I purchased 2 Mexicana Airline tickets from LAX to Puerto Vallarta in July for travel in November, then heard about their bankruptcy in August. I called them and the agent told me to wait to request a refund because they were going to be working something out soon and making an announcement in September.
On Sept. 23 I finally requested a refund after hearing nothing.
On November 12th I called to see the status of my refund and they said to expect it within 2-3 weeks.
On December 29th I called again to see what the status of my refund was and they said to expect it in 4 weeks.
On February 2nd I called back and both phone numbers that are listed on their website had been disconnected.
I am really pissed because not only do I still have the $600 outstanding on my credit card (that is accruing interest daily) I ended up having to pay more for 2 more tickets on another airline, which was another $1100.
I'm thinking that the only way for me to get my money back is to get a lawyer.
ON FEBUARY 12, 2010 MY FLIGHT WAS CANCELLED, MY ONLY OPTION WAS TO TRAVEL ON FEBUARY 14, 2010. IN WHICH I DID. I DONT BELIEVE THIS WAS RIGHT AT ALL. FOR THIS REASON I PURCHASED FLIGHT INSUANCE. I NOTIFIED MEXICANA AIRLINES AS I WAS THERE, AND ALSO BY PHONE. I DID NOT GET ANYWHERE. NOBODY SEEMED TO CARE ABOUT MY SITUATION.
I TOOK A TAXI BACK HOME. I WAS VERY UPSET, AND STILL AM.
MY TOTAL COST FOR THIS CANCELLATION WAS $200.00 DOLLARS.
I AM ASKING FOR MY MONIES BACK
Purchased one way ticket back to Florida from Mexico City and they charged me instead of $329, they charged my debit account $3, 600. completely wiping out my bank account and leaving me with $0 in a foreing country. Supervisor Azusena stated there finance department was closed and that I would be refunded the money on Monday and it would take a couple of day for the money to get to my bank account.
I asked her what I should do with no money in Mexico and she actually suggested a family member wire me money, I cannot believe she dared tell me that. She did not offer me a discount, a free ticket or any thing. I am now awaiting what is going to happen. Any suggestions, please let me know. [protected]@live.com
Mexicana does not care about customer satisfaction and has no customer service. Mexicana is a third world-mentality company and all personnel is crooked. You will be so sorry if you fly Mexicana. Recently I flew from Mexico City to DFW and the flight was so late that Customs in Dallas had to cancel the flight. We got no help or explanation about what went wrong. We were just asked to exit the plane and told to get a new passing board for next day – I had a project next day and got ducked for the day. We had to pay for our hotel, Dinner, and taxi. All personnel is malicious and all of them are cheap liars. I hated the fact that they treat people as if we were illiterate.
Mexicana.com is by far the worst website to buy airline tickets from. After trying to book tickets and getting kicked off the site with a "session expired" message I decided to go to a travel agent to book my tickets. Much to my dismay my credit card was declined. I called my card and they told me mexicana had charged me for tickets!!! When I called mexicana they told me I wasn't charged. WTF?!?! I spoke to like 4 different ###s in their customer service department before they could explain why I was charged. They stated a glitch in their system put my funds on hold but no tickets were issued. What the hell does that mean? I don't know. My credit card company said I had to wait 5 days for payment to post before disputing. 3 days to go before I can dispute. Will keep you posted.
Mexicana.com is the WORST!!!
T tried to book a ticket on line to Mexico City for an emergency trip, I entered the credit card information and a clock with a message processing your request came on for a long time and then it closed without giving me a confirmation, I did this 3 times, same flight, same name, same time and it did the same thing, finally I left it alone thinking I would do it the next day. On the next day I checked my e-mails and had confirmation of 3 tickets purchased. I called Mexicana and explained the situation spoke to sales agent found the problems and processed the refund and explained that it would take 28 days to get the $$$ back, I explained to him how I needed the money to make this emergency trip and he continue to say that was the policy and could not do anything, after approximate 30 minutes I asked to speak to a supervisor and was transfered to Azucena ho explained to me that there was nothing they could do and was up to the financial department but would not transfered me because she said they do not take calls, I asked to speak to her supervisor Claudia Alarcon but she would not transfered me, give an extension and said she was out of the office most of the time, Again i asked to speak to a supervisor in the financial department and she told me she would not transfered me to anyone else because they were all going to say the same thing, I told her I would hold and she put me on hold for approximate 20 minutes then came back on the line and hung up on me. I'm very upset about this situation because the money they are holding is the only money I had to make this trip, like I explained to them this is an emergency trip and I had borrowed the money to go, right now I don't know what I'm going to do.
