Filing a Claim with Aeroméxico – A Complete Guide for Passengers
Aeroméxico, the flag carrier of Mexico [1_8778278493 and a prominent international airline, strives to deliver reliable service and smooth travel experiences to millions of passengers every year. However, as with any airline, disruptions can occasionally occur—ranging from delayed or canceled flights to baggage mishandling or refund issues. If you’ve encountered a problem during your journey, it's important to know how to properly file a claim with Aeroméxico to ensure your concern is addressed efficiently. Whether you are seeking compensation for a flight delay, lost or damaged luggage, or a refund for a canceled reservation, Aeroméxico provides multiple channels through which passengers can file formal complaints or claims. The process may vary slightly depending on the nature of your issue, but the airline offers both online and offline methods to begin the claims process.
The most convenient and widely used method is the online claim form available on Aeroméxico’s official website. To file a claim this way, simply visit
www.aeromexico.com, scroll to the bottom of the homepage, and navigate to the “Contact Us” or “Customer Support” section. From there, select “File a Claim” or “Submit a Comment or Complaint.” You’ll be directed to an online form where you can choose the appropriate category for your claim, such as “Baggage Claim,” “Flight Delay or Cancellation,” “Refund Request,” or “Service Complaint.” You will be required to fill out your personal information, booking reference number (also called a reservation or confirmation code), flight details, and a thorough description of the issue. For lost or damaged baggage claims, you may also need to upload receipts, photos, or documents to support your case. Once submitted, the airline typically issues a case number or tracking ID, which can be used to follow up later. This digital submission is ideal for passengers who want to avoid long call wait times or who need to document their experience with supporting files.
If you prefer direct communication, or your issue is urgent, you can also call Aeroméxico’s customer service center to initiate or inquire about a claim. For passengers based in the United States, the dedicated customer service line is [1_8778278493, which connects you to an English-speaking representative who can guide you through the process. This is especially useful if your flight is in the near future or if you want clarification on policies, required documentation, or timelines for resolution. When calling, be sure to have your booking confirmation, flight number, travel date, and personal ID ready to help the agent locate your reservation and begin your claim faster. It is also helpful to take note of the representative’s name, the date and time of the call, and the claim or reference number provided during the conversation for future follow-up.
Another option, especially in cases of baggage loss or damage, is to file a report immediately at the airport. If your luggage does not arrive, appears damaged, or has been tampered with, head straight to the Aeroméxico baggage service office or the designated “Lost and Found” counter within the airport terminal preferably before leaving the arrivals area. An airline agent will help you file a Property Irregularity Report (PIR), which documents the issue and begins the official process of recovering your luggage or compensating you for the loss. This step is especially important because it creates an official timestamp and reference at the location where the problem occurred. For damaged baggage, passengers are typically required to report the issue within 7 days of arrival, while lost baggage claims must be filed within 21 days. It is highly recommended to retain your baggage claim tags and take photographs if any visible damage has occurred, as this documentation will support your claim.
In addition to web and phone channels, Aeroméxico also provides email support for passengers wishing to submit claims or inquiries in writing. While not as instant as a phone call, email allows you to include multiple documents and detailed explanations without time constraints. The airline’s contact forms typically include a space for uploading PDFs, receipts, images, and other supporting evidence. You can check the progress of your case by referencing your claim number in any follow-up communication. For issues related to refunds or travel vouchers, passengers should visit the refund section on Aeroméxico’s website, where they can complete a refund request form for eligible tickets, such as those affected by airline-initiated cancellations or changes. Refund processing may take several weeks, depending on the complexity of the case and the payment method used.
Aeroméxico also offers support via its social media channels, such as Twitter (@Aeromexico), where you can send a direct message and receive prompt assistance from a customer service representative. While social media isn’t the official route to file a legal or formal claim, it can be a fast and effective way to ask for help, escalate concerns, or receive direction about how to proceed with the formal complaint. Additionally, frequent flyers enrolled in the Club Premier loyalty program can contact the dedicated Club Premier service desk for assistance related to reward bookings, point refunds, or upgrades.
It is essential to understand that the airline’s response time may vary depending on the complexity of the issue and the number of claims currently being processed. In general, baggage-related claims and refund requests are reviewed within 15 to 30 business days, though more complex complaints involving flight disruptions or service compensation may take longer. If your claim remains unresolved or you are not satisfied with the response, you can escalate your complaint by contacting the Mexican Consumer Protection Agency (PROFECO) or, if you are in the U.S., by filing a complaint with the U.S. Department of Transportation (DOT).
In conclusion, filing a claim with Aeroméxico is a fairly straightforward process that can be handled online, over the phone, in person at the airport, or through email, depending on the nature of your complaint. The most effective way to file is usually through the airline’s website or mobile channels, as these offer digital documentation and tracking. Regardless of the method you choose, always keep copies of your boarding pass, baggage tags, receipts, photos of damages, and any communication with the airline. Being proactive, organized, and timely is the best way to ensure your claim is handled fairly and without unnecessary delays. Whether your issue involves baggage, delays, cancellations, or compensation, Aeroméxico provides multiple ways to ensure your voice is heard and your concern is resolved with transparency and professionalism.