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27 answers
Booking and prices
Prices, vehicles, what is included, groups
Is the price per person or per vehicle?
Per vehicle. Four travellers pay the same as one. Taxes, tolls, luggage and the meet & greet are included.
Is the transfer shared with other passengers?
Never. The vehicle is yours from the airport to your door, with no stops unless you add them.
Do you have child seats?
Yes, free. Choose infant seats or booster seats in the extras step. We install them before you arrive.
We are more than seven. What do we book?
A group van (up to 15) or two passenger vans. The search shows both with the price per vehicle; the price per person is usually lower than a shuttle.
How far in advance should I book?
Any time up to 4 hours before landing. Booking 24 hours ahead gets the online rate, 30% below the counter price.
Pickup and arrival
Where the driver waits, delays, terminals
Where does my driver wait?
Right past the exit doors of your terminal, behind the barrier, holding an eTransfers sign. Your voucher shows the exact exit for your terminal.
My flight is delayed. What do I do?
Nothing. We track your flight number and move the pickup on our own. Your driver waits up to 60 minutes after landing at no charge.
How do I recognize my driver?
24 hours before landing you receive the name, photo and plate in MyTrip and by WhatsApp. Compare them before boarding. Our drivers never ask you to pay.
Do I have to stop at the counters inside the airport?
No. The counters inside the arrivals hall sell timeshare tours and taxis. Walk past them; your driver is outside.
What if I cannot find my driver?
Open MyTrip and tap Call, or write on WhatsApp. Dispatch sees your driver on the map and guides you in under a minute.
Changes and cancellation
Edit, cancel, refunds, no-shows
Can I cancel?
With the Premium fare, yes: free up to 24 hours before pickup, from MyTrip, in one tap, and the refund goes back to the same card within 5 business days. The Economy fare has no free cancellation.
Can I change my flight, hotel or passengers?
Yes, from MyTrip. With Premium, changes are free up to 12 hours before pickup; with Economy you get one included change if you let us know at least 24 hours ahead. Changes of hotel within the same zone keep the same price.
What happens if I miss my flight?
Tell us your new flight from MyTrip or WhatsApp. It counts as a change to your booking: with Premium it is free up to 12 hours before pickup; on Economy it is your one included change if you give us 24 hours’ notice. Outside those windows, we move it subject to availability. If the airline delayed or changed your flight, we adjust the pickup at no cost.
What is a no-show?
Not showing up at the pickup point without notice. After 60 minutes of waiting we release the driver and the leg is charged. Write to us before that and we wait.
Payments and receipts
Cards, PayPal, invoices, currency
Which payment methods do you accept?
Visa, Mastercard, American Express, Apple Pay, Google Pay and PayPal. Payments are processed by Stripe and PayPal; we never see your card.
When am I charged?
When you complete the booking. There is no deposit or pay-later option; the all-in price you see is the price you pay.
Can I pay in my currency?
Prices display in 12 currencies, Canadian dollars included. The charge is made in US dollars; your bank converts it at its rate.
Can I get an invoice (factura)?
Yes. Request it from MyTrip within 30 days with your RFC or tax ID. We email it within 24 hours.
Do I tip the driver?
Tips are not included and never expected. If you want to tip, cash is welcome.
Tours and excursions
Pickup, what to bring, kids, weather
Where do tours pick me up?
At your hotel lobby or a meeting point nearby, at the time shown on your voucher. The exact time arrives the day before by WhatsApp.
What should I bring?
Biodegradable sunscreen, swimwear, a towel and cash for souvenirs. Each tour page lists what to bring.
Can kids come?
Most tours accept children from 4; some have a minimum age. The tour page shows it and the checkout asks their ages.
What if it rains?
Tours run in light rain. If the operator cancels for weather, you choose another date or a full refund.
MyTrip and vouchers
Your booking online, voucher, your driver
What is MyTrip?
The web app that comes with every booking. Follow your driver, change the flight, share the trip and download the voucher. No download, no password.
How do I open MyTrip?
From the link in your confirmation email or WhatsApp. Lost it? Enter your reference and email on the Manage booking page.
Do I need to print the voucher?
No. Show it on your phone; it works offline. Your driver already has your name on the sign.
Can my family follow the trip?
Yes. Tap Share trip in MyTrip and send the link. They see the car on the map in real time.
Try other words, or ask IAN below.
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Airport self-service
Arrival instructions, terminals, flight status and safety, per airport.
Guides that answer the rest
Cancun is two cities, and most trips only see one
There is the Hotel Zone — 22 kilometers of sand between the Caribbean and a lagoon, where almost every visitor sleeps — and there is downtown Cancun, a working city of nearly a million people where the food is better and nothing has a beach. Choosing between them, or splitting your nights between the two, decides more about your trip than which resort you pick.
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The Riviera Maya is a road, not a resort
Nobody lives in the Riviera Maya. It is a marketing name for the stretch of coast running south from Puerto Morelos to Tulum — a hundred and thirty kilometers of Highway 307 with towns, cenotes, reefs and resorts hanging off it. When a hotel says it is "in the Riviera Maya", that tells you almost nothing, and the difference between one end and the other is two hours of road.
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Playa del Carmen: the town you can walk, and the resorts you cannot
Playa del Carmen is the one place on this coast where you can land, drop the bags and not arrange transport again until the flight home — but only if you sleep in the right part of it. The center is a grid you can cross on foot, with the beach at one end and the ferry at the other. Half the hotels sold as "Playa del Carmen" are nowhere near it.
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