ComplaintsforAeromexico

• Initial Complaint

  08/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased tickets from Fresno, CA to Ixtapa, Gro through Aeromexico in June 2022. Our return flight from Ixtapa was delayed, which caused us to miss two connect flights. Aeromexico did not have flights to Fresno, so they flew us to San Francisco instead (San Francisco is three hours away from Fresno). In addition to that, we had to rent a car at 2am to drive to Fresno, which was about $250. The Aeromexico receptionists in Ixtapa, assured us that we would be compensated for the inconvenience, and to file a claim through their website. We have reached out to Aeromexico several times to receive a refund, via email and phone call, and we have been very unsuccessful in obtaining a clear response. On several occasions, I have been told that "Aeromexico Customer Support" will assist me. However, when I contact them, they mention that they cannot assist and that "Aeromexico Reembolsos" will assist. I included both departments in my last email on, on 8/9/22, and neither have responded. We have attempted to receive a refund/response for about a month in a half, and it is very frustrating. I have attached the email thread, as well as the most recent call log. Thanks for all your help! -Jacqueline *****

  Business response

  08/15/2022

  Dear Mrs. *****,
  
  
  Thank you for contacting Aeromexico Customer Relations through the Better Business Bureau.
  
  Regarding your claim, we understand how frustrating it can be when a flight is changed and your carefully made travel plans are interrupted. These situations are faced by all airlines and no air carrier can guarantee that all flights will depart or arrive as scheduled.
  
  It is important to mention that section 7 of our Contract of Carriage specifies the following: 
  
  The Carrier may use reasonable effort to carry Passengers and their baggage with reasonable diligence. Times in itineraries or anywhere else are not guaranteed, and are not a part of this agreement (since they are estimated times and are not an integral part of this agreement). The Carrier may switch, without prior notice, to other Carriers or aircraft and may alter or omit any stops appearing on the Ticket, if necessary. Schedules are subject to change without prior notice.
   
  You can review the information in the following link: **************************************************

  Our records show that our staff assisted you by offering alternative flights to protect your itinerary and you accepted to travel to a different city as long as the flight leave on the same date. You were also informed that if you accepted that change, Aeromexico would not cover the cost of the ground transportation to the final destination.
  

  It is for the reasons above that refund or compensation is not applicable.
  

  We hope that you and your family stay safe.
  
  
   
  Cordially,

  
  Aeromexico Customer Relations

• Initial Complaint

  04/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We have booked our last trip with Aeromexico from Tijuana, Mexico to Cancun, Mexico for a vacation. Leaving December 22, 2021 and returning on January 8, 2022. We boarded our plane to Mexico with no issues. However, On January 7, 2022 we received an email from Aeromexico stating that our return flight had been cancelled and we can request for a refund of our return flight. Aeromexico didn't have any flight alternative for us to return. We had then booked a return flight for January 8, 2022 with another airline and paid our airfare out of our pockets. Aeromexico told us to send them an email to request a refund. My husband did just that on January 10, 2022. Up until now we do not have any resolution nor anyone has gotten back with us. We had called several times and the Customer Service representative would tell us they are not able to help us and we should just wait. They do not know what is the timeframe when our refund will be processed. We are owed money for our return flight that Aeromexico cancelled. No one is able to help. I had already placed a report with the Department of transportation and is just awaiting on their response. Please help.

  Business response

  04/07/2022

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

   

  Thank you for the time you took to contact Aeromexico Customer Relations through the Better Business Bureau.
  
  Regarding your case, we want to inform you that according to the policies implemented as a consequence of the Covid-19 pandemic, if a customer's itinerary is affected by an involuntary schedule change, one of the following flexibility options is applicable:
  
  - You have one complimentary change to rebook your flight with a new date or route (free of charge). Fare difference will not be charged under certain circumstances.
  - You can request a refund in the form of an electronic voucher (EMD) for the value of the non-used segments of your tickets.
  - You can request the refund of the non-used segments of your tickets back to the original form of payment, which you will receive in 12 months from the acceptance date.
  
