Aeromexico

On 30 Dec 2011, we flew from Mexico City to LAX. Didn't get there. We found out just today that they did not land in LAX because international flights cannot land in fog legally, although the Aeromexico flight right behind us landed just fine. We were rerouted to Mexicali, kidnapped and not allowed to leave the plane for over 1 1/2 hours, we were threatened with arrest and prison if we tried to disembark.

We were finally allowed to get off the plane, and the plane left and abandoned us there. We walked across the border and spent almost $400 in taxis and rental car to get to LAX to pick up our car and a total of 17 hours to finally get home. I have been asking for a refund; Aeromexico says "too bad". They contend that since it was "bad weather", they are not obligated to issue a refund. I don't understand why one of their planes can't land but another can, and why they had to take us to Mexicali. By the way, this was in the middle of the night.

My luggage was lost by AeroMexico on Oct. 16. They finally tracked down the bag on Oct. 26 but I was unable to retrieve it until Oct. 28 as they gave me bad information. They delivered the bag to TACA Airlines with no information on how to contact me. After many phone calls and emails they sent the following today:

"Dear Mrs. W.,

According with our conversation about your case, we verify that it is not Aeromexico who's responsible for any kind of refund because the last leg of the trip was made with TACA Airlines.

The resolution of our refund department is that is close your case according with that information. At the same time we are glad that you get your luggage, and please accept our apologies for whole that inconvenience. Besides that it wasn't our responsibility, as you know, according with the Warsaw and Montreal conventions in the article 62 of those conventions.

Kindest Regards,

Marco **

Customer Relations"

As I would have had to transfer the bag to TACA myself after clearing customs I know who lost the bag. What is my best next step? I had to buy 2 weeks on business clothing and toiletries at my expense--over $1000.00 US, not counting international calls, taxis, and time.

It is very unfortunate that Aeromexico, an international airline, treats their customers miserably. I purchased a flight on August 11, 2011 from Mexico City to Los Angeles (#1392170968025) as a result I was unfairly overcharged $100 extra. I called Aeromexico immediately after receiving my bank statement to discuss the overcharge. I called August 22 and spoke with Gabriela. She explained that I would receive a call and my refund. However, today, it is now October 15, 2011. I have not received a phone call or my refund from Aeromexico. I once again called Aeromexico. I was told that I have to write to this email to receive my refund! I spoke to Gerardo, a supervisor, who said he could not assist me because this was another department's duty. I also spoke to Andres who gave me this email.

However, when I called for the first time on August 22, 2011, Gabriela did not notify me of this email that I had to complete, instead she explained about the phone call and refund I would receive. It has been nearly almost two months and I have not received a call nor my refund. I am sure that if I had not called Aeromexico again today, October 15, 2011. It very impressive that Aeromexico treats customers like this. I have flown in Aeromexico before. This had never before occurred. I regret choosing Aeromexico as my airline. I would not recommend it. My question is besides my refund which to begin with should have never been overcharged, what will Aeromexico do for the inconvenience I had to go through?

This message was sent to ***@aeromexico.com as Andres, the representative from Aeromexico, told me to send it. However, today November 29,2011, I called once again to see why I haven't received my refund. I am told to send this to another email address! I am extremely frustrated. The trust I had in Aeromexico has now vanished. I will not recommend this airline to anyone. This is the worst customer service I have received. I am now writing this email once again as I spoke to Margarita and was told to resend this! Please re-read the message below which explains my circumstance!

We departed from Montreal on January 6, 2012 on flight AM 0681 at 10:05 am.The destination was to Mexico City and then onto AM 2460 to Zihuatanejo. During the transport of our luggage, someone in your luggage department stole 2 bottles of very expensive sunscreen bottles plus one big tube of men's shower gel. They also opened two bottles of vitamin pills and spread the pills all over our clothing. Someone in your luggage department is stealing, whether it is in Montreal airport or Mexico City airport. When we arrived in Zihuatanejo, we noticed that they were missing when we started to unpack. It is very disappointing when we put our trust to a carrier and stuff disappears.

This expensive sunscreen is not available in Zihuatanejo and we had to go out and buy something of a lesser quality when we had made special arrangements to have this product with us. I had $100 worth of products that were stolen from my bag.

These are portions of my letter to the airline:

"I am writing this letter to once again attempt to get assistance with a travel issue I had with Aeromexico. This is the first time we bought tickets from Aeromexico and sadly the scheduling unnecessarily turned into a nightmare. For your convenience, you may refer to the newest number given to us by Aeromexico: ****. We had two other ticketed people in our party, their ending numbers are * and *, with everything else remaining the same.

We were on our way from where we live in Tennessee to Florida, on a 14-hour drive in our car to catch our flight in Miami on December 24th. Our first complaint has to do with the fact that the airline precipitated changes that turned our holiday plans upside down. The Travelocity agent, ****, called to say that because of an airline change, we had to either cancel our trip and obtain a refund or get an alternate flight arriving in the afternoon to Villahermosa, Tabasco, on December 24th, which to our understanding is located between 6-8 hours from where we needed to go.

Either way, our holiday plans went down the drain because we could not spend Christmas Eve with family as we had so confidently planned on doing while relying on your airline to get us to Tuxtla Gutierrez on time. We lost money on Christmas-themed gifts and lodging and time because we did not get proper notice as we were already on the road when we received the call.

The second complaint we have has to do with the airline's lack of willingness to rectify an error and accommodate the client. The Travelocity agent asked me to hold on while she spoke to Aeromexico and when she came back she said that it was done, to which I replied, "What is done?" She said, "I booked the Villahermosa trip." The airline refused to make any changes because the new tickets were issued. I asked to speak to the Aeromexico representative, Mrs. ***, on that afternoon of December 22nd to explain that a misunderstanding had occurred and that I had not authorized the change. Mrs. **** refused to budge. Upon seeing the lack of good faith, I decided not to fly with your airline. I wanted my refund after all.

Finally, the Travelocity agent said she would try to find a solution. She came back saying that Aeromexico would issue a refund minus a $200 penalty. I asked whether Aeromexico was planning on keeping those $200 when they originally offered the refund. **** asked Ms. **** and she said no that they were penalizing us for the misunderstanding. I told *** that we should not have to pay a $200 for a change that I did not authorize. She said she would try to work something out and asked whether we would accept airline credit. I was satisfied thinking we could use the full amount we had given the airline.

On Christmas day, we were still in Miami staying at hotels and hoping to find a flight to Tuxtla Gutierrez to at least spend New Year's Day with our family in Mexico. We called Travelocity to make a new reservation with our credit. The representative said the airline had control of our reservation. I asked to speak to a supervisor named Mr. **** , who confirmed this as a fact. So I called Aeromexico to set up the reservation and found another unpleasant surprise. According to the Aeromexico representative, we could make the reservation but would have to pay a penalty. When I asked to speak to a supervisor, I was transferred to Mr. **** who explained that that because Travelocity made the mistake of authorizing the change on my behalf, I would have to complain to them and ask them to take control back of the ticket, which they could do at any time.

I spoke to Travelocity on December 27th, 28th, and 30th and finally ****, a supervisor said that because your airline had control of the ticket, they could not just retake it, that the way the system is set up does not allow for that type of action from their part. He said that Aeromexico would have to free the tickets from your restrictions so they could get control back. I asked him to help us do that; and he offered to call your airline. ***** then called AeroMexico and spoke to **** from the Houston Center, which brings me to complaint #3. **** explained the policy. I explained my situation that due to a misunderstanding, Travelocity authorized a ticket I did not want.

At this point, she raised her voice and accused me of making changes and then not wanting to pay a fine. I found her attitude very unprofessional and I got so upset that I said, "I am done speaking with you, find someone else that I can talk to." Ms. *** did not help me locate ****, as she said no one in the Houston center had that name, nor did she give me the other center numbers so that I could locate Mr. ****; she did not allow me to speak to her supervisor and acted in an unprofessional condescending manner. As I said in the beginning, I have Diabetes Type 1 and within a couple of hours of having the confrontation with your agent, my blood sugar went up to 400 (it should be 100) without consuming any food. This whole ordeal has caused me a great deal of stress and I wish a satisfactory resolution.

All I want is either the full credit that we were offered on December 22nd or a full refund as we are very disappointed at the way the airline has handled the trip by making changes that negatively affected our holiday plans and at the way Aeromexico handled the agency mix-up by refusing to give us the full credit promised and acting in a very accusatory and unprofessional manner. Giving us a full refund would guarantee a win-win situation in which we still spend the money with you and that we don't lose any money.

I know that someone in Aeromexico has the authority to handle this case in a way that benefits both the airline and the passenger. I would also like to see better, more respectful customer service from the Houston Center whether it is by offering more training or pay. I did get good service from other centers (maybe in Mexico?) in previous calls. However, even when I tried to get the other center numbers to locate Mr. ****, through another agent as Ms.*** refused to give any more assistance, the representative from Houston was as unhelpful."

My trip was from Chicago O'Hare direct flight to Guadalajara Mexico. They lost my luggage on the way to Guadalajara. My return from Guadalajara, Mexico direct flight to Chicago O'Hare, I was charged $585 supposedly for two luggages. My luggage was sent to Sacramento, California and 3 days later my luggage is still missing. I can expect the company misplacing luggage on non-direct flight. The person that is in charge in Chicago of advising you of the luggage was rude, not people friendly. I will not recommend using this airline. I was overcharge and Aeromexico does not provide no refund whatsoever knowing it was clearly their fault.

