Business Profile

Airlines

Aeromexico

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Airlines.

Complaints

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

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/09/2024
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.
Dear Better Business Bureau,I am writing to formally file a complaint against Aeromexico regarding a double charge for a flight ticket and their failure to issue a promised refund of $2,580 Mexican Pesos.Summary of the Issue:Business Name: Aeromexico Incident Location: Mexico City Incident Date: November 8, 2024 Description: I purchased a flight ticket from Aeromexico, and my credit card was charged twice for the same ticket. I contacted Aeromexico, and they acknowledged the error, assuring me that I would receive a refund within a specified time frame. However, despite their acknowledgment and repeated follow-ups, no refund has been issued.Steps Taken to Resolve the Issue:I have reached out to Aeromexicos customer service multiple times to address this matter. Despite their assurances, there has been no resolution. Their lack of communication and action is extremely concerning, especially given that this occurred while I was in Mexico City.Resolution Sought:I am seeking the immediate refund of the overcharged amount and an explanation for the delay. As Aeromexico is a large airline, I expected more professionalism and accountability in addressing such issues.I hope the BBB can assist in resolving this matter promptly.Thank you for your time and assistance. Please let me know if any additional information is needed.Sincerely,Enguelbert **** ************
Business Response
Date: 12/10/2024
Dear Mr. ****************** appreciate the time you spent contacting the Aeromexico *********************** to let us know about the inconveniences you experienced with the double charge for your reservation from Mexico to *********** on November 10, 2024.

In this regard, please allow me to provide your clarification number: SF ********; we also understand the urgency you had to be served and the inconvenience this incident caused to your economy, however all our passengers have the same importance to us, so all communications are attended to in the order in which they are received. On the other hand, the banking institution issued 2 banking approvals for the same purchase and that is why a double charge appeared, however this error is unrelated to the airline so we depended on the response from the technical support of your banking institution to companies to be able to provide you with a response, so the delay is not attributable to Aeromexico. It is also necessary to mention that for any incident we have a specific department that provides responses or resolutions to incidents, so the reservations department was not authorized, nor was it suitable to provide you with a response or resolution in this regard as you insisted and requested in multiple communications. I can see that the additional charge is released, so any additional follow-up must be verified with your banking institution.

I remain at your service for future clarifications and I wish you an excellent day.

Cordially,

****** **** ****************************** a ************************* representative
Initial Complaint
Date:12/06/2024
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.
On 11/24
I purchased 4 tickets from the US to Mexico. With in the allowable policy of 24 hours, about 2 hours to be exact I called to cancel the tickets due to a sechedule change. I paid $676.95 USD for each ticket for a total of $2707.80. They only refunded me $2443, they kept $264.80 for no reason at all! NO Services rendedred or given, the flights where cancelled with in a few hours! That is a complete rip off, no where on there site does it state they keep anything, if it does it is buried in all of there small print somewhere, I could not find it.
I cancelled ALASKA airlines in the same manner, with in the allowable 24 hours on the same day and ALASKA airlines refunded all my fees, 100% to include bagage and seat fees.
Business Response
Date: 12/10/2024
Dear Mr. ** ** ****:

I appreciate the time you took to contact us at the Aeromexico Customer Service Center through the Best Business Bureau to share the inconveniences you experienced with the 24-hour refund guarantee process for your reservation from Los Angeles to Manzanillo on December 21, 2024.

In this regard, please allow me to provide your clarification number: SF ********. Also I inform you (and as you mentioned in your complaint to the BBB) that our airline has its own processes, terms and conditions, which are accepted at the time of purchase, so we cannot adopt those of another company. The 24-hour refund guarantee establishes that only the flight tickets and the airfare are applicable for said refund, but does not include additional services such as seat selections and baggage charges that you purchased, so these will remain open for 1 year from the date of issue to be used by the same passenger on the same route and airline. It is necessary to mention that it is the responsibility of the passengers to verify the terms, conditions and transport contract that they accept at the time of purchase. Having said that, I regret to reiterate that an additional refund is not applicable.

I remain at your service for future clarifications and I wish you an excellent day.

Cordially,

Carlos ***** *******
Ejecutivo de Atención a Clientes
Customer Care representative
Customer Answer
Date: 12/11/2024
Better Business Bureau:

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

Regards,

Business Response
Date: 12/17/2024

Dear Mr. ** ** ****:

I regret that the resolution provided does not definitely suit your needs, however your request has no legal basis so a different response cannot be provided.

Please review the terms, conditions and transportation contract accepted at the time of purchase.

Through the following link:

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

Cordially,
Carlos ***** *******
Ejecutivo de Atención a Clientes
Customer Care representative
Initial Complaint
Date:11/28/2024
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 bought plane tickets for my family members in order to travel on october 13 from *** (*************)TO MEX(Mexico city)unfortunatelly my son got hospitalized on october 10 for about 14 days inpatient and after he got dischaged inpatient i have been going twice a week for outpatient treatments until this passed monday,we will have another visit on december 4.Aeromexico they said they would void any charges,and yesterday i called and the lady told me tickets are 2000 usd per person,which means i would have to pay ****** dollars to change the tickets for december 11 when i really paid only ******* dollars for all plus luggages ****** dollars.this is unrespectfully to try to take such advantage for hospitalization.
Business Response
Date: 12/03/2024
December 03, 2024

BBB Complaint #******** | 04904202

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 0489-9896.

According to the aforementioned, we would like to remind you that the tickets were purchased through a travel agency at a basic fare (V), which is non-refundable and does not allow changes of name, flight, date, time or destination at any time.

We remind you that after evaluating your case, you were informed that due to the type of fare which is the must restrictive, the option that was authorized on a one-time exception basis, was to make a date change on tickets 1397101467673-1397101467674-1397101467675-1397101467676-1397101467677-1397101467678-1397101467679-1392150990289-1392150991425, where Aeromxico will waive the date change charge Nevertheless, please be reminded that if there is a difference betwwen fares, this must be paid by the passengers along with the ticket issuance fee.

It is important to mention once more that the change must be completed no later than December 10, 2024, this must be requested through our Reservations Area at our Call Center at ************, providing your ticket numbers.

It is important to remind you that the date of travel must be confirmed before October 2, 2025. If the change is not made within the aforementioned period, the tickets will lose its full validity.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Initial Complaint
Date:11/20/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a flight reservation on November 19th 2024 with Aeromexico. The first flight to Mexico City was delayed by a few hours. The new time for the delayed flight was 2:45. So I went into a lounge area to do some work on my computer while waiting. When I arrived back at the terminal at 2, the agent told me boarding had already closed. However, the plane had not left yet and there was a long line of people standing in line waiting to board the plane. I asked the agent to let me on the plane, but they refused. I then asked them to reschedule me on another flight which they did. However, there was no connecting flight to my last destination until the next day. I asked the agent if they would be providing me with a hotel for that night. They said they would not and told me to stop complaining or that they would cancel my newly rebooked ticket. I told them that I did not appreciate being spoken with that way and that they should have just let me on my original flight. The supervisor I was speaking with, told another agent to go ahead and cancel my newly rebooked ticket while I was standing there at the gate by the computer.

I then go all the way back down to the ticketing desk where I first got my ticket. I explained to them the situation and they would not assist me and told me I needed to call customer support. I asked to speak to a supervisor and they refused. They then called the national guard there and 3 armed guards came to the area. They observed me for 30 minutes while I was on the phone with customer support. They then left as they told me I was not doing anything wrong. While on the phone with customer support, they rebooked me another ticket for the next day.

When I went to the airport on the 20th, the agent cancelled my ticket while I was standing there. I then called customer service they said I was banned for life. These are the employees who are responsible for this:

Perla **** ***** - Supervisor
Fatima ******* - #******
David ****** - Ticketing Agent
Business Response
Date: 11/25/2024
November 25, 2024

BBB Complaint #******** | 04881188

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: 0488-****, 0488-****, 0488-****, 0488-****, 0489-****, and 0488-****.

According to the aforementioned, we would like to remind you that he regulation was implemented correctly, since after a thorough review of flight AM337, according to our records, the aforementioned flight was closed and addressed in accordance with current procedures. Unfortunately when you presented yourself to the counters the flight had already been closed; it is important to mention that all airlines depend on multiple instances to be able to operate a flight in a timely fashion. If not adhered to, the airline is no longer responsible for any complications which may result.

We would also like to remind you that as an exception and in support of our passenger, our staff assisted you in protecting your itinerary at the airport. However, you presented a disruptive behavior and we regret to inform you that the safety and well-being of our staff and passengers is always a priority. Therefore, it was not possible to support you with the reactivation of your itinerary.

In addition, we identified that the ticket was purchased at a basic fare (V), which is non-refundable and does not allow changes of name, flight, date, time or destination at any time.

Cordially,

Rebeca R.

Ejecutivo de Atención a Clientes
Customer Care representative
Customer Answer
Date: 11/26/2024
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 guys have completely missed the point that I was issued 3 separate tickets and denied service. One for the original flight, one because of the missed flight, and then another one for the next day. The airline also called the National Guard on me at the airport. If I was so disruptive like they claim, then why did the airline issue me 2 new tickets? Also why did the National Guard not escort me out of the airport? They told me that I was not being disruptive at all and they left after speaking with me. This contradicts everything the airline is claiming. The National Guard filed a report that an Aeromexico employee signed off on. Did you find that in your investigation?

If an airline is going to not honor 3 valid separate tickets and deny my service, then a full refund needs to be issued immediately. It shouldn't be that hard to understand.

Regards,

Business Response
Date: 11/29/2024
November 29, 2024

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

Dear Mr. ******,

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

Please be reminded that your case is currently being analyzed and reviewed by our team.

In case you require further information or assistante, we kindly ask you to contact the email address mentioned earlier.

You can reach them at: [email protected]

Aeroméxico appreciates your kind understanding.

Cordially,

Rebeca R.

Ejecutivo de Atención a Clientes
Customer Care representative
Customer Answer
Date: 12/11/2024
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.

The company did nothing to resolve my issue. I will be keeping this complaint.

Regards,

Business Response
Date: 12/13/2024
December 13, 2024

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

Dear Mr. ******,

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

We regret that the response that you received was not what you expected. However, we regret to reiterate you that your case is currently being analyzed and reviewed by our team.

