Private Airport Transfer FAQs for Tulum & Cancun

TTC provides private transportation from Tulum International Airport (TQO) and Cancun International Airport (CUN) through airport-specific routes and selected service areas. Review the applicable airport hub and destination page before booking.

Use the airport shown on your flight itinerary. TQO identifies Tulum International Airport and CUN identifies Cancun International Airport. The airport, route and flight information entered in the reservation must match your travel details.

TTC serves selected destinations, hotels, villas and properties published in its route and service-area information. Provide the exact property name, address or Google Maps link so Customer Service can review the location when necessary.

Visit the Destinations page to browse routes from Tulum and Cancun airports. Individual airport hubs and route pages provide information for their corresponding destination or service area. See Tulum Airport Transfers, Cancun Airport Transfers and All Destinations.

Use the custom transfer request page and provide the airport, destination, property address, date, passenger count and luggage information. Submission of a request does not guarantee that the route or vehicle will be available.

A cancellation request must be received by TTC at least 24 hours before the scheduled pickup time. The deadline is measured from the confirmed pickup time, not from the flight departure time.

Cancellation requests received less than 24 hours before the scheduled pickup time are not eligible for a refund. The service has already entered the operational planning period and may have a vehicle and driver assigned.

A confirmed service may be treated as a no-show when the passenger does not appear for the scheduled pickup or does not provide the required cancellation notice. A missed or cancelled flight that is not reported to TTC at least 24 hours before the scheduled service is also treated as a no-show. No-show services are charged at 100% and are not eligible for a refund.

Contact TTC as soon as the airline confirms the cancellation or itinerary change. A normal delay affecting the original flight may be monitored for operational coordination, but a cancelled flight, new flight number, new airport or new travel date must be reported directly. Monitoring will not automatically detect a new reservation, so a newly booked flight must be submitted for review. Refund or credit eligibility depends on whether TTC received the cancellation notice at least 24 hours before the scheduled pickup.

Send the request in writing to TTC Customer Service by WhatsApp or email. Include the reservation reference, lead passenger name, service date, scheduled pickup time, airport, route and the specific service that must be cancelled. Customer Service will review the notice time and confirm whether the request qualifies for a refund or travel credit. Contact: WhatsApp or email. Never share full card numbers, CVV, passwords or sensitive banking details through WhatsApp or email.

When a cancellation qualifies for a refund, TTC processes it through the same payment method used for the reservation. Payment platforms may retain their non-refundable processing fee, currently approximately 5%. The time required for the credit to appear depends on the payment provider and the customer's bank.

When applicable, TTC may offer a travel credit valid for 12 months from the original service date. Changes must be requested before the service enters same-day operation and remain subject to vehicle, route and schedule availability. Airport departure pickup times cannot be changed on the same day. If only one segment of a round-trip reservation is affected, identify the exact service that must be reviewed.

Provide the arrival airport, airline, flight number, travel date, destination or property, passenger name, passenger count, luggage details and a reachable mobile or WhatsApp number.

Arrival flight information may be monitored for operational coordination. Passengers should still provide accurate flight details, keep their contact number reachable and follow any updated instructions from Customer Service.

Pickup instructions depend on the airport, terminal and current operating procedures. Review the instructions associated with the reservation and remain reachable in case Customer Service needs to provide an update.

Provide the exact property name and address, departure airport, airline, flight number, flight date, passenger count, luggage details and a reachable contact number.

Contact Customer Service when reservation details need clarification, the property or pickup point must be confirmed, luggage or special items were not reported, a flight was cancelled or changed, or a change may affect the scheduled service.

TTC Customer Service hours are 9:00 AM–7:00 PM local time. Requests submitted outside those hours may be reviewed during the next available service period.