My experiences over the many years (even DC-4, DC-6 and Comet IV-C MEX-LAX) is that Mexicana is OK on the hard product, but the soft product is extremely variable. Some good employees, friendly, attentive an wanting to please, but some others firmly holding down the opposite end.
When it comes time to anything that seems slightly nonstandard, ,any, if not most, line employees will demonstrate a fervent avoidance of making any decision and a preference for having "the next person" make a decision one might be held responsible for later. The level of personal empowerment is quite low.
Add a culture with a low tolerance for directness (e.g. tell people what they want to hear, if you don't know the answer or if the answer is not likely to please,) and you have some real opportunities for upset and service misses. (No, this is not racist cant, I am merely describing a facet frequently found in my natal culture.)
(Side note: the MX DeHavilland Comet IV-C XA-NAS in "Azteca de Oro" garb (29 pax in F, 52 in Y,) began service July 4, 1960, and was the first MEX-LAX jet service. Comet IV-C c/n 6424, ex-MX XA-NAR, which entered service later in 1962, is under an exacting reconstruction and rebuild in Seattle's Museum of Flight's Flight Restoration Center annex on the east side of Paine Field, and it will eventually join the many aircraft on display at the Seattle Museum of Flight at Boeing Field, south Seattle. It was nice to board an old friend again...
Those of you who want to see what the cockpit looked like - a far cry from today's aircraft! - look toward the bottom of
this page at "Cockpit photograph of Comet IV-C operated by Mexicana XA-NAC showing E124 indicator unit in situ" - the page documents the early UK EKCO / E. K. Cole E-120 radar systems for civil aviation.)
Originally Posted by
ACYYZ/SD
Tried to recently upgrade from Y/C (full fare) to J/C on a recent MX flight between MEX & CUN. Initial contact was with Frecuenta desk two days before departure. Have never received so much incompetent and inaccurate information on any other carrier in the past. Was told to check with ticket desk at MEX, followed by Customer Service counter by Gate 18, followed by work agent at gate. In the end, no success with upgrade, and they wound up upgrading 3 Y/C customers on an oversold flight. Should have been a very simple transaction, and definitely not worth the effort.