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Mexicana Airlines Complaint - Mexicana is the worst - horrible customer service and bad experience - Air travel
Air travel - Complaint
I had the worst experience ever on Mexicana airlines. I paid for an business class seat and when I got on the plane the seat was broken (wouldn't recline and the foot rest was broken). I wrote the airline asking that they offer me a full or partial refund as my seat was broken. Here is the response I got - please note they ADMIT the seat was broken! WORST AIRLINE EVER - WORST CUSTOMER SERVICE
Dear Ms. Green, Thank you for the time you have allowed us to review your claim. On behalf of Mexicana please accept our sincerest apology for the inconveniences you may have endured on the Mexicana’s flight MX946 upgrading to business class. We strive to provide excellent customer care to our passengers however in occasions circumstances beyond our control may hinder our objective.
After a thorough assessment in our internal records we found that a little situation happened with the footrest of your seat. However, you were given an excellent business class service to compensate for this situation Based upon the above Grupo Mexicana must respectfully decline any kind of compensation or refund. For your information, we have forwarded the comments you kindly sent us in regards of the inconveniences with the footrest on your seat to the corresponding management offices to review this situation and prevent this kind of incidents from repeating. Grupo Mexicana strives to deliver excellent service to its passengers and this incident is not representative of the service we are committed to.
Respectfully,
Ivan Saldana Customer Relations Analyst Mexicana USA & Canada
Dear Ms. Green, Thank you for the time you have allowed us to review your claim. On behalf of Mexicana please accept our sincerest apology for the inconveniences you may have endured on the Mexicana’s flight MX946 upgrading to business class. We strive to provide excellent customer care to our passengers however in occasions circumstances beyond our control may hinder our objective.
After a thorough assessment in our internal records we found that a little situation happened with the footrest of your seat. However, you were given an excellent business class service to compensate for this situation Based upon the above Grupo Mexicana must respectfully decline any kind of compensation or refund. For your information, we have forwarded the comments you kindly sent us in regards of the inconveniences with the footrest on your seat to the corresponding management offices to review this situation and prevent this kind of incidents from repeating. Grupo Mexicana strives to deliver excellent service to its passengers and this incident is not representative of the service we are committed to.
Respectfully,
Ivan Saldana Customer Relations Analyst Mexicana USA & Canada
Comments:
Posted by Flexanimous Fellow on 2010-03-08:
Was the flight full? Did you ask if you could be moved?
I think a partial refund or credit toward a future flight would have been a nice gesture.
I think a partial refund or credit toward a future flight would have been a nice gesture.
Posted by The_Judge on 2010-03-08:
What a load of crap they gave you. Your seat was broken but you recived, and I quote......"an excellent business class service to compensate for this situation"
So....they must be saying, if your seat is broken, we'll give you good service for compensation which leads me to believe that if your seat is not broken, you will get bad customer service. What a tremendously horrible response. If they won't give you vouchers or any other compensation, there probably is no recourse. You could try a letter to the DOT but don't think it would amount to much.
Man, I just can't believe the logic they used. Amazing.
So....they must be saying, if your seat is broken, we'll give you good service for compensation which leads me to believe that if your seat is not broken, you will get bad customer service. What a tremendously horrible response. If they won't give you vouchers or any other compensation, there probably is no recourse. You could try a letter to the DOT but don't think it would amount to much.
Man, I just can't believe the logic they used. Amazing.
Posted by ProConsumer on 2010-03-08:
This situation totally blows! The very least they could have done was offer a voucher or something as a goodwill gesture.
I think you should send Grupo Mexicana an email with a link to this review so they know the impact their lack of good judgement.
Thank you for the helpful review!
I think you should send Grupo Mexicana an email with a link to this review so they know the impact their lack of good judgement.
Thank you for the helpful review!
Posted by LadyScot on 2010-03-08:
Did you ask to be moved or did you suffer in silence and wait to send the email? You get better resolution stating issues immediately instead of waiting til the situation is long over.
Posted by Ytropious on 2010-03-08:
You wanted FREE air travel for having no reclining seat and no foot rest? Please. That's what us in coach get, and we don't demand refunds for it. Business class still gets more room and better service, yes? You would be entitled to a small refund, likely 50 dollars or less, whatever the difference is between business and coach minus the fact that you still get better service and a bigger seat. As others asked, did you even bother to tell someone on the flight and see if there was another business class seat available?
Posted by Skye on 2010-03-08:
I'm also curious, if you brought it to the flight attendants attention? It stinks that your seat was broken, but, and I'm not saying you did this, but how do they know it really was broken if you didn't tell any of the flight staff?? Anyone could say their seat was broken and then ask for a refund.
Sorry if you suffered in silence.
Sorry if you suffered in silence.
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