Aeroméxico tops consumer‑complaint list and promises compensation for delayed Oaxaca‑Mexico City flight

Aeroméxico recorded the highest number of complaints filed with Mexico’s consumer‑protection agency, Profeco, accounting for 47% of the 3,921 complaints registered between January 2024 and August 2025. Passengers cited prolonged delays, unexpected cancellations, refund problems, fare charges and inadequate service during operational disruptions.

A highlighted case involved flight AM1053 departing Oaxaca for Mexico City. The aircraft was first diverted to Querétaro because of weather, leaving passengers stranded for about 14 hours before the flight was cancelled. While the airline initially blamed climate conditions, audio recordings obtained by a news outlet revealed that the cancellation was due to a shortage of crew, with staff confirming that the crew had exceeded allowable duty time.

Following the investigation, Aeroméxico informed Profeco that it has activated its internal protocols to issue refunds and compensation in accordance with Mexican aviation and consumer‑protection law. The carrier is contacting affected passengers individually, despite earlier statements that cancellations caused by weather do not warrant refunds.