ComplaintsforAeromexico

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  December 18 purchased one way ticket in first class for from NYC to *** ************ ********  in less than 24 hours I called to request a cancellation or change the representative told me that the ticket can be cancel since it was between the 24 hours period and assured me that I will get a full refund to my credit card, she gave me a **** ****** ******** so I went ahead and purchase another ticket. Few days later for my surprise I got an email from aeromexico stating that I can not get refund but a voucher since it was within 7 days of the day of travel in wich I confirm and see that the policy apply to coustomer from the USE my issue is that ( if I would have know that I would just use the ticket or change to another day with that credit) but I did not since I was told something different from the represantavie, I explained this in twitter message to customer support in december 23, 2023 they said that they will honor what the representative said and will get a refund but nothing has happened and is almost a month later.

  Business response

  01/16/2024

  Dear Mr. *******
  
  
  I appreciate the time you took to contact Aeromexico Customer Support through the BBB to share the problems you experienced with your 24-hour guarantee refund request for a reservation from New York to Quito on December 17, 2023.
  
  In this regard, allow me to provide your ************* ****** ** ********* also I request your support in sending the following information to verify your incident and request:
  
  1. Full card number used for this purchase (since refunds can only be applied to the same payment method)
  2. Confirm that the account is still active
  
  Please reply to this email without modifying the subject. I wish you a great afternoon.
  
  
  Cordially,
   
  Carlos Pérez Vázquez
  Ejecutivo de Atención a Clientes
  Customer Care representative

  Customer response

  01/30/2024

  Better Business Bureau:
  
  This letter is to inform you that Aeromexico has carried out to my satisfaction the resolution it proposed for my complaint, filed on 1/9/2024 and assigned ID *********
  
  Regards,
  
  

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 3 round-trip flight tickets. We missed the first flight and therefore purchased new tickets to our destination. Aeromexico proceeded to cancel our flight back home without notice and we had to purchase new flight tickets. The second ticket has nothing to do with the first ticket. Wearied calling to Aeromexico to find a solution and they were not helpful.

  Business response

  01/11/2024

  JANUARY 11, 2023
  BBB Complaint ********* ** ***** * ********
  
  Dear Ms. ******
   
  Thank you for contacting us through the Better Business Bureau.
  
  I kindly notify that the information provided may lack accurate flight information such as dates, passenger name, flight route or some other data. Without this exact information, we were unable to verify the details of your incidence, so I request your support to send us the following information:
  
  - Passenger Name:
  - Reservation or confirmation code (these are 6 letters provided by the point of sale):
  - Ticket number (13-digit number starting with 139 if generated with Aeromexico):
  - Flight number with Aeromexico:
  - Flight routes (origin and destination of your flights):
  - Date of your flights:
  
  It is advisable to attach your boarding pass or travel confirmation of your reservation to provide a faster response.
  
  I remain at your service and wish you an excellent afternoon.
  
  
  
  
  Best regards,
  Simona ***
  Customer Care Representative

• Initial Complaint

  01/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  WARNING!!!DO NOT TRAVEL WITH AEROMEXICO It was truly a nightmare traveling with Aeromexico back home to Texas. Unfortunately you have to check your luggage with the incompetent Aeromexico employees at the counter in Tuxtla ********** ******* (not all Aeromexico employees are idiots but those in Tuxtla are. TELO ********* My flight left on January 3, 2024 from Tuxtla to Mexico City and after 2 hours to Texas. But AFTER they checked my luggage, they gave me my tickets and literally when I was already in line to board the plane. This very unpleasant person who had previously checked my bags comes up to me and tells me that I won't be able to board the plane because Aeromexico has canceled the tickets. In other words, they sold more tickets even though there were no seats available and this is legal although this has never happened to me with any other airline and I have been traveling by plane for 15 years now. The point is that they didn't let me get on the plane with my wife, 2 daughters, 8 and 7, and a boy who was JUST 2 years old. Other families without children boarded the plane without problems. And the idiot who attended to me thought that the family that would stay to fight one more day would be the family that brought minor children! Oh, but they told me not to worry that they were going to rent me a hotel and pay for food and that the next day they would give me another flight. The problem was that the 5 of us got sick from the food at the fifth class hotel and the flight they gave me now is from Tuxtla to Mexico THEN to Los Angeles and then to Texas. (all day from 8am to 12am in airports with children) But when I arrive in Mexico I go to customer service and there they tell me that if there are direct flights to Texas that I don't have to go to Los Angeles, they don't know why they wanted to send me to Los Angeles when there were plenty of seats available. To make matters worse, when I arrived in Texas, it turned out that my luggage was lost! I NEED A FULL REFUND FOR MY FLIGHT. I WILL ALSO BE IN CONTACT WITH CORPORATE IF THIS IS NOT RESOLVED SOON.

