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
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.
How does your private shuttles
work?
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.
I'm not staying at a hotel, can you pickme
up anyway?
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.
What if my flight is delayed?
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.
Can I change my departure time?
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.
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
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.
What if I can't find yourgreeter?
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.
What time will my shuttle pick me up
ondeparture?
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.
What are the restrictions
onluggage?
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.
What kind of vehicles are used?
We use VW Transporter vans, Toyota Hiace Vans
andEconoline 250 vans. All our vehicles are equipped with working seat belts and
airconditioning.
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.
Transportation to private homes?
(AirBnB,Condos, Apartments and or Villas)
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 and Cyber Monday promotions
terms and conditions
- 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.
How do I get a quote?
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.
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 dayreservations?
No, we require at least 24 hours for bookings.
How far in advance should I book
myride?
How can I pay?
When booking through our form on our website,
youwill need to pay online.
What's the next step
afterpayment?
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.
Shuttle Cancellation Policies?
- Requests for cancellation/modifications must be informed
by-email to reservation@happyshuttlecancun.com
- A 10% cancellation charge will be applied for all cancellations made 24hrs or more before the scheduled service date and time. 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.
Tour Cancellation Policies?
- 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.
Terms and conditions
- 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.
I'm traveling with children. Do you
provide car seats?
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.
Help! I've left a belonging in the
van.What can I do?
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.
Can I arrange specific drinks for my
shuttle?
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.
What happens if Happy Shuttle Cancun
notices a passenger or passengers under the influence of heavy use of
alcohol?
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.