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:07/20/2024
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 flight with Aeromexico AM 0698 was cancelled on July 14th going back to **************They got me in another flight on Tuesday July 16th I had to spend Sunday night and the whole day on Monday in Mexico City.knowing their policy, i should get compensation for that cancellation.I had to pay for food during that time and lost two days of work (Monday and Tuesday)i sent a complain and they told they couldn't help me cause the cancellation of the flight was due to a storm.
Business Response
Date: 07/25/2024
Dear Ms. *********** clear="none">
I appreciate the time you took to contact the Aeromexico Customer Support to share the inconveniences you presented regarding the affectation on your flight from Mexico to ************* on July 14, 2024.

In this regard, allow me to provide your clarification number: SF ********; also I inform you that your flight was affected due to the weather conditions present on the flight route, an incident that is not on the list of situations attributable to the airlines, for which a refund or compensation is not applicable. In the face of these incidents, only protection is applicable to the nearest flight to resume the current trip. On the other hand, I inform you that in the terms, conditions and transport contract it is mentioned that all our flights are subject to changes, even without prior notice, so Aeromexico does not take responsibility for contracts with third parties such as the one for which you request compensation. I recommend that you verify the terms, conditions and transport contract accepted at the time of purchase through the following link:

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

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

Cordially,

****** **** ****************************** a ************************* representative
Initial Complaint
Date:07/18/2024
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 Sunday July 14th my Flight from Mexico city to ************* was cancelled. I got an email hours later with my next flight schedule for Tuesday July 16th at 9:00pm to *********** and Wednesday 17th *********** to *************. Finally they gave me another direct flight on Tuesday July 16th.(Only after speaking with them on the phone for about two hours) I filed a complain via Aeromexico website and they told me they would no be able to compensate me for:- a cancelled flight (return flight)-two days of food while waiting for my next flight (the 14th dinner, the 15th breakfast/lunch/dinner and the 16th breakfast/lunch)-two days of work i had to miss According to their refunds policy after four hours of delay I'm entitled for food and drinks voucher, hotel (if apply) and choose between plane ticket full refund plus 25% compensation of the ticket or a seat in the next available flight. I wrote a complain via email to the company and Ms **** ***** (custom care representative from Aeromexico) told me that i'm not entitled for nothing because the flight was cancelled due to a storm. But a friend who was also flying that night at the same time to *********** with the same airline was able to do it.
Business Response
Date: 07/25/2024
Dear Mr. *************************** appreciate the time you took to contact the Aeromexico Customer Support to share the inconveniences you presented regarding the affectation on your flight from Mexico to ************* on July 14, 2024.

In this regard, allow me to provide your clarification number: SF ********; also I inform you that your flight was affected due to the weather conditions present on the flight route, an incident that is not on the list of situations attributable to the airlines, for which a refund or compensation is not applicable. In the face of these incidents, only protection is applicable to the nearest flight to resume the current trip. On the other hand, we inform you that we have no record of compensation for your friend, however the contract in his reservation is external to the one you have, so in case he receives compensation due to an error of another agent, it is not possible to provide one to you if the incident is external to what is attributable to the airline. Fintally, in the terms, conditions and transport contract it is mentioned that all our flights are subject to changes, even without prior notice, so Aeromexico does not take responsibility for contracts with third parties such as the one for which you request compensation. In addition to this, we do not have any compensation of 25% of the ticket value for the incident you mention. We recommend that you verify the terms, conditions and transport contract accepted at the time of purchase through the following link:

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

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

Cordially,

****** **** ****************************** a ************************* representative
Customer Answer
Date: 07/26/2024
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.
Hola Carlos
Sorry for the misunderstanding I didnt mean to say that my friend get any refund, what I was trying to say is that my friend was able to fly because his flight to *********** that night wasnt cancelled due to the same storm.
Your policy says after four hours delayed flight Im entitled to either a full refund or a seat in the first flight available and I didnt get any of those. Because at first, you give me a flight Tuesday night and it wasnt even a direct flight I have to spend one more night in ***** and fly Wednesday morning to **************
After a call ( made by a Mexican friend because my phone didnt work there) I was able to get another direct flight Tuesday morning to **************
Im not asking for all the expenses that this matter cause to me, but I think I should be able to get a ticket refund.
Thank you for your time

Regards,

Business Response
Date: 07/31/2024
Dear Mr. ***************************** weather is an uncontrollable and unpredictable phenomenon, so it can change suddenly from one moment to the next, without prior notice, so your friend's flight does not interfere with the one you present. It is worth mentioning that the reservation you acquired is a completely independent contract from your friend's, while this is merely for air transportation of the client and his/her luggage, which has been provided in its entirety, so there is no amount or reason to reimburse your ticket. Otherwise, this process would be considered compensation, which is not applicable for the reasons stated above.

