Flights MX0903 and MX0578 were cancelled with no alternatives for customers on Thurs. October 25th. At LAX we requested a refund so that we could fly with someone else, the ticket counter personnel lied and said the flight was only indefinitely delayed so they did not have to get us a refund. They gave us and our 3 yr. old son a voucher to go to Alaska airlines and AeroMexico to get to Puerto Vallerta but they did not confirm seats for us on either airline.
After being awake from 3:00 a.m. for our cancelled 7:00 a.m. flight, we arrived in Mexico City, went to AeroMexico to check in and learned that we were not confirmed on their flight and were stranded, at 9:00 p.m. with our 3 year old son. We had to spend the night in Mexico City and lost a full day off of our seven day vacation. Returning home with our toddler, the Mexicana outbound flight number MX0593 was 45 minutes late so there was no way to make our connection in Mexico City. We ran through the airport with our toddler, was shuttled into a van, taken to multiple airplanes on the tarmack and finally, after sitting in the hot van on the tarmack for 15 minutes, entered a flight to Los Angeles from the back of the airplane.
While waiting in the van, the Mexicana employees laughed and joked with each other even rolling up another employees fingers in the passenger window cutting off what little breeze we had. The employees indicated that they had not idea regarding what was going on and had no information to comfort us or our toddler that we were getting home.
We take two vacations per year and have never been lied to as much as the Mexicana staff lied to us rather than coming clean that the airline is not run well. We had preconceived notions that going with an airline we had never heard of and the Mexicana employees confirmed every skeptical concerned we had and as a result, we and our toddler spent two stressful days of travel and lost the first day of our vacation as a result of an outright lie but the ticket agents and their supervisor that the flight was not cancelled.
Finally, both Alaska airlines and AeroMexico said that the Mexicana ticket counter was supposed to confirm our seats before sending us to each of them as an alternative to their indefinitely delayed flight and such a practice is absolutely customary to make sure there are seats available. We thought it was worth a report to us and all of the agencies that govern the airline industry because we treasure our vacations and you made it very unpleasant during our travels and robbed us of the first day of it.
Long Beach, California