Frequently asked questions

Choose where you're going from and to (airport, hotel, vacation rental, park, bus terminal or ferry), the date, passengers and vehicle. Fill in your details and pay online. You'll get an email with your booking code.

You can book online up to 10 hours before your service. If it's sooner or for the same day, message us on WhatsApp and we'll check availability right away.

Online by credit or debit card, securely through Stripe; we never store your card details. You can pay in Mexican pesos (MXN) or US dollars (USD). If you booked via WhatsApp, we'll send you a payment link.

Yes. If you cancel at least 24 hours in advance, we refund 100% to the card you paid with. To change or cancel, request it from WS Go or on WhatsApp.

Your driver waits with a sign with your name at your terminal's meeting point: Terminal 2 Domestic, at the Welcome Bar; Terminal 2 International, at the Welcome Bar; Terminal 3, at Margaritaville; Terminal 4, at the Welcome Bar. If you can't find them, message us on WhatsApp; we're available 24/7.

No problem. We track your flight with the number you give us when booking and, once it lands, your driver waits up to 90 minutes at no cost. That's why it's important to give us your correct flight number.

For departures, the driver waits up to 30 minutes after the pickup time. If something comes up, let us know on WhatsApp.

Per vehicle. Transfers are private: you pay one fixed rate for the whole vehicle, regardless of how many passengers ride within its capacity.

Sedan or SUV for up to 3 passengers and 3 bags, Van for up to 8 passengers and 8 bags, and Sprinter for up to 21 passengers and 16 bags. For a Suburban (special request only) or larger groups, message us on WhatsApp.

Sedan (Volkswagen Jetta, KIA K3, Nissan Altima or similar): 1 to 3 passengers with light luggage. SUV (Toyota Sienna, Toyota Avanza or similar), if you prefer something roomier than a sedan. Van (Volkswagen Transporter, Toyota Hiace, Nissan Urvan or similar): for groups and families with more bags. The Suburban is not in the website catalog: it is available by special request only, at a different rate; message us on WhatsApp for a quote. Models are a reference: we guarantee the category and capacity you booked, not a specific model or year.

We don't charge for extra bags as long as they fit in the vehicle you chose. If you're bringing additional or special equipment (for example golf clubs or surfboards), let us know when you book.

Yes. Booking both ways together gets you 10% off the total. For the return we ask for the time we should pick you up at your hotel.

From Cancún Airport to the Hotel Zone, Downtown Cancún, Costa Mujeres, Playa Mujeres, Isla Blanca, Puerto Morelos, Playa del Carmen, Puerto Aventuras, Akumal, Tulum, Bacalar, Chiquilá, Chichén Itzá, Valladolid, Mérida and more. We also go to parks, bus terminals and ferries. If your destination isn't in the search, message us on WhatsApp.

Yes. Pick your origin hotel and your destination in the search and you'll see the price right away. If both are in the same zone, you pay that zone's rate.

Type its name in the search; you'll also find vacation rentals, parks and terminals. If it isn't there, enter the full address when booking or message us on WhatsApp and we'll help.

Yes, and they're free of charge. Add one in the extras step when booking.

When you book you'll get an email with your code. Once our team confirms your transfer, you'll get a confirmation email. You can check the status anytime in WS Go.

Go to WS Go, enter your code and the email you booked with, and we'll send you a private link. There you can see your details, pay any balance and request changes (time, flight, hotel, add the return or cancel). We'll reply by email or WhatsApp.

If your booking has a pending balance, we'll email you a reminder with a button to pay. You can also pay from My booking.

Yes. If you need a Mexican tax invoice (CFDI), request it at our contact number. VAT (IVA) is not included in the rate and is charged separately when invoicing.

Yes. All our vehicles have GPS and Federal Tourism Transport insurance.

On WhatsApp or by phone at +52 1 998 131 1195, by email at info@welcomeshuttle.com, or from the blue Help button on any page. We're available 24/7.

Susi is our virtual assistant in the site chat. She gives you a quote right away and the link to book. For changes, cancellations or special cases she connects you with a person on our team.

Yes, for example, to the archaeological sites of Chichén Itzá and Tulum, as well as tours available by the hour. Check them out in the Tours section and get a quote via WhatsApp.

Yes. We combine several vehicles so the whole group arrives together, and we also offer wedding transportation in Cancún, Playa del Carmen and Tulum. Message us on WhatsApp with the date, number of passengers and destinations, and we'll send you a quote.