Business Profile

Airlines

Aeromexico

Headquarters

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Complaints

This profile includes complaints for Aeromexico's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

309 total complaints in the last 3 years.
61 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/07/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
For two weeks, Aeromexico has refused basic requests while providing contradictory explanations that demonstrate deliberate deception or gross incompetence. My original flight AM409 was scheduled 4:00 PM departure *** to Mexico City on 6/19/25. After boarding, we sat on tarmac 4+ hours without food/water before cancellation with inadequate rebooking assistancea clear violation of passenger care standards. I received only one-way taxi voucher back to *** while other passengers got round-trip vouchers, forcing me to pay my own **** back to *** next day. My rescheduled flight AM9484 on 6/20 was delayed 3+ hours due to crew failures, creating total 29-hour delay. Aeromexico claims weather caused AM409 cancellation, but their AM403 flight successfully departed *** to Mexico City same evening at 6:20 PMafter my cancelled 4:00 PM flightproving weather wasn't prohibitive and their explanation is demonstrably false. They admit AM9484 delay was crew-related but refuse compensation for either incident, using contradictory excuses to avoid responsibility. For two weeks, customer service has systematically refused acknowledging AM403 operated successfully same day they claim weather prevented flights, ignored four explicit requests for **** reimbursement, refused escalation despite policy inconsistencies, and focused only on debunked weather excuses while ignoring crew delays they admit were their fault. I'm only seeking reimbursement for out-of-pocket **** expense since other passengers received round-trip vouchers while I got inferior treatment, yet customer service won't acknowledge this disparity. I seek **** reimbursement, acknowledgment of contradictory weather explanation given AM403 operated successfully, explanation for inferior voucher treatment, and escalation to competent supervisor willing to address documented facts. This demonstrates systematic customer service failure, deceptive practices, and discriminatory treatment warranting immediate BBB intervention.
Business Response
Date: 07/11/2025
July 11, 2025

BBB Complaint #******** | 05671781

Dear Mr. ******************* you for contacting us through the Better Business Bureau.

We have performed a meticulous investigation regarding your case number based on the response previously provided in the case numbers: 0560-7899, 05647-357, *********, *********, *********, *********, *********, *********, *********, and 0568-6450.

According to the aforementioned, we inform you that after an exhaustive review of your claim and analyzing the cause of the cancellation of flight AM409 on July 19, 2025; we have confirmed that the flight was cancelled due to weather conditions, and unfortunately under contract of carriage, this is considered to be beyond the carrier's control. Please note that the decisions were taken to ensure the safety as well the integrity of the fleet.

However, we would like to inform you that with respect to our investigation, you were accommodated and protected on the next available flight AM9484 on July 20, 2025, free of charge, in order to respect contract of carriage.

Please be informed that based on the above our Contract of Carriage stipulates the following:

"Passengers recognize and accept that the Carrier shall not be liable for the payment of damages caused by a default in the rendering of the services contracted through ****************************** in the event of an Act of God or Force Majeure, which include but are not limited to: acts of government authorities; compliance or observance of laws, regulations, government orders or lawsuits or from its agencies or units; strikes; work stoppages; temporary closing of airports providing service; alteration of the public peace; fear or imminence of war; civil war, blockage, embargo, epidemics, pandemics, quarantines, air piracy, fire, flood, bad meteorological conditions (fog, rain, frost, snow, etc.) or similar causes beyond control or will of the contracting parties; failures or accidents suffered by the aircraft that, in the opinion of the captain in charge of the aircraft, may set the operation and safety of passengers and crew in danger; or similar circumstances to the above, among others, that make compliance with the rendering of the contracted services impossible."

You can review the previously mentioned information in the section 7 of our Contract of Carriage in the following link:

**************************************************************

Therefore, based on the above, it is not applicable to ***** any compensation or reimbursement, since the reason for the cancellation is not attributable to the airline. In addition, we inform you that on routes to and from the *************, ********* does not offer any type compensations related to flight delays or cancellations.

Nevertheless, as a one time exception and as a gesture of good will, we have proceeded with the issuance of an *** voucher in services with Aeromxico for the value shown on the **** transportation receipt provided.

The *** voucher can be found attached to this e-mail.

