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?

You will be able to board as soon as you contact our agent the airport. All our services are VIP so there's no waiting time. Please keep in mind that Airport authorities do not allow us to have a vehicle parked for long periods of time because there are other travelers that need to be picked up and other vehicles trying to pick them up, 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 each terminal.

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

You may change or cancel 24hrs prior to your confirmation. No fees or penalties for changes or cancellations requested 24 hours before pick up time.

CAN I SHARE MY VEHICLE WITH OTHER PASSENGERS?

Our services are private, therefore, only the number of confirmed passengers may use our service.

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

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

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.

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.