Profeco Warns: What Airlines and Hotels Must Pay You If They Change Your 2026 World Cup Booking

Mexico City — With the 2026 FIFA World Cup just days away, Mexico’s Federal Consumer Protection Agency (Profeco) is reminding travelers of their rights when booking flights and accommodations, warning that airlines and hotels cannot unilaterally change terms without compensation.

“Information about fares, cancellation policies, and compensation is not a concession but a right of all consumers,” Profeco said in its latest Consumer Magazine.

The agency illustrated common problems through the case of Antonia, who booked a round-trip flight from Mérida to Mexico City plus three nights at a four-star hotel through an online travel agency for 14,800 pesos (about $740). Her flight was delayed more than five hours due to the airline, and the agency moved her to a lower-category hotel without adjusting the price. Under the law, she received meals, a 25% compensation on the ticket, and a refund of the hotel price difference plus a 20% bonus.

Flight Delays and Cancellations

Under Mexico’s Federal Consumer Protection Law and Civil Aviation Law, airlines must display final prices including all taxes and fees. Passengers have the right to a full refund within 24 hours of purchase.

Compensation for delays depends on waiting time:

• 1 to 4 hours: Meals, beverages, phone calls or internet access, plus discounts on future flights (minimum 7.5% of ticket price if delay exceeds 2 hours).
• Over 4 hours or cancellation: Choice of full refund plus minimum 25% compensation, alternative transport on the next available flight plus meals and lodging, or a later flight plus minimum 25% compensation.

Baggage Rights

Passengers are entitled to check 15 to 25 kg of luggage free of charge (depending on the airline) and up to two carry-on items totaling no more than 10 kg. In case of loss or damage, maximum compensation is 9,384 pesos (80 UMA) for carry-on and 17,596 pesos (150 UMA) for checked baggage.

Hotel and Booking Platform Protections

Hotels cannot change a reservation to a lower category or move guests without consent. Online platforms must clearly display their identity, physical address in Mexico, and contact information. If a provider fails to honor the contract, consumers can demand the original service, cancel the contract, obtain a refund, and claim compensation under Article 92 of the consumer protection law.

Travelers who experience abuses during the World Cup period are urged to file complaints immediately through Profeco offices or its online platform Concilianet.