We share the guidelines for the use of *** vouchers:

- Vouchers and their possible remnants are valid for one year from the date of issuance of the *** voucher. To exchange and use the flights purchased with the ***, the voucher must be used before July 11, 2026.
-You can contact us through the following channels: Call Center (************) and Travel Stores.
-Vouchers cannot be transferred or endorsed.
-Vouchers are non-refundable.
-Vouchers cannot be combined with other compensation.
-Vouchers can only be redeemed on Aeromxico and/or Aeromxico Connect flights.
-Additional services such as seat selection or extra luggage, among others, cannot be paid for with the voucher.
-Vouchers are not valid for Aeromxico Vacations packages.
-AM Rewards Points are accumulated according to the purchased fare when the voucher is redeemed.
-Fares are subject to availability.
-It is not possible to use the voucher to purchase tickets with travel agencies.
-Only vouchers with a value in Mexican pesos or United States dollars can be redeemed through Aeromexico's website.

We kindly recommend you to contact our Reservations Area at our ************ where they will gladly assist you with the redemption of the *** voucher.

You can find our contact phone numbers by clicking on the following link:

********************************************************

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Initial Complaint
Date:06/27/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am an international student living in ******. On Tuesday, June 24, 2025, I was scheduled to fly from ********* (YVR), ****** to ******** (GRU), ******, with a flight booked through *********** and operated by *********, with a layover in Mexico City (MEX).When I arrived at the airport and attempted to check in, I was denied boarding by ********* staff because Mexico does not allow transit for passengers who hold only a Canadian ETA (Electronic Travel Authorization). I was completely unaware of this restriction at the time of booking, and there was no clear warning about it on the platform or itinerary.Since then, I have contacted *********** multiple times (at least three). Each time, they tell me that only the airline (*********) can process a refund or reschedule the flight. I have also contacted ********* more than once, and your team tells me the opposite that only the agency (***********) can help. Im being bounced back and forth between both companies, with no accountability, no solution, and no refund.I am a student who has been living far from home for nearly two years. This trip was very important to me, and I had to borrow money to afford it. Losing the flight and the money has been emotionally and financially devastating. I respectfully request that ********* provide a full or partial refund. I have all the documentation needed and can provide it upon request. I'm just asking for some kind of solution, and not for the two companies to keep throwing me at each other without offering any help.I am truly hoping for a fair resolution to this situation.
Business Response
Date: 06/30/2025
Dear *. ********:

I appreciate the time you spent in contacting us at Aeromexico Customer Support through the ******************** to make our knowledge about the loss of your flight due to the lack of immigration documents and processes.

In this regard, allow me to provide your clarification number SF ********; likewise, I kindly notify that the information provided may lack accurate flight information such as dates, passenger name, flight route or some other data. Without this exact information, we were unable to verify the details of your incidence, as it is necessary to provide a reservation or confirmation code (these are 6 letters provided by the point of sale), ticket number (13-digit number starting with 139 if generated with Aeromexico), flight number with Aeromexico, flight routes (origin and destination of your flights) and date of your flights as no previous contact to our department was found.

However, I must inform you that it is the responsibility of the passenger to have the necessary migration documents to enter the country of destination, so the loss of your flight is not attributable to the airlines.

Please note that airline staff check documents that should have been previously verified by the migration department. They only check the documentation that is required at our systems, which must be provided in full. Therefore, it is the passenger's responsibility to verify the necessary migration documents at the consulate or embassy of the country to be visited, so the loss of your flight is not attributable to the airlines. That said, no refund, change or compensation is applicable on our part.

Finally, I must inform you that we do not have any interference on tickets acquired at travel agencies, so the same sales area is the one that can modify your tickets, however, as this incidence is not attributable to the airline or the same travel agency, no resolution in your favor can be guaranteed.

By the other hand, your flights operated outside the *** airspace and outside the *** airports so this incidence is external to de BBB jurisdiction.

I remain at your support for further clarifications and I wish you an excellent afternoon.