  Business response

  01/09/2024

  January 9, 2024    
      
  BBB Complaint ********* * ******** 
   
  Dear Mr. **********  
   
  Thank you for contacting Aeroméxico Customer Service through the Better Business Bureau.  
   
  We have conducted a thorough investigation regarding your case number based on the responses previously provided in case numbers ********* *** *********. 
   
  In accordance with the above, we would like to remind you that the corresponding protections and compensations were granted in accordance with the policy for the practice of overbooking and because the service was provided, as well as you and your family were transported to your final destination respecting our contract of transportation, there is no other applicable pending procedure, nor is it possible to proceed with the refund of your tickets or any other additional compensation to that provided above.
  
  Furthermore, our baggage department will be pleased to assist you regarding the situation concerning your luggage through your email address:  
   
  [email protected]
  
  Mr. ********** on behalf of Aeroméxico, we offer you our most sincere apologies. for the inconveniences caused.
  
  Sincerely,
  
  Rebeca ******** ******
  
  Customer Service Executive
  Customer Care representative

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 28, My friend and I arrived early enough and checked in at the Mexico City airport for AeroMexico ****** ***** The flight status monitor at the airport did not specify the Gate (only says Sala A, which is a hall, not a gate) for our flight, and none of the internet resource ******** ************ ***** had more information. We went to the lounge at Sala A where there was also a flight status monitor inside. We waited there for more than half an hour for the update of gate information and the boarding status. But that never happened. There was no notification and no status change (always showed ON TIME/A TIEMPO) and the gate always showed Sala A. 10 minutes before the scheduled takeoff time, we decided to go out and see what happened, only to be told the gate had closed, we are refused to the gate, and the only thing possible is to change our flight at the office outside the security checkpoint. When we arrived at the office, we were told because the ticket was nonrefundable, the fare was forfeited. They could not rebook for us for free and we had to book a new flight with the full price if we still wanted to travel with the airlines. The lounge did not mention there would be no boarding notification. And the status monitor also never updated any gate information or boarding status for our flight. We do not think this is fair due to lack of information and malfunction of the flight status monitor. And we request that our fare be refunded to the original method of payment.

  Business response

  01/09/2024

  January 09, 2024 
  
  BBB Complaint ********* * ******** 
   
  Dear Mr. ***** 
  
  Thank you for contacting us through the Better Business Bureau.
   
  We would like to inform you that the regulation was implemented correctly, since after a thorough review of ****** ******* on December 28, 2023, according to our records, the aforementioned flight was closed and addressed in accordance with current procedures. Unfortunately when you presented yourself to the counters the flight had already been closed; it is important to mention that all airlines depend on multiple instances to be able to operate a flight in a timely fashion. If not adhered to, the airline is no longer responsible for any complications which may result. 
    
  In addition, we identified that the tickets of the reservation ****** were purchased at a basic fare (V), which is non-refundable and does not allow changes of name, flight, date, time or destination at any time. 
  
  Therefore, we regret to inform you that it is not possible to proceed with your request or with any compensation or reimbursement.
  
  Aeroméxico appreciates your kind understanding. 
   
  Cordially, 
  
  Rebeca ******** ******
  
  Ejecutivo de Atención a Clientes
  Customer Care representative

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  AeroMexico agreed to refund our airfare as they cancelled our flights with no viable alterantives. We were told the refun was approved on Oct 31, 2023 and we have yet to see the refund. I have contactdd AeroMexico many times and I am told each time the case has been "Successfuly" closed. It has been over 2 months!

