Mexicana Complaint - Mexicana problems across the board
OREGON -- Mexicana proves to be the worst airline we have yet flown, which is impressive in the current race to the bottom for airline service. We took a trip from Oregon to Argentina with our infant, and had problems with Mexicana at every stage of the trip. First, they canceled our direct flight from Portland to Mexico City only a week before departure and wanted to put us on a connecting red-eye instead. We found a way to keep our daytime connection in Mexico City flying through LAX, but Mexicana said that our required paper ticket for our daughter could not be issued by mail, it would have to be picked up at the airport. So I checked the times for the Mexicana counter at the airport which turn out to be 5am-7am and 8pm-10pm only certain days a week. So I drove 20 miles to the airport early one morning, and found out that Mexicana decided to not open the counter during the morning hours for the month of May. Strike one.
In LAX, our Mexicana flight sat on the tarmac for an hour delay before leaving. Then in Mexico City the gate was changed at the last minute before departure without announcing it overhead. After boarding, the flight was again delayed for an hour because the luggage conveyor belts were broken.
On arrival in Buenos Aires, we watched a group of musicians traveling on our flight pick up more than 30 large metal boxes from the baggage claim, but our luggage did not appear. Turns out Mexicana couldn't fit all the passengers luggage on the flight because of all the extra boxes with this group so they left ours behind! We were given a lost luggage claim ticket, and to their credit our luggage was delivered 24 hours later. However trying to get reimbursement for the delayed luggage costs appears impossible - I called the Mexicana luggage dept number and was told they couldn't find the claim number. The customer service number I was given is disconnected. The agent at the number I found on their website said I need to call the lost and found counter at Mexico City - an international call. The feedback forms on the Mexicana website are broken and won't allow me to send the written request for reimbursement.
Finally, on the return trip, we showed up at the Buenos Aires airport 3 hours early to find out that the flight had been canceled. It turns out that Mexicana didn't send the flight from Mexico City the night before, so they knew there would be no morning flight but they didn't even try to contact us, and on their website the flight was still listed as on time before we went to the airport. Again to their credit they paid for us to spend the day at a hotel, and got us on an American Airlines flight that night, though the only reason we intended to fly Mexicana in the first place was to avoid red eye flights with an infant.
The bottom line is, Mexicana is disorganized, unreliable, frequently delayed, loses luggage, and has an impossible customer service process. In the future we would pay more and even choose to fly red eye flights rather than take Mexicana.