Complain about a product or service

Aeromexico

Fred of peoria, AZ September 17, 2009

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.

Luis of Mission Viejo, CA August 5, 2009

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.

VINCENT of TOLSON, AZ July 31, 2009

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! Too make a long story short due to [their] error, I had to change my flight for the 27th, I had to spend more money for room ad board. I am divorced single parent of 4 boys, I suffer from chronic pain, I did not take enough medication, and I got real sick. [They] have an awful not user friendly website, which general manager in Mexico told me is in under reconstruction. On the 22 nd at the airport [they] told so many thing such as My airplane left the 21st, that that I had a one way to Hermsillo on the 22nd, than that there were 2 Vincent G's that same flight, than that my airlines left the 29th, then manager was going to send me to Phoenix via Puerto Vallarta VIP service, than they wanted to put me on a waiting list of 12 people.

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.

Leticia of Alhambra, CA May 30, 2009

On May 8 2009 I used their services to fly to Mexcio for vacation. My family in Mexico is of low economic means and we were taking them some items including some blankets for thier use. We purchased the blankets in Los Angeles and paid approximately 35 for each one. We were taking with us a total of 4. I was aware that there is a limit of 2 suitcases per person and one carryone each. We didn't think though that they were going to try to charge us 100 for each extra Suit case we were taking. They were trying to charge us 800 for excess bagage when the airline tickets only cost 750 for 2 tickes.

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.

Sheila of DENVER, CO May 9, 2009

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.

Alice of Saint Paul, MN April 13, 2009

Alice of Saint Paul MN (04/13/09)
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!

Alex of Tucson, AZ March 11, 2009

Alex of Tucson AZ (03/11/09)
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.

Roxana of Temecula, CA March 4, 2009

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