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Aeromexico Complaints - Contact Info, Advice, Common Issues

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Aeromexico, rated by 1185 passengers

1185 passengers complained about Aeromexico here. Around half ended up compensated.

Flight left you disappointed? Let others know what happened

Customer support contact details

Website:

aeromexico.com

Phone:

1 800 237 6639

Mailing Address

Aeromexico. 3663 N Sam Houston Pkwy E Ste 500 Houston, TX 77032-3611 Aero Mexico Airlines. PO Box 282219 San Francisco, CA 94128-2219

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Aeromexico: 2/5 – rated by 1185 passenger complaints. Around half ended up compensated.

Contact Aeromexico

Website:
aeromexico.com

Phone
1 800 237 6639

Mailing Address
Aeromexico. 3663 N Sam Houston Pkwy E Ste 500 Houston, TX 77032-3611 Aero Mexico Airlines. PO Box 282219 San Francisco, CA 94128-2219

Only verified complaints

50% of complaints led to successful compensation payouts

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12 comments

Jennifer L

verifbadgeVerified | Aug 21, 2026

Atlanta-Del Bajio

Economy

DO NOT RECOMMEND they do not care

I am submitting a formal complaint regarding the treatment and assistance provided to my elderly grandmother during her travel to LeΓ³n, Mexico. My grandmother is an elderly passenger who cannot read, write, or speak English. Because of this, she relies heavily on assistance when traveling through the airport. We specifically requested an escort pass so that a family member could accompany her to the gate and make sure she safely boarded the correct flight. We were told that AeromΓ©xico no longer provides escort passes, so our only option was to request wheelchair assistance. We arranged wheelchair assistance for her and she was taken into the airport with the wheelchair attendant. The attendant contacted me by text and told me that she was there and okay. We trusted that she was being properly assisted and taken to her correct gate. We were then contacted and told that my grandmother had missed her flight. What is extremely concerning is that we received conflicting explanations about what happened. We were told that the wheelchair attendant may have left her at the wrong door, while another explanation was that her gate had changed and the people who were supposed to be monitoring or assisting her did not properly check on her. ct The following day, when we returned to the airport for my grandmother’s new flight, an AeromΓ©xico employee named Maribel again told us that AeromΓ©xico no longer provides escort passes. After going back and forth with her, she ultimately gave us an escort pass. This raises serious concerns about the accuracy of the information being provided to passengers and families, especially when dealing with elderly passengers who require assistance. I am requesting that AeromΓ©xico formally investigate this incident, including: Who was responsible for my grandmother’s wheelchair assistance. Where the wheelchair attendant left or delivered her. Whether her gate was changed and, if so, whether she was properly taken to the new gate. Why her boarding pass and destination were apparently not verified before she was taken toward the aircraft. Why she was allowed to reach an aircraft traveling to QuerΓ©taro when her ticket was for LeΓ³n. Who was responsible for checking on her after she entered the airport. Why I was not contacted when there was a problem with her flight or location. Why we were given conflicting information regarding escort passes. Whether AeromΓ©xico’s wheelchair-assistance procedures were properly followed. What steps AeromΓ©xico will take to prevent this from happening to another elderly or vulnerable passenger. I also request that AeromΓ©xico review any available records, including wheelchair-assistance records, gate information, boarding records, employee reports, and airport/security records related to this incident. This was not simply a situation where a passenger missed a flight. My grandmother was an elderly passenger who depended on the airline’s assistance and was apparently taken to the wrong aircraft. She was unable to independently recognize or correct the mistake because of her inability to read, write, or communicate in English. I expect a written response explaining what happened, who was responsible, and what AeromΓ©xico intends to do to address this incident. Please also provide me with a formal complaint/reference number for this case.

Overall

  • close poor service overall
  • Atlanta-Del Bajio
  • Economy
  • Desired solution

