It's Cancun, not Zurich.
Depending on your arrival time, Cancun in peak season can be a gong show for arrivals (as you experienced).
There are so many FOTSG travellers from around the world that the lines can be very slow at immigration and then customs, and AV/CM use T2 and AC moved to T3 sometime ago...so a recipe for trouble.
Glad the CUN AC staff stepped up. Their station manager is quite good.