In case you require further information or assistante, we kindly ask you once more to contact the email address mentioned earlier.

You can reach them at: [email protected]

Aeroméxico appreciates your kind understanding.

Cordially,

Rebeca R.

Ejecutivo de Atención a Clientes
Customer Care representative
Customer Answer
Date: 12/20/2024
So this is what this company does. They send a very generic email stating they are looking into the matter and tell you to contact [email protected]
The fact is this company is doing absolutely nothing. I've sent them 3 or 4 emails and they refuse to answer any questions. This company refused me service 3 different times with 3 separate tickets. And on top of that, they refused to issue me a refund. And so all they are going to do is keep replying with the same generic response as they've been doing to keep this thread open. This is probably the lowest quality airline I have ever dealt with in my life.

Business Response
Date: 12/25/2024
December 25, 2024

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

Dear Mr. ******,

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

We realize your disappointment because, you did not receive the response that you felt was appropriate. However, we regret to reiterate you that your case is currently being analyzed and reviewed by our team.

In case you require further information or assistante, we kindly ask you once more to contact the email address mentioned earlier.

You can reach them at: [email protected]

Cordially,

Rebeca R.

Ejecutivo de Atención a Clientes
Customer Care representative
Customer Answer
Date: 12/31/2024
This company is sending the same generic message over and over. This is what they do. They aren't going to resolve the issue.

End the case and leave my negative review.

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

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

Dear Mr. ******,

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

We regret that we are unable to support you in the way you desire through this means. However, we reiterate you that your case is currently being analyzed and reviewed by our team.

In case you require further information or assistante, we kindly ask you once more to contact the email address mentioned previously.

we share with you once again the corresponding e-mail:

[email protected]

Cordially,

Rebeca R.

Ejecutivo de Atención a Clientes
Customer Care representative
Business Response
Date: 02/04/2025
Dear Mr. ******:

The route of your flight operated outside of US airspace, so this incident is outside the jurisdiction of the BBB. It is necessary to reiterate that, due to the nature of the incident with the airport and security staff, the final response or resolution must be verified by our legal department only through the mail [email protected] as it was previously notified, so we ask you to contact them and verify your traveler status.

Cordially,

Carlos ***** *******
Ejecutivo de Atención a Clientes
Customer Care representative
Customer Answer
Date: 02/11/2025
REJECT

KEEP COMPLAINT

Business Response
Date: 02/12/2025
February 12, 2025

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

Dear Mr. ******,

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

We regret that we are unable to support you in the way you desire through this means. However, we reiterate you that your case is currently being analyzed and reviewed by our team.

In case you require further information or assistante, we kindly ask you once more to contact the email address mentioned previously.

we share with you once again the corresponding e-mail:

[email protected]

Cordially,

Aeroméxico Legal Team
Customer Answer
Date: 02/13/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

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

Initial Complaint

Date:11/11/2024

Type:Product Issues

Status:

Answered

Resolved:: The complainant verified the issue was resolved to their satisfaction.
Unresolved:: The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:: The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:: The business failed to respond to the dispute.
Unpursuable:: BBB is unable to locate the business.

I had mistakenly purchased 8 tickets for 4 people for one flight from Mexico City to TJ. When I called AeroMexico, I was told that they would cancel 4 of the tickets and would refund the amount to my card. After my flight, I called AeroMexico to inquire about my refund and I was told a different story. I was told I was never promised a refund and the most they would be willing to do is refund the tax of the transaction. In the end, I paid for 8 seats but was only issue 4. We never got what we paid for and AeroMexico is pretending like we never had our initial conversation. During my first call on 10/30, I was told I would receive a call back from a supervisor in 1-3 hours and that never happened. I called back a couple days later and I was told that someone would call me back in 3-5 business days and that never happened. I called a week later and was told the same thing and never received a call back. At this point, I have been lied to consistently by AeroMexico and I have not seen a penny returned to my account. Even for the tax refund, they told me I would have to process it myself through their website. The customer service has been ridiculously terrible.

Business Response

Date: 11/14/2024

November 14, 2024

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

Dear Mr. ****,

Thank you for contacting us through the Better Business Bureau.

We would like to inform you that the regulation was implemented correctly, since after a thorough review of the flight AM175, according to our records, the aforementioned flight was closed and addressed in accordance with current procedures. Unfortunately when you presented yourself to the counter the flight had already been closed; it is important to mention that all airlines depend on multiple instances to be able to operate a flight in a timely fashion. If not adhered to, the airline is no longer responsible for any complications which may result.

You can review more information at the following link:

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

In addition, we identified that the tickets ************** ************** ************** *** ************* from the reservation EMAIPN were purchased at a basic fare (V), which is non-refundable and does not allow changes of name, flight, date, time or destination at any time. In addition, please note that if passengers purchase a roundtrip ticket, it is mandatory to use all segments. If the ticket has several sections, all must be used. In the event that any segment is not used, reservations for subsequent segments will be cancelled.

However, we inform you that as it was previously communicated to you on multiple occasions by phone, the refund of the TUA tax of the tickets ************** ************** ************* *** ************* has already been applied to the credit card with ending 0712.

On the other hand, we inform you that the tickets ************** ************** ************* *** ************* of the reservation OXDWNJ were acquired for different flights than the original ones due to the loss of the flights of the reservation EMAIPN, and they were used successfully in a timely manner.

Therefore, it is not possible to proceed with your request.

Cordially,

Rebeca R.

Ejecutivo de Atención a Clientes
Customer Care representative

Customer Answer

Date: 11/15/2024

Better Business Bureau:

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

I have not idea why Aeromexico is referencing flight AM175; this is regarding flight AM 0179. Yes, we missed our initial flight on AM175 and I'm not requesting a refund for that flight; however, for flight AM 0179, our party had 8 tickets booked for that flight and in the end, Aeromexico only provided 4 tickets. We are requesting a refund for those 4 tickets. AeroMexico has refused to honor their commitment, and I have been consistently misled and ignored. Given the circumstances, I am requesting that you initiate a chargeback for the amount of $1086.92 under the protections provided by the Fair Credit Billing Act (FCBA). AeroMexico’s handling of this case constitutes a breach of contract and deceptive business practices, as I did not receive the services I was charged for.

Regards,

Business Response

Date: 11/19/2024

November 14, 2024

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

Dear Mr. ****,

Thank you for contacting us through the Better Business Bureau.

We would like to inform you that the regulation was implemented correctly, since after a thorough review of the flight AM175, according to our records, the aforementioned flight was closed and addressed in accordance with current procedures. Unfortunately when you presented yourself to the counterthe flight had already been closed; it is important to mention that all airlines depend on multiple instances to be able to operate a flight in a timely fashion. If not adhered to, the airline is no longer responsible for any complications which may result.

You can review more information at the following link:

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

In addition, we identified that the tickets *************, *************, *************, and ************* from the reservation EMAIPN werepurchased at a basic fare (V), which is non-refundable and does not allow changes of name, flight, date, time or destination at any time. In addition, please note that if passengers purchase a roundtrip ticket, it is mandatory to use all segments. If the ticket has several sections, all must be used. In the event that any segment is not used, reservations for subsequent segments will be cancelled.

However, we inform you that as it was previously communicated to you on multiple occasions by phone, the refund of the TUA tax of the tickets *************, *************, ************* and ************* has already been applied to the credit card with ending 0712.

On the other hand, we inform you that the tickets *************, *************, ************* and ************* of the reservation OXDWNJ were acquired for different flights than the original ones due to the loss of the flights of the reservationEMAIPN, and they were used successfully in a timely manner.

Therefore, it is not possible to proceed with your request.

Cordially,

Rebeca R.

Ejecutivo de Atención a Clientes

Customer Care representative

Customer Answer

Date: 11/19/2024

Better Business Bureau:

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

I seriously have no idea why AeroMexico keeps referencing flight
AM175. This complaint has nothing to do with flight
AM175 and it shows just how confused AeroMexico is. This is regarding flight AM0184 and AeroMexico has not mentioned or addressed that at all in their response.

Tickets *************,
*************, ************* and ************* were purchased on reservation OXDWNJ

Lucinda **** (*************)
Rosa Elva **** (*************)
Henry Sanchez **** (*************)
Gabriel **** (*************)

Tickets *************, *************, ************* and ************* were purchased on reservation EMAIPN

Lucinda **** (*************)
Rosa Elva **** (*************)
Henry Sanchez **** (*************)
Gabriel **** (*************)

Again, this is for flight AM0184. All these tickets were purchased for a flight from Mexico City to Tijuana departing at 3:40pm. In the end, AeroMexico only honored our purchase of tickets *************, *************, ************* and *************. We were charged for tickets *************, *************, ************* and ************* but we did not receive seats for that purchase. In the end, we were charged for 8 seats, but we were only given 4.

Regards,

Business Response

Date: 11/22/2024

November 22, 2024

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

Dear Mr. ****,

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

We would like to remind you that the tickets *************, *************, *************, and ************* from the reservation EMAIPN were purchased at a basic fare (V), which is non-refundable and does not allow changes of name, flight, date, time or destination at any time. In addition, please be reminded that if passengers purchase a roundtrip ticket, it is mandatory to use all segments. If the ticket has several sections, all must be used. In the event that any segment is not used, reservations for subsequent segments will be cancelled.

Based on the above, the flight segment AM184 of tickets *************, *************, *************, and ************* from the reservation EMAIPN was cancelled.

However, we remind you that as it was previously communicated to you on multiple occasions by phone, the refund of the TUA tax of the flight segments AM175 and AM184 of the tickets *************, *************, ************* and ************* has already been applied to the credit card with ending 0712.

On the other hand, we inform you once more that the tickets *************, *************, ************* and ************* of the reservation OXDWNJ were used successfully in a timely manner.

Therefore, we reiterate 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: 12/02/2024

Better Business Bureau:

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

We were told that we would be refunded for tickets
*************, *************, *************, and ************* from the
reservation EMAIPN even though we purchased at a basic fare because we called immediately after they were purchased. The agent at
the time promised a refund since the purchased was made minutes before the call. Later, AeroMexico acted as though they never promised that, even though they admit that a refund was discussed.
Furthermore, if you listen to the recording of the call, I asked for a specific
dollar amount of the refund to confirm and the agent refused to give me a
dollar amount even though I asked. Instead, he told me that someone would contact me within 48 hours
to discuss the matter further and that never happened nor have they offered any
type of credit for the miscommunication. Had the representative at the time had done their job and told be a actual dollar amount, then the call would have been escalated further. That is why we feel completely mislead by AeroMexico and their agents.