  Business response

  01/08/2024

  January 08, 2024        
            
  RE: BBB Complaint ********* * ********
          
  Dear Mr. *******        
          
  Thank you for contacting Aeroméxico Customer Relations through the Better Business Bureau.   
      
  We would like to inform you that your request is currently being reviewed in the Aeroméxico **** ******* ********* *** ********** Your cases have already been escalated with our Reimbursement Department.
   
  Therefore, follow-up will be provided only at Aeroméxico **** ******* ********* *** ********* because it is not possible to work the same case in 2 simultaneous instances.  
   
  Mr. ******* Aeroméxico appreciates your patience and kind understanding.
      
  Have a nice day.     
      
  Cordially,

  Customer response

  01/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  12/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  According to their terms, a change fee does not apply to flights from US to International and that difference fees MAY apply . However, despite that, it is impossible to change without paying a ridiculous amount of money. I wanted to change my flight from 1/10/24 to week earlier, I was flexible any day from 12/31 to 1/5. However they wanted to charge me $2000+ for a simple change!! That’s more than what I paid for the entire flight round trip. And this is for BASIC class too. Their customer service is also slow and said there was no other option than to pay such a ridiculous amount and was rude about it. I would think there be an option where I wouldn’t have to pay so much but no. Absolutely terrible if you want make a simple change. I have flown with *****, ******, and others and they have been much more flexible and allowed changed without such fees. Please think twice about Aeromexico even with a flexible ticket.

  Business response

  12/18/2023

  December 18, 2023  
   
  BBB Complaint #******** | 03850419 
   
  Dear Ms. *******,  
   
  Thank you for contacting us through the Better Business Bureau.
  
  We would like to inform you that your ticket was purchased at a classic fare (H), which is non-refundable. Please note that your fare allowed to make changes in the itinerary with a penalty fee of $200.00 USD (plus taxes) that will be charged plus a possible difference between rates, and a service fee. 
  
  Bear in mind that changes must be made no later than 3 hours prior to flight departure. If you don't notify any changes during that period of time, no other changes will be allowed. If you miss your flight (No show), your ticket will be cancelled (additional complements plus included taxes). 
  
  It is of utmost importance to inform you that change fees are subject to availability and cost variations depending on the value of the fare difference. 
  
  We kindly ask you to contact our Reservations Area at our Call Center to review your request for itinerary changes based on applicable guidelines.    
  You can find our telephone contact numbers by clicking on the following link:   
     
  *******************************************   
  
  Cordially, 
  
  Rebeca 
  
  Ejecutivo de Atención a Clientes
  Customer Care representative

  Customer response

  12/19/2023

  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 reviewed the terms and it said this, “Flights from the United States to Mexico: Includes first change without charge for modification of flight, date, time, destination” - This is on the website even for the classic fare. 
  

  The first change was not done by me but rather Aeromexico when the flight was cancelled. So it should not apply as it was not a voluntary change, as the people told me on the phone and said the fee would not apply. They said this several times. 

  However, I’ve been very disappointed with customer service here and the conflicting responses I’ve been receiving. The changes are difficult and costly to make, they change in prices even for the same day. It’s impossible to make any changes without paying a ridiculous amount as I’ve stated. 
  

  Last time flying here, not that it matters to the airline. Just as a warning to other flyers out there. Even with flexible fare, you will still be charged a difference just not their “fee”. 

  
  
   

  
  

  Business response

  01/11/2024

  January 11, 2024  
   
  BBB Complaint #******** | 03912887 
   
  Dear Ms. *******,  
   
  Thank you for contacting us once again through the Better Business Bureau.
  
  We would like to remind you that your ticket was purchased at a classic fare (H), which is non-refundable. Please note that your fare allowed to make changes in the itinerary with a penalty fee of $200.00 USD (plus taxes), plus a possible difference between rates, and a service fee. 
  
  Also, following up on your comments, we inform you that to make changes to your reservation we depend on several factors to calculate the amount, such as the penalty of the applicable ticket, as well as the fare adjustment that depends on the availability of the new flight to choose, which sometimes results in a higher value to the purchase of a new ticket.
  
