Aeromexico
Reviews and Complaints

On December 17th, 2016 my family and I started our very important travel day with news that our first leg of our flights had been delayed from SFO to Phoenix. The first of delays caused us to miss our connecting flight in Phoenix so we made new reservation departing from San Jose (a 40 minute $200 taxi ride) from our home in Oakland to now LAX. Since our connecting flight was no longer in Pheonix, we had no choice put to purchased four (4) AeroMexico first class tickets from LAX to Guadalajara (reservation code CTIAYX, flight AM 0641), as these first class tickets were the only available seats and we lost our Pheoniz flights to Guadalajara. Now our second delay was from San Jose. Once we landed in LAX and we ran through parking lots (faster than taking the tram) as the International terminal was way on the other side from where our San Jose flight had landed. Once we arrived at the AeroMexico counter with tickets in hand, we were told that the flight was no longer available "gate closed". After I was composed and pleaded with the agent to please find us a flight we were giving four middle seats on standby for later that night.

We request a refund for the difference from four first class tickets and the four middle seats given to us. RFC: AME880912189 Jimenez-Smith and Smith family members; Carmen Jimenez-Smith - Ticket Number [protected] for $1, 093.43, Michael Smith - Ticket Number [protected] for $1, 093.43, Ayden Jimenez-Smith -Ticket Number [protected] for $1, 093.43 and Lukas Jimenez-Smith - Ticket Number [protected] for $1, 093.43 for a total of $4, 373.72 for a flight we were not able to take.

Please call me if you need additional information or would like to talk with me about this partial REFUND REQUEST.

Carmen Jimenez-Smith
[protected]

hola mi nombre es francis castro mi numero de reservación es KHQPLK
lo cual yo pido que si me pudieran cambiar los boletos para viajar aquí adentro de los estados unidos, el motivo es porque con el presitente que tenemos ahorita es muy peligroso viajar porque yo solo tengo tps lo cual solo tengo permiso para un reentry al país lo cual he escuchado que los residente han tenido mucho problema al entrar no quiero ni pensar que puede pasar conmigo, por eso yo le pido que me entiendan mi situacion. Yo espero que entiendan mi casa. Espero una respuesta pronto.

mi correo electronico es: [protected]@yahoo.com

After booking our flight my travel partner said her passport included her middle name. So I called 1/18/17 Customer Service to see if I had make the name change. I was told it would cost $165.00! Which I did pay.

Yesterday 2/8/17 I called Customer Service to ask about shipping wine as a gift to our host. While I was giving my flight information I noticed my middle name also was not included. This time I was told as that as long as the first and last name was correct there would not be a problem with the discrepancy with the passport.

Today 2/9/17 I called to see if I could get a refund for my travel partners name change. This time I was told the information I received yesterday was incorrect! As result, I had to pay another $165.00!

Not very professional customer service. I'm not a very happy customer and will be considering other airlines for future trips to Mexico City.

I would like to get a refund for both name changes.

Donald Swingle RESERVATION CODE AYUSRG

I was going on a flight from San Francisco to México city and they delayed the flight to two hours then 5 hours and they cancelled the flight. They told us to go to the front door and complain but then send as us to the gate where they again sened us back. They then told us to to go pick up our luggage and to go home and to come back the next week. We we all refused when they told us that they were not going to be found or tickets until a week from then. The left all the old people and children under 18 alone with out assistance. They didn't give anyone a hotel room to stay at everyone was left there to spend the night. And all fue worker's went home and left us with out assistance. The did give is another flight until the next day but only the ones that stayed there which is very unfair for the people that left. This was unfair unprofessional.

Hello,

My name is Lupe Mejia. I just purchased a plane ticket for my elderly father to travel from Guadalajara to San Francisco on Friday, January 27th at 8:05pm. The confirmation number is FEDYSA.

Upon completing the purchase I entered my father's information: Francisco Mejia Salas DOB: 12/10/35 Male. After typing in the credit card number and my name, Guadalupe Mejia, I pressed enter for the purchase to be completed. I then noticed that my name appeared as the traveler which is NOT what I initially typed in. There is absolutely no way I entered this information as I clearly remember typing in his name and date of birth.