On the other hand, protection flights depend on availability because an aircraft cannot be over-occupied for reasons of safety and comfort of the passengers. Having said that, I reiterate that your request is not applicable.

I appreciate your kind understanding in this regard and I wish you an excellent day.

Cordially,

****** **** ****************************** a ************************* representative
Initial Complaint
Date:07/05/2024
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 had purchased two tickets for my mom and sister to fly from *** to ******, with a layover in Mexico City. When they tried to check in, the system would not let me, following that, I was sent an email that the flights were changed. The flight to Mexico City overlapped with the flight to ******. I called Aeromexico and let them know that the flights that they were trying to change to were overlapping and they said that they do not know what is going on right now and will email me as soon as there is some clarification. Hours go by and it was getting closer to the flight time and there werent any changes, so I called them again and asked them if they can rebook the second flight. They told me that the only thing they can do is book a ticket to fly out at the end of the week, on Friday January 12th. I told them that is not possible, my sister and Mom are flying back to LA on Saturday the 13thand I cannot cancel the hotel and activities because they have been prepaid. All the hotel bookings were already prepaid for the trip so I could not cancel anything. They then said they can reroute the flight to ******** which is over 3 hours away from where they were staying in Telchac Mexico. I explained to them that is not a feasible option and I requested they refunded me the tickets so that I can purchase alternative tickets with a different airline. I told them this was not our fault that aeromexico have canceled our existing flights and we would like a refund. They customer service representative and the manager both refused saying they can only give us a credit. I then opened a case with aeromexico and they lied and said that I accepted the changes when in fact I did not agree to the changes, and my mom and sister never got on that flight. Instead, I purchased new tickets which with hundreds of dollars more expensive.
Business Response
Date: 07/11/2024
July 11, 2024

BBB Complaint #******** | 04369365

Dear Ms. *************************** 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: 04378-371, *********, *********, *********, *********, *********, *********, *********, *********, *********, *********, *********, *********, and 0390-4580.

According to the aforementioned, we would like to remind you that in the case number ********* you were offered the refund of the tickets ************* and ************* of the CEAFOL reservation in *** vouchers on services with Aeromxico per passenger and were provided with the guidelines for use, as well as the terms and conditions of the vouchers.

You accepted the issuance of the *** vouchers per passenger on the case numbers ********* and ********* on which the *** vouchers on services with Aeromxico ************* and ************* were issued in the name of each passenger of the CEAFOL reservation, as it was stipulated previously in the terms and conditions provided.

Please note that based on the terms and conditions of use, these *** vouchers on ********* services are non-transferable, non-endorsable, and non-refundable.

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

Aeromxico appreciates your preference.

Cordially,
****** Romellon ******

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 07/12/2024
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 accepted the voucher therefore I would still insist on a cash refund.

Regards,

Business Response
Date: 07/12/2024
July 12, 2024

BBB Complaint #******** | 04391034

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

Kindly be reminded that in the case number ********* you were offered the refund of the tickets ************* and ************* of the CEAFOL reservation in *** vouchers on services with Aeromxico per passenger and were provided with the guidelines for use, as well as the terms and conditions of the vouchers.

Based on the above, please be reminded that you accepted the issuance of the *** vouchers per passenger on the case numbers ********* and ********* on which the *** vouchers on services with Aeromxico ************* and ************* were issued in the name of each passenger of the CEAFOL reservation, as it was stipulated previously in the terms and conditions provided.

Please note that based on the terms and conditions of use, these *** vouchers on ********* services are non-transferable, non-endorsable, and non-refundable.

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

Aeromxico appreciates your kind understanding.

Cordially,

****** Romellon ******

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 07/16/2024
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.

Once again, I did not accept the voucher. Please show me the email where I said I accepted the voucher. Once again I insist on a cash refund because I DID NOT accept the voucher and will not be using it as it is not under my name.

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

Business Response
Date: 07/26/2024
July 26, 2024

BBB Complaint #******** | 04518365

Dear Ms. ********************* 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, kindly be reminded that in the case number ********* you were offered the refund of the tickets ************* and ************* of the CEAFOL reservation in *** vouchers on services with ********* per passenger and were provided with the guidelines for use, as well as the terms and conditions of the vouchers.

Based on the above, please be reminded that you accepted the issuance of the *** vouchers per passenger on the case numbers ********* and ********* on which the *** vouchers on services with Aeromxico ************* and ************* were issued in the name of each passenger of the CEAFOL reservation, as it was stipulated previously in the terms and conditions provided.

Please note that based on the terms and conditions of use, these *** vouchers on ********* services are non-transferable, non-endorsable, and non-refundable.

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

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

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 08/04/2024
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.

