Aeromexico Reviews

After I walked away from the counter, the manager was nothing but unprofessional - approached another person and started whispering on this person's ear. I understand that maybe they could be talking about something else, but you don't do that in front of a customer who just had a horrible experience at the counter. All I did was ask a question about my trip. I am sorry, but I don't work on an airline. Maybe what is clear and understandable to you might not be to me. All I am asking for is for a reevaluation on the personnel who works for a multimillion dollar corporation and to understand that we, as customers, are paying for a service. We are not getting anything for free as the Aeromexico personnel makes you feel.

Convenience has a cost and I believe we do pay for it with money and not with bad experiences. I'm thinking not to use Aeromexico for a while and I will look for other alternatives.

I was able to pay for the taxi through a friend that was traveling with me. When I arrived at the lobby of the hotel, I opened and went through the bag, more carefully. I then confirmed that my camera body (Canon D5), a zipper pouch, with 15,000 pesos or about $1,200, along with my US passport card, was missing. Other items missing were a new iPhone 4 just purchased the day before with a protective carrying case & clip, and some connector cables. When I called Aeromexico from the hotel to advise them of what had happened, a Maria told me that she could not do anything because the baggage handlers don't really work for Aeromexico. They work for all of the airlines.

I said then, "Who should I contact then?" I asked her for a name or a number , and she said she didn't have it. I was advised to contact you now here in the States, because in Mexico, they don't do anything. I want someone from the airlines to contact me and send me a claim form. I feel Aeromexico should be responsible for my items missing since they told me to check in my carry-on. I later saw other passengers with as many as three carry-ons. That is not fair, and they should have limited those passengers to one carry-on as their policy says.

Enforce the one per person rule, so that everyone can take their one carry- on. They label it late check in, but it was not late. It was a required check. I was very early, not a late check-in. Another passenger on that flight also told me she felt that someone had gone through her stuff. She was told the same thing - "No more room, you must check your carry-on." I left and do not know if she lost anything, other than her privacy. Fix this problem, or I will make it a point to personally advertise not to use Aeromexico.

I called a second time and spoke with someone that tried to help me and said he would return my call with an answer if they would refund me the money to change my flight. They never returned my call and I was required to spend $600 to change all the tickets that my family had. I simply don’t understand how Aeromexico runs their business. What happened to accountability? Does it not exist with this company? I seek proper compensation and I will continue to pester this incompetent airline for the wrongdoings.

When I got to L3, they said they can’t help me and I have to buy a new ticket. I explained that I have no money and asked why I can’t use this ticket. They refused to help me. I continued to beg them, “Please, I have no money.” They said no, so I got in contact with my sister in New York. She purchased a whole new ticket for me (that flight left at 7:20 am from Mexico City and arrived in JFK at 1 pm). The original ticket code number is **. I purchased it online with my credit card.

When we got to Guatemala City, we went to Aeromexico office at the airport and the worker we spoke to refused to help us in any way and even refused to call her supervisor. We called to the main office in Guatemala City and spoke to your representatives there. Everyone tried to pass the responsibility to someone else, other division or other office. We spent a few hours on phone calls and explanation about the issue to everyone we spoke to, but didn't get any serious answer. Finally, the manager of the office in Guatemala City airport met us and we explained him the case. The manager called a guy named Os ** that tried to help us. We were told that we can't get our refund instantly and every worker that we spoke to explained us about the company policy and it seems like there is no fixed policy since each and every one of the workers told us something else.

After about a week, we spoke again to Os ** and he told us that we can come to the main office in Guatemala City and take our money; however, we were already in Mexico. He told us that we can get the money in Aeromexico office in Cancun, but the problem was that in the computer, it was marked that we already got the refund. He told us to explain them the case in Cancun and ask them to call him to verify the story. We spoke to the representatives in Cancun, and after long explanation, we were told to call the customer service. Again, we spent a lot of time and money for the phone calls until they agreed to call Os ** in Guatemala and after two more days. They finally called us and said that we can come to the office in Cancun and get our refund. However, when we came to the office, we received only partial refund.

Aeromexico company managed to ruin our honeymoon since we were angry and anxious a significant period of our vacation. We lost a lot of time for the explanations to your workers every time all over again, and also we spent huge sum of money to pay the phone calls (many of them were international phone calls) and the taxis to your offices. It was definitely the last time we are flying with Aeromexico, and we will recommend to all our friends and in all relevant websites to stay away from this company. Finally, after a horrible honeymoon, thanks to Aeromexico, we demand a suitable compensation for the loss of our money, time and the misery that Aeromexico put us through; otherwise, we have no choice to contact our attorney to press charges against Aeromexico.

