Frequently Asked Questions
How can I book?
Our reservation service is open 24 hours a day, 7 days a week.
Can I get a transfer from/to any airport?
Our transfers are only available at Cancun International Airport.
Do the vehicles have air conditioning? How many seats?
All our vehicles have air conditioning. Most of our vehicles are vans that can accommodate up to ten passengers (1 suitcase per person).
Do you offer private transfers?
Yes. We offer private transfers, the vans have compartment in the back for luggage.
How can I pay?
You have 3 different ways to pay; pay on arrival (cash only), payment via Paypal and payments with your credit card through our form on our website.
Is smoking allowed in your vehicles?
No. We strictly operate a NO SMOKING policy within our transportation vehicles.
How can I contact you from the airport?
You can verify your reservation voucher to obtain the local telephone numbers and toll-free number of our offices and staff in charge
Do I need a reservation in advance?
You can make a reservation 24 hours before the request. We recommend that you book well in advance to provide you with a better service.
Can I change or cancel my reservation?
You can change or cancel your reservation at any time before the transfer. However, cancellation fees apply as of 2 days before services start. Please read our terms and conditions for cancellation.
What happens if my flight is delayed?
We will wait until one hour of the arrival time of the passenger. We will still try to move you after this time, but we can not guarantee it since we have other passengers and services to cover, however we will do our best to give you the service as soon as possible.
Where do I find the driver?
Our staff stays outside the airport holding a sign with your name on it. Please send us an email to give you detailed information and instructions so that you can contact us easily.
At what terminal will the driver leave me at the exit?
The driver leaves you at the correct terminal of the airline you are flying with or the one you are instructing.
Why do I have to confirm my departure 24 hours before the transfer?
It is necessary to confirm your departure with us 24 hours before the transfer so that we can be sure that all the information is correct, however it is not obligatory, since once you arrive in Cancún you will receive from our airport staff a written confirmation of your return with your date and time of transportation from your hotel. In case you do not communicate with us, we will not make any changes and will keep the data of your original reservation.
Do you provide car seats for children under the age of three?
Yes, we have, but we can never guarantee having it for you. Sometimes flights are delayed, traffic, changes in schedules, etc., all our transportation vehicles have child safety seats whenever requested at the time of making their reservation. We do our best, but sometimes things are out of our control. Our child seats are kid-friendly, with a capacity of up to 40 lbs.
Should I tip the driver? How much should I give?
It is the decision of each client. If you are satisfied with the driver's service. Drivers are heavily dependent on tips, but they know they must earn them, just like the reps.
If I make an exit reservation from the hotel to the airport can I pay the driver?
No, it is necessary to pay in advance paypal means to guarantee your service (send us the data to reserve and you will soon get the Paypal link).
What if we can not find our driver or front desk person?
You can easily contact us at the following telephone numbers:
- Lada at no cost 01-800-990-1027
- Skype- + 1 210 757 0376
- Office- + 52 998 410 2992
What happens if my flight goes ahead?
If for some reason you were unable to contact us we strongly urge you to contact our telephone numbers, you probably will not see our representative as there are more services to cover previously scheduled.
Can you take us to a supermarket or restaurant before going to our hotel?
We are here to assist you! Simply send us an email requesting the kind of service you would like and we will give you a quote for any restaurant. For the supermarket stop the cost is $ 30 USD per hour. Usually, one hour is enough. It is necessary to anticipate the stop to be able to consider the time since we work according to a previous itinerary. We will take you to the store that is on the way to your hotel.
How do I know that you have my reservation?
After making your reservation you will receive your confirmation via email. The voucher contains the information you attached at the time of booking. If you do not receive the voucher please contact us
Do you offer a hotel-hotel shuttle?
If we do it. Please reserve this type of service with our reservations department, the rate varies depending on the area to which you are going.
What is your cancellation policy?
- Cancellations made 24 hours or more prior to your service, have a 10% cancellation charge.
- Cancellations made 8 to 24 hours before your service, have a 50% cancellation charge.
- Cancellations made 8 hours or less before your service, you will not have a refund
- No refund will be issued on no show for arrivals or departures.
Who should I pay, how and when?
You can pay the uniformed representative of Cancun Airport Transfers at the airport in full. The amounts are in US dollars (we do not accept coins or bills that are broken or marked, by Mexican National Bank policies we can not change them here). We do not accept any travelers checks. We accept Mexican pesos (check with your driver for the current exchange rate). We accept Canadian dollars (cash only, see daily exchange rate).
What are the restrictions on luggage?
We consider 1 luggage per person, if you have more luggage than usual or travel with luggage that requires special accommodations, you must inform us in advance, so we can arrange your transfer.
What kind of vehicles are used?
We use VW Transporter vans, Toyota Hiace Vans, Van Express vans and VIP services only SUV. All our vehicles are equipped with safety belts and air conditioning.
How long does my trip last?
- Hotel Zone in Cancun for 15 to 30 minutes.
- Cancun downtown / Playa Mujeres / Puerto Juarez - 30 minutes.
- Puerto Morelos - 30 to 45 minutes
- Playa Del Carmen - 45 to 60 minutes
- Puerto Aventuras - 1 to 1.2 hours
- Akumal / Tulum / Zona Hotelera Tulum (Boca Paila) - 1.5 to 2 hours
- Times are just estimates, it all depends on your destination and traffic.
What happens if the hotel gives me transportation at the time of my departure I can get half the refund?
No, it is not possible to refund half of your payment made at the time of arrival, if you are not sure please just book one way.
I left a belongings in the van. What I can do?
You will need to call or email immediately. Remember that our drivers provide transportation for many passengers throughout the day and their belongings can be lost or picked up by a different passenger if not reported immediately. If an item is forgotten and our driver finds it, we will immediately deliver it to you, in case we find your belongings we will help you find the best way to return your items, you should consider that not all passengers are going to the same hotel that you.