I’ve been given the round around by Aeromexico
from the very beginning. I was told multiple times by supervisors that I would
receive a telephone call with a supervisor to discuss the recording. I was
promised that on three separate occasions and that has yet to happen. The fact
of the matter is we should have received eight seats on flight AM0184 because that is
what AeroMexico charged us for but they decided to keep our money instead and offer extremely poor customer service. We will fight this charge with our credit card
company since we were charged for 8 seats but only received 4. This is services un-rendered and services we never received even though we were charged for them.

Business Response

Date: 12/05/2024

December 05, 2024

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

Dear Mr. ****,

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 the tickets *************, *************, *************, and ************* from the reservation EMAIPN were purchased at a basic fare (V), which is non-refundable and does not allow changes of name, flight, date, time or destination at any time. In addition, please be reminded that if passengers purchase a roundtrip ticket, it is mandatory to use all segments. If the ticket has several sections, all must be used. In the event that any segment is not used, reservations for subsequent segments will be cancelled.

Based on the above, the flight segment AM184 of tickets *************, *************, *************, and ************* from the reservation EMAIPN was cancelled.

Nevertheless, we remind you that as it was previously communicated to you on multiple occasions by phone, the refund of the TUA tax of the flight segments AM175 and AM184 of the tickets *************, *************, ************* and ************* has already been applied to the credit card with ending 0712.

On the other hand, we remind you once more that the tickets *************, *************, ************* and ************* of the reservation OXDWNJ were used successfully in a timely manner.

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

Cordially,

Rebeca R.

Ejecutivo de Atención a Clientes
Customer Care representative

Customer Answer

Date: 12/09/2024

Better Business Bureau:

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

According
to AeroMexico's Terms and Conditions: If you miss your flight (No show)
without notifying us, your ticket will be canceled, and additional fees
and taxes will apply. For any subsequent flight segments after an unused
segment, please contact our Call Center within 24 hours after the first flight
to use the remaining segments.

AeroMexico is telling us that if passengers purchase a roundtrip ticket, it is mandatory to use all segments; however, this is no present in their terms and conditions when buying your ticket. According to AeroMexico, if the ticket has several sections, all must be used; however, that policy is also not present in the terms and conditions on their own website.If anything, the terms and conditions suggest that passengers can still use their remaining segments as long as they call AeroMexico which was done and they have that document.

I would like for AeroMexico to show us exactly where this policy is located in their legal terms and conditions because it is not on their website nor is it present when passengers are buying their tickets.

Business Response

Date: 12/11/2024

Dear Mr. ****:

Actually, inside our legal section at the link **************************************************, in point number 3 (3.About the ticket) it is mentioned the next data:
------------------------------------------------------------------------------------------------

3. ABOUT THE TICKET
The name of the Carrier may be abbreviated in the Ticket, as long as the full name and the abbreviation are stated in the fares, in the Transportation conditions or in the applicable regulations or Carrier’s itineraries. The address of the Carrier shall be the departure airport appearing in the Ticket in front of the first abbreviation of the Carrier’s name. Stops agreed are the places indicated in the Ticket and in the reservation confirmation of each Contracting Party or those set forth in the Carrier’s schedules as stops provided in the Passenger’s itinerary. The Ticket and the reservation confirmation shall also contain the date, connections if there are any and the equipment to be operated amongst other data.

Transportation services provided under this agreement by several companies, in a successive manner, shall be considered as a sole operation. When the carrier company issues a Ticket for Transportation in the routes of the other Carrier, it shall be considered that the first carrier acts only as an agent of the second carrier.

In this regard, the Carrier to which said ticket is issued shall be liable for the trip in the terms and under the conditions described in this agreement, notwithstanding the liability of the airline acting as an agent regarding the passenger.

Tickets to travel in the Mexican Republic, international destinations from or to Mexico, are valid for one year (365 natural days) from their issue date; all the trips must be completed within this period. If changes are made in dates, times, routes, or flight numbers before or after the trip starts, a new ticket must be issued with the changes made.

Notwithstanding the above, the trips with a modified ticket must be completed within the period outlined in this paragraph from the date of the original ticket issue. The fare for Transportation subject matter of this agreement may be modified at any time and without prior notice. The Carrier may refuse to provide the service if the corresponding fare has not been paid.

The Tickets acquired through www.aeromexico.com shall be valid, subject to final collection of the amount supporting the purchase of this Ticket, in the terms and conditions described herein; it is up to the Contracting Party to print the transaction receipt to present it at the Airport, where said party will be provided with its boarding pass.

The reservation number and/or purchase issued through www.aeromexico.com shall be sufficient for the boarding pass to be delivered to the Passenger at the different counters of the Carrier located at the departure Airport of the corresponding flight.

In case it is applicable in accordance with the flight and itinerary, the receipt issued for the purchase or reservation of services offered by aeromexico.com may be printed through Web Check-In only one time and shall have all legal effects of any receipt for tax purposes. The Web Check-In Terms and Conditions are available at *****************************************

For domestic flights (where the origin and destination are in Mexican territory), passengers may use subsequent segments of their itinerary, despite not having used any of the previous segments. To do so, passengers must call the Carrier's Call Center on telephone number (55) 5133 4000 within 24 hours after the scheduled time of the segment that has not been used.

In this case, the segment not used will be considered extinct and will not be restituted or reimbursed under any circumstance. Aeroméxico and Aeroméxico Connect reserve the right to collect administrative charges for handling of different Airport Tariffs, as well as said differences.

For international flights (where the origin or destination is outside Mexican territory), if passengers purchase a round-trip ticket, it is mandatory to use all segments. If the Ticket has several segments, all of them must be used. In the event that any segment is not used, reservations of the subsequent segments will be canceled.

If a passenger wants to use the remaining unused segments, they must contact Carrier´s Call Center , pay the appropriate No show fee, change fee and any fare difference (price between the original airfare and the new airfares of the corresponding flights) if applicable to purchased fare. The unused segments will be considered in the calculation of the new fare. The value of the segments not used will be taken into account to calculate the adjustment of the new rate.

------------------------------------------------------------------------------------------------

That said, I reiterate that this incidence is external to what is attributable to the airline so your request is baseless.

Cordially,

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

Customer Answer

Date: 12/13/2024

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.

The policy that AeroMexico is referring to is regarding International flights and that is not applicable to my case. Yes, according to their policy: In this case, the segment not used will be considered extinct and will not be restituted or reimbursed under any circumstance. Aeroméxico and Aeroméxico Connect reserve the right to collect administrative charges for handling of different Airport Tariffs, as well as said differences. (However, this is specific to International flights, so I don't understand why AeroMexico is referring me to this portion of their policy)

We did not have an international flight since our flight was from Tijuana to Mexico City, so that (according to AeroMexico policy) is considered a domestic flight. Furthermore, according to the policy that AeroMexico just sent over:

For domestic flights (where the origin and destination are in Mexican territory), passengers may use subsequent segments of their itinerary, despite not having used any of the previous segments. To do so, passengers must call the Carrier's Call Center on telephone number (55) 5133 4000 within 24 hours after the scheduled time of the segment that has not been used.

We definitely called AeroMexico within the 24 hours time frame as requested in their policy and that has been confirmed and documented by AeroMexico. So, according to AeroMexico's policy, they are in the wrong, especially since they seem confused about this being an international flight when it was in fact a domestic flight. According to their own policy, "passengers may use subsequent segments of their itinerary, despite not having used any of the previous segments" so AeroMexico should have honored this policy from the start.

Regards,

Business Response

Date: 12/18/2024

Dear Mr. ****:

As you previously mentioned, the current itinerary operated outside the the US airspace, so this incidence is external to the control or jurisdiction of the BBB, so you must contact a mexican authority for further legal procedures. However, no communications from you were not found on our records regarding a reactivation of the subsequent flight segments at our callcenter on time, so no further process is applicable in this regard.

Please verify our terms, conditions and contract of carriage at the next web link:

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

Kind regards,

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

Customer Answer

Date: 12/20/2024

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.

How can you claim that I never called within the required
timeframe? On November 14, 2024, through the BBB, AeroMexico acknowledged
that a phone had taken place between myself and the airline. Not only that, but
you acknowledge that the phone was listened to by AeroMexico. On October 19th,
I was given case number 04793965. How can I have received a case number on
October 19th without calling in? That doesn't make sense. At this point, you
are contradicting yourself based on this statement and previous statements made
by AeroMexico in this complaint. I have proof that I called within the 24 hour
timeframe and when I’ve called AeroMexico, their representatives and
supervisors acknowledged the phone call as well yet Carlos ***** ******* is now
claiming otherwise.

Regards,

Business Response

Date: 12/24/2024

December 24, 2024

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

Dear Mr. ****,

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 the tickets *************, *************, *************, and ************* from the reservation EMAIPN were purchased at a basic fare (V), which is non-refundable and does not allow changes of name, flight, date, time or destination at any time.

In addition, please be reminded that you contacted us requesting a refund, you were informed that according your basic fare (V), and since you lost your initial flight segment, the requested refund was not applicable, only the TUA tax reimbursement was applicable, which you accepted upon the purchase of your new tickets.

Therefore, we reiterate that you did not request the reactivation of the subsequent segment, and we proceeded with the TUA tax reimbursement which was applicable, and you accepted.

Based on the above, we remind you that as it was previously communicated to you on multiple occasions by phone, the refund of the TUA tax of the flight segments AM175 and AM184 of the tickets *************, *************, ************* and ************* has already been applied to the credit card with ending 0712.

On the other hand, we remind you once more that the tickets *************, *************, ************* and ************* of the reservation OXDWNJ were used successfully in a timely manner.

Therefore, we regret to reiterate you that it is not possible to proceed with your request, it is not possible to proceed with any additional compensation or reimbursement, and there are no additional procedures 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. 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,

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.

