Complain about a product or service

Mexicana

Margarita of chicago , IL September 12, 2009

On may 18, 2009 I purchase 3 airline tickets to mexico city for My brother and 2 sons. when i was finishin my transaction on mexicana.com the page froze and then gave a message saying that they page was experincing technical dificulties to try again later. I call custumer service at mexicana I explain what had happen the costumer service rep ask me for the credit card # and after checking she told me that my trasnsaction did not go thru and that I need it to start all over again and purchase the tickets and i did just that. Next day early in the morning when i check my email i notice i had recived two flight confirmation #'s which meant i had purchase the same tickets twice. I was charg 667.00 twice. I call immediately and inform them of the situation and ask that one of the trasaction to be cancel before they charge both chrgs to my credit card. they said they would cancel on of the transactions however they couldn't do anything to stop that charge from being made to the credit card but i would recived a refund from 25 to 30 days. very unhappy and with no other choice for me i accepted i gave them all the info needed for the refund to be done and i then i had to borrow money to my brother out of my pocket for him to go to this emergency trip that he had to make to mexico.

30 days passed and nothing was refunded. I call and they said that the request for the refund was never send to the necessary department and offer to put the request againg which I didn't had much choice but to wait another 25 to 30 days. and againg 30 days passed and no refund was recived. i call againg explain the whole situation and aging they couldn't tell me why but the refund was not completed. I ask to ask to a supervisor and they told me they supervisor was too busy and if i wanted to wait they could try and trasfer me, I agree. I waited on the telephone for a little more than two hours and he never answer i hang up call againg and all they could do is sent and urgent request and asure me that the suppervisor was aware of the situation and that i should expect the refund the next friday. I keep waiting i keep calling always same story and nobody can explain to me what's going on and why they always said they send the refund request and when i call back they don't see any resquest for refund done.

I've also email them the last thing I recived and email responding back to mine saying they recived my request and they are going to sent for processing but to today no refund has been recived. My brother is going thru a very hard situation had to stay in mexico do to some family sircumstances and he hasn't been able to find a job overthere. Kids need supplies for school and every time I tell him that mexicana said that that they would sent him his refund he keeps checking his bank account and keeps getting very upset and frustrated which has make his diatis wrosed. I feel very frustrated as well and i just can do anthing to help him. this has just been a big messed, making mi migranes get worsed, I call mexica every week and everytime is the same story. I just don't know what else to do. I would like to know if there is any legal complaint I can put agaist this company.

Yekaterina of Brooklyn, NY August 16, 2009

I had a credit for 557.24 from cancelled flights to Mexico in May (swine flu) that I had to use within 1 year. My husband and I are planning to go there on November 3 through November 9, 2009. I spoke to a customer service rep(ID # 5230) on August 11, 2009 so he can book our new flights using the credit we have. He could hardly speak any English. I had to repeat myself million times so there would be no misunderstanding from both sides. He told me that the price is 454.81 per ticket. So two tickets would be 909.61. Including my credit 909.61 - 557.24 = 352.38.

I asked him few times what is the amount I have to pay and he told me that it is 352.38. I agreed to pay the difference of 352.38 for both tickets. When he processed the booking (Booking ID YUX3H7) our call got disconnected. I checked my e-mail and I saw that they charged my credit card 704.76 instead of 352.38, it is twice the amount we agreed on. I called back right the way and spoke to Chini (not sure if the spelling is correct), explained him everything and he told me that I was told by the agent that the amount is per ticket and he cannot help me.

I asked for a supervisor and he said that he will not transfer me to them because it is against their policy. When I asked what kind of policy is it and that I definitely have a right to speak to a supervisor he refused. I also asked him if the call monitored he said that it was. So I asked him how come he is treating me like that and he is not afraid of the consequences. He did not reply. The next two days (August 13, 2009 and August 14, 2009) I spoke to customer service million times, nobody could help me, stating that I agreed to pay 352.38 for each ticket.

One time Stephanie then Adolfo tied to transfer me but the phone calls got disconnected. I was outraged. I have never experienced such disrespect and such an awful service in my life. Our financial situation is not that appealing at this point and we cannot lose 352.38 because somebody made a mistake. The worst part is that there is nobody in the company that is helpful and who could at least try to investigate and to have a common sense.

