jeema

We flew on Oct. 22 AM128 (Westjet operated by AM) from Calgary to Mexico City in terminal 1.
Our final destination was from Terminal 2 Mex City to Guadalajara.
At Calgary check-in the agent said our bags were tagged all the way to GDL.
We asked if we had to retrieve our bags in MX city and she said no. Are you sure, we asked? She said, 'yes'.

When we arrived in GDL, our bags were not there.
We were told we should have retrieved our bags in Mx City and go through customs there.
We filled out a lost luggage form and as of today Oct. 25 10pm, we still do not have our bags.

The agents in GDL say that the Westjet phone number in Mx City is not being answered. (55.2599.0584.
Also that since our bags were left in Terminal 1, and we exited Mx City in Terminal 2, there could be a problem.

Which airline is supposed to help us get our bags back?
Is Westjet going to compensate us for the agent error?
What are we supposed to do know to get our bags back?

newfbc

You're saying you didn't go through Customs in MEX and did in GDL? If you went though Customs in MEX and then boarded a domestic flight to GDL that should have been a BIG hint that what the agent at YYC said was incorrect.

Ron.

3Cforme

Whatever operating carrier to you from MEX to GDL.

File a claim with that operating carrier within their specified deadline.

YVR Cockroach

AFAIK and IME, all bags have to be claimed, cleared and rechecked at MEX even if flying same terminal int'l-to-int'l.

A friend of mine who lives and worked there said it was the Mex government following U.S. initiative.

HangTen

It sounds like Aeromexico operated both flights.

I'd focus your efforts on Aeromexico.