I would like to keep my complaint up on the Better Business Bureau
website as a warning to other potential customers of AeroMexico. The general
public need to be made aware of AeroMexico extremely poor customer service and
of their dishonest business practices. From the very beginning, we have been
lied to and completely mislead by AeroMexico customer service representatives
and after we have been promised one thing by an agent, at a later date, AeroMexico
will pretend that our conversations never took place. What’s more, they are
completely contradicting themselves during these recent conversations here on the
BBB website, which only proves how deceptive they have been during the entire process. Previously, they said we never called and now they finally acknowledged that we called in within the specified 24 hour period, but somehow they claim I
didn’t call about using my subsequent flights. Why else would I call then? That argument
just doesn’t make sense at all. Furthermore, as AeroMexico admitted, the initial representative was under the
false impression that our subsequent flights needed to be cancelled due to
missing our initial flight; however, AeroMexico’s own policy states: For
domestic flights (where the origin and destination are in Mexican territory),
passengers may use subsequent segments of their itinerary, despite not having
used any of the previous segments. To do so, passengers must call the Carrier's
Call Center on telephone number (55) 5133 4000 within 24 hours after the
scheduled time of the segment that has not been used. According to
AeroMexico terms and conditions, we did everything we did that was legally
required by us; however, the representative on the phone and AeroMexico decided
to take a deceptive route by charging us double for the same exact flight.
According to their own legal terms and conditions, they are in the wrong and
need to make things right with the customer; even if it’s in the form of a credit.
If that is not done or if AeroMexico refuses to offer any alternative routes, I
will in no way consider removing this complaint and it will remain until AeroMexico
honors their own legal terms and conditions. Otherwise, other potential
customers will also fall victim to this obvious scam. Furthermore, I have read
other similar complaints from other past AeroMexico customers who have experienced
the same thing. With that in mind, we need to keep the complaint up in case of a
potential class-action lawsuit. Based on other BBB complaints, AeroMexico has
been doing this to other customers for some time and they obviously feel little
sympathy or remorse for their actions.

Regards,

Business Response

Date: 01/08/2025

January 08, 2025

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

Dear Mr. ****,

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

Please be reminded 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 the tickets *************, *************, *************, and ************* from the reservation EMAIPN were purchased at a basic fare (V), which is non-refundable and does not allow changes of name, flight, date, time or destination at any time.

In addition, please be reminded that you contacted us requesting a refund, you were informed that according your basic fare (V), and since you lost your initial flight segment, the requested refund was not applicable, only the TUA tax reimbursement was applicable, which you accepted upon the purchase of your new tickets.

Therefore, we reiterate that you did not request the reactivation of the subsequent segment, and we proceeded with the TUA tax reimbursement which was applicable, and you accepted.

Based on the above, we remind you that as it was previously communicated to you on multiple occasions by phone, the refund of the TUA tax of the flight segments AM175 and AM184 of the tickets *************, *************, ************* and ************* has already been applied to the credit card with ending 0712.

On the other hand, we remind you once more that the tickets *************, *************, ************* and ************* of the reservation OXDWNJ were used successfully in a timely manner.

Therefore, we regret to reiterate you that it is not possible to proceed with your request, it is not possible to proceed with any additional compensation or reimbursement, and there are no additional procedures 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. 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,

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.

From the beginning, I have experienced nothing but poor customer service from AeroMexico and I have been lied to throughout this whole ordeal, so I have no idea why AeroMexico is patting themselves on the back claiming they provided quality customer service here.

I'm not sure if you understand correctly, but YOU cancel our flight, not US; YOU DID. You tell us there's nothing that can be done, but I find that hard to believe. YES we did request the reactivation of the subsequent flights and besides that fact wouldn't it be the responsibility of the customer representative we spoke to to go over these details with us at the time of the call? Why else would I have called, just to say "hello"? Instead, AeroMexico choose to be deceptive and tried to get us off the call as quickly as possible. When I had asked for more specific information regarding the initial refund, my request was denied during the call. Instead, we were told we would receive a call back from a supervisor within 48 hours of that call and of course that never happened. AeroMexico claims the provided quality customer service but I'm having a hard time understanding that if they could never be bothered to call their customers back when they say they say. Again, we were misled and lied to at every turn and AeroMexico has the nerve to call that quality customer service.

You claim that there are no additional procedures applicable to this case, but that's simply not the case. Not only do I disagree with this assessment, but I will also be contacting other customers who have filed similar complaints against on the BBB website, Consumer Affairs, Trustpilot, Google reviews, and Yelp you so we can, as a group, pursue a class action lawsuit route. From the very beginning AeroMexico has distorted the facts and lied customers while the whole time violating their own legal terms of service. They would rather do that than work with the customer to find some type of reasonable resolution. Again, I'm not alone in this; just looking through these other websites, there are tons of other customers with similar stories and they report the same callous treatment from AeroMexico's customer service and they also report getting "scammed". Again, I would like to keep this complaint on file and I will NOT consider accepting your decision until the class action route has taken place. My lawyer as well as legal counsel have advised me to reject this decision and to keep this complaint on file.

Regards,

Initial Complaint
Date:11/01/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have attached the letter I sent to Aeromexico and their response.Thank you ***** ****
Business Response
Date: 11/04/2024
Dear *. ****:

I appreciate the time you took to contact us at the Aeromexico *********************** to share the inconveniences you experienced when using your flight from ******* to ******** on April 6, 2024 with your pet.

In this regard, allow me to provide your clarification number: SF ********. Also I inform you that the reservation operated on flights outside the US airspace, so it is outside the jurisdiction of the BBB. It was even purchased in an external market using Canadian currency. On the other hand, it is necessary to mention that the flight reservation was purchased at a rate that does not allow refunds while it is the responsibility of the passengers to verify the information pertinent to the transportation of pets prior to purchasing their flight at our terms and conditions section to avoid the reject of being boarded with your pet.

After a thorough investigation, I have verified that you decided to claim the charge at your banking institution as an unrecognized charge, so any additional process must be verified at your banking institution.

Without further ado, I wish you a great day.

Cordially,

****** **** ****************************** a ************************* representative
Customer Answer
Date: 11/06/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
Initial Complaint
Date:09/26/2024
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.
On Thursday, August 29, we were set to fly from *** to MEX on flight AM456 (2 tickets). There were thunderstorms in the area, but the flight was boarded anyway. We spent the next 6+ hours sitting on the plane - no A/C or food - waiting to take off. It was inhumane and exhausting. Once we finally deplaned, it was nearly midnight and we booked the first hotel room we could, at our own expense, because Aeromexico could not tell us when they would be booking rooms for stranded passengers. The staff could also not tell us when we would be taking off, so we spent the next 12 hours calling customer service for an update. The flight was never officially "cancelled," but rather "delayed" to the following day. Different customer service people on the phone told me different departure times and no one could send me written confirmation of the new plan. We showed up to the airport the next morning and yet again were met with confusion - the flight was not on the boards or on the schedule online, and while we were issued a new boarding pass, it still had the information for the previous day on it. We were told the flight would take off at 10:30am and yet again it was delayed with no clear communication from the staff and no reason given. We finally took off around 2pm, nearly 24 hours after originally scheduled. We understand that Aeromexico could not control the weather, but they can control the way that the situation was handled and how passengers were treated. Not only did we spend over 6 hours sitting, hungry, on a hot plane, we also paid out of pocket for a hotel room and lost the cost of the hotel room that night at our destination. The communication was abysmal and I have never had such a poor customer service experience with an airline in my ********** costs: $668 to the airline, $170 for hotel at ***, $165 for hotel night lost in ***
Business Response
Date: 10/01/2024
Dear Ms. ********************** appreciate the time you took to contact us at the Aeromexico *********************** to let us know about the inconveniences you experienced with the disruption to your flight from ********** to Mexico on August 29, 2024.

In this regard, please allow me to provide you with your clarification number: SF ********; I also inform you that the information provided may lack exact flight information such as dates, passenger names, flight route or some other data. Without this exact information, we have not been able to verify the details of your request since it is necessary to provide your reservation code and ticket numbers, while there is no record of a previous contact on your part to our department.

However, I can see that flight AM 456 was delayed due to weather conditions, being on the runway for only 40 minutes but not taking off until the next day, a situation that is not on the list of incidents attributable to the airline, so a refund or compensation is inappropriate. Given these incidents, only protection is applicable to the nearest flight to resume the trip in question.

Without further ado, I take this opportunity to greet you and wish you a great afternoon.

Cordially,

****** **** ****************************** a ************************* representative
Customer Answer
Date: 10/02/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.
The business responded with incorrect information, stating that the flight was "delayed" and only sat on the runway for 40 minutes. This is patently false. We have text messages that show the timeline - we boarded at around 5pm and didn't deplane until around 11pm. We checked into a hotel near the airport at 11:40pm. The airline manipulated the situation and did not officially cancel the flight, but rather called it "delayed" and told passengers to come back to the airport tomorrow. The rescheduled flight was never on the board, nor were the details of the schedule ever officially shared with passengers. If I had not been calling customer service incessantly, I would not have known when the plan was taking off. That the airline is reporting the situation so incorrectly is truly shocking. This represents gross negligence by the airline and I expect this complaint to be revisited immediately. We should not only be refunded for the flight (I am happy to provide passenger information and confirmation/ticket numbers, if requested), but also for the hotel in ** and the missed night in the hotel at our destination.

Regards,

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

Business Response
Date: 10/02/2024
Dear Ms. ************************ can provide your ticket information to be verified and assigned to the current case. However, I must reiterate that the cause of the current flight disruption was due to weather conditions, so I must advance that a compensation process is possible to apply, nor the payment of the hotel night that you mention. It is necessary to inform you that all our flights are subject to change, even without prior notice, so Aeromexico does not take responsibility for contracts with third parties. I reiterate that the delay on the runway was 40 minutes, although the final delay with the aircraft landing allowed takeoff until the next day. Support will be provided to the BBB.

Without further ado, I wish you an excellent day.

