TULUM, Mexico — A recent incident at Tulum International Airport has raised concerns about the lack of services and communication regarding travel with emotional support animals (ESAs). Yamila Díaz, a Copa Airlines passenger, encountered unexpected and frustrating obstacles while attempting to board a flight to Argentina with her emotional support dog despite complying with the airline’s specified requirements.
Díaz, whose flight CM499 was scheduled to depart on October 9 from Tulum International Airport (TQO) to Ezeiza (EZE), Argentina, had meticulously prepared all necessary documentation. This included a certificate of emotional support, a valid vaccination record, and a medical certification from a licensed veterinarian. However, her journey was interrupted when airport staff informed her of an additional requirement: a seal from the Servicio Nacional de Sanidad, Inocuidad y Calidad Agroalimentaria (SENASICA). The issue? There was no available SENASICA office at Tulum Airport.
This incident exposed a significant gap in the airport’s services for international travelers with pets or emotional support animals (ESAs). ESAs play a critical role in individuals managing mental health conditions such as anxiety, depression, and PTSD. Unlike service animals, trained to perform specific tasks, ESAs provide emotional comfort, making them indispensable during stressful experiences like travel. For some, the inability to travel with their ESA could result in significant emotional distress, making it more than an inconvenience.
Díaz arrived early for her flight, expecting a smooth check-in process. However, she was directed to the SENASICA office to obtain the required seal for her dog. At the office, she was informed that although she had met all the requirements, there was no veterinarian or certified zoo technician at Tulum Airport to issue the approval. According to the information she received, the only nearby airports with SENASICA staff available were in Chetumal or Cancún, highlighting a severe service shortfall at Tulum International.
A SENASICA employee mentioned that Tulum’s high cost of living deterred veterinarians from accepting positions at the airport, as no professionals were willing to work there. Díaz, frustrated by the lack of clear information, questioned, “How can an international airport like Tulum not have the necessary personnel for basic travel procedures involving pets or emotional support animals?” She added that neither Copa Airlines nor airport authorities had informed her of the missing service in any documentation or communication she received.
For individuals like Díaz who rely on emotional support animals, the ability to travel with them is essential. ESAs can significantly reduce the anxiety and stress associated with flying. For some travelers with mental health conditions, being separated from their ESA during flights can lead to panic attacks, heightened anxiety, or even the decision to cancel or avoid travel entirely. This underscores the importance of airports and airlines ensuring that all necessary services are in place to accommodate passengers with these needs.
Despite repeated requests for assistance, Díaz did not receive any clear solutions from Copa Airlines. Even the manager at the airport, Víctor Rosado, could not offer further help. Díaz was advised by the Federal Consumer Protection Agency (PROFECO) to visit Copa Airlines’ offices in Cancún for assistance, a suggestion she found impractical and unacceptable given that the problem should have been resolved at Tulum Airport.
“I didn’t cancel my flight. The airline and the airport made me miss it,” Díaz stated. Beyond the financial loss, the emotional stress and wasted time were significant. She also reported that her attempts to contact customer service were repeatedly met with abrupt disconnections, adding to her frustration.
The absence of a SENASICA veterinarian at an international airport and poor communication from the airline and airport authorities left Díaz feeling powerless and financially affected. This situation raises broader concerns about Tulum Airport’s ability to handle similar cases in the future. Clear communication and adequate services must be in place, particularly for travelers with pets or emotional support animals.
Díaz is now seeking compensation for the financial losses she incurred due to the missed trip and a formal apology from Copa Airlines and Tulum International Airport. She also urges the airport to rectify the lack of available services and ensure that passengers are informed well in advance about any additional requirements to avoid similar situations in the future.
This incident highlights a broader issue that could impact many travelers. As Tulum International Airport continues to grow in popularity as a travel hub, it is crucial to ensure that the necessary infrastructure and services are available to accommodate international travel, including proper staffing for pet-related documentation. The importance of emotional support animals in travel cannot be overstated, as they provide vital emotional stability for their owners. Díaz’s experience is a cautionary tale, emphasizing better communication and more robust services for international travelers.
Have you ever encountered difficulties traveling with a pet or emotional support animal? Please share your experiences and opinions in the comments or connect with us on social media. Your insights could help raise awareness and improve services for future travelers.
