Profeco addresses World Cup ticket fraud and service complaints

Mexico's Federal Consumer Protection Agency (Profeco) has been actively addressing consumer issues arising from the 2026 World Cup, handling 114 reports and providing 280 consultations between July 11 and 16. The complaints primarily concern improper charges, insufficient information, and subpar services, with some reports indicating potential ticket fraud.

Profeco is investigating two cases of alleged ticket fraud, one at the Mexico City stadium and another in Monterrey. Additionally, the agency requested a detailed report from Vix after receiving 36 complaints regarding failures during match transmissions. Profeco has also issued alerts advising consumers to avoid payments outside official platforms for accommodations during the tournament.

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From the total, 146 consultations were satisfied, 88 finalized, 35 channeled to Odeco, 4 sent to Concilianet, and 2 to the Department of Conciliation for Residents Abroad (CARE).

Beyond ticketing and streaming issues, Profeco has conducted special operations at airports nationwide, offering 275 consultations to consumers facing problems such as lack of information, flight cancellations, missed connections, delays, itinerary changes, and baggage damage. Airlines most frequently cited in these consultations include Volaris, Viva Aerobús, and Aeroméxico.

To ensure fair commercial practices, Profeco has deployed personnel to stadiums, airports, and 143 high-traffic tourist points across the country. These efforts are part of a special operation that will continue throughout the 39-day duration of the World Cup, aiming to monitor the commercial conduct of service providers.

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In airports, 123 conciliations have been carried out for lost flights, lack of information, flight cancellations, flight delays, and improper charges, among others. The airlines with conciliation are: Volaris 71, Viva Aerobús 43, Aeroméxico 6, American Airlines 2, and Iberia 1.