  If you want to reschedule your travel, please contact our reservations center at 1800 237 6639.
  
  If you accept the service voucher or the refund in 12 months, please send the confirmation in your reply to this email in order for us to proceed.
  
  

  Cordially,

  Anibal *********
  Customer Relations Representative

  Customer response

  04/18/2022

  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.  
  

  We have requested to refund our original form of payment since January 2022.  We have not heard back from anyone from Aeromexico when they received it and when is their supposed "Acceptance" date.  They could not offer us an alternative flight home as the flight they were offering is not until a week when we needed to go back to US for work.  The representative told us we can apply for a refund on the original form of our payment via email and we have done that in January 2022.  When we call the customer service number provided the agents are not able to help us as they said they are not on the refund department and they can't look up anything so the number provided to us here is pointless when no one can give us any updated information.

  Please let us know the status of our refund and when is the "Acceptance" date of our email?

   

  
  Regards,

  Carmina and Mark *********
  
  
   

  
  

  Business response

  04/26/2022

  Dear customer,
  
  
  Regarding your case, we want to inform you that according to your request the refund has been sent to the 12 month process. Please note that our staff may contact you by email or phone next January 2023 to confirm the card details before completing the process.
  
  We appreciate your kind understanding during this unprecedented time. We sincerely hope that you and your family stay safe.
  
  
  Cordially,

  Anibal *********
  Customer Relations Representative

  Customer response

  01/11/2023

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

   

  I have filed a complaint back in January 2022. Aeromexico responded that it will take 12 months to process our refund. It has been over 12 months and they have not contacted us OR have refunded us. They put me on hold and then they disconnect when a representative comes on the line. I have been on hold for over 3 hours! Below is my original complaint. We have booked our roundtrip ticket for our Mexico trip. Our trip was from December 22, 2021 to return on January 8, 2022. Our ticket is from Tijuana, Mexico to Cancun, Mexico. On January 7, 2022 we received an email from Aeromexico stating that our flight home was cancelled. They state that they would offer a refund. We booked our return trip with Southwest Airlines going to San Diego, CA on January 8, 2022 and paid out of our pocket for our flight. My husband reached out to Aeromexico via email as instructed by the airline to ask for our refund on our cancelled return he sent the email to Aeromexico January 10 (see uploaded email copy). Also, attaching the email we received from Aeromexico of the flight cancellation. My husband followed up numerous times to Aeromexico then to no avail. It has been over 3 months and we still have not heard back from Aeromexico for our refund. Please help.
  
  Regards,
  
  
   

  
  

  Customer response

  01/11/2023

  Better Business Bureau:
  
  This letter is to inform you that Aeromexico has NOT carried out to my satisfaction the resolution it proposed for my complaint, filed on 4/6/2022 and assigned ID ********.

  You had only given me an option to close this case.  The last case I filed a complaint you had closed also so there is no way to update to that as it is not pulling up.
  

  
  Regards,

  Carmina

  
  

• Initial Complaint

  02/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During the initial stages of COVID 2020, we were scheduled to fly. But due to the pandemic was unable to. We asked Aeromexico for a refund because they were not flying to Cuba. They refused a refund but offered a voucher. Aeromexico was still not flying to Cuba the entire 2020 or 2021. Given that we were unable to fly to the original destination we had to select places that were available that were not desired. The voucher sent did not stipulate the voucher would expire on 2/2022 and all flights had to be booked prior. When at the time of booking, the reservation person stated the voucher would have to be extended and "to just contact customer service to get the extension to fly, it should not be a problem." Customer service was contacted prior to the expiration and they delayed in response until after the voucher could not be used. It took them almost 7 days to respond. Given that AM and the airline industry as a whole have been canceling flights, trying to be flexible with low availability and unexpected delays, Aeromexico still failed to provide the service paid for. I have all the emails of requests to Aeromexico. The last email denying an extension for a few weeks by Daen ****** ******** *****, Customer Care Representative was not customer service but denial about a promise. In addition, Aeromexico continues to halt flights sine January 2022.

