How far in advance does the transfer from my accommodation to the airport pick me up?
As a user, you can decide the time of your pick-up, of which we strive to be 5 to 15 minutes before, in case you are ready to leave for the airport at that time or wish to wait until the requested time.
How long before my flight takes off should I request to be picked up from my accommodation?
We recommend that you check the transfer time from your accommodation to the airport in the preferred navigation application and from this estimated transfer time add 2 hours if you have carry-on luggage and 3 hours if you have checked luggage and 30 minutes for any unforeseen event or accident that occurs. can be found on the way.
How far in advance does the transfer from my hotel to another hotel, tour or tourist destination pick me up?
As a user, you can decide the time of your pickup, of which we strive to be 5 to 15 minutes before, in case you are ready to leave for your destination at that time or want to wait until the requested time.
Does the carrier offer any type of insurance for passengers during the trip?
All passengers in our vehicles have insurance in case of road accidents.
Can I change my pick up time?
Yes, keep in mind that WELCOMESHUTTLE.COM, in the event that the schedule change is made within 12 hours before the service, will charge a fee (“service charge”) associated with the administrative management that is carried out in the cancellation process. and/or change of the tourist services initially purchased, this charge will be ten American dollars (10 USD).
What happens if I don't show up to use a reservation or my flight is delayed?
If you do not show up to use your reservation on the indicated date and time (or arrive late), what is known in the tourism market as: “No Show” is configured and you will not have the right to demand a total or partial refund of the amount paid.
How do I find them at the airport?
When heading to the airport exit, please follow the signs that will take you to “Private Transportation/Platforms/Pre-contracted Services”, where the operator, in the light red uniform, will be found in the terminal of your arrival with a banner that contains the name registered in the service reservation or, failing that, our WELCOMESHUTTLE.COM logo in blue and orange letters on a white background.
Can I add more passengers to my service?
Yes, remember that your service is private and for the pre-contracted number of passengers, so increasing the number of passengers will sometimes entail an extra cost that must be paid before taking the transportation, for which you must contact our team to add passengers and inform you, if applicable, of the extra cost corresponding to your reservation and provide you with the corresponding payment link via email or WhatsApp message.
How long can the driver wait for me?
The driver will arrive 5 to 15 minutes before the requested time, and will wait for you 30 to 40 minutes after the requested pickup time at the airport, lobby or designated origin.
How long in advance should I reserve the service?
The service can be reserved at no additional cost to that indicated on the page up to 24 hours in advance, however, one hour is the limit and when there is availability of vans and operators to make the transfer
Are there child seats and how do I request them?
Yes, this is requested through the website when making the reservation, there is a box: “Special request”, there you must fill it out with what is required
How do I confirm that the reservation has been made?
After making the payment through the WELCOMESHUTTLE.COM page, you will receive a confirmation email, so it is important to correctly write the email that you provide during the reservation. If you do not receive it, it is important to contact us and provide your reservation number or Failing that, the information of the requested service to track your reservation and confirm that it has been made correctly in our system.
Can I request that they have drinks waiting for us in the vehicle?
Yes, at the time of making the reservation, there is a “Special request” box, there you must fill it out with what is required and our team will contact you once the reservation is completed as soon as possible within the next 12 hours to confirm your reservation. request and in case of carrying drinks other than bottled water, the corresponding quote for payment and that they are ready in the vehicle upon your arrival or to the destination you are going to.