Aeromexico did the same to me concerning a flight voucher. I had to cancel my father-in-law's ticket and was told I had one year rebook. They did not honor the ticket. It was well within the 1year period. I just lost my money.

I bought flight tickets on 11/09/11 and I get charged to my checking account for that on 11/09/18. I got confirmation number and seat numbers. But on the day my sister have to board the plane, they did not let her get in because the transaction was not made from the bank. If I was charged more than a month ago, where is the money? Where are my flight tickets? I called Aeromexico and they told me that my sister had to paid cash in order to take the flight. I felt so disappointed about this.

Like many travelers, I purchased my flight, well in advance of my travel date. I purchased a flight from Aeromexico on November 30th, 2010 to depart on December 18th, 2010. I didn't make my flight, and was given a voucher on December 18th, 2010, for 1 full year. For the past two weeks, I have attempted to redeem the said voucher for a flight for December 2011. After a long, complicated process on the phone, and being passed on from person to person, I was finally told that my flight voucher would no longer be valid. They explained to me that the voucher was only good for 1 year from the purchase date, which was well in advance of my flight date, and not the date it was issued, December 18th, 2010. They will not honor my flight voucher.

Aeromexico will not honor my voucher for a flight, that I was given in 2010. They claim that the 1 year I was given to redeem the voucher, had to be done by the purchase date of the flight (November 30th, 2010), and not the date it was issued, and the date of the flight (December 18th, 2010). I believe that my voucher should be honored up until the date I was given the voucher, which was December 18th, 2010, therefore giving me up until December 18th, 2011 to redeem my flight voucher.

Aeromexico has the worst customer service of any airline. I called and then followed up with an email on Oct 25th and to date, I have not received any response. Their agents in customer service are not helpful at all and all they can say is they don't know. Their website is terrible. You cannot ever check-in via the web without a problem. If you are lucky and it ends up printing your boarding pass, they do not let you use it when you get to the airport.

I used the "approved" lock on my suitcase so if needed, it could have been opened and then locked again. I fully understand airport security and have no problem with my suitcase being checked. However, I am quite upset that the lock was broken instead of being opened. My understanding is that is the reason why it is recommended to only use "approved" locks on all suitcases. I still have not heard back from their customer service on this issue.

I called this evening to tell them I was unable to check in via the web. The agent told me she couldn't find my reservation. I told her that was impossible, so she kept me on hold for 10 minutes and then was able to find my reservation. When I asked if I was going to have a problem with locking my suitcase since they broke it last time, she said "I do not know". I am stuck traveling with them this time, but will never travel with this airline again. I would rather make 3 stops than to fly with them directly into Mexico city.

I was flight 682 on AeroMexico, Friday Oct. 28 from Mexico City to Chicago, and the employees lost my carry-on luggage. I handed the boarding agent my boarding pass at gate 59, proceeded down the through-way to the plane, and then was stopped by 3 employees at a folding table so they could search my carry-on before I could actually step inside the aircraft. They searched my rolling carry-on bag and had me close the luggage. Then one of the female employees stated that there was no more room on the plane and I would have to check the bag! However, I was just on the same size AeroMexico plane from Cancun to Mexico City that was filled to capacity and my carry-on fit fine in the overhead compartment. I told the employee about my previous flight and she said there was no more room and she took my bag. She handed me a ticket number and then told me to pick it up in Chicago. That was the last time I saw my carry-on luggage.

I got off the plane and my carry-on luggage was not right next to the plane door as it usually is. I asked the AeroMexico employee and she stated that it may be on the carousel. Thank goodness I had my passport or I wouldn't have made it through customs. I went to the carousel and my carry-on was not there and to be honest, I don't think it made it on the plane. I filed a claim immediately in Chicago and they have yet to initiate a call regarding my missing carry-on. I have had to be the one to call everyday regarding this pressing issue. Needless to say, my carry-on had extremely valuable and sentimental personal items in it that I would like returned. I am completely desperate to get my items and I feel as though AeroMexico is not concerned and is placing the blame on me.

I have called to ask to speak supervisors, attempted to get corporate numbers, re-told my story, and have gotten nothing but employees telling me it is my problem that my carry on was lost. I have no been so upset as to where I'm in tears nightly because each day that passes and each call I make to customer service, shows me that I am the only person concerned that a carry-on bag was lost by an airline. I'm an at a loss on what to do anymore. I just want an employee to care that your airline lost my luggage and is doing everything in their power to find my bag. It is black rolling carry-on bag made of soft material. I have some souvenirs from Chichen Itza, a castilles of Chichen Itza, bags of dirty clothes, shoes, 2 black bags of jewelry and travel voucher from AeroMexico. The ticket number the AeroMexico employee gave me right before I boarded the airplane was 2012274. She ripped the ticket on the perforation and handed me the white and yellow ticket. That was the last I saw of the bag.

Since Friday Oct 28, I have been told by AeroMexico customer service and Nancy of AeroMexico in Chicago that there is no corporate number for me to call. Therefore I am to just sit around waiting, checking with the airport, doing all the work to locate my bag because according to Nancy "AeroMexico has 21 days to find the baggage" and then it is no longer their problem. Please somebody help me get some good customer service and compassion.

This is only part of a much bigger complaint and I typically never go to this extent to complain, but I feel obligated to let others know this happened so they can avoid this ever happening to them. My girlfriend and I were about to board an AeroMexico flight from Mexico City to Chicago, we just made our way through gate 59 when we were stopped by four AeroMexico employees who asked look through our bags (this is beyond the gate just as we about to walk on the plane mind you). They checked mine and allowed me to continue, however, they told my girlfriend they needed to check her bag because there was not enough room her carry-on (this ended up not being true as the plane was just over half full and we had just taken the same size plan from Cancun to Mexico city that was full and this one was not even close). This has happened to us plenty of other times, as we travel often, so we thought nothing of allowing them to check the carry-on.

The problem arose when we landed in Chicago. As we were walking off the plane there were no bags readily available right off the plane which is where they typically keep carry-on luggage that needed to be checked at the last minute. We thought it was strange, but continued on because when we asked an AeroMexico employee they told us we would find the carry-on with the checked baggage; we took their word for it. Thankfully she had her passport in her purse because we still had to go through customs. After going through customs, we went looking for her carry-on and our checked baggage only to find her luggage with no carry-on in sight anywhere. We checked all over the place to find nothing. I must add that I checked a bag initially, well before the incident at the gate with her carry-on, and my checked bag was also lost. This was two bags lost under completely different circumstances. Considering we arrived at 11:30PM and needed to board another flight at 6:00AM the next day we were less than thrilled to have to go through the process of filing a claim.

To be honest, my girlfriend and I were more than upset, not so much about my bag because checked-in luggage gets lost sometimes, it comes with the territory and I got it back two days later, however, till this day (4 days from taking the flight from Mexico City to Chicago) we have yet to get her carry-on back. Her life was in that bag, not to mention all of the souvenirs we bought from places like Chichen Itza where it is not easy to simply go back to and replace what we bought. Considering everything lost, we're literally talking about close to $8,000 worth of items, cash and jewelry of which AeroMexico is doing nothing at this point to help us get back. They even had the audacity to tell her when she was filing her claim that she shouldn't have had all of her valuables in a bag that needed to be checked- it was her carry-on of which on their website they tell you to put all of your valuables so you don't put them in your checked bag.

I've never dealt with such incompetence in my life. They continue to tell us to wait and see if it comes on the next flight and at this point it is entirely unacceptable to wait that long considering all that was lost. She has been sick to her stomach over this because each time we call we have to re-explain the situation and each time they tell us the same thing which is to wait and see what happens. At this point we do not want any money, which is not what we are looking for out of this, we want our bag back. Honestly, how does a carry-on get lost from the gate to the plane? Theft by an employee maybe? I don't know, but at this point that is the only logical explanation we can think of, otherwise we would be getting answers by now of which we have received none.

Our luggage did not arrive with us on the plane, and the personnel at the airport in Tijuana, Mexico refused to give us a written complaint form. This company has bad customer service. As of today, my luggage has not appeared, and I don't think it ever will.

My family and I flew to Guadalajara, Jalisco on October 3, 2011. The service of the flight was really bad and the flight attendants were really rude. On October 13, 2011, our flight was supposed to depart at 9:20 but it was delayed for an hour. I was talking to an attendant and she was being really rude. So I waited for our flight. Our flight left at 10:20. The flight attendants, once again, were really rude. I got up to go to the restroom. The attendants were handing out beverages and I politely asked them if I can go through. Of course, them being so rude, they said for me to wait when they are finished. I am handicapped and that didn't matter to them. We arrived at California, US. We got off the plane and went to pick up our luggages. I noticed that my stroller was broken. The stroller cost more over than $300. I was not happy with the service of this flight. This will be the last time I will fly with Aeromexico.

On July 19,2011, I purchased a round trip ticket from LAX to OAX to travel on 7/29/11 and return from OAX on 8/8/11. My flights to OAX were great, however the troubles began on August 8,2011 when I arrived to the airport 2 hours and 20 minutes before the flight was scheduled to depart. The agent at the counter was rude and after standing at the ticket counter for more than 25 minutes, I was told that the flight was closed and I had to be at the airport and checked in 3 hours before the scheduled departure because it was an international flight. Seriously? I was going to have a layover in Mexico City for about 3 hours, which I would have to board a different plane.

