FAQ

HOW DO I FIND EXCELLENCE TRANSFERS AT THE AIRPORT?

You will find our staff holding a sign with your name. Our staff will be waiting for you at the corresponding terminal for your flight.

WHERE WILL I FIND EXCELLENCE TRANSFERS AT THE AIRPORT?

After you finish customs process and you are ready to go, walk towards the exit to GROUND TRANSPORTATION zone (Taxi to Hotel). A staff member will be waiting for you at Ground Transportation area. Please refer to the MEETING POINTS for each terminal at Cancun Airport which will be indicated on the email reservation you will receive after you book with us.

HOW LONG DO I HAVE TO WAIT FOR MY VEHICLE AND DRIVER?

All our services are private so there's no waiting time for other travelers. Please be advised, Airport authorities do not allow us to have a vehicle waiting at the boarding platforms (in order to avoid over-crowding a very busy airport), therefore, the drivers wait outside the terminals until you are ready to go. It takes the driver 5-8 minutes to move from the designated waiting area into the corresponding terminal.

CAN PICK-UP TIME BE CHANGED AFTER I BOOK A SERVICE?

You may change or cancel 24hrs prior to the confirmed pick up time on your reservation. No fees or penalties for changes or cancellations requested 24 hours before pick up time. If you request cancellation or pick up time change within the 24-hour period before the confirmed pick time on your reservation, we will do our best to accept or give you possible pick up times, depending on availability. NO REFUNDS are accepted if we cannot accommodate you at a different pick up time if requested within the 24-hour prior to the confirmed pick up time on your reservation. Last minute changes are considered changes requested 6 hours before the indicated time on the reservation.

CAN I SHARE MY VEHICLE WITH OTHER PASSENGERS?

Our services are private, therefore, only the number of confirmed passengers may use our service. For safety reasons, Airport authorities or the National Guard may request an inspection and customer's reservation and our operation has to match the exact number of passengers on board.

DO WE MAKE STOPS BEFORE GETTING TO MY HOTEL OR ACCOMMODATION?

No. We take you directly to your hotel or accommodation.

Please let us know in advance if you wish to make a stop at a grocery store. Additional stops have additional costs.

A grocery stop is estimated a 1-hour stop. (Please be advised, just waiting in line at a grocery store is at least 15 minutes).

CAN I ASK THE DRIVER TO STOP AT CONVENIENCE STORES, RESTAURANTS OR SUPERMARKET BEFORE TAKING ME TO MY HOTEL OR ACCOMMODATION?

You can request the driver to make a courtesy-stop for a maximum 10-minutes at a convenience store (7-11, Go Mart, Oxxo).

Please be advised the driver cannot stop at a Supermarket or Grocery Store. Please contact customer service before pick-up if you need to make a stop at a supermarket or grocery store. Additional charges will apply.

CAN YOU PROVIDE TRANSPORTATION SERVICE FROM MY HOTEL TO OTHER DESTINATIONS?

We provide transportation/shuttle service from the airport to your hotel or accommodation and from your hotel to the airport only. Contact us for tours around the city or to other tourist attractions in the area.

CAN I CANCEL MY RESERVATION?

You may cancel 24hrs prior to your pickup time at no charge.
If you do not cancel 24hrs in advance, charges will apply.

CAN I TRAVEL WITH MY PET?

You may travel with your pet if you select the PRIVATE VAN service. Your pet needs to be IN THE CARRIER AT ALL TIMES. We understand some pets are for support, however, as important as it is to you, it is also important for us to keep our vehicles in impecable conditions in consideration to other travelers who might have allergies or other conditions.

ARE PRICES IN DOLLARS?

Prices are in USD.

CAN I PAY IN A DIFFERENT CURRENCY THAN USD?

We accept Euros and Canadian Dollars in CASH. No other currency is accepted. Please contact our office to ask for the applicable conversion rate if you are paying in Euros o Canadian Dollars. (cash only).

PLEASE BE ADVISED: If you pay with an international card, your bank will convert the payment from USD to your own currency automatically. Your bank statement will show the conversion rate applied.

