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Tsk, Tsk, Mexicana

I’m not big on writing complaint letters to Customer Service reps when I am mistreated or when service is just plain shoddy. I am pretty understanding about the fact that one employee of a company is not an accurate representation of all that the company actually stands for. However, after my experience this past weekend, I decided to not only write to Mexicana and all their listed customer service reps, but I also wish to post this here, on Twitter, and everywhere someone might stumble upon it. I may not be Kevin Smith, but I’ll be damned if I’m not going to warn people against poor service.

To whom it may concern,

My name is Lorenia de la Vega. I recently flew on your flights MX340 (Cancun – Mexico City) and MX317 (Mexico City – Orlando). I fly to and from Cancun/Orlando quite often, and decided, as a Mexican citizen, to try out the company despite the poor things I had heard. I figured if I was going to give my money to a company, I might as well do it to a national one. Big mistake!

I arrived at the airport at 5:00am on February 28th for my 7:00am flight from Cancun to Orlando, connecting in Mexico City. I assumed that the ticket counters would be open at 5:30am since it is stated on the Mexicana website that passengers should arrive 90 minutes in advance for international flights. Incorrect assumption: ticket counters were not open until nearly 6:00am. Once I proceeded to check in, I was detained at the counter for over half an hour: problems with the software did not allow the check-in clerk to check me in to my flight, because I had a passport and a green card number. Surely, I cannot be the only passenger in Mexicana history to have flown with a Mexican passport and a green card! Once I was checked in, I was asked to rush to the gate, as they were already boarding.

Not so!

I arrived at my gate, and my flight was delayed approximately 30 minutes. I was already a bit worried about my connection in Mexico City being only one hour, but figured if Mexicana sells “connecting” flights with one hour between arrival and departure, they know what they are doing and have accounted for small delays.

My flight landed in Mexico City with 20 minutes before my flight was scheduled to take off. On stepping off the flight from Cancun nearly ten minutes later, I was advised as to which gate to go to: gate 32, from gate 12. I inquired about my luggage, and was told not to worry, that it would be in Orlando waiting for me.

Now, here I will insert something I didn’t insert into the letter: an actual map of the Mexico City airport. They expected us to comfortably walk from one end to the other in ten minutes. Please check this out:


Arrival gate, where the first set of stairs are. Departure? The very, very last gate of the airport. I’m not even kidding when I say I have blisters on both heels now!

Now, surely Mexicana personnel are aware of the size and distribution of the Mexico City airport. The passengers needing to make that connecting flight had ten minutes to walk from one side of the airport to the extreme opposite, with their carry-on luggage and, in the case of other passengers that were in the same situation as I was, with small children. We arrived at the gate as they were shutting the doors, flushed and out of breath. When I took my seat on the plane and requested a bottle or glass of water, I was denied one, since we were about to take off! I explained how we had been running, and how I was already dehydrated from the previous three hours of flying, and again, the flight attendant denied me a glass of water.

The service of the flight attendants was appalling. All of the men seated around me were promptly served meals and drinks with smiles, while my meal was tossed at me and I didn’t receive a drink until I rose and requested it.

Upon arriving to Orlando (at 2:25pm), my luggage never appeared on the carousel – not surprising, though, if we barely had time to get ourselves to the plane, I can imagine how it would have been impossible to put the luggage through extra security and then onto a plane that was about to take off. I was very upset, though, that I had been assured it would be in Orlando. I felt as if through my entire trip, responsibility had been passed from one person to another without ever receiving a straight answer from someone.

I reported my missing luggage to a Mexicana representative at the carousel. I was assured that my luggage would be delivered at the address I provided within 24 hours, and that before those 24 hours had passed, someone from Mexicana would contact me to tell me about the location of my luggage and what time to expect it delivered. I was also assured that upon its delivery, if more than 24 hours had passed, I would also receive $100 USD for my troubles, something done routinely to reimburse passengers for any expenses they may incur for delayed delivery of their luggage.

The next morning, March 1st, when it began to near noon, I became worried no one had contacted me. I dialed the numbers provided to me by the Mexicana representative at the carrousel, (407) 825-6002/6003, to no avail. No one ever answered and when the call was sent to voice mail, I was given a notification that the voice mail was full and no further messages could be recorded.

I then dialed 1-800-531-7921 (the 800 number provided me by Information). The party who took my call was belligerent and treated me as if I were mentally retarded for not giving him all of the “numbers” necessary to trace my luggage. The only two numbers on the document provided to me when I filed the report were my Flight Ticket Number and my Claim Check Number, which he deemed insufficient. He proceeded to give me two phone numbers, (407) 825-5047 for the Manager of Customer Support, and (407) 825-5022. The first number no longer exists in the Orlando airport when dialed, and the latter is a number for a Delta liaison, both clearly useless. I would like to make note that it may be in Mexicana’s best interest to update the first number in the information they tell Customer Support to give clients. It’s a bit troublesome that not even Mexicana knows what numbers are no longer useful.

As I was not able to contact anyone, I again called the 800 number and was transferred to the first person that was able to give me any information about my luggage. However, he clarified that the information I had previously received was not correct. You do not give $100 USD checks if the bags aren’t delivered within 24 hours (again, information Mexicana may want to tell their reps not to give) and they are still uncertain when my luggage will actually arrive. All of this after four hours of locating phone numbers, two hours of which were spent on hold.

I finally received the luggage that Mexicana representatives promised I would have within 24 hours “at the very latest” nearly at midnight on March 1st. Not the most pleasant time to receive something when you have to be up at 5:30am, and when the information that accompanied the luggage says that it landed nine hours earlier.

My husband and I both travel multiple times a month and I can guarantee you that after such a poor quality experience and such generally rude and incompetent service, neither of us have the slightest desire to ever fly with Mexicana again.

I am publishing this letter on my personal and professional Websites, Facebook groups, Twitter, and Trip Advisor (and any other pertinent travel Websites) as well as encouraging everyone I know not to use your services.

Thank you for your time,
Lorenia de la Vega

And to anyone who may have had the patience to read the letter the whole way through, I sincerely advise you never to fly with them. I have never had a more exasperating, uncomfortable, and unpleasant experience with an airline, and you all KNOW how much I fly! And it’s not even how long the luggage took to get back to me — as far as lost luggage goes, it took a relatively short time to make it home, it was the constant excuses and lying and the overall crappy service. Ugh.