My husband and I both argued with the agent and the only thing she said was that she would see what could be done. After another 15 minutes, the agent told me she could give me a standby ticket for the next flight so I accepted, however right after I received my standby boarding pass another lady traveling on the same flight was able to check in and proceeded to go through the security checkpoint. The next flight time came and all the seats were sold. The same agent, Patricia Gomez, told me to go back to the ticket counter so they could issue me a new standby boarding pass. Again, the flight time came and all seats were sold. I was stranded there along with 4 other people. I was then told that Aeromexico oversold the seat tickets on my flight and the excuse they gave me was just something to cover up for their mistake. After the last flight scheduled to leave Oaxaca on 8/8/11, I asked the agent what could be done and I was told that I would have to pay a fee for changing my flight for another day and also purchase a new ticket which I was being charged 8,954 pesos which was going to be about $800. I am an enrolled member in the Premier frequent flyer program. What a disgrace! I had to purchase a new ticket for a one way trip from OAX to LAX and I had relative look for a ticket on the Internet which cost me $490.32. I will proceed to dispute half of the charges with my bank for the round trip ticket.

We had purchased two tickets that would take us off from Mexico city at 3:30 p.m. but due to the airplane arriving late, we missed our plane in San Antonio and did not catch our plane to Dallas. We've lost money on this purchase and no one seems to fix it. This wasn't our fault so we demand a response.

On May 26, 2011 my family flew to Guadalajara, Jalisco for a week. We were there for a short time and had parties and family functions everyday. We transferred in Mexico City and "due to aeromexico's new check-in system" our plane arrived late then scheduled at Mexico City. Our connecting plane was supposed to leave Mexico City at 6:30am but when we arrived at the gate at exactly that time the plane was long gone. There were many people stranded from previous flights and from what I heard if you were just not "nice" you weren't going anywhere. My husband ended up speaking to a rep. who told me he can leave on the next flight an hour later. She wrote the new flight number on his old boarding pass. When it was time to board she would not let me,my daughter and my teen son on. She said only my husband and toddler could go. We explained we are a family and can not be seperated. I demanded a supervisor and she always ignored me. She then told us we would have to wait until the next flight 5 hours later.

After changing my tone and pleading with her she allowed us to board. But this was not the worse of our worries. Once we arrived at Guadalajara my son and husband's luggage was not there. We filed a report and were told they would call us once it arrived. I called the next day and a rude representative said it had been found but that he could not tell me when it would be delivered because a delivery service (not part of aeromexico) is in charge of delivering lost luggage. Day three passed by and no one came or called. I called 3 times on this day no one ever answered. I was on hold for over an hour. As I mentioned before we had places to be and my husband and poor son had nothing to wear therefore we had to spend more money on clothes. Day 4 came and no luggage. I called again but this time I requested the reservations dept. instead of the complaints dept. I was able to reach someone in 10 minutes and he was also very kind and told me the luggage should have been there and he said he was going to call the delivery company but if and when they showed up I should keep a copy of the lost luggage receipt that we are to hand over to the delivery company.

On day 5 at 10:00pm at night, while we were not home, our luggage arrived. The luggage was slashed open and half of the content was missing, including new clothing, colognes, and gifts for the many parties. My poor 4 year old was also robbed. His new shirts and shorts were taken from his lugagge. The next day was time to return home so we arrived to GDL early so we could file a claim. A supervicor Ramiro Rivera told us when we get home I should email him a list of all the missing items as well as the cost and that we would be reimbursed. It's been 2 months and a half and still no word from them. I have called the airline twice and emailed them a dozen times. This is the WORST travel experience we've ever had. DON'T FLY WITH AEROMEXICO!!!

I am really angry with this airline because on July 22, my two kids, my mother-in-law and me were supposed to travel back to San Francisco. But the person responsible to give us our boarding tickets in Guadalajara, Mexico only gave me and my kids' tickets. They told me that my mother-in-law was not able to board because her resident card was expired. I told that the resident card has an extension and that emigration gave her until December 2012.

We begged for her to let her board, but the lady denied her to board. She did not look at the date at the back of the card. Thanks to your bad service my mother-in-law missed her doctor's appointment which is really important because she has to take medicine for her heart and to control the level of cholesterol and has to reschedule. I've been so desperately trying to contact Aeromexico to see if she can travel back to SFO. Me and my husband went to SFO airport and talked to the person in charge of this airline. We had to wait for 7 hours in order for them to help us. The lady in charge gave my mother-in-law another reservation, but telling us my mother-in-law has to pay extra.

I am really, really angry because this was your fault and why do we have to pay for the mistakes made by your employees? This was her ticket number ** to board this July 22, in which you guys charged and she did not travel. This is the new code now ** and her name is Estela **. My mother-in-law is old and needs to be here for her appointments. Please be kind enough to fix this mistake done by your employee.

I made a reservation for two reward tickets. It was on hold until 5 p.m. They canceled it at 7 a.m and at 10 a.m when I called to issue the tickets, there was no reservation and they would only offer one seat--ridiculous because a child was traveling so the child stays by himself? Or flies by himself?

This is the only airline that flies the route so no other choices. Also, they said they could only offer two seats three days later!

This is the worst airline ever, there are always issues: I myself have witnessed at the airport issues with other passengers in all areas--baggage, check in, delays, oversold flights, etc.

I traveled from Guadalajara to Ontario on the 16th of July. I got there at 11:45 but my duffel bag did not arrive. They told me to call Aeromexico and that the next day, my bag should arrive at my house. The bag contains all my medicine. It has been four days since my arrival and they keep saying the same thing that they almost bring it, that it is in Tijuana, and that it is not their fault and I have to wait. I need my medicine urgently.

Please do something about this. I have felt bad because I have not taken my daily pills for diabetes and high blood pressure. I cannot really feel half of my body because of the situation.

The airline, Aeromexico, charged me for an excessive plane ticket twice.

Reference bank number **

i arrived to san antonio tx jun 18 p.m. Raul took my claim and said that he will take care of my lost baggage right away. I called him the following day and he said that is sch to arrive in the first flight. Never did nor he called me to let me know. the same story was told to me the next day and the next. and it goes on. Now here comes wed and Raul told me again and confirmed that my baggage will arrive in the 6:30 flight. He even told me that my baggage will be delivered to my address so he told me that the delivery will be arrive between 3 and 4 in the morning .

I was waiting and waiting for my baggage and never arrived . I called and called and no one answered the phone till 10:30 am then again i talked to Raul and he told me that he never received my bags. but he never called to let me know. every time i talk to him or Elizabeth and Alex his supervisor they always would tele me they had other bags to receive. that they would call me as soon as they finish. they never did i have been calling them continuously. and today is thurs. five days later and my bag is not found. please who ever takes this claim i want Raul and his supervisor Alex to be punished. for their lak of respect and not doing their job properly.

I have missing luggage.

First the flight (AM 664) was more than an hour late taking off. It was extremely hot in the flight and I felt very sick....many people had to step off the flight because of they were feeling ill and dizzy from the heat. there was no airconditioning -- it was a very uncomfortable flight.

URGENT: Many of my personal and very expensive items were stolen from my suitcase: a very expensive watch, 2 mexican coin collection that is worth lots of money, as well many other personal things.

I work for the past 15 years in Mexico and go very often and I have never experience this with any other airline. I have called Aeromexico several times and have left message with my concerns and NOBODY has ever called me back.

I will never fly Aeromexico again and I will file a formal complain. I think that I deserve some type of answer or apology from Aeromexico. By the way I was flying first class. The service was terrible....at times I could not even find a stewart to give me some water.......Unexceptable!

Just got hit with a fraudulent charge of approx. 1,800 dollars for services I never contracted.

On the night of 17-07-2010, I was supposed to fly from LAX to Guanajuato, Mexico with Aeromexico. But the flight got cancelled (due to mechanical issues on the aircraft) and we were given tickets to fly the next day, but with a different airline, Mexicana. The case is that Mexicana made me pay for an extra piece of luggage that I had already paid Aeromexico for the night before. It has almost been a year since then and I have not been able to get a refund. I have contacted them via email because, apparently, they don't have a phone number for customer service in the U.S. and they responded from the office in Mexico saying that my case is being analyzed and that is in process, but I think is unacceptable.

I hope there is something we can do. Thank you. I have not been refunded $40 dollars that I happen to presently need.

My employer travels to Mexico often and I do his travel arrangements. This particular trip, I booked the ticket in advance with a credit card, and I was given a confirmation and the transaction was complete. When my employer left Hermosillo, he was told that the credit card did not go through and that we were not charged. They then charged him $100.00 more that the confirmation that I had received a week prior.

My employer is very busy and does not always tell me that he paid this. In tracking the last few charges, this has happened more than one occasion. The credit card is a good card with a very high limit. It has also been used many times by Aero Mexico with no problem. I am usually on the phone with an agent for a long period of time, so we are all clear. I speak English and Spanish so that there is no misunderstanding. They are trying to tell me that there are additional taxes on top of the taxes on the website.

On our way from ORD to MEX, and then from MEX to SJO, they didn't have the vegetarian meals that we ordered three months in advance. We did not even receive an apology for the inconvenience. More seriously, I am disabled--and I was shoved and assaulted by Costa Ricans who should have waited their turn. Instead, they pushed me aside and rushed to the front.

