How long does Aeromexico have to respond to complaints?

Officially, the DOT requires a substantive response within 60 days for written complaints. Unofficially? It can feel like forever. Don't be surprised if you have to chase them up after getting an initial automated reply that just gives you a case number and nothing else. For detailed contact information, check out our [Aeromexico customer service guide](/customer-service/airlines-and-aviation/how-to-contact-aeromexico-customer-service).

Can I file a complaint against Aeromexico online?

Yes, and you should. Their online contact form is the best way to create a paper trail. Just be sure to screenshot the confirmation page after you submit, because I've heard of those forms timing out and losing everything you just typed. For detailed contact information, check out our [Aeromexico customer service guide](/customer-service/airlines-and-aviation/how-to-contact-aeromexico-customer-service).

What documents do I need for an Aeromexico complaint?

Get everything ready. You'll want your booking confirmation number, flight numbers, dates, any receipts for extra expenses you had to cover (like a hotel or food), and screenshots of cancellation notices or delays from their app because sometimes that information mysteriously disappears later. If it's a baggage issue, a photo of your baggage claim tag is gold.

Is there a fee to file a complaint against Aeromexico?

No, there's no fee to complain directly to Aeromexico or to file with regulatory bodies like the DOT. The only cost is your time and your sanity, which, let's be honest, can be pretty high.

Can complaints affect my Aeromexico service?

Officially, no. They aren't going to put you on a no-fly list for asking for the refund you're owed, even if the agent on the phone sounds like they want to. Your complaint is a business issue, and they are legally required to handle it without retaliation. It won't impact your ability to book future flights.

What happens after I file a complaint with Aeromexico?

You wait. A lot. First, you'll probably get an automated email with a case number that feels like it goes into a black hole, and then if you're lucky, a real person might contact you weeks later asking for the same information you already provided in your initial complaint. Be persistent. For detailed contact information, check out our [Aeromexico customer service guide](/customer-service/airlines-and-aviation/how-to-contact-aeromexico-customer-service).

Can I escalate my Aeromexico complaint to a regulator?

Absolutely. If you get nowhere with the airline directly, file a complaint with the U.S. Department of Transportation. It's your strongest move. The DOT forwards your complaint to the airline, and Aeromexico is required to respond to both you and the DOT. It's often the only way to get a resolution.

What if they offer me a voucher instead of a cash refund?

Know your rights. If the airline canceled your flight, you are entitled to a full cash refund to your original form of payment under DOT rules. Don't let them push you into accepting a voucher unless you actually want one. Vouchers often come with annoying expiration dates and blackout periods, which is exactly why they offer them. For detailed contact information, check out our [Aeromexico customer service guide](/customer-service/airlines-and-aviation/how-to-contact-aeromexico-customer-service).

Complain About Aeromexico - File a Complaint Today

It's not just you. Aeromexico's customer service can be a nightmare. Seriously, their Better Business Bureau page is a disaster, with a 1.04 out of 5-star rating and 319 complaints filed in the last three years alone. Over on Trustpilot, it's even worse, with a 'Bad' 1.3-star rating from over 2,000 reviews. The most common complaints flagged are about terrible customer service and major refund issues, with many customers feeling completely ignored after their flights are canceled or changed. It feels like once they have your money, you're on your own. If you're stuck in a loop of unhelpful emails and long hold times, you've come to the right place. Official site: Visit Aeromexico

Last Edited on 11 Dec, 2025

Olivia Harper, Senior Content Manager

10 min read

Best ways to complain to Aeromexico

Contact Method	Details & Availability	Why use this instead...
Phone	1-800-237-6639 (Available 24/7)	Best for urgent issues like a last-minute cancellation or if you're stuck at the airport. Prepare for a long wait.
Online Contact Form	Available on their website under 'Contact Us'	Good for creating a paper trail for non-urgent refund requests or baggage claims. You'll get a case number.
Social Media	Twitter (X): @Aeromexico / @AeromexicoUSA	Use this for public complaints. Airlines often respond faster to public posts to manage their reputation.
WhatsApp	+52 55 5133 4000 (Messaging)	Can be faster than waiting on hold, but you might be talking to a bot initially. Good for simple questions or rebooking.

