MW Here's what airlines, hotels and Airbnb actually owe travelers stranded in Mexico

By Genna Contino

What travelers need to know about refunds - and how to get home - after cartel violence shut down flights in Puerto Vallarta and Guadalajara

Stranded passengers line up at Guadalajara Airport in Mexico to claim compensation for flights that were canceled or postponed. Mexico has deployed 10,000 troops to quell clashes sparked by the killing of the country's most wanted drug lords that have left dozens dead, officials said.

U.S. airlines canceled flights to and from the Mexican cities of Puerto Vallarta and Guadalajara on Monday amid cartel-related violence over the weekend, leaving tourists stranded.

The situation remains fluid, and travel experts say travelers in Mexico should closely monitor updates from the U.S. Embassy and local media, along with other posts on social-media platforms. Major U.S. airlines are offering waivers to affected passengers, but consumer advocates note that travelers with canceled flights are also entitled to refunds. Policies at hotels and short-term rental units, meanwhile, vary by company and property.

"It doesn't matter why a flight is canceled - it can be because of bad weather, security issues or a zombie apocalypse," said Teresa Murray, consumer-watchdog director at the U.S. Public Interest Research Group. "If it's canceled, a refund is due to those who want it."

As of Monday afternoon, 40% of outbound flights were canceled at Puerto Vallarta International Airport, according to FlightAware data, while 17% of flights from Guadalajara International Airport were canceled.

The cancellations come a day after violence erupted in the area when news broke that the Mexican army had killed the leader of the Jalisco New Generation drug cartel. Jalisco and surrounding areas were under shelter-in-place orders from local officials and the U.S. Embassy as late as Monday afternoon, although public transportation services are resuming gradually.

U.S. citizens stuck in Mexico can contact the State Department's Bureau of Consular Affairs for help at 202-501-4444. U.S. legislators are also urging anyone traveling in Mexico to enroll in the Smart Traveler Enrollment Program, which helps the State Department contact U.S. residents abroad during emergencies.

Read more: Snowstorm hits airline stocks as flight cancellations near 5,000

Shares of top U.S. airlines closed sharply lower Monday as a winter storm pummeled the Northeastern U.S., grounding thousands of flights in addition to those canceled in Mexico.

How major U.S. airlines are responding

While travelers have the right to a refund when a flight is canceled, that doesn't necessarily mean they should pursue one. Those who still plan to fly in the coming days "may want to consider rebooking at the same price," Murray said. "If they get a refund and book another ticket on their own, it may cost substantially more."

The security situation in parts of Mexico remains uncertain, said Katy Nastro, a travel expert and spokesperson for the travel app Going. While airlines have said flights could resume as early as Tuesday, many travelers are still struggling to get clear guidance on rebooking.

Read more: Thousands of flight cancellations could mean record cash refunds for stranded passengers under this new rule

"Sheltering in place is one thing, but not understanding or seeing a timeline is another," Nastro said. "We are hearing of frustrated passengers trying to contact the airlines to get any insight on rebooking, and even they were not aware of when fliers could get back out."

Here are the latest updates for the region from U.S. carriers, provided to MarketWatch via email:

-- American Airlines: American AAL canceled its operations in Puerto Vallarta Monday and is operating on a reduced schedule in Guadalajara. The airline is waiving change fees for passengers who booked flights to and from the region, although a difference in fare may apply.

-- Delta Air Lines: Delta DAL canceled several round-trip routes between the U.S. and Puerto Vallarta on Monday, including flights from Minneapolis, Detroit and Atlanta. It's also waiving the fare difference for rebooked flights in the region.

-- Southwest Airlines: Southwest LUV canceled its Puerto Vallarta operations Monday due to "uncertainty on the ground" and said it will resume operations and add flights "once it is safe to do so." Customers flying through the region can rebook without paying a change in airfare.

-- United Airlines: United UAL has resumed its operations in Puerto Vallarta and Guadalajara, but the airline is still waiving change fees and fare differences for customers who can't get to the airport or who want to change their flight.

A traveler's loyalty status with a particular airline can affect how quickly they get through to customer service during disruptions. Elite members often have more direct lines of communication with their carriers, Murray said, though she noted that all travelers may have better luck using airline apps or online chat tools rather than calling.

What to know about hotel and short-term-rental bookings in Mexico

While airlines operate under federal rules that now require them to provide cash refunds in many situations, lodging policies are less standardized. Hotel stays and short-term rentals are typically governed by company policies or are at the discretion of a specific property.

Major hotel chains have not announced blanket policies for the region. Several travelers have posted on social media that late checkout and extensions were handled on a case-by-case basis, sometimes depending on availability or individual property decisions, even for elite loyalty members. Hilton $(HLT)$ and Marriott $(MAR)$ did not respond to requests for comment from MarketWatch.

Don't Short Yourself: Don't make the same mistake I did when I tried to save $200 on my last flight

Airbnb $(ABNB)$ said it has activated its major disruptive-events policy across the Mexican state of Jalisco, allowing eligible guests to cancel reservations for refunds, and is working with hosts to extend stays when travelers cannot safely check out. But some travelers posting online said they initially struggled to get refunds or extensions approved, even as flights were canceled and U.S. officials advised people in Puerto Vallarta to shelter in place.

Consumer advocates say travelers who cannot safely leave a hotel or short-term rental should document local advisories, keep screenshots of communications with properties and escalate requests through corporate customer-service channels when possible.

Now read: United Airlines' best loyalty perks will soon be reserved for its cardholders. Is the card worth it?

-Genna Contino

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February 24, 2026 09:12 ET (14:12 GMT)

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