Cordially,

****** **** ****************************** a ************************* representative
Initial Complaint
Date:09/23/2024
Type:Product Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To whom it may concern,My name is ***** *****, an RN I *****. My husband and I came to vacation in ******, I sustained a wound on my left foot on 9/22 while snorkeling. Today 9/23/24 our flight with AeroMexico was schedule to leave at 150, unfortunately due to things out of our control we got to the airport at 1, Aeromexico refused to check us in and gave us the run around, we explained the reason why we arrive late was due to the earliest ferry leaving at 9am from ******* to *****. They didnt listened and when I called costumer service I was highly ignored. I begged them to please help me, they didnt care. I was forced to apply for a new credit card to be able to afford my flight back home and to spend the night at the airport. My foot is hurting where my wound is and I dont have any supplies to clean it. This is inhumane as a nurse I know the importance of wound care and I pray I dont get and infection, by now I should have being home and already had seek care for my wound. This ****** is heartless and have no compassion whatsoever. I pray yall take my complaint serious and understand this is not acceptable.
Business Response
Date: 09/24/2024
Dear Ms. ********************** you for contacting us at Aeromexico Customer Support through the ******************** to share the inconveniences you presented to use your reservation from ****** to ******* for September 23, 2024.

In this regard, allow me to provide your file number SF 04717786. Also, allow me to address the following lines:

All airlines depend on multiple factors to operate a flight in a timely manner. That is why we ask our passengers to arrive 180 minutes before an international flight. According to our records, the mentioned flight was addressed in accordance with the procedures. Unfortunately, this had already been delivered to the airport authorities when you showed up at the boarding room. Once a flight is closed, its not possible to open it to board additional passengers, so unfortunately a refund or change without a payment cannot be applied.

It is worth mentioning that you suffered your injury days before the flight date, so this does not justify the late arrival, while there was no prior contact with our customer service department to verify an alternative, with the BBB being the first communication in this case. Since this incident is not attributable to Aeromexico, a refund process is not applicable.

We regret the inconvenience this situation has caused to you. I trust that your understanding allows you to consider that Aeromexico will be honored to assist you in your future travel plans.

Cordially,

****** **** ****************************** a ************************* representative
Customer Answer
Date: 09/24/2024
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.

[Provide details of why you are not satisfied with this resolution.]
My injury was sustained a day before me coming back home. I had to wait to get treatment till today due to the lack of assistance I received from your airline. We bought a whole new set of tickets through ***** operated by Aeromexico. When you tell me people arent allowed to board the flight 50 minutes prior to their flight you are lying to me. Today check in didnt not start till 5. The flight was to depart at 6, they still accepted people till 5:55. We waited for people to board the plane. What made the people from this morning different than me? Not just that, your staff was rude when I refused to check in my carry on since I was on a rush to get to the states to get treated, she treated me horribly and spoke to me in such a way an employee should not talk to a customer. I departed this morning from Cancn to Mexico City at 6am then from Mexico City to *******. I attached a picture of the tickets we were forced to buy due to the lack of assistance from your team. You guys dont stand behind the well being of your costumers. Im sad to know a *************** will treat me the way your company did, if you were a patient at the hospital I work, I will treat you with compassion and respect and go above and beyond to help you. You should be ashamed of yourself. All you care about is money, you see a money sign when you see a client instead of a person shame on you. This doesnt line up with costumer satisfaction ****** ****** advertises as Aeromexico CEO.
Regards,

Business Response
Date: 09/25/2024
Dear Ms. ********************* each incident, there is a protocol to follow as reported on our official page, however, you immediately turned to the BBB, when this corresponds to a legal instance, for which the legal agents must review each incident. It is worth mentioning that, according to the contract, the loss of the flight was caused by your arrival only 25 minutes before the flight, which is not the responsibility of Aeromexico, since this incident is not attributable to us. As the airport staff mentioned and insisted, it is not possible to open the door of an aircraft to board additional passengers once the flight is handed over to the federal authorities for takeoff protocols, so you should verify any subsequent procedure with your flight in our Aeromexico Customer Support, to evaluate any alternative or exception, since the airport staff is not authorized to provide them. However, you ignored it and went to the BBB to share your incident, so we must base our resolutions or final responses on the legal terms, so this incident is defined as not attributable to the airline, so a refund, compensation or exception process is not applicable.

Please check the terms, conditions and transport contract accepted at the time of purchase with us through the following link:

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

Without further ado, I wish you an excellent day.

Cordially,

****** **** ****************************** a ************************* representative
Customer Answer
Date: 06/30/2025
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,

On June 03, 2025, I purchased a one-way travel ticket for ******* Mujica ******* from Cheap Air with Booking confirmation No. ******** which consisted of flight arrangements from Mexico City to *******, ********* for date June 21, 2025. Total cost was $ ****** plus $ 72 for documented baggage. Flight details: Mexico City to MLM departing 8: 00 a.m. Flight number 2026 Aeromexico Arriving MLM 9:05 a.m. June 20, 2025, obtained the board pass online June 21, 2025, arrived at the airport with plenty of time; proceeded to the terminal 2 gate 71 and sat in the waiting area; checked in my luggage June 21, 2025, approached the Aeromexico counter attendant several times and inquired as to the board times; was told that I had to sit down and wait until we were called. June 21, 2025, after no response, walked up again 15 minutes before the departure time, and attendant informed me that my flight had left already. Which means they had to no intention of honoring my airline ticket, I had to walk 5 miles to retrieve my luggage because they never placed it on the aircraft.
Initial Complaint
Date:09/15/2024
Type:Product Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 24, 2024 I had a booking with Aeromexico for a round ticket from ***** , **, returning on July 26, 2024 from Mexico City. When I arrived at *************************** and after waiting a line of ***** minutes long line the *** advised that Aeromexico forgot to submit information regarding my ticket and I had to go to the Aeromexico's counter. When I arrived the ground staff had left and I called Aeromexico 3 times explaining the issue and asking to send my ticket to ***. The staff ignored my request and asked to proceed with ***, I was confirmed by another agent that Aeromexico only submitted information about the return flight and forgot the outbound leg. I called Aeromexico again and the agent was totally unprofessional and stated that was not able to help. As a consequence I missed the flight. I submitted 10 emails showing the missing flight and Aeromexico blamed ****I want a refund of the cost of the ticket as this problem was out of my control and I am not liable of Aeromexico's mistakes. I am a frequent flyer and the way to handle this issue has been disappointing. I want my money back., $500.00
Business Response
Date: 09/18/2024
Dear Ms. Gomez:

On behalf of those of us who collaborate with Grupo Aeromexico, I thank you for your time in contacting us through the BBB to notify us about the incidents that occurred while attempting to board your flight from Miami to Mexico for July 24, 2024. In this regard, allow me to provide your file number SF 04693283.

By the other hand, I inform you that, as the legal representative of Aeromexico during this file, I have verified this entire incident, as well as the emails you have sent on multiple occasions, finding that in the first ones you notified that you could not take your flight, due to very serious health complications, so you requested a refund for your flight either in a voucher for services or by any other possible means. However, the rate purchased was the most restrictive, while the medical certificates you shared did not meet the verification requirements necessary to be able to provide any exception.

On the other hand, I have also verified that in multiple cases, you warned that if you do not have a favorable response, you would sue through the Department of Transportation. Even having a final resolution, you insisted on this warning, even taking screenshots of your progress in the folio issued in this legal instance. However, a different resolution cannot be provided if it does not have a legal basis to support it.

Regarding this incident, I share the following lines with you:

All airlines depend on multiple factors to operate a flight in a timely manner. That is why we ask our passengers to arrive 180 minutes before an international flight at the airport, as you can verify at our legal section in point number 7 at our contract of transportation, same that was accepted at the time of purchase. According to our records, the mentioned flight was addressed in accordance with the procedures. Unfortunately, this had already been delivered to the airport authorities when you showed up at the boarding room. Once a flight is closed, it´s not possible to open it to board additional passengers, so unfortunately a refund or change without a payment cannot be applied.

We have no record, nor have we found any flaws in our processes, since our systems only record the flight assigned to the passengers, as well as their payment and contact information, so it was only a matter of being there 3 hours before the flight, as requested in our terms and conditions, to verify their immigration status. It is necessary to mention that the immigration department can verify the flight information in their systems, so your boarding pass could be enough to verify more information. I also mention that once 3 hours have passed before an international flight, it is not possible to check in because it is considered a late arrival. Attached to this email, I share the terms, conditions, transport contract and regulations cited by the agents in the multiple pages in which you have communicated, since you have mentioned that their responses have no legal basis.

That said, this incident is not attributable to Aeromexico, so even in this BBB file and before any legal authority, I must reiterate that a refund or compensation process is not applicable since this incident is not attributable to Aeromexico.

Without further ado, I wish you a great day.

Cordially,

Carlos Pérez Vázquez
Ejecutivo de Atención a Clientes
Customer Care representative
Customer Answer
Date: 09/19/2024
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.

As explained multiple times, I was not feeling well but decided to travel because I had an urgent personal matter to solve in Mexico City. The main cause of missing the flight was that Aeromexico forgot to include my outbound flight dated July 24, 2024, and TSA was not notified of this flight as you can clearly see on the attached document, ticket number ************* only had the return flight dated July 26, 2024 and that is the reason why *** gave me that fuchsia note. Because I had to wait more than 90 minutes on line, when I went back to the counter the ground staff had left. This response is unprofessional and portraits a poor image of the airline. I travel a great deal, and of course that I am going to share my horrible experience with family, friends and social media of how Aeromexico mistreats passengers, makes mistakes such as not attaching the correct flight itinerary to report to *** and continues with this pathetic back and forth for $500.00.

Business Response
Date: 09/25/2024
Dear Ms. ********* clear="none">

Please note that the pink paper you posted does not mention your reservation code or ticket number anywhere. There is also no notification from the *** or any other migration agency in the reservation history. Likewise, there is no record of a check-in process carried out on time by you. If a passenger arrives at the airport 3 hours before the flight, this time is sufficient to verify any inconvenience related to their immigration status and to be able to board their flight. It is worth mentioning that you initially requested the cancellation and refund of your flight since you notified that you could not take it due to a serious health situation, however, this was rejected due to not being applicable, and an exception to leave your ticket open was not accepted because it did not have the necessary requirements in your documentation to validate it. Having said that, evidence of the relevant history will be provided to the BBB so that they can verify the veracity of the information I share. As I have notified in the previous case to the **** and now to the BBB, your request will not be applicable, so an additional process or exception will not be provided.

Cordially,

****** **** ****************************** a ************************* representative
Customer Answer
Date: 09/28/2024
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.