  It is important to add that the quotations are made through an automated system and the difference in fare cannot be calculated manually to alter the amount of the fare. 
  
  Ms. *******, we appreciate and trust your understanding of the information we are sharing with you. We send you our best regards and wish you an excellent afternoon.
  
  Cordially,
  
  Rebeca 
  
  Ejecutivo de Atención a Clientes
  Customer Care representative

• Initial Complaint

  12/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  had a flight out from TJ mexico to Cancun on November 19, 23 i arrived at airport with my family of 8 people we were celebrating my twins 15th birthdays i was traveling with my inlaws whom are in their 70s and my dad who is 80 years old we arrived at the airport 2 hours before flight was leaving at 6am first after we printed our boarding passes we went to the aeromexico counter to check in one bag, the aeromexico rep told us that they were not taking anymore baggage we left upset and decided to head to boarding gate we then arrived at the scanners xray machines and we had to watch airport personnel throw our valuables away -next we headed to board our plane and we arrived 20 minutes prior to plane departing and the aeromexico employees told our family of 8 that we could not board although the plane was still attached to loading dock/ platform we were so very upset words cannot explain then aeromexico did not honor our return flight home so we ended up buying roundtrip tickets costing 1000 per person we always thought aeromexico was top class with excellent service and we were very wrong and will not be flying with them anytime in the future i hope to hear a response regarding how badly we were treated and there was zero consideration for me and my children and older parents traveling with us very bad experience

  Business response

  12/14/2023

  December 14, 2023 
  
  BBB Complaint #******** | ********
   
  Dear Ms. *********, 
  
  Thank 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 the date of your flight, your ticket number (which consists of 13 numeric digits), your reservation code (which consists of 6 letters), and your flight number of the reservation that you mentioned in your complaint. 
   
  We will remain attentive of your reply.  
      
  Cordially, 
  
  Rebeca ******** ******
  Ejecutivo de Atención a Clientes
  Customer Care representative

  Customer response

  12/19/2023

  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.  
  
  Passenger names: ********* ********** ***** ******** ***** *************** ***** ******** ******* ********* ******* ******** ******* ******** ******* ******* 
  

  Date of flight: November 19, 2023
  Reservation codes: ****** *** ******

  Flight number *** 

  Aeromexico from Tijuana to Mexico City 
  
  Thank you -
  ********* ********* 
  

  
  

  
  Regards,
  

  Business response

  12/21/2023

  December 21, 2023  
   
  BBB Complaint #******** | ********
   
  Dear Ms. *********,  
   
  Thank you for contacting us through the Better Business Bureau.  
  
  We apologize in advance for what happened, Aeroméxico does not justify or condone the bad attitude or bad service by our coworkers, since as a service company, the entire work team have as a rule to assist with efficiency, kindness and show a helpful attitude at all times to the passengers who choose us; We inform you that a copy of this incident has been transmitted to the management of the airport in order to take the necessary measures to reiterate to our staff the importance of always conducting themselves with care and kindness in order to provide the quality service that our distinguished customers like you deserve.   
   
  However, we would like to inform you that the regulation was implemented correctly, since after a thorough review of flight *****, 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 120 minutes prior to the departure time, since the flight as well as the luggage drop is closed one hour before the flight 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 tickets were purchased at a classic fare (R), which is non-refundable. Please note that your classic fare allowed to make changes in the itinerary with a penalty fee of $50.00 USD (plus taxes), plus a possible difference between rates, and plus a service fee. 
  
  Nevertheless, bear in mind that changes must have been made no later than 3 hours prior to flight departure. If you did notify any changes during that period of time, no other changes will be allowed. If you missed your flight (No show), your ticket was cancelled (additional complements plus included taxes). 
  
  Also, please be informed that if passengers purchase a roundtrip ticket, it is mandatory to use all segments. If the ticket has several sections, all must be used. In the event that any segment is not used, reservations for subsequent segments will be cancelled.
  
  However, we would like to inform you that your tickets of the reservations ****** and ****** 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 Aeroméxico. 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.  
   
  Aeroméxico appreciates your preference. 
  
