Frequently Asked Questions

Our Cancun Shared shuttles have a wait time of 30minutes if there are other services within the same time frame. Otherwise, it willleave as soon as possible.
From Hotels, customers should be ready 10 minutes before the confirmed pick up time
Shared shuttles are only available to the Cancun Hotel Zone from 7 am to 11 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).
Shared Shuttle Bookings must be made 24 hours prior to the service time due to availability.

At the Airport, 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 10 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.
From Hotels, customers should be ready 10 minutes before the confirmed pick up time.

We can pick you up from any residence or privatecondo, 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 yourflight for early arrivals or delays. There is no need to let us know that yourflight is delayed. If you do change flights or your flight gets canceled, you haveto let us know as soon as possible.

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

Our greeters wear bright green shirts and hold a Happy Shuttle Cancun Banner. Greeters are always outside the terminal and neverinside (please avoid time share agents inside the airport). You will need to walkout and look for our greeters with the green shirts.
Terminal 3 - Outside the Airport building, Keep walking straight, our greeter will be in front of Margaritaville Bar holding our company's banner.
Terminal 2 International – Our greeters will be off to the right, after youexit the terminal, in front of the Grab N Go cafe.
Terminal 2 National – Whencoming 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 alsoemail 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 taxiand that you will get a refund. Our staff will never ask you to pay for a service ifyou have already paid for it. Make sure if anyone helps you to contact us, to makesure they are dialing the correct numbers.

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

There is no restriction on luggage. If you havemore luggage than normal or are traveling with luggage that requires specialaccommodations, you will need to let us know ahead of time, so we can arrange yourshuttle accordingly.

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

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.

Due to the high demand for transportation requestsgoing to private homes, we kindly ask customers to get from the homeowners the exacthome address directions ("how to get to" details) home references like house color,things and/or places around (a detailed map will be helpful). Any extra time as ofresult of the driver turning around or spending extra time after reaching thelocation will incur an additional cost of $15.00 US for every 15min extratime.
Our drivers are constantly performing scheduled services throughout theday (one right after another one). They are limited to go from one point to anotheron schedule and they might have another service after yours. Help us to help you tocomplete your transportation free of worries.

• Black Friday - Friday November 26th –All day – Every adult (18+) will get one (1) free beer, when booking their service. Only tomorrow.
• Cyber Monday – Monday November 29th- All day- 10% Off in Round Trips Private Transfers all zones, except Holbox, Boca Paila and Tulum.

You can use our online form, email or by phone. Ifyou have a private residence or condo, you will need to email us with youritinerary, 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, youwill need to pay online.

After you book and pay online, you will receive aconfirmation email from us to the email you provided. Vouchers are usually emailedwithin 24 hours or less. If you don't see a confirmation in your inbox, please checkyour spam box. If you still don't see a confirmation, forward your receipt ofpayment to reservation@happyshuttlecancun.comto receive it.

• Requests for cancellation/modifications must be informed by-email to reservation@happyshuttlecancun.com
• A 10% cancellation charge will be applied for all cancellations made within 24hrs or more. Restrictions apply, see below **
• No refunds or credit will be available for cancellations made within 24 hours prior to the actual time of the reservation.
• Modifications are billable and subject to availability and approval.
• For all rides the minimum modification time is 24 hours prior to the actual time of the reservation.
• When using the shuttle back to the airport, please be ready 10 min before the pickup time, tolerance courtesy time is only 10min. In case of not showing up during this window of time, the van will drive away and it will be considered a "no show" which will be considered as a cancellation with no refund.

**HSC is allowing any reservation that customers need to cancel due to the Covid19 pandemic and may do so under these revised cancellation policies.
We are making every effort to help all affected by the virus as well as keep the company afloat so that we can service the needs in the future.
We realize that many of you have spent months planning your trip, wedding, special event or tour with us and for that we are deeply sorry and are doing all we can to help! HSC will now let you cancel a ride/booking for a full refund in the form of a future reservation credit.
A refund will not be possible in situations where the trip has to be cancelled, interrupted and/or deferred by HSC for reasons of force majeure (beyond our control, such as, but not limited to, weather, hurricanes, earthquakes, acts of terrorism, pandemics, wars, etc.) and where the contractual obligations of HSC with its suppliers do not allow it to obtain a refund of the amount paid or payable to the supplier on behalf of the customer.
In any case, HSC at its discretion can offer to reschedule the service with open credit for a period not longer than 24 months, in case there is a variation in price and/or destination it will only be required to cover the shortage.

