Travel advisor raises concerns over airline response during Puerto Vallarta disruptions

A Canadian travel advisor is speaking out after a series of high-profile flight cancellations in Puerto Vallarta left travellers stranded, criticizing how airlines handled communication and support during the disruption.

As previously reported, the cancellations to the popular vacation town on Mexico’s Pacific coast began on Feb 22, following reports of cartel-related unrest in Mexico that affected airline operations in the region.

Amber Barnabe, owner of Prairie Wind Travel and a Transat agent for more than 14 years, recently told Manitoba-based news outlet PembinaValleyOnline that the situation quickly became chaotic for both passengers and travel professionals.

“Passengers generally are advised pretty quickly from the airline or supplier what the next steps are,” Barnabe told the outlet. “In this situation, WestJet, I feel very much left passengers and agents in the dark. It was a stressful few days for sure.”

READ MORE: CTA to probe recent Puerto Vallarta flight disruptions

Barnabe says WestJet’s Vacations contact centre was closed for three days during the disruption, leaving both customers and travel agents unable to access support.

“Some passengers of mine waited on hold for almost 24 hours and still never got through,” she said. “As an agent with a priority line, I was also seeing wait times of more than 96 hours with no response to travel agent calls.”

Confusion for stranded travellers

The lack of communication had consequences on the ground in Puerto Vallarta.

Barnabe said some resorts began issuing check-out notices as travellers’ scheduled departures passed, while transportation providers such as Nexus were unable to assist guests without updated flight information.

In some cases, travellers reportedly had to walk to the airport to try to resolve their situation directly, she said.

Confusion around rebookings also led to tensions among passengers, with some travellers purchasing costly one-way tickets home while their original bookings remained unresolved.

“People who could not afford new tickets were left stranded,” Barnabe said.

Questions about regulation

Barnabe shared broader regulatory concerns, referencing the merger between WestJet and Sunwing and ongoing debates about the effectiveness of Canada’s Air Passenger Protection Regulations (APPR).

READ MORE: Canadian travel advisor living in Mexico calls for "perspective" after Puerto Vallarta scare

She argues that airlines are increasingly avoiding responsibility by classifying delays and cancellations as events outside their control, which can limit compensation obligations.

Barnabe said she was ultimately able to get all of her clients home by relying on personal industry contacts, though she believes the responsibility should have rested with the airline.

She is now documenting the incident and plans to bring the matter to the Consumer Board of Canada and the federal Minister of Transport in an effort to push for improvements.

CTA investigation  

Meanwhile, Canada’s air travel regulator is investigating the recent flight interruptions in Mexico.

Under Canadian regulations, airlines are required to help passengers complete their trips as quickly as possible, including in situations caused by factors beyond the airlines’ control.

The Canadian Transportation Agency (CTA) says it will examine the disruptions and assess whether airlines have met their obligations to passengers in Mexico.

"This entails gathering evidence to make sure that airlines met all requirements stipulated in the applicable laws and regulations pertaining to this specific event," the CTA wrote in an emailed statement to CBC News.

The CTA said its investigations may result in notices of violation and administrative monetary fines.

The regulator added that investigations of this kind are thorough, and the time required to complete them varies depending on their complexity and other factors.

Canada’s Air Passenger Protection Regulations require airlines to rebook passengers at no extra cost within 48 hours when delays or cancellations happen due to factors beyond the airline’s control.

If rebooking within that timeframe is not possible, large carriers must arrange travel for affected passengers on any available flight, including with another airline or from a different airport, if such options are available.

Global Affairs Canada says the security situation that played out in the state of Jalisco (home ton Puerto Vallarta),, as well as in the states of Sinaloa—home to Mazatlán—and Quintana Roo, which includes Playa del Carmen and Cancun, has stabilized.

Change of heart?

Some Canadians who were planning on vacationing in Mexico are now rebooking their trips elsewhere, according to a new poll.

Some 31 per cent of respondents with Mexico plans said they will choose a different destination, the online Leger survey found. Another seven per cent were considering cancelling their trip.

Conducted Feb. 27 to March 2, the poll surveyed 1,659 Canadians, many of whom are keeping their plans. 

About 46 per cent of respondents plan to follow through with their Mexico trip, Leger found. The proportion rises to nearly two-thirds among those who travelled there in the past few years.

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