Aeromexico
Reviews and Complaints

https://www.complaintsboard.com/new_complaint/

This is a kindly reminder regarding you case [protected].

Subject Case: charges
Description:

Ticket number(s), [protected] and [protected]

Date travel 19 April 2018

Route of travel - From Austin, TX to Puerto Vallarta and return

From: [protected]@salesforce.com [mailto:[protected]@salesforce.com] On Behalf Of AM Complaint Team
Sent: Wednesday, May 30, 2018 5:31 PM
To: [protected]@hot.rr.com
Subject: RE: charges | Case # [protected] [ ref:_00Dd0esfE._5000V1Bo2Ln:ref ]

Dear Mr./Mrs. Martha,

This is a kindly reminder regarding you case [protected].

Please share with us the information / documents requested on previous email in order for us to be able to provide an answer to your problem/ request.

*Respond always in the same email thread, without modifying the subject*

Subject Case: charges
Description: We are oin need of ticket number, date and route of travel

Thank you
ORLANDO ROMAN GONZALEZ LOPEZ

May 22, 2018
Martha Green
4801 Greenlee Dr
Killeen, TX [protected]
USA
Claim Number: [protected]
Bill ID: [protected]-001
Dear Martha Green,
Good news! We have processed a payment on the claim you recently filed with Allianz Global Assistance.
If your financial institution is unable to process the electronic payment, a check will be sent to your
address on file.
Please contact us if you have any questions about your claim or payment.
Based on the claim documents you submitted and your policy coverage, we are unfortunately unable to
issue payment for the full amount of your claim. Please see details below:
Your claimed expense amount of $846.94 was adjusted according to the terms of your policy, and we are
issuing a $350.00 approved claim payment. The following Trip Cancellation benefit coverage features
guided the adjustment:
Reason:
 The amount you submitted with your claim exceeded the coverage amount provided under your
policy. Please refer to your Letter of Confirmation for specific coverage details.
Other coverage may be available under this plan or other insurance. Review your policies for details, or
contact us for more information.
We're glad we could be there for you and would like to know about your experience. Your feedback is
very important to us and will help us improve our services for the millions of people who use Allianz
Global Assistance each year.
Thank you again for choosing Allianz Global Assistance. We look forward to protecting you next time.
Sincerely,
The Claims Department
Allianz Global Assistance
Allianz Global Assistance
P.O. Box 71533
Richmond, VA [protected]
TRVL_PARTPAY
REV 01/2018
Insurance benefits underwritten by Jefferson Insurance Company. Plan administered by AGA Service

Complaint to Priceline 23 May 2018
Unethical Representative Behavior (Mark)

Name of flight manifest: Martha Allen Green
Date of original flight: 18 April 2018
Flight/reservation #: [protected]
Cost: $339.91 ECONOMY
Trip Protection plus 22.75
Total $362.66

Due to my emergency room visit the early hours of 18 April 2018, I was late arriving to the Austin airport for my flight to Porto Vallarta. The Plane had been boarded. There was no other flight that day.
I live 70 miles away and in great pain, I booked a room in Austin to fly out the next day.
I called to rebook my flight for the next day, 19 April 2018 and spoke with Irais, who gave me a cost of $692.97. I wasn't given a confirmation number.
I called back around 1800/6 p.m. to get the confirmation number.
I spoke with Mark, who said I didn't have a new reservation for 19 April 2018. I gave him the information I had about the flight at the same time the next day as that was the only one to Puerto Vallarta from and return to Austin, TX.
Mark started rebooking my flight again to Puerto Vallarta for 19 April 2018 for the same time as on the 18 April 2018. He was booking the flight and said oops, that's gone. He (Mark) said the cost would be $851.94. He never said/mentioned at any time, this new cost was after a deduction for the original flight; what the class was, Economy, Premium Economy or Business, or I-Business. Nor did he state that there was an exchange fee of $100.00 and a Service fee of $30.00.
I feel as if I have been price gouged and my situation taken advantage of; Relying on Marks Unethical Behavior