bluecheck Other - I am submitting a formal complaint regarding the treatment and assistance provided to my elderly grandmother during her travel to LeΓ³n, Mexico. My grandmother is an elderly passenger who cannot read, write, or speak English. Because of this, she relies heavily on assistance when traveling through the airport. We specifically requested an escort pass so that a family member could accompany her to the gate and make sure she safely boarded the correct flight. We were told that AeromΓ©xico no longer provides escort passes, so our only option was to request wheelchair assistance. We arranged wheelchair assistance for her and she was taken into the airport with the wheelchair attendant. The attendant contacted me by text and told me that she was there and okay. We trusted that she was being properly assisted and taken to her correct gate. We were then contacted and told that my grandmother had missed her flight. What is extremely concerning is that we received conflicting explanations about what happened. We were told that the wheelchair attendant may have left her at the wrong door, while another explanation was that her gate had changed and the people who were supposed to be monitoring or assisting her did not properly check on her. ct The following day, when we returned to the airport for my grandmother’s new flight, an AeromΓ©xico employee named Maribel again told us that AeromΓ©xico no longer provides escort passes. After going back and forth with her, she ultimately gave us an escort pass. This raises serious concerns about the accuracy of the information being provided to passengers and families, especially when dealing with elderly passengers who require assistance. I am requesting that AeromΓ©xico formally investigate this incident, including: Who was responsible for my grandmother’s wheelchair assistance. Where the wheelchair attendant left or delivered her. Whether her gate was changed and, if so, whether she was properly taken to the new gate. Why her boarding pass and destination were apparently not verified before she was taken toward the aircraft. Why she was allowed to reach an aircraft traveling to QuerΓ©taro when her ticket was for LeΓ³n. Who was responsible for checking on her after she entered the airport. Why I was not contacted when there was a problem with her flight or location. Why we were given conflicting information regarding escort passes. Whether AeromΓ©xico’s wheelchair-assistance procedures were properly followed. What steps AeromΓ©xico will take to prevent this from happening to another elderly or vulnerable passenger. I also request that AeromΓ©xico review any available records, including wheelchair-assistance records, gate information, boarding records, employee reports, and airport/security records related to this incident. This was not simply a situation where a passenger missed a flight. My grandmother was an elderly passenger who depended on the airline’s assistance and was apparently taken to the wrong aircraft. She was unable to independently recognize or correct the mistake because of her inability to read, write, or communicate in English. I expect a written response explaining what happened, who was responsible, and what AeromΓ©xico intends to do to address this incident. Please also provide me with a formal complaint/reference number for this case.

Priscilla Angelina M

verifbadgeVerified | Apr 22, 2026
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Tijuana-Mexico City

Economy

On Saturday, April 18 arrived two hours early to the Tijuana airport and auto Mexico. Airlines denied me to board due to my ID wasn’t being accepted and I did not know that because when I bought the tickets, nobody mentioned to me that I cannot use my ID but I can use my license. They couldn’t do anything about it but when I flew back from Mexico to Tijuana and AeromΓ©xico airlines, they accepted me with my ID so I missed my flight and got denied my flight from Tijuana to Mexico and had to buy another flight from a different airline, which is it isn’t fair that I lost money from Tijuana to Mexico and from Mexico to Tijuana they accepted me and I flew back in the AeromΓ©xico airline
  • Tijuana-Mexico City
  • Economy

Gregory V

verifbadgeVerified | Mar 3, 2026
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Mexico-San Jose Del Cabo

Economy

Airline & and their attendance need to be more educated when dealing with disabled person with medical equipment. And not to be pushing them off to other people cause they cant understand
  • Mexico-San Jose Del Cabo
  • Economy
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Gregory V

verifbadgeVerified | Mar 3, 2026

Mexico-San Jose Del Cabo

Economy

terrible customer service not being knowledgeable for disabled people traveling with a mobility scooters not being able to board flights cause of it