When I complained, the male employee said that I should have hit them back. When I asked a female employee, "What if that was your mom?" She said, "But you are not." An angry Tica with three bratty kids on standby was given our seats that we booked three months in advance! Yes, some of us gringos do know some Spanish! We were last because they wouldn't take us ahead of their country folks who came in after us. They even tried to say that we were late when we arrived at 5:00 AM for a 7:00 AM flight causing us to miss our flight.

They didn't compensate our room, meals, taxi--nothing. The kicker? They are now charging us $300 for a re-booking fee when they are the ones who overbooked and bumped us! They promised a supervisor in 10 minutes. She never came and we spent four hours trying to get help from these worthless Ticos and Ticas at Aeromexico! ** Aeromexico! Never again!

I arrived at Guadalajara Airport at 7:00 a.m. with my husband, who traveled with me on all flights mentioned. Our flight was Aeromexico #2300 to Monterrey and San Antonio. This flight left Guadalajara at 9:45 a.m. As a consequence of many factors, we nearly missed our flight. All of these factors can be attributed to an airline that is very poorly managed, if it is managed at all. On a day that is well known to be travel heavy, we found the Aeromexico desk and baggage check-in to be extremely understaffed. Though there were many people traveling, the line to the ticketing desk moved at a pace that was unacceptably slow. There were only two people checking the bags. There were only four people issuing boarding passes. We witnessed many people miss their flights.

We waited for two hours and thirty minutes to reach the desk and receive our boarding passes. The number of people ahead of us in line was significant, but not enough to justify such a delay. This reflects an abysmal customer service standard at Aeromexico. Despite the unacceptable delay, we received our boarding passes in time to make our flight, but only because we arrived at the airport nearly three hours early. We had two checked bags and two carry-on bags on this flight. We were informed before boarding that our carry-on bags would be stowed in the lower compartments of the plane because there was not enough space in the overhead compartments for this baggage. We were issued claim tickets for the two carry-on bags. We were instructed to debark in Monterrey and claim our carry-ons and pass through Immigration. We did so upon arrival in Monterrey, and then proceeded to a different gate where we boarded the same flight (Aeromexico #2300) to San Antonio, Texas. Again, we were informed that our carry-on baggage was to be checked and stowed in the under compartment of the plane, the reason again being a lack of space in the overhead compartments.

When we arrived in San Antonio, we claimed all of our baggage and passed through U.S. customs, where all our bags were searched in our immediate presence. We then proceeded to the Frontier Airlines ticketing desk as we were to board Frontier flight #1086 to Denver. It was at this time that I noticed one of the carry-on bags was torn on the outside. The bag actually looked as though someone deliberately used a sharp object to cut it open. I tried to register an official complaint at the Aeromexico desk in San Antonio but this was impossible because they wanted to keep the bag, which was full of belongings that had to reach Denver. It was recommended that I register my complaint after reaching my final destination. After this time, my carry-on bags never left my immediate presence.

On flight #1086 to Denver, my husband and I personally stowed them immediately in the compartment overhead. They were unmolested for the duration of this flight from San Antonio to Denver. Immediately after reaching my home in Colorado, I began unpacking my baggage. I found that one of our checked bags was ripped on the inside. A few minutes later, I discovered that an expensive digital camera was missing from one of my carry-on bags. This camera contained personal and sentimental photos from my recent trip to Mexico as well as from the past year and a half. This camera was stolen from me by an Aeromexico employee. The only times in which my carry-on baggage was not in my immediate presence were the two occasions which it was stowed in the lower compartments of the Aeromexico flights. This is a betrayal of trust and responsibility to the worst degree imaginable. This was not only just a camera, but this was also a collection of personal memories which happened to also be the item of highest monetary value in any of my bags, and an employee of Aeromexico has taken it from me and my family. The economic damage resulting from such irresponsibility is significant, but I cannot stress enough that the emotional consequences are much, much greater. This problem must be resolved.

They charged twice the price of my ticket. When I received my bank statement, I see that they charged two times the price of the ticket so I called them and they told me that I needed to send the statement by fax and the number of reservation. They told me that the money was going to be deposited in my bank account until after one month or 6 weeks. Can you believe that? I need the money before that. Otherwise, I wont be able to buy anything in my trip. I feel so mad. This is the first time I'm going to fly in this airline but after this, never in my life am I going to fly again with this airline. They should prepare good those persons who attend to phone customer service. They took too much money from my checking account; they don't know if I need that money for paying my bills. I feel so disappointed. I hope somebody can talk with them and give me back my money at soon as possible.

Thanks for contacting us. In the most attentive, we inform you that we have no access to the accounts of other programs to record flights. If you want to keep their flights on the Delta account, we suggest you check with them directly. If you want to accumulate them in Premier club, we ask that you send your account number, has 9 digits. Best regards.

Flying with Aeromexico has been probably the worst traveling experience in my life. In flight, service is beyond terrible, flight attendants could easily win the prize for the rudest in the world, and the least helpful. As you get in the plane, you find crew's grumpy faces "welcoming" passengers. Food is not even worth of looking at. The glass of water was the best of it all. Pitch between seats is the shortest I have seen ever. I am a frequent traveler, I have flown not only on American companies, but European, Asian, etc. And I had never seen such a ridiculous small pitch. Sitting down on those seats seems to be rather a job for a contortionist.

In the end, after this experience I felt as either going angry about it, or laughing at this terrible experience. I preferred to laugh, but don't get me wrong, I will never fly Aeromexico again. Not even for a cynical laugh. Not worth it. From the moment I checked-in in Mexico City, staff attitude was rude and quite inefficient. Since, I was to connect to an Air Canada flight to Toronto, which departs out of Terminal 1 (Aeromexico departs out of Terminal 2). They have a slow monorail which pick ups passengers only every 15 minutes. So if you are in a rush-- forget it. You will have to squeeze in the very small cars along with many other travelers in order to connect to the other terminal. There are almost null signs to indicate the way to this train.

I am writing to demand a refund for two tickets I purchased from Delta Airlines totaling $1,161.82 on Friday, May 28, to fly my girlfriend and I from Albany to Atlanta, and then from Atlanta to San Jose del Cabo. I also request the prorated sum totaling $200.00 for the postponement of my vacation by one day and one night, thereby foregoing one of the seven nights I paid in advance to stay at the Cabo Azul Resort in Los Cabos, Mexico. I also seek additional compensation for the loss of a vacation day and for the loss of a day and night in Mexico with my girlfriend.

My girlfriend and I purchased tickets from AeroMexico to fly from Albany, New York to Atlanta, Georgia, and then from Atlanta to San Jose Del Cabo on Thursday, May 27, 2010. We arrived at the Albany Airport at 4:30 am expecting to board our flight scheduled to take off at 5:45 am. My girlfriend had called AeroMexico one week earlier, as well as a second time the day before our flight, to confirm our reservations. We were assured by the AeroMexico operator that our tickets were in good standing. Sadly, when we went to retrieve our boarding passes, we learned that Delta, the carrier from whom AeroMexico had purchased our tickets on exchange on our behalf, was unable to process our tickets. We called the AeroMexico customer service line; as did the Delta Representatives. None of the ticket numbers provided by AeroMexico could be processed. We missed our fligh, and thereby our connecting flight in Atlanta as well.

Needless to say, my girlfriend and I were livid at this point. To further exasperate our frustrations, we were told by AeroMexico that an alternative flight could not be secured until 11:00 am EST, as the manager with the authority to process our request was not due to arrive in your Mexico City Offices until 9:00 am, Mexico City-time. We called back at 11:00 am sharp as instructed. We were placed on hold. We called again. We were placed on hold again. We asked to speak to a manager. We were placed on hold.

All told, we were kept on hold in excess of three hours before we finally spoke with a representative with the authority to book a new flight. Our new flight was scheduled to leave Albany at 5:45 pm, to arrive in Atlanta that evening. We were then scheduled to fly out of Atlanta the next morning at 9:55 am to Cabo, thereby forcing us to forgo one of the seven nights for which I had paid to stay at the aforementioned Cabo Azul Resort in Los Cabos, Mexico. Naturally, we requested a hotel voucher to accommodate our unscheduled layover. We were refused and told to seek reimbursement upon our return.

In light of what had happened that morning, we attempted to err on the side of caution and arrived at the Albany International Airport to redeem our boarding passes more than four hours before our flight was scheduled to depart Again, Delta was unable to retrieve our tickets. We spent another three hours trying to work the problem out with AeroMexico over the telephone with the assistance of the Delta international help desk. We were finally told that nothing could be done. This time, a Delta representative was able to speak directly with an AeroMexico manager, though this manager was perfectly ineffectual, unable to provide any solution or offer any accommodation.

It was beyond frustrating. We were forced to choose between buying new tickets on the spot from Delta at $580.91 per ticket or foregoing our vacation for which we had already spent well in excess of $1,400.00 for accommodations. Obviously, we chose the former. Fortunately, the Delta representatives were nice enough to at least furnish a hotel voucher for our layover in Atlanta. As such, we are not including this hotel bill among our demands for compensation.