It was not my fault or responsibility that the flight was camcelled and I DID NOT accept the voucher therefore I continue to insist on a cash refund as determined by DOT.

Regards,

Business Response
Date: 08/15/2024
August 15, 2024

BBB Complaint #******** | 04582052

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

Please be advised that we have thoroughly reviewed your request and unfortunately we are not able to authorize it. We understand your situation but, as stated in the previous response, we must remind you that in the case number ********* you were offered the refund of the tickets ************* and ************* of the CEAFOL reservation in *** vouchers on services with ********* per passenger and were provided with the guidelines for use, as well as the terms and conditions of the vouchers.

Based on the above, please be reminded that you accepted the issuance of the *** vouchers per passenger on the case numbers ********* and ********* on which the *** vouchers on services with Aeromxico ************* and ************* were issued in the name of each passenger of the CEAFOL reservation, as it was stipulated previously in the terms and conditions provided.

Please note that based on the terms and conditions of use, these *** vouchers on ********* services are non-transferable, non-endorsable, and non-refundable.

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: 08/21/2024
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 did not accept the vouchers and continue to insist on a cash refund as stipulated by DOT rules.

Regards,
Violetta Krotova

Business Response
Date: 08/26/2024
August 26, 2024

BBB Complaint #******** | 04625595

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

Once again, we regret to remind you that we must decline any requests for further review on this same matter. We hope that you can understand and respect our decision, even if you continue to disagree with it. 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
Initial Complaint
Date:07/03/2024
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.
March 13, 2024. I had purchased round trip tickets for July 3-8 from ******-********* to ************************************************************* to *******************. for myself and my husband and 2 year old daughter. They sent an email on April 28, 2024 that they changed itinerary for one of the flights, I called in and had a resolution. Everything was great, until the night before the flight. June 2, 2024 around 10 PM, I got an email that the same itinerary was canceled. I immediately got on the phone, after waiting for over 30 minutes, a representative was trying to help figure what they can do, but essentially they the solution they were coming up was to stay in ********** on July 3rd till July 6th. I asked about accommodation and I didnt get a confidence answer, I was told to go on the flight and see what they can do. I have a child and on our own, we didnt feel great and safe to do that. I let them know that wasnt going to work, and since they were the ones that canceled, I wanted to canceled the trip. I was told that I had to fill a form but it wasnt guaranteed. I was extremely stressed and a huge inconvenience for us, we missed a family members wedding, and honestly made me lose trust in this airline. The confirmation #: FULXVA July 3rd AUS-MEX, MEX-SLP July 8th SLP-MEX, MEX-AUS This was financed through a company called uplift, and we are wanting the refund. Hopefully we can figure something out.
Business Response
Date: 07/10/2024
July 10, 2024

RE: BBB Complaint #******** | 04365354

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

Thank you for contacting us through the Better Business Bureau.

We would like to inform you that your request is currently being reviewed in the Aeromxico case number 0436-1198.

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 0436-1198.

Ms. ********, Aeromxico appreciates your preference.

Have a nice day.

Cordially,

****** Romellon ******

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 07/12/2024
[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:07/03/2024
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.
A few days ago we had a flight with Aeromexico that had a stop. The first plane we were taking was through ***** their partner and then Aeromexico. We arrived at 4:00am for a 6:00am flight. This first stop was national and not international. The counter for check in does not open until 4:30 am. We attempted online check in and were told to check in in person. We attempted the check in kiosk, were having issues and received no help. In one hour the counter staff helped 3 people, then left for about ******************************************************************************************** when the staff stopped and said they would need to rebook us all because of staff shortage. It was about 30 passengers that were also there extremely early. The clerk attempted calling delta and Aeromexico to rebook us since it was their error and they would not help. It was documented that it was due to staff shortage and not our fault. Aeromexico and delta lies multiple times that no notes existed even though the clerk showed them to us. We have spent a total of 8 hours or more on the phone being bounced back by the airlines. Even after they discussed giving us a refund because it was their error, they now rejected the claim again stating there is no indication that It was due to staff error. I understand we could not change our flight ticket but it is ridiculous that we are missing out on hundreds of dollars due to their ERROR. And we are continuously being lied to by some(not all) stating their is no documentation of the issue to avoid responsibility. We should not be penalized due to the incompetence of their staff both deltas and Aeromexico. One agent tells us one thing and the other tells us its our fault and there is no documentation. Either it is additional incompetence or malicious practices to avoid responsibility. We want a refund for the flight we missed out on due to their error.
Business Response
Date: 07/10/2024
July 10, 2024

BBB Complaint #******** | 04364578

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

In order to proceed with the investigation, please provide us with more information about the reservation or tickets in question.