• Requests for cancellation/modifications must be informedby-email to reservation@happyshuttlecancun.com
• A 10% cancellation charge will be applied for allcancellations made with 24hrs or more. Restrictions apply, see below **
• No refunds or credit will be available for cancellations madewithin 24 hours prior the actual time of the reservation.
• Modifications are billable and subject to availability andapproval.
• For all tours the minimum modification time is before 6pm the day prior the tour date.
• Not all tours include transportation but if so, please be at the Hotel Lobby/or at the indicated pickup location 10 minutes before the confirmed pick-up time. There is no courtesy waiting time for tours. In case of not showing up at the confirmed pick-up time, the transportation will drive away and it will be considered a "no show" which will be considered as a cancelation with no refund.

**HSC is allowing any reservation that customers need to cancel dueto the Covid19 pandemic may do so under these revised cancellation policies.
Weare making every effort to help all effected by the virus as well as keep thecompany afloat so that we can service the needs in the future.
We realize thatmany of you have spent months planning your trip, wedding, special event or tourwith us and for that we are deeply sorry and are doing all we can to help! HSC willnow let you cancel a ride/booking for a full refund in the form of a future reservation credit.
A refund will not be possible in situations where the trip has tobe cancelled, interrupted and/or deferred by HSC for reasons of force majeure(beyond our control, such as, but not limited to, weather, hurricanes, earthquakes,acts of terrorism, pandemics, wars, etc.) and where the contractual obligations ofHSC with its suppliers do not allow it to obtain a refund of the amount paid orpayable to the supplier on behalf of the customer.
In any case, HSC at its discretion can offer to reschedule the service with open credit for a period not longer than 24 months, in case there is a variation in price and/or destination it will only be required to cover the shortage.

• Tour's reschedule is allowed with no additional fee requestedbefore 8 pm a day prior tour date.
• Weather: Rains do not affect the tour activities, all tourswill continue as scheduled. However, If port authorities close the boat'snavigation due to strong winds predictions, the tour could be rescheduled orcanceled. If canceled due to this port authorities instructions, customers willbe entitled to a full refund for those tours affected (snorkeling tours,Whale-Shark tour, scuba diving and/or catamaran tour).
• Health issues: For unforeseen sickness or injury that preventsto do the tour or activity, we will need a valid doctors prescription to avoidthe cancellation policies.
• Last minute changes: For immediate assistance, please call +52-998-887-4242 | Whatsapp +52-998-275-5018 |From the US 1-800-818-9821. The email responsewill be within the following 24 hours.
• Questions regarding your tour, please contact us at customerservice@happyshuttlecancun.comwith your reservation number.

We have front facing car seats and booster seatsavailable, 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 our team right away.Please remember that our vans provide multiple transfers throughout the day forhundreds of travelers and your belongings may get misplaced or picked up by anotherpassenger. Happy Shuttle Cancun IS NOT responsible for misplaced/forgotten items. If an item is left is found by our driver, security or carwashers, they will taken in to Happy Shuttle Cancun's Lost and Found where they willbe guarded until further instruction of the owner. We've helped sending dozens oflost items back to the owner in another country.

We can provide you with one free water bottle perpassenger on private shuttles only. If you would like soft drinks or beers, they are 2 USD each. Beers we carry are Corona. You will need to request this when makingyour reservation. Cans only, no glass bottles available for safety reasons.

For safety reasons, Happy Shuttle Cancun has the right to refuse the transportation service to anyone under the heavy use of alcohol and/or disrespectful behavior. If it's the case customers will lose the transportation service and no refunds apply.