Cordially,

****** **** *********************** representative

AMLegal
Initial Complaint
Date:06/18/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This complaint is about paying twice for the exact same flight.On June 8th Melisandra missed her flight to Mexico City departing **************. Because she missed her departing flight she also "lost" her return flight for June21st. So when booking a new departing flight for later that night (june 8th) we had to book and pay for her return flight (June 21st) again hence paying for the exact same flight twice. This should be illegal. Please let me know if you need additional documents.
Business Response
Date: 06/19/2025
Dear Ms. ************************** you for contacting us at Aeromexico Customer Support through the ******************** to share the inconveniences you presented to board your flight from *********** to Mexico on June 8, 2025.

In this regard, allow me to provide your file number SF ********. On behalf of those of us who collaborate with ***************, I thank you for your time in contacting us to notify us about the incidents that occurred while attempting to board your flight. In this regard, allow me to address the following lines:

All airlines depend on multiple factors to operate a flight in a timely manner. That is why we ask our passengers to arrive 180 minutes before an international flight and 120 minutes for domestic flights. According to our records, the mentioned flight was addressed in accordance with the procedures. Unfortunately, this had already been delivered to the airport authorities when you showed up at the boarding room. Once a flight is closed, its not possible to open it to board additional passengers, so no refund or compensation is applicable.

Regarding the return flight, I must inform you that you have generated a flight reservation with Aeromexico, which is a contract where the airline commits to transport it to you at the times and dates established in the order you chose. Therefore, you must take the flights in the order in which you made the purchase; If you did not use a flight segment, the contract is canceled due that you have not complied with it and you will not be able to use the following segments. This information is stipulated in the carriage contract with Aeromexico that you can verify through the next web link:

**************************************************************

Without further ado, I take advantage on this mail to wish you a nice day.

Cordially,

****** **** *********************** representative

AMLegal
Initial Complaint
Date:06/09/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased two airline tickets to travel from *******, *****, to *******, Mexico. Since booking, the flight schedule has changed substantially, with the new arrival time delayed by more than 9 hours from the originally scheduled arrival. Due to this significant schedule change, I can no longer take this flight.According to the ********************************* (***), passengers are entitled to a full refund if the airline makes a "significant" schedule change and the passenger chooses not to travel. While the *** does not define "significant" by a specific number of hours, a delay of 9 hours is generally considered to meet this threshold.I contacted both ***************** and ********* to request a refund, but I have encountered ongoing difficulties. I have been repeatedly disconnected or unable to speak with a customer service representative to resolve this issue. After finally reaching ************* customer support, I was informed that I am entitled to a refund; however, they stated that the airline (*********) has yet to approve it.I am requesting that this matter be resolved promptly and that a full refund be issued in accordance with *** regulations regarding significant flight schedule changes. Please let me know if any further information or documentation is needed to expedite this process.Thank you for your attention to this matter.
Business Response
Date: 06/10/2025
June 10, 2025

BBB Complaint #******** | 05562510

Dear Ms. **************************************** you for contacting us through the Better Business Bureau.

We would like to remind you that your tickets 1397197710370 and ************* of the reservation GMFFOB were purchased through a travel agency. Accordingly, we recommend you to contact your travel agent for assistance and other questions you may have about your agency ticket.

In addition, to request the reimbursement or for any further inquiry, we kindly ask you to contact the same travel agency you used for the original purchase due to the fact that third party vendors are the mediators responsible for third party contracts acquired through them.

Travel agencies already have all the necessary information they might need in order to request refunds, among many other processes. There is no need for them to send emails or for the customer to contact the carrier. The reimbursement has to be requested through their system, just like they sell tickets.

Please consider that the refund has to be requested by the same travel agency that made the tickets sale following the process established by each carrier.

We appreciate your kind understanding.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Initial Complaint
Date:06/05/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This complaint is regarding my flight on Saturday, April 12, from Mexico City to ******/*********** (Flight #FWFJBL).I arrived at the gate on time after clearing airport security. However, I was selected for an additional random security check at the gate. While this check was taking place, the airline gave my seat away to another passenger, effectively denying me boarding despite my compliance and punctuality.This situation is unacceptable. Based on my understanding of **************** Law, passengers who are denied boarding under such circumstances are entitled to a full refund plus 25% compensation.
Business Response
Date: 06/06/2025
June 06, 2025

BBB Complaint #******** | 05548864

Dear Ms. ************************************* you for contacting us through the Better Business Bureau.