  Cordially,
  
  Rebeca ******** ******
  
  Ejecutivo de Atención a Clientes
  Customer Care representative

• Initial Complaint

  12/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My sisters and I were traveling to Acapulco, Mexico to visit family. I booked us a flight using ********** but they failed to notify me of the changes that occurred with the connecting flight from Texas to Acapulco, which was cancelled due to hurricane Otis. So, we arrived at *** ******* and were stuck without a flight. I called ********* and worked with them to get a partial refund for the cancelled flight. Then I looked for new flights for that same day as we had no place to stay, and our family was waiting for us to arrive that day. I booked a flight with AeroMexico for 12/2 but upon paying the flight I saw that the flight was for 12/3, not 12/2. Seeing the error, I immediately called them to try and resolve the issue. The first time I called I asked if it would be possible to change the flight, but there were no more available flights for 12/2. I asked for a refund, but I was told that would not be an option as the tickets were nonrefundable. I notified them that I just purchased the flight just before I called and explained my situation. They told me to either change it to another day, keep the same flight or not make it and take the loss. I let them know I would call back. I let my family know of the situation and they asked me to try and call back, so I did, and I asked if I could speak to a manager but was put on hold for more than 15 minutes. Seeing as how i was limited on time, I hung up and tried calling again. I got another representative and they told me all they could do was give me a voucher for the amount I paid. I told them that I would need the refund to pay for an alternative flight. They keep giving me the run around and so I gave up and told them to do the vouchers after wasting so much time trying to explain and reason with them about my situation. I called my parents in the states and asked them if they can send me money for another flight seeing as how we didn't have enough to purchase 3 more tickets with another airline.

  Business response

  12/11/2023

  December 11, 2023
  BBB Complaint ********* * ******** 
  
  Dear Mr. *******  
  
  Thank you for contacting us again through the Better Business Bureau.
  
  After an exhaustive investigation of the information you share with us, I must kindly inform you that we were able to verify that on December 02, 2023 you were supported with the only exception that applied to the fare you purchased, which was the issuance of the vouchers.
  
  Unfortunately, I regret to inform you that it is not possible to proceed with the refund you are requesting.
  
  We regret that we are unable to support you with your request on this occasion, however, it is not possible to apply any further process in this regard. 
  
  Without further ado, I take advantage of this email to wish you an excellent day. 
  
  
  
  Best regards,
  Simona ***
  Customer Care Representative

• Initial Complaint

  11/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I are very disappointed with aeromexico. We landed in Mexico City airport at 7:10 11/20/23 for a layover from Queretaro. The screen said to go gate C. We had about 3 hours to wait at the airport. Boarding time was at 10 and depart at 10:30. At 10 o’clock we noticed they was no personnel to begin the boarding process. My husband asked an employee why there weren’t calling us to board. The employee said they changed our zone. So we rushed to the correct area at 10:10. The man told us the flight left and that they were calling us which is not true! We did not get notified at all. The plane was not supposed to depart until 10:30. Nobody told us they were boarding. We find it interesting how they told us the flight left and our suit cases were already taken out of the plane. At 10:11. We never received notice of an earlier flight. They would not accommodate us and told us we have to buy another flight. We had to buy 2 one way flights for $1000. The next available flight was not until 8:40 pm. We had to stay at the airport for over 10 hours. This is completely unfair and robbery! We believe they sold our tickets

  Business response

  11/23/2023

  November 23, 2023
  BBB Complaint ********* * ********
  
  Dear Ms. ******  
  
  Thank you for contacting us through the Better Business Bureau.
  
  I kindly notify that the information provided may lack accurate flight information such as dates, passenger name, flight route or some other data. Without this exact information, we were unable to verify the details of your incidence, so I request your support to send us the following information:
  
  - Passenger Name:
  - Reservation or confirmation code (these are 6 letters provided by the point of sale):
  - Ticket number (13-digit number starting with 139 if generated with Aeromexico):
  - Flight number with Aeromexico:
  - Flight routes (origin and destination of your flights):
  - Date of your flights:
  
  It is advisable to attach your boarding pass or travel confirmation of your reservation to provide a faster response.
  
  I remain at your service and wish you an excellent day.
  
