Narayan AmmachchiThe Cancun International Airport has logged over 1,300 complaints in the past four months. Over 70% of these grievances pertain to airlines overbooking their flights, notably Mexican operators VivaAerobus and Volaris.
Cancun’s airport manages more than 500 flights daily. Its customer complaint division, reinstated in December of last year, aims to address issues encountered by tourists concerning airport operations and airline services.
In spite of the airport’s large traffic numbers, its customer contact center handles an average of 30 to 35 traveler complaints every day.
Reports say that the primary objective of the customer care office is to facilitate real-time feedback from vacationers regarding airport and airline customer service.
Car rental agencies at the airport have also faced allegations of non-compliance and mistreatment of tourists heading to coastal regions.
Traveler feedback has led to certain operational improvements at the airport, like the deployment of new kiosks, which have significantly reduced check-in times to five minutes or less.
Some of Mexico’s bussiest airports are administered by the country’s federal authorities. The Cancun International Airport, however, is owned by a private company which trades stocks in both the New York Stock Exchange and Mexico’s stock market (BMV).
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