I had the unfortunate experience of dealing with the customer service reps for Mexicana Airline in March of 2006. I would like to preface this post by saying that I travel quite often for pleasure. I’ve flown on many international carriers and I have NEVER dealt with such poor customer service.
I was originally scheduled to depart to Mexico in November of 2005 when hurricane Wilma hit. I was given information that I had until 1 month after my original departure date to get a refund of the tickets. The customer service representative specifically told me it did not matter how the tickets were paid for as long as I personally brought them to the sales office, they could not refund over the phone. OK, no problem. I drive the hour to the sales office just to be told the names on the ticket do not match the credit card info, and they cannot refund the tickets. I am pretty upset at this point. I explain what the customer service rep told me. The woman in sales apologized and sent me on my way, without my refund. Two hours in the car for nothing.
Keep in mind this is over one thousand dollars in airfare that they will not refund. I call back customer service they tell me I have until Dec. 1, not Dec 15th (like they originally told me) to refund the tickets. I explain how I tried, they now tell me the same thing as the sales department. I explained that I had spoken to a different rep. who did not give me this information. They apologize and tell me that the credit card holder (my parents) must go to the sales office to get the refund. I inform my parents who live 6 hours away from the nearest Mexicana sales office in NYC. My mother calls customer service they tell her that I should be able to refund over the phone. I try this, again I’m told no. At this point I’ve spoken to 5 different people all giving me a different story. I speak to a supervisor who gives me more false information!!! When I called him back to tell him he gave me incorrect information he told me I was not being honest!!!! WHAT?! I was sick of dealing with this company.
FINALLY, I was able to get in touch with someone at the sales office who knew exactly what she was doing and was able to take care of everything. She refunded my flight, over the phone and eventually rebooked my flight. This woman was one of 7 I dealt with who actually gave me accurate information. The other six people, including the supervisor, all gave me six different (and incorrect) answers. I’m glad to say my flight was fine, though delayed on the way back due to chaos at the check-in counter in Mexico. I will NEVER, EVER, fly on this airline again.