Firstly, the fuchsia paper was the only note received from ***, and I do not have any immigration irregularity as I am an American Citizen. Secondly, please BBB review the attached document, it clearly shows that the outbound flight dated July 24, 2024 from ***** to Mexico City was missing an that is the exact information that TSA saw. I want the whole messages posted on the BBB to warn other travelers about the poorly way that this horrible airline treats its passengers for $450.00, offending and accusing me to be a liar as a reflection of the company values. As I said, yes, I was unwell but decided to travel because I had an urgent matter to solve in Mexico City. As mentioned, I am a frequent traveler, and of course, I will never make any booking with this pathetic and dishonest airline.

Regards,

Business Response
Date: 10/02/2024
Dear Ms. ********* clear="none">

We understand the annoyance you may have regarding this incident, however, we cannot take responsibility for incidents not attributable to the airline. We have provided evidence of what happened to the BBB, as well as the **** so we reiterate that a different resolution will not be applicable. It is worth mentioning that there is not even a record that you carried out the check-in process on time, part of this is that a boarding pass was not provided by you for said trip.

We are sorry that the response is not what was expected, however a communication to our department does not guarantee a favorable resolution if it is not applicable according to our terms, conditions and transportation contract acquired and accepted at the time of purchase.

Without further ado, I wish you an excellent day.

Cordially,

****** **** *******
AM Legal representative
Customer Answer
Date: 10/06/2024
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.

BBB please post all the evidence that I am providing to warn other travelers regarding this unprofessional company. As you can see in the attached documents titled "boarding pass", I indeed had a boarding pass, however, as I have explained multiple times, Aeromexico forgot to submit to *** the information about the outbound flight from ***** to Mexico City as as anyone can clearly see on the document titled : "Flight missing outbound". Basically, the airline or this representative, or both are acting as a mirror of itself/ himself reflecting its/his questionable values and insulting travelers as my self calling me a liar while denying the evidence submitted, with a ticket missing the outbound flight and blaming TSA, and this subject dared to imply that I was undocumented, when I am an USA citizen.
All the defenses and responses submitted by Aeromexico are groundless and will be forwarded to DOT.

Respectfully,

Business Response
Date: 10/10/2024
Dear Ms. *************************** regret your perspective regarding this incidence, however (and as it was previously notified) in the first ones you notified that you could not take your flight, due to very serious health complications, so you requested a refund for your flight either in a voucher for services or by any other possible means. However, the rate purchased was the most restrictive, while the medical certificates you shared did not meet the verification requirements necessary to be able to provide any exception.

On the other hand, I have also verified that in multiple cases, you warned that if you do not have a favorable response, you would sue through the ****************************. Even having a final resolution, you insisted on this warning, even taking screenshots of your progress in the folio issued in this legal instance. However, a different resolution cannot be provided if it does not have a legal basis to support it.

Regarding this incident, I share the following lines with you:

All airlines depend on multiple factors to operate a flight in a timely manner. That is why we ask our passengers to arrive 180 minutes before an international flight at the airport, as you can verify at our legal section in point number 7 at our contract of transportation, same that was accepted at the time of purchase. According to our records, the mentioned flight was addressed in accordance with the procedures. Unfortunately, this had already been delivered to the airport authorities when you showed up at the boarding room. Once a flight is closed, its not possible to open it to board additional passengers, so unfortunately a refund or change without a payment cannot be applied.

We have no record, nor have we found any flaws in our processes, since our systems only record the flight assigned to the passengers, as well as their payment and contact information, so it was only a matter of being there 3 hours before the flight, as requested in our terms and conditions, to verify their immigration status. It is necessary to mention that the immigration department can verify the flight information in their systems, so your boarding pass could be enough to verify more information. I also mention that once 3 hours have passed before an international flight, it is not possible to check in because it is considered a late arrival. Attached to this email, I share the terms, conditions, transport contract and regulations cited by the agents in the multiple pages in which you have communicated, since you have mentioned that their responses have no legal basis.

That said, this incident is not attributable to Aeromexico, so even in this BBB file and before any legal authority, I must reiterate that a refund or compensation process is not applicable since this incident is not attributable to Aeromexico.

Without further ado, I wish you a great day.

Cordially,

****** **** ****************************** a ********
Customer Care representative
Customer Answer
Date: 10/13/2024
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.

To BBB: I have attached multiple times the ticket downloaded from the web of Aeromexico clearly showing that the flight dated July 24, 2024 was missing. I also sent the digital boarding pass indicating that all the information pertaining to my passport was correct. It is evident that Aeromexico did not communicate to *** that I had an outbound flight. *** would have never provided that fuchsia note of the flight had already departed or if I had any issue with my passport. I also have the phone calls records on my cell phone that prove that I was not late to catch the flight as I was accused by this individual. I will address the issue with someone else more professional and educated person that can understand the evidence presented, perhaps, this subject does not have a good English command and is struggling to understand the issue and keeps copying and pasting the same message disregarding the undisputed facts.

Once again, I have attached the ticket that I have uploaded from the web page that has nothing to do with the ticket submitted by this individual and also copy of the boarding pass. This unprofessional person is poorly representing Aeromexico, and has been constantly implying that I was undocumented and that I had issues with my documents, when I am a an USA citizen, and was able to obtain a boarding pass. Please stop insulting decent frequent travelers. I will address address the issue to the corporate office including the correspondence of this unprofessional subject.

Regards,

Business Response
Date: 10/15/2024
Dear BBB:

We understand that the resolution does not favor the client and that this causes her to feel annoyed to the point of taking this incident personally. However, as she was informed previously, passengers are required to arrive at the airport at least 3 hours before the flight with the check-in process completed, which requires having entered immigration information even from the time of purchase, so verification by the staff should be a simple process. The ********************** has access to the passenger lists so on our part it was not necessary to provide absolutely anything for her to be authorized to travel by the immigration authorities. However, there is a record that the passenger did not show up at the boarding gate on time with what was necessary to board and therefore missed the flight. This situation is beyond our responsibility but it remain on the client's one.

I must reiterate as a definitive response that an additional process is not applicable on our part. The passenger has been instructed to check our terms, conditions and transportation contract accepted at the time of purchase. At no time was the passenger told that she was not a citizen, or that she did not have access to take said flight to the country, but that any delay in the immigration verification process could be due to not complying with the necessary requirements that are beyond our control, so we recommend that you check our answers again.

Without further ado, I wish you a great afternoon.

Cordially,

****** **** ****************************** a ********
Customer Care representative
Customer Answer
Date: 10/18/2024
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.

This unprofessional employee is portraying a very poor image of the airline that is representing. I have records of my calls to Aeromexico indicating that I arrived early. Additionally, I have sent copy of the ticket missing the outbound leg and my boarding pass and this pathetic individual continues providing groundless arguments. Obviously, he is reflecting his own values on these emails and continues with this back and forth for $450.00. What a horrible publicity for the airline. Since that incident, I have travelled to Mexico more than 10 times. With more employees like this unprofessional subject, the company will file for bankruptcy very soon. I will share this horrible experience with family and friends.
Regards,

Business Response
Date: 10/23/2024
Dear Ms. ******************** understand your frustration regarding the impact on your economy that the loss of your flight represents; however, it is necessary to mention that all our responses are based on an exhaustive investigation, in which we found that you have missed the flight for reasons beyond the airline's control for the following reasons:

1.- Aeromexico staff requests exactly the identification and immigration documents that the government of the country to be visited requests through the systems where they are entered, which all passengers are responsible for verifying prior to their flight with the embassy or consulate of the country to be visited.

2.- Aeromexico requests that all passengers present themselves at least 3 hours prior to the flight at the Aeromexico counter or last waiting room to verify in time any inconvenience, revision or inconsistency in the documentation presented and thus avoid missing the flight.

3.- The immigration department staff has access to the reservation codes to verify the travel information, so it is not necessary to enter or provide them with any information.

In this department we act in a professional and respectful manner; when this incident is escalated to a legal department, any response must be provided in a firm and direct manner. Unfortunately, we cannot provide a favorable resolution to your case if the root cause of the incident is not our responsibility or attributability, even under threat of sharing your perspective on social networks. I suggest you check our legal section (accepted at the time of purchase) in the links provided above.

Without further ado, I remain at your service for future clarifications and I wish you an excellent day.

Cordially,

****** **** ****************************** a ************************* representative
Customer Answer
Date: 10/27/2024
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.
Senor ****** ***** ******* , you are a disgrace for the image of Aeromexico. *** would have never provided the fuchsia note if they had the flight information neither if the flight was close because I did not arrive late. *** provided the fuchsia note because the flight did not appear on its system as confirmed by two *** agents. I have provided four times copy of the ticket as appeared on Aeromexico web site. The outgoing leg was missing,and it was the same information as *** saw. Accusing customer of lying is a reflection of your own poor values in your life. It is offensive reading your groundless allegations. I will send copy of all these responses to the corporate office. A ticket that had a cost of $450.00, is a minimum loss compared to my frequent trips to Mexico and of course the experience that I have shared with all my friends and family. Aeromexico's employee denying the evident proof and insulting its customer.

Regards,

Business Response
Date: 11/04/2024
Dear Ms. *************************** you for your continued communication regarding your travel experience with Aeromexico on complaint ID ******** (AM ***********.

I want to reiterate that my responses are based solely on Aeromexicos findings and the documented policies governing international travel requirements, and is by no means intended to be taken personally.

After an in-depth review of the evidence, Aeromexico maintains that the inability to board was due to insufficient documentation at the time of check-in. As stipulated in our policies, each passenger is responsible for verifying and fulfilling all travel requirements directly with the consulate or embassy of their destination country. The documentation you referenceda fuchsia note does not correlate with any recorded details of your booking or reservation in our system, and therefore, unfortunately, does not substantiate your claim.

As a representative with extensive experience managing such cases, I assure you that each step has been taken professionally and with care. All supporting evidence provided has been reviewed, and we find no basis for altering our original determination. The resolution shared reflects our commitment to following international travel regulations and policies consistently.

While we regret that this matter did not meet your satisfaction, Aeromexicos position on this issue is final. This incidence actually remains recorded through the file number SF ******** at your frequent customer profile in our permanent passenger registry.

We respect your decision regarding future travel plans and wish you safe travels wherever they may take you.

Respectfully,

****** **** ****************************** a ********
Customer Care representative
Customer Answer
Date: 11/18/2024
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.

