I booked a flight to a Central American destination early this year for a nice midwinter vacation with my husband.
Well, the day of our flight, there was a major North Eastern snowstorm. EVery flight out of our city was cancelled. Not my fault. Not Aeromexico's fault. These things happen.
So, I called them to see how they were going to handle it. They said a refund was not an option. Fine. Act of God, whatever.
So they said they would rebook my flight at a different date but they were sold out until the end of the month. And oh, by the way, I would have to pay the difference between the original ticket price and they ticket price of a different date----which was $500 more than the original ticket price, because the only tickets they had available were during the high season. I think that's poor customer service, but okay. Fine.
The guy said I had 10 months to redeem it.
Well, I called back three weeks later to rebook it, and he said that I only had two days to rebook the flight, that time had passed, they were taking my money and they would not be giving it back.
NO ONE told me this when I talked to them originally. They made it very clear I had up to ten months to rebook it at no charge except for any difference in the ticket price. I explained this and asked to speak to a manager or supervisor. The guy on the phone was *extremely* rude though I was trying to stay calm and cordial with him. I asked 4 times before he finally agreed to let me speak to a supervisor. At which time, he put me on hold and left me there for 45 minutes.
Finally, I hung up and called back. The same jerk answered the phone. I tried asking to speak to a supervisor again, and he hung up on me.
What. The hell.
Do NOT book through Aeromexico for any reason. If there is any problem at all, even if it's not your fault. you're not going to get your money back no matter what you do. I'm out $1200 unless my bank agrees to reverse the charges.Edited: 11 March 2014, 06:07