I immediately called Aeromexico as informed by your website which states, "See something wrong? Make changes or Call." I called immediately to notify your company of the error the site made and I was informed I needed to pay $150 for an error I did not commit! I explained again the occurrence and also asked your employee to look at the date of birth I entered as that should not have changed in my opinion. This was to prove that I was not the intended traveler. The employee, Alberto Diaz, did not seem to care and informed me he would not make any changes as my ticket was non-refundable. I understand it is non-refundable but this was a clerical error I did not make. Why would I buy a ticket for myself from Guadalajara to San Francisco when I am currently in the bay area?

I asked to speak with a supervisor and was told it would not be possible as the supervisors were busy. I told Alberto Diaz I would wait. I waited over 20 minutes and finally spoke with Supervisor Rocio Reyes. I again explained the situation and she refused to help me. I then asked her her supervisor's name and she refused to give me the supervisor's name. I finally hung up and began writing this complaint.

I am requesting this ticket to be placed under my father's name as I specifically typed on your website: Francisco Mejia Salas.

I also ask that you call me and explain why it is that your company is so difficult and extremely poor in customer service. I've had years of experience flying with Aeromexico and never had I been made felt so bad. I'm truly frustrated and I need this fixed ASAP. My father's flight is this Friday.

Lupe Mejia
[protected]

Yo iba a viajar de Guadalajara a new York. Y la gerencia de de ahí me dijo que yo no podía viajar porqué el documento que yo tengo me dijeron que no era válido . En ese momento compre otro vuelo en volarís. Y ahí me dijeron que yo no tenía ningún premio para viajar . Entonces lo que yo quiero es que Aeroméxico me regresé mi dinero que yo gaste en el otra vuelo. Que fue la cantidad de 9 mil pesos mexicanos que fue lo que pague

To [protected]@aeromexico.com
CC [protected]@aeromexico.com 10/29/16 at 8:26 PM
Dear Sir/Madam,
I am hereby submitting this complaint regarding Reservation Code GUDAYN Flight AM663 SFO to GDL Departing 19 Oct - 12:01 AM arriving 19 Oct - 5:52 AM. We booked and paid for the flight online and confirmed it by phone with one of your agents by the name of Carlos. THE AFOREMENTIONED FLIGHT DOES/DID NOT EXIST!

Our flight was to Guadalajara where we had a reservation to rent a car at Mexrentacar, visit my elderly parents (who are in their 90's and whose health has been deteriorating), and then drive to Puerto Vallarta where my niece was getting married on Saturday (my daughter was maid of honor). As you can see, our trip to Guadalajara was a necessity and had been planned well in advance.

We parked our car at long-term parking, arrived to SFO three hours early and proceeded to find the Aeroméxico counter. It was closed and there were no attendants in sight. We inquired with many different SFO workers and everyone we asked was baffled as they tried to help us figure out why the counter was closed. One employee thought the flight had been filled and was on the runway.

We were then instructed to use the airport phone to call Aeroméxico. After a long wait on the phone line, an agent (located in México City) stated that we could NOT use the tickets we had already purchased and advised us to purchase new tickets for the following day. (In the meantime, while my wife was on the phone with your agent, the three of us were on different phones trying to find flights with different airlines that might be able to accommodate us... none could.) We had NO OTHER CHOICE but to purchase new Aeroméxico tickets at a much higher rate for the following night.

We drove home in frustrated silence as our emotions had taken a toll on us.

The next day, we started all over again. We arrived at SFO over FOUR hours in advance because we did not want to go through the same scenario again. We waited in line until the Aeroméxico counter opened. We were first in line and two different agents had to assist us because they could not find us in their system. Then, the entire system went down and we had to wait over an hour for it to be repaired/reopened.

Aeromexico employee Saul Cárdenas was extremely helpful. We explained our situation/experience from the day before and he asked his supervisor Yadira Martinez ([protected]@aeromexico.com) to come and assist us. She reviewed the copy I presented to her of our "Confirmation Page Aeromexico Booking" and she was appalled at the fact that we had been booked for a flight that did not exist.

We incurred much emotional distress as well as unnecessary expenditures due to your company's error:

- gas and time (90 minute drive) for two trips to airport
- parking fees and tips to shuttle driver
- loss of car rental reservation in GDL (we had to rent from another car rental company at a much higher rate)
- loss of time spent with my elderly parents (one full day), (our children had not seen their grandparents in approx. 4 years!)
- one day of work
- college mid-terms
- house/dog sitter

In lieu of all of the above, we hereby request restitution. Thank you in advance for your prompt attention to this matter.