Incidentally, our flight out of Albany, New York was delayed for four fours. We did not arrive in Atlanta until after midnight. Granted, this delay is fairly attributed to weather and not AeroMexico's failure to perform its contractual duties, though it should be noted that we would have avoided this delay had my girlfriend and I been permitted to board the flight for which we were originally scheduled. We had woke up at 3:00 am that morning to board a flight scheduled to depart at 5:45 am. We did arrive at the hotel in Atlanta until well after 1:00 am the next morning. This was an enormously exhausting day.

In sum, we entered into a contract with AeroMexico. We paid AeroMexico $1,254.80 in exchange for two round-trip tickets to and from San Jose del Cabo. AeroMexico failed to provide us with viable tickets, which evidently AeroMexico attempted to purchase on exchange from Delta Airlines. It is irrelevant to us whose fault it was that these exchange tickets could not be processed. Our contract was with AeroMexico. It is AeroMexico with whom my girlfriend and I had privity and demanded compensation. If AeroMexico contended the fiasco was Delta's fault, we strongly encouraged AeroMexico to seek contribution from Delta.

In any event, we have no privity with Detla, only AeroMexico. Incidentally, Delta adamantly maintains that the processing errors are correctly attributed to AeroMexico. The Delta representatives were very helpful and competent. I have no reason not to believe them. To date, Aeromexico has never responded to our duly submitted complains in any fashion. I was going to commence legal action, but my bank was successful at brokering a refund of the ticket price more than three months after the controversy. It is not cost effective to take legal action to seek compensation for the loss of a day of accommodations in Mexico. Never fly AeroMexico!

To summarize, we had a terrible experience on our way home. We were stranded in Mexico City with no cooperation from any of the Aeromexico representatives. We spent hours having to deal with the most inconsiderate and rude staff. In the end, we managed to get Aeromexico to get us on a plane to Los Angeles; but in LAX they were no more helpful than in Mexico. They would not re-accommodate us for a flight to our final destination, SFO, for which we had prepaid. With no other choice, we rented a car from Hertz and started our 7-hour drive home. This fiasco was not only of the greatest inconvenience, but now we were also cheated out of the portion of the fare from LAX to SFO and also had to incur the extra expense of the car rental that should not have been.

On August18, 2010, our flight on Aeromexico from Cancun to SFO, which left on time at 5:25 PM, with a connecting flight in Mexico City at 8:45 PM, was scheduled to arrive in San Francisco at 11:25 PM. However, as we were arriving in Mexico City, the pilot announced that due to rain, the airport in Mexico City was closed and no flights were allowed in or out; so, therefore, we had to be diverted to the airport in Leon, Guanajuato. We arrived in Guanajuato at 7:40 PM. The pilot said that we were landing to refuel and to wait for clearance from Mexico City. We waited for over 2 hours, with no sign of refueling taking place and they even allowed passengers to get off the plane to shop.

Finally, at 9:55 PM, we left to return to Mexico City. We were lead to believe that our connecting flight would be waiting for us, and in fact, when we arrived in Mexico City, at about 10:45 PM, the pilot announced that those of us going on to SFO should go to our connecting gate. As we searched for our gate, we were stopped at a security counter and told that our connecting flight to SFO had left without us at approximately 9:15 PMa whole hour and a half before we arrived. 15 people were left behind by this flight that was supposedly grounded due to the weather.

We then asked for a supervisor, who was rude from the moment he stepped out. Before we could get a word in, he came out saying, "You're not getting any hotel vouchers, any food vouchers or any flight vouchers, so don't ask." He said that it wasn't his problem we were stuck there. We explained that we paid for a flight home to San Francisco and that we should be accommodated. We further explained that it was Aeromexico's fault because they left us behind despite that we were told it would be grounded when in fact it was only delayed hour and because we felt we were in Guanajuato much longer than was necessary.

He said there was nothing he could do and turned around and walked away. We never saw him again. He claimed his name was Raul **, but we later found out from another employee that Raul ** was not even working that night.

Another Aeromexico agent told us that there was a flight leaving to Los Angeles the next day at 7 PM. We agreed to take that flight because that was all that was being offered and it would get us back in the States and closer to San Francisco. The agent told us we were booked on that flight, but that we had to go to Delta, an Aeromexico partner, at 4:30 AM to get a boarding pass printed out. It was 12:30 AM at that point, so we had to wait until 4:30 AM, sleeping on the floor of the Mexico City airport. Among those of us left behind, there were 5 little children that had to also sleep on the floor, using their dirty clothes as padding.

At 4:30 AM, we headed over to the Delta counter, as instructed. They told us that we were not booked on any flights to Los Angeles and that there weren't any available. We stated that Aeromexico told us that we were booked on the flight and to go to Delta. Delta representatives told us to go back to Aeromexico and talk to them again, but that we had to wait until 5 AM for them to open. Once they opened, we had to explain again to the new Aeromexico representatives all that had transpired and they managed to book us on the flight to Los Angeles on Thursday, August 19 at 7 PM.

Those representatives were also very rude and acted as though they were helping begrudgingly. They said that once we got to LAX, we were on our own. It was a very stressful situation because they even threatened to not issue boarding passes if any of us raised our voices. They even had the audacity to laugh as we were relating our situation. To our question as to what was funny, they simply said I think its funny, so I can laugh if I want to. When we asked for another supervisor, the representative told us to go stand in line at the other counter but refused to call him over. We finally got help from a supervisor named Anjelica, who offered us food vouchers, moved us to a separate counter to issue us our boarding passes for the 7 PM flight and offered to put us on a stand-by list for an earlier flight to Los Angeles.

Meanwhile, my mother, Anna, in California, 2 hours behind Mexico City time, was on the phone with Travelocity. Travelocity stated that they spoke with Aeromexico and that I, and those traveling with me, were confirmed on that 10 AM flight to LAX. When I told this to Anjelica, she insisted that we were only on stand-by. I repeated myself saying that Travelocity said we were booked and confirmed, not on stand by, but she refused to check her system. Luckily, we got on that flight anyway. Travelocity also stated that Aeromexico said that once we got to LAX, we should go to the Aeromexico counter and that they would re-accommodate us on the first available flight to SFO. So we did that, and again, we encountered a very rude Aeromexico rep who refused to even consider the idea of re-accommodating us without direct instruction from Aeromexico in Mexico City. She said it was not their fault it rained. She went behind her counter, making snide remarks as she walked away, and never came back.

At that point, I got on the phone with Travelocity, trying to get help on the re-accommodation. The agent I spoke with at Travelocity put me on hold for 20 minutes while he tried to contact Aeromexico. He reported twice that the airline wasn't answering and that there was not much else he could do without talking to them. We finally decided to rent a car and drive home; otherwise, we would be stranded at LAX.

Aeromexico will be receiving nothing but bad reviews from me and the 14 other people who were left behind. I travel to Mexico nearly every year on Mexicana and American Airlines. I've flown all over Europe and within the U.S. and have never, ever in my life experienced something quite like this. Aeromexico does not know the meaning of customer service. I read the quotes on their website about how great they are and I am just blown away. Here is a direct quote off www.aeromexico.com: "We're dedicated to making you smile. Our ground staff and flight attendants are committed to listening to you, identifying your needs and providing unparalleled service to ensure your travel experience is as pleasant and carefree as possible." This is so far from the truth. They made our trip home a disaster that we will never forget! There's also a $200 charge for a rental car to get home that I'm fighting to get reimbursed!

Also I notice that the all my flights in Mexico were late and because of that I missed my flight #648 from Mexico to Los Angeles because we did not have enough time to get to a boarding gate.

I bought air tickets from Aeromexico for my sister, her husband, and my brother to fly Bogota-Los Angeles-Bogota. Since the flight has a stop in Mexico City, my brother was left behind in this city airport, on Aug 22, without an explanation. When I called the next day asking for a reason, an agent told me it showed in the computer as a no-show. Aeromexico customer service does not answer to my complaint. Please advise. Thank you. My brother had to buy a ticket with another airline after spending more than 12 hours in the airport.

After more than two months many phone calls I still have not received my money back for a canceled ticket!! The ticket was purchased with a Visa card for 1800 dollars, I understand there is a cancellation fee of $200 but have received nothing and now I am told to fax to them the ticket information. The fax number does not work. I called and they give me an email to try. It doesn't work either. I have asked for supervisor and called many times. They tell me I will receive the refund but nothing happens. I hate Aeromexico. Don't ever fly them. I have not been able to purchase a replacement ticket or make other travel plans because they have taken all my money for the trip. I still have not gotten my money back after nine weeks.

My boyfriend and I were flying back from Acapulco and had a layover in Mexico City. Our second layover was in Atlanta, GA and we had to recheck our bags after going through customs for the second time in one day. We had purchased some items in Duty Free in Mexico City. We were told that we could not carry them on so we had to make room in our suitcase. When we opened up the first bag, I immediately noticed my bag had been rummaged through but because we had to get through customs and had 1/2 hour to get to our next gate, there was no time to worry.

While unpacking my bag today, I realized that not only 1 of two pocketbooks I carried is missing but the Diamond earrings that I hid in it as well! Funny thing though the Velvet pouch was left turned inside out. I am disgusted and deeply saddened. I am sure these items had to be stolen in Mexico because my bags had been tossed when I opened the bag in Atlanta! There is perfume on my clothing but most of all, my 1 carat diamond earrings. I cannot believe people don't respect the property of others. I will not rest until something is done about this!