When I was ready to fly back to my town they told me they didn't have my papers anymore. They had sent through to the Mexico City lost and found, it's already been more than a year and I haven't been able to get them back, I'm really unsatisfied with your airline right now.

Instead of continuing to use the webpage, I called AeroMexico's 800 number and made the reservation, the person attending me was helpful and concluded the transaction by giving me the 6 digit reservation code. A few minutes later, I got an e-mail confirming my reservation. I found it peculiar that the reservation code was different. After checking, I found I had two identical reservations. The reservation I had made on the website had gone through. I called the airline to cancel one of them. After the cancellation was done, I found out that I would not receive a refund for 4 to 6 weeks. Taking this long to get a refund is very frustrating and now it is up to me to keep checking if I do not get this refund. I checked their policy on refunds and according to it, they will process refunds within 7 days, but you will receive the refund from one to two of your credit card's billing cycles. To me, these hassles were not worth the savings. Please go with another airline if you can.

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.

“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.

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!

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.

"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."

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.

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 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.

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.

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.

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!!!

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.

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.

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.

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 tell 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. Today is Thursday, five days later and my bag is not found. Please, whoever takes this claim, I want Raul and his supervisor Alex to be punished for their lack of respect and not doing their job properly.

I worked 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 steward to give me some water. 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 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.

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!

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.

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.

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!

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 PM—a 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!

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!

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.

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.

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.

Once we arrived at MTY airport for our return flight, we were informed that there was no such flight! We had paid and been booked on a flight that did not exist. So now, after we have scheduled, paid, rescheduled and arrived at the airport to complete our agreement with Aeromexico, we find that they have fraudulently promoted and charged for a fictitious flight. There was no notification about the flight change.

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.

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 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 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.

I asked the person at the booth again on 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 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 to print three 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 reinstated because they "automatically" cancelled my flight back! They claimed that they have the right to do that. They don't care if you had booked your hotel and car rental and that you would lose money when they cancel your trip.

Needless to say, they also charged me for doing that for an additional $380.00! 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 eight hours later on a flight at 9:45 PM. Let this be a lesson for everyone. I would never fly with Aeromexico again and I would strongly advise against anyone who plans to do that. Aeromexico have no customer service at all and they totally take advantage of people's situations when possible. I hope that more people realize what a mistake it would be to use their services.

To make a long story short, due to your error, I had to change my flight for the 27th. I had to spend more money for room and board. I am a divorced, single parent of 4 boys. I suffer from chronic pain. I did not take enough medication, and I got real sick. You guys have an awful non-user friendly website, which your general manager in Mexico told me is in under reconstruction. On the 22nd at the airport, you guys told so many thing such as my airplane left the 21st, that that I had a one way to Hermosillo on the 22nd, then that there were 2 Vincent ** on that same flight. Then, you guys said that my airlines left on the 29th, then your manager was going to send me to Phoenix via Puerto Vallarta VIP service. Then they wanted to put me on a waiting list of 12 people. This the was the most unprofessional service I had ever experienced in my life.

Thanks to you, I missed 3 doctors appointments. I had my 2 boys abandoned for 5 extra days. I had to register them late to school, and they did not get the classes they wanted and needed. I had to pay extra to come back on the 27th of July because you did not send me my ticket and itinerary via email. I had to be in court on the 28th for my son.

In conclusion, I have called American Express and I am cancelling both transactions due to the 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, you guys did not log it on your computers. My son took a day off work just to pick me up at home on the 22nd, and he lost 8 hours of wages, thanks to you. Remember that the customer is king in the business world. If you need assistance in redoing your webpage, I'll gladly refer you to some professional Web designers to make your page user-friendly.

After minutes of waiting, we noticed that there weren’t 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 luggage 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 have assumed someone there would have had some courtesy and notified us of the time change. Or someone could have said to us that our plane was boarding in half an hour and to hurry up.

Everyone there did not make an effort whatsoever to notify us. Everyone there took his/her 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 was that if we were Mexican residents, then it would make sense that we would be aware of the time change. As tourists we would have 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 cost us about $600 each or stay the night and wait until Tuesday, the 7th, for another flight. Mr. ** and I did not have the money; therefore, we were forced to stay another night in Mexico.

On April 7th, we arrived at 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 charge for each. 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, and we were forced to pay for another flight ticket. Despite how the media portrayed Mexico this year and warned tourists to stay away from Mexico, Mr. ** 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 made it to the airport 3 hours before our flight, we would have still missed it because no one would have notified us of the time change. I cannot rationalize how someone there didn’t say anything, and if they saw that we only had an 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!