Cancun Airport Passengers Allege Airline Refused Boarding Despite Reservations

Cancún, Quintana Roo — Two passengers who purchased round-trip tickets between Mexico City and Cancún have filed complaints with Profeco, the federal consumer protection agency, after an airline refused to let them board their return flight despite having a reservation.

Everardo Guzmán and Yandri Salaché arrived in Cancún on Aug. 18 and tried to return home on Aug. 27. They said Viva Aerobus told them they had only selected, confirmed, and paid for a seat. Airline staff declined to resolve the situation, and the couple missed their flight.

The two went to the Profeco service desk in Terminal 2 of Cancún International Airport after airline representatives refused to help, according to the agency. They asked for guidance on what actions they could take as consumers.

Under Mexico’s Civil Aviation Law, passengers are entitled to compensation when airlines breach contracted conditions, delay, or cancel flights, authorities said.

Abel Madera, a Profeco representative, said the office has handled an average of 18 airline-related complaints over the past two weeks, but only one in three cases ends in a favorable outcome for travelers.

“In the last two weeks, an average of 18 cases involving problems with airlines have been handled, and only one in three yields a favorable outcome for travelers,” he said.

Adamaris Muñoz, who represents the airline at the airport’s service desk, said the company usually seeks conciliation and support for passengers. She advised travelers to confirm their seats before the scheduled flight date in oversold situations.

The Profeco module receives five to 10 complaints a day regarding delays and alleged mistreatment by airlines. It operates year-round and also helps redirect passengers to other terminals or agencies when needed.

Cancún International Airport handles about 350 arrivals and departures daily, according to officials. If no immediate conciliation is reached, passengers may file a formal complaint with Profeco in their home state or city, where the case will be followed up.