Authorities Urge Passengers to Report Overcharging on Tulum-Playa del Carmen Route

Tulum, Quintana Roo — Following a wave of complaints about overcharging on the Tulum-Playa del Carmen van route, the Quintana Roo Mobility Institute and local transport unions are urging passengers to file formal reports so authorities can take action.

Moisés Paul Quijano, general secretary of Untrac Section II in Tulum, called on users to submit official complaints to penalize drivers who charge above the regulated fare.

According to the union leader, several passengers have reported that some operators demand extra fees, particularly when travelers carry luggage.

“There are cases where the passenger pays for their ticket, but when boarding, if they have a suitcase, the driver tries to charge double,” Quijano said.

He emphasized that all operators are required to display the official fare authorized by the authorities. “Passengers have the right to ask to see the price list. If they notice a higher charge, they should report it,” he added.

To file a complaint, Quijano recommended that passengers approach site delegates upon reaching their destination, either in Playa del Carmen or another stop along the route. They should provide specific details such as the vehicle’s unit number, the line, the driver’s name, and the date and time of the incident.

The transport leader also urged passengers to correctly identify the vehicle, as different groups operate vans with similar features, such as orange stripes, which can cause confusion.

“It is essential to check the route and the vehicle’s markings to avoid blaming the wrong operator,” he said.

Regarding penalties, Quijano explained that drivers found in violation could face temporary suspensions or even permanent removal.

“A first offense may result in a three-day suspension. Repeat offenses increase to six, nine, or even 15 days. In serious cases, the operator can be suspended for a month or permanently removed,” he detailed.

He concluded by reaffirming the union’s commitment to regulating the service and addressing citizen complaints. “We cannot allow this type of behavior to harm passengers or the industry. Anyone who commits an offense will face the appropriate corrective measures,” he said.