Business Profile

Airlines

Aeromexico

Headquarters

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Complaints

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

Customer Complaints Summary

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

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Submit a Complaint

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

Initial Complaint
Date:09/07/2024
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 had to make an emergency ticket purchase from Aeromexico to fly back to Mexico City as her member had just passed and the funeral was going to occur quickly. She made the purchase and had to confirm the credit card number at the counter to get the actual ticket. We arrived to confirm the number 3 hours before the flight, but they were not able to remove the hold. We were on the phone with Aeromexico customer service for 2 hours before we finally had to purchase a new ticket. We have been emailing and calling them to refund the first ticket, which they have guarunteed they will do, and even sent us a confirmation email and ticket status showing the refund. However, after a month and a half they actual money has yet to reach our account. We have continued emailing and calling and now they are not responding to my emails.
Business Response
Date: 09/13/2024
Dear Ms. ********************************* you for contacting us at Aeromexico Customer Support through the ******************** to share the inconveniences that you presented to board your flight from ******* to ************

In this regard, allow me to provide your file number SF ********, also I inform you that we are convinced that the quality of customer service, as well as image and services, is a fundamental pillar in the progress of organizations. Achieving the loyalty and confidence of our passengers is the highest value asset of this airline. Due to the inherent risks involved in the use of digital media for the acquisition of goods and services, we have tools for auditing purchases made through our *********** and Web portal, and where the combinations of factors that can be verified are analyzed to determine if there is a risk to the cardholder.

There are times when it is the same bank that indicates that a purchase can not be authorized, either because there is some kind of strange behavior in the use of the card or because it is the cardholder who has unknown the charges. When this happens, Aeromexico can not do anything but the total cancellation of the reservation and a notification, of course, is not possible due to the latent risk of being alerting an unauthorized person to use the card and that there is a new attempt of payment. We do not rule out, despite everything, that the bank sometimes gives a false positive. However, such situations are entirely the responsibility of the banking institution and, given the circumstances, airline staff must strictly adhere to the fraud prevention protocols. When taking the flight confirming a different form of payment, the amount previously charged will be reimbursed to its original form of payment, same amount that is released by the airlines in a period of 54 to 72 business hours, and could take from 0 to 15 business days to be reflected in the original payment account, depending on the banking institution. I regret the inconveniences that this situation could have caused, however this incidence is not attributable to the airlines. However, I can see that the current ticket value was al ready refunded so the current file will be closed.

Be certain that the measures applied are always in pursuit of the financial well-being of our customers and associates. I appreciate the trust you have placed in the airline and I trust that your understanding will allow us to once again give you the opportunity to assist you in any of our services.

Without further ado, I wish you an excellent afternoon.

Cordially,

****** **** ****************************** a ************************* representative
Initial Complaint
Date:09/04/2024
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 02/28/2024, we charged a total of $1907.32 to our BoA credit card for *************** for a trip on 08/15/2024, from *******, MX to *****, *******, on AeroMexico with a connection in Mexico City. On 06/11/2024, AeroMexico e-mailed us that the flights to and from ***** were cancelled "DUE TO GOVERNMENTAL ISSUES," and we asked for a complete refund. On 06/27/2024, AeroMexico assigned our case #********, and then on 07/03/2024 e-mailed us that they had processed the full refund. In spite of many follow-up phone calls, we have never received it. See the attached string of e-mails for some documentation.
Business Response
Date: 09/10/2024
Dear Ms. ******************* appreciate the time you took to contact us at the Aeromexico *********************** through the ******************** to share the issues you experienced with your flight from ******* to ***** on August 15, 2024.

In this regard, please allow me to provide your clarification number: SF 04664200. Also I inform you that all of our customers are equally important, which is why all communications are attended to in the same order in which they are received, so it is not possible to rush the response time that was notified to you in your telephone communication with our reservations department. On the other hand, the route of your flight operated outside of US airspace, so this incident is outside the jurisdiction of the BBB. Finally, I can see that your flight from Mexico to ***** was canceled due to unrest in *******, an incident not attributable to the airline. However, this reservation has already been refunded as an exception, so an additional process is not applicable.