Because according to what they say tickets to Mexico should be around 700(which is ridiculous!!). I asked other customer service rep and they said that it is max 500 per ticket. Next day(August 12, 2009) my husband went to ticketing location in New York (I found it on the web site) and he spoke to account manager Omar Garia. My husband explained Omar what happened and he agreed that the pricing for tickets is too high, on August 12, 2009 the price for each ticket was 454.81 and he said that there was probably a mistake. He also asked us to e-mail him a credit card statement with charged amount and ticket locator with the amount of credit we received earlier.

When we e-mailed him info my husband gave him a call to check if he received it. Omar said that the file is probably on it's way and he as well spoke to revenue dept and they stated that the credit was applied and prices for tickets at the time of purchase were high (like around 631 high). We could not believe what we were hearing. I requested a billing statement from them so I could see how they processed it. Omar again was useless. To my mind there was no need to continue that conversation. We still did not receive that statement. I am very dissappointed and frustrated that we have been treated like that and that we might loose 352.38 because of someone to be unprofessional and insufficient at the services they provide. I also hope that consumer affairs could help me solve this issue and help me get refund for 352.38. I sent the same letter to Mexicana Airlines Customer service and to Aviation Consumer Protection Division. I do not know where else can I refer this issue. Thank you very much and I hope to hear from you soon.

Maria of Waukegan, IL August 12, 2009

I purchased 3 round trip tickets from O'Hare to Guadalajara at Mexicana.com on 7/16/09. On the next day, 7/17 I went on their web site to double check my reservation and it turned out to be canceled. I called Mexicana Reservation department and explained to that employee that I had paid for 3 round trip tickets but they were showing if as canceled. I was told by the employee that it must had been a system problem but that the supervisor was aware of the problem and that he was working on getting me a new reservation number. I was told that I was going to receive an email by Monday 7/21 with my new number.

I waited till that evening and decided to call them back. I explained my situation to Yesenia and she told me that I needed to email my credit card statement showing that the tickets were paid. I asked to speak directly to a supervisor and that was denied. She gave me a customer service email address and since I was suppose to fly out that, Friday, 7/26, I felt that I needed to do more to make sure that problem was fixed. So I called again and spoke to a new person and explained my situation again. After I told him that I was flying out that Friday with my son and nephew, he decided to give me another email address that was supposed to be for the supervisor. I email proof of payment and my reservation print out that stated trip was confirmed and guaranteed to both of those email address. I was told that was all I had to do and it would fix the problem.

I showed up at the airport on Friday 7/24 around 7:30 and was told that I had no tickets. I showed them my credit card statement showing where Mexicana withdraw a total of 1302.54. They did not rectify the problem even upon providing documentation proving payment of tickets. I volunteered to pay for the tickets again while they investigated the problem but they wanted me to pay double on the ticket price. I told them that I bought them at a cheaper price and that is the price they should charge.

I called my credit card. They stated that Mexicana needed to contact their bank to find out where the funds were. After spending 4 1/2 hours at the airport trying to solve this problem I decided to drive to their office in Chicago (downtown). I was turned away and was just given a phone number for customer relations. I called that number and was told that it was going to take up to 10 business days. I told them that I needed to be in Guadalajara by Sunday for my brother's wedding and no one from Mexicana tried to help me.

At that time all the other airlines tickets were so expensive that I couldn't afford to buy them. I ended up taking a bus with the 2 kids. My case was assigned to Antonio G and every time that I call to speak to him he's not available. It's been almost 1 month and I have not receive a refund. I travel extensively to Mexico since I have quite a few relatives residing there. I sincerely hope this unfortunate incident can be resolved in a timely and equitable manner. I do not want this to deter from my many future trips which I had hoped to take using Mexican Airlines.