Im a disable person that travel with a walker an electric mobilty scooter. I was not able to fly out from mexico to san jose cabo cause Aeromexico attended informed us they would inform their colleagues to make sure that we get to connected flight to San Jose Cabo. They brought us the wrong way and said we was not supposed to go back to security. Security was also confused looking at the battery none of them have no knowledge of electric scooter batteries wanted to know why i was traveling with the electric scooter in hand when it's supposed to be secured with electric scooter underneath the plane. Security held the plane so that somebody from Aero Mexico can verify the battery they told me to bring on the plane is actually a Scooter battery they took us to Aero mexico manager Jose Delfino Blanco from Aero Mexico if that's the correct spelling he gave me. He looked at the Scooter battery as if he was confused. Also asking me. What am I doing with it and why is it not with the Scooter if that's the Scooter battery? I informed him that Aero Mexico told me to bring it on the plane and they would put the scooter under the plane. I informed them that every time I have travel, I have never had to remove the battery from the Scooter being how heavy it is how do somebody disable have to carry a Scooter battery onto a plane it has always been with the scooter underneath the plane when they check it in because of this, Mr Blanco informed us that we wouldnt be able to catch our flight do to this I informed him security is holding the plane for us which security was with us He still said we won't be able to fly on that flight i paid this money for a resort that i wont be at cause of people being un educated to medical equipment! We pleaded to please just verify that its actually a scooter battery for them and he still said only thing I can do for you is give you another flight for tomorrow. You won't be able to fly on this flight or the other one which is later on in the night. I informed we paid all this money for a resort that we wont be at I asked them why are we being punished for something? It's not our fault. He said well its not his fault i said all u had to do was informed someone who was over him. He said there's nobody over him. He's the manager. He's making the decisions and his decision is we not flying out it will be tomorrow and he gave us a ticket for a taxi and a ticket for a room and said that he shouldn't even be doing this because it's not Aeromexico's responsibility,if it's not Aeromexico's responsibility and we flying with Aero Mexico who's responsibility is it? He just looked at us got annoy and said he's done and that im getting loud which i wasn't he said I do not want to listen and all we was trying to do is get some understanding to what happened what was not done properly and why we are getting punished for it he just walked away ignorantly at this time. I ask him for his name so I can attach it to my complaint. Coming home Aeromexico closed they gate early informed us everybody went home and that they couldnt verify the battery again cause they said it was suppose to be with the scooter.. It hurt to know how we was treated. When we landed in San jose cabos . flight 382 attendant was very ignorant one actually shoved my companion back when she went to exit saying she had to stay with me. She was exiting with the battery on luggage he shoved her back as she was walking to exit the battery fell back off the luggage if she didnt step back the battery would of crushed her toes at this time. I said something to him about what he did and just gave me a nasty look and he walked off his coworker the other attendant which was a female came with an attitude while we was addressing the situation and she never seen nothing, like if she was there and she was not. She was rude and ignorant they was a captain i believe that address them because of my companion was upset about him shoving her back and that Scooter battery almost cracking her toes.. we could not believe how we was treated. We had to wait out side the plane until we were told it was ok to go. This was the worst experience with a airline. My companion is very upset being treated like that going into her birthday she told me this situation scared her to the point she don't ever want to travel on ya Airline or any other airline .Also returning home We was not able to catch our flight back home from San jose cabos to Mexico cause of the battery situation. Aeromexico This was the worst flight situation i ever had with a Airline i was bout to go to social media but then i said let me can they rectify the situation first .

Overall

  • close Was not able board cause no one had knowledge of my mobilty scooter
  • closecheck Finding worker thats is Knowledgeably for disable people
  • Mexico-San Jose Del Cabo
  • Economy
  • Desired solution

Cesar O

verifbadgeVerified | Feb 7, 2026
dots

Fresno-Guadalajara

Economy

I arrived on time for my flight when they told us they didn’t have any seats available for us left and put us on standby for more than 3 hours to finally gave us a flight for 24 hours after our original flight. We told them that’s didn’t work for us, we had multiple things scheduled for Saturday the 7 that we are going to have to cancel them.. The trip they were offering us is for one day less that’s the one we originally booked, We also booked this flight 3 months ago.
  • Fresno-Guadalajara
  • Economy
  • star
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Zilpa H

verifbadgeVerified | Dec 25, 2025

Tijuana-Mexico City

Economy

NΓΊmero de caso: 06228449 AeromΓ©xico agradece su preferencia

Subject: Complaint against AeromΓ©xico – flight TIJ–MEX, extra CBX fees and expensesI live in Hesperia, California, and I purchased an AeromΓ©xico flight from Tijuana (TIJ) to Mexico City (MEX). My original flight was cancelled/rebooked by AeromΓ©xico, and the airline did not provide adequate assistance, information, or compensation.Because of AeromΓ©xico’s cancellations/reprotection and lack of support, I had to travel multiple times from Hesperia to the Tijuana airport using Cross Border Xpress (CBX). I was forced to pay the CBX crossing fee twice, at 40 USD each, for a total of 80 USD, plus additional gas and meals for the round trips between Hesperia and Tijuana. CBX tickets are non‑refundable, so this is a direct financial loss caused by the airline’s mishandling of my trip.During this situation, I spent long hours at the airport without proper information, hotel, or meal vouchers, and I observed many other passengers, including elderly people and families, also sleeping on the floor and waiting for solutions that never arrived. AeromΓ©xico’s customer service channels (website complaint forms, links and phone lines) have not allowed me to file or follow up on a complaint; the links do not work or the system fails and I cannot register my case.I am requesting:A written response to this complaint.Reimbursement of my additional expenses, including the 80 USD paid for two CBX crossings and my extra transportation and meal costs.Appropriate compensation for the disruption, the lack of assistance, and the denial of effective customer service channels to exercise my rights as a passenger.Thank you for your attention to this matter.
  • Tijuana-Mexico City
  • Economy
  • Desired solution

