Their customer service is worst. They seem very helpful but each one gives a different solution. I canceled my trip in December 2021 and was issues an open ticket. Since then have been calling them to get a new reservation some agents says they can help some say that there is an issue with the reservation and only customer support (AMCS) can help. Its been 15 days and this AMCS and responded to my email. I lost my hotel booking and had to pay penalty. I called the number again hoping someone can assist. Was on a call for 2.5 hours (1.5 hours was on hold) and she said she can exchange my ticket but will need to call me in an hour. She didn't call but generated a new pending reservation with difference of $3500 while she said the difference will be not more than $200. I called the number again today (the next day), after 1 hour of explaining the entire issue she says only AMCS can help but I need to pay for exchange and she can do it. Finally I agreed for new dates for exchange, she hung up the call. This is so frustrating. My $5400 is stuck with Aeromexico and I have lost around $500 dollars on hotel booking cancelation due to their pathetic customer support. their agents itself have no way of contacting the AMCS which seems like a high authority of customer support who can only take decisions about upgrades or refund. Such a frustrating and disappointing experience.
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