Dozens of Canadian travellers were left stranded in Puerto Vallarta after sudden security warnings and violent unrest across parts of Jalisco and neighbouring states forced abrupt changes to flights and ground services. Guests who arrived on Feb. 8 and Feb. 16 and were scheduled to fly home on Feb. 22–23 found themselves told to shelter in place as roads were blocked and vehicles burned — a chaotic situation that disrupted flights and left many scrambling for answers.
What passengers went through
– Confusing communication: Many travellers say initial alerts were brief and alarmist, then followed by long stretches of silence or conflicting updates. Airline apps and rebooking tools often showed no options; hold times for phone support stretched for hours.
– Immediate costs and inconveniences: People faced extra hotel nights, renewed prescriptions, extended insurance premiums and, in some cases, the expense of buying last‑minute replacement tickets. Missed connections and mixed messages within group bookings added further headaches.
– A typical story: One passenger who arrived Feb. 8 and was due to fly out on Feb. 22 says they were told to stay put as local services shut down. The airline’s only instruction was a single email pointing to a website and app that couldn’t find their booking. After hours on hold and unanswered messages, they eventually purchased a new ticket for March 3.
Rights and obligations under Canadian law
Canadian passengers are protected by the Air Passenger Protection Regulations (APPR). Under those rules, airlines must do their best to minimize disruption and get passengers to their destination as quickly as possible. If an airline cannot rebook a passenger on its own flights or a commercial partner within 48 hours of the original departure, it is obliged to buy a seat on any available airline.
Consumer groups say some carriers fell short during this incident, forcing travellers to cover travel and accommodation costs out of pocket. Whether an airline met its obligations will ultimately depend on the specific circumstances and the evidence available.
What travellers can do now
– Document everything: Save booking confirmations, screenshots, boarding passes, emails, delay notices and receipts for any extra costs. A clear paper trail strengthens any complaint or claim.
– Record interactions: Note the date, time, names, reference numbers and summaries of phone calls or chats.
– Use the right channel: Try to resolve issues through the sales channel you used — airline website for direct bookings, your travel agent if you booked through one.
– Give the airline a reasonable chance to fix the problem, but if you must travel urgently, buy an alternate ticket and keep all proof of purchase to support reimbursement claims.
– Seek help: Consumer‑rights groups and travel agents experienced with air passenger claims can advise on what evidence you’ll need and the deadlines for complaints.
Legal and administrative remedies
Options range from filing complaints with the regulator that enforces the APPR to seeking refunds and compensation through small‑claims court or, when appropriate, collective actions. Lawyers warn that outcomes hinge on documentation: booking records, communications with the carrier and receipts are crucial. Regulators and consumer groups are likely to examine carrier correspondence and booking logs to assess compliance.
How airlines and authorities responded
Airlines varied in their approach. Some added extra flights to repatriate stranded passengers; others pointed customers to standard customer‑service channels or formal regulatory complaint processes. The national transportation regulator has confirmed an investigation into the disruption and reminded carriers of their obligations under the APPR, but so far no clear timeline has been offered for restoring normal service.
Protecting your claim
– Keep every receipt and screenshot. If you paid for alternative transport or lodging, those expenses could be reimbursable.
– File complaints promptly with both the airline and the regulator; there are time limits for some types of claims.
– If several passengers share the same experience, consider coordinating through a consumer group — collective complaints are often more effective at prompting swift responses.
What to watch next
Look for regulator updates on the investigation and any formal findings about airline compliance. Airlines may also announce additional recovery flights or clearer rebooking policies. If you were affected, keep an eye on official communications from both your carrier and the national transport regulator and be ready to submit documented claims.
If you want, I can help you draft a complaint to the airline or the regulator, or review the receipts and correspondence you’ve collected to see what evidence will matter most.