Frequently Asked Questions

Visit our website and fill in the booking form with your origin, destination, number of passengers, flight details, and hotel name. The entire process takes under 3 minutes. Payment is handled securely through Stripe (credit/debit card) or PayPal — no account needed. Once confirmed, you will receive an immediate email with your reservation code, PDF voucher, and your driver's contact information. Simply show your voucher on arrival day and your driver will be waiting with a sign bearing your name at the baggage claim exit.

Yes. To modify a booking, contact us at [email protected] or via WhatsApp with your reservation code at least 24 hours before your scheduled transfer. We can change pickup time, destination address, number of passengers, or vehicle type, subject to availability. Date changes are also possible if requested in advance. We cannot guarantee modifications made less than 12 hours before pickup, though we will always do our best to accommodate urgent requests. Changes during peak season may be subject to availability.

We recommend booking at least 24–48 hours in advance to guarantee driver and vehicle availability, especially during peak season (December–January and July–August) when demand is highest. For groups of 8 or more passengers, we suggest booking 72 hours ahead so we can arrange the right vehicle. Same-day bookings may be available for select routes — contact us via WhatsApp to check availability before booking online. Early booking also lets you lock in fixed rates without last-minute surcharges.

Yes. Immediately after completing your payment you will receive a confirmation email with your reservation code, transfer date and time, vehicle type, pickup location, and a downloadable PDF voucher. The email also includes your driver's name and WhatsApp number for direct communication on travel day. If you do not receive it within 5 minutes, check your spam folder or contact us at [email protected] and we will resend it promptly. The PDF voucher should be shown to your driver at pickup.

Our rates start at $45 USD for a Sedan/SUV (1–3 passengers), $65–80 USD for a Minivan (4–6 passengers), $85–95 USD for a Suburban (up to 8 passengers), and $120–145 USD for a Minibus (up to 14 passengers). Prices vary slightly by zone: Cancún Hotel Zone and Playa del Carmen start at $45 USD, Riviera Maya at $55 USD, and Tulum at $65 USD. All rates are per vehicle, not per person, and include road tolls. Rates are fixed regardless of traffic conditions or flight delays.

We accept all major credit and debit cards — Visa, Mastercard, and American Express — through our secure Stripe integration, as well as PayPal. All transactions are encrypted with TLS and comply with PCI DSS security standards, so your card data is never stored on our servers. You can also pay via a Stripe Payment Link sent by email, or arrange cash payment with the driver upon arrival in USD or MXN. There are no hidden fees or additional charges at pickup — the price you see at booking is the final price.

Cash payments in USD or Mexican Pesos are accepted directly with the driver upon arrival. If you prefer to pay cash, indicate it in the notes field during booking so we can confirm availability for your specific route and date. While cash is available for most bookings, we recommend card payment for round-trip services or peak-season bookings to guarantee your reservation in advance. Your driver will provide a receipt upon request. Cash rate is always the same as the online rate — no surcharges.

Yes. We track all incoming flights in real time using professional flight intelligence data. If your flight is delayed, diverted, or arrives early, your driver automatically adjusts the pickup time at no additional charge. You do not need to contact us — we monitor actual gate arrivals and update your driver's schedule accordingly. For delays over 3 hours, we will reach out via WhatsApp to reconfirm. This real-time flight monitoring service is included in every booking at no extra cost and covers all airlines at CUN.

Your driver will be waiting at the arrivals exit in the baggage claim area with a printed sign bearing your name. Cancún Airport has two main terminals: Terminal 3 handles most international flights including American, Delta, United, WestJet, Air Canada, and Aeromexico international routes, while Terminal 2 handles select domestic and charter flights. Your driver will be at the designated meetup point for your specific terminal, which is detailed in your confirmation email. If you cannot locate your driver within 10 minutes of exiting, call the WhatsApp number provided in your confirmation.

Yes, all our drivers are fully bilingual in Spanish and English, ensuring clear communication from airport pickup to hotel drop-off. Many drivers also speak basic Italian or Portuguese, which is helpful for European travelers. All drivers hold official tourism transport licenses issued by the State of Quintana Roo, have passed background checks, and are trained in first aid and safe driving standards. Vehicles are inspected regularly and equipped with GPS tracking. Your driver will introduce themselves and confirm your destination before departing.

Standard luggage allowance is one large checked suitcase plus one carry-on bag per passenger. If you are traveling with extra luggage, golf clubs, surfboards, diving equipment, strollers, or oversized items, please mention it in the notes field when booking. We will assign a vehicle with sufficient cargo space and confirm availability before your travel date. For groups with many bags, upgrading to a Suburban or Minibus is often the simplest solution — our team can help select the right vehicle during the booking process at no extra consultation charge.

Yes, infant and child safety seats are available at no additional charge upon request. During booking, select the baby seat option in the extras section and specify your child's age and weight so we can provide the correct seat type: rear-facing infant seat, forward-facing toddler seat, or booster seat. All seats comply with Mexican road safety regulations. Please request at least 24 hours before pickup to ensure the correct seat is prepared and installed. One child seat is provided per booking — for multiple children, please note this in your booking comments.

We cover the entire Riviera Maya tourist corridor, including: Cancún Hotel Zone, Playa del Carmen, Puerto Morelos, Riviera Maya resort zone (Mayakoba, Barceló Maya, Grand Velas, Iberostar), Tulum Pueblo, Tulum Beach Road, Akumal, Xpu-Há, Puerto Aventuras, and Holbox (with ferry connection from Chiquila). For destinations not listed in our booking form, contact us via WhatsApp or email for a custom quote. We also offer multi-stop transfers and full-day private ground transportation for groups, incentive trips, and corporate clients.

The transfer from Cancún International Airport to Tulum covers approximately 130 kilometers along Federal Highway 307 and takes 1 hour 45 minutes to 2 hours under normal traffic conditions. During peak season (December–January and July–August) or on Mexican public holidays, plan for 2 to 2.5 hours. Hotels on Tulum Beach Road (the coastal hotel strip south of the ruins) add 10–20 minutes depending on exact location. We account for your hotel's specific address when calculating departure times and always confirm via WhatsApp before your pickup.

The transfer from Cancún Airport to Playa del Carmen covers approximately 68 kilometers and takes 45–55 minutes under normal conditions along Highway 307. During high season or holiday weekends, traffic can extend the journey to 70–80 minutes. Hotels in the Playacar resort zone (southern Playa del Carmen) are an additional 10 minutes beyond the town center. For ferry connections to Cozumel, we can drop you directly at the pier on Calle 1 Sur — the ferry crossing to Cozumel takes approximately 45 minutes and runs regularly throughout the day.