Frequently Asked Questions
General Service | Booking, Payment & Cancellations | Customer Service
How does your shared shuttles work?
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).
How does your private shuttles work?
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.
I'm not staying at a hotel, can you pick me up anyway?
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.
What if my flight is delayed?
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.
Can I change my departure time?
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.
How do I find you at the airport?
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 to the right, in front of the Meeting Point Café.
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.
What if I can't find your greeter?
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 email@example.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.
What time will my shuttle pick me up on departure?
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.
What are the restrictions on luggage?
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.
What kind of vehicles are used?
We use VW Transporter vans, Toyota Hiace Vans and Econoline 250 vans. All our vehicles are equipped with working seat belts and air conditioning.
How long does my trip last?
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.
How do I get a quote?
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.
Are reservations required?
Yes, we require a minimum of 24 hours for bookings. Our shuttles are pre- booked only. Shared or private.
Do you make same day reservations?
No, we require at least 24 hours for bookings.
How far in advance should I book my ride?
At least 24 hours.
How can I pay?
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.
What's the next step after payment?
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 firstname.lastname@example.org to receive it.
I want to cancel my shuttle. What do I do?
Email us to email@example.com, with your reservation number or transaction ID, along with a note requesting your cancelation.
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.
I´m traveling with children. Do you provide car seats?
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.
Help! I've left a belonging in the van. What can I do?
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.
Can my driver stop by at a convenience store?
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.
Can I arrange specific drinks for my shuttle?
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.