Ivertte of Newark, CA August 7, 2009

When we got to the airport, they told us that there was an oversale, that they sold our tickets, my husband asked to talk to the supervisor. He was so sarcastic and laughing told my husband that we needed to pay to get a new reservation plus the difference in the airfare which total to 1,272.00 just to come back to Oakland California. My husband told him that he needed his heart medicine because he had heart open heart surgery no so long ago, but he did not care. My husband got very angry and he completely ignored us and left. We spend the night at a hotel that we pay for, we pay for the taxi to the hotel, for food and for the taxi back to the airpotr. All this happened Monday August 3, 2009 about 7:00 p.m.

james of milwaukee , WI July 27, 2009

latter of 6/22/09 listed possible fraudlent activities. then the next five weeks mexicana costumer relations delayed responding plus gave me false telephone numbers. also an 7/27/09 costumer relations refused me to speak to a supervisor. this reinforces the possibilities of fraudlent activities could have accoured. nothing in writing all verbal. so you coud say you never say anything, and nothing coud be proven. all i am asking is to get a response from customer relation and the legal deparment of mexicana airlines in writing.

Julia of Ashland, OR July 19, 2009

Mexicana Airlines has overcharged me by 338.01. From my understanding, it was a clerical error made by an internet agent. During the winter I purchased a round-trip ticket through Mexicana from LA to Guadalajara using Orbitz.com. Only a few hours later, I realized that the time on my return ticket was not going to work for my schedule, and so I contacted Orbitz to make the modification. They advised me that I would only be able to cancel the ticket completely and then purchase a new one. (They assured me that I would receive the credit back from my cancelled ticket within 90 days.)

I immediately followed their instructions (cancelled the first ticket), then rebooked the flights I wanted. This time, to help avoid confusion, I used CheapTickets.com (not knowing that they were the same company). The first leg of this trip (from LA to Guadalajara) was the same flight as was on my original ticket - the second leg of the trip was different.

After waiting patiently for 90 days, I still hadn't received the refund for my cancellation, and so I contacted Orbits.com and discussed the situation with them. They explained that it was on oversight, and we joined a 3-way call with my credit card company (Chase) and the refund was made.

Several weeks later (having done much more traveling) I finally returned home and saw some mail containing a letter from my credit card company (Chase) explaining Mexicana's dispute about the charge. Because several weeks had passed, I had already missed my window of opportunity to supply Chase with paperwork regarding the transactions. They suggested I contact Orbits (which I did), but they were no help at all. I finally called CheapTickets, who also could not help - but they advised me that the Orbits.com agent did not properly cancel the ticket back when I requested it, and that Mexicana chose to dispute the charge because it was a "courtesy cancellation".

Trying several different phone numbers I found for Mexicana, I finally found one that worked. I explained the situation, and the rude agent lead me to another. The second agent directed me to a different phone number - the internet department: 1-800, which never works either. It did work ONE TIME for me, and that agent explained that the only way to resolve a dispute is to email copies of the c.c. charges and airline ticket. I did this 3 times, but Mexicana has not responded. It is plain to see the error: THE FIRST LEG OF THE TRIP, ON BOTH THE USED AND CANCELLED TICKETS, WAS THE SAME. IT IS MEXICANA'S FAULT FOR CHARGING ME FOR THE UNUSED TICKET. I need to resolve this issue and get back the money I have over-paid. 338.01 doesn't sounds like a lot of money, but to me it is!! AND I am continuing to pay interest on this charge. I have travelled on their airlines several times, and always considered it to be a solid company. I do not feel that I have been treated fairly.

Eric of Bronx, NY June 28, 2009

On May 9, 2009 @ approximately 9:30am I received a phone call from an unidentified female. My flight 861 through Mexicana leaving out of JFK @ 8:35am was apparently canceled. I was informed that I was booked on a flight 1671 on American Airlines. Representative did not provide me with any other information to confirm flight. I called American Airlines who informed me that my name appeared on their system but they could not see any other information. I called Neat Support, spoke to representative named Misty who gave me a confirmation for the flight with AA.

Upon going on line to check confirmation the status came up as canceled. I proceeded to call AA again who informed me that the reservation was canceled due to non payment. I then called Neat Support again and spoke to rep. Vicky who told me there was a difference in flight fee and AA was not honoring Mexicana ticket and that was why it had been canceled, upon my request she then switch me over to a supervisor. After a much extended waiting period the supervisor Leila informed me that I would have to pay a difference of 685 or cancel my vacation package losing money as the hotel Le Meridien would not reimburse for 1 day.