I booked a flight from PDX to PVR in February 2017. Today I was told by Daniel Corarrubias, a Supervisor of Rates and Changes at Mexicana Airlines, that Mexicana ceased flying out of Portland, OR in June of 2017. I received an email last night after 5pm West coast time, so I saw it this morning, notifying me that my flight status had been "changed". I called the number listed in the email immediately, and was informed that my flight no longer existed, and they needed to try and book me on one of their partner airlines to be able to get me from PDX to PVR.
The agent, Antonio Estrada, gave me the details on the new flight he found which cut a day off the back end of my vacation, but still got me home on the 29th of Nov as originally planned. The flight was less than appealing as there are 4 connecting flights and one is an over night layover at SFO. I was also informed at this time that Mexicana will not provide accommodations for the night of the 28th in San Francisco even though I will not depart on the next connection until 7am Nov 29. This was unacceptable to me so I requested to speak with a supervisor, Daniel Corarrubias. Daniel was immediately curt, rude and defensive. He basically informed me that I was to accept the changes and there were no other options or I would be given a full refund. I then requested that I speak with his supervisor, Claudia Alarcon, who was unavailable nor could I have a number for her, an email address, nor a voicemail and I could not call back and speak to her at a later time. After spending 2.5 hours on the phone with Daniel and the agent, Antonio Estrada, I was booked on a flight leaving a day earlier, Nov 21. This means I will have to pay to take another day off work.
Reportedly there were no other options. However, what about cooperating with another airline outside your contracts to get me to Mexico and have Mexicana pay for the flight? This I was told was not possible. After booking the flight I commended Antonio for his help and patience in dealing with the booking and my frustration. I requested to speak with customer service so I could let them know he had done a nice job.
In speaking with the customer service representative, Elsa Sotres, I thanked her for Antonio's work and explained the situation. Elsa gave me a quick apology to close the conversation, at which time I asked, "Is that it?" Elsa told me there was nothing Mexicana could do to compensate me for this oversight. My question is why the airline did not notify me back in June of the fact that they do not fly out of Portland any longer? At that point it may have been possible to provide me with more appealing flight times than the 4 connections BOTH ways to and from Mexico. Elsa then gave me the robotic response, â��We hope you can continue to fly with Mexicana Airlinesâ��.
Lastly, the only way to lodge a formal complaint is to fax or email a complaint. There is apparently no one to take calls for customer service for complaints, only when a customer wants to compliment their service will Mexicana accept a phone call. Ridiculous!
Rest assured I will never fly Mexicana Airlines again, and I will relay this incident to everyone I know in hopes that they choose another airline so as to avoid similar misfortune and excessive frustration.
Booked a ticket to Oaxaca that I couldn't use because of work. Called at the time to ask them what the procedure was for reimbursement and/or flight changes. I was told I had a year to use the ticket with a $100.00 fee for the change, including changing the ticket to another destination. When I was ready to book again, I went online to check tickets from Los Angeles, to Cancun. Mind you, my original ticket was business class since they didn’t have first class. They wouldn't know class if it hit them!!! I was glad to see the fare was only $3.00 off my original ticket. I called Mexicana reservation and tried to make the change: after being left on hold by the ticket agent for 25 minutes (she kept telling me she was checking for the "better" price), she came back to tell me I had to pay an extra $500.00 (approx). When I told her I had been online and checked for those exact flight on those exact dates and the fare was approximately the same as my ticket. I was told that fare was a special and they could not apply it to my change. I can fly for $500.00 coach to Cancun. This is a total scam. I was also supposed to be able to be reimbursed my ticket minus a $100.00 for penalty should I choose to do so but even after talking to an agent on the phone for 45 minutes on a previous call, I still was getting nowhere. I would NEVER EVER book anything with them again and am now spreading the word.