  
  
   
  Best regards,
  Simona ***
  Customer Care Representative

  Business response

  12/12/2023

  December 11, 2023
  BBB Complaint ********* * ******** 
  
  Dear Ms. ******  
  
  Thank you for contacting us again through the Better Business Bureau.
  
  I must kindly inform you that after an exhaustive investigation in our system, we detected that the times to be presented at the borading lounge were not met.
  
  All airlines depend on multiple instances to be able to operate a flight in a timely manner, that is why we ask all our customers to present themselves two hours before the departure of the flight for domestic routes. 
  
  Likewise, in order to board the flight, you must be present in the departure lounge 60 minutes prior to boarding process. Since the loss of the flight is not a cause attributable to the airline, it is not possible to grant any compensation or apply any subsequent process. 
  
  We regret that we are not able to assist you on this occasion, however, we hope to count with your understanding in this regard.
  
  Without further ado, I take advantage of this email to wish you an excellent day. 
   
   
  Best regards,
  Simona ***
  Customer Care Representative
  

  
  

• Initial Complaint

  11/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 16, 2023, my daughter and I were returning from Mexico City to Orlando on Aeromexico (Flight Am 442). During check-in, we each checked in one (1) bag. My daughter’s bag was a sporting bag (fencing equipment). The Aeromexico representative charged us for 2 standard checked bags ($30 each) and one sporting equipment bag ($165). We only had two bags, not three. And per Aeromexico’s baggage policy as quoted from their webpage (***************************************************************************): “*One piece of sports equipment can be exchanged for the checked bag included with your fare without being considered excess baggage as long as the maximum weight and length are not exceeded.” I was charged for 3 bags when we only checked 2 bags. And was charged for the sports equipment against their policy. When I questioned this and started to state Aeromexico’s policy, the representative interrupted me, looked me dead in the eyes and sternly stated “You have to pay.” His intend was very clear, I’m in a foreign country and if I wanted to go home with my daughter, I would have to pay up. Note, I did not pay an extra fee traveling to Mexico, same tickets. Nor did any of the other teammates pay extra for their fencing bags. In 2022, a large group from the same fencing school make the same trip to Mexico City for a fencing tournament. No one paid extra then either. I was overcharged $165 (MX$2328). The correct charge should be $60 (MX$1034).

  Business response

  12/06/2023

  Dear Mr. *********: I appreciate the time you took to contact us at Aeromexico Customer Support through the BBB to let us know about the inconveniences you presented due to the charge of the sports equipment during your trip from Mexico to Orlando for November 16, 2023. In this regard, allow me to provide your clarification number SF ********, also I inform you that (as you al ready mentioned) "one piece of sports equipment can be exchanged for the checked bag included with your fare without being considered excess baggage as long as the maximum weight and length are not exceeded" as all additional services are acquired for a passenger flying in a specific flight, route, airline and date, so these are non refundable. However, it's not possible to exchange a previously acquired excess baggage or luggage piece to a sports equipment so no refund can be applied as it is not applicable. Without further ado, I remain at your service for future clarifications and I wish you an excellent afternoon. Cordially, Carlos ***** ******* Ejecutivo de Atención a Clientes Customer Care representative

  Customer response

  12/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  The response did not address the issue. I was charged for 3 bags when I only two were checked (I provided the receipts and luggage claim checks). I was also charged for a sporting bag against their policy. No one else in the group was charged extra for a sporting bag when following their policy. Nor was it an issue the previous 3 flights with them. The behavior of their employee seemed very much like extorsion because I was a foreigner. He won't let me talk or show him the policy. Just a firm "I have to pay" which I understood his meaning.
  
  Regards,
  
  Anthony *********
   
  

  Business response

  12/18/2023

  Dear Mr. *********: It is a pleasure to greet you again. I inform you that due to the nature of the sports equipment that you were carrying, it is not suitable to be combined in checked luggage due to the manufacturing material, dimensions, weight, among other characteristics, so it is necessary to carry it in a suitable container and also, in the proper documentation concept, which was loaded correctly by the airport personnel, as I can see in the system. I must reiterate that a previously purchased item of sports luggage can be exchanged for a checked bag, but not the other way around, so a refund process like the one you request is not applicable. It is necessary to mention that all reservations are independent of each other, so it is not possible to verify the conditions of another reservation compared to yours. Without further ado, I wish you a great day. Cordially, Carlos ***** ******* Ejecutivo de Atención a Clientes Customer Care representative

  Customer response

  12/18/2023

  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.  
  