We kindly ask you to share with us your ticket number (which consists of 13 numeric digits), reservation code (which consists of 6 letters), flight date and flight number of the reservation that you mentioned in your previous e-mail.

We remain attentive to your response.

Cordially,

****** Romellon ******

Ejecutivo de Atencin a ************************* representative
Initial Complaint
Date:07/02/2024
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 6/29 I had a flight scheduled from ****** to ***. I had a snafu with my passport and was advised by the gate agent that I had 10 minutes to resolve it. At that moment people were sill boarding. I was able to resolve the issue in 6 minutes, and returned to the gate, only to be told that they would not allow me to board the flight. The door was still open. The plane sat there for another 15 min. They would not allow me or my husband to board the flight.They did have time to call for my luggage to be removed from the plane.They advised me to return to the ticket counter, saying someone would assist me in getting on another flight at that ******* the ticket counter they said they do not issue tickets, that this could only be one by phone. I called. The call was dropped twice during my call attempts. I finally contacted someone and they advised that I must call through my credit card, as I purchased the ticket through them.I did this. After 2.5 hours on the phone through the travel office with my credit card (the call with Aeromexico was dropped another 3 times and she kept having to call back, having to wait during each call for an operator to pick up) they stated that they would not bump me to a new flight the next day, but that I had to buy a new ticket or pay thousands of USD in change fees.I ultimately had to purchase another 2 tickets to *** for the next day, as well as pay for a hotel froom for the night, all due to the choice made by your gate agent. There is nowhere to lodge a complaint that I could find on the Aeromexico site, and the number listed for customer service for the US is missing a number. This all seems like attempts to evade accountability for fraud.Aeromexico needs to reimburse me on my credit card for the cost of the new flights I had to book: $416.47 x 2 tickets = $832.94 USD I would also appreciate reimbursement for the $60 USD for the hotel room.
Business Response
Date: 07/10/2024
July 10, 2024

BBB Complaint #******** | 04360715

Dear Ms. ************************* 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 0435-9557.

According to the aforementioned, we would like to remind you that it is responsibility of each passenger to have their travel documents ready on hand as well as to comply with the immigration or health provisions established for each destination.

We would like to inform you that passengers must comply with the requirements and possess and carry during their trip valid documentation (passports, visas, tourist cards and vaccination certificates) required by the countries to, from or through which they are going to travel. The passenger is solely responsible for complying with these requirements at all times as well as with other governmental obligations imposed by said countries for their legal stay and / or transit in / through them. It is important to mention that non-compliance with this information or documents at the moment they are required is not attributable to the airline.

Also, after a thorough review of flight AM837, 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.

In addition, we would like to inform you that the tickets 1397059808907, and 1397059808908 of the NNWAKG reservation were purchased through a travel agency. Accordingly, we recommend you to contact your travel agent for assistance and other questions you may have about your agency ticket.
It is important to mention that we cannot perform any action on tickets that were not purchased directly with *********. It is due to the aforementioned that any situation related with tickets issued from a travel agency should be discussed with the travel agency as well.

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

Aeromxico appreciates your preference.

Cordially,

****** Romellon ******

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 07/11/2024
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 dispute that I presented at the counter once the flight was closed. This is not correct, as there were still passengers boarding the plane when I presented to the counter. The gate agent told me I had 10 minutes to resolve the issue. I returned to the counter with my documents, as required, within 6 minutes, but was told the flight was now closed and I could not board. The plane sat at the gate with the boarding equipment attached for another **************************************************************************************************** the requested amount of time with my proper documentation.
Your response is inaccurate and not acceptable.

Regards,

Business Response
Date: 07/12/2024
July 12, 2024

BBB Complaint #******** | 04390802

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

We would like to remind you that it is not possible to proceed with your request since it is responsibility of each passenger to have their travel documents ready on hand at any time as well as to comply with the immigration or health provisions established for each destination. The passenger is solely responsible for complying with these requirements at all times as well as with other governmental obligations imposed by said countries for their legal stay and / or transit in / through them. It is important to mention that non-compliance with this information or documents at the moment they are required is not attributable to the airline.

Also, kindly be reminded that after a thorough review of flight AM837, 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.

In addition, please be reminded that the tickets 1397059808907, and 1397059808908 of the NNWAKG reservation were purchased through a travel agency. Accordingly, we recommend you to contact your travel agent for assistance and other questions you may have about your agency ticket.

Aeromxico appreciates your kind understanding.