Sincerely,
Tomás Cortés-Cárdenas
M. Araceli Moreno-Cortés
Elizabeth Amadís Cortés
Tomás Miguel Cortés III

01/02/17 reservation: ahvwgt company name: safety pay received code: 13008 acct number of the bill to pay : [protected] amount paid $2, 028.48 included flight and cbx pass. Flight amount only was $1, 902.48. Cbx pass was never given to us and had to re-purchase. Original purchase paid in full on 10/20/16. Need refund of $126 for cbx pass that was not given to us. I have called airline customer service and sent emails to [protected]@aeromexico.com on 12/30/16 and have not had any resolutions or response.

Hello my name is Consuelo Simental.I Flew with Aeromexico from Sacramento to Guadalajara in 10-07-16. When i got to my destination i Found my 2 luggages broken. Its 2 separate luggages. I hadnt done it before cause i didnt know i could do and where to do a complint. But i think its rrally unfair being that they were new. I was able to use it because it was usable, you have to undk the zipper in the inside lining to see the damage. Its very clearly on the piture. Therefore I am requesting full refund for my 2 luggages which it was my 1st time using.

Name – brent barr

Original booking information – jz45qj (E-ticket attached)

I was delayed at us immigration for several hours which resulted in me missing my original connecting flight to mexico city (With aeromexico).In the process of putting me onto the next connecting flight - somehow my whole return ticket back to australia was cancelled which I only found out 2 days before returning home for christmas.

Below are the events of what happened beginning at lax on december 1, 2016.

1) arrived at customs/immigration at lax (Confirmation number zh3xct).

2) I was brought into a separate room to answer a few questions by boarder security.

3) after everything was sorted - an immigration officer gave me a slip to give to aeromexico for my onward flights to be fixed due to being interviewed (See photo attached). I was advised that this is a standard procedure as people miss there connecting flights often when held by immigration.

4) this whole process was from 7am-1pm

5) I went straight to the aeromexico desk. As we missed our 9:15am flight (Confirmation number gsvkgi) they advised that both my girlfriend and I could get on the next flight to mexico city. Aeromexico kept my piece of paper from immigration stating I missed my flight due to being interviewed (Photo attached).

6) my bags were checked in for the next flight. When issuing my boarding pass, aeromexico advised I need to do two more steps before I could get on the flight - go to the qantas desk in a seperate terminal for them to issue a 'fim' (Flight interruption manifest) and then come back to aeromexico with the fim to get a new boarding pass. As you can see on the bottom of the boarding pass it states 'not valid' (Photo attached). The fim is a handwritten paper form with a carbon copy which was to be stapled to the boarding pass.

7) we then waited until qantas in lax opened up at 4pm and spoke to a man named victor and a lady who was the supervisor. They took a very long time issuing the ‘fim’ as neither of them really did this before. They then issued a paper with the 'fim' to give back to aeromexico with the new flight details.

8) when I returned to aeromexico - the staff were unable to accept the paper form as I was only given 1 carbon copy by qantas. The aeromexico manager was then called and he advised the staff and I that qantas need to give me 2 x carbon copies of the ‘fim’ forms because 1 x copy stays at lax and another stays in mexico city when boarding the connecting flight to cancun being the end destination.

I had to walk back to qantas again to get this fixed therefore missing my flight even though my bags had already been loaded on to the plane.
When I returned to qantas, I talked to the same staff members and advised them that they need to give me 2 x carbon copies of the fim for aeromexico and I presented them with the new flight information from aeromexico that had to be written on the new ‘fim’. They followed the procedure I told them and they wrote void on the previous fim papers.

I then returned to aeromexico and had to wait a few hours for their desk to reopen. I presented the new information and was able to board the next flight lax-mexico city at around 11pm that night.

9) in mexico city I went to the aeromexico desk where they printed me a new boarding pass (Photo attached) for the mexico city-cancun flight and kept the remaining carbon copy of the ‘fim’. I then met my girlfriend gladys who was already at mexico city airport who also had my bag.

10) we then both took the same mexico city-cancun flight.

11) a few days later on december 9th while we were in talum, we contacted aeromexico, qantas and flightcentre (Our travel agency) to enquire on changing my return flights home. Qantas being the original airline we booked through advised that they were unable to access the booking since aeromexico made changes to the connecting flights at lax.
Qantas gave us instructions for what was needed to be done by aeromexico to allow qantas to make changes to the original booking.

