Travel tips

Cancellations, flight delays and luggage: what to know before booking your transfer

You can cancel for free and get a 100% refund if you ask at least 24 hours in advance. If your flight is delayed, we adjust the pickup time at no cost. The driver waits up to 60 minutes at the airport and 15 at hotels, and each passenger brings one standard suitcase and one carry-on.

Equipo editorial My Local Shuttle2 min read
A traveler waits in the airport lounge with his feet on his suitcase as a plane takes off
On this page
  1. Cancellation
  2. Flight delays
  3. Waiting times
  4. Luggage
  5. On board
  6. Book ahead

Booking a transfer should give you peace of mind, not questions. These are the conditions that apply to your My Local Shuttle booking, explained with no fine print.

Cancellation

When you cancel What happens
24 hours or more before the service time Free cancellation and a 100% refund
Less than 24 hours before Not eligible for a refund

To cancel or change your booking, message us on WhatsApp or by email with your booking number. Our support team is available 24/7.

Tip: if your plans aren't final yet, book anyway and keep the free-cancellation deadline in mind: 24 hours before your transfer.

Flight delays

If your arriving flight is delayed, you don't need to do anything. We track your flight in real time and your driver adjusts the pickup time at no extra cost. That's why your booking needs the correct flight number.

Waiting times

Pickup location Waiting time
Airport Up to 60 minutes after your flight lands
Hotel or private address Up to 15 minutes after the scheduled time

If there is no contact after that, the service is considered completed and is not refundable. If you are running late, message us on WhatsApp as soon as possible.

For departure transfers, wait in your hotel lobby at the scheduled time.

Luggage

  • Each passenger can bring one standard suitcase and one carry-on.
  • Extra or oversized luggage (surfboards, golf clubs, large strollers) must be mentioned when you book, so we can assign the right vehicle.

On board

For everyone's safety, smoking and alcoholic drinks are not allowed in the vehicle, and service may be refused to intoxicated passengers.

Book ahead

We recommend booking at least 24 hours in advance. Your booking is confirmed once you receive your digital ticket after payment.

Still deciding how to get around? Read private transfer, taxi or bus from Cancun Airport. Full conditions are in our cancellation policy and terms and conditions.

Frequently asked questions

Can I cancel my transfer for free?
Yes, if you ask at least 24 hours before the service time. You get a 100% refund.
What if I don't make it to the meeting point on time?
The driver waits up to 60 minutes at the airport and 15 minutes at hotels. After that, with no contact, the service is considered completed.
How many bags can I bring?
One standard suitcase and one carry-on per passenger. Extra or oversized luggage must be mentioned when you book.

Editorial team

Equipo editorial My Local Shuttle

My Local Shuttle operations and customer care team in Cancun and the Riviera Maya.