✅ Trip Verified
| I found the experience with Aeromexico concerning enough to leave this review and to avoid the use of the airline in the future at all costs, including taking additional layovers to avoid this carrier should they be the most efficient route. The issue in question involves a flight from Puerto Vallarta to Mexico City and a roundtrip from there to Quito, Ecuador before a final flight to Seattle. After landing in Mexico City for the layover, my next flight was cancelled due to unrest in Quito. Aeromexico issued a travel alert saying that they would not be charging for fare differences or change fees to handle the matter. They also advised me at the airport that they would not be flying into Quito for 5 days. As I was in now stranded in Mexico City, I asked to be put on the next plane to Seattle. This was all transacted in Spanish, which I am not completely proficient in. I expressed concern about making sure I was securing the value of my flight, and they prompted me to call the 1-800 number for the Houston office when I returned to settle that matter. As their travel alert read, I still have the roundtrip value of the ticket from Mexico City to Quito available to book. I called the Houston office on my return to Seattle to be told that I had already agreed to an itinerary change and there was nothing that they could do. They referred me to the complaint department (email only) to handle the matter. After asking for the value of my round trip MXC-Quito segment of my flight to be rebooked, it took almost a full week and a second email to receive a ticket number from them and another five days (and another follow up email) to receive their curt response detailing my implicit forfeiture of my trip value when I agreed to fly back to Seattle from Mexico City part way through this interrupted trip. They also said that I was not on the same flight or cabin and that the value of my trip to Quito was used to cover the difference. I do not see how this could be the case as I paid to upgrade my seats on all four flights in this trip and was still in coach on the return segment to Seattle. I received no print out showing how the value was distributed. So I'm told both that I agreed to sacrifice the value of my ticket, but that loss was implicit. Nothing about the scenario was explicit except their travel alert online which I was in the bounds of, and thus their decision on this matter seems only to be made in a cost-benefit to themselves. I find this sort of service disingenuous. The worst part of their email was the final statement: "thank you for making Aeromexico the carrier of your choice." I WILL NOT CHOOSE AEROMEXICO IN THE FUTURE - likely choosing Avianca or any number of similar operators along similar routes. Although when first using this airline I enjoyed the service and availability of routes, the double-talk between their official travel alerts, and their email-only handling of complaints in a non-customer-centric fashion leaves a lot to be desired by this airline. So for American and English speaking travelers I will also say that email communications leading up to flights and the majority of airline staff are predominantly Spanish speaking, and that if you find yourself stranded away from home, you may find yourself accidentally forfeiting value you purchased with the airline, or at least being told so later.