There’s a saying I used to hear a lot when I lived in the Florida Keys: Mañana doesn’t mean “tomorrow” — it just means “not today.”
That’s an attitude apparently embraced by Mexicana Airlines for William Osuna’s ticket refund — a ticket he bought in 2008 and received yesterday. That’s right, yesterday.
His story is yet another example of an airline industry that has taken a little nap, when if comes to customer service.
Here’s what happened to Osuna:
Mexicana Airline promised to refund me $291, and I have never received the voucher in spite of tedious efforts.
I booked a flight with Mexicana from San Francisco to Puerto Vallarta, in October 2008. In February, I became seriously ill, and was not able to travel. My physician sent Mexicana a letter informing them that I was not able to make that trip schedule from San Francisco to Puerto Vallarta due to a serious health condition.
Last December, after additional attempts to secure a refund, Mexicana agreed to issue a “service coupon” in the amount of $291, minus $100 for administrative fees. What followed was a series of email, phone calls, and faxes between both parties, in which Osuna repeatedly asked for his $191 voucher — and Mexicana promising it would take care of it.
Finally, he asked me to get involved. I contacted the airline on his behalf.
Yesterday, I received an update.
I finally heard from Mexicana Airlines after a year and a half of hassle, and they refunded my original ticket price 100 percent based on proven and reconfirmed medical reasons, and no doubt you contacting them.
Thank you for your “push”. It is greatly appreciated.
I’m pleased that this finally was resolved. I’m not sure Osuna was entitled to a full refund under Mexicana’s ticket rules, but after waiting so long for his voucher, it was the least the airline could do to apologize.
(Photo: Horia Varlan/Flickr Creative Commons)