bluecheck Refund

bluecheck Expenses reimbursement

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Zilpa H

verifbadgeVerified | Dec 25, 2025

Tijuana-Mexico City

Economy

Follow up case number NΓΊmero de caso: 06228449 AeromΓ©xico

Subject: Complaint against AeromΓ©xico – flight TIJ–MEX, extra CBX fees and expensesI live in Hesperia, California, and I purchased an AeromΓ©xico flight from Tijuana (TIJ) to Mexico City (MEX). My original flight was cancelled/rebooked by AeromΓ©xico, and the airline did not provide adequate assistance, information, or compensation.Because of AeromΓ©xico’s cancellations/reprotection and lack of support, I had to travel multiple times from Hesperia to the Tijuana airport using Cross Border Xpress (CBX). I was forced to pay the CBX crossing fee twice, at 40 USD each, for a total of 80 USD, plus additional gas and meals for the round trips between Hesperia and Tijuana. CBX tickets are non‑refundable, so this is a direct financial loss caused by the airline’s mishandling of my trip.During this situation, I spent long hours at the airport without proper information, hotel, or meal vouchers, and I observed many other passengers, including elderly people and families, also sleeping on the floor and waiting for solutions that never arrived. AeromΓ©xico’s customer service channels (website complaint forms, links and phone lines) have not allowed me to file or follow up on a complaint; the links do not work or the system fails and I cannot register my case.I am requesting:A written response to this complaint.Reimbursement of my additional expenses, including the 80 USD paid for two CBX crossings and my extra transportation and meal costs.Appropriate compensation for the disruption, the lack of assistance, and the denial of effective customer service channels to exercise my rights as a passenger.Thank you for your attention to this matter.Si quieres, puedes aΓ±adir tu nΓΊmero de vuelo (AM 173, AM 187, etc.), fechas exactas y montos aproximados de gasolina y comida en uno o dos renglones mΓ‘s.

Overall

  • close Cancelations
  • Tijuana-Mexico City
  • Economy
  • Desired solution

bluecheck Expenses reimbursement

Nallapu R

verifbadgeVerified | Sep 5, 2025
dots

Mexico City-Monterrey

Economy

The Luggage got Dammaged and the Airport staff of AeroMexico have provided me the Report number for claiming the Money. but it is better to provide the compensation at the time itself.
  • Mexico City-Monterrey
  • Economy

Tony C

verifbadgeVerified | Aug 5, 2025
dots

Economy

Stolen property

I recently traveled from Mexico City to Oaxaca on [flight number/date], and upon arrival, I discovered that my checked luggage had been tampered with. My glasses, valued at $500, and three wallets worth $800 in total, were stolen β€” resulting in a total loss of approximately $1,300 in personal property. Although airline staff had secured my luggage with a plastic tie, it was evident that it had been cut open by employees, allowing access to my belongings. I immediately reported this incident to airline staff in Oaxaca, but I was told there was nothing they could do to assist me. It is deeply concerning that such theft could occur under the airline’s custody. How can AeromΓ©xico employees open passengers’ luggage and steal their belongings without any accountability? While I was filing my complaint, another passenger reported a similar theft and also received no assistance. This suggests a serious, ongoing security issue that demands urgent attention. I request an immediate response from AeromΓ©xico to address this matter and provide an explanation of what actions will be taken to resolve my loss and prevent similar incidents in the future. This type of situation cannot be ignored, and passengers deserve to feel secure when entrusting their belongings to your care.
  • Economy
  • Loss: €1300
  • Desired solution

bluecheck Compensation

bluecheck Refund

bluecheck Expenses reimbursement

S L

verifbadgeVerified | Jan 7, 2025
dots

Economy

SFO - canceling return flight - should not have been cancel

I needed to reschedule my flight because of delays getting to SFO by Alaska airlines. Delta agent changed my flight for the next day, BUT canceled my return flight at the same time!!!! Extremely inefficient and caused me a lot of aggravation.
  • Economy