Without further ado, I take this opportunity to wish you a great day.

Best regards,

****** **** ****************************** a ************************* representative
Customer Answer
Date: 09/10/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action (or rather inaction) would not resolve my complaint. Although ****** **** Vzquez, the **************** Representative for ******************** states that the refund has already been issued, ** HAS NOT! As of today, September 10th, 2024, we have been waiting for over 2 months since we received an email stating that AeroMexico had "processed" the refund we had requested. Their "process" may have sent our $1,907.32 to someone somewhere, but it did not come to us.
Regards,
******* *****

Business Response
Date: 09/17/2024
Dear Ms. ********* clear="none">

Your reservation appears refunded in our system, however, if this has not been reflected in your account, it may be due to a connection problem with your bank. It is worth mentioning that it is necessary that in situations like this, you contact the airline's technical support for prompt attention and request a bank reference so that your bank can track your refund through our systems. Due that this incident is outside the jurisdiction of the BBB since the flight operated outside the US airspace, please send an email to ********************************************************************** providing your monthly statement relevant to August, and the complete number of the card used for the current purchase and to verify your incident.

It is recommended to follow the instructions published on our website to follow up on any incident.

I wish you a great day.

Cordially,

****** **** ****************************** a ************************* representative
Initial Complaint
Date:08/28/2024
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 called Aeromexico on Nov 17, 2023 to check on status of my flight from *** to ACA on Jan 1, 2024, 23 days after Hurracaine **** destroyed ********. I was given voucher ************* and ************* and told I could use this to book my Jan 1 flight for 2025. I double checked with agent on the phone that I needed voucher to work on Jan 1, 2025 and he assured me I would be able to use it for that and would have no problem as long as I called and booked it before Nov 2024. I called 8-16 to book flight on Jan 1 using my voucher and was told I could not use it, that it was only good to use before Nov 17. I told them what I was told about needing to use for Jan 1, 2025 and it would be valid and voucher was issued, they said they would have to go back and listen to recorded phone calls to check what agent told me. After 3 more phone calls it was confirmed that is what I was told by agent issuing the voucher, but they still arent honoring my voucher. Amount my original tickets were $287.72 each. I have made 4 phone calls over last 12 days with Aeromexico trying to resolve this and keep getting the run a round. Please help as I need to book before Nov
Business Response
Date: 09/03/2024
September 03, 2024

RE: BBB Complaint #******** | 04645378

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

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 number 0464-3717.

According to the aforementioned, we would like to inform you that your request is currently being reviewed in the Aeromxico case number 0464-3717.

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

Therefore, the response will be provided at Aeromxico case number 0464-3717.

Mr. **********, Aeromxico appreciates your preference.

Have a nice day.

****** *.
Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 09/10/2024
[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:08/28/2024
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.
On 8/24/2024 my wife and I left ****** heading to Mexico City for a layover on the way to *******. Our layover was 1.5 hrs. When we arrived in the Mexico ************ we got to the section A area our flight was leaving from about an hour before the departure time of 0855. We immediately spoke with the Aeromexico staff member asking where we needed to go. (This Section A area was EXTREMELY unorganized! This is not a typical airport gate with an agent and a specific section for your flight. The only way your flight is called is by a very low-volume PA announcement only ONCE.) The staff member told us to sit and wait for the announcement. 30 minutes before our departure time my wife again went and questioned about what we needed to do and again we were told to sit and wait. Then 5 minutes before our departure time, we asked again and we informed the flight had left. My wife (Spanish-speaking) and I were in the Section A area an hour before our flight and spoke to a staff member 3 times and were left. To say I was shocked is an understatement. We were informed to go to Aeromexico customer service. Which we did. Upon speaking with a staff member he stated that the flight had marked EVERYONE had boarded. When 5 passengers in total were left. Staff stated we needed to be there an hour early which we were and HAD quickly spoke to a staff member. The customer service member stated we to fly out the next day and would need to pay $1600 for new tickets. I was extremely shocked... We were where we were supposed to be an hour before departure time, spoke to staff 3 times and now I am going to be charged $1600 for new tickets. I asked to speak to the supervisor. Supervisor ******* ******** needs some major training he approached the situation very defensively and rudely. He refused to help us at all. I called customer service and asked to speak with their supervisor. Supervisor **** was extremely helpful and was able to get was tickets for the next day.
Business Response
Date: 09/03/2024
September 03, 2024