Cordially,

****** Romellon ******

Ejecutivo de Atencin a ************************* representative
Initial Complaint
Date:06/23/2024
Type:Customer Service 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 took a plane from ****** to Mexico City, and my baggage was damaged; I reported the damage as soon as I saw it, and representatives in Mexico offered me $600.00 (about USD *****) or that they would send baggage to a repair shop, I explained to them that my residency was in *******. Those options were not good for me; they transferred the case to *******, and I contacted a representative when I landed the next day from my flight from Mexico. The representative told me that she was going to investigate the case; two weeks later, she contacted me and told me that I would have to drop off the baggage at the airport so they could send it to Mexico to repair it, and when ready, I would have to pick it up. My problem is, why should I drop and pick up my baggage when I live near the airport? ********* should pick up the baggage and drop it off at my house. I contacted customer services, and they told me that that was the only option, and I don't think it is fair.
Business Response
Date: 06/28/2024
June 28, 2024

BBB Complaint #******** | 04337535

Dear Ms. **************************** 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 0359-7427.

According to the aforementioned, we would like to remind you that due to the inconvenience caused, we are willing to offer one of the following two compensation options:

- The first one would be an EMD voucher in services with Aeromxico for the value of $600.00 MXN, which can be valid for purchases with Aeromxico.

Please take into account the following usage guidelines:
* One year of validity counting from the day of issue.
* Non-transferable / Non-endorsable / Non-refundable.
* The fare difference must be covered in the event that the new flight has a higher cost. If the cost is lower, you will be issued a voucher for the remaining amount, which you can also use to purchase a new flight.
* Valid to travel on any route operated by Aeromexico. This voucher cannot be used to purchase additional services nor ticket with other airlines.
* Only one Electronic Voucher (EMD) can be redeemed per reservation.
* The exchange can be made through our call center, service fee may apply.
- The second option would be the repair against invoice, for which it would be necessary to attend to a repair agency of your preference and at the time of having the invoice of the repair, send it to us to validate the compensation to be issued.

Please be reminded that one of this two options is the only aplicable compensation.

We remain attentive to your response.

Cordially,

****** Romellon ******

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 07/03/2024
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.

If they are fixing the luggage. I want them to pick it up, fix it, and then drop it off at my residence. They should do the full service since they damaged the luggage.
The options that they are giving me one is ****** Mx pesos and thats like 35 dollars and I wont be able to buy a new luggage and the second option is to take the luggage to a repair center and the the closest one is an hour away from me
unless they want to compesate me the cost of the luggage.

Regards,

*** Gallardo

Business Response
Date: 07/08/2024
July 08, 2024

BBB Complaint #******** | 04364340

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

We would like to remind you that due to the inconvenience caused, we can only offer one of the following two compensation options:

- The first one would be an EMD voucher in services with Aeromxico for the value of $600.00 MXN, which can be valid for purchases with Aeromxico.

Please take into account the following usage guidelines:
~ One year of validity counting from the day of issue.
~ Non-transferable / Non-endorsable / Non-refundable.
~ The fare difference must be covered in the event that the new flight has a higher cost. If the cost is lower, you will be issued a voucher for the remaining amount, which you can also use to purchase a new flight.
~ Valid to travel on any route operated by Aeromexico. This voucher cannot be used to purchase additional services nor ticket with other airlines.
~ Only one Electronic Voucher (EMD) can be redeemed per reservation.
~ The exchange can be made through our call center, service fee may apply.

- The second option would be the repair against invoice, for which it would be necessary that you attend to a repair agency of your preference and at the time of having the invoice of the repair, send it to us to validate the compensation to be issued.

Please be reminded that one of this two options is the only aplicable compensation, and that no additional procedures are available.

We remain attentive to your response.

Cordially,

****** Romellon ******

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 07/16/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not really a good solution but company keeps offering the same thing over and over I will take the *******, since taking my suitcase to a repair will be time and money for me.

Customer Answer
Date: 08/23/2024
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.

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

Regards,

Good afternoon,
My response was that I would take :

I chose the first option. It would be an EMD voucher for ********* services worth MXN ******, which can be used for ********* purchases. Not that was satisfactory but I will take it.

If I go back to the website theres no option for me to re-enter my response. Can you please help with this Issue?

Best Regards,

*** Gallardo

Business Response
Date: 08/28/2024
August 28, 2024

BBB Complaint #******** | 04632046

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

We inform you that with respect to your response and acceptance, the *** voucher, as well as all the guidelines for its use, are attached to this email.

Please note that the *** voucher issued can only be redeemed at Aeromexico in accordance with our regulations and policies.

We recommend you to contact our Reservations Area to request the redemption of your *** voucher.