  Business response

  02/23/2022

  Dear Ms. ******, 
  
  
  Thank you for the time you took to contact Aeromexico Customer Relations through the Better Business Bureau.
  
  We have reviewed your case and we regret to inform that your request cannot be granted. Unfortunately, it is not possible to authorize neither changes nor extensions on previously settled compensations.
  Please note that your vouchers expired last February 14, 2022 and are no longer valid for travel.
  
  We appreciate your kind understanding during this unprecedented time. We sincerely hope that you and your family stay safe.
  
  
  
  Cordially, 

  Aeromexico Customer Relations 
  

  Customer response

  02/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
    The voucher you sent did not contain an expiration date for me to make travel arrangements.  The tickets originally purchased was not possible because you were not flying there.  Any other places were not appealing. The point is. you did not clarify the voucher would expire nor did you put the expieration date on the voucher to be an informed consumer or when the flight had to be completed. In addition, your reservationist assured me an email to your office would ensure my extension since it was unknown when the voucher would expire. Futher, when a request was made for a refund in 2021, your reservationist assured me that there could not be a refund. Therefore, I was left to try to find a place to try to travel to given your cancelations and lack of information to make a decsision about travel plans.
  

  Business response

  02/25/2022

  Dear Ms. ******, 
  
  
  The information could have been confirmed in your calls to our call center. We want to reiterate that an extension is no longer possible. 

  
  We appreciate your kind understanding during this unprecedented time. We sincerely hope that you and your family stay safe.
  
  
  
  Cordially, 

  
  Aeromexico Customer Relations 

  Customer response

  02/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   Your response is dismkisive because clearly your agents are poorly trained to give full details. The orignial email did not give the requirments which is the fault of your company.  Really dismissive. as your agents did not rely that information until we attempted to use the voucher in February. We wanted to extend just a few more weeks as the orignial flight was not available for TWO YEARS!!!! The problem is that your company and agent when sending the voucher did not give full details and that is deception. And poor business practice and customer service. What difference does it make to your company to exend the voucher a few more weeks given the UNPRECIDENTED times. False advertising.
  

  Business response

  07/27/2022

  Please review our flexibility policies:
  
  https://www.aeromexico.com/en-us/flexibility-waiver
  
  
  Cordially,
  
  Anibal *********
  Customer Relations Representative
  
  
  

• Initial Complaint

  01/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Our flights scheduled to fly July 21 2020 were canceled due to corona virus. We were issued 3 flight credits of the value $645 and one flight credit at $580. This seemed reasonable but now they have jacked the rates on flights and we are looking at minimum $1400 per seat now! We have until April 21 to book flights or we loose all of our credits. This is totally unreasonable and we don’t even trust Aeromexico enough to book tickets with them we are looking to fly with Air Canada. We would like a refund on our tickets or Aeromexico to provide us flights at a reasonable rate compared to our credit. ****** was our original booking reservation

  Business response

  01/25/2022

  Dear Mr. Kummer,

  
  Thank you for the time you took to contact Aeromexico Customer Relations through the Better Business Bureau.
   
  Regarding your case, it is important to mention that due to the global presence of COVID-19 and its constant variants, any cancellation or modification that affected the passengers' itinerary was beyond the airline's control.

  We have verified that your tickets were cancelled and reimbursed in the form of service vouchers. This was done according to the settlement you accepted and it cannot be reverted. It is because of this that your refund request cannot be processed.
   
  We sincerely hope that you and your family stay safe. 
   
  
  Cordially,

  Anibal Rodriguez
  Customer Relations Representative

*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. ↩