Mexicana Airlines  Passenger Reviews and Customer Trip Reports

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MEXICANA AIRLINES customer review :  11 March 2010 by Ryan Hogan   (Australia)

YVR - MEX return for a holiday in Mexico. Planes were clean, on time and provided a decent service all around. The food and drinks are slightly old fashioned (think Air Canada back in the 90s) but free which is a nice change from any of the US carriers. FAs are Ok, although a bit disinterested. Terminal 1 at MEX airport is a bit if a nightmare with a lot of people wandering around but once you get the hang of it it's not so bad.

MEXICANA AIRLINES customer review :  4 March 2010 by Lorenia de la Vega   (USA)

I arrived for my flight a little over 90 minutes before departure. Desks didn't open until half an hour later, and this was an international flight in a busy airport, with security to go through, etc. Once they proceeded to check me in, they had problems with the software, I was there for 30 minutes and then was told to run to my gate to make my flight - which was delayed anyway. They sold it as a "connecting" flight in Mexico City, with only 1 hour between landing and departing once more, and they were delayed. We landed in Mexico City with 20 minutes to spare, deplaned with 10 minutes to spare, and had to cross the entire airport (no exaggeration). If you know the DF airport, you know what kind of distance I'm talking about. Once on the flight, I was denied a glass of water after all that running. My food was tossed at me by the flight attendants, while they treated the men around me politely. I did not get a drink until I got up and asked for one at the cart. The flight attendants were continuously rude. Upon landing, luggage had been misplaced. It happens, but I (and the rest of the passengers in my situation) were lied to and given incorrect information one time after another.

MEXICANA AIRLINES customer review :  4 March 2010 by Balaji Ram   (USA)

DFW to EZE Buenos Aires through Mexico city. The flights left on time, hot meals served even on the DFW-MEX segment, luggage arrived promptly etc. Their 767 economy has good leg space. I would have given a score of 10 but for Mexicana missing my special meals (vegetarian) request. I had called them about 5 times about this.

MEXICANA AIRLINES customer review :  27 February 2010 by V Douglas   (USA)

Mexico City to Miami - I don't understand why they are still in business. Desk clerk in Mexico City held us up, couldn't communicate, missed our flight and had to pay an extra $700 to get back to Miami, through Cancun. In Cancun, no flight information posted, until 10 minutes before take-off - rushed to board plane and then herded to a bus, where we all had to stand for 1 hr 15 minutes with no air conditioning. Got into Miami, no luggage. When I did get our luggage, massive theft of our items. Can't get anyone in customer service to answer or help with any recovery.

MEXICANA AIRLINES customer review :  23 February 2010 by P Green   (USA)

CUN-IAD on their new nonstop flight was which very convenient, especially since the 6:30PM departure allowed for a full day on the beach. Boarding was efficient, the cabin was clean, and we pushed back right on time. Once airborne, the flight attendants completely vanished and were not seen at all for the first hour of the flight. Eventually they distributed headsets and started the movie after we had already been airborne an hour. Even though it was the dinner hour they did not begin their service until about 1.5 hours into the 2.5 hour flight, leaving all of us thirsty and wondering if there was actually going to be a service on this flight. Once the flight attendants did come out into the aisles, there was a hot meal with a choice as well as free beer or liquor as well as soft drinks. It was a very nice service, I just wondered why they waited so long to start serving dinner! Overall a good experience.

MEXICANA AIRLINES customer review :  17 February 2010 by Linda Lehnert   (Mexico)

CUN-GDL with layover in MEX. Both flights were good with comfortable seats, good food and helpful, friendly flight attendants. Announcements in Spanish and English. The plane to Mexico City was larger, from MEX to GDL was a Boeing 717. I was asleep most of the way from MEX-GDL so missed out on the snack, but the food on CUN-MEX was very good. They took very good care of my 4 cats who all arrived in GDL in fine shape.