BBB Complaint #******** | 04643962

Dear Mr. ****************** 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 flight AM430 of August 25, 2024, according to our records, the aforementioned flight was closed and addressed in accordance with current procedures. Unfortunately when you presented yourself, 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.

However, based on your comments, our records and a detailed investigation, despite the no-show at your flight, our airport staff supported you with a one-time exception as a goodwill gesture, protecting your itinerary on the next available flight, AM430 on August 26, 2024, free of charge.

Therefore, it is not applicable to proceed with any compensation or reimbursement.

Aeromxico appreciates your preference.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 09/04/2024
[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:08/25/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Aeromexico has sent me and email saying Im entitled to a refund for a cancellation. Two tickets, $580 each. Its been close to four months and still nothing. Ive been calling them weekly, sometimes twice a week. As well as emailing them a few times a week as well. They just keep giving me the runaround.
Business Response
Date: 09/03/2024
September 03, 2024

RE: BBB Complaint #******** | 04636037

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 number 0460-6397.

According to the aforementioned, we would like to inform you that your request is currently being reviewed in the Aeromxico case number 0460-6397.

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

Therefore, the response will be provided at Aeromxico case number 0460-6397.

Mr. ********, Aeromxico appreciates your preference.

Have a nice day.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Initial Complaint
Date:08/14/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My family and I travels to and from Mexico City via Aeromexico. Our flight to Mexico was on July 27th from LAX. Our problems began when we were told to leave our stroller at the gate when boarding and upon our arrival in Mexico City our stroller would be ready for pick at the gate when disembarking in Mexico. As one might already assume, our stroller was no where to be found. We asked a crew member if he could call and ask for a status of not just our stroller but three other moms that were waiting and his only response was that he couldnt. After waiting for about 10 minutes, another crew member disembarking noticed mentioned that we would have to pick up our strollers at the carousel. We spent our time in Mexico and on August 9th we headed to the airport in Mexico City to return. Once again we checked our stroller at the gate hope that it would ready for us I ***********. Upon arrival in LA I watched as the ground crew threw not only our stroller but also our car seat without a care, ultimately damaging both items. Given that I had just watched my stroller being unloaded, I was hopeful that it would be at the gate waiting for us. Unfortunately, I was wrong. After another 10 minute wait at the gate, we were told we would need to pick it up at the carousel. The benefit of having a stroller to navigate busy airports such as Mexico City and *********** is crucial to parents but when an airline fails to provide a service as promised, it turns into a nightmare. The ordeal with having to carry luggage and an infant while waiting for immigration can become a daunting task. If an airline is not going to deliver as promised on multiple occasions there seems to be the need for improvement and or changes.
Business Response
Date: 08/19/2024
Dear Mr. ************************ appreciate the time you spent in contacting us at Aeromexico Customer Support to make our knowledge about the inconveniences you presented with the damage on your stroller and the delay to be provided it back to you during each flight.

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

- Passenger Name:
- Reservation or confirmation code (these are 6 letters provided by the point of sale):
- Ticket number (13-digit number starting with 139 if generated with Aeromexico):
- Flight number with Aeromexico:
- Flight routes (origin and destination of your flights):
- Date of your flights:

Also, it is necessary to share the next information:

- Images of the damage on your stroller
- Luggage tag of your stroller

It is advisable to attach your boarding pass or travel confirmation of your reservation to provide a faster response. It's important to mention that there is no previous communication from you recorded at our system.

