Jazmin Li
Cancun Airport (CUN) was the 10th busiest airport in the world in 2021, serving over 13 million passengers travelling to Cancun and the Riviera Maya. However, it has received a lot of criticism for its chaotic arrival and departure systems, with travellers complaining about a lack of organisation, long waiting times, and issues with baggage and boarding. The airport has also been criticised for its expensive food and drinks, as well as unreliable Wi-Fi. Despite these issues, some travellers have shared positive experiences, stating that their time at the airport was smooth and organised.
| Characteristics | Values |
|---|---|
| Crowd Management | Hundreds of people piled inside without any queueing system, leading to inadvertent queue skipping |
| Staff Availability | Only 2 people on desks to check passports |
| Boarding Information | Gate number is not assigned until a few minutes before boarding |
| Amenities | No water stations to refill containers, expensive bottled water, and predatory food prices |
| Baggage Claim | Long wait times, with only one agent helping with checked baggage |
| Traffic | Crazy traffic outside the airport, taking hours to get to the main highway |
| Wi-Fi | Poor free Wi-Fi, with paid Wi-Fi available |
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What You'll Learn
Chaotic arrival and departure experiences
Cancun Airport (CUN) was the 10th busiest airport in the world in 2021, serving more than 13 million passengers travelling to Cancun and the Riviera Maya. The airport has a reputation for chaotic arrival and departure experiences, with passengers complaining about long lines, poor customer service, and a lack of seating.
One passenger described their arrival experience as "absolute chaos", with hundreds of people piled up inside without any queueing system in place. This led to people inadvertently skipping the queue and long wait times, even for those who arrived early. Another passenger travelling with small children had to leave the queue to breastfeed her baby as the line was not moving, despite being one of the first in line.
The departure experience can also be challenging. One traveller shared that they arrived a few minutes before the scheduled boarding time but were denied check-in and offered a flight the next day. They also noted that their gate number was not assigned until just a few minutes before boarding, which they considered unacceptable. Another passenger described waiting for over an hour in line with only one agent helping with checked baggage, and then being informed that they needed to print their baggage ticket at the kiosk, which cost an extra fee if printed by an agent.
In addition to the long lines, passengers have also complained about the lack of seating, with not enough chairs to accommodate the number of people in the airport. This can make the arrival and departure experience even more challenging, especially for those travelling with children or who have been waiting in long lines.
The airport has also been criticised for its high prices for food and drinks, with prices for meals being double or triple what one would pay in Cancun. There have also been reports of unreliable rental car agencies, with misleading or hidden insurance costs, and difficulties in finding honest agencies prior to arrival.
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Poor organisation and long queues
Cancun Airport has been described as chaotic, with hundreds of people piled up without any proper queueing system. This has resulted in passengers inadvertently skipping queues and long waiting times, with some travellers reporting waiting for over an hour. The airport advises passengers to arrive at least two hours before their scheduled departure time, but even then, there is no guarantee that they will not be rushed or delayed.
One passenger reported that there were only two people checking passports, causing significant delays. Another traveller with small children had to leave the queue to breastfeed her baby as the line was not moving. This lack of organisation and inadequate staffing levels have contributed to the long queues and negative experiences at Cancun Airport.
In addition to the passport control queues, passengers have also reported long waits for baggage. One person stated that they waited for over an hour to receive their luggage, and another mentioned that they were informed they should have printed their baggage ticket at a kiosk, which would have cost an extra $25 if an agent had printed it. These delays and unexpected costs have added to the overall poor organisation and long queues experienced by travellers.
The airport's website acknowledges the importance of arriving early and the need for all passengers to be screened and searched. However, this has also contributed to the long queues, as passengers have complained about the time it takes to get through security. The airport's focus on security checks, without a concurrent focus on efficient queue management, has likely exacerbated the issue.
Cancun Airport has also been criticised for its lack of seating, with reports of insufficient chairs to accommodate the large number of passengers. This further adds to the discomfort and frustration of travellers, particularly those facing long waits and delays.
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Unclear gate information
Cancun Airport has been described as chaotic, with travellers complaining about unclear gate information, long queues, and a lack of proper signage. In a Tripadvisor forum, one traveller shared their experience of arriving at the airport to find hundreds of people piled up inside without any queueing system in place. This led to people inadvertently skipping the queue and long wait times, even for those who arrived early.