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

Aeromxico appreciates your preference.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 09/05/2024
[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:06/12/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Last year March 2023 my mother passed away. I purchased by tickets with Aeromexico and as soon as I purchased, I received an email my flights were canceled. I was on the line with the company immediately and they couldnt find another air air. They told me they would file for a refund. 2 months later I started to review and no refund or credit was made. After many attempts and explaining my situation they gave me vouchers. When I spoke to the ***resentative she notified me that the vouchers can be used within one year. I then asked if I can buy the tickets for summer 2024 given I work at a school. She explained as long as you buy them before the July 11 2024. Move forward to this month. I called to reserve my tickets, they told me different information. On the email it doesnt come with politics of how to use the voucher. The ***resentative then explained I have to use the vouchers and be back to ******* by the expiration date. I explained to the *** what I was told and he told me I can write to customer service which I did and they denied my extension. Im very disappointed because I wouldnt have to deal with this if they would send politic verbiage on your voucher. Now, I lose out on $1,530. **************** says theres nothing they can do. Not even extend my voucher a couple of months so I can make my flight end of July and return mid August.
Business Response
Date: 06/14/2024
June 14, 2024

BBB Complaint #******** | 04312025

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

According to the aforementioned, we would like to remind you that after a thorough review of these *** vouchers we have identified that these *** vouchers were issued on July 11, 2023; therefore, the redemption of these *** vouchers should be done before July 11, 2024. Please note that it is not possible to extend or modify the validity of the *** vouchers according to ********* regulations and policies.

We remind you that *** vouchers are valid for one year from the date of issuance for redemption and use, so it is necessary to use them within the corresponding period, otherwise they become expired.

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

Aeromxico appreciates your kind understanding.

Cordially,

****** Romellon ******

Ejecutivo de Atencin a ************************* representative
Initial Complaint
Date:06/09/2024
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.
My flight was scheduled to depart ******, ***** on June 9th, 2024 at 7:50am. I showed up with my wife and kids at 6:40am. The agents were GONE I sent out my wife and kids through security without their bags while I took time to figure things out. They boarded the plane. I was stuck in ****** because of their incompetence. I am not allowed to go through security with a large suitcase. Their customer service is not existent, I went through several minutes before reaching someone on the phone who could not help me. Their WhatsApp is in Spanish. I missed the flight because their agents left the desk early. I want a voucher or a refund, but the company is refusing to acknowledge my complaint. They tried to tell me that I needed to prove that I was at the airport, then they switched the story stating that I needed to be at the airport 3 hours before my flight.
Business Response
Date: 06/12/2024
June 12, 2024

BBB Complaint #******** | 04303739

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 AM2687, according to our records, the aforementioned flight was closed and addressed in accordance with current procedures. Unfortunately when you presented yourself to the check-in counters the flight had already been closed for checking and drop off luggage; it is important to mention that all airlines depend on multiple instances to be able to operate a flight in a timely fashion. That is why you are required to arrive at the Airport 180 minutes prior to the departure time; these are minimum time-frames. If not adhered to, the airline is no longer responsible for any complications which may result.

In addition, we identified that the ticket 1397035012402 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.

However, we would like to inform you that your ticket was purchased through a travel agency. Accordingly, we recommend you to contact your travel agent for reimbursement assistance and other questions you may have about your agency ticket.

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

Aeromxico appreciates your preference.

Cordially,

****** Romellon ******

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 06/19/2024
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.

My family and I arrived at the airport nearly 1 hours before our flight. The negligent airline, Aeromexico, did not have agents available to check us in. My wife and kids went ahead through security, leaving me with the luggage. They made it to the gate with plenty of time, but the incompetent Aeromexico agents were surprised they passed security without boarding passes. Despite this, my wife and kids were allowed to fly without any luggage.
Aeromexico refused to help me and didnt offer another flight. They continue to gaslight me by stating that it's their policy that customers must arrive 3 hours before the flight, but this is actually a recommendation, not a policy. Instead of acknowledging their incompetence, they blamed me. They didnt offer a travel voucher or any alternative arrangements for a flight to ****** the next day.
This negligent company has shown a lack of care for their customers, refusing to take responsibility or address the actions of their incompetent employees.
Regards,

Business Response
Date: 06/21/2024
June 21, 2024

BBB Complaint #******** | 04329869

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

Kindly be reminded that the regulation was implemented correctly, since after a thorough review of flight AM2687, according to our records, the aforementioned flight was closed and addressed in accordance with current procedures. Unfortunately when you presented yourself to the check-in counters the flight had already been closed for checking and drop off luggage; it is important to mention that all airlines depend on multiple instances to be able to operate a flight in a timely fashion. That is why you are required to arrive at the Airport 180 minutes prior to the departure time; these are minimum time-frames. If not adhered to, the airline is no longer responsible for any complications which may result.

Please be informed that the other passengers in the reservation were allowed to board the flight on an exceptional basis due to boarding time limits, as the flight was being closed.

In addition, we remind you that the ticket 1397035012402 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, it was not applicable a protection on the next available flight.