As clearly indicated on the attached document, the airline ticket only shows ONE FLIGHT which was the flight from Mexico City to *****, and MISSED the outbound flight from ***** to Mexico City. The attachment was the official airline ticket that appeared on my frequent flyer booking.
According to your groundless, racist, xenophobic and disrespectful words asserting that "I needed to contact my consulate" to enter Mexico when I am American Citizen and I DO NOT NEED any **** to enter Mexico for a flight that had a length of 3 days, I have sent your baseless correspondence to Mr. ****** and Mr. ******* ***** to prove the lack of respect and professionalism accusing me of being an undocumented person and mocking the information about the note provided by ***, which is indeed fuchsia just confirm your poor judgment and work ethics. The *** agent told me that did not have any records of my flight and never mentioned anything regarding my American passport as you have implied.
Regarding your auto assessment of your "vast experience", please allow me to inform you that you have a lot to improve. Lastly, your threats about adding my true statements, supported with solid evidence, to my frequent flyer account, must be a joke, as I am not planning to fly with Aeromexico in my whole life.

Regards,

Business Response
Date: 11/25/2024
November 25, 2024

RE: BBB #******** | 04879811

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

Thank you for contacting Aeromxico Customer Relations through the **********************.

We have performed a meticulous investigation regarding your case number based on the responses previously provided in the case numbers: 04561795, ********, ********, ********, ********, ********, ********, ********, ********, ********, ********, ********, ********, ********, ********, ********, and 04837403.

According to the aforementioned, we would like to remind you that we have reviewed your case corresponding to the ticket ************* of reservation GQBPVM and confirm that all the information provided, including the travel itinerary, passport details, date of birth, among others, were correctly registered in our system. It is important to clarify that passport control personnel operate independently from ********* and their procedures are not under our control. Although the data was properly registered, we have no influence on the decisions made by the TSA authorities.

In addition, please be reminded that the regulation was implemented correctly, since after a thorough review of flight AM425, according to our records, the aforementioned flight was closed and addressed in accordance with current procedures. Unfortunately when you presented yourself to the counter the flight had already been closed; it is important to mention that all airlines depend on multiple instances to be able to operate a flight in a timely fashion. If not adhered to, the airline is no longer responsible for any complications which may result.

Also, we regret to remind you that the ticket was purchased at a basic fare (V), which is non-refundable and does not allow changes of name, flight, date, time or destination at any time.

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

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 12/09/2024
Better Business Bureau:

THE TICKET ATTACHED CLEARLY INDICATES THAT THE OUTBOUND FLIGHT IS MISSING. *** CLEARLY STATED THAT THE AIRLINE MISSED THAT INFORMATION AND ONLY SAW THE RETURN FLIGHT DO NOT REFER TO YOUR SYSTEM REFER TO THE SAME INFORMATION THAT I HAVE ATTACHED AND TSA SAW. AEROMEXICO IS MISSING MORE MONEY RESPONDING WITH GROUNDLESS ARGUMENTS THAT I WILL SHARE ON ****** DESCRIBING MY EXPERIENCE ABOUT A .LOUSY, DISHONEST COMPANY BASED ON DECEPTION.
Regards,

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

RE: BBB #******** | 04939840

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

Thank you for contacting once again Aeromxico Customer Relations through the **********************.

We regret that the response that 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 we have reviewed your case corresponding to the ticket ************* of reservation GQBPVM and confirm that all the information provided, including the travel itinerary, passport details, date of birth, among others, were correctly registered in our system. It is important to clarify that passport control personnel operate independently from ********* and their procedures are not under our control. Although the data was properly registered, we have no influence on the decisions made by the TSA authorities.

In addition, please be reminded that the regulation was implemented correctly, since after a thorough review of flight AM425, according to our records, the aforementioned flight was closed and addressed in accordance with current procedures. Unfortunately when you presented yourself to the counter the flight had already been closed; it is important to mention that all airlines depend on multiple instances to be able to operate a flight in a timely fashion. If not adhered to, the airline is no longer responsible for any complications which may result.

Also, we regret to remind you that the ticket was purchased at a basic fare (V), which is non-refundable and does not allow changes of name, flight, date, time or destination at any time.

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

Cordially,

****** R

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 12/17/2024
Better Business Bureau:

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

I STILL HAD TWO HOURS TO BOARD THE ***** AND IT IS NOT MY FAULT THAT THE GROUND STAFF LEFT EARLIER SHOWING THE LOUSY COMPANY THAT AEROMEXICO IS. I HAVE RECORDS OF PHONE CALLS THAT WILL SEND TO THE FAD. SINCE THIS PATHETIC CORRESPONDENCE WE HAVE BEEN BACK AND FORTH WHILE I TRAVELLED TO MEXICO TEN TIMES WITH AMERICAN AIRLINES. NEVER A PRIOBLEM WITH THEM. HOPE THIS HORRIBLE COMPANY BE FINED FOR RIPPING OFF PASSENGERS FOR $490.00. I WILL ASK THE BBB TO POST THESE MESSAGES AND WARN PEOPLE OF YOUR POOR SERVICE.
Regards,

Business Response
Date: 12/24/2024
December 24, 2024

RE: BBB #******** | 04968500

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

Thank you for contacting once again Aeromxico Customer Relations through the **********************.

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 we have reviewed your case corresponding to the ticket ************* of reservation GQBPVM and confirm that all the information provided, including the travel itinerary, passport details, date of birth, among others, were correctly registered in our system. It is important to clarify that passport control personnel operate independently from ********* and their procedures are not under our control. Although the data was properly registered, we have no influence on the decisions made by the TSA authorities.

In addition, please be reminded that the regulation was implemented correctly, since after a thorough review of flight AM425, according to our records, the aforementioned flight was closed and addressed in accordance with current procedures. Unfortunately when you presented yourself to the counter the flight had already been closed; it is important to mention that all airlines depend on multiple instances to be able to operate a flight in a timely fashion. If not adhered to, the airline is no longer responsible for any complications which may result.

Also, we regret to remind you that the ticket was purchased at a basic fare (V), which is non-refundable and does not allow changes of name, flight, date, time or destination at any time.

Therefore, we regret to reiterate that it is not possible to proceed with your request, it is not applicable to proceed with any compensation or reimbursement 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. 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: 12/31/2024
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.

TSA confirmed that the airline never provided the correct information to them, After one hour and a half waiting on line they sent me with Aeromexico ground personnel who left one ho and half before the plane took off.

It is out of my control the mistakes that the lousy Aeromexico staff commits. I travel to Mexico City several times a month, therefore, do your math and count all the dollars the company lost counting pennies.

Regards,

Business Response
Date: 01/08/2025
January 08, 2025

RE: BBB #******** | 05004570

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

Thank you for contacting once again Aeromxico Customer Relations through the **********************.

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

Therefore, we regret to reiterate that it is not possible to proceed with your request, it is not applicable to proceed with any compensation or reimbursement 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. If we can address a different travel related matter, feel free to contact us.

Kindly be reminded that 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: 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.

[as explained a dozen of times, I have already sent multiple times to this pathetic customer service copies of the airline ticket documents downloaded from its web page clearly showing that the ticket was missing the out bound flight. Aeromexico s staffs sent offensive and discriminatory messages that will be sent to the corporate office insinuating that I am an illegal immigrant and that I arrived late when I have records of my calls. *** saw the same missing outbound flight that I have submitted repeatedly. Other than offending passengers Aeromexico continues disrespecting and making groundless comments . This company must learn a lot about respect and customer service.

Regards,

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

At Aeromexico, all people (whether customers, agents, or service personnel) are equally important, because we believe that every life matters, and we care about our fellows as ourselves together regardless of origin, race, color, sex, or any other characteristic. That is why we have always addressed you with respect, as we would any other person. Regrettably, checking your response, it is noticeable that this is not provided back to our staff, despite the fact that every response we have provided has been given to you with respect and based on what is applicable according to our legal section. We have mentioned that the problems you have had with the migration process are beyond the responsibility of the airline, since Aeromexico is merely an air transportation company and not an immigration agency, since the latter is totally independent of the company. That is why we always ask all our passengers to present themselves with all the check-in processes and immigration documents and processes verified at the boarding gate at least 3 hours in advance; no less than that.

This information, actually, appears in the information, terms, conditions and transport contract section, which were accepted at the time of purchase, so passengers have the obligation and responsibility to be at the airport beforehand verifying their immigration status. It is worth mentioning that, when indicating that it is necessary to verify the migration requirements, in order to be able to board the aircraft with the embassy or consulate of the country to visit, it is because this is necessary to be verified by all clients, and even staff, in general, without mentioning any racial issue. In addition, we do not have access to your passport information, so we are unaware of additional information to that which passengers provide for the creation of their reservation. Having said that, I reiterate our commitment as agents to respect all passengers, without this being a reason to proceed in their favor after not showing up on time (3 hours before the flight) with the necessary documentation, so we cannot take responsibility for the incident, because this incident is beyond the responsibility and attributability of the airline.

Regarding the pink paper note, it does not have the name, signature or stamp of the migration department, nor is it addressed to our airline, and it does not have any reference to you or your reservation or ticket code, so it has no validity for any applicable process. In case of any additional claim, you can go to the migration department of the affected airport. Regrettably, on our part, and as a final resolution, I reiterate that a change or refund process is not applicable.

We regret that the resolution does not favor you, however (as mentioned above), contacting our area does not guarantee a favorable resolution if it is not applicable, or happens due to an incident outside of our jurisdiction, responsibility or attributability, so you can take the current response as the final response and resolution.

Without further ado, I hope you have a great day.

Cordially,

Carlos Pérez Vázquez
Ejecutivo de Atención a Clientes
Customer Care 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.

[I have phone records with time indicating that I called Aeromexico from the airport because this lousy, cheap and pathetic airlines made a mistake clearly shown on the attached document and missed the outbound flight. Regarding your insult calling me undocumented, I will report this inappropriate message with the ****************. I am an USA citizen, therefore, I am not an illegal alien as you have implied.

BBB please post all my messages to warn people of this racist and disrespectful company.]