  Again, your response did not address the issue. I also just noticed the receipt states "SURF / BOGGIEBOARD" which is clearly was not. I was charged for 3 bags when only two were checked. If what you state is true about the sports bag, it isn't, but if it was, you should be refunding me the $30 fee for the checked bag that didn't exist as we only had two bags. And again, the checked bag met you policy. It was under 22.5kg, met size requirements, and it didn't require any special handling which was proven as the bag was on the same baggage belt as all the bags. It met your policy flying out of MCO to MEX where I was charged the correct $30 checked baggage fee. It also met your policy in 2022 when the exact bag was charged the correct $30 checked baggage fee from MCO to MEX and from MEX to MCO. The same style bags that her teammates had were only charged the correct $30 checked baggage fee in 2022 and 2023. This bag didn't change in any way, shape, or form. Or magically become a surfboard. The only difference was your employee who saw a foreigner and extorted me. He spoke English well, but wouldn't even try to explain why this bag that never had an issue on your airline all of a sudden was a problem, or why it was a surfboard. I just got a firm "You have to pay."

  Maybe I understand why you are saying it can't be exchanged with the checked bag, because your employee loaded it into the system as a surfboard. There is no chance anyone would mistake my daughters bag with a surfboard. And getting charged more for a surfboard is completely understandable. But it wasn't a surfboard or anything like a surfboard. 

  Regards,
  
  
   

  
  

  Business response

  01/12/2024

  Dear Mr. *********:
  
  
  It's a pleassure to greet you back at Aeromexico Customer Support.
  
  The suitcase is charged and cataloged in the way you can verify at the receipt according to the content due to the character limitations of our systems (which works on multiple airlines) so the concept is shortened, however different types of sports equipment are included on it, since the documentation charge for equipment of different types has a difference in costs in stead of one piece of conventional luggage because it entails different processes for its boarding, from verification by security personnel to the form and place of storage to avoid damage to it. As mentioned before, services are voluntarily purchased by a customer for use on a trip on a specific route, airline and date. Each baggage presents a difference in concept according to its content, regardless of whether it is a common suitcase such as the one used to transport clothing, footwear and essential items as defined by the terms, conditions and contract of carriage to conventional baggage. When not transporting luggage with conventional contents, the luggage service is not used by your own decision. However, when boarding with sports equipment, the cost for its transportation must be applied. Unfortunately, it is not possible to provide a service without the relevant charge being covered. As mentioned in the same terms and conditions of the baggage, it is possible to exchange a "sports equipment" charge for a "conventional baggage", but it is not guaranteed or even notified that a "conventional baggage" can be exchanged for a "Sports equipment". That said, I regret to reiterate that your refund request is not applicable.
  
  I take advantage of this email to wish you a great day.
  
  
  Cordially,

  
   

  Customer response

  01/12/2024

  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.  
  

  Again, your policy states "“*One piece of sports equipment can be exchanged for the checked bag included with your fare without being considered excess baggage as long as the maximum weight and length are not exceeded.”

  This was the only bag. It 100% met your policy that day, just as it did the 3 previous times AeroMexico transported that same bag for $30, because it met your policy. You continue to state things that are not relevant. That bag met all your requirements. It was the only bag I checked. And you charged me $30 for a checked bag and $165 for a sporting bag. That single bag didn't turn into two bags. And it met your policy. Your employee treated me like garbage and extorted me. There was nothing voluntary about this. He made it clear I couldn't go home if I didn't pay.

  
  Regards,
  
  
   

  
  

  Business response

  02/06/2024

  Dear Mr. *********:
  
  
  I must reiterate that it's established that you can exchange a "sports equipment" charge to board a "checked baggage". But you cannot exchange a "checked baggage" charge to board a "sports equipment". Unfortunately, no different resolution can be provided.
  
  Without further ado. I wish you a nice day.
  
  
  Cordially, 
   
   
  Carlos ***** *******
  

  
  

  Customer response

  02/06/2024

  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.  
  
