Official Protocol

Airport Arrival Guide

Your first-class arrival begins with a clear plan. Please follow these mandatory instructions to ensure your vehicle is synchronized with your exit.

WhatsApp Communication is Mandatory

To coordinate your pickup, you must have an active connection (Mobile Data or Wi-Fi). Without WhatsApp, we cannot authorize driver entry into the terminal.

Step 01

Operations & Support

Upon landing, your reservation details are handed over to our Operations Team. They are responsible for monitoring your flight status and managing the driver's gate entry.

Please stay attentive to the WhatsApp thread from the moment you land.

Cancun Airport Landing
Step 02

Update your status

Cancun and Tulum airports can be chaotic. To secure your vehicle availability, please message us at these stages:

  • "I have landed"
  • "Heading to immigration"
  • "Waiting for luggage"
  • "I have my luggage" (CRITICAL MESSAGE)
Baggage Claim Area

IMPORTANT: AVOID TIMESHARE SCAMS

As you exit the terminal building, many unauthorized agents (often wearing uniforms similar to ours) will try to stop you or claim they are "your driver." DO NOT STOP. Walk directly to the designated meeting point. Our staff or driver will confirm your name and service only via WhatsApp or at the meeting bar.

Step 03

The Ready Signal

Per airport regulations, drivers cannot wait indefinitely at the pickup curb. We only dispatch the vehicle when you confirm "I have my bags".

Once you send the signal, the unit takes approximately 10 minutes to reach the meeting point.

Waiting at Meeting Point

Meeting Points

Cancun T2 & T4

Exit the building and head to the Welcome Bar.

Cancun T3

Exit the building and head to the Margaritaville restaurant.

Tulum (TQO)

Exit the terminal and look for Gate 4 (Ground Transportation Zone).

Operating Rules & Service Policies

These rules protect our operations and ensure high-quality service for all travelers. By booking, you agree to the following:

1. Dispatch Synchronization

The driver only enters the terminal when you are physically ready with luggage. We cannot wait inside the terminal building due to federal regulations.

2. No-Show Policy (60 Minutes)

If 60 minutes pass from your landing time and we have received no WhatsApp communication, the service is considered a NO-SHOW. The service is forfeited and non-refundable.

3. External Delay Limit (2 Hours)

We provide a 2-hour window for immigration/baggage delays. After 2 hours, we can no longer hold the operator. The service is forfeited and non-refundable.

4. Service Reactivation

Reactivating a forfeited service after 2 hours is subject to vehicle availability and carries an additional cost of 50% of the original service price.

Note: Our staff is positioned at terminals to assist. However, if they are attending to other guests, the WhatsApp channel remains your priority for a successful boarding.

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