Press "Enter" to skip to content

Cancun airport to have onsite federal consumer complaints personnel for holiday travelers

Cancun, Q.R. — The Federal Consumer Prosecutor’s Office (Profeco) says they will have an increased presence inside the Cancun International Airport for Easter travelers.

Israel Malacón from Profeco reported that during the holidays, additional staff will be on hand in terminal 2 of the airport to tend to holiday traveler complaints, while the other terminals will have kiosks with Profeco phone access.

“Terminals 3 and 4 will have information kiosks that are linked by telephone to terminal 2 for cases in which a consumer has a matter against an airline. The Profeco public servant at that time can intervene directly with the airline,” he explained.

He said that around 75 percent of travel issues are resolved at the time of the complaint which usually leads to passengers being assigned to other flights and at times, accommodations.

According to Malacón, one of the biggest issues for travel complaints is the over sale of flights. Other common problems include last-minute schedule changes, check-in issues and website errors, among others.

Malacón says Profeco and airline authorities recently met to formalize an agreement in which their staff will be at the airport to attend to consumer complaints regarding flights.

He explained that since nearly all complaints filed are by travelers outside Quintana Roo, having staff on site will enable a quick resolution between travelers and airlines.

“Through an agreement with Carlos Trueba Coll Por, the General Administrator of the Cancun Airport, it was agreed that for the first time at the Cancun International Airport, our staff will be on site from Monday to Friday, with some Saturdays and some Sundays, serving the consumer population.

“The objective is that an agreement be reached with the airline or supplier in question at the time of the complaint. Of the people who visit us in the module, 99.9 percent are not from Quintana Roo, but are on their way to their state or country of origin, so this way, on site Profeco staff can act efficiently.”

He also mentioned that Procuraduría Federal del Consumidor (Profeco) personnel attend to all types of consumer complaints. He says the two services outside travel that also receive a large number of complaints are auto shop/mechanics and restaurants.