We would like to inform you that the regulation was implemented correctly, since after a thorough review of flight AM1450, according to our records, the aforementioned flight was closed and addressed in accordance with current procedures. Unfortunately when you presented yourself to the counter the flight had already been closed; it is important to mention that all airlines depend on multiple instances to be able to operate a flight in a timely fashion. If not adhered to, the airline is no longer responsible for any complications which may result.

In addition, we identified that the ticket 1395472625833 was purchased at a classic regular fare (K), which is non-refundable and only allowed changes no later than 3 hours prior to flight departure covering the corresponding penalty fee, difference between rates, and service fee.

However, we would like to inform you that your ticket was purchased through a travel agency. Accordingly, we recommend you to contact your travel agent for assistance and other questions you may have about your agency ticket.

It is important to mention that we cannot perform any action on tickets that were not purchased directly with *********. It is due to the aforementioned that any situation related with tickets issued from a travel agency should be discussed with the travel agency as well.

Aeromxico appreciates your preference.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Initial Complaint
Date:05/27/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Round-trip flight from *** to CDMX (KYXEJZ). 04/25/25 at CDMX, Aeromexico staff couldn't check me in as my ticket was marked VOID (etix *************). *** sent me to sales desk to help fix the issue, but new *** said he couldn't help as ticket had been refunded already. I stated that wasn't true as I hadnt received any money or info related to a refund; he said refund was issued when I checked-in at ***. His solution was to ***urchase ticket if I wanted to board the plane. He charged me ******MX pesos (******US dollars) for ticket and bag; I asked to honor my previous price as this was Aeromexico issue mishandling ticket. He said it was either that or not boarding the plane. I was forced to ***urchase the exact same seat I had before at 4 times its original price (etix *************, KFQOCR). The check-in agent added comments to new ticket to confirm old ticket had issues. I ***orted incident and requested the refund for double charge of the same ticket. **************** *** ******* rejected claim and closed the case stating my original ticket was fine, and I had abandoned it to purchase a new one. I called and agent ******* said it was my word against the info they had. I mentioned the comments added to ticket by airport agent, and we sent a new claim with that info. ******* denied it again with no admission of new info, she only offered a voucher for original return flight. I opened a new case, and I asked to leave case open, so records from the 2 previous cases including attachments are sent to me (case#********, ********). I made it clear I want an explanation, why the comments from airport agent are being ignored. ******* ignored my emails 4 more times including a request to escalate it with supervisor. Last email sent (claim#********), but it has been ignored. Aeromexico refuses to give me the info related to the claims; they refuse to acknowledge the comments from airport staff verifying the faulty ticket. No one is taking responsibility for the fraud.
Business Response
Date: 05/29/2025
May 29, 2025

BBB Complaint #******** | 05507921

Dear Ms. **************************************** you for contacting us through the Better Business Bureau.

We have performed a meticulous investigation regarding your case number based on the response previously provided in the case numbers: *********, *********, *********, and 0547-7688.

According to the aforementioned, we would like to inform you that after overviewing the information that you share with us, we hope that you know it is never our intention to inconvenience our passengers.

We would also like to thank you for reaching out to share your experience. Your comments are very important for us as they will help us to better our efforts to provide our customers, with the best possible service. We will be forwarding the information you kindly share to the involved areas so actions can be taken to ensure that all our services are on par with our standards.

With respect to your case, we inform you that we have proceeded according to the airport indications with the reimbursement of the MEX-SFO segment of flight AM664 of April 25, 2025 of the ticket ************* of the reservation KYXEJZ.

As well as the reimbursement of your baggage ************* of reservation KYXEJZ.

We regret to inform you that it is not possible to proceed with the refund of the ticket ************* and baggage ************* of the reservation KFQOCR because these services were used and the purchased services were granted.

Please be advised that it may take between 10 and 15 business days for this refund to be reflected.