From: [protected]@service.priceline.com [mailto:[protected]@service.priceline.com]
Sent: Wednesday, April 18, 2018 7:09 PM
To: [protected]@HOT.RR.COM
Subject: Priceline Ticket Exchange Receipt for Itinerary #[protected]

Dear Customer,

Per our discussion, your tickets have been changed and the following is a financial breakdown of the exchange:

Ticket Information: Per Ticket Amount Total Amount
Original Ticket Base Fare: $215.00 $215.00
Original Ticket Taxes: $124.91 $124.91
Original Ticket Total: $339.91 $339.91

New Ticket Base Fare: $932.00 $932.00
New Ticket Taxes: $124.85 $124.85
New Ticket Total: $1056.85 $1056.85

Airfare Difference: $716.94 $716.94
Airline Charges:
Fare Difference: $716.94 $716.94
Exchange Fee: $100.00 $100.00
Total Airline Charges: $816.94 $816.94
priceline.com Charges:
Service Fee: $30 $30
Total priceline.com Charges: $30.00 $30.00

Total Amount Charged for Exchange: $846.94 $846.94
Date of Exchange: Wednesday, April 18, 2018
Please visit the Check Status section of our website to view your updated itinerary. If you have any questions, please contact our Travel Services department.

Thanks,
priceline.com Customer Service
13

From: [protected]@cs.priceline.com [mailto:[protected]@cs.priceline.com]
Sent: Wednesday, April 18, 2018 7:09 PM
To: [protected]@HOT.RR.COM
Subject: Important Information Regarding Your Travel to Puerto Vallarta

Dear MARTHA GREEN,

Below is a copy of your itinerary:

MARTHA.ALLEN GREEN Trip Locator: 3UPWDP

Electronic Ticket Number: [protected]

Flight: Thursday, 19 April 2018 Airline Reference: HBJUEQ
Austin (AUS) to Mexico City (MEX)
Aeromexico - Flight AM 2687 Status: Confirmed
Aeromexico

AM2687* Depart
Austin Bergstrom International Airport
Austin, TX, US
Thursday, 19 April 2018
1:45 PM
Arrive
Mexico City Juarez Int'l Airport
Mexico City, MX
Thursday, 19 April 2018
4:10 PM
Terminal 2 Status: Confirmed
Cabin Class: I-Business Class
Duration: 2h 25m
Miles Flown: 762
Aircraft: E90

Meal Service: Cold Meal
*OPERATED BY AEROLITORAL DBA AEROMEXICO CONNECT
AM

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

Passenger(s) Seat Requested Services
MARTHA.ALLEN GREEN 01D Confirmed

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

*Frequent Flyer:

Flight: Thursday, 19 April 2018 Airline Reference: HBJUEQ
Mexico City (MEX) to Puerto Vallarta (PVR)
Aeromexico - Flight AM 0148 Status: Confirmed
Aeromexico

AM0148* Depart
Mexico City Juarez Int'l Airport
Mexico City, MX
Thursday, 19 April 2018
8:15 PM
Terminal 2 Arrive
Puerto Vallarta Ordaz Airport
Puerto Vallarta, MX
Thursday, 19 April 2018
10:03 PM
Status: Confirmed
Cabin Class: I-Business Class
Duration: 1h 48m
Miles Flown: 396
Aircraft: E90

Meal Service: Refreshments
*OPERATED BY AEROLITORAL DBA AEROMEXICO CONNECT
AM

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

Passenger(s) Seat Requested Services
MARTHA.ALLEN GREEN 03D Confirmed

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

*Frequent Flyer:

Flight: Sunday, 22 April 2018 Airline Reference: HBJUEQ
Puerto Vallarta (PVR) to Mexico City (MEX)
Aeromexico - Flight AM 0157 Status: Confirmed
Aeromexico

AM0157* Depart
Puerto Vallarta Ordaz Airport
Puerto Vallarta, MX
Sunday, 22 April 2018
6:00 AM
Arrive
Mexico City Juarez Int'l Airport
Mexico City, MX
Sunday, 22 April 2018
7:35 AM
Terminal 2 Status: Confirmed
Cabin Class: U-Economy Class
Duration: 1h 35m
Miles Flown: 396
Aircraft: E90