In addition to the unclear gate information, travellers have also complained about the slow progress of the queues. In some cases, there have been only one or two agents available to help with checked baggage, resulting in long wait times. The layout of the airport has also been described as confusing, with intersecting lines that make it unclear where to go.
The unclear gate information and chaotic queues can be especially challenging for travellers with small children or those with mobility issues. In some cases, travellers have reported having to leave the queue to attend to their children's needs, only to face further confusion and delays when trying to rejoin the line.
To navigate the unclear gate information and potential delays at Cancun Airport, travellers are advised to arrive early and allow for potential delays. Having a printed copy of your baggage ticket and ensuring your luggage complies with weight requirements can also help streamline the check-in process.
While unclear gate information can be frustrating, it is important to note that some travellers have shared positive experiences at Cancun Airport, highlighting its cleanliness and smooth processes compared to other airports in the region.
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Overpriced food and drink
Cancun Airport has received numerous complaints about the prices of food and drinks. The prices for food and drink at the Cancun airport have been described as "predatory", especially at Terminal 3, which is primarily used for international departures. Passengers are forced to pay high prices for basic necessities like water, as there are no free drinking water stations available. A bottle of water that typically costs 10-15 pesos in town can cost as much as 94 pesos ($5.50) at the airport. Similarly, meal prices at airport restaurants are reported to be double or triple what one would typically pay in Cancun.
In addition to the high prices, some passengers have reported issues with the payment methods accepted at the airport. One passenger recounted an experience where they were scammed for 218 Canadian dollars for three drinks at a bar outside the shuttle area. The bar only accepted credit cards, and the passenger did not realize the extent of the overcharging until they checked their credit card invoice later.
The issue of overpriced food and drinks is not unique to Cancun Airport, as many airports have been criticized for their high prices. However, the lack of free drinking water and the significant price markup on basic necessities contribute to a negative overall impression of the airport.
Cancun Airport has faced widespread criticism for its long lines, poor customer service, and transportation issues, including excessive taxi fees. The Mexican government and local authorities have intervened to address these issues, implementing measures to reduce taxi fees and improve the skills of customs agents through training programs.
Despite these challenges, some passengers have shared positive experiences at Cancun Airport, highlighting its cleanliness, smooth processes, and convenient location.
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Slow and unreliable Wi-Fi
Cancun Airport has been criticized for its slow and unreliable Wi-Fi, which can be frustrating for travellers who need to access the internet during their time at the airport. The free Wi-Fi is reportedly so slow that it can only handle basic functions like text and email, and even connecting to it in the first place can be a challenge.
One issue with the Wi-Fi is that the airport limits the free user bandwidth, which can result in timeouts and frequent reconnections. This can be frustrating for travellers who need to access the internet for longer periods of time. Additionally, the limited bandwidth can lead to competition between users for the free service, further slowing down the connection.
Another issue with the Wi-Fi at Cancun Airport is that it can be difficult to connect to. Some travellers have reported that they were unable to properly connect to the Wi-Fi at all, even after multiple attempts. This can be especially frustrating for those who need to access the internet for important tasks or work while travelling.
The slow and unreliable Wi-Fi at Cancun Airport has been a source of frustration for many travellers, who feel that the airport could improve this service. While some have suggested that the airport may be intentionally limiting the free Wi-Fi to encourage users to pay for a faster connection, this has not been confirmed. Nonetheless, travellers are advised to consider alternative options for internet access when travelling through Cancun Airport, such as using their cell data or purchasing the paid Wi-Fi if available.
Overall, the slow and unreliable Wi-Fi at Cancun Airport can be a significant drawback for travellers, especially those who rely on internet access for communication, work, or entertainment during their travels. While the airport may have its reasons for the limited bandwidth and connection issues, it is clear that improvements in this area would be highly valued by its customers.
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Frequently asked questions
Cancun Airport is one of the busiest airports in the world, with more than 500 flights and 13 million passengers travelling through it each day. As such, the airport can be extremely crowded, with hundreds of people piled inside without any queueing system, causing long wait times.
Some travellers have complained about the lack of seating, poor Wi-Fi, and non-functioning toilets. The airport has also been criticised for its bad signage, logistics, and traffic management, with travellers reporting that it took them over 3 hours to get to the main highway.
Some travellers have reported rude staff at the counters and issues with boarding and baggage claim. There have also been reports of scams, with travellers being overcharged for food and drinks and transportation.
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