The Aeromexico customer complaint form lives on a Salesforce-hosted portal linked from the airline’s “Contact Us” page, and baggage problems go through a separate reporting tool. File promptly. The Montreal Convention and Mexico’s Civil Aviation Law both set short written-notice deadlines, and missing them ends your claim before anyone reviews the facts.
Where to File
Start at aeromexico.com, open “Contact Us,” and choose the complaint option. That link redirects to the customer service portal, which asks whether your issue involves baggage, a flight disruption, customer service, or something else, then walks you through category-specific fields.
Baggage cases follow a different path. Lost, delayed, and damaged luggage claims go through Aeromexico’s baggage portal, which issues its own tracking number and connects to WorldTracer, the industry’s shared baggage tracing system.1Aeromexico. Lost and Found For direct help on a baggage case, email amluggage@aeromexico.com.
Non-baggage complaints can also be submitted by email to amcomplaint@aeromexico.com, or by phone at (800) 237-6639 from the United States and (800) 021-4000 from Mexico.2Aeromexico. Contact Us
What to Have Ready
The portal does not save a partial submission, so gather everything before you open the form:
- Your six-character reservation code (sometimes called the PNR) from the booking confirmation email.
- Your 13-digit ticket number from the e-ticket receipt. Aeromexico tickets typically start with 139, the airline’s IATA numeric code.3Aeromexico. Your Trip
- The flight number and exact travel date for the leg where the problem happened.
- Supporting evidence: photos of damaged luggage, screenshots of delay notifications, boarding passes, and receipts for out-of-pocket costs.
- Contact details that match the reservation. A mismatched email or phone number causes verification delays.
For a delay claim, record both the scheduled and actual arrival times. The gap between them decides your compensation tier under Mexican law. Take a screenshot of the completed form before you submit, in case the confirmation email never arrives.
Deadlines You Cannot Miss
The Montreal Convention sets hard windows for international flights, and they are shorter than most people expect.
- Damaged baggage: written notice within 7 days of receiving the bag.4Service-Public.fr. Delays, Losses, Damage to Your Luggage – What Are You Entitled To
- Delayed baggage: written notice within 21 days of the date the bag was supposed to be delivered.4Service-Public.fr. Delays, Losses, Damage to Your Luggage – What Are You Entitled To
- Lawsuit: two years from the date of arrival or the date the flight should have arrived.
Miss the 7-day or 21-day notice window and the airline can legally refuse the claim. A submission through the portal counts as written notice, and so does an email. File the day you discover the problem, not the last day of the window.
What Aeromexico Owes You
Delays and Cancellations Under Mexican Law
Mexico’s Civil Aviation Law (Ley de Aviación Civil, Article 47 Bis) sets specific compensation when the airline is at fault for delays or cancellations on flights departing from or within Mexico.5Procuraduría Federal del Consumidor. Ley de Aviacion Civil
- Delay of more than 1 hour but less than 4 hours: compensation under the airline’s published policies, at minimum food or beverages at the gate and discounts on future flights.
- Delay of more than 2 hours but less than 4 hours: the discount cannot be less than 7.5% of the ticket price.
- Delay of more than 4 hours: treated as a cancellation.
For a cancellation within the airline’s control, you pick one of three remedies: a full refund of the ticket or unused portion, substitute transportation on the first available flight (with meals and hotel if needed), or rebooking on a later date that suits you. If you choose the refund or the later rebooking, Aeromexico must also pay an indemnification of at least 25% of the ticket price on top of the remedy.
Denied Boarding on U.S. Routes
If Aeromexico involuntarily bumps you from a flight to or from the United States, the Department of Transportation sets minimum cash compensation based on how late you reach your destination:6U.S. Department of Transportation. Bumping and Oversales
- Domestic flight, 1 to 2 hour delay in arrival: 200% of the one-way fare, up to $1,075.