Meal Service:
*OPERATED BY AEROLITORAL DBA AEROMEXICO CONNECT
AM

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

Passenger(s) Seat Requested Services
MARTHA.ALLEN GREEN

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

*Frequent Flyer:

Flight: Sunday, 22 April 2018 Airline Reference: HBJUEQ
Mexico City (MEX) to Austin (AUS)
Aeromexico - Flight AM 2686 Status: Confirmed
Aeromexico

AM2686* Depart
Mexico City Juarez Int'l Airport
Mexico City, MX
Sunday, 22 April 2018
10:05 AM
Terminal 2 Arrive
Austin Bergstrom International Airport
Austin, TX, US
Sunday, 22 April 2018
12:30 PM
Status: Confirmed
Cabin Class: U-Economy Class
Duration: 2h 25m
Miles Flown: 762
Aircraft: E90

Meal Service: Cold Meal
*OPERATED BY AEROLITORAL DBA AEROMEXICO CONNECT
AM

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

Passenger(s) Seat Requested Services
MARTHA.ALLEN GREEN 17A Confirmed NONE

Airline Confirmation #: HBJUEQ

Passenger / Ticket Number:

MARTHA GREEN [protected]

Airlines adjust flight schedules for various reasons; this is a common practice and and since your airline can continue to change flight schedules, please call the airline to confirm your flight information prior to each departure. As a reminder, if your itinerary includes a codeshare flight, you are required to check-in with the operating carrier upon arrival at the airport.

We hope you find this information helpful.

Sincerely, Priceline.com Travel Services Team.

Please do not reply to this e-mail. E-mails sent to this address will not reach an agent. To e-mail us, please visit the Help Section of our website

I had been told to contact the complaint department regarding our flight that had to be canceled last December d/t work circumstances since I am a nurse and we had flight insurance because this had the potential to happen. I was used to other flight insurance as covering this, whereas, on AeroMexico it only covers luggage. When I canceled I was told that we could use the flights for all 3 of us within the year. Needless to say, I found out that there was a penalty fee associated with this cancellation of $200 dollars/each to which I am very upset about. We had purchased the flight which costs over $1400 dollars for all 3 of us and now they are telling me we can only get $800 of that back to use on our next flight in August! The ticket agent informed me to write for an appeal to get our penalty fee removed but the person who responded did not understand and thought that I had wanted to book from another airline.

Your 5 hours flight delay (from SP to Mexico - Mar, May 22 AM 15 GRU Hacia MEX - Ms Sueli Toledodesousa) caused my mother to miss her connection to London and stay in Mexico for 20 hours (from 3 am to 11 pm)

Due to this, we have incurred the following expenses:

- Hotel
- Train from London to Edinburgh (she missed her flight to her final destination in Edinburgh)

I would like to receive the refund for the expenses incurred due to so many delays.

Please inform asap.

Maira Toledo
[protected]@gemstonesbrazil.com

I made travel reservation from Sacramento to Guadalajara for myself and my 80 year old aunt. The travel was scheduled for May 23, 2018 and returning on May 31, 2018. I paid for both tickets with my credit card.

On May 15, 2018, I was informed that my daughter, who is pregnant has a serious condition and if thinks continued the same she would be placed on bed rest in the hospital. I immediately called the airlines with my intention to cancell the trip at this time. I did not request a refund, I just requested a credit and I was denied. I was told that the flight was non-refundable. I do not want a refund, I just want a credit for the future.

I have been using Mexicana - Aeromexico for the last 20+ years during this particular period as I travel annually for my grandfather's post mortum anniversary. I am very disappointed that this is the treatment I got.

I am scheduled to leave tonight, but I cannot as my daughter entered the hospital this morning at 7:45 a.m. All I ask is that I be given credit for the two tickets. My aunt cannot travel by herself and I paid for both.