On Dec. 24 2009, we traveled to Mexico with a booking made from Huntington Hay at East Main St. 2nd floor Avon, CT 06001. We traveled on USAirways and half of us on Aeromexico to Mazatlan, Mexico for Christmas break. The four of us had a wonderful time in Mazatlan, but getting there gave us some trouble that I hope you can take care of. On our way down, in Mexico City Airport DF, I lost my passport in Mexico Airport shortly after getting my travel visa. My older daughter helped me to report the incident, while my younger daughter went directly to board the plane with my husband. My husband was told that there was only one confirmed ticket, and three pending tickets.

Rebecca had to wait for everyone else to board before seeing if there was room for her to board the plane. Fortunately, there was one more seat for Rebecca to take with her pending ticket. When Karen and I (Laura) arrived to board, we also had pending tickets and were told we could not board the 4:00 flight plane . We went to the ticket counter to see if we could get on the next flight out which was 9:30pm but the gentleman said we would be #11 and 12 on the wait list because that flight was overbooked too and he suggested we try to get a different flight as we would not know until 8pm if we could get on the flight. He also said the next flight after that would be 1:00 pm Dec.25 Christmas Day In both cases we would have to pay for the tickets, 180 each. $360 total.

We were scared out of our minds of what we would do in Mexico City, where we would stay, what to do and how to get hold of my husband Robert and daughter Rebecca who already left for Mazatlan, and son Robby who lives in Culiacan, and was planning to get us in Mazatlan. So the clerk suggested we try Mexicana. Somehow after a lot of prayers and waiting our turn, patiently but in distress, we were able to purchase 2 tickets for a total of $515.51 on the 8pm flight Dec. 24 from Mexico City to Mazatlan Mexico on Mexicana Airline. If our USAirways flight had not been overbooked, we could have taken it at no extra charge to our destination of Mazatlan.

I dread going through an experience like that again. I hear stories that other people have to stay in a hotel over night when overbooking occurs and am happy that we did not have to go to that expense or bother. It would have been nice too if we could have had a plane voucher to take the other plane since USAirways/Aeromexico was overbooked. I am asking if we could be reimbursed for the tickets we had to purchase to complete our travel getting to Mazatlan for $515.51.

I am sorry for the delay in getting this letter out. My father, we found, was about to die on Dec. 28, while we were away. He held on, and he did pass away on Jan. 1 the day after we returned, and we just had his funeral. Now I am trying to catch up on all of our business. I misplaced the receipt from tickets and just found them. Sent this letter to travel agency and UsAirways, they said it should be sent to you.

I purchased a ticket back in November 2009. I had my daughter call in and cancel it because I had lost my passport. My daughter called the beginning of August to check the fees to reschedule a ticket. She was advised that it was $200. For some reason, we had seen on the internet that it was $150. My daughter told the rep she would call back.

Today, August 9, 2010, my daughter called to book my flight from Seattle as originally purchased when she was advised that Aeromexico didn't fly out of Seattle, Washington. My daughter told the representative, Kate **, that we noticed that they also didn't fly out of Portland, Oregon. Kate ** told her the nearest place was Los Angeles, my daughter told Kate Ava that we were never advised either by email or phone about these changes, and that the $200 penalty should be waved due to Aeromexico's policy that you can rebook within one year. But if the airline no longer flies from my original departure location, the fees should be waved and the penalty should be waved, especially, if I have to fly from Seattle, Washington to Los Angeles.

I was never sent a notice of the changes and legally, Aeromexico should have notified its customers so at least they have the option of flying before the changes are effective. I will contact the US and the Hispanic news stations and get an advice from an attorney.

I think it is unfair and vary unprofessional for your representative Kate ** to have had me on hold for two and a half hours.

A few days ago, I made a reservation for my family (wife and two sons). I made the reservation for Thursday, August 5th. They were supposed to fly that day from Guadalajara, Mexico to Chicago, IL. But when my wife and kids arrived to the airport in Guadalajara, she gave the code to the people at the desk (the same code I got when I made the reservation). After they checked for the reservation, the people at the desk told my wife that the reservation wasn't closed yet. Meaning, they have no reservation. So my family had to go back home in Michoacan, Mexico which is about 3 hours away from Guadalajara for the trip. My wife paid one thousand pesos each way to a taxi cab just to get them to the airport for nothing, plus the expenses made here in the USA.

I drove from Albertville, MN to Chicago, IL. I was almost in Chicago when my wife called me on my cell to tell me the problem at the airport in Guadalajara. So then I called Aeromexico to find out what was wrong with the reservation I made two weeks ago for my family in Mexico. The answer they gave me was that they tried to call me on the phone to let me know that my credit card was declined, so they can't make the charge for the plain tickets. Also, they said that they left me a message on my voicemail because I never answered the phone. Nothing of these were true because I never received the message they were talking about. So after all of these, I called the credit card company to make sure that it was true that the Aeromexico staff told me that my credit card was declined.

The person at the credit card company confirmed what I was thinking. They never tried to make a charge to the credit card, so the staff from Aeromexico lied to me. The only thing I have to say is that my family's expenses in Mexico and my expenses here is about $400.00 (not counting me missing work for a day). So I leave this up to you, if you want to make the compensation. That's all I have to say. Thanks.

My laptop was stolen from my checked in luggage between Cancun, Mexico City and Chicago Aitports. Unable to get my complaint or report the theft to Chicago Police or to the Airlines. Loss of a computer worth $1,500.00 U.S.

I got so mad today. My wife had a flight home today at 7:00am on Aeromexico from Culician to Mexico City and then Mexico City to Houston at 1pm on Delta. She checked in her bags at 6:00am. She had one big bag and one carry-on. The lady at the Aeromexico told her that the carry-on bag will be fine. My wife later boards the plane at 6:50am, and inside the plane, the flight stuartist told her it is to big to go back inside the airport to the Aeromexico desk.

Then they said there is a $55.00 fee, so my wife paid and ran back to the plane. And they had shut the door, saying "Sorry, you missed your flight." The supervisor and the lady who told her the bag was OK apologized for their mistake and offered a ticket on the next flight which would get her to Mexico City at 3:00pm.

I called Aeromexico three times and asked for a supervisor, and they said they don't have a supervisor and that $55.00 is a policy. I argued that "you took my wife off the plane and made her missed her flight home." They had no sympathy. Finally called Expedia, and they transferred me to a supervisor at Aeromexico. I asked for a free ticket for my wife from Culician to Houston, because my wife missed her flight on Delta. She said, "No, but I will waive the $50.00 change flight fee and book a trip from Culician to Mexico for March 10." And I was put on hold, then I got disconnected. I had to pay change flight fees on Delta.

Last year, my husband and my children were going to Guadalajara to a wedding, my son's wedding. I bought 4 tickets. I paid more than 500.00 per ticket and I make a reservation and a Hilton in Guadalajara. I spent a lot of money and we lost the plane because Aeromexico has Expedia costumer service that don't speak Spanish and didn't explain to me when to take the airplane. We make the reservation at June 25 at 10 p.m. They changed it to 1 am without asking me so we thought that they were going on 25 and they said that on the 24, was my family supposed to leave. They never explained.

I'm very upset with Aeromexico because my family didn't go to the wedding of my son. Also the hotel that I paid, the clothes and everything that I bought for nothing. I spent a lot of money and now that I want to use the ticket that I already paid result that I have to pay 150.00 for each ticket us punishment to me like it was my fault. I'm very angry with Aeromexico for everything. I need your help. My husband is not working and I want to use the ticket at least because I already paid them but I don't want to pay more and they are asking me for 964.00 extra for the punishment they said. Please help me.

The economic is a lot because I spend more than 4000.00 dollars in clothes to use in the wedding for my husband, my son and my 2 daughters that they supposed to be the flower girl, my son the bible boy. All the present that I supposed to send. Everything is a big mess just because they don't explain correctly. Didn't care nothing and they said they will give me a credit for my tickets if I use them no more than 1 year.

Well, now I want to use the tickets, I have to pay 150.00 for each ticket as a punishment and is not my fault. That was their fault. And everything I spent to the hotel for nothing and my family are going to Guadalajara and I have to pay 964.00 dollars punishing me instead of I punish them for what they have done to me. Please do something for me. Thank you so much. Sorry for my mistake.

I called and and asked how many points it would take to fly from Atlanta Georgia, to Puerta Vallarta, Mexico. The reservation person told me 30,000, but I need to set up an account with them! I told them I would call back, and a few days later, I did! I set my account up, and asked how long it would take for my points to show up, once I transfer! They told me I needed to go ahead and book my flight, before I transferred my point, to be sure they had a flight available, so I did, and the guy booked 3 adults and 2 children, for may 27th 2010, from Atlanta to Mexico city, then Mexico city to Puerto Vallarta! all was fine. He said to give them a call back in a couple of weeks, to verify the points went through, and the reservation was okay!

I called today, February 11, 2010, and they told me my reservation had been cancelled ,because I did not call back on February 1st. This was wrong, because I was not told this! I tried to rebook with them, and now they tell me they have nothing available, unless I wanted to book sooner or later dates! I had already booked my resort for that week, and it is not refundable. I asked about getting my points back to American Express and they will not do this! This is awful and wrong, and totally misleading. I cannot afford to go and buy 5 tickets elsewhere, and I can't afford to lose my money already paid to my resort. I need something done! Please. This is our family trip, which was ruined because of a receptionist who did not know what he was talking about. Please help me get something done about this.

