Frequently Asked Questions

General Service | Booking, Payment & Cancellations | Customer Service

General Service

Our Cancun Shared shuttles have a wait time of 20 minutes if there are other services within the same time frame. Otherwise, it will leave as soon as possible.

Shared shuttles are only available to the Cancun Hotel Zone from 8 am to 8 pm. Any service required before or after these times will require a private shuttle. The number of stops on each hotel will depend on the number of people aboard (7 people max).

Private shuttles only have to wait for the shuttle to come into Cancun's Airport Loading Zone, since parking by the platforms for long periods of time is not allowed. The usual wait time is 5 minutes, which is the time it takes for the van to come in from its designated parking into the arrival platforms. Departing from your hotel we will take you directly without stops to your destination. Private shuttles are available 24 hours a day.

We can pick you up from any residence or private condo, as long as you can provide directions, maps or links showing the location. The best way to provide this information is by email.

Our greeters at the airport keep track of your flight for early arrivals or delays. There is no need to let us know that your flight is delayed. If you do change flights or your flight gets canceled, you have to let us know as soon as possible.

Yes, but you need to inform us at least 12 hours before. Last minute changes may cause your shuttle to not arrive on time of the new time requested.

Our greeters wear bright green shirts and hold a Happy Shuttle Cancun Banner. Greeters are always outside the terminal and never inside (please avoid time share agents inside the airport). You will need to walk out and look for our greeters with the green shirts.

Terminal 3 – Keep walking straight out and pass the crosswalk, our greeters will be after the crosswalk.

Terminal 2 International – Our greeters will be off to the right, after you exit the terminal, in front of the Grab N Go cafe.

Terminal 2 National – When coming out, you will see a snack stand, our greeters are usually in front of it.

Terminal 1 – When coming out, our greeters will be outside by the exit ramp.

FBO – When coming out, our greeters will be right outside.

You can call (In Cancun) 044-998-167-9544 or (Toll-Free) 1-800-818-9821, Please have your confirmation number ready. You can also email us at reservation@happyshuttlecancun.com Please be aware of taxi scammers, they will pretend to call your transportation company and tell you to take a taxi and that you will get a refund. Our staff will never ask you to pay for a service if you have already paid for it. Make sure if anyone helps you to contact us, to make sure they are dialing the correct numbers.

If you booked a round trip, your departure will be arranged with our staff at the airport on your arrival. If you booked a one way, we will send an email confirming your pick up time. We always schedule you with enough time so you can be at the airport at least 2 hours before your flight departure.

There is no restriction on luggage. If you have more luggage than normal or are traveling with luggage that requires special accommodations, you will need to let us know ahead of time, so we can arrange your shuttle accordingly.

We use VW Transporter vans, Toyota Hiace Vans and Econoline 250 vans. All our vehicles are equipped with working seat belts and air conditioning.

Hotel Zone in Cancun 15 to 30 minutes.

Downtown cancun/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/Tulum Hotel Zone (Boca Paila) – 1.5 to 2 hours

Times are just estimates, it all depends on your destination and traffic.

Booking, Payment, Cancellations

You can use our online form, email or by phone. If you have a private residence or condo, you will need to email us with your itinerary, to get a quote.

Yes, we require a minimum of 24 hours for bookings. Our shuttles are pre- booked only. Shared or private.

No, we require at least 24 hours for bookings.

At least 24 hours.

When booking through our form on our website, you will need to pay online. If you wish to pay upon arrival (cash or credit card), you will need to email us your itinerary.

After you book and pay online, you will receive a confirmation email from us to the email you provided. Vouchers are usually emailed within 24 hours or less. If you don't see a confirmation in your inbox, please check your spam box. If you still don't see a confirmation, forward your receipt of payment to reservation@happyshuttlecancun.com to receive it.

Email us to reservation@happyshuttlecancun.com, with your reservation number or transaction ID, along with a note requesting your cancelation.

We believe we can offer you the lowest-priced shuttle service in Cancun & Riviera Maya, but if you find something even cheaper, we'll match it.

• Our price match guarantee applies only if you book private transportation to/from Cancun & Riviera Maya (shared shuttles doesn´t apply)

• Price match guarantee can only be obtained if the competitors price matches the same number of passengers, destination and transfer type (one way or round trip)

• Price match requests can be done through email reservation@happyshuttlecancun.com or with a representative through live chat. Please include a screenshot of the item or the URL (web address) where the item was located, the company name, price and reservation details

• The shuttle service must be offered and fulfilled by online retailers. Services sponsored by a third party promoters or timeshare won´t be eligible to be price matched

• Price match can only be accepted if the competitor is still on business

• All price matches are subject to approval

• Price match requests must be done 24 hours in advance of your service

• Happy Shuttle Cancun reserves the right to modify or discontinue the price match offer or to restrict its availability at any time, for any or no reason without prior notice or liability

• To make valid this guarantee all price matches reservations must be paid through a PayPal Request with at least 24 hours prior your arrival. Any other payment method will not be accepted

• Price match guarantee does not cover package deals, bundle offers, discounts, coupons and email offers

Cancelations made 24 hours or more before your service, have a 10% cancelation charge.

Cancelations made 8 to 24 hours before your service, have a 50% cancelation charge.

Cancelations made 8 hours or less before your service, will not have a refund.

No refunds will be issued on no shows for arrivals or departures.

Customer Service

We have front facing car seats and booster seats available, at no extra cost. Please request them at the time of your reservation. Car seats are subject to availability, but 90% of the time, we can provide them.

You will need to call or email right away. Please remember that our shuttles provide transfer for many passengers throughout the day and your belongings may get lost or picked up by a different passenger if not reported right away. If an item is left and our driver, security or car washers find it, they will turn it into our lost and found. If we do have your belonging, we will help you find the best way to return your ítems to you.

Yes, our driver can make a quick 5 minute stop, so you can buy drinks or snacks, but only if there is somewhere to stop in between your pick up and your drop off destination. If you want to buy groceries or stop for a longer period of time, you will need request this while making your reservation, since grocery stops (Walmart, Costco, or grocery store) have an additional cost. Please contact us for pricing. Grocery stops are not allowed on Saturdays.

We can provide you with one free water bottle per passenger on private shuttles only. If you would like soft drinks or beers, they are 1USD each. Beers we carry are Corona. You will need to request this when making your reservation. Cans only, no glass bottles available for safety reasons.