OTHER FAMILY MEMBERS OR FRIENDS ARE ARRIVING ON A DIFFERENT FLIGHT, CAN WE GET PICKED UP ON DIFFERENT TERMINALS?

Yes, it's possible.

Please be advised, we can pick up all passengers when all flights have landed and when everyone is totally ready to go (after customs and after collecting luggage).

It is very important that you have communication with everyone and that they give real updates regarding their status after they have landed at the Airport.

Additional charges will apply if passengers confirm they are all ready to go, and when the driver arrives for pick up, it turns out someone in the group is not ready and the driver has to wait at the boarding platforms for more than 10 minutes.

IMPORTANT: Please make sure you have provided all flight details for your group or family arriving on different flights.

GENERAL INFORMATION ABOUT CANCUN INTERNATIONAL AIRPORT (PLEASE READ)

Cancun International Airport is a large and busy airport with 4 different terminals and an FBO that are NOT connected.

Terminal 2 domestic

Terminal 2 international

Terminal 3

Terminal 4

FBO

Each terminal has 2 sections: ARRIVALS and DEPARTURES

ARRIVALS section is a restricted area, only for travelers who have arrived on a flight. This section is also divided 2 areas:

FAMILY & FRIENDS (this area considered a public area, and only if you have family or friends picking you up, you should exit from here. If you have booked Airport Transportation, you should exit through Ground Transportation / Taxi to Hotel area).
GROUND TRANSPORTATION / TAXI TO HOTEL / TOUR OPERATOR (This is the official area for certified airport transportation, this is the only area where it is permitted to board official airport transportation vehicles).

WHAT HAPPENS IF MY FLIGHT IS CHANGED OR CANCELLED BY THE AIRLINE?

CONTACT US IMMEDIATELY if you are on a different flight. We need to be able to track your flight to adjust estimated pick up time accordingly. If you do not update your flight information and we are not aware that you are on a different flight (and different time of arrival), we will wait a maximum of 90 minutes past the original flight submitted on your reservation and if we do not make contact with you, we will report it as No-Show Traveler. No refunds apply for No-Show Traveler.

WHAT HAPPENS IF MY FLIGHT IS CANCELLED BY THE AIRLINE?

If you do not contact us and our team is ready for pick up at the original flight time submitted on your reservation, we will report it as No-Show Traveler. Charges will apply. No refund.

WHAT IS A NO-SHOW TRAVELER?

No-Show Traveler is applied when we do not make contact with the traveler. No refunds apply when it is a No-Show traveler. No additional vehicle will be provided for No-Show Traveler.

WHAT IS THE MAXIMUM WAITING TIME FOR TRAVELERS?

For ARRIVALS: The maximum waiting time is 90 minutes after the flight landed. If no contact has been made with the traveler, our team will report it as a No-Show and the driver will be automatically assigned another service.

For DEPARTURES: The maximum waiting time is 15 minutes. If no one is at the lobby (resort or hotel) or door (condo) at the indicated pick up time on the reservation, the driver will wait 15 minutes maximum.

If no one shows up, we will report it as No-Show Traveler and the driver will leave. No refunds apply.

WHAT HAPPENS IF I AM STUCK AT IMMIGRATION, CUSTOMS OR BAGGAGE CLAIM LONGER THAN THE 90-MINUTE WAITING TIME?

We can wait 30 more minutes if you reach out to us by call, email or text message to update us on your status.

If you do not reach out and we cannot reach you, we won't be able to wait more than the 90-minute maximum waiting time for arrivals.

IS TIP INCLUDED? (GRATUITY)

No, Tip is not included.

Tipping is customary in Mexico.

You can tip in cash in USD, MXN, Canadian Dollars or Euros.

Please be advised, if you tip in coins, the driver won't be able to use coins from your currency in Mexico. It is best to use bills (paper).

If you can’t find the answer you’re looking for, please contact us directly and we’ll be happy to supply you with all the information you need.

FAQ