Aeromexico complaint: NOT REFUND MY MONEY

I am writing to address an ongoing issue regarding the refund of two tickets (Ticket No.: 1392932331360-361 and 1392932279710-711), which was recently declined by the CCS Refund Department. We received communication indicating that the refund request was denied due to the tickets being non-refundable.

I recently requested a refund for the above-mentioned ticket(s) due to our customer encountered an issue at Hanoi Airport at the time of boarding regarding their travel itinerary, specifically concerning the segment booked through Aeromexico. Upon arrival, Japan Airlines informed our customers that the Aeromexico segment of their journey was not reflected in the system. Understandably concerned, our customer ly reached out to your customer service to address the discrepancy and your customer service team had ed the segment is showing in your system and you had also provided the evidence to me. Consequently, your customer service team advised me to pursue a refund. I am pleased to inform you that we have also received ation from Aeromexico Airlines to proceed with the refund application for the aforementioned tickets.

However, it’s important to note that the circumstances leading to this refund request were beyond our control. Despite our efforts, there were no available cancellations or alternative solutions at the time. This ation will enable us to expedite the refund process with the CCS Refund Department. But the refund request has been declined from the CCS Refund Department.

I am pleased to inform you that we have successfully received a refund for the Japan Airlines ticket. However, the refund for the Aeromexico ticket remains pending. In order to expedite the resolution for our customer, we kindly request your assistance regarding a declined refund for non-refundable tickets.

I must express my dissatisfaction with this decision, as it seems to penalize us for circumstances beyond our control. Firstly, the segment in question is not showing in the system, which is not a fault on our end. Additionally, the tickets being non-refundable is a condition set by the airline, and we complied with all terms and conditions when purchasing them.

We have diligently followed up with the airline regarding this matter and have provided all necessary evidence to support our case. Despite our efforts, the outcome has been unfavorable, leaving us at a loss. As it has caused significant distress to both myself and our valued customers and as valued customers, we believe it is unfair to bear the financial burden for an issue that was not caused by us. As previously mentioned, the recent decline of the refund request for two non-refundable tickets has resulted in a substantial financial loss amounting to approximately $18,000 per ticket.

The impact of this loss is not only financial but also detrimental to our reputation and customer relationships. Our customers are understandably frustrated and demanding resolution, placing immense pressure on our team to find a satisfactory outcome.

Therefore, I kindly request your assistance in exploring alternative solutions to secure a full refund for the affected tickets. Whether through a reconsideration of our case or through any other means available, we are open to suggestions to resolve this matter amicably.