Frequently Asked Questions
What is a VIP service ?- We have available a regular service in Ford vans at lower prices than the VIP. The difference between the regular and VIP service is the type of vehicle provided, for VIP we use DeLuxe SUV's only.
- Why should I hire a private transportation service ?
- You are coming to a foreign country and for your safety you need to know who is handling your transportation service in case of any unforeseen issue. If you hire a public transportation service you will never know the real name of the driver and if the hired service is provided by a legal company or by the ones commonly called pirates, often not insured.
- Do you take credit cards?
- Yes, we honor major credit cards and PayPal. You can make the payment online after the reservation process or through your service voucher.
- If I need to cancel a pick up, what are the requirements?
- All cancellations must be made within 24 hrs prior to your arrival. To avoid being charged you must cancel your reservation within 24 to 12 hours before service time. You must provide confirmation # for each reservation.
- How can I locate my driver at the airport?
- In the 3 terminal buildings of the Cancun airport there is a "meet & greet" area where all travel representatives wait for their customers, our representative will be on that spot waiting for you. Look for the sign "VAN TRAVEL", give him your name and he will call your driver to approach to the boarding ramp, he always carry a list of passengers in order he fill up your service coupon, If you have a return service you must ask for this coupon to guarantee that your pickup time be as you requested.
- Are your rates the same than the regular fees at the airport?
- No, our rates are lower, this is because we work on pre-booked reservation basis only and we don't have to pay expensive parking fees and a booth location rent inside the airport terminals, this allow us to offer better prices and superior quality services than the regular ones offered at the airport ticket counters.
- Do you have a toll free number?
- Yes. After booking a service we verify the reservation and send a confirmation notice by email, in such email we includes a link to enter online to the service voucher which contains information of your reservation and the toll free numbers to call us from the USA or Canada, additionally we provide a domestic 1-800 number to call us while in Mexico.
- What if my flight is delayed?
- We always check with the airline 3 hours in advance if your flight is on time. If not, we will know exactly at what time it is going to arrive. If your flight is cancelled for any reason or you missed the plane, please go to any internet machine existing at most airports and email us to inform of your new arrival information either to cancel your reservation. If you do not have internet access, please call us from the USA or Canada to the toll free numbers that we provided in your confirmation voucher.
- Is it safe to travel with you?
- Absolutely, before we hire any member of our staff they need to pass several tests and provide sufficient personal information about them in a detailed personal resume. As rule the applicants must have the Mexican Federal driver's license which is not easy to obtain, no criminal records certificate issued by the police, anti-doping tests and referral letters issued by known local companies. All of our vehicles are fully insured and our drivers are bonded and subject to permanent training courses. Since the very moment you get in one of our vehicles we know exactly who is driving you to your hotel or to the airport, and the time the service is completed.
- If cancel a paid reservation can I get a refund?
- Yes. If you cancel and haven't used the service we will refund the full amount paid. If the payment was with Pay Pal we will refund the amount paid to the same account used, if paid with credit card the refund will be to the same card number. If you used one leg of the service and wish to cancel we will refund the non used service.
