicable to the tickets and vouchers in question are mentioned. These were accepted at the time of purchase so this response and resolution is final.

On the other hand, the flight was operated and purchased outside the US, so this incident is outside the jurisdiction of the BBB.

Without further ado, I wish you a great afternoon.

Cordially,

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

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