12) we called aeromexico and the agent on the phone couldn't locate the booking even though all the booking information was correct. The agent then started answering all of our questions with 'you need to contact qantas'.

13) we then called flight centre 24/7 assist. They tried helping us but were unable to get through to aeromexico to walk them through on what needed to be done. Nothing was resolved and we kept running around in circles as everyone kept pointing us in a different direction. Qantas kept telling us to talk to aeromexico and vice versa.

14) we then travelled to cuba on a separate booking with aeromexico. After hours of trying ourselves plus the endless effort put in by family members and my travel consultant in australia - the ticket information still couldn't be retrieved. Wi-fi and communication is extremely limited in cuba and as we were doing a tour it was quite difficult to stay in consistent communication to try and change my flights home.

15) after spending large amounts of money on wi-fi cards and telephone cards and continuously calling aeromexico which always rung out when calling them from cuba. After countless hours on the phone - my travel agent had finally found out that aeromexico reissued the complete value of my ticket on the first leg of my trip which had cancelled out my return ticket home (Email screenshots attached). I found this information out on december 20th when my original return flight home departed cancun on december 23rd.

16) I then had to book a complete new one way flight home on the spot to make it home for christmas which left havana the following day on december 21st which cost $2035.38 aud. Plus overnight accommodation in london which cost $96.59 aud. This one way flight cost more than my original return flight!
Due to this I also had to forfeit the following which had already been paid for.
1 night accommodation in havana - $72.90 aud
1 night accommodation in cancun - $107.34 aud
Returning flight havana – cancun - $184.20 aud – aeromexico confirmation number bvkzzx
Returning flight sydney – brisbane - $117.00 aud – tiger booking ref number cyhgsq

All in all it was an extremely exhausting experience and in all honesty it wasn't handled in the best manner. I lost count the amount of time spent going back and forth with my travel agent, family and airlines in an effort to sort this out. Even at lax I forgot how many times I had to walk back and forth from each terminal playing messenger for the both aeromexico and qantas. Neither airline wanted to communicate directly to the other with a simple phone call. Let alone the stress this created and overbearing thought of it all throughout the whole duration of the holiday. Several times I had to miss my cuban tour activities due to having to sit in a public area trying sort out my return flights via wifi and public phones. This has also resulted in unnecessary financial hardship.

I ask that aeromexico please reimburse me with the costs I had to pay including new flights and accommodation, plus the money I lost for being forced to forfeit my flights and accommodation as per listed above due to their wrong doing. This comes to a total of $2613.41 aud. I also have emails of back and forth communication between myself, family members and my travel agent and if needed.

Thanks,
Brent barr

I. Dec.24 2016 tenia. Que salir de chicago para Guadalajara
Llegue al aerppuerto alas 9am y mi salida era.alas.1:30pm me atendieron asta las.4;45 pm y me conectaron dallas.alas.6pm pero esperar hay asta las.5pm Dec 25 aparte de poco.profecionalismo perdoneme aero mexico.pero que.poca.educacion y organizacion tienen lastima que ya 2016 y.todabian no.logran aprender ni siquiera a tener un systema ho diciplina.. savrifique dos años para.poder tomar mis vacationed y pasar navidad en mexico y gracias a ustdez y que les vale madre. Me dieron la.peor navidad y muy cara el hole To Costco 650 directo y mire lo que me hisieron pero hay un karma y espero se led regrese x1000

Very unpleasant experience at the Aeromexico counter in Mexico City Terminal 2 airport.

My mother, who is a senior citizen, had a fligh back to Toronto from Mexico City. The agents at the counter were very rude and didnt let her board the plane because she dind't have her mexican immigration form which they can easily provide for her. They asked to go to different offices around the airport wasting her time while carrying a heavy bag.

By the time her flight was due to departure she was still going around trying to get assistance to check in at the aeromexico counter. Unfortunately she lost her flight back and had to purchase a new ticket back home for over $500. This could have been easily avoided if the agents at the counter would have provided the right costumer services and assistance to one of their customers.
Once they made her buy a new ticket she saw how the airline agents where not only giving this forms to other customers who had lost their mexican immigration forms but even helping them fill 'em up.
She felt so frustrated and mistreated. It was as simple as providing the right information and just a bit courtesy.
Now she had to spend over $500 for something that could have been resolved in just 4 minutes at the aeromexico counter.
Really bad service, terrible experience

