Mexicana

Offices
Comments and/or Suggestions
Frequently Asked Questions


Thesa are some of the most frequently asked questions from our passengers:

Can I send congratulations or a suggestion to the company?
Can I travel on the airline or make a claim with another person's ticket?
Do I have any rights if I left an object or piece of undocumented baggage at the ticket counter, final waiting area or on the plane?
How long does the airline continue to look for my lost baggage?
How many days do I have to present my formal claim?
Is lost baggage common at Mexicana?
What are my rights with regards to overbooking?
What do the codes "NON END", "NON REF" and 'transferable' mean on airline tickets or on the OSM and MCO.
What documents do I need for Mexicana to start processing my claim?
What does Mexicana do to avoid complaints?
What is an OSM or an MCO?
Why do airlines overbook flights?
Will I receive some kind of compensation if my baggage is delayed?


Can I send congratulations or a suggestion to the company?
Yes, it is extremely valuable for us to receive feedback from our customers.

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Can I travel on the airline or make a claim with another person's ticket?
No.
Traveling or making a claim with tickets in another person's name is fraudulent and illegal.

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Do I have any rights if I left an object or piece of undocumented baggage at the ticket counter, final waiting area or on the plane?
No.
The handling and safekeeping of undocumented objects and baggage that passengers carry with them are the owner's responsibility. However, we do recommend that you check with the baggage office at the destination airport to see if the object was turned in to the airline.

In the case that the lost, undocumented object or baggage had been the airline's responsibility and in its custody, then the company must reimburse the passenger a maximum of 40 minimum wages if it was a domestic flight (within Mexico) or a maximum of $400 USD if it was an international flight.

The minimum wage in effect for the year 2001 is $40.35 Mexican Pesos.

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How long does the airline continue to look for my lost baggage?
Five days in the destination airport baggage office with the initial delay report and 100 days in Central Baggage Tracing once the formal claim has been received.
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How many days do I have to present my formal claim?
For lost baggage: 21 calendar days and for damaged baggage, its contents or missing items: 7 calendar days.

Service reports: 30 calendar days.

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Is lost baggage common at Mexicana?
No.
Our company has one of the highest worldwide efficiency indexes in the airline industry. Normally, cases of delayed baggage are resolved within the first 24 hours and 99.98% of baggage is eventually delivered to the passenger. That means that only 1 in every 5,002 Mexicana passengers or 1 person in every 33 flights operated by our Company has experienced this inconvenience.

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What are my rights with regards to overbooking?
Flights within Mexico and international flights that do not originate in the United States: transport on the next flight with available seats. During the waiting period for this departure, you have a right to: paid food, phone call or wire cable to your destination, hotel in the case that you must spend the night and transfers to the hotel and back to the airport the following day. If the passenger opts for a refund of his/her unused flight coupon or to travel at a later date, they may do so and will receive an additional compensation of 25% of the ticket's value.
Flights that originate in U.S. cities: Passengers will receive a payment of up to a maximum of $400 USD if the airline cannot arrange alternate transportation that reaches the passenger's destination within 4 hours of the original itinerary. If the value of the flight coupon for which boarding was denied is valued at less than $400 USD, the total value of the ticket will be refunded.

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What do the codes "NON END", "NON REF" and 'transferable' mean on airline tickets or on the OSM and MCO.
By its English initials, "NON END" (Non-Endorsable) means that that ticket or document cannot be used with any company other than the one that issued the ticket.
By its English initials, "NON REF" (Non-refundable) means that that ticket or document cannot be refunded in cash and must be used for company services only.
Transferable: Applies only on OSM and MCO and means that tickets or company services can be purchased in another person's name.

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What documents do I need for Mexicana to start processing my claim?
Lost baggage: initial report made at the airport, original baggage code from the lost item, airline ticket (passenger coupon) and proof of payment of free baggage allowance, if applicable.
Damaged baggage: initial report made at the airport and airline ticket (passenger coupon).
Items missing from the content: initial report made at the airport and airline ticket (passenger coupon).
Damage to contents: initial report made at the airport and airline ticket (passenger coupon).
Service complaint: letter, e-mail, fax or some other form of written or over-the-phone complaint, airline ticket (if applicable) and any other pertinent documents such as receipts, bills, notes, reports or declarations, etc.

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What does Mexicana do to avoid complaints?
Each complaint is meticulously analyzed and investigated by a group of people who specialize in customer service. The people responsible in each area take the corresponding corrective and disciplinary measures in order to avoid repeating the irregularity or the consistent failure of the service in question. Reports, congratulations and suggestions from our passengers are the best way to make the necessary adjustments and correct our mistakes, as well as to maintain the effective processes that give added value to our organization.

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What is an OSM or an MCO?
By its Spanish initials OSM (Orden de Servicios Miscel?neos) or its English initials MCO (Miscellaneous Charges Order), these are documents that can be used to pay for airline tickets, excess baggage and other services provided by airlines.

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Why do airlines overbook flights?
In all countries and in all airlines, it is a policy to overbook flights due to the large number of customers who do not cancel their reservations and who do not show up to board their flights on the specified day, hour and date. This forces the airline to deny seating reservations for the entire period prior to the flight's departure, causing flights to take off with empty seats.

Mexicana has a highly advanced forecasting system that tracks consumers' seasonal and practical behavior. This allows us to have one of the lowest indexes in the world with regards to inconveniences experienced by passengers who could not be boarded at the last minute.

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Will I receive some kind of compensation if my baggage is delayed?
The following amounts, according to flight class and type of flight, will be reimbursed for emergency expenses:

Flights within Mexico: up to $50 USD or its equivalent in local currency.
International flights: up to $100 USD or its equivalent in local currency.
Requirements for compensation eligibility:
You must not reside in the destination city where the delay of baggage delivery occurred.
You must provide receipts from the emergency purchase of clothing and personal hygiene items up to the amount previously mentioned.
Copy of the airline ticket.
Copy of the initial delay of baggage delivery report.
A 24-hour period (minimum) of being without your baggage. If you fly Executive Class, payment will be made as soon as the previous requirements have been met.

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