PROFECO Recovers MX$260,000 in Airline Complaints This Summer

Since the summer vacation period began on July 11, Mexico’s Federal Consumer Protection Agency (PROFECO) has issued 1,849 advisories to travelers and recovered over MX$260,000 (US$14,000) for airline-related complaints.

In coordination with the Ministry of Tourism, PROFECO launched a special operation with service modules at major airports, bus terminals, and tourist hubs, supported by mobile teams and strengthened call center services.

Most complaints involved airline services (412 cases), bus transport (357), and general consumer rights (277). Common issues included delays, cancellations, overbooking, denied boarding, missed flights, and improper fees—especially for carry-on luggage.

At Mexico City International Airport (AICM) and Felipe Ángeles International Airport (AIFA), 93 and 81 advisories were recorded, mainly due to denied boarding, missed flights, and lack of information.

PROFECO conducted 42 direct conciliations with airlines, recovering MX$260,909—above the original MX$234,109 claimed. The top issues included flight cancellations (10), missed flights (9), overbookings (4), and itinerary changes (2). The most frequently cited airlines were Viva, Volaris, and Iberia.

The operation includes 350 Profeco agents deployed at key airports such as Cancun, Guadalajara, Monterrey, Tijuana, Toluca, Tulum, and Guanajuato. Temporary modules are also active in Merida, Queretaro, Villahermosa, Puerto Vallarta, and Los Cabos. Services extend to major bus stations and 38 Consumer Defense Offices across the country. PROFECO will continue operations through Aug. 31.