I Jose cervantes, flew on 5/15/18 from Guadalajara to Sacramento Ca. When I got home and opened my luggage, all of my jewelry was gone. The amount of jewelry was more than $2, 000 worth. I am completely devastated. I tend to always fly out of my country using Aeromexico airlines. I want something done or I will get an attorney and move forward to court procedures and contacting the news to inform everyone of this incident.

I am beyond frustrated with this airline. I purchased a ticket via online on 5/11/2018 for a friend to fly from on 5/12/2018 . However, when she arrived at the airport on Saturday MAY 12 at 4:00AM the representative told her that the ticket was not paid for and that they could cancel it and the ticket would not be charged. I called my bank that same morning and they informed me that they did approve the payment but Aeromexico hadn't taken out the payment yet. I sent over a screenshot of the payment from my bank to friend to show front desk rep but even with that the representative from Aeromexico didn't provide her with the ticket. Front desk rep at airport said they would have to cancel ticket and no funds would be take out. I called Aeromexico again at around 6am and spoke to Jorge and he informed me that the ticket had been cancelled at airport and no funds should be taken out.

I checked my bank Monday 5/14 morning and the funds have been taken out for a ticket that was cancelled Saturday morning for the error that they did not take the payment after my bank had approved it. I called this morning and spoke to Sandy Huerta from Aeromexico customer support and she informed me that she had no documentation of the previous scenario. She stated that the ticket was paid for and the passenger was a "NO SHOW". Which is completely incorrect because the previous rep I spoke to Jorge informed me that the ticket was cancelled at front desk.

I emailed their complaint team and they did not bother to call me. They emailed me stating that the reason the flight was not refundable was because passenger was late. Again she arrived 5hours early to the airport therefore that is not true. I emailed them again stating that she was early and they informed me that they now see that the ticket was cancelled at front desk but would have to call DELTA for further information. Which makes no sense because my bank stated AEROMEXICO took the payment. I called DELTA and they informed me that they are unable to provide me with the refund and insisted that I need to contact Aeromexico. I believe they are all lying about the incident to not provide a refund and I am very upset that they would do such thing. My friend wasn't able to fly because they stated ticket was not paid for but yet I got charged for it. This Airline is fraud and I wouldn't recommend it to anyone.

I bought a plane ticket yesterday and when I got the confermation in my email it wasn't under my name. I'm leaving tomorrow morning flight is at 12:55pm I would like to get the name change authorized . The name the ticket should have is Jose Socorro Villagomez Almanza . The Confermation code is NOYUTM . Please and thanks I paid with my credit card I spent good money on the ticket for me not to be able to go tomorrow so please fix it. Email is [protected]@yahoo.com

We flew from Monterrey to NYC on May 1st 2018 and we ordered for my Mom a wheelchair. They didn't give us the wheelchair and they sat us in the last seats of the plane. The flight attendants were very rude and they were chatting the whole flight very laud that my mom had a headache. She asked for a pill for that and they said they didn't have any. I asked for a drink and they rolled eyes on me. Absolutely the rudest flight attendants I have ever seen.

Hi, My name is Miguel Munoz, my reason of complaint is that my flight was book twice and charge twice under the same name, the first intent flight com. #DKSPVQ told me that there's was an error and try again, so I did and the second intent went though com.# ZTZRSY from SFO to GDL on June 2, 18. So I would like that # DKSPVQ be cancel and be refund for the first intent. Thank You.

My name is [removed] , Reservation code #CIOVIE.
I flew with your company on March 2nd from Mexico City to JFK.
My first flight was canceled, and my second flight was delayed for more than an hour.
Please send me the statements of delay from the common carrier verifying the reason for the delay for these two flights. I need it ASAP. Thank you.

I left my phone in my seat in Mexico City last weekend and when I realized it 10 minutes later, they wouldn't let me go back to the plane and get it.

Their staff told me I would have to leave security and wait at lost and found (and miss my connecting flight) if I hoped to ever see it again.

Their staff also told me that they wouldn't ship it to me and she actually asked me why I left it in my seat as if to intentionally insult me.

I went to their website and sent in a customer service request. I got an email confirmation that they would be in contact with me, and that was over a week ago. I don't expect to hear anything back because it's obvious that they don't care.