- Domestic flight, more than 2 hours: 400% of the one-way fare, up to $2,150.
- International flight, 1 to 4 hour delay: 200% of the one-way fare, up to $1,075.
- International flight, more than 4 hours: 400% of the one-way fare, up to $2,150.
Arrive less than an hour late on the rebooked flight and the airline owes nothing. Otherwise the payment must come as check or cash on the spot, unless you agree to accept a voucher.
Baggage Liability and Fee Refunds
On international flights the Montreal Convention caps airline liability for lost, damaged, or delayed checked bags at 1,519 Special Drawing Rights per passenger as of December 28, 2024, roughly $2,060 at current exchange rates.7International Civil Aviation Organization. International Air Travel Liability Limits Set to Increase, Enhancing Customer Compensation That is a ceiling, not a guaranteed payout. You need receipts or other proof of value to collect anywhere near it.
U.S. federal rules separately require airlines to refund the checked bag fee when the bag does not arrive within 12 hours of a domestic flight’s gate arrival, or within 15 hours for an international flight.8U.S. Department of Transportation. Refunds The refund is automatic, though filing the complaint creates a paper trail if the airline stalls.
Cash Instead of a Voucher
Airlines often offer travel credit first. On flights touching the United States, if Aeromexico cancels or makes a significant schedule change and you choose not to travel, you are entitled to a cash refund. The airline cannot force a voucher.8U.S. Department of Transportation. Refunds Airlines must also notify passengers of cancellations, significant changes, and the right to a refund, and deliver those notices through any email or text channel you subscribed to.
After You Submit
An automated confirmation with a case number lands in your inbox after submission. Save it. Every follow-up call or email should reference that number. Initial responses to web and email complaints usually arrive within a couple of days, though refund requests and baggage loss investigations take longer to resolve.
Aeromexico may ask for bank account details for a refund deposit, more receipts, or clearer photos of damage. Answer quickly. A slow reply from your side resets the clock on the airline’s review.
Under DOT rules, once a refund is due the airline must process it within 7 business days for credit card purchases and within 20 calendar days for cash or check payments.9Federal Register. Refunds and Other Consumer Protections Past those windows with nothing paid, you have grounds for a DOT complaint.
Escalating the Complaint
If Aeromexico does not resolve the issue, the agency you turn to depends on the route.
U.S. Department of Transportation
For flights to, from, or within the United States, the DOT’s Office of Aviation Consumer Protection investigates airline service and refund complaints.10U.S. Department of Transportation. Aviation Consumer Protection File online at airconsumer.dot.gov or write to:
Office of Aviation Consumer Protection
U.S. Department of Transportation
1200 New Jersey Avenue, SE
Washington, DC 2059011U.S. Department of Transportation. File a Consumer Complaint
Include full contact information and a detailed account of the trip and the problem. The DOT forwards the complaint to the airline, which must respond to both you and the agency. The DOT then reviews the response for rule violations.
PROFECO
For flights originating in or traveling within Mexico, complaints go to the Federal Consumer Protection Agency (Procuraduría Federal del Consumidor, or PROFECO). Complete the agency’s complaint form and include proof of the transaction (ticket, boarding pass, receipts) and a copy of your passport or other official ID. Send everything to turista@profeco.gob.mx.12Consulado General de México en Montreal. Consumer Protection PROFECO mediates between passenger and airline. It cannot force a settlement, but airlines typically pay closer attention once a regulator is involved.
Taxes on a Settlement
A settlement of $600 or more may be reported to the IRS by Aeromexico on Form 1099-MISC.13Internal Revenue Service. Instructions for Forms 1099-MISC and 1099-NEC Reimbursements that only make you whole for documented out-of-pocket costs, such as hotel bills during a cancellation or replacements for items in lost luggage, are generally not taxable. A goodwill payment or an amount above your actual losses can be. Keep receipts for every disruption-related expense so you can show which part of any payment was reimbursement and which was extra.