We purchased 4 tickets to fly from Denver to Lima, Peru with an overnight layover in Mexico City. Flights 1659 and 8214. We were issued our boarding passes for the flight from Denver to Mexico City and advised that we would receive our boarding passes for the second leg of the trip when we arrived in Mexico City. We trusted; big mistake. When we arrived in Mexico City we were told we had reservations but had not paid for our tickets, so we would have to purchase the tickets from Mexico City to Lima. We knew this was a mistake so we spoke to different people. We spoke to three Aeromexico representatives and all told us the same thing. Finally, a
Fourth representative figured out that Avianca Airlines was operating Flight 8214 and advised us that we would need to go to Avianca to get boarding passes issued. Even though it was an Aeromexico flight, the Aeromexico rep could not issue our boarding passes. So, we took the train to a different terminal. We made our way to the counter and were advised the flight was full. The Avianca staff was great and they found us another flight on LAN a couple hours later. We made it to Lima, but our luggage had disappeared. LAN is trying to help us locate our luggage. Our hotel is trying to help us. Aeromexico hung up the phone on our hotel.
Everybody except Aeromexico has done their job and tried to help us. It was Aeromexico's job to get us and our luggage to Peru. They failed at both.

Quisiera poner una queja por el servicio prestado en el Call Center, la persona que me atendió es el sr. Daniel Santana, una persona completamente descortés que al transmitirle mi preocupación por un vuelo de bog - mex que compre con Aereomexico pero que es operado por Avianca, y en el cual no quieren asignarme mis asientos por que Avianca manifiesta que existe un error en mi reserva, el señor Daniel Santana dice que no es problema de él que es un tema de Avianca en donde son ellos los que no quieren apoyarme, y simplemente que no puede hacer nada. Lo lamentable es la actitud y el tono en que el señor Daniel se dirige a los clientes. Como le manifesté en repetidas ocasiones al sr Daniel el tikete se lo compré a aereomexico, no Avianca y esperara una solución o en su defecto una respuesta cordial por parte de uds.

On november 18, 2016, my flight left from dallas/ fort worth airport flight aeromexico 2683 operated by aerolitoral doing business as aeromexico connect. It left about 15 minutes late. Landed in mexico city approximately 2 and a half hours later. I was in the back of the plane. It took an unusual amount of time to start leaving the plane. We were all loaded on a bus and taken to airport entrance where everyone got off and proceeded to walk to a very long line. It was about 1030pm. I began speaking to women who were traveling alone and making connecting flights like i was. Is my flight to lima, peru was scheduled to leave at 1155 flight number 48. The line was moving very slowly and occasionally some man would come over to the line speak to some people and opened the rope that they had used to create the line to let about 6 or 7 people through to obviously go to a different line. We talked amongst ourselves and wondered what was going on.

One of the women was catching the same connecting flight as i was to peru. I learned that she did not have any baggage that was checked. I was informed at dfw airport that i would be required to claim my baggage, take it through customs, recheck it on to my next flight. We stood in line for about 30 to 40 minutes moving slowly. Eventually we as a group, one of us was able to speak spanish, talked to the man who was pulling people out of line we got to change lines, in an attempt to speed up the process of security checking, looking at our passports. We were also assigned the immigration card. The clerk aimlessly pointed me in my next direction off to get my luggage. The woman who was going on my same flight told me “i will see you at the gate.” she did not know the gate number to tell me at that time.

As i entered the area where a carousel was wait for my luggage i met up with another woman traveling alone with her 11-year-old son who was waiting at the carousel for her luggage. We were on the same plane coming in from dallas/ fort worth. We waited at least 30 minutes for our luggage. At no time were uniformed personnel the airport to which i could ask a question. When all the luggage was retrieved ours was nowhere to be found, mine and the woman that was on my same flight coming in. Then we got the attention of some uniformed personnel that came out of nowhere and asked us what we were doing in sort of an incredulous way. She pointed to another area that was out of sight and said that that's where our luggage was according to our flight information. We walked around the corner and sure enough there our luggage was. It was just our luggage that was left there. I had 2 pieces. She had 2 pieces.

We headed to the next stop that we were aimlessly pointed towards, no description verbally. It was the customs line and my baggage was searched and i was pointed to an area to put my baggage on a conveyor belt. This i understood was going to get my baggage on the next plane. I was again aimlessly pointed to an escalator saying that that's where i would find my gates. I began asking people if they spoke english to try and find my gate. What gate number. I finally got to an information desk where i was 3 or 4 people in line. I asked a man in front of me if how i could find out what gate i would be leaving from coma pointing to my boarding pass. He said with some concern that he had just heard the last call for the final boarding call and pointed to gate number 59.

