Aeromexico USA Corporate Office Headquarters HQ

9/9/17. In an effort to improve customer relations, boost business and to demonstrate to you and your team members and management a problem that has been overlooked. A potentially serious flaw has appeared in Aeromexico's system of online baggage reporting. In recent communications with the online lost baggage reporting department. Please note I live in Australia and there are no Aeromexico facilities in Australia. I have discovered a trap that puts your valued customer's lost baggage in limbo as their concerns become increasingly ignored. As this document demonstrates. This could potentially turn a very positive experience into a negative one for your valued customers. I wish you to look at this seriously as it could be very damaging to your corporate image, although this potentially nasty problem could be easily fixed. It just needs to be looked at by the right person. This is why I am putting it here as a comment. I believe the right person may be a person at US headquarters. I am hoping that person will read this one day.
A missing bag was reported to contactoequipaje@aeromexico.com on 1st August and again on 6th August with photo of boarding pass, luggage tag and passport. 5 weeks of emails, with this one taking 19 days. I recieved it on 7th September
"Dear Mr. Elliott:
Thank you for contacting us regarding this situation with your luggage. Your case has been filed under the folio number: SF 1214217.
I hereby kindly inform you that we could not find any report due delayed luggage or another one for your luggage under your name or the tag numbers that you provided us with. The claim report due delayed luggage can only be filed by the passenger, AT THE CLOSEST AIRPORT with your passport, boarding pass and tag number of the luggage.
Due the information has been repetead over and over, it is not possible to offer a diferent answer and the messages will stop.
Best regards.
José Pereda Rosales
Customer Care Representative
What could have been a standard and easy problem for an airline to resolve has, over five weeks turned into the ridiculous situation of my bag still lost and my lost luggage report to the department that handles lost luggage reports has not even acknowledged my lost luggage report and has now declared that communications between us have stopped.
Indeed wise Aeromexico Corporate and Customer Service Managers could learn a lot from what unfolds next and I hope to get some involved.
It seems Aeromexico does not yet have the facilities to receive and act on an online lost luggage report.

Unknown says:

December 27, 2020 at 5:34 pm

I am in the middle of trying to contact anybody at Aeromexico.

I missed my flight from Mexico City to Denver Intl. Airport on DEC. 20 2020

When I missed my flight in Mexico City the gate agents ignored me and did not mention my bags would be taken off the plan and that I had to re check the luggage.

I flew to LA where I reside – writing emails and making phone calls trying to figure out where my luggage went. I have emailed amluggage@aeromexico.com which I was told to email – No response just a case number. and no response since.

I have since traveled to Denver on Dec. 24th thinking my bags would be there – however nobody was working.

I went back to the Denver airport on Dec. 25th to speak with a ticketing agent.

I spoke with a female agent in Denver who said she was trying to help me. I gave her all my information and flight info. She said she would do some research and call me the following day.

NO RESPONSE.

I have also written an email to a manager aeromexico in Denver that was at the ticketing desk as well. they said she would respond as well.

NO RESPONSE.

Every time I call Aeromexico they hang up on me.

Nobody has any answer this is very disappointing.

Please advise.

Unknown says:

September 9, 2017 at 5:30 am

9/9/17. In an effort to improve customer relations, boost business and to demonstrate to you and your team members and management a problem that has been overlooked. A potentially serious flaw has appeared in Aeromexico's system of online baggage reporting. In recent communications with the online lost baggage reporting department. Please note I live in Australia and there are no Aeromexico facilities in Australia. I have discovered a trap that puts your valued customer's lost baggage in limbo as their concerns become increasingly ignored. As this document demonstrates. This could potentially turn a very positive experience into a negative one for your valued customers. I wish you to look at this seriously as it could be very damaging to your corporate image, although this potentially nasty problem could be easily fixed. It just needs to be looked at by the right person. This is why I am putting it here as a comment. I believe the right person may be a person at US headquarters. I am hoping that person will read this one day.
A missing bag was reported to contactoequipaje@aeromexico.com on 1st August and again on 6th August with photo of boarding pass, luggage tag and passport. 5 weeks of emails, with this one taking 19 days. I recieved it on 7th September
"Dear Mr. Elliott:
Thank you for contacting us regarding this situation with your luggage. Your case has been filed under the folio number: SF 1214217.
I hereby kindly inform you that we could not find any report due delayed luggage or another one for your luggage under your name or the tag numbers that you provided us with. The claim report due delayed luggage can only be filed by the passenger, AT THE CLOSEST AIRPORT with your passport, boarding pass and tag number of the luggage.
Due the information has been repetead over and over, it is not possible to offer a diferent answer and the messages will stop.
Best regards.
José Pereda Rosales
Customer Care Representative
What could have been a standard and easy problem for an airline to resolve has, over five weeks turned into the ridiculous situation of my bag still lost and my lost luggage report to the department that handles lost luggage reports has not even acknowledged my lost luggage report and has now declared that communications between us have stopped.
Indeed wise Aeromexico Corporate and Customer Service Managers could learn a lot from what unfolds next and I hope to get some involved.
It seems Aeromexico does not yet have the facilities to receive and act on an online lost luggage report.

Aeromexico USA Corporate Office Headquarters HQ

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