Aeromxico appreciates your kind understanding.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 06/02/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept the resolution even though this is not what I was expecting. I do not believe a passenger should experience monetary loss due to mistakes caused by airline staff and their contradictory statements that ultimately caused the need to repurchase my ticket by their incompetence. The lack of accountability by the airline indicates poor customer service in this situation when I purchased my ticket with ample time in advance to avoid paying front desk same day prices. At this point, I am tired of dealing with this situation. Please have the original ticket and bag reimburse to me in the same original form of payment. Thanks

Customer Answer
Date: 06/30/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

I have gone back and forth with them asking me to wait 15 business days from May 29th, but I still haven't received anything regarding the resolution or a reimbursement.

Regards,

Business Response
Date: 07/01/2025
July 01, 2025

BBB Complaint #******** | 05644135

Dear Ms. ********************************** clear="none">Thank you for contacting us once again through the Better Business Bureau.

We have performed a meticulous investigation regarding your case number based on the response previously provided in the case number: 0561-6779.

According to the aforementioned, we would like to remind you that the reimbursement of the MEX-SFO segment of flight AM664 of April 25, 2025 of the ticket *************, as well as the baggage 1394420778051 of the reservation KYXEJZ should be reflected approximately 15 business days after June 27, 2025.

We remind you that the time it will take to be reflected in your account will depend on your banking institution.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Initial Complaint
Date:04/26/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to express my deep dissatisfaction with the issues affecting my upcoming family vacation, booked with your airline this June. Despite careful planning, I have endured repeated flight changes, prolonged customer service delays, and the unexplained removal of paid seat assignments, creating a stressful and disappointing experience.Main concerns:Flight Changes:Our outbound flight from ********* to ***** was changed to a day earlier, disrupting our hotel booking and schedules. Though one agent helped resolve this, our return flight was later changed, requiring another hour-long call to fix, as I couldnt change it online.Unacceptable Layover:A new itinerary now includes an 8-hour layover in *** on our returna major inconvenience not part of our original ************ Assignments Removed:I paid extra so my family could sit together. An agent confirmed our seats on April 5th, but they later disappeared online. On April 14thmy birthdayI spent over two hours with customer service, was repeatedly transferred, treated dismissively, denied a supervisor, and left with no resolution.This lack of professionalism and empathy is unacceptable. As someone who has managed call centers, I know how important courtesy and accountability are.I request: Restoration of our four assigned seats as previously confirmed. Assurance that no further changes will be made without my consent. A formal apology for the poor service and wasted time.This is my second booking with Aeromxico marked by preventable problems. I expect a prompt and professional resolution.
Business Response
Date: 04/28/2025
Dear Mr. ******************* appreciate you taking the time to contact the Aeromexico *********************** through the ******************** to share the issues you are experiencing with the itinerary change that occurred on your flight from ********* to ***** on June 29, 2025.

In this regard, please allow me to provide your clarification number SF ********. Also I kindly share the following points with you:

The BBB is a legal entity that verifies whether applicable procedures are not carried out in accordance with the legal framework during the established itinerary. However, your flight has not yet taken place, so this incident must be verified with the reservations department (or the travel agency where the reservation was purchased) for tickets purchased at external points of sale, as established in the accepted terms and conditions.

The flight segments of both reservations will not operate in US airspace, so this incident is outside the jurisdiction of the BBB.

All our flights are subject to change, even without prior notice, so any applicable procedures prior to the flight must be verified with the reservations department, complying with the terms and conditions of the purchased services accepted at the time of purchase. Therefore, no additional benefit will be given over an already established process.

Regardless of employee position, all ********* executives will follow the applicable procedures based on the incident and the applicable terms and conditions of the contract of carriage, as well as the terms and conditions accepted at the time of purchase. Therefore, there is no need to escalate the issue if you disagree with any of the procedures applicable to your incident, as the same response will be provided.

That said, please contact the reservations department or your point of sale to verify any applicable protections.

Without further ado, I wish you a wonderful day.