⏱️ Estimated Response Times from Aeromexico After Complaining

Honestly, getting a quick reply feels like winning the lottery. But here's a general idea.

Method	Expected Wait Time
Phone	Immediate to 1 hour+ hold time
Online Contact Form	7-30 business days, sometimes longer
Social Media	1-48 hours
WhatsApp	5 minutes to a few hours

🔍 Tips to Get a Quicker Response from a Complaint

Try calling right when their lines open or during US off-peak hours, like mid-morning on a Tuesday.
Have all your information ready before you call or write. This includes your booking reference, flight numbers, dates, and any ticket numbers.
Keep your explanation short and to the point. State the problem and what you want as a resolution.

How to Escalate Your Complaint

If Aeromexico is ignoring you or has given you a final 'no,' it's time to escalate. You can't just go to a regulator first, you have to give the airline a chance to resolve it internally.

When they fail, your next step is the U.S. Department of Transportation (DOT). The DOT is the official body for handling consumer complaints against airlines operating in the U.S. You can file a complaint directly on their website. It's a formal process, but it forces Aeromexico to provide a formal response, usually within 60 days. This is often the most effective way to get results for issues like refunds for canceled flights.

You can also file with the Better Business Bureau (BBB). The BBB works as a mediator, but their power is mostly in public pressure. Aeromexico usually responds to BBB complaints, but prepare to wait.

Email Template to Complain to Aeromexico

Subject: Unresolved Issue with Booking [[Booking Reference #]] / Formal Complaint

To Whom It May Concern,

I am writing again to resolve an issue with my booking, reference number [[Booking Reference #]]. This is my third attempt to get help after my initial calls on [[Date]] and [[Date]] went unresolved.

My flight, [[Flight Number]], from [[Departure City]] to [[Arrival City]] on [[Date]], was canceled by Aeromexico. I was informed I would receive a full refund of [[$Amount]], but it has been over [[Number]] weeks, and I have not received the payment. Frankly, having to constantly follow up on this has been incredibly frustrating and time-consuming.

To resolve this, I require you to process the full refund of [[$Amount]] to my original payment method immediately. I expect to see the funds in my account within 7-10 business days.

If I do not receive confirmation that the refund has been processed by [[Date, 5 days from now]], my next step will be to file a formal complaint with the U.S. Department of Transportation and initiate a chargeback with my credit card company.

Thank you for your prompt attention to this matter.

[[Your Name]] [[Your Phone Number]]

Additional Helpful Tips to get Your Complaint Resolved

Here are a few pro tips for making your complaint heard:

Always get a reference number. Whether you call or email, ask for a case or reference number. It's your proof that you contacted them.
Go public. If you're getting nowhere, post your complaint on Twitter (X). Tag @Aeromexico and @AeromexicoUSA and include your case number. Public visibility can work wonders.
Mention the DOT. Casually dropping that you're aware of your right to file a complaint with the U.S. Department of Transportation can sometimes make customer service agents take your issue more seriously.
Keep a log. Write down who you spoke to, when, and what they said. One Reddit user mentioned this log was the key to winning their credit card chargeback because they could prove the airline kept giving them the runaround.

Let Pine AI Help Raise the Complaint to Aeromexico

Tired of the hold music on Aeromexico's support line? Or getting that generic 'we have received your request' email and then hearing nothing for weeks? Sound familiar? It's a huge headache. People on the BBB site say things like 'they make it impossible to get a refund,' and that's the whole game. Pine AI handles the persistent follow-ups for you. No more explaining your situation for the fifth time to a new agent or trying to figure out which contact form to use. We navigate their system, send the required information, and keep pushing until your complaint is addressed. No joke. Let us deal with the frustration so you don't have to.