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Officials Launch New Program To Improve Customer Service At Cancun Airport

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Cancun officials will launch a new training program for immigration officials at Cancun International Airport as the city soars in popularity. 

inside view of cancun international airport

The new initiative aims to improve customer service levels at the airport following dozens of reports of rude immigration personnel, giving travelers a lackluster first impression of the sun-soaked destination. 

In 2023, Cancun International Airport welcomed over 32 million travelers, the vast majority of whom are international visitors. 

Travelers Outside of Cozumel Airport

This year, the city is expecting to welcome even more travelers thanks to the launching of the Maya Train.

With that in mind, here’s how Cancun officials will address falling customer service levels at the city’s international airport.

New Program To Improve Arrival Experience For Millions Of Travelers

Foreign trips nearly always begin upon arriving at an international airport, where stoic immigration officials check travelers’ passports and other travel documents.

In Cancun, immigration authorities have long been a hot topic among travelers due to reports of poor treatment and even outright rude behavior. 

a traveler checkin in at cancun airport

In addition to long lines – sometimes lasting over 2 hours during peak travel times – travelers have had to put up with unnecessary questioning, leaving a bitter taste for many arriving visitors. 

This week, Cancun officials announced a new training program to bolster customer service levels at the airport’s immigration unit. 

Initially offered to 30 officers, the program will later be expanded to cover over 60 personnel, offering participants practical insight on customer service and intercultural sensitivity.

Tulum International Airport Felipe Carrillo Puerto

Unlike other technical trainings, which are typically offered by higher-ranking officials from the country’s aviation authority, the course will be led by experts from Cancun’s hotel association. 

The content of the training is strongly linked to dealing with high-stake situations, which often involve emotional responses from travelers. 

As authorities implement the program, travelers can expect more structured and seamless interactions with airport officials. Even so, visitors should read up on which documents to carry with them when arriving at the airport, as immigration officials might question travelers on their vacation plans. 

Police and Narcotics Dog Patrolling Playa del Carmen

Cancun Airport Makes Strides In Improving Guest Experience 

Arriving at Cancun International Airport can be a stressful experience, with long lines & inefficient customer service. Despite the occasional struggle with handling millions of monthly travelers, Cancun officials have shown great willingness in improving the guest experience. 

From regular investments in improving common facilities to improvements in safety, Cancun International Airport is regarded as a modern and convenient aerial hub. 

spirit airlines at cancun international airport

Last year, the airport implemented new technological improvements to cut down on wait times, allowing travelers from certain countries – including the U.S. and Canada – to scan their passports instead of getting it manually checked by immigration officers. 

In 2024, the airport will welcome even more travelers, very likely setting a new all-time record for passenger capacity. 

Officials have also invested heavily in decreasing road traffic around the airport owing to the huge number of taxis and buses operating from the airport.

Tourists Waiting to Be Picked Up at Cancun Airport

Even as new improvements continue to strengthen the airport’s operational capacity, travelers are still advised to exercise caution when arriving and departing. 

From scams such as timeshare schemes to overpriced taxis, visitors should plan their trip beforehand to avoid falling victim to fraud.

Book transportation prior to arrival or use Cancun’s numerous ride-hailing apps like Uber or Ola Taxi to avoid overcharging taxi drivers. 

Cancun International Airport is the fourth busiest in Latin America and the 24th in North America, ranking as one of the most important aerial hubs for international passenger traffic in the region.

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C Dean

Tuesday 21st of May 2024

After the airport immigration they need to go to the office of immigration in Cancun. Rude, No smiles (unless between themselves), no communication and no help.