AeroMexico cancels non-stop, we request refund--denied

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Nov 12, 2018
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#1
Aug. 15, 2018 we booked 2 one-way tickets from La Paz, Mexico to Boston, for March 2, 2019 via Mexico City, flights #369/#698, choosing those flights because of the non-stop flight from MEX to BOS and its relatively early arrival time. Total ticket costs about $780. On Nov. 8 we found out that the non-stop flight had been cancelled, though AeroMexico had not notified us. AM has offered flights adding stops in Atlanta or New York, with long layovers and much later arrival times. We have emailed amcomplaint@aeromexico.com requesting a full refund and received an offer of a credit good for 365 days, which is not helpful or acceptable to us. We have requested a copy of their contract of carriage. We intend to follow this site's approach to escalating our request.

Any suggestions or outcomes for similar experiences will be appreciated.
 
Jun 30, 2017
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Maui Hawaii
#2
Aug. 15, 2018 we booked 2 one-way tickets from La Paz, Mexico to Boston, for March 2, 2019 via Mexico City, flights #369/#698, choosing those flights because of the non-stop flight from MEX to BOS and its relatively early arrival time. Total ticket costs about $780. On Nov. 8 we found out that the non-stop flight had been cancelled, though AeroMexico had not notified us. AM has offered flights adding stops in Atlanta or New York, with long layovers and much later arrival times. We have emailed amcomplaint@aeromexico.com requesting a full refund and received an offer of a credit good for 365 days, which is not helpful or acceptable to us. We have requested a copy of their contract of carriage. We intend to follow this site's approach to escalating our request.

Any suggestions or outcomes for similar experiences will be appreciated.
If no result from the email you used, move up the customer service chain weekly. They should refund your fare.
https://www.elliott.org/company-contacts/aeromexico/
 

jsn55

Verified Member
Dec 26, 2014
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#3
The key here is the amount of time between your originally-purchased arrival and the new arrival time. If the new itinerary changes your times radically (check their website to find out ... generally 90 minutes) you should receive that refund, not a voucher. Have you followed their instructions exactly? Usually it's a form to fill out, not an email. If you have completed the official request for a refund and been offered a voucher, that's the wrong solution. Compose a concise, polite email requesting a full refund to the CC you used to buy the tix. Remember that the people who handle this stuff can operate very slowly. It's part of the airline's effort to make you give up and go away. Polite, patient and persistent should win the day.
 
Nov 12, 2018
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#5
The key here is the amount of time between your originally-purchased arrival and the new arrival time. If the new itinerary changes your times radically (check their website to find out ... generally 90 minutes) you should receive that refund, not a voucher. Have you followed their instructions exactly? Usually it's a form to fill out, not an email. If you have completed the official request for a refund and been offered a voucher, that's the wrong solution. Compose a concise, polite email requesting a full refund to the CC you used to buy the tix. Remember that the people who handle this stuff can operate very slowly. It's part of the airline's effort to make you give up and go away. Polite, patient and persistent should win the day.
Original March 2 one stop flights were scheduled to arrive in Boston at 9:40 PM same day, duration 11h 45m. AeroMexico offered flights arriving at 8:20 AM next day, March 3, with 20h 10m duration. Hardly comparable!
 
Feb 17, 2018
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#7
Tickets are purchased based on departure/destination, airlines conditions of carriage (CoC) allow the airline to change the schedule to include any connections. This is from Aeromexico's CoC:

Carrier undertakes to use its best efforts to transport passengers and baggage with reasonable dispatch. Times shown in timetables or elsewhere are not guaranteed and not a part of this contract. Carrier may without notice substitute alternate carriers or aircraft, and may alter or omit stopping places shown on the ticket in case of necessity. Schedules are subject to change without prior notice. Carrier assumes no responsibility for making connections.​
Most airlines will allow you to cancel for a full refund if the flight schedule is significantly delayed, but many of these are not published policies with their CoC. I'm not able to locate a policy on for Aeromexico on this, so it is possible they may not offer a refund if they have provided alternate flights. You can try the DOT approach above, but I don't believe the US has any regulation that requires the airline to provide a refund under these circumstances.
 
Nov 12, 2018
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#8
Aug. 15, 2018 we booked 2 one-way tickets from La Paz, Mexico to Boston, for March 2, 2019 via Mexico City, flights #369/#698, choosing those flights because of the non-stop flight from MEX to BOS and its relatively early arrival time. Total ticket costs about $780. On Nov. 8 we found out that the non-stop flight had been cancelled, though AeroMexico had not notified us. AM has offered flights adding stops in Atlanta or New York, with long layovers and much later arrival times. We have emailed amcomplaint@aeromexico.com requesting a full refund and received an offer of a credit good for 365 days, which is not helpful or acceptable to us. We have requested a copy of their contract of carriage. We intend to follow this site's approach to escalating our request.

Any suggestions or outcomes for similar experiences will be appreciated.
Good outcome! Tonight (11/14) AeroMexico emailed that they escalated our refund request and it has been granted in full, so we are free to make other arrangements. It was good to feel supported by the recommendations on this web site and by its community.
 

jsn55

Verified Member
Dec 26, 2014
7,317
7,139
113
San Francisco
#10
Good outcome! Tonight (11/14) AeroMexico emailed that they escalated our refund request and it has been granted in full, so we are free to make other arrangements. It was good to feel supported by the recommendations on this web site and by its community.
This is wonderful, pwbeantown! Always happy to be able to lend advice and support towards a successful outcome.