Sincerely,

****** **** *********************** representative

AMLegal
Initial Complaint
Date:04/21/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchase two roundtrip tickets for travel on Aeromexico January 16, 2025 in order to travel leaving April 13, 2025. This purchase was made through ************ which is a travel agency. We were provided with Confirmation number ILBTUE along with ticket numbers ************* and *************. Upon receipt of this information, I went to the Aeromexico website, created an account and booked my seats for all four legs of our trip. The fare is shown on our credit card statement as being charged by Aeromexico for two separate tickets, on January 16, 2025. I can provide a copy if needed.Later in the year it was determined we would need to add a checked bag to our trip. When I went into the website to add a bag and pay, I was directed to call an agent. I did call on Friday, April 11, 2025. I was told at that time that when I made the booking with the travel agency, I used my wife's credit card and it was Aeromexico policy to verify ownership before allowing us to fly. I was told this can be resolved at check in. We are to go to the ticket counter and they will verify ownership. We arrived at the *********** ticket counter at 6:15 am for a 8:35 am flight. When attempting to check in we were told we were not in the system for the flight. I gave the agent all of the above information along with verification of the purchase. We were told that nothing was paid for and we are not shown on this flight itinerary. We were told to call our agency. I immediately called the agency and was told that Aeromexico informed them 15 minutes prior to my call that they were overbooked and we would be issued a refund. We ended up having to find another carrier at the last minute and paid $1700 more for our flight. I can provide proof. I called this morning and was again told that the issue was lack of payment. I feel that Aeromexico overbooked their flight and continued to deny this was the issue. I would like to be compensated for the difference in our ticket.
Business Response
Date: 04/23/2025
Dear Mr. ******************** appreciate you taking the time to contact the Aeromexico *********************** through the ******************** to share the issues you encountered boarding your flight from ******** to ******************* on April 13, 2025.

In this regard, please allow me to provide your clarification number: SF ********. Also I inform you that the reservation was purchased through a travel agency; however, it was flagged as an irregular purchase due to the lack of funds received from the current agency to the airline, so boarding could not be authorized. This reservation was not affected by overbooking or any other issues caused by the airline, so any applicable process should be verified with your travel agency. That said, a compensation process is also not applicable.

I remain at your disposal for any future clarifications. I wish you a great day.

Cordially,

****** **** ****************************** a ********
Customer Care representative
Customer Answer
Date: 04/25/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.
I appreciate your response. If what you say is correct, why was I not told this during my conversation on Friday, April 11th. Instead I was led to believe that the issue was caused by the booking being in my name but my using my wifes credit card is against Aeromexico policy. I was told all would be corrected when I reached the airport ticket counter. If I was told on Friday, April 11th, what you have stated in your response, I could have acted by reaching out to the agency or paying the fare myself. Instead I was led to believe things could be taken care of at the airport and not to worry. I was even told that my seats were still reserved and not to worry.
Sir do you deny that I spoke with a representative on April 11th? I am 71+ years old and have been flying commercially for over 55 years. I also worked for the airline industry for 15 years so I understand the processes.
Basically your staff was incompetent and was providing the wrong information which led to our nightmare at the airport on Sunday, April 13th.
Regards,

Business Response
Date: 04/28/2025
Dear Mr. ************************ respectfully inform you that we only follow the policies we have publicly established on our website, which are notified by the travel agency where you purchased your tickets. Therefore, your statement that we have a policy of not allowing you to purchase tickets with your wife's card is completely unrelated to our established policies.

We do not know what branch of aviation you have worked in, however, all evidence supports the fact that the travel agency where you purchased your ticket did not report a correct or authorized payment method to us, so the ticket was not in "ok" status for boarding. As you know, within the aviation industry, when a ticket is not in that status, it means there is a problem with the payment method, or due to a lack of immigration information. However, (I reiterate) in this case, it is entirely a problem with the payment method, so an overbooking process is nonexistent in your case. You can check what happened directly with your travel agency, as the travel agency was the point of sale where you purchased your tickets and provided the payment method.

That said, we reiterate that you should verify any applicable procedures with your travel agency.

Cordially,

****** **** *********************** representative

AMLegal
Customer Answer
Date: 05/08/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

I have attached documents from Aeromexico informing us that we have credit for the unused tickets that are good for one year. This verifies that Aeromexico did indeed overbook the flight and pushed us aside, thinking we will accept the outcome. I have also included a letter from the travel agency in question, confirming that Aeromexico did not acknowlege any tickets purchased through them.
This also verifies that you were paid for the ticket, you just decided not to honor it.
As to your statement that you the agency is the responsible for the issue is totally false and misleading.
I feel you are not going to resolve this professionally so next steps will be to reach out to news agencies in the ** along with newpapers and tell my story. I now have all of the documentation necessary to validate this issue.
If you prefer to handle another way, please let me know by the end of this month.
Thanks!

