Mexicana's Refund Page
Well, the level of activity on this site related to my posts (Mexicana Bankruptcy Lost in Translation and Mexicana Suspends and Cancels All Flights, Scramble For Refund Begins) tells me that people all over the world are scrambling and unhappy with the way Mexicana is handling its refund process. I’ve been troubleshooting my own case and I will continue to post about my progress and pass along any other tips to help other passengers.
What is clear to me is that Mexicana hastily through up a website intake system to handle refund requests. In theory, they should be getting kudos for that. It went up timely and the form was easy enough to complete. However, it is clear that no one though through the whole process end to end. Because if they would have, they would have included a simple confirmation email to the process to let us know that
- The request was received, and
- What the next steps are for receiving the refund, and
- Who are the points of contact for further information
By not including steps 2 and 3, I conclude that this happened so fast that Mexicana doesn’t know. Or, if they know, to minimize their financial liability to customers, they aren’t telling. My bottom line is that we should all hope for the best but expect the worst. The speed alone with which Mexicana went from being in bankruptcy to ceasing operations tells me that this isn’t going to end well. At a minimum it’s going to get worse before it gets better for all of us.
What To Do Now
Based on my experience and what I’ve seen from others’ experience, here are my recommendations.
- Apply for the refund online if you haven’t already by clicking here. I’m going to assume that the payback process (assuming one exitsts) will be first come-first serve. The first weekend has already passed since operations ceased. What are you waiting for?
- Call your credit card company immediately. I just got off the phone with my bank. For the first time, I felt like there might be hope for me. My ticket, Bogota-San Antonio-Bogota, cost $568USD. And, I’d like it back if I can get it. I was passed to a specialist who put an immediate hold on the transaction and put it into dispute. To complete the dispute in my favor, let me repeat, in MY favor, they asked that I fax the disputess the following information.
- The flight date
- The charge amount
- What I did to work with Mexicana (in other words tell them that I completed the online refund request)
- The date I interacted with Mexicana
Your credit card company may have different requirements, so get on the phone now and find out what they are.
Finally, if you paid in cash or with your debit card, you probably have fewer options. I heard from one reader today that he used his bank card which doesn’t have the same protections that a credit card does. I am truly sorry for him. Of course, none of us would be in this situation if we had purchased flight insurance, something I never do. I may have to rethink that.
Good luck to you all. I will keep you posted. Let me know below what is happening in your situation and what you are being told by the airline and your credit card companies.
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Tags: travel advice
Kathryn Hopping- Well I just used the above information you posted. I received an email back from her in 9 mins. I hope this works out and I do get my money. Ours is over one thousand. Hope for the best.
Thanks for posting the info.
I just received my credit on my credit card! Finally!! Travelocity was no help, I went thru a Mexicana airline employee, she did it! Hope you guys get your credit too.
theresabravo@mexicana..mx
phone:(310) 258-0395
fax: (310) 646-0465
I bought my ticket through a travel agency in Mex. This person doesn’t want to give me the confirmation # of ticket # or anything and she says she is waiting for Mexicana to refund her the thickets and she will let me know when that happens. What can I do? All I have is the proof that I sent her the money and I am in US now. Can anyone give me an advice?
Debbie-
YOUR THE BOMB!!!
Therea Bravo assisted me immedietly and processed my refund…
Thank you for the contact.
Todd
Just went through my credit card’s bank (Chase) will have refund in 3 business days!
I still didnt get my tickets refunded.
Is there anyone with same problem?
I dont know what to do.
Please help me!!!
Nora: who did you work with at Chase? Chase is telling me since the charge was over 60 days. They will not credit the account.
unfortunately I bought my ticket August last year to fly to panama in october, fly cancelled by mexicana I DID HAD INSURANCE BUT NOTHING claim was denied. All that is a bunch of crap. It has been seven months since we are now in May, I call this people EVERY MONTH and nada. It is so not right. What should I do?
I bought my ticket on mexicana website last june. Applied for the refund in September when a friend mentioned they had gone bust – they never contacted me – and have heard nothing since. My credit card company wont pay out cos I have nothing in writing from Mexicana to say I am not getting my money back – but there is no longer a mexicana office in London and the website has no conact info from the UK AT ALL. I just dont know where to turn now!!
I was in touch with Travelocity and they recommended me to contact my bank and ask for a charge-back on which we all should have right, if the service is not received. Dunno if it works, because my account was closed and I’m not in US anymore, but you should try it.
My credit card company could not help me. I lost the money!
Thank you. !!!! Theresa came thru for me too. $1000.00 It took about 8 weeks.
Still no refund for me
I purchased tickets last year through a travel agency and paid the tickets in cash. I submitted the refund request and It’s been over a year and I haven’t heard anything! Does anyone know who I can contact.
Thanks!
Denise recently posted..In Honor of African Penguin Awareness Day
Hi
I wanted to travel last year from Puerto Escondido to Mexico and I lost my reservation for an amount of 243€ = 315$.
No news even after having filled the refund request…
When I wanted to check on the same webpage I saw today with surprise that Mexicana hoppe to work again and ” The company continues developing a policy to further assist customers who purchased tickets with Mexicana and would like to utilize them for future transportation. ” !!!!
So I will keep my references just in case but, for me, the amount is lost!!!
I tried the Theresa Bravo route..not even a FY.drop dead etc..it’s been a year this JAN and I still out $1500..submitted requests for refund so many times I’ve lost count..I still have my records but I don’t hold out much hope I’ll ever see my money again..oh and a bit of advice..don’t buy travel insurance it’s a waste of money it covers nothing not even bankruptcy.
ripped off by mexicana
Any news from Mexicana? Did anyone get any refund in last few months?