I then agree to pay for the difference of 685 for flight as I did not want to lose my vacation and was again left on hold for an extended amount of time only to be told by Leila that they contacted AA and were told that we would not be guarantee a seat on the outgoing flight and we could either try to schedule through another carrier ourselves, but again it was not clear if we would be able to book a flight. Since I was made to believe there might be no way to get a flight I decided to cancel my package. I was given bogus information by all three representatives; throughout this whole process which took approximately three hours I felt as if I was being scammed.

My wife was crying uncontrollably as this was her 50th birthday gift. I decided to try to find some way to salvage my vacation. I called AA and was able to book a flight to Cancun for less than the 685 difference I was to pay through Neat. I proceeded to make reservations and was able to leave the next day on the same flight Neat had informed me they could not guarantee me a seat on. This plane was almost empty. I had been told by Neat that Mexicana flight had been canceled due to the number of cancellations due to swine flu.

At the airport another passenger was speaking to AA flight attendants questioning them about the cancellation of their flight through Mexicana. It was interesting to hear that she had been told by the rep. who called her that her tickets had been canceled as flight was overbooked and whoever bought discount tickets through outside agents were knocked off. I was flabbergasted I had bought my tickets almost seven months prior and was called with less than 24 hours left before the flight with the cancellation.

Upon canceling my package I lost 128.45 which is the hotel penalty for canceling within only 24 hours but it was not like I had a choice. I tried to get this money reimbursed through Neat but was told they could not work out a deal for reimbursement with the hotel. Personally I feel Neat and Mexicana were responsible for this fiasco not the hotel. It is unlikely I will use Orbitz/Neat again due to this experience. I was provided the Customer Relations address only because I specifically asked for it.

Jose of Elk Grove, CA June 11, 2009

Mexicana Airlines lost my backpack on a flight to Guadalajara on January 17, 2009. I was without my backpack for 4 weeks. In order to get reimbursed for my belongings, the airlines is asking me to send my original baggage claim tag (which I have) to Mexico City. I have sent them a copy of the tag, but they won't accept it. I am willing to send the tag to LA Corporate Office or to Sacramento Office but they insist on the original tag. I'm afraid that if I send it to Mex. City, the airlines will say they never received the tag and I won't get reimbursed. I have sent numberous e-mail messages to Mexicana Airlines in Sacramento & Mexico City. A certified letter to the LA Corporate Office was sent on May 13, 2009. To date a response has not been received. Because Mexicana Airlines has not responded and I have spent so many hours trying to resolve this problem, the offer of 400.00 is off the table. I am requesting the original amount of 921.00 for the backpack and all my belongings that were in the backpack. Can you help?

Irene of Palm Desert, CA December 10, 2008

Irene of Palm Desert CA (12/10/08)
On August 3 My sisters and I were denied bording in the Culiacan airport in Mexico. ( I bought the tickes online in the US). We were denied bording because the oversold the tickets and they had no more space. There were no more flights that day or for the next day. We had to purchase other tickets thourgh a different airline at double the price. We had a Family event that day and we had to work the next day. They did not offer any solutions while we were there, they gave us the worst customer service possible, plus the gave us attitude.

We spend the whole day in a dangerous city like Culiacan plus we had no cash because our cards were blocked after the purchase I made with the other airline. After all the troubles we had to go home I called customer service the next day and I was assingned to a representative. It has been hell since that day I had to call a bunch of times in order to get ahold of him.

Finally after so long he sent us an offer letter for 125 for each one of us as compensation and a voucher for the tickets that were not used. I can't even get my money back on that. He said to respond back if I accepted wish I did. That was around Two months ago, today I called because I have not received the money and I found out that he money has not been sent because they need more paper work. Now for the tickets that were not used because of the oversold tickes I have to do more paper work.

Every time I call somebody new answers because Pedro is always busy and I have Explain my story again. It has been more than 4 months and I have not received anything yet. I have sent many emails, many faxes and have made many many phone calls. As a consumer I think I derve better customer service and a least be able to receive my money back.

Because we were denied boarding we missed a really big family event, that could never be replaced. We missed work, which is money that we counted on. We spent extra money that we did not need to spend. We felt like we were not important because their service was horrible. After the fact I have spent many entire lunches on the phone try to reach them. We have used a lot of our own personal time try to fax and email documents. The extra money that we have spent because that have not given us our money back is on credit accumulating interest. It has become really really expensive.

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