We purchased two tickets from Seattle to Los Cabo San Lucas on February 15, 2009 for travel in May 2009. Due to the swine flu outbreak, we cancelled our May 2009 flight and still have a credit with Aeromexico for nearly $600.00. We have discovered that Aeromexico does not currently have flights directly between Seattle and Cabo as purchased. Now, we are being told that we have to use our credit and have our travel complete by February 15, 2010 or we will lose our existing credit.

We were not allowed to use the credit last November for a trip to Cancun. We were told that we could not change the destination and we could only use the credit for Cabo; therefore, we booked with another airline to Cancun. I have since learned that at the end of November, Aeromexico did not even have flights to Cabo directly from Seattle.

I have been given nothing but a customer service email address from the telephone agents. I have emailed them three times over the past two weeks and haven't received as much as an automated reply that they received my message. I am at such a loss and don't know where to go from here. I am beginning to get the distinct feeling that I'm about to lose my money. I'm sure that I am about to be out $600.00.

Aereomexico airlines opened a direct fly from Mexico city to Denver, we alway fly Mexicana. We decided to give a chance to Aereomexico to see how their service was,my siste bought the tickets and since she flies with her kids, we dont like to have fly connections. A month later aereomexico change the cancel the direct fly, denied to refund the money and send my sister to Atlanta as connection fly to Denver. She had to spend 5 extra hours on the connection fly. I called to complained and they just not care.

on september 3rd i began calling around for prices on airline tickets to mex.city where we visit my inlaws every 6 months. when i called aeromexico they told me there flight was direct so i didn't mind paying a little more but when we relized that the times from phoenix to mex city were kind of long we called and were told that we had a stop in hermosillo, i was specific when i asked for a direct flight and was lied to.

like i stated that i didnt mind paying a littled bit more for a direct flight, but if i had known i had a layover i would have saved approximately $300.00 going with american airlines. aero mecico simply said they cannot and will not do anything to compinsate me, but the gave me a website of customerrelations.aeromexico.com, that led me to this website.

The staff at the airport in Mexico City told us to go to the wrong departing room which caused us to miss our fly to Cancun. After this happened, I asked the Aeromexico personnel what should I do and with no willingness to help from the staff at the booth we were told to wait on stand by and see if there were any empty seats available on the next flights. Two flights left and all I noticed that my "stand by" tickets were always put at the bottom. I noticed that 4 to 6 people were called when empty seats were available on each flight. I asked the person at the booth again, why they called other people and not my name. I was told that the persons on the waiting list had priority (no one told me that before!); I asked them how do I get on the waiting list. They told me that I need it to pay to have our tickets printed (NOTE; this is in addition to what I had already paid). I went to the ticket booth and they charged me $120.00 dollars!!! to print 3 tickets (one for my wife, one for my 21 month old baby, and mine).

When they were doing that they told me that I also needed to have my return back tickets re-instated because they "automatically" cancelled my flight back!!! They claim that they have the right to do that. They don't care if you had book your hotel and car rental and that you would lose money when they cancel your trip. Needless to say that they also charged me for doing that an additional $380.00 dollars!!! The bastards took advantage of my predicament. I would've lost more money if I had to cancel my hotel reservation and car rental. I finally left 8 hours later on a flight at 9:45 PM. Let's this be a lesson for everyone.

I would never flight in Aeromexico again and I would strongly advice against anyone who plans to do that. Aeromexico have no costumer service at all and they totally take advantage of people's situations when possible. I hope that more people realize what a mistake would be to use their services.

I recently traveled from Phoenix AZ. To Guadalajara Jalisco Mexico, I made my reservation through call center at Houston TX USA For 07/08/09 through 7/22/09. I had requested for my Itenerary to be emailed and [their] inexperienced reservation agent said [they] did not do e-tickets or email itenararies. [They] charged me $15.00 dollars for a e- ticket which I never received, please review voice recordings for this transaction. service agent could not eve spell my last name, how embarrassing!

This the was the most unprofessional service I had ever experience in my life. I missed 3 doctor's appointments, I had my 2 boys abandoned for 5 xtra days, I had to register than late to school, and they did not get the classes they wanted and needed, I had to pay extra to come back the 27th of July because [Aeromexico] did not send me my ticket ant itinerary via email. I had to be in court the 28th for my son.

I have called American Express and I am cancelling both Transactions due to te carelessness of your service which cost me a bundle, I feel like hiring a lawyer, but I am not unless you do not refund me both transactions. I called twice from mexico to verify my departure and it was confirmed twice for my departure on the 22nd of July. And of course [Aeromexico] did not log it on [their] computers. My son took a day of work just to pick me up at home on the 22nd, and he lost 8 hours of wages.

I tried to talk to the person that was checking in our bags and he made no attempt to help us with the dilema. I finally asked to talk to the supervisor and after a few minutes of almost begging she agreed to charge us only $300. I only agreed to pay this amount because the flight was about to close. On our trip back home we used Alaska airlines, had a lot more luggage that when we left, and Alaska airlines only charged us $75. I don't uderstand how there can be such a big diffrence in what airlines are allowed to charge customers for excess luggage. There should be some limit.

I will never use the services of Aero-Mexico again, and I will make sure I tell everyone I can to never use their services.

On May 6th, my boyfriend, Greg, and I were scheduled to go from Miami to Buenos Aires with a layover in Mexico City. Our plane left at 7 PM. We had been dropped off at the airport very early, as my parents had meetings to go to in the afternoon. Upon arriving at MIA at 11:00 AM, we were told to wait until 2:30 pm to check in for the flight. At 2:30 we checked in, and asked the ticketing agent about the flight from Mexico City to BA- the swine flu had caused several cancellations in the past few days. We explained that we would rather be in Miami then stuck in Mexico City. We were assured by two attendants that the flight was still running and there would be no problems. We waited for our flight, and continued to check to make sure that the flight from Mexico to BA was still flying. Again and again we were assured that we would be able to make our flight.

Several hours later, we arrived in Mexico City to find that our flight to BA had been canceled. Aeromexico said it was not their fault- that we should not have gotten on the flight. They did not care and said to buy a new ticket or reschedule for another day. The problem is that they did not know when they would be flying to BA again. They made no efforts to reroute us through another country. WE spoke with several managers who kept sending us to talk to someone else until we wound up right where we started. This went on for two days- two nights of hotel fees and taxi fees- until they put us on a plane to Santiago Chile. From there they explained that it would be up to us to get to BA. So we bought a ticket on a new airline for the trip to BA from Santiago. When we arrived in Santiago, we were each required to pay $131 to enter the country even thought our flight left the next morning very early. We also had to get a hotel in Santiago and pay for taxis again. This in addition to the new flight we had to purchase. We have spent over $1000 additional because Aeromexico made a mistake and put us on the plane in the first place. We could have had our ticket refunded in Miami for free due to the circumstances- but since we had already used part of it, we were not allowed to make different arrangements.

The customer service at Aeromexico is appalling to say the least. They were completely unwilling to help. We purchased tickets to Buenos Aires- not Mexico- but it seemed okay to them to keep us in Mexico. I would like to file a lawsuit against the airline for gross negligence and violation of my rights as a passenger.

On Monday April 6, 2009, Mr. Adams and I had a flight departure at 7:00 AM leaving to Mexico City, from Mexico City we had another connection to Chicago and from Chicago to Minneapolis, Minnesota. Mr. Adams and I arrived to the Guadalajara Airport at 5:00 a.m., checked in, got our luggage searched and our boarding passes were inspected before entering the doors to the gates. We had about an hour and 20 minutes until boarding so we decided to have breakfast. After breakfast we went to our gate and waited until they called for boarding. After minutes of waiting we noticed that there wasnt a lot of people waiting so we decided to speak to one of the agents and they informed us that the plane had already left. They informed us that it was 7:30 a.m., not 6:30 a.m. Apparently, the time in Mexico was changed and we were not notified.

When our luggages were screened, our boarding tickets were given to us or when we had to pass the door before the gates, we were not told anything. I would of assumed someone there would have had some courtesy and notified us of the time change. Or someone could of said to us that our plane was boarding in a half an hour and to hurry up. Everyone there did not make an effort what so ever to notify us. Everyone there took their time while we had to do the screening process. We spoke to a supervisor at the AeroMexico booth and we were told that it was our responsibility to know of the time change. My argument is that if we were Mexican residents then it would make sense that we would be aware of the time change.

As tourists we would of never guessed Mexico had changed their time. The supervisor told us that they were willing to compensate us but it had to be a flight with the same connections as our original flight but they did not have a plane with our connections leaving on Monday the 6th of April. We had the option to pay for another flight, which would of cost us about $600 each or stay the night and wait until Tuesday the 7th for another flight. Mr. Adams and I did not have the money, therefore we were forced to stay another night in Mexico. On April 7th, we arrived to the airport at 5:00 a.m. as instructed and spoke to another agent in AeroMexico. The supervisor and travel agents that we had spoken to the day before were not there and we were told there was a flight with the SAME connections as our original reservation but there was a $250/each charge. At that point the only option we had was to pay for the ticket in order to return to the United States.

I am very disappointed in how we were treated by AeroMexico Airlines. Not only did I miss a day of work, we had to pay for another day of lodging, pay a taxi for transportation, but we were forced to pay for another flight ticket. Despite of how the media portrayed Mexico this year and warned tourists to stay away from Mexico, Mr. Adams and I still decided to visit Mexico. This had been my first time visiting Guadalajara and I feel my trip was a letdown. I have been traveling for more than seven years and never have I missed a flight! I always make sure to be at the airport ahead of time just in case anything occurs.

