MEXICANA AIRLINES 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 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 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 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 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 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 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.

MEXICANA AIRLINES review :  11 May 2009 : by Gary Paxton  (USA)

Mexicana is a joke. I had a paid ticket from DFW to ZIH a few weeks ago. About a week before the flight's, I was notified that my return trip was cancelled for some unknown reason. They rebooked me for the next day and could care less about my extra expenses for hotel and food costs. I went to the airport for my return flight and found out that they had cancelled the flight again. I rebooked with Aero Mexico and finally got home. Again, they could care less about my extra expenses. Again my mistake. I had paid tickets for these same flight's leaving on May 23rd. I had a 3 hour layover in MEX on the way there and a 2 hour layover on the return trip. Yes, they did it again. They have cancelled and changed my flights. I now have a 6 1/2 hour layover on the flight down and my return trip is unbelieveable. They have me arriving at MEX at 6:05pm on their Click flight and my connection is at a different area and gate that departs at 6:10pm. I've tried to talk to them at the 800#, I went to their ticket counter at DFW, I sent emails to their customer service dept and their corporate office in LA and I get nowhere. They know that I will not make the connection and will have to spend the night in Mexico City, at my OWN expense. They have my money and could care less about anything else. I'm not sure what I'm going to do over all of this but I will never fly with Mexicana again. They could give me free tickets and I would just throw them away.

MEXICANA AIRLINES review :  5 May 2009 : by Julie Kim

I am scheduled to go to cancun from nyc on 5/10. Even with this outbreak, they are charging me 100-150 per person to reschedule the flight. They are trying to make business from this horrible outbreak. All other airlines have waiving this fee for flights between 4/24-5/31. Mexicana is the only airline who is only waiving fee for flights between 4/24-5/6. Does anybody thinks it will get better in 4 days? NO. Very hard to reach them and when they get stuck with the question, they hang up. I was very stressed out from talking to them. I am not going to ever use Mexicana airline again! Terrible service. Very immoral and insane during this outbreak.

MEXICANA AIRLINES review :  1 May 2009 : by P Yancey

We had to change dates to fly from Dallas to Puerto Vallarta due to the swine flu. They are charging us $100 per ticket to reschedule for another date. There are countries that are banning the flights in or out of Mexico, and they say since we are not flying to Mexico City, they will charge the fee. All other airlines are waiving the fee except for Mexicana.

MEXICANA AIRLINES review :  27 April 2009 : by Robert Fickert

Flown Mexicana twice -- will stay home before flying with them ever again. Oct. 2008 flew Sac. to Guadalajara to Mexico city to Cancun. Two weeks before we left they cancelled one portion of our return trip - the Mexico city to Guadalajra leg. Called and they said we could get a place to stay in Mexico City and wait until the next day - it was our problem and our financial responsibility. Has the habit of booking connecting flights with forty to fifty minute layovers - not enough time to deplane and find your next gate without stressing and running. All flights we have been on left the gate late (at least 20 minutes to 1 1/2 hours). This trip not only were they late, they lost one bag and then made us wait for an hour after everyone from the flight had left to make sure we hadn't overlooked our own bag and then wanted us to fill out forms - at 1 am after waiting for an hour while they disappeared. Friendly people but virtually worthless. Worst airline I've ever flown. Would not recommend them to anyone, will not book with anyone using them (Expedia and Travelocity) and will not set foot out on any trip using Mexicana.

MEXICANA AIRLINES review :  24 April 2009 : by D Weiss

LAX-CUN. Aircraft ageing A320 however clean. Left on time with very friendly flight attendants. Was provided with food and beverage free of charge with the food being a quite acceptable hot meal. Exceptional legroom for an A320. However seats were very firm though making the 4 hour flight uncomfortable. Used oneworld points for the flight so not bad overall.

MEXICANA AIRLINES review :  24 April 2009 : by Dolores Lombardo

Excellent service, ambience, food, drinks, etc. The first flight we thought was a fluke since the service and amenities were so good. But after changing in Mexico City for another Mexicana flight, we discovered this was normal service. Pilot kept us informed, seats were comfortable, head phones, movie, food.

MEXICANA AIRLINES review :  7 April 2009 : by Vivek Thuppil

MTY-MEX return, A319 on both legs. Flights smooth and service friendly on both legs. However, check-in at Monterrey is awful. First we had to stand in a long line to get our check-in baggage inspected. Once that was done, we had to go to the back of another long line to get our boarding passes and hand over our inspected baggage. While this is not a pleasant experience at 6 am, it was made even less pleasant upon seeing some passengers slipping money to staff and going directly from baggage inspection to getting their boarding passes. Mexicana needs to streamline their check-in procedures at Monterrey International Airport, which are completely inadequate for Mexico's second most economically important city. Also, while cabin crew spoke excellent English, ground staff at Monterrey did not, further complicating check-in procedures. It would help if Mexicana ensured that staff at major airports had English proficiency.

MEXICANA AIRLINES review :  6 April 2009 : by F Cos-Montiel

Mexico City-Montreal. Business Class. The check in area was under renovation and looked like if it had been bombed. Lounge is showing its age. Staff courteous, though the food offering is a bit sad and the pcs don't work well. Inflight service was good in this 5 hour flight. Lovely Mexican breakfast and nice selection of wines. They distribute a handheld device that works out well for this trip length. Flight attendant a little bit absent after breakfast was served. Always had to ask for my glass to be topped-up. Mexicana is excellent at getting priority bags first, but this time it took quite a while to receive my luggage.

MEXICANA AIRLINES review :  30 March 2009 : by P Vernall

Vancouver-Mexico City in Classe Elite. Good check-in in Vancouver and invitation to use the Plaza Premium Lounge which had a nice selection of snacks and beverages. Airbus 319 was clean and Classe Elite cabin is small and not comfortable. The inflight service consisted of a sandwich and cookies which was of quite low quality. Drinks had to be asked for as did the small portable TV with movies loaded. The cabin crew did the usual disappearing act for most of the flight. They were to be found behind the curtain either reading, talking or playing games on a lap top. I find Mexicana´s cabin staff some of the laziest in the air with a total lack of professionalism. They spend more time grooming themselves than they do taking care of their passengers. Mexico City - Bogota in economy class. Flight departed on time and Airbus 319 was clean and comfortable. Mexicana has no inflight entertainment no matter how long the flight (5 hours). A hot breakfast was served which consisted of eggs, green beans and one scclice of raw potato. The tiny tray also had a dry bread roll and and a fruit salad which consisted of two small cubes of melon. No jam, butter, or salt and pepper. Truly the cheapest breakfast (if you could call it that) I have ever been served. One drink was offered and that was it. No coffee or tea but a glass of water after about four hours in flight. Crew disappeared for most of the flight which is usual for Mexicana. They don't believe in taking care of their passengers. Truly a miserable experience by a low quality airline.