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

Cordially,

****** **** ****************************** a ************************* representative
Initial Complaint
Date:08/13/2024
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 03/01/2024 purchased two round trip tickets to fly from ********, ** to ******, Mexico for a wedding departing 05/09/2024 and returning 05/12/2024. On 03/24/2024 I received an email stating that my departing flight would depart on 05/08/2024 to Mexico City, would have to spend the night there and then travel to ****** the following day. I could not depart a day early nor did I want to have the added expense of paying for a hotel in Mexico City. I called Aeromexico on 03/24/2024 and canceled my flight and was told that would be getting a full refund in 4-8 weeks. I called on 08/10/2024 to check on the status of my refund and was told that there would be no refund and that vouchers had been issued. I do not want a voucher as I already missed the wedding because of the flight schedule change and will have no opportunity to use them.
Business Response
Date: 08/29/2024
Dear Mr. *********************** appreciate the time you took to contact us at the Aeromexico *********************** through the ******************** to share the inconveniences you experienced with the refund process for your reservation from ******* to *******

In this regard, allow me to provide you with your clarification number: SF 04604941. Also I inform you that it has been verified that in a call on August 10, 2024 at 1:12 p.m. (CDMX) where the agent explained information about the affectation, as well as the offer that would have been provided to you in case SF 041-12976, and where you accepted the issuance of the vouchers, so an additional process is not applicable. It is not possible to cancel the vouchers to issue a cash refund. That said, your request is not applicable.

Below, I share with you the restrictions on the use of the vouchers:

* Vouchers have one year from the date of issue to be redeemed and used by flight.
* Valid for the purchase of flights operated by Aeromexico.
* Tax charges on Club Premier tickets and ********* services cannot be paid.
* Not transferable nor cancelable.
* Cannot be used to purchase additional services.
* Can be redeemed through the web portal ****************************** or through the reservation line at *****************.
* The validity of the vouchers cannot be modified.

Without further ado, I wish you a nice day.

Cordially,

****** **** ****************************** a ************************* representative
Initial Complaint
Date:07/27/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am trying to get a refund for 4 tickets I purchased from this airline. I have extenuating circumstances that will not allow me to take this trip.
Business Response
Date: 07/30/2024
Dear Ms. **************************** appreciate the time you spent in contacting us at Aeromexico Customer Support to make our knowledge about the inconveniences you presented to use your flight.

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

- Passenger Name:
- Reservation or confirmation code (these are 6 letters provided by the point of sale):
- Ticket number (13-digit number starting with 139 if generated with Aeromexico):
- Flight number with Aeromexico:
- Flight routes (origin and destination of your flights):
- Date of your flights:

However, It's important to mention that no prior communication from you to our customer service center has been found, while the reasons for not being able to take your flight due to personal reasons are beyond the responsibility or attributability of Aeromexico, so it is not necessary to verify your request through legal means as this way through the BBB, since what is requested is an exception. However, it is not possible to apply a refund if the purchased fare does not allow it. It is worth mentioning that passengers accept the terms, conditions and transport contract where this is mentioned.

I remain at your service for future clarifications and I wish you a great day.

Cordially,

****** **** ****************************** a ************************* representative
Customer Answer
Date: 07/31/2024
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.