I rushed over there. My passport, my money belts, my items that i had had in my purse that had to be removed in order for me to go through security check again all on the counter and i told my name to the clerk and she rudely said to me “why are you late?” shaking her head disdainfully and shamingly. I started to explain and she cut me off and said it doesn't matter the plane is gone. I pointed out that i was arriving before the departure time of 1155. It was actually 1152. She stated "oh well it's just a few min minutes." very sarcastically. She wrote on my boarding pass "late 11:55”, which was a lie. I was there at 1152 and i expected to get on that plane. So apparently the plane departed early. She said she called my name "so many times" and she further stated “you did not check your bags.” it was so loud and hard to understand. I explained to her that i just got through checking them and put them on the conveyor belt.

I begged her to let me on the plane. She said “i'm sorry you cannot get on the plane. The plane is gone.” and i asked her what am i supposed to do now. She aimlessly pointed and said “you must go to l2.” i asked where is it. She pointed and said “you must go to l2.” i was crying. So i gathered my things, put them in a safe place and i proceeded to go find l2 and turned out to be the aeromexico counter for departures. I chose the shortest line. I asked someone if they spoke english. The nice lady i talked to informed me that this was the line to buy tickets and she pointed me and even facilitated permission for me to go ahead in the line to another desk. At that desk i explained i missed my flight, and i was told to go back to that short line and buy another ticket. I stood in line for about 10 minutes and then the lady behind the counter began tell us in spanish, and i asked her for english, that the desk was closing and would reopen at 4 am.

Asked the lady where am i supposed to sleep. She told me there was a hotel on the airport property and i decided that i would get a room so i could feel safe, rest, have wi-fi connection that i could actually use to try and communicate that i would not be making my connecting flight in lima, peru. It cost me 222 dollars. My boyfriend was meeting me on sunday morning. By this time it was about 1 am. I decided to try and call aeromexico to inquire about a ticket to get to lima, peru. I was informed that because i missed my flight, after he quizzed me as to why did i miss my flight and ascertained that it was no fault of the airport or airline. Then he told me that i would be charged 300 dollars as a penalty for missing my flight and that my one-way flight to lima, peru would leave at 5 pm the next day and would cost me 1000 dollars.

I did not have access to 1300 dollars, not to mention i felt i would probably have to buy new tickets to continue my connecting flight in lima to cusco. No funds to do that and i felt i was being scammed and robbed. So i began inquiring about what it would cost to get me back to my origination of this trip that i started only hours ago. I had to pay 650 dollars for a one-way ticket back to dallas/ fort worth. I got a confirmation number. I slept for about 2 hours, fitfully not resting. I woke up at 415 am and went down to the airport straight to the aeromexico office and inquired about my baggage. I thought that it might still be in the airport. I was told that because i missed the flight that the bags were taken off the plane. I commented to the clerk "so they took time to take my bags off the plane but they couldn't let me on the plane?"

I was aimlessly pointed in the direction to check on my baggage. I asked a few people along the way and i was taken to a doorway where there was another security checkpoint. I explained why i was there to look for baggage. A gentleman who spoke english was summoned. He took my passport out of the room for about 5 minutes. No explanation was given and i felt very nervous that i did not have my passport in my possession. He came back and motioned me to follow him and i was taken to a desk where i inquired about my baggage. I was told after about 25 min that my baggage did end up on the plane and was gone to lima, peru. This gentleman processed a baggage claim for me and we seem to have worked out the details that my luggage would be flown back to airport in a timely manner.

During that 25 minutes i spoke to a woman who was traveling alone who i had seen in some of the lines i had been in and she was crying so asked her about her situation. She had many complaints about aeromexico customer service, that she had missed her flight also come that it was not her fault. I must add that me or this woman never left the airport. All of the time we had between flights frantically spent trying to gain information and communicate with rude, mocking and dismissive airline personnel for aeromexico. So she spoke spanish and was able to communicate and obviously had the funds to purchase her continuing flight to her destination and was going to be late and extremely inconvenienced herself. After i completed my baggage claim i had to get back upstairs for departure my newly purchased one-way ticket back to dallas/ fort worth airport.

