AeroMexico Customer Service Contacts

AeroMexico is Mexico’s flag carrier and is headquartered in Mexico City.

How to reach a person at AeroMexico

Customer service: +52-55-91324000

Toll-free: (800) 237-6639

Fax: +52-55-91324979

amcomplaint@aeromexico.com

aeromexico.com

AeroMexico Responsiveness rating

3/5

The Elliott Responsiveness Rating scores companies based on how responsive they are to customers. Here's more information about our ratings.

What you need to know about contacting AeroMexico

Contacting AeroMexico is relatively straightforward, and the company offers multiple ways for customers to reach the customer service team. Here’s what you need to know:

1. AeroMexico Customer Service Contact Methods

• Phone support:
  • Mexico: You can contact AeroMexico’s customer service in Mexico by calling (800) 021-4000 (for general inquiries).
  • United States: For customers in the U.S., the number is (800) 237-6639.
  • Other countries: AeroMexico provides local phone numbers for various countries. Check the official website for specific country numbers.
• Email support:
  • AeroMexico also provides an email form through its website for customer service inquiries, especially for issues like lost luggage or specific booking issues. AeroMexico does not publicly list an email address but encourage using the contact forms provided on the website.
• Website:
  • For general inquiries, flight information, or to manage your booking, you can visit the official website: Aeromexico.com
• Social media:
  • Twitter
  • Facebook
  • Social media is often used for customer service and is a good way to get a timely response, especially for non-urgent matters.

AeroMexico customer service response times

AeroMexico’s customer service response times can vary depending on the contact method and the nature of the inquiry. Here’s what you can generally expect:

1. Phone support response time

• General wait time: Phone support response times can range from a few minutes to 15 minutes or more, depending on the volume of calls and the time of day. Typically, calling early in the morning or late in the evening may result in shorter wait times.
• Priority for frequent flyers: If you’re a member of its loyalty program, Club Premier, or if you’re calling for urgent issues like flight delays or cancellations, you may receive faster assistance.

2. Email / web form response time

• When submitting inquiries through AeroMexico’s email or customer care form (available on their website), the typical response time is usually 24 to 48 hours. However, for complex issues like refunds or lost baggage, it may take longer.
• Note: During busy travel periods (e.g., holidays), responses might be delayed, so it’s advisable to reach out as early as possible.

3. Social media response time

• X: AeroMexico’s X support (@Aeromexico) is known for relatively quick responses, often within 1-2 hours during business hours. However, if they are experiencing high volumes of inquiries, response times may increase.
• Facebook: The response time on Facebook is generally within a few hours, but it may take longer during peak travel seasons.

4. In-app and website support

• The AeroMexico mobile app provides live chat options and other automated services, which can often resolve issues in real time or provide immediate answers.
• Flight status updates and common inquiries (like booking management or check-ins) can typically be handled instantly via the app or website, reducing the need for customer support contact.

5. Airport support response time

• If you’re at the airport and need immediate assistance, AeroMexico’s service desks are available to address issues such as check-in assistance, baggage claims, or special requests. The response time is generally immediate, depending on the availability of staff.

6. Loyalty program (AeroMexico Rewards) support

• For AeroMexico Rewards members, response times for dedicated support are typically faster, especially for issues related to loyalty points, flight upgrades, or membership-related inquiries.

Tips for faster responses:

• Use the website/app for booking-related inquiries, as these tools provide instant solutions to many common issues.
• Social media (X) is often the fastest way to get a quick response for general inquiries.
• Call during off-peak hours for potentially quicker phone support (early mornings or late evenings).

Overall, while AeroMexico’s response times can vary, the company generally aims to resolve inquiries as quickly as possible, especially for urgent or time-sensitive issues.

What you need to know about AeroMexico

The company responds to most customer complaints in a satisfactory manner. However, we’ve investigated recent problems involving currency conversions and ticket credits.

How to resolve a problem with AeroMexico

This guide on how to solve a customer service problem will help you resolve most problems with the company. You can also refer to the executive contacts below or contact our advocacy team directly.

Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.

AeroMexico social media

Instagram

Facebook

YouTube

X

LinkedIn

AeroMexico loyalty program(s)

AeroMexico Rewards: Members accumulate points based on the distance flown, the type of fare purchased, and the class of service. Points are also earned through purchases with Aeromexico’s retail and hotel partners, as well as car rentals and other services.

AeroMexico policies

Terms and conditions

Contract of carriage

Conditions of contract

Privacy notice

AeroMexico mailing address

AeroMexico executive customer service contacts

aconesa@aeromexico.com

+52-55-5625-2656 (direct)

+52-55-9197-9687 (mobile)

+52-55-5133-4000 (HQ)