Anonymous member

verifbadgeVerified | Aug 23, 2024
dots

Mexico City-London

Economy

I paid an upgrade and the seat I got didn’t change positions

The screen where you change positions didn’t work. It was seat 8a flight AM7. No benefits. For paying the upgrade
  • Mexico City-London
  • Economy
  • Desired solution

bluecheck Compensation

bluecheck Refund

bluecheck Expenses reimbursement

bluecheck Apology / Voucher

Kayvon N

verifbadgeVerified | Jul 11, 2024
dots

Puerto Vallarta-Los Angeles

Economy

reservation: YUXJVI

I purchased insurance for my trip, I like to cancel my trip and get refunded, they are saying can't do it! I have two small children and won't make it to travel on that date, my date of flight is 8 /11/2024,
  • Puerto Vallarta-Los Angeles
  • Economy
  • Desired solution

bluecheck Refund

These complaints are the subjective opinion of AirAdvisor members and not of AirAdvisor International Inc. We will try to monitor complaints for compliance (as feasible).

Aeromexico Complaints - Contact Info, Advice, Common Issues
Aeromexico Complaints - Contact Info, Advice, Common Issues
verifgreen
Joanna Teljeur

Last Updated:  

Aeromexico has been named the most on-time airline by Cirium for 2024 and 2025, but still, your flight might have been disappointing in other ways. Whether your bags were lost or your in-flight experience was unenjoyable, here’s what you need to know to make the most of your complaint or claim.

Aeromexico Complaints - Our Expert Tips

Use this checklist to increase the chances of a favorable Aeromexico complaint outcome:

  1. Don’t waste time. Once you’re done with traveling, start the Aeromexico complaints procedure right away. Details will be fresh in your mind, ultimately making everything that much easier.
  2. Keep it all! You may need things like your reservation number, photos of damages, boarding passes, records of correspondence, or any other documentation to validate your claim. 
  3. Your details. Make it simple for Aeromexico to respond to you by providing your email and cell number.
  4. State your desired outcome. Be clear about what you expect to happen to rectify your Aeromexico complaint. 

contact methods

How to contact Aeromexico

Admittedly, the methods of contacting Aeromexico are somewhat limited, as there are no readily available Aeromexico complaints form online. Here are the various options:

Aeromexico Complaints Phone Number

By far, the best way to contact the airline to resolve a complaint is by making a call to their call center. In Canada and the US, call 1-800-237-6639. 

Aeromexico Complaints Email Address

Aeromexico complaints email is: amcomplaint@aeromexico.com. 

Aeromexico Live Chat

Aerobot is the airline’s chatbot. It can help you check available flight schedules and fares, monitor a specific flight, and give you clear details on airline baggage rules and allowances.

It can also tell you which travel documents are required for your journey, helping you prepare before you fly.

Aeromexico on Facebook

You can also reach the airline via Facebook messenger, but be careful about sharing personal details unless you’re sure you’re speaking to an Aeromexico customer service agent.

What Aeromexico Complaints Are Worth Making?

Of course, passengers can complain to the airline about anything that bothers them, but for added value, some complaints are more rewarding than others.

Mishandled luggage in the form of delayed, damaged, or lost bags for example, is likely to trigger an airline payout. Plus, if you’ve been denied boarding due to an overbooked Aeromexico flight, compensation is also possible.

Aside from the above issues, if you’ve received what you think is poor service from the airline anywhere in the booking or flying process, filing an official Aeromexico complaint could result in future discounts with the airline or travel vouchers. 

Need help with your Aeromexico complaint? Check to see if your flight is eligible for compensation.Just enter your flight details to start

Joanna Teljeur

Author:

Joanna Teljeur

Job/Position: Senior Editor & Content Lead

Joanna Teljeur is a senior editor and writer with 15+ years of experience in editorial leadership, journalism, and content development with a focus on consumer rights, aviation law, and public-interest reporting. Her work centers on transforming complex regulatory and legal topics into clear, accurate, and accessible content for international audiences.

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Aeromexico customer support contact details

Website:
aeromexico.com

Phone
1 800 237 6639

Mailing Address
Aeromexico. 3663 N Sam Houston Pkwy E Ste 500 Houston, TX 77032-3611 Aero Mexico Airlines. PO Box 282219 San Francisco, CA 94128-2219

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