There were never any clear signs pointing to how to get to the departure area so of course i asked someone and i was told i had to walk back through customs. So i showed my passport. I explained i had no luggage because it was on its way to lima, peru. My carry on scanned again for the 5th or 6th time. I was allowed to walk around some lines of people to through an area that i knew would take me to escalator to get back upstairs to the departure area. I went straight to the aeromexico office again and explained to them i had just completed a claim to my baggage and i asked how do i find out what gate my flight is at. When i had talked to them earlier i had already gotten my boarding pass, there was no gate information on it. The gate had not been assigned at that time but i was pointed again aimlessly and told to go to k hall. I was told that i had to be one hour before departure.

I did find a screen departures and i watched it until it was time for me to just go to the gate area and search more how to find out what gate. I asked a few people who spoke english. The nice girl took me to a desk and asked if anyone knew what gate the flight was leaving to go back to dfw. About the same time the gate number was finally showing on the screen and i knew where to go. I caught my flight and came back to dfw. Was back at the fw and going through customs a nice officer inquired about my trip and briefly told him that i never got to finish it and that my bags were in lima, peru. He asked what airline was using and he said that the representative was going to be coming through there in just a moment that i should wait and talk to her. Was the first real customer service experience that i could say was excellent. He was just a customs officer for dell for airport.

He pointed out the woman as she walked by and i asked her if she had a. I tell her about my experience over the last 12 hours with her airline aeromexico. She dismissed me and said “i do not have that time.” asked her if i could have some time with customer relations. She seemed to perk up and say “i can get my supervisor to talk with you but you will have to leave this area.” so i went in the direction she pointed again aimlessly and when she walked by me she avoided eye contact but i got her attention and asked her if her supervisor would be coming to meet with me. She pointed to me to go sit down and said that must her supervisor would be there. The supervisor never showed up. I was merely dismissed and rudely pacified.

I will never use aeromexico again and i will tell everyone how incompetent, rude, mocking, dismissive i was treated and i will tell everyone now to attempt to make a connecting flight through mexico city airport. My wonderful vacation my boyfriend and tour machu picchu, my first trip internationally, has been ruined. I have been traumatized. I feel like i have been price gouged, and victimized by a money making, discriminatory, vindictive acting mexican business.

El 18 de Noviembre de 2016 inicie mi viaje con destino Colima. Debia hacer conneccion con Aeromar en la ciudad de Mexico. El vuelo 689 salio tarde de Chicago, aproximadamente una hora. En la ciudad de Mexico las maletas tardaron mucho en llegar terminando por perder el vuelo de coneccion con Aeromar. Yo debia estar a las 4 de la tarde en la ciudad para una cita medica. La cambie para el sigueinte dia pero eso no me libro de pagar la cita ya perdida. Me ofrecieron un vuelo a Manzanillo o a Guadalajara supuestamente no habia otro vuelo a Colima hasta el siguiente dia por la mañana. Me dijeron que las maletas se habian ido en el vuelo a colima, lo cual no entiendo como si el vuelo se cerro antes de que yo llegara a la sala . Me avisaron que las maletas serian entregadas en el domicilio de mi familia a mas tardar a las 9 de la manana. En una de las maletas estaba mi medicina. La puse ahi porque yo llevaba esa maleta conmigo pero me pidieron que la documentara ya que habia mucho equipaje de mano en la cabina. Nunca imagine que se perderia. Al llegar a Mexico tampoco me permitieron llevar esa meleta conmigo ya que venia documentada desde chicago y asi debia llegar a su destino. Acepte el vuelo a Guadalajara ya que nunca he estado en el aeropuerto de Manzanillo y no sabria como desplazarme alla. A mi llegada a Guadalajara tuve que tomar un taxi que cobro muchisimo para llevarme a la terminal de autobuses, el autobus tambien cobro otro tanto. Llegue a mi destino a las 9:30. Las maletas no habian llegado. Empece a hacer llamadas sin suerte alguna ya que por la hora estaba todo "cerrado"
Al dia siguiente llame a Aeromar por la mananan y ellos me informaron que las maletas estaban en guadalajara y que necesitaban mi autorizacion para enviarlas a colima, misma que ya habia dejado firmada en guadalajara. Llame a guadalajara y me dijeron que ya habian salido a colima en un taxi especial. El viaje a colima desde guadalajara no es mas de 2:40 hrs. y las maletas tardaron en llegar aproximadamente 7 horas. Legue a colima el viernes por la noche y las maletas el sabado por la noche. mas de 24 hrs. sin tomar medicamento. Tengo lupus y eso me afecto mucho. Ademas me afecto bastante el estress a que estuve expuesta. Yo pague un vuelo mas alla de mis posibilidades por volar directo a mi ciudad ya que por mi enfermedad no debo estar expuesta a estrés.. y esto es lo que me resulto. Solicito a la compania Aeromexico el reembolso total de mi boleto asi como los gastos extras que este vuelo me ocasionaron. Favor de contactarme para darles los totales de este vuelo. mi correo electronico es [protected]@msn.com y mi teléfono -celular [protected] -casa [protected]. Espero que esto se resuelva lo mas pronto posible de otra manera me vere en la necesidad de entablar una demanda formal en contra de su agencia. Gastos que deberan cubrir ustedes por incumplimiento. Agradezco su tiempo.

