I contacted the ZLO Airport, since I could not believe that any airport had made it an official rule to check in 3 hours prior to an international flight, as we were told had happened at ZLO. We were told this not only by the airline but also by the airport security personnel.

I will include the response here - the short story is that No, ZLO airport does not have this new rule. It is a still a recommendation, like at every airport.

I am not sure why the personnel told us this - but now the corporate office is aware of what happened to us. We have been flying out of ZLO for over 17 years and have never missed a flight and we are always out in good time, most often not 3 hours however.

In any case, here is the response I received:

“ We thank you again for taking the time to share with us your experience and your observations regarding what happened during the documentation process of your flight at Manzanillo International Airport.

In response to your query, we wish to clarify that Manzanillo International Airport has not issued an official provision that establishes as a general obligation that passengers must document exactly 3 hours in advance for international flights, it is only a recommendation and you confirm that it is the same in the rest of the world.

In accordance with current aeronautical regulations in Mexico, airlines are responsible for establishing and applying their own operating procedures, including documentation and check-in closing times. On the part of the airport, our function is to provide the infrastructure and services necessary for the air operation, without powers to intervene in the operational policies of each airline.

However, we understand your concern about the information provided by the airline and security personnel during your experience at the airport. Your comments will be considered to reinforce the service culture that we seek to maintain among all service providers that operate within our facilities.

We also appreciate your comments on the waiting experience inside the facilities and how this is an important part of the travel experience of our passengers. Your comments are valuable to us and will be considered as part of our continuous improvement efforts.

Thank you again for your comments and we hope to have been able to respond to your query.

Best regards.
Lic. Alma Oralia Macias Uribe / Experiencia al Pasajero y Aseguramiento de la Calidad
Carretera Manzanillo-Barra de Navidad, K.M. 42, Manzanillo, Colima, México