Donde pongo el ojo pongo la bala.
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In which a big company makes a little woman get enormously annoyed…

After the initial letter of complaint and reply, the Mexicana representative and I exchanged a couple more emails. I explained how my interest was not receiving the reimbursement at all, but the fact that I understood that was not their policy for a couple of different reasons and I was concerned that an employee would commit to something contrary to company policy. The response was a very short and slightly rude email requesting information about the employee (a name, where she dealt with us) in order to “handle” the situation.

Some time later, the representative finally got back to me. This was his response:

Dear Mrs. De la Vega:

Thank you for allowing us the opportunity to process your request. On behalf of Grupo Mexicana, please accept our sincerest apology for any inconveniences you may have endured due to the delay of your baggage.

We would like to inform you that according to Grupo Mexicana policies and procedures for delay baggage, in order to be liable for reimbursement of passenger’s emergency expenses it is necessary to meet the next requirements:

* The baggage delay must be longer than 24 hours.
* The final station in which the passenger files his initial report for the delay baggage must not be in his country of permanent residence.

After de corresponding evaluation of your documents, it has been confirmed that your permanent residence is in the country in which this report was filed; therefore, Grupo Mexicana must respectfully decline your request for compensation and/or reimbursement.

On the other hand, in regards to your complain expressing again your concerns about your recent travel experience, please be advised that after a thorough assessment of our internal records and statements, it has been determined that MEXICANA personnel acted upon Mexicana established policies and procedures.

Additionally, our findings also confirm that Mexicana flight attendants onboard provided you assistance at all time and we ensure you that the incident you comment to us is not characteristic of the high standard of service we strive to provide. All the remarks you have kindly sent to us, have also been forwarded to corresponding flight attendants Operational Chief Management in order for them to be reviewed and actions can be taken to prevent this kind of incidents.

This concludes my evaluation as an analyst and closes your case. I thank you for the opportunity to work on your behalf.

Grupo Mexicana holds its valued clients in the highest regard and we trust our efforts have ensured your satisfaction. We hope to maintain your trust and we are eager to welcome you onboard in the near future.

Cordially,
Sergio Gomar
Customer Relations Analyst
U.S.A. & Canada

Wow. Basically, no, you’re wrong, shut up, the end. “This concludes” it, not “if you have anything further to say”… And YOU KNOW ME! If you’re nasty, I’m not going to let you get away with it…

Dear Mr. Gomar,

Your email is completely appalling. Whatever happened to “the customer is always right”? Clearly, Mexicana Airlines doesn’t respect the age old adage, which is probably why, on conducting a Google search of just the name of the airline, the result is hundreds of articles regarding your poor service and poor customer service.

First of all, I never REQUESTED the $100 reimbursement. I simply informed you that this is what had been promised, contrary to your terms of service which I had already checked, and advised you to educate your employees as to not making promises they are unable to fulfill simply to soothe the ruffled feathers of upset customers.

Secondly, “our findings also confirm that Mexicana flight attendants onboard provided you assistance at all time”. How interesting! Did you have a hidden camera on board? Did you contact the passengers seated around me? Because they were just as appalled, with one gentleman even interceding on my behalf.

For future reference, when apologizing to a client (or anyone in general) you do not say, “I’m sorry, BUT…” The moment you include an excuse, it ceases to be an apology. And as for the “high standards” you claim characterize your company, well, this entire experience is proof that THAT is a bold-faced lie.

You most certainly have not maintained my trust, nor have you even managed a modicum of contrition. I will be sure to take this matter to other sources, as you are completely incapable of even apologizing for poor service and promising better in the future. How difficult would THAT have been?

Have a superb day!
Lorenia de la Vega

I was holding off on posting it ALL over travel sites before (only a couple) but now I’m just going to have at it. Annoyed!

March 19, 2010   7 Comments