Dear customer service team,

My name is helen pulcini. I've been flying from bogotá to london on the 14th/15th of november.
My confirmation number was ubwtmu.

As you will verify, I have been charged for 2 additional baggages 310usd in addition to the 45usd I previously paid through your website for 1 of them.

Furthermore i've been charged 86usd for 5kg overweight on my 4 suitcases. The weight of each suitcase was kg 23, 6 - kg 24, 6 - kg 24, 8 - kg 25, 1.

According to your baggage policies for trips between europe and south america I understood the following: charges for additional checked bags for the first and second piece additional to your allowance, *50 usd each at the airport or *40 usd each if purchased in advance.
Overweight bags from 26 to 45 kg, 15 usd per kg.

I hope I can count on your support to resolve this issue.

Eagerly awaiting your reply,
Helen pulcini.

When I arrived from Mexico City to Cd. Juarez to pick up my luggage. I could not find my luggage, No signs or directions from any person to tell me where I could pick up my luggage. I asked the Aero Mexico employee politely Osvaldo Serrano where I could find my luggage and he told me to wait as he would try to find my bags. I continued to wait an additional 30 minutes and asked him twice if he could locate my luggage, he was still in the same place talking to a lady from the airport services. I asked him again where was my luggage and he told that I should have picked up my luggage when it was in the carousel. That it was my fault and he made me wait longer. Your employee Osvaldo Serrano spoke to me rudely and displayed a very dissatisfied face towards me. Overall Aero Mexico has excellent customer service. I asked him for his name and said I would complain and he started helping me. I waited about 45 minutes in order to get my luggage.

Fecha febrero21 2016, en mi regreso a los angeles llegue 1:20 minutos antes de la salida 6:44 am y no 2 hrs antes como lo estipula la linea y el vuelo se habia cerrado no ayuda alguna y entendimiento por parte de la empleada en ventanilla, solo me obligo a pagar 200 dlls de "penalidad: y 136 por diferencia del nuevo boleto para el proximo vuelo a las 9:58am acepto mi error por llegar tarde lo que no acabo de aceptar el abuso y robo por parte de estos empleados por minecesidad de regresar a los angeles en el siguiente vuelo, menciono abuso y robo por que el precio normal del boleto sin penalidad era de 234dlls y no fui informado de este precio hasta que estaba en la sala de abordar cuando ya habia pagado los 336 dlls por el nuevo boleto fui informado de esto por un supervisor de aeromexico el cual se disculpo al oir mi historia y me aconsejo mandar esta queja, mi nombre es mario baldovinos eticket [protected] el cual me costo 313dlls viaje redondo y este eticket [protected] viaje sencillo por 336 dlls un robo y abuso por parte de essta franquicia de reservaciones que trabajan por comision para aeromexico espero su respuesta y les dejo a su discrecion la solucion a este robo, mi email es [protected]@gmail.Com por su pronta atencion gracias

I have just returned from Mexico my flight started from Morelia 5 November, I had to leave my lodgings at 10.30 for flight at 15.05 hrs. This flight eventually left after delay at 17.30. My evening flight at Mexico city was late but by only 1 hour but that was after long stopover and meant leaving 23. 30 if I am correct! Out of 4 flights only one was on time, from booking in April I had three amendments to these flights so I have no idea how AeroMexico works! My complaint is I expected a long stopover on way to Mexico but it was not fair to keep my sister and I out of our lodgings in the airport all day with absolutely no explanation on the 5November ! We could have used that time productively ! Three flights out of four surely entitles us to some form of compensation for delays and time spent sitting in the airport! I would appreciate your view?