However, please be reminded that your ticket was purchased through a travel agency. Accordingly, we recommend you to contact your travel agent for reimbursement assistance and other questions you may have about your agency ticket.

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

Aeromxico appreciates your kind understanding.

Cordially,

****** Romellon ******

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 06/26/2024
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.

180 minutes that you mentioned, is that a policy or suggestion? ******** lighting your customers and do what is right. Take responsibility that your staff neglected to check in a family of 4. Aeromexico is run by incompetent people who have no regard for their customers . Your staff left the front 1 hour and 30 minute before the scheduled flight.
I want a travel voucher or a refund on my plane ticket.
TAKE RESPONSIBILITY FOR TOUR STAFFS INCOMPETENCE

Regards,

Business Response
Date: 07/04/2024
July 04, 2024

BBB Complaint #******** | 04363069

Dear Mr. ***************************** 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, kindly be reminded that the regulation was implemented correctly, since after a thorough review of flight AM2687, according to our records, the aforementioned flight was closed and addressed in accordance with current procedures. Unfortunately when you presented yourself to the check-in counters the flight had already been closed for checking and drop off luggage; it is important to mention that all airlines depend on multiple instances to be able to operate a flight in a timely fashion. That is why you are required to arrive at the Airport 180 minutes prior to the departure time; these are minimum time-frames. If not adhered to, the airline is no longer responsible for any complications which may result.

We inform you that this information corresponds to our legal policies, according to our Contract of Carriage section 5.1:

"Passengers are obligated to observe the minimum time periods prior to check-in at the airports involved in their itinerary, from their origin to their final destination.

Minimum time periods vary depending on departure cities, but an anticipation of two hours for Domestic flights and three hours for International flights is recommended.

Aeromexico and/or Aeromexico Connect shall not be liable under any circumstance for passengers who, due to their failure to adjust to the minimum arrival time periods for check-in miss their flight."

We share with you the following link in which you can review this information:

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

Please be reminded that the other passengers in the reservation were allowed to board the flight on an exceptional basis due to boarding time limits, as the flight was being closed.

In addition, we remind you that the ticket 1397035012402 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, it was not applicable a protection on the next available flight.

However, please be reminded that your ticket was purchased through a travel agency. Accordingly, we recommend you to contact your travel agent for reimbursement assistance and other questions you may have about your agency ticket.

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

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

Cordially,

****** Romellon ******

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 07/12/2024
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.]

Regards,

The fact is that these delinquents attempted to leave a family stranded in ******, and they continue to gas light us. Shame on you AeroMexico, the right thing for you to do is to give us a refund or vouchers for a future flight.
I already explained what these irresponsible thieves have done, Im not going to type it again.
Shame on you

Business Response
Date: 07/12/2024
July 12, 2024

BBB Complaint #******** | 04391765

Dear Mr. ***************************** 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. As stated in the previous response, we must remind you that the regulation was implemented correctly, since after a thorough review of flight AM2687, according to our records, the aforementioned flight was closed and addressed in accordance with current procedures. Unfortunately when you presented yourself to the check-in counters the flight had already been closed for checking and drop off luggage; it is important to mention that all airlines depend on multiple instances to be able to operate a flight in a timely fashion. That is why you are required to arrive at the Airport 180 minutes prior to the departure time; these are minimum time-frames. If not adhered to, the airline is no longer responsible for any complications which may result.

Kindly be reminded that this information corresponds to our legal policies, according to our Contract of Carriage section 5.1:

"Passengers are obligated to observe the minimum time periods prior to check-in at the airports involved in their itinerary, from their origin to their final destination.

Minimum time periods vary depending on departure cities, but an anticipation of two hours for Domestic flights and three hours for International flights is recommended.

Aeromexico and/or Aeromexico Connect shall not be liable under any circumstance for passengers who, due to their failure to adjust to the minimum arrival time periods for check-in miss their flight."

We share with you the following link in which you can review this information:

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

Please be reminded that the other passengers in the reservation were allowed to board the flight on an exceptional basis due to boarding time limits, as the flight was being closed.

In addition, we remind you that the ticket 1397035012402 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, it was not applicable a protection on the next available flight.

However, please be reminded that your ticket was purchased through a travel agency. Accordingly, we recommend you to contact your travel agent for assistance and other questions you may have about your agency ticket.

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

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

Cordially,

****** Romellon ******

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 07/30/2024
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.

Your response clearly shows that Aeromexico is run by demented individuals who doesnt care about customers. **********************, a company run by ******** individuals refuse to take responsibility for their incompetence. This company left my family with two small kids stranded at the Airport. Shame on you.
STOP GASLIGHTING YOUR CUSTOMERS
Regards,

Business Response
Date: 07/31/2024
July 31, 2024

BBB Complaint #******** | 04567795

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

Please be advised that we have thoroughly reviewed your request and unfortunately we are not able to authorize it.

