In an effort to enhance the travel experience for visitors arriving in Cancun, nearly 100 customs agents at Cancun International Airport have undergone specialized tourism training, Riviera Maya News reported. The initiative follows a previous training program provided to immigration officers and aims to improve the quality of service at one of Mexico’s busiest international gateways.
The three-day training course took place in late January after the National Customs Agency of Mexico approved the program, marking a shift in approach after prior resistance. Sergio González Rubiera, president of the Mexican Association of Incoming Tourism Agencies (Amatur), has long advocated for better training for airport personnel, emphasizing their crucial role as the first point of contact for international travelers.
For years, Cancun’s airport has faced criticism over long lines and inconsistent service. In response, Amatur successfully trained National Migration Institute (INM) officers last year, although customs agents were initially excluded from the program. However, in a change of course, customs authorities opted to move forward with the training in 2024.
“Customs confirmed that I will be giving the course,” González Rubiera announced in mid-January, adding that the program marked a first for customs officers in Mexico. The training, titled “Quality in Tourist Service”, focused on key topics such as customer service, emotional management and quality control, mirroring the course previously provided to immigration officials.
“It seems that someone with a new vision arrived,” González Rubiera noted. The ultimate goal, he explained, is to ensure that customs officers provide a more welcoming and efficient experience for tourists as they enter the country.
With Cancun remaining one of the world’s top vacation destinations, improving airport service is a priority. González Rubiera also emphasized the need for ongoing training, given the high turnover rates among airport staff. By equipping personnel with better skills and service-oriented training, authorities hope to create a smoother, more positive arrival experience for millions of travelers visiting Cancun each year.
Meanwhile, Quintana Roo Governor Mara Lezama also recently eliminated a controversial fee that previously required tourists to pay for bringing more than one large electronic device, such as laptops or tablets, through customs. The rule had led to reports of travelers being charged an average of $190 or having their devices confiscated. This policy change, in addition to the new customer service training provided to customs officers, should go a long way toward improving the destination’s image among visitors.
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