  Again, you reply makes no sense. I followed your policy, you didn't. I was looked over and was taken advantage of due to racism. I'm in a foreign country, was looked over by your rep who was very rude. Three prior times, no issue and you followed your policy with the sporting bag. All the other fencers in the group for two years, no issue. The only issue happened when your rep was rude and didn't like me and my kid likely because we look different and speak English. Your policy is clear. I 100% followed your policy. If I didn't, please explain how that same bag was not a problem the 3 previous times and nor why similar fencing bags an issue for all the others in her fencing club for the past 2 years?
  
  Regards,
  
  
   
  

  Business response

  02/20/2024

  Dear Mr. *********:
  
  
  Through this email, I extend the definitive response to this incident, which is supported by the established collection processes and the terms and conditions, as well as the relevant transport contract:
  
  For Aeromexico, all customers are important regardless of origin, gender, condition, religious beliefs, or any characteristic, so all are treated with the same respect, however the established restrictions are also applied to all in the same way. and all passengers must comply with the same requirements. It is necessary to mention that all reservations are different contracts and independent of each other, so if on past occasions the relevant charge for the transportation of sports equipment was not made, it cannot be charged currently and after the flight time, nor can the charge be exonerated for future trips because it was previously made due to the carelessness of the airport staff. On the other hand, I inform you that luggage is charged according to the content, so it does not matter if it comes in a common suitcase, as it requires different security verification processes, as well as insurances and other internal issues for the airline in case damage occurs to the same equipment. Finally, the content was foreign to what is established as luggage content, which is common footwear and clothing, as well as basic hygiene items, because the charge was correctly made, a refund will not be definitively authorized because it was a service provided in its entirety. I understand that the response and resolution is not what was expected, however a different response will not be provided even if there are future communications.
   
   
  I take this opportunity to notify you that your case was already escalated to our legal department. In this department we represent the last instance in the processes corresponding to the handling and use of flight tickets or any other incidence.
   
  Unfortunately, a different response cannot be provided if this is not allowed at the terms, conditions and carriage contract that you already accepted at the purchased time, same that you can verify at the next web link:
   
  ********************************************** ***********************************************
   
  That said, I regret to reiterate that your request cannot be applied.
   
  I wish you an excellent afternoon.
   
   
  Cordially,
   
  Carlos ***** *******
  Ejecutivo de Atención a Clientes
  Customer Care representative
  

  
  

  Customer response

  02/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  OMG - the flight out there wasn't a different contract, it was the same booking. The fencers on the same trip booked at the same time, but they were treated differently than me. Of course they spoke Spanish, my daughter did not. Funny how the non-Spanish speaking passenger was singled out, pulled to the side, treated badly, and forced to pay more while the other fencers with basically the same bags who spoke Spanish and were Brown didn't have to pay this fee, but the white non-Spanish speaking family did. Weird huh? AeroMexico policy I assume? Did I have a different contract because I was White? Or didn't speak Spanish?  Stop with the excuses. Facts: One passenger, one checked bag. bag was sports equipment, AeroMexico allows one checked bag to be exchanged for sports equipment (and it was within the size and weight limits), BUT AeroMexico charged me for 2 bags of which one was sports equipment. Only one bag was checked, but you charged me for two. Explain that? Why was I charged for 2 bags when only one was checked? Why were the other Spanish speaking, Brown, fencers in her fencing club not charged that fee doing the exact same thing? WHY? The only difference was I'm white and don't speak Spanish. Their fencing bags were the same or larger. One fencer used a huge golf club hard case, but that wasn't an issue, likely because he was Puerto Rican. But the white girl with the small bag has to pay for a checked bag PLUS a second bag for sporting equipment when ONLY ONE BAG WAS CHECKED. I never wanted to believe it, but the only reason is racism, period. Why else did we have to pay extra when the Brown Spanish speaking club mates didn't with their fencing bag? We all went to the same fencing tournament in Mexico City, only one family had an issue, you know, the White family. But we didn't have an issue in Orlando flying out with the same bag, only in Mexico, because we didn't speak Spanish and were White. 
  
  Regards,
  
  
   
  

*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. ↩