Frequently Asked Questions

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 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.

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.

Due to the high demand for transportation requests going to private homes, we kindly ask customers to get from the homeowners the exact home 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 of result of the driver turning around or spending extra time after reaching the location will incur an additional cost of $15.00 US for every 15min extra time.
Our drivers are constantly performing scheduled services throughout the day (one right after another one). They are limited to go from one point to another on schedule and they might have another service after yours. Help us to help you to complete your transportation free of worries.

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.

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.

• Requests for cancellation/modifications must be informed by-email to reservation@happyshuttlecancun.com
• A 10% cancellation charge will be applied for all cancellations made with 24hrs or more. Restrictions apply, see below **
• No refunds or credit will be available for cancellations made within 24 hours prior 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, there is a 15 min tolerance window in which the client has to be on the motor lobby of the hotel for their pickup. 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 cancelation with no refund.

**HSC is allowing any reservation that customers need to cancel due to the Covid19 pandemic may do so under these revised cancellation policies.
We are making every effort to help all effected 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.
Customers must rebook their ride to occur on or before 12/31/2021.
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 12 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 informed by-email to reservation@happyshuttlecancun.com
• A 10% cancellation charge will be applied for all cancellations made with 24hrs or more. Restrictions apply, see below **
• No refunds or credit will be available for cancellations made within 24 hours prior 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, there is a 15 min tolerance window in which the client has to be on the motor lobby of the hotel for their pickup. 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 cancelation with no refund.

**HSC is allowing any reservation that customers need to cancel due to the Covid19 pandemic may do so under these revised cancellation policies.
We are making every effort to help all effected 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.
Customers must rebook their ride to occur on or before 12/31/2021.
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 12 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 requested before 8 pm a day prior tour date.
• Weather: Rains do not affect the tour activities, all tours will continue as scheduled. However, If port authorities close the boat's navigation due to strong winds predictions, the tour could be rescheduled or canceled. If canceled due to this port authorities instructions, customers will be 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 prevents to do the tour or activity, we will need a valid doctors prescription to avoid the 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 response will be within the following 24 hours.
• Questions regarding your tour, please contact us at customerservice@happyshuttlecancun.com with your reservation number.

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

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 2 USD 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.