In a recent initiative to enhance the experience of travelers arriving at Cancun International Airport, 90 customs agents underwent a comprehensive three-day training program in late January. This effort follows the Mexican Association of Inbound Tourism Travel Agencies’ (Amatur) previous training sessions for airport immigration officers.
Sergio González Rubiera, President of Amatur, emphasized the importance of this training, noting that customs agents are often the first point of contact for tourists. He stated, “It seems that someone with a new vision arrived.” The training focused on “Quality in Tourist Service,” covering topics such as emotional management, customer service, and quality systematization to ensure a more satisfactory experience for travelers.
González Rubiera highlighted the significance of continuous training due to the frequent rotation of airport personnel. He also mentioned that last year, 30 officers from the National Migration Institute (INM) received similar training, aiming to improve the quality of service and the treatment tourists receive upon arrival.
This initiative reflects a broader commitment to enhancing the overall experience for visitors at Cancun International Airport.
Cancun Airport Immigration Services Sparked Many Concerns In The Past
Cancun International Airport faced widespread complaints from tourists about mistreatment and inefficiencies. According to local reports, the airport received over 20 complaints daily, with travelers citing excessive wait times at immigration (sometimes exceeding two hours), understaffed processing areas, missed connections, poor internet quality, and even alleged extortion by immigration officers.
Online reviews painted a grim picture, with numerous travelers describing the airport as “chaotic,” “poorly managed,” and “the worst travel experience.” TripAdvisor reviews revealed complaints about long queues, disorganized procedures, and a lack of basic amenities such as seating in waiting areas.