Aeromexico doesn't care about their customer's belongings. The airline doesn't care, and their staff doesn't care.

My name is Nina and on February 27 2018 My friend and made our reservations for our vacation to Mexico. Reservations were made for the same dates going and coming back April 5 2018 thur April 10, 2017. My reservation confirmation # was SCHKUJ. When we were leaving I noticed that my flight coming back home was still delay in Mexico for following day which meant that I would have to stay in Mexico another night alone. We called and explain to the man what had happen and if he could reschedule my ticket so we would be able to come back home together? He said there was nothing he could do and that I would have to buy another ticket in order to be able to back home together. Which we ended having to purchase another one and paid ($567.73) MUCH more than what we paid on a round trip $441.. They said they couldn't reschedule my ticket because they were no seats available, for the exchange only for purchase. When we finally bored the plane we notice that they were alot of empty seats available! We are TWO seniors ladys that are trying to enjoy our latter years and this just kills it there was no understanding of any kind WE feel like we were rob and I just want a refund. I had to borrow that money WHICH I didn't have. PLEASE REFUND ME THAT MONEY BACK!

I called Justfly.com and made a complaint with them too and they called Aeromexico but they said i have to make a complanit on line which i did again for the 3rd time! Mia was her name

My sister and I recently had to cancel a trip due to my job loss. We booked this vacation in July of 2017 and we barely were able to get a flight out of O'Hare. Trip was cancelled in March 2018. We would like to rebook for March 2019 but were told our flight voucher is only good until July 19th of 2018 I can almost guaranty that we would not be able
to get a flight or room with such a short time. I would like to request an extension on the voucher that would be good through through June 2019 or a refund of purchase price. Why should we be out $800 when you can resell our original seats at probably a lot more than we paid plus you keep our money? Sincerely, sherry Smith and Debbie Zuzinec. Original ticket # is [protected].

notre code de réservation DAVRSC Avril 14 2018
eticket [protected] 5 asiento 9A
eticket [protected] 6 asiento 9B
Nous avons réservés nos billets en octobre 2017
et avons payés pour nos sieges en octobre 2017
Nous avons arrivés dans l avion a nos sieges face a un mur, pas de HUBLOT
Nous étions vraiment déçus. et aussi pas d espaces pour les jambes.
Je ne comprend pas cette situation, puisque nous avions pris la peine de Payer pour nos sieges en octobre.
J ai signalé a l hôtesse de notre déception, il a dit qu il arrangerait cela,
mais il n est jamais revenu nous voir.
Avec Aeromexico les autres voyages que nous avons fait étaient vraiment bien... Cette fois ci... grande déception. nous ne pouvions rien voir.
Je voudrais SVP des explications. et des compensations.
Merci

Dear Sir/madam,
I took Aeromexico flight from Tijuana airport (TIJ) to George Bush International airport (IAH). Following are my flight details:-
21 Apr 2018 - AM 173 - Fm TIJ (Tijuana) to MEX (Mexico City) - Dep TIJ 01:20 am
21 Apr 2018 - AM 172 - Fm MEX to IAH (George Bush Intl.) - Dep MEX 09:00 am.
My E-ticket number is :- [protected]
My Baggage claim:- AM [protected] (It was handed over to Ms. Monica, Aeromexico representative who filled up baggage claim form at IAH).
She told me that someone from Aeromexico will call me and let me know the about my missing baggage. She also gave me the following number to call :- (+1 [protected]).
In tried to call this number several times and left voice messages to call back but sorry to say that this number does not seems to be attended by anyone and till date I have not received any call from Aeromexico.
I do not know any other way to call Aeromexico and find about my missing baggage.
I have to leave for my business trip in couple of days and now I am really worried if my baggage does not show up by then as I have my business suits inside the baggage which I wear during my meetings.
Appreciate if someone can guide me how to reach Aeromexico customer service where I can speak with a representative rather than hearing an automated message.
Kind regards
Capt. Dhirendra Singh Rawat
Tel: +1 [protected]