Regards,

Business Response
Date: 01/31/2025
Dear Ms. Gomez:

As we have mentioned before: documented or undocumented, all passengers are equally important, while migration status is outside the agents' concern. Airport agents must follow the instructions of the systems and enter the documentation and information that the immigration system itself requests, and the same requirements that passengers have the responsibility and obligation to provide in advance of 3 hours prior to the flight, since this is the period of time that Aeromexico requires passengers to present themselves at the boarding gate prior to the flight, as you can see in the terms, conditions and transportation contract accepted at the time of purchase.

On the other hand, only our calls registered in our systems are valid as official, so it is necessary to provide the name of the executives, date, time, number you contacted and number from which you contacted to verify our calls where you mention that they gave you erroneous information. However, I reiterate that it is the passengers' obligation to verify the immigration requirements with the embassy or consulate of the country to be visited, since Aeromexico is merely a transportation company, but not a government immigration agency, where everyone (including our personnel who travel on board the aircraft) must verify their documentation and established processes prior to the flight.

Without further ado, I reiterate that Aeromexico cannot take responsibility for the processes that customers are obliged to verify.

Cordially,

Carlos Pérez Vázquez
Ejecutivo de Atención a Clientes
Customer Care 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.

INAPPROPRIATE COMMENTS REGARDING BASELESS IMMIGRATION ISSUES WHEN I AM A US CITIZEN. *** WILL TAKE CARE OF THESE DISGUSTING CORRESPONDENCE FROM AEROMEXICO.

Regards,

Business Response
Date: 02/07/2025
Dear Ms. ************************* current communication has been monitored by the BBB, so I reiterate that none of the comments are derogatory or insulting. It is worth mentioning that the agents are required to request the immigration documents or forms required by the destination country (as well as the transit countries) so this incident is not related to any racial issue, since this is requested for all passengers regardless of the reason for travel or immigration status. It is necessary to reiterate that it is the responsibility of the passengers to show up at least 3 hours before the flight with all documents, forms and check-in processes completed in order to board and avoid inconveniences that result in the loss of their flights.

Having said that, I regret to reiterate that your request is not applicable.

Cordially,

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

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

I was at the airport 2.45 before departure, and waited on line 45 minutes when *** clearly stated that regardless of having a digital boarding pass the airline did not submit information to the outbound flight and when I returned to Aeromexico Desk, the ground staff left.

Corporate office will receive of disparaging customer service treatment provided by the staff of the airline.

Sad and cheap this back and forth.

Regards,

Business Response
Date: 02/14/2025
February 14, 2025

RE: BBB #22288774 | 05103677

Dear Ms. Gomez,

Thank you for contacting once again Aeroméxico Customer Relations through the Better Business Bureau.

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

Therefore, we regret to reiterate that it is not possible to proceed with your request, it is not applicable to proceed with any compensation or reimbursement 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. If we can address a different travel related matter, feel free to contact us.

Kindly be reminded that 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,

AM Legal Team
Customer Answer
Date: 02/21/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22288774, and have determined that this proposed action would not resolve my complaint.

The attached documents clearly show that the flight was missing the outbound flight. Even though I did have the digital boarding pass, TSA advised of this error. July is a busy season and after almost one hour waiting on line, when ai returned to Aeromexico desk, the ground staff had left. These are the facts supported by compelling documentation. Aeromexico continues to be cheap alleging false accusation oand insinuating that I was undocumented, when I am a USA citizen, that we do not need any visa to enter Mexico. Therfore, these string of emails is pathetic and show the lousy wasy to trate customers.I grateful that people can read these real facts before deciding if this airline woulbe be a good choice that has spent 7 months back and forth for $410.00, I cannot imagine what Aeromexico would do for a large amount. Continue showing your eal cvolors.

Regards,

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

RE: BBB #22288774 | 05161366

Dear Ms. Gomez,

Thank you for contacting once again Aeroméxico Customer Relations through the Better Business Bureau.

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

We regret to reiterate that it is not possible to proceed with your request, it is not applicable to proceed with any compensation or reimbursement 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. If we can address a different travel related matter, feel free to contact us.

Kindly be reminded that 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,

Rebeca R.

Ejecutivo de Atención a Clientes
Customer Care representative
Customer Answer
Date: 03/03/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22288774, and have determined that this proposed action would not resolve my complaint.

I would like to warn other travelers about this cheap lousy company the outbound flight was missing and TSA provided a note informing that I could pass the checkpoint without a flight confirmation even though I had a digital boarding pass. Aeromexico has been 7 months sending me offensive messages implying that I was undocumented when I am a US Citizen instead of providing a solution for all the inconvenience. Please be aware of this horrible experience . Aeromexico prefer to save $450 instead of earning that same amount .
Fellow travelers make wise decisions and do not travel with this airline

Regards,

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

BBB Complaint #22288774 | 05175329

Dear Ms. Gomez,

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,

Rebeca R.

Ejecutivo de Atención a Clientes
Customer Care representative
Customer Answer
Date: 03/06/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22288774, and have determined that this proposed action would not resolve my complaint.

BBB Please post the ticket missing the outbound flight to warn other travelers about this cheap, horrible airline. Also the racist, pejorative comments posted by other representative about that I had issues with my immigration status based on my last name, when I am an US citizen.

Regards,
Initial Complaint
Date:09/14/2024
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.
My wife and I purchased round trip tickets on July 29th. The round trip dates were forAug 30 - Sep 9 traveling from TIJ to ***. Our transactions were posted on our bank statements over a month ago. My flight confirmation number: HYHRTI My wife's confirmation number: IUQOYX. We departed TIJ to *** on August 30th with no problem.OUR RETURN FLIGHT ON SEPTEMBER 9TH WAS RESCHEDULED BY YOUR CUSTOMER SERVICE DUE TO A DELAY. We had issues with our return flight. We left *** to *** on September 10th with our new boarding passes. When we arrived in Mexico City for our layover your system had a problem with our boarding passes from *** to TIJ. We spent 2 hours at the Mexico, City airport trying to get a new flight back to *******. The supervisor ended up saying that there is nothing they can do and he advised us to buy new tickets to *** then contact customer service for a refund. He said "this was the only way for us to get to ******* tonight." **************** and your supervisors at the airport couldn't help us and I was forced to buy new tickets to return home. I WAS CHARGED TWICE FOR THE SAME SERVICE.I ended up having to buy TWO ONE WAY TICKETS for my wife and I from Mexico City to *******. I payed $19,846 Mexican pesos which is equivalent to $1,002.27 American dollars. It is ridiculous that customer service couldn't help us resolve the issue and give us boarding passes for the flights we paid for on July 29th. This is unacceptable and this is not how a business should handle customer service. We missed work from the delayed flight and I was charged twice for the same service!I provided Aeromexico emails with receipts and bank statements showing the transactions from July 29th. You can review the bank statements and see there is no problems with the transactions. My wife's bank and my bank both stated there is no issue. This is clearly a mistake with Aeromexico's system. I have all necessary documents to support my complaint and have provided it all to Aeromexico
Business Response
Date: 09/18/2024
Dear Mr. ******* clear="none">

Thank you for contacting us at Aeromexico Customer Support through the ********************.

In this regard, allow me to provide your file number SF 04691883. Also, I inform you that We have received your request regarding reservations HYHRTI and IUQOYX but both reservations were acquired to fly outside the *** airspace so this incidence is external to the jurisdiction of the BBB. However, after reviewing your situation we have reached the following conclusion: After reviewing your request with operations and according to our flight registry, we will not proceed with your refund or compensation. Your itinerary was affected by meteorological conditions on your flight date (incidence not attributable to the airlines).

We apologize for the consequences these weather conditions had on your travel plans. However, the safety of our passengers and associates is our top priority when it comes to events of this kind. In accordance with our cancellation and delay policies, it is not possible to make any refund or compensation. (These policies may be found on **************************).

On the other hand, when verifying the information on your tickets, it was observed that due to your payment method, your banking institution for security reasons audited the purchase of your tickets, it is for this reason that upon arriving at the airport could not use them.

Therefore, it is not possible to proceed with the refund of the same and any clarification must be made directly with your banking institution.

Without further ado, I remain at your service.

Cordially,

****** **** ****************************** a ************************* representative
Customer Answer
Date: 09/23/2024
Better Business Bureau:

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

I want everyone to be aware that Aeromexico is conducting shady business.
Our flight was not delayed for meteorological issues. I attached the original email from ********* stating our flight was delayed for LOGISTICAL ISSUES. If an airline delays a flight, it must rebook you on a different flight at no additional charges.
Since the flight was delayed we were issued new boarding passes under the same confirmation numbers from the flights we bought on July 29th. I attached the e-receipts for the rescheduled flights.
We left GRU with our new boarding passes on September 10th to MEX. Our boarding passes worked to leave **************. When we arrived in Mexico City our boarding passes didn't work to *******. **************** couldn't help us get new boarding passes and left me with no other option but to buy new tickets to ********

With our round trips we had a total of 4 boarding passes. We flew to ****** on August 30th with a layover in Mexico City with no problem. Our return flight was rescheduled for September 10th by aeromexico customer service due to a delay. We flew from ****** to Mexico City with no issues. For an unknown reason our last flight boarding passes to TIJ from *** were not working.

I was charged for the same service twice. We have contacted our credit card companies for the flights purchased on July 29th and they told us there is no issue with the payments.
They also stated that we already left for our flight to ****** from ******* on August 30th. If there was a problem with the payments we wouldn't have even been able to leave ******* on August 30th.
I have provided our credit card statements showing proof that the transactions were posted with no problems.

I am still recieving false information concerning my complaint. I am dissatisfied with your customer service, and I have attempted multiple times to resolve this issue.

Regards,
***** ****

Business Response
Date: 09/25/2024
Dear Mr. ****

As it was previously mentioned, both reservations were acquired to fly outside the *** airspace so this incidence is external to the jurisdiction of the BBB. However, after reviewing your situation we have reached the following conclusion: After reviewing your request with operations and according to our flight registry, we will not proceed with your refund or compensation. Your itinerary was affected by meteorological conditions on your flight date (incidence not attributable to the airlines).

Flight information is provided to us as agents through internal systems that are supplied by the personnel in the control towers of the airports and destinations along your flight route. This information has already been provided to the BBB so they can verify it. That said, I reiterate that your request is baseless.

Excellent day.

****** **** Vzquez
AM Legal Representative

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer