Hello everyone. I just wanted to post the horrible things Mexicana Airlines did to me this past weekend when I wanted to fly back home with my service dog. I know other people have had bad experiences in the past, so I just wanted to warn everyone about what to expect.
Well, back in April I flew with my dog and a letter from my doctor stating that she was a service dog and that she needed to be with me on the plane in the cabin. Mexicana's policy is to not allow pets in the cabin in flights greater than 3 hours. So that is why I got that letter from my doctor. Well, while I was checking in, I presented my paperwork at the counter and the man working at the counter actually asked my what my health condition was. I told him that it was private and my letter stated everything they needed to know. He said it was okay and then talked to his managers about what to do. They were really nice, that time. They even changed my seat so that I could have more leg room so my dog could sit at my feet. Overall, the flight crew was very nice to my dog and me. One of the flight attendants even asked her if she wanted coffee.
The return trip did not go well. They kept asking me for my letter from my doctor, which isn't that big a deal, but they then said that my dog had to wear a muzzle and be in her carrier. I explained to them what their website said and what the main office in Mexico D.F. had told me when I asked him what the requirements were. The requirements are that the dog must sit at the owner's feet, wear a muzzle and a harness. They said that it was dangerous for my 4lb dog, wearing a muzzle to be outside of her carrier. So I had no choice but to put her in her carrier for the whole trip.
Now, I traveled again with them 3 weeks after this last trip and their policies changed overnight, without any prior warning on their website. When I got to the airport, they asked me if I had already paid the fee for having a pet on the plane. When I told the lady there that she was a service dog they said they charged all animals, whether they were service animals or not. I explained to her that I had checked their website and it didn't say anything like that. She said it was a new policy and that it had not been changed on their website. After I told her that, she left. That was really weird for me.
When I got to the counter, it took them a good 30 minutes to talk to management, etc. about my dog. When I was about to board the plane, they told me that they didn't allow any kind of animals in the cabin, per their policy and that this time the pilot was allowing me to take her on because of my doctor's note. But that she had to stay on my lap the entire trip and I had to be moved to the very last row of the plane. I didn't argue with them because they were allowing me to take her with me in the cabin. But their policy clearly states that service animals are allowed in the cabin.
On the return flight, that was the most humiliating, discriminating thing I have ever been subjected to. When I got there, I presented my doctor's note as well as my dog's records. The ticket counter lady said that dogs weren't allowed on the plane. Again, I explained to her that I had already flown with her and that she was a service dog and that their website stated that it was okay for a service dog to be in cabin. They went to the management again and then a lady came out and asked me what my health condition was. I told her that it was on the letter and that it was private. She kept insisting that she needed to know or I wouldn't be able to fly if they didn't know what was my condition. They said it was for the safety of the passengers on board. I had to tell them, despite how embarrassing it was for me to say it in a full airport. They then asked me what medication I was taking and that they needed to see it. Again, something that I was sure was illegal. I told them that I was not currently on medication, but my doctor was treating me and the dog was part of the treatment. The manager then I needed a note from my doctor saying I was okay to fly. I had never heard of this. This was my 3rd time flying with my service dog and they had never asked me for a letter and their main office did not tell me I needed one. They said I just needed one for my dog from my doctor. So the manager said kept asking me how I felt because he didn't want to hear about the plane needing to make an emergency landing somewhere because I was having a problem. I told him that I was okay to fly and that this was my return trip and that no one had ever said I needed a letter. Finally, they agreed to let me on the plane with my dog.
I'm sorry for ranting like this, but I needed to let other people know what this airline does. They change their policies from airport to airport and from week to week. Even showing them some forms I had printed from their website, stating their policy, they still went back on some of the policies printed there. I suggest if you need to fly to Mexico, chose another airline. This was so humiliating for me and I never want to fly with them again. Thanks for listening to this.