Mexicana Airlines  Passenger Reviews and Customer Trip Reports

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MEXICANA AIRLINES customer review :  28 September 2009 : by Rod Hocking   (Australia)

MEX-/HAV-MEX. As part of a long trip we had necessarily purchased our tickets some months prior to flying, only to be told on arrival at check-in that we did not have a seat allocation and would be on stand-by. Amazingly the system does NOT allocate you a seat number when you purchase a ticket and this is only obtainable via further manipulation of the system. Managed to get the last 2 seats (many rows apart) for self/spouse but only after pushing in and pestering staff. Flight/food adequate. When I attended the Mexicana office in Havana I found out that we didn't have allocated seats on the return flights either, and further; that there were only 3 seats left. With assistance from a great local tour guide we had seats assigned to us, to be fair the local agent was ready to assist and was not surpised that this had happened. On the return leg we had to wait 4 hours for an aircraft due ro a seasonal time change, again aircraft/food adequate. On arrival in MEX found that one bag had not made the flight and would have to wait 24hours as there was only one Mexicana flight per day between these cities. When bag finally arrived it had been ransacked and many items missing. Due to time restraints unable to confront Mexicana staff. Overall, do not fly Mexicana as a first choice airline if possible.

MEXICANA AIRLINES customer review :  24 July 2009 : by C Jarvis   (UK)

London Gatwick - Mexico City - San Jose, Costa Rica return. Scheduled take off times are a bit of a joke. Both flights to/from LGW delayed by more than 1 hour, not much of an issue for the return leg, but major issue for the outward as I had allowed the recommended 2 hours transfer time for Mexico City, and the plane left 1.25 hours late! Fortunately made up 1 hour during the flight. Mexico City is a bit of a nightmare for a transit passenger, as you have to go through immigration. Planes were clean and comfortable. Crew courteous and helpful. Inflight entertainment was basic - digital tapes, so no choice of movie shown in cabin. No flight info available during flight, very little info from the flight deck. Food was OK. Verdict - cheap & cheerful.

MEXICANA AIRLINES customer review :  14 July 2009 : by J Campos   (USA)

GDL-MEX-YYZ-MEX-GDL. Absolute minimum level of service provided by flight attendants. Mexicana has deteriorated sharply from an average airline to one where they have abandoned any attempt to provide customer service. They have also devalued their frequent flier program by introducing a new program (MexicanaGo) without allowing previous Mexicana Frequente members to switch. Those that remained in Frequenta need twice as much in miles to redeem a flight. Mexicana management is very sneaky, and what can you expect from the rest of the company. I would avoid Mexicana like the plague.

MEXICANA AIRLINES customer review :  29 June 2009 : by Kurt Pena   (USA)

Flew Mexicana round trip San Francisco to Mexico City. Gate assignment was not available at check in. Gate assignment was never posted on the terminal's departure screens. It was only posted in the gate 19 area, which they apparently use as staging area only (a point they were careful to point out during ticketing.) A319 had very uncomfortable seats. One flight attendant was very courteous and spoke some English. Another spoke only Spanish and was discourteous. After serving our meal and starting the in flight movie, all three main cabin attendants disappeared into the rear galley instead of continuing to attend to their paying passengers.

MEXICANA AIRLINES customer review :  27 June 2009 : by Brad Blacklaw   (Australia)

Los Angeles to Mexico City and Cancun Mexico City Los Angles return. They were great. The flights were quite empty due to the swine flu which was good as heaps of room. The food was very good after having used QF for so long. The crew were very friendly also.

MEXICANA AIRLINES customer review :  3 June 2009 : by Lee Gerson  (USA)

MEX to MTY. It was slightly over an hour flight. The aircraft was clean, seats were fairly comfortable in A320. The flight attendants were gracious and drinks were free.

MEXICANA AIRLINES customer review :  18 May 2009 : by L Franco  (Mexico)

Never again! Purchased online tickets, took them 2.5 weeks to process and actually charge the credit card and e-mail me a confirmation (called them about 5 times for this). Had to make changes to flights due to swine flu. It was a less expensive flight and shorter route but they still charged me the same amount! I asked if the tickets could be changed to business class since the price was equivalent, they said no. Nobody in "customer service" knows what is going on, and everyone gives you different information, puts you on hold and transfers you.

MEXICANA AIRLINES customer review :  18 May 2009 : by N Bridger  (Mexico)

I live in Oaxaca and was traveling to Los Angeles and back. When I arrived at the Oaxaca airport I was informed that the plane was canceled. No notification by phone or email, which they had. Instead of taking the later flight 4 hours later, I opted for the next day. All went well. But on my return trip, all was fine leaving from LAX, my luggage was tagged to go straight though to Oaxaca. When I arrived at the Mexico City airport, my connecting flight was not yet listed on the departures board - I waited (app 1 hour) then went to the ticket counter at Click, where I was informed (again) that the flight had been canceled. Again, no notice, not on the departures board, no representative from Mexicana meeting connecting passengers, no announcement on the plane or in the airport. Nothing. The agent at Mexicana Click (the connecting airplane) told me to go to baggage claim at the other end of the airport and get my 2 bags and take them to terminal 2, get a ticket on AeroMexico and take that plane. I did have a ticket made up by Mexicana to AeroMexico, however not a boarding pass. The Supervisor at Click in terminal 2 promised me that my bags would be put on the AeroMexico plane. Needless to say they were not. The agent at Mexicana told me that the authorities at Mexicana dont care how the passengers are discomforted by the changes and I should write to them also.

MEXICANA AIRLINES customer review :  16 May 2009 : by D Sorel  (Canada)

Having flown a few times with Mexicana and enjoyed their onboard service, I am no more praising them! I had to cancel a ticket and all their customer service representatives told me I would get a refund within the next 20 days. It's now been over 4 months! I have been calling every month since and always been told the same story - wait, wait and wait! What a bad customer service!

MEXICANA AIRLINES customer review :  13 May 2009 : by K Martinez  (Mexico)

Mexico City - Madrid return. A330 nice and new, although it felt a little cramped in Y class. The seats had PTV's, so IFE was OK, and the service onboard was great, two rounds of food plus several drinks, including complimentary bar. We arrived to MAD 30 min before schedule, into the new T4, and were told about everything, from conveyor to nearest exits, etc. Return leg was the same, although even friendlier staff, who seemed to know what they were doing and enjoyed it.

MEXICANA AIRLINES review :  11 May 2009 : by Adriana Almazan  (USA)

Due to the Swine Flu Virus, we decided to postpone the wedding. We have been trying to get a credit from Mexicana but they want to charge us 150 dollars for the rescheduling fee for each ticket. Every other airline is rescheduling flights to Mexico without any extra fees, not even questioning customers. This is a health issue and they should not charge for this matter the rescheduling fee. Mexicana has issued a waving fee policy due to the Flu Virus, but this policy is totally discretionary to the public and doesn’t apply for all customers. This is very unfair for customers that are buying tickets from this poor customer service airline.

MEXICANA AIRLINES review :  11 May 2009 : by L Coggin  (USA)

I was scheduled to leave San Antonio, TX to Puerto Vallarta on May 20th at 10 AM. My flight was rescheduled without notice to leave at 10 PM and included a 10 hour layover in Mexico City (the city with the most cases of swine flu). This would require an overnight stay in the airport. The customer service at Mexicana is absolutely horrible, no one can give you answers and no one knows what's going on. I was told to get a refund I had to file a claim via email, wait 7-10 days to receive a claim number before anyone could help me. They do not care about their customers what so ever.