About Mexicana Airlines

On August 8, 2010, Mexicana Airlines announced that its financial situation had deteriorated substantially due to a series of events that strangled the cash flow that the airline needed to finance its day-to-day operations. One such event was IATA’s (Air Transport Association) decision to suspend the carrier’s BSP sales channel, forcing it to suspend the sale and issuing of tickets indefinitely. This, of course, had serious repercussions for MexicanaClick and MexicanaLink sales. Other sources of revenue had either dried up or were being retained by financial institutions following the company’s decision to file bankruptcy proceedings.

Due to these circumstances, Mexicana Airlines was forced to cancel certain flights to optimize available resources and ensure that priority was given to homebound passengers.

On August 27^st Grupo Mexicana announced that as a result of the group’s delicate financial situation when it changed owners the previous week, compounded by failure to reach agreements that would allow for the capitalization of its three airlines, Mexicana Airlines, MexicanaClick and MexicanaLink flights would suspend all operations until further notice as of midday (12:00 p.m.) on Saturday, August 28, 2010.

If you have bookings or/and have paid for a Grupo Mexicana flight and have a reservation code, we would like to inform you that:

• All Mexicana, MexicanaLink and MexicanaClick flights are suspended until further notice as of midday on Saturday, August 28, 2010. All flights programmed to depart after this hour are canceled.
• Grupo Mexicana will continue to assist passengers to the full extent of its abilities. Passengers who have already flown a leg of their journey and who are scheduled to fly with a Grupo Mexicana airline after Saturday, August 28, 2010 are advised to consult the websites or contact them at the numbers listed below. Priority will be given to minors traveling unaccompanied, passengers traveling with children under age 3 and special needs passengers.
• If you have not yet begun your journey, we recommend you make alternative travel arrangements.
• For more information contact Grupo Mexicana at any of the numbers listed below:

5448-8634
5998-5998
in Mexico City

01800-837-6150
01800-801-2010
from anywhere in Mexico

1-888-882-9994
1-877-801-2010
from the U.S. or Canada

In other countries please contact the local Mexicana office.

To avoid saturating their call centers, these telephone lines are reserved exclusively for passengers booked on Grupo Mexicana flights. Please have your reservation code handy when calling.

Procedure for Refund Request

As of August 19, 2010 and until further notice, passengers will be entitled to ticket refunds in the case of flight cancellations or any other reason attributable to Mexicana Airlines, pursuant to the provisions of the restructuring process the company has embarked on. Refunds will be made in accordance with the original form of payment and exceptions will be made only when provided by official regulations.

To request a refund please follow the instructions below as pertains to your case (place of purchase and form of payment).

Procedure for Refund Request in the United States or Canada

Tickets paid with Visa, MasterCard, American Express and Discover credit cards:

All refund applications for tickets issued in the United States and/or Canada by travel agencies, Mexicana ticket offices or booking center or online via mexicana.com should be sent using the form on the following site: http://mexicanainforma.com/refund-procedure-us-canada/. Refunds will be credited directly to the passenger’s credit card, in accordance with the terms and conditions of Mexicana Airlines’ refund policy.

Tickets paid with cash:

All refund applications for tickets issued in the United States and/or Canada by travel agencies and Mexicana ticket offices and paid for in cash should be sent using the form on the following site: http://mexicanainforma.com/refund-procedure-us-canada/. Refunds will be made via a check made out in the passenger’s name, in accordance with the terms and conditions of Mexicana Airlines’ refund policy.

Procedure for Refund Request in Mexico and the Rest of the World

Tickets paid with Visa, MasterCard, or American Express credit cards or with cash at Mexicana ticket offices, booking center or online via mexicana.com:

All refund applications for tickets issued by Mexicana ticket offices, booking center or online via mexicana.com should be sent to your nearest Mexicana Airlines ticket office, where they will be processed according to the original form of payment. In the event you do not have a ticket office near you, applications may be sent using the form on the following site: http://mexicanainforma.com/refund-procedure-mexico-world/.

Tickets purchased via travel agencies:

In the case of tickets issued by travel agencies, please contact the issuing agency, which is responsible for filing the refund application.

Additional Measures

We suggest that you also present a complaint in the local Delegation of PROFECO (Federal Attorney’s Office of Consumer). They are accepting all customers that are having problems with Grupo Mexicana.

They request that you please bring with you two copies of your personal identification and two copies of your ticket.

PROFECO’S offices in Merida are in:

C. 49 No. 479-A x 54 y 56 colonia Centro.
Ph: 928.59.66 / 923.63.20 / 924.24.66
Monday through Friday from 9 AM to 3:30 PM

If you need any help with this, call the YES offices and they will be happy to assist you.