Regards,

Business Response
Date: 05/14/2025
May 14, 2025

BBB Complaint #******** | 05432456

Dear Mr. ************************** you for contacting us once again through the Better Business Bureau.

Please be reminded that the changes made to the reservation ILBTUE are part of the procedures related to the prevention and management of cardholder irregularities. Since these activities are performed between the banking establishment and the travel agency, we recommend you once more to contact your travel agency for further information, assistance or a solution regarding the present situation.

In addition, we regret to inform you that we identified that there are not flight credits (EMD vouchers) associated to the ticket numbers that were kindly shared with us.

Please be advised that ********* did not issue any electronic voucher or credit for the passengers or tickets above-mentioned.

Therefore, we reiterate that the present situation did not result from an overbooking, it is not possible to proceed with your request and there is no additional procedure applicable with respect to the present case.

Aeromxico appreciates your kind understanding.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 05/22/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

I have attached multiple items verifying that Aeromexico errored in not allowing us to board the flight in April that was paid for since January. Why was a ticket and booking ID provided if you did not receive funds for the flight? It would be prudent of this airline to just admit their mistake and reimburse me instead of sending back responses from multiple individuals that are all different. As I stated in my previous rebuttal, if I do not receive this reimbursement by June 1st, I will go public and loudly tell how incompetent Aeromexico is as an airline. This will include social media, news media and broadcast media, i.e. X, Threads, Discord, TikTok, Snapchat, MSNBC, ****************************** Washington Post, NY TImes, etc.
I look forward to hearing back from you.
Regards,

Business Response
Date: 06/02/2025
June 02, 2025

BBB Complaint #******** | 05519623

Dear Mr. **************** clear="none">
Thank you for contacting us once again through the Better Business Bureau.

We regret that the response you received was not what you expected. We realize your disappointment because, you did not receive the response that you felt was appropriate. However, please be reminded that the changes made to the reservation ILBTUE are part of the procedures related to the prevention and management of cardholder irregularities.

Since these activities are performed between the banking establishment and the travel agency, we recommend you once more to contact your travel agency for further information, assistance or a solution regarding the present situation.

In addition, we regret to inform you that we identified that there are not flight credits (EMD vouchers) associated to the ticket numbers that were kindly shared with us.

Please be advised that ********* did not issue any electronic voucher or credit for the passengers or tickets above-mentioned.

Therefore, we regret to reiterate that the present situation did not result from an overbooking, it is not possible to proceed with your request and there is no additional procedure applicable with respect to the present case.

Mr. Friend, we sorely regret the outcome of your request and not having met your expectations on this occasion.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Initial Complaint
Date:04/21/2025
Type:Product Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been waiting on my refund from Aeromexico flight since 10/19/2024. I have been generated over 13 different case numbers but they all lead back to the original number #******** . The amount of $1,337.72 back to card number #****. After contacting the company through phone calls and emails I have been led down a rabbit hole of the same procedures done over and over to get no better result. There were attempts to make payments back to the other card associated with this same case card #**** and money returned back there. So now I am stuck with this problem of not speaking Spanish with this language barrier I am seeming to be placed on hold just to be told start a new case. Each time I do my best explaining the situation and no refund returned just new case numbers, What do I do now?
Business Response
Date: 04/23/2025
Dear Mr. ******************* appreciate you taking the time to contact the Aeromexico *********************** through the ******************** to share the issues you experienced receiving the refund issued under file SF 04784901.

In this regard, please allow me to provide your clarification number: SF ********. Also I can see that the refund in question was correctly issued by Aeromexico. However, as it was not reflected, you either denied or disputed the charge. Therefore, we have been removed from any further verification that may be performed. Therefore, any applicable process must be verified between you and your bank.

I remain at your disposal for any further clarifications and wish you a pleasant afternoon.

Sincerely,

****** **** ****************************** a ************************* representative
Customer Answer
Date: 04/25/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve
In order for the refund to fully process and go through , the correct department from Aeromexico must contact the Hawthorn Banks specific department to give information for bank and merchant to fully complete the refund. Without this step the refund is sitting. I attached the information provided from bank stating who needs to contact what department for this to be completed.

