I was recently on 12/28/09 a passenger on Mexicana Airlines flight MX1692 from Buenos Aires - Mexico City then transfer to MX 908 to Los Angeles. My luggage was initially lost when I arrived in Los Angeles at my final destination. I filed a claim immediately for the lost luggage with Mexicana Airlines. My flight arrived on 12/28 at 10:30pm and I was informed my luggage did not make the flight and would be returned on the next flight that same night.
The following day on 12/29 I still did not receive any phone calls about my lost luggage as of 11am, so I called and after at least 10 times calling throughout the day I finally received my luggage at 9:00pm on 12/29. I inspected the luggage to find that it had been severely tampered with and many of my personal items were missing including several of my credit cards. I called my credit card companies and discovered during my transfer in Mexico city, someone stole my personal items and my credit card, tried to use over $10000.
Because that my credit cards were never out of my possession before taking this flight, it is clear that Mexicana Airlines staff is directly responsible for this fraudulent activity and deliberately held my bags to tamper with my personal belongings. I tried to file a complaint with Mexicana airlines but discovered that the ONLINE COMPLAINT FORM IS INOPERABLE. This further leads me to believe that Mexicana does not provide any means at all for actually filing complaints. I strongly believe that this airline is unlawfully operating its baggage screening process and there is significant concern for a security breach for all passengers of this airline.
I normally never likes to write reviews. But I wanted to take my time to let other passengers to know NOT TO TAKE MEXICANA AIRLINE because all the troubles is SO NOT WORTH IT!!!! Even now, I am stilling calling and trying to find out my personal item.
I purchased airline tickets through Mexicana to travel to Mexico from the U.S. I paid $600 total. Due to personal reasons I was unable to travel on scheduled date so I called them to cancel. I asked the representative if I needed some kind of code or confirmation number so they can find me in the system and she said my name was enough to find me in the system. I was told my credit was good for one year.
Two months before the expiration of my credit I called Mexicana to reschedule. The representative was very rude, sarcastic, and when I asked her for help she replied by telling me that I should be smarter and get more information before calling, when I asked to speak to her supervisor she put me on hold forever!!! I called 4 different times and they all gave me attitude and was treated in a very unprofessional manner. I gave them my name, and all necessary info and they told me that it was still not enough to find me in the system???
How do they stay in business??? The 5th time I called, after being on hold for 30+ minutes, literally, the rep told me that she had found the flight but there was lots of people that were on that flight with the same last name. Does this make sense to anyone??? She put me on hold for another 5 minutes and after she answered laughing and gave me all the info I needed, I felt relieved. As I wondered why she was laughing she concluded with saying that my credit had expired 2 days ago. She hung up on me when I asked to speak to her supervisor.
I'm currently fighting for my money back from them through the Los Angeles county consumer's dept. Please avoid Mexicana airlines, when I traveled to Mexico I read magazine, newspaper articles that described horrible customer service through Mexicana airlines. People from Mexico also told be bad stories about them.
On August 28, 2010 as I was scheduled for my return flight from Cancun Mexico to Los Angeles USA at 4:30pm. I arrived at the airport in Cancun Mexico at 12:30pm and was told by a Mexicana employee at the counter all Mexicana flights after 12pm noon had been canceled. I was given paper instructions on how to proceed to request for a reimbursement and was advised to seek another airline for transportation as all Mexicana flights had been canceled and I would not be able to fly back through Mexicana. No other information was given except to proceed to a different airline as soon as possible and purchase an airline ticket to return to my destination.
I was basically left stranded at the airport in Cancun without a return flight. I stood in line for over 2 hours at the Aeromexico sales counter to request to purchase a ticket to return back home to Los Angeles. I was told all flights were full due to many Mexicana passengers whom flights were also canceled and had no choice but to fly through other airlines, including Aeromexico.
I was told by the Aeromexico agent there was only one flight with a few available seats scheduled to fly to Los Angeles on that day. The flight had two stops scheduled, one in Mexico City and the second stop in Guadalajara then it would proceed to Los Angeles. I was left with no other choice but to purchase a ticket for that flight as it was the only available flight to Los Angeles on Saturday, August 28, 2010. Total out of pocket expense $643.38.
I've seen several complaints on this site about Mexicana Airlines and have no idea what these people are talking about. I've been traveling frequently since I was about 2 years old and have a lot of experience with many different airlines. This has been the best and most consistent airline I've ever had the pleasure to travel with. They have the best service, the best food, and the friendliest employees. People who don't fly often freak out and don't know how flights really are.
If you were to travel and experience other airlines, then you'd realize how great Mexican really is. I've never had a bad or even a mediocre experience with them, but I've certainly had horrible experience with other airlines. People need to relax and learn how to travel without getting crazy. A flight is for transportation, not luxury. If you want luxury shell out the $5000 for first class.
Mexicana Airlines is a rip off scam of a company. After experiencing their horrible and deceitful customer service first hand, I can honestly say that it is no wonder that they are in bankruptcy. A warning to people who are currently booked with these fraudsters, this airline is shut down and no longer running any flights. They lie to you about having resources for booking you on other airlines, but they don't have anything. They do have a 90 to 120-day refund policy which is great because you might see your money back just in time for the NEXT vacation.
Don't let these idiots keep your money. Contact your credit card or debit card provider and request a charge back. Provide them proof of the lack of service and hopefully you will see your money back in your account within two weeks. Mexicana is trying to keep a hold of whatever money they can at this point and possibly not ever pay you back by protection of the bankruptcy system.
Concerning our returning flight from Mazatlan through Mexico City to Miami on Feb 14 2010. This flight was the worst flying experience ever. I commented to my wife that I didn't like the pilot's actions even as we taxied on the ground to the flight line in Mexico City. As we lifted out of Mexico City the plane banked hard left and right to the extreme, more than I've ever experienced in all the flying I've experienced. Most of the rest of the flight was uneventful until we with no warning began a rapid decent. Everyone in the plane had fear in their eyes; we all looked at each other as the plane kept descending at an alarming speed and rate.
The attendants with their food carts were struggling to keep them from sliding down the aisles. There were no lights visible outside the cabin to really get a reference on how fast or what angle we were flying at, but it was long and scary with no announcements. Finally the seat belt sign dinged and light indicating the pilot was if not in control, at least conscious.
We finally landed uneventfully and as we exited the plane the cockpit was locked, the flight personnel obviously didn't want customer feedback upon their exiting the plane. Was it pilot error, did they overshoot Miami? Was it an avoidance maneuver? Did this act actually save the lives of all the passengers? We'll never know, but Mexicana is on my List to stay away from. "Don't drink the water or fly their airlines." On a nicer note, their food is excellent. Perhaps they should be in the catering business.
MEXICO CITY -- In February my aunt and I went to my parents' 50th wedding anniversary to the south most part of Mexico. On the way back we had a connecting flight in Mexico city. As the flight landed we were detained on the landing strip for 50 minutes and therefore we were late boarding the next flight, granted my aunt is on a wheelchair. As I approached the ticket counter to check-in I was told "too bad you are 9 minutes late, there is another flight tomorrow morning at 6 am and you BETTER be on time."
As I inquire about lodging was told in a sarcastic tone "there are PLENTY of hotels where you can stay it depends what you can afford." I can go ON and ON. PLEASE PLEASE avoid ANY dealings with a 3rd world airlines such as Mexicana... Crappy service and terrible customer service.