MEXICANA AIRLINES customer review :  16 February 2010 by S Pierce   (USA)

Cancun to Dulles last night (Feb 14), our first time on Mexicana - a rebooking after our delayed Delta flight the night before was finally cancelled over 6 hours after it was supposed to have taken off. The Mexicana flight departed on time and arrived early, offered good hot food and a selection of beverages - without charge! Flight attendants were delightful - seemed to enjoy their work and interact with the passengers. We haven't seen edible and/or free food and happy-looking flight attendants on a US airline (we've flown most of them) in years. Next time, we're booking our flight on Mexicana.

MEXICANA AIRLINES customer review :  8 February 2010 by Linda Wahl   (USA)

Mexico City to Denver. The flight had a lot of young couples and small children - flight was not full so children were allowed to move from seat to seat, run in the aisle, climb over the backs of the seats and yell. The adults were loud and were standing in the aisle next to their seats and mine and the flight attendants did nothing. Some of the announcements were not given in English. It was a very unpleasant experience and I will not fly Mexicana again, regardless of the price. Comfort and a pleasant environment is worth more. On our flight from Buenos Aires to Mexico City the customs forms were passed out our was in Spanish and when I asked for one in English I was told that they did not carry the forms in English.

MEXICANA AIRLINES customer review :  6 February 2010 by Kathleen Kensinger   (USA)

This was the worst travel experience I have had. Flight 976 was supposed to fly nonstop GDL to SFO. Instead, the pilot landed, unannounced, in San Jose CA. We were stuck on the plane for 4 hours. The pilot privately told some passengers that Mexicana "overflew" him and he could not go to SFO but we were never appraised of this situation. The crew privately said Customs would not let us off plane and several passengers called Customs and they said it was Mexicana's fault. Awful communications and customer care on this flight. Nobody kept us informed or even bothered to apologize! When we finally got off plane and thru Customs, a Mexicana employee told us ground transportation to SFO would be covered and that shuttles and taxis had been ordered. We waited for over an hour and after 1-30am, 4 of us finally got one of the first taxis to SFO. The cab driver told us however that Mexicana had never called them for taxis. He then called his dispatcher to get cabs for all the rest of the stranded passengers. I have never, ever experienced such slipshod mismanagement from any airline like this! Mexicana should be ashamed of how they handled this situation.

MEXICANA AIRLINES customer review :  23 January 2010 by Rebecca Porter   (Mexico)

Flight 832 January 14th 2010. I checked ahead of time on the web and it said I was allowed 2 free checked bags for traveling internationally. I got to check out counter and I was charged $42 for the second bag. My husband explained that he had checked on line to see what the regulations were and I was allowed 2 free checked bags. The attendant said she was sorry, but that it was still considered "peak" season and the rates did not apply until the following week. I was in seat 12A and the table was broken and kept falling. There was no one seated next to me, so I was able to utilize that tray table. Although I realize the attendant was just following orders and was not responsible for the guidelines, we felt like the treatment was deceptive. I would not have taken a second bag if the information had been displayed on the web.

MEXICANA AIRLINES customer review :  19 January 2010 by B McBride   (Canada)

Further to a review I did a few weeks ago, my saga with Mexicana Airlines continues. On my return flight from Puerto Escondido to Mexico City, I arrived at the airport 5 hours early in hopes of getting on the first flight out. Another young man arrived about 10 minutes after I did. They called both of us up a half hour before the flight, and he got a ticket but I did not. I did get on the second flight. The next day, the Mexico to Edmonton flight was again overbooked and others were denied boarding. Luckily I got a seat on the flight and made it back to Edmonton, but when we arrived we were told that not all the luggage had come. It looked as if about 25 pieces of luggage were on the carousel. Almost the entire airplane load of passengers had to line up to fill in missing baggage reports. I received my luggage 5 days later. I'm still arguing with Mexicana regarding paying for the hotel I had to get in Toronto because I was denied boarding on the flight down. They refuse to pay for the hotel, insisting that a reservation was made for the three of us rerouted through Toronto. Unfortunately we were never given a name of a hotel, nor vouchers, so the reservations (if they were indeed made) would have been of no use to us. The lack of customer service at Mexicana is appalling, and similar to other comments made on this site, it seems as if Mexicana will never compensate passengers financially.