Even if we would of made it to the airport 3 hours before our flight, we would of still missed it because no one would of notified us of the time change. I cannot rationalize how someone there didnt say anything, and if they saw that we only had hour until boarding, why were we not told? It does not make any sense to me! I don't feel we needed to pay for another flight ticket!

For a high school graduation present, my parent's presented me with a trip to go with them and visit Guadalajara Mexico. My father and I had visited there the year previous flying Alaskan Airlines, but found a very good deal on AeroMexico. The trouble began the day previous to the flight were I had checked our flight status online to discover that our flight from Phoenix to Mexico City's flight time had changed to be 2 hours later and the flight from Mexico City to Guadalajara had not changed, meaning that we would arrive in Mexico City an hour after our 2nd flight would have departed. After about 2 hours on the phone with AeroMexico trying to get them to understand, they finally gave in and said it had been fixed.

When arriving at the airport the following morning we discovered nothing had been done about our arrangements, and the lady at the check-in desk had no idea what to do. It took 45 minutes to correct the problems which forced us onto a flight to Hermosillo, Mexico to be connected to Guadalajara. We accepted the changes and quickly headed to our gate. My mother who is very frightened by even the thought of flying took a huge step in doing this trip with me. We were forced to check all of our bags except my backpack, and unfortunately had to check my mother's bag which she thought she would bring on board which contained her medicines and personal belonging. Taking off from Phoenix airport, we departed towards Hermosillo, Mexico where we would connect. Our plane was a small plane seating perhaps 30 people. No troubles on the first flight as we landed in Hermosillo to go through the customary Mexico customs ordeal.

We then boarded our next flight to Guadalajara where we were promptly took off in a similar aircraft to the first flight. About 45 minutes into the flight, we heard the right engine seemingly slowdown, and perhaps even come to a stop. My father and I exchanged looks as we began to regret our decisions to bring my mother on this flight. The plane began to bank to the right as we began to make a loop back towards Hermosillo. After about another 20 minutes, a voice was heard over the intercom. Being a Mexico national flight on a Mexican airline, we were unable to understand much of what was going on, but with some translation my father and I were unable to understand the words broken, problem, and engine. Luckily my mother doesn't speak much spanish so we kept it together and simply said we were just going back to check on some stuff.

We flew in the air for an additional hour and 30 minutes as we began to worry even further, were we trying to lose fuel in preparation for an emergency landing? From speaking with the other passengers, we found out that we really knew nothing less than anyone else did that spoke the spanish language. Without any information, we landed back in Hermosillo for all of 10 minutes which several families proceeded to leave the airplane and not return. We kept on the plane and proceeded ignorantly on the flight. After about another 45 minutes into the flight a woman began to experience chest pains and after sometime, decided that we must land for immediate medical attention. When we landed in Culiacan, Mexico, paramedics boarded the plane only to tell the woman she was fine. In the process of us being on land again, a man used the restroom next to our seats where the door for whatever reason became permanently locked.

Luckily we were on the ground still and a service man came to the back of the plane and pried the door off to free the man, disabling the use of the restroom for the duration of the flight. When we finally took off, we were lucky to not have any more difficulties for the remainder of the journey. When we landed, there was quite a bit of confusion of where people were coming from and where people were to go in order to declare what they were bringing into Mexico. We arrived at the baggage claim center only to receive 3 of the 4 bags we had checked. The only bag that did not make it was my mother's bag that we were forced to check.

After such a terrible flight challenging my mother's sanity, that was the last straw. Luckily enough, they were able to locate the bag in Hermosillo in customs there and shipped it to us within 2 days. When traveling back to the U.S. once again, the tickets had changed and no record of this was in the system, and the same length of time and ordeal took place in trying to correct the errors in our flights... ignorance. The lack of communication provided from AeroMexico to its passengers during a distressed flight situation is revolting and terrifying, I can only hope that more information might be been provided in the future.

I had called in prior to my departured to see about the luggaged amount, due too I was traveling international I was allowed 2 carry-on. But when I got their they told me that because I was connecting with another airline and also becasue I had a 5 between flights it was not consider international flight. So I had to pay $265.00 for the 2second bag. This is outragous and would like to see how I can take care of this for a refund or something

We purchased tickets through their website to Mexico via Tucson AZ. When we arrived at Tucson, AeroMexico had pulled out the airport, leaving no one there to help us. THey never contacted us about the move. We were able to rent a car and go to Phoenix to catch a flight that went to the same destination. We requested reimbursement of the $80 in cost, and though we sent numerous requests, the only response I received was to transfer me to the US customer relations, and they have never responded at all.

If they had contacted us, we could have changed our flight via Phoenix (it would have been less expensive even)and avoided the stress of nearly losing our vacation. And on the way back, even though we had made arrangements for the change in route, when we got to the airport, they had no record of it. They do not care about their customers at all.

On January 5th we (My parents and I) arrived to Ontario CA from Oaxaca Mx. From Oaxaca, to Mexico city we flew with Mexicana and from Mexico city to Ontario CA we flew with Aeromexico. When we arrived, none of our bags came with us. It was 12:30am and the person who we were doing the report with told us to do only one report for the four bags. she said the four bags would arrive the next day. My mom's two bags came two days later, my dad's bag came on Jan. 12th. we got a compensation of $100 when we picked up that bag. Mr. H (the person who is supposed to find lost luggage) said that that was all we were getting because there had only been made one report. He said that in order for us to get a bigger compensation we were supposed to do one report per bag but remember that we had originally been told to do only one report for the four bags when we arrived.

I kept waiting for my bag and one of the times I called to check on the status of it Mr. H told me that he had already sent like 9 messages through their communication system and by phone to mexicana at the airport in Mexico but that he was getting no responses. he gave me the phone number for mexicana at the airport in Mexico city. I called and I did not get an answer. I only got an answering system, for which I was charged. the next day (Jan 17th) I tried again at a different time and I did get an answer. the Mexicana representative said that they turned in my mom's two bags and mine to aeromexico. otherwise how would we explain that my mom's bags did arrive. she asked me for the reference number and/or report number but I did not have it and she said that with these numbers she would be able to find it faster. so she then gave me a phone number for a customer service person in LA (Teresa B). she said I needed to call her as soon as possible because this person in LA would be able to help me. before she gave me this number I told her I needed someone to help me find my bag because I felt that I was not being helped by aeromexico.

the Mexicana rep. responded with something like "I know. It does appear that aeromexico is not doing anything to help you." I tried calling Teresa B several times but I had no luck. I called Miguel H again to get the report number and the next morning (Jan. 21st) I called the airport in Mexico again at the lost and found dept. and gave them the number so they could help me find the bag. the lady at the lost and found dept. asked me for my name but I told her that the bag was probably under my mom's name. and she said that the bag was in fact under my mom's name and said that according to her system the bag was in their headquarters. she asked me where I lived, I told her I was in Ontario California and she asked me if I wanted it sent to Ontario. when I said "yes" she said she would have it sent and to call the ontario airport the next day to confirm that the bag had arrived. the night before I had made this call I emailed Teresa B and got a response the next day saying also that the bag was concentrated in their headquarters in mexico and to give them 2 days to send it.

that same night I called Mr. H to tell him that I had found the bag and he asked me "where was it? I told him it was at the headquarters in Mexico and he said "see I told you that's where it was." toward the end of our conversation he said "there is always someone who to blame huh, and I guess I didnt do my job right," something to which I did not respond. He had repeatedly told me that he could not get a hold of anybody in mexico but I did get a hold of them. this does not make sense. but anyway when I went to pick up my bag on Jan 23rd I was told that I was not going to get anything for this inconvinience even though I had to buy new clothes and had to make those long distance calls.

In addition, Mr. Hmade me appear as a liar when he said that he never told me he hadn't done his job right. plus his supervisor and him said that they were the ones who had found the bag before me. well if this was the case why did they not call me to tell me about it? and why when I called him to let him know that I had found it he responded with something like "where was it?" and "I didn't do my job right" of course he probably did not want to admit what he had told me in front of his supervisor. and in the end I asked them if they did not abide by the policy of "the client is always right" and Candy M (the manager) said something like "you can look at it however you want."

Today Jan. 24th I notice that things are missing from my luggage and there were pants that do not belong to me. I thought baggage was not supposed to be inspected without the owners' consent. first of all my bag was almost 3 weeks late, I get the worst customer service ever, and then I notice that things are missing from my bag witouht any compensation. oh one more thing. when my dad's bag was still missing Mr. H said that that bag was nowhere to be found and that he had called phoenix and that it was not there. we got a call from aeromexico in phoenix on jan 12 saying that the bag was there.

I purchased a ticket online on 12/2/08.The ticket was reserved for 01/03/09. I received the confirmation and I paid with my credit card. The day of my trip I arrived to the airport and I was told that my ticket was cancelled because It was not charged to my credit card. I never was notified about this issue. Since I really needed to go Mexico for a surgery on Monday, I asked the Aeromexico's employees to solve my situation. The only answer I received was that I had to buy another ticket, and there was nothing to do about.

As a result I bougth another ticket for 800 USD. The ticket reserved at first was 441.94 USD.