Pick Up Instructions
Hello! Thank you for booking your private transfer with us. To make your pick up fast and stress-free, please follow these steps.
Requirement (WhatsApp is mandatory)
You must have WhatsApp active with mobile data or Wi-Fi and enough battery. Our official coordination channel is WhatsApp.
Step 1) Customer Service and Operations
This number is for Customer Service and follow-up. Your information is shared with our Operations team, which coordinates the driver’s entry and your exact meeting point. Please stay alert for their messages.
Step 2) Keep us updated
- I landed
- I am going to immigration
- I cleared immigration
- Waiting for luggage
- I have my luggage
Step 3) Important confirmation + meeting point
The driver enters the terminal once you confirm: “I have my luggage”. The driver may take up to 10 minutes to enter the terminal.
Meeting points by terminal:
- Terminal 2 or 4: Welcome Bar
- Terminal 3: Margaritaville
Step 4) Meet your driver and board
Once you identify your driver, or after confirmation through WhatsApp, verify your service, walk with the driver and board your assigned vehicle. In some cases, due to airport logistics, the meeting may be coordinated only through WhatsApp without a sign.
Important No-Show Policy
The driver enters only when you are ready: Due to airport rules and logistics, drivers cannot enter and wait indefinitely. Entry is coordinated once the passenger confirms they are ready, ideally by sending: “I have my luggage”.
No communication = No Show (60 minutes): If 60 minutes pass from your scheduled time or flight landing time and we receive no WhatsApp messages from you, the service will be considered a NO SHOW due to lack of communication. The service will be lost and is non-refundable.
Maximum waiting time for external delays (1 hour 30 minutes): We understand that immigration, baggage claim, customs or airline delays may occur, but these circumstances are outside our control. If 1 hour and 30 minutes have passed from the flight landing time and the passenger is still not ready to board, the service will be lost and is non-refundable.
Departures to the airport (maximum 15-minute wait): For transfers from a hotel, resort, Airbnb or any accommodation to the airport, the passenger must be completely ready at the scheduled pick up point and time. The driver may wait a maximum of 15 minutes. If the passenger is not ready or does not appear after that time, the service will be considered a NO SHOW and is non-refundable.
Reactivation (optional, subject to availability): If you wish to reactivate the service after 1 hour and 30 minutes or after it has been considered a NO SHOW, we must assign an available operator at that time. This has an additional cost of 50% of the current total service price and is subject to availability.
