Question 1

How far in advance should I book my transfer?

Accepted Answer

You must book your transfer at least 24 hours in advance.

Question 2

What is the average transfer time from the hotel to the airport and vice versa?

Accepted Answer

The transfer time from/to Benito Juárez International Airport to/from different areas of Mexico City is usually approximately 45 to 60 minutes.

Question 3

What pick-up time should I indicate?

Accepted Answer

For transfers departing from the airport, you must provide your flight number and your scheduled arrival time. For transfers departing from a hotel or other point in the city, you must provide your preferred departure time. We recommend requesting the Hotel-Benito Juárez International Airport transfer service at least 3 hours before your flight. If your flight departs from Felipe Ángeles International Airport, please consider requesting the transfer at least 4 hours in advance.

Question 4

How long will the driver wait?

Accepted Answer

At airports, the driver will wait for you up to 60 minutes after your flight's actual landing time. At hotels and apartments, the driver will wait for you 15 minutes after the time indicated in your reservation. If you need more time, you must call the contact number indicated in your reservation. In this case, additional charges may apply.

Question 5

Where will I find the driver?

Accepted Answer

At airports, the driver will wait for you in the arrivals hall just past baggage claim, holding a physical or electronic sign with the lead passenger's name. If the airport parking lot is full and the driver cannot enter, the driver will contact the passenger to arrange a meeting point. At hotels or other locations in the city, the driver will wait for you in front of the entrance whenever possible.

Question 6

Are the prices final? Are there any additional charges?

Accepted Answer

Unlike our competitors, our prices are final and include all expenses, including tolls. Additional charges or surcharges may apply if the destination is not in the indicated area or an additional stop is required during the trip.

Question 7

How many people can travel in the vehicle?

Accepted Answer

The number of seats indicated for each vehicle is the maximum number of people who can travel in addition to the driver. All passengers, including small children regardless of age, count as passengers. If the group is large, multiple vehicles must be booked.

Question 8

How many suitcases can I take?

Accepted Answer

During the booking process, you'll see the luggage capacity of each vehicle. Each vehicle's capacity is indicated in terms of the number of large suitcases and the number of carry-on bags. The maximum dimensions per suitcase type are:

- Carry-on luggage: the sum of the length, height and width must not exceed 115 cm.
- Large suitcase: the sum of the length, height and width must not exceed 155 cm.
- Large luggage: This must be confirmed upon reservation to confirm the type of vehicle to be assigned and any additional charges for changing vehicles.

Question 9

Do you have chairs for small children?

Accepted Answer

We have booster seats; please request them when making your reservation.

Question 10

How can I find out the flight number?

Accepted Answer

The flight number consists of two characters indicating the airline and up to four numbers indicating the flight number. Some examples are IB3506, UX1254, or 5Z1826. You can find your flight number in your airline's booking confirmation email.

Question 11

Do I have to notify if the flight is delayed?

Accepted Answer

Yes, you must let us know if your flight is delayed or cancelled.

Question 12

Why do I need to have a working smartphone?

Accepted Answer

It's essential to have a working smartphone, as we may need to call you in case of emergency, for example, if there's a special situation or the driver simply has trouble reaching you. We recommend using the WhatsApp app. If you don't have a signal, you can contact us using the Wi-Fi at your location.

Question 13

Who is responsible if I miss a flight?

Accepted Answer

The transfer company is not responsible for missed flights. Customers are solely responsible for knowing their flight departure time and requesting pickup service well in advance. In the event of city closures or demonstrations that may affect the transfer time to the airport, please notify us so that appropriate service adjustments can be made.

Question 14

Is it possible to make multiple stops?

Accepted Answer

If you need to make an intermediate stop during your transfer, for example, dropping one person off at one hotel and another at a different one, please be aware that this service may incur additional costs. Payment can be made online or directly at the destination and must be formally communicated in advance of your reservation.

Question 15

Can I share the vehicle with other people?

Accepted Answer

We offer both private and shared transfer services. With private services, the vehicle will be used exclusively by you and your group. With shared transfers, you share the vehicle with other travelers whose route is the same or similar to yours.

Question 16

Does the driver only speak Spanish?

Accepted Answer

Although we have bilingual Spanish-English drivers, we cannot guarantee that the assigned driver will speak English. However, the assigned driver will have all the necessary information to properly complete the transfer.

Question 17

What happens if my flight is cancelled?

Accepted Answer

If your flight is canceled 24 hours before your scheduled transfer time, you can request a refund for the service from the platform or through the agent with whom you booked the service. Otherwise, you can contact us to request a change to the time and/or day of your service so you can use it when you need it.

Question 18

Can I change or cancel my reservation after I've made it?

Accepted Answer

You can cancel or modify your reservation free of charge up to 24 hours before your scheduled time. After this time, no refunds are issued.

Question 19

What happens if I have problems with the driver or the vehicle?

Accepted Answer

We ask that you report any issues you experience to the contact numbers listed on your reservation. You can contact us via WhatsApp for direct and prompt assistance.

Question 20

Why is there a surcharge?

Accepted Answer

Our prices are calculated based on Mexico City's central and hotel areas, such as Roma, Condesa, Polanco, and Centro, as well as the airport transfers. Trips to more distant locations, such as Santa Fe, Xochimilco, or Perisur, may have an additional cost. If you require transportation to/from an area outside of these areas, please contact us before scheduling.

Question 21

Cancellation in dangerous areas?

Accepted Answer

We reserve the right to cancel suspicious transfer requests due to their location or time. For example, overnight trips to/from Ciudad Nezahualcoyotl, Tepito, or Ermita Iztapalapa.

Question 22

Can I pay the driver in cash?

Accepted Answer

Most of our services require prepayment online. If you require cash payment, this option will be clearly indicated during your booking process. We recommend confirming with our customer service team before your transfer.

Question 23

Can you pick me up or drop me off at Airbnb or apartments?

Accepted Answer

Yes, we can pick you up or drop you off at an Airbnb or private apartment. It's important that you provide the exact address and, if possible, a nearby landmark so the driver can easily locate you.

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