Regards, ******** *****

Business Response
Date: 04/28/2025

Dear *** *****:

I'd like to inform you that we've done everything we can regarding the dryer. The refund reference was provided by our technical support through your bank's business support. Therefore, we reiterate that any applicable process should be verified between your bank and you.

Without further comment,

Sincerely,

****** **** *********************** representative
AMLegal
Customer Answer
Date: 05/05/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve because the supervisor of the correct department is supposed to get a hold to the supervisor of my bank and they work out where the money is actually at so then the refund can be returned]

Regards, ******** *****

Business Response
Date: 05/07/2025
Dear *** *****:

Actually, the whole data collected shows that the refund in question was correctly issued by Aeromexico. However, as it was not reflected, you disputed the charge through your banking institution. Therefore, we have been removed from any further verification that may be performed. Therefore, any applicable process must be verified between you and your bank.

When a charge is disputed or denied by a financial institution, they take control of the cash from the companies during the charge investigation process, and it is no longer possible to return it. Therefore, any applicable process will depend on the bank's decision or ability. Unfortunately, as much as we may want to find a different alternative, it will not be possible due to the aforementioned reasons. It is not possible to issue a new refund, as it would be an additional outflow of cash for a reason not attributable to the airline.

That said, we reiterate that you should contact your bank to verify any applicable process.

Cordially,

****** **** *********************** representative

AMLegal
Customer Answer
Date: 05/30/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

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

Regards,

The bank never received verification that the money was paid back

Customer Answer
Date: 05/30/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

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

Regards,

The bank never received verification that the money was paid back

Business Response
Date: 06/02/2025
Dear Mr. *********************** we are unaware of the charge at your banking institution, we have been removed from any applicable processes for the cash involved. This incident is not attributable to the airline, so any applicable processes should be verified with your banking institution.

We suggest following the correct complaint channels on future occasions to avoid incidences as the one you are presenting.

Sincerely,

****** **** *********************** representative

AMLegal
Customer Answer
Date: 06/04/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my case Aeromexico has not provided proof receipt or authorization numbers to provide bank or customer proof that $1,337.72 has been paid back to the account as a refund So lthe payment was never reimbursed. The refund never came to the bank for me to have an issue at the bank.

Regards,Mrs.*****
Initial Complaint
Date:04/07/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made two basic fare flight bookings with Aero Mexico. (1) To travel from ****** to Mexico (2) Travel within Mexico. However, due to unforseen delay from the Consulate in my passport renewal, my passport may not arrive before my departure. I cannot board the flight without my passport. This delay was unexpected when I booked my tickets and I wish to change my travel date / request travel credit. I am writing to file a formal complaint regarding Aeromexico's refusal to accommodate my request for either changing the dates of my flight or refunding my ticket due to unforeseen delays in my passport renewal process.I have provided Aeromexico with clear evidence and timely notice regarding the passport renewal delay, a situation beyond my control. Despite multiple attempts to resolve this matter amicably with Aeromexico's customer service, including numerous phone calls and email exchanges, my requests have repeatedly been denied without a reasonable explanation or alternative solutions.This situation has caused significant inconvenience, potential financial loss, and frustration. Aeromexico's unwillingness to demonstrate flexibility or offer viable alternatives is unacceptable and reflects poorly on their customer service standards.I request immediate attention to this matter, either through granting a reasonable date change or processing a full refund of my ticket. Your prompt assistance in addressing this complaint would be greatly appreciated.Thank you for your immediate attention to this issue.
Business Response
Date: 04/08/2025
April 08, 2025

RE: BBB Complaint #******** | 05303822

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

Thank you for contacting us through the Better Business Bureau.

We would like to inform you that your request is currently being reviewed in the Aeromxico case number 0528-5423.

Since your case is currently being attended, it is not possible to provide a double follow-up on your case.

Therefore, the response will be provided at Aeromxico case number 0528-5423.

Aeromxico appreciates your preference.

Cordially,

****** *.

Ejecutivo de Atencin a ************************* representative
Customer Answer
Date: 04/09/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.

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