I have called the company several times explaining my situation. The individuals who have answered have all been rude, unsympathetic and honestly have a heavy disregard for customer service. Also I paid for a classic air fair, which is an upgrade and they are not giving me the option to even change my flight. Its ridiculous. Never has an airline treated me this way and in a time of need.
My confirmation number is :LLSDBF

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

Business Response
Date: 08/06/2024
Dear Ms. ************** clear="none">

I inform you that I have verified the information on your reservation and found that it was purchased for a flight operated within the ****************, so this incident is outside the jurisdiction of the BBB. On the other hand, your request is not applicable because the reason for not taking the flight is due to lack of migration documentation, as you told the call center personnel, however this reservation (I reiterate) is national. On the other hand, it is the responsibility of the passengers to have all the necessary documentation to take a flight before the purchase itself. The purchased fare allows changes, however, it is necessary to cover the cost for the change and the difference in fare. It is necessary to mention that no fault has been found in our personnel in communications, in addition to your annoyance for not receiving the process you want, but this is not applicable according to the terms agreed in your contract.

Having said that, I inform you that it is not possible to proceed with your request.

Cordially,

****** **** ****************************** a ************************* representative
Initial Complaint
Date:07/24/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We were stuck on the tarmac in ****** for hours with extreme heat and offered no food and very little water.
Business Response
Date: 07/25/2024
Dear Ms. *********** clear="none">
I appreciate the time you spent in contacting us at Aeromexico Customer Support through the ******************** to make our knowledge about the inconveniences you presented with the delay on your flight.

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

- Passenger Name:
- Reservation or confirmation code (these are 6 letters provided by the point of sale):
- Ticket number (13-digit number starting with 139 if generated with Aeromexico):
- Flight number with Aeromexico:
- Flight routes (origin and destination of your flights):
- Date of your flights:

Also there is no previous communication from you detected on our systems, so it is advisable to attach your boarding pass or travel confirmation of your reservation to provide a faster response.

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

Cordially,

****** **** ****************************** a ************************* representative
Initial Complaint
Date:07/23/2024
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.
Purchased a flight on May 2nd. The airline then notified me on June 2 that there has been a modification to my flight and I no longer had a direct flight. I rescheduled with the airline to get a direct flight again. The dates had been changed due to this modification so that I could get a direct flight. I then got another email on June 23 indicating that my flight had yet again been changed by the airline. The changed my direct flight to a connecting flight again with a time of 5 hours in between flights. I requested a refund at this time and spent over 5 hours on the phone and several emails back and forth. Finally they agreed to a refund on July 1 for the flights, baggage, and fees but it has since been 17 business days since that refund initiation and I have yet to receive any refund. The refund was quoted to be ***** business days not including weekends for processing yet no money has been refunded.
Business Response
Date: 07/25/2024
Dear Ms. ********************* appreciate the time you took to contact us at the Aeromexico *********************** through the ******************** to share the inconveniences you are experiencing with the refund of the services for your reservation from *********** to ******* on August 24, 2024.

In this regard, please allow me to provide your clarification number: SF 04524129. Also I inform you that the refund appears in the system as correctly refunded, so I request your support to provide us with the following information to evaluate your incident:

1. Full number of the card used in the purchase
2. Monthly account statements relevant to July 1, 2024

I look forward to your response and wish you a great day.

Cordially,

****** **** ****************************** a ************************* representative
Customer Answer
Date: 08/11/2024
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.

I have attached the statement as requested.
The full name on the card that was used to purchase the flight is ******* *******.

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

Business Response
Date: 08/15/2024
Dear Mr. ************************* you for contacting Aeromexico **************** through the ********************.

To further verify your issue, please share the following information:

- Full card number used for baggage charges

- Confirm that the account is still active

Please reply to this email without changing the subject. I wish you a great afternoon.

Cordially,

****** **** ****************************** a ************************* representative
Customer Answer
Date: 08/22/2024
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 full card number is *******************
Yes the card and the account are still active.

It is not only a baggage refund it is a full refund.
I have not received it.

Regards,

Business Response
Date: 09/02/2024
Dear Mr. ***************************** you for contacting us back at Aeromexico Customer Relations through the ********************.

I kindly inform you that an error has been detected on the refund process so it has been reissued and the current cash may be reflected in a lapse of 10 to 15 business days.

I remain at your service for further assistance and wish you a nice day.

Cordially,

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

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