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

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 08/06/2024
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.

Your company is run by degenerates , irresponsible twats. Aeromexico is a reflection of Mexico, a corrupt s* hole.
Congrats of stealing from a family.

Regards,
Initial Complaint
Date:05/30/2024
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 May 21st, 2024 we traveled with aeromexico from ***, **** to *********** MX. It was flight # *** Aeromexico. Upon arriving in ***, one of our checked bags was missing. We made a report. For 5 days they kept looking for it. On day 6 they delivered it in *********** at the address we were visiting. Upon opening our bag, we see that many items are missing. Perfumes taken out of toiletry bags, a bag full of expensive make up *** a soccer ball. Aeromexico said to file a report by emailing ************************************ with list of items and prices so they can reimburse us. Today, they emailed me saying they are sorry but are unable to reimburse us for the items because "they dont qualify". Im not sure whay that means "qualify", but I know someone went through our bag and picked and chose what to grab from the bag. The list of stolen items missing from my bag total close to $1,000! Make up and perfumes are expensive. I work hard to buy my things just to have someone take my things for free without consequences. I cannot believe stealing from bags that we are paying to be transported os being condoned by **** company. I need to be reimbursed for the items they took. I dont need an apology. I need either my items back or money to buy them again.
Business Response
Date: 06/06/2024
June 06, 2024

BBB Complaint #******** | 04279132

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

According to the aforementioned, we would like to remind you that your missing items are not allowed in the baggage allowance, therefore, it is not possible to provide a positive response to your request, this is stipulated in the Contract of Carriage section 4.5:

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

However as a one time exception, it was authorized at the case number ********* an *** voucher for services for a total of $154.69 USD ($2,571.17 MXN) under Mr. ***** ******* name to be used on his next trip with the following terms and conditions:

- Upon receiving your voucher, you can contact us through the following channels: Call Center (*********), Travel Stores, and the website (********************************************).&nbsp;
- Vouchers cannot be transferred or endorsed.
- Vouchers are non-refundable.
- Vouchers cannot be combined with other compensation.
- Vouchers can only be redeemed on Aeromxico and/or Aeromxico Connect flights.
- ********** services such as seat selection or extra luggage are not covered by the voucher.
- Vouchers are not valid for Aeromxico Vacations.
- Vouchers are valid for one year from the date of issuance.
- AM Rewards Points are accumulated according to the purchased fare when the voucher is redeemed.
- Customers will be subject to the airline's fare policies and restrictions.
Ms. *******, we will wait for your response to proceed with the issuance of the *** voucher. The deadline for issuing the *** voucher will be June 20, 2024.

Cordially,

****** Romellon ******

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 06/07/2024
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.
Providing me a voucher for future travel does not replace the stolen items from our checked bag. We do not plan on using aeromexico anytime soon.
How is it that our stolen items are not in the allowed items to be compensated for?
We checked our bag to make sure our items were safe. Over $900 were stolen from our bag between make up *** perfumes. Someone opened our bags, went through them *** kept what they liked. How is this justifyable to your company? Saying that our items simply do not qualify to be compensated is condoning theft in your company.
Please come up with a better resolution than a $150 voucher that we will never use.
Regards,
******* *******

Business Response
Date: 06/12/2024
June 12, 2024

BBB Complaint #******** | 04305056

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

We would like to remind you that your missing items are not allowed in the baggage allowance, therefore, it is not possible to provide a positive response to your request, this is stipulated in the Contract of Carriage section 4.5:

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

However as a one time exception, it was authorized at the case number 0427-5206 an *** voucher for services for a total of $154.69 USD ($2,571.17 MXN) under Mr. ***** ******* name to be used on his next trip with the following terms and conditions:
- Upon receiving your voucher, you can contact us through the following channels: Call Center (*********), Travel Stores, and the website (********************************************).&nbsp;
- Vouchers cannot be transferred or endorsed.
- Vouchers are non-refundable.
- Vouchers cannot be combined with other compensation.
- Vouchers can only be redeemed on Aeromxico and/or Aeromxico Connect flights.
- ********** services such as seat selection or extra luggage are not covered by the voucher.
- Vouchers are not valid for Aeromxico Vacations.
- Vouchers are valid for one year from the date of issuance.
- AM Rewards Points are accumulated according to the purchased fare when the voucher is redeemed.
- Customers will be subject to the airline's fare policies and restrictions.
Ms. *******, we remind you that this is the only procedure applicable to the present situation. We will wait for your response to proceed with the issuance of the *** voucher. The deadline for issuing the *** voucher will be June 20, 2024.

Cordially,

****** Romellon ******

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

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