My name is nina and on february 27 2018 my friend and made our reservations for our vacation to mexico. Reservations were made for the same dates going and coming back. My reservation confirmation # was schkuj. On march 11 2018 I notified that my reservation had been cancelled, I would stay in mexico until the following day that we were suppose to come back home my friend adela called and she was assured that the reservation had been booked back again together. Adela called because at that time I didn't have the plan to make international calls on my phone. When we were leaving I noticed that my flight coming back home was still delay in mexico for following day which meant that I would have to stay in mexico another night alone. We called and explain to the man what had happen and if he could reschedule my ticket so we would be able to come back home together? He said there was nothing he could do and that I would have to buy another ticket in order to be able to back home together. Which we ended having to purchase another one and paid much more than what we paid on a round trip. They said they couldn't reschedule my ticket because they were no seats but when we got in the plane they were plenty of seats available! Empty we are two seniors trying to enjoy our latter years and this just kills it there was no understanding of any kind we feel like we were rob and we just want a refund. I had to borrow that money which I didn't have. Please refund me that money back!

We are very angry with AeroMexico! This was the first and probably the last time we will go through AeroMexico. We flew out of Guadalajara early morning April 9th the airplane took off on time then 20 minutes into the flight they announced that they had to land in some small place to ReFuel I don't know why they wouldn't know this before we flew out. So we landed they fueled up then they landed again in Mexico City. We weren't told anything just that we have to get out of the plane and wait in Mexico City. So we get out and we on our own had to figure out what to do so to make a long story short they kept us in the airport for 24 hours they didn't provide us with food or hotel. I ended up getting really anxious and had a panic attack and my feet swelled up and were tingling I was afraid I was going to have a blood clout. Our whole vacation was so nice up until this point. I work for a law firm and have for 40 years. The lawyers said we should get compensated fully.
The names on the tickets are.
AEROMEXICO

Ranjeet Kaur Gill Eticket [protected] 4
Shangara Singh Gill. Eticket [protected] 6

It was a third party booking It was charged to Visa # [protected]

Please get back to me ASAP

Thanks Ranjeet

We had 4 flights booked from Mexico City to San Jose Del Cabo on August 31 2017, leaving Mexico City at 8:00pm that were cancelled due to bad rain storms and hurricane warnings. The boarding pass says it was fight AM282 B5ED40, confirmation NTSBAU, ticket #[protected], [protected], [protected] [protected] The names on the tickets are Irma Jean Shelton, James Gregg Shelton, Jayne West, James Capezzuto. United Airlines said that I needed to call you for a refund on this portion of the ticket that was not used that they are not able to pull up information and can not verify that the tickets were not used to issue refund. Please call me Irma Jean Shelton at [protected] for any other information that may be needed. my email address is [protected]@aol.com

I was unable to travel to and from Mexico on April 10th 2018 and returning April 16 2018 tickets #NKJOCY do to a medical emergency that occurred with my 15 year old daughter. We purchased the tickets well before she was diagnosed. She had been seeking medical assistance for the diagnosed condition and receiving treatment after we purchased the tickets and felt that travel would be O.K. but within 2 days of travel it was determined the travel was not possible. My wife and twin 10 year old daughters were able to travel. If no refund can be made I would be fine with a credit that could be used next year about this time or sooner. If any credits could have an expiration date of 5-1-19 would be great. I can submit a supporting letter from her Doctor if needed. Thank you for your consideration Shawn Beddingfield.

Hello, my name is Philip Morello, and this is my 2nd complaint letter. I wrote a letter back March 29/2018 and never got a reply.March 21/18 my spouse and I (Lucia Morello)checked in at the Acapulco airport to Mexico City and connecting flight to Detroi mi. Flight #310. we spend the night at the airport.The next morning March22/18 at 9:05 am we took flight #430 to DTW Airport.apperently our luggage were not on the same flight.We file a claim #DTWAM10079 for missing luggage with Delta airline.We received our luggage on March 26/18 2:00pm .I want to bring to your attention there was about $1000 item stolen from the luggage that were left behind in Mexico.I would like to be compensated for the value of the stolen item.Thank you.

Philip Morello