Maple Shuttles

Frequently Asked Questions

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  1. How will I find my driver?

    After clearing customs & picking up your luggage, go through the main sliding glass doors and you will see many company greeters. Look for our representative, holding a sign with your name and logo.

    Please be aware as you will see many timeshare vendors along the hall offering assistance with your transfers and selling tours, however, they have arrangements with the Airport Taxi Mafia and they will make you waste your time and lose your service with us.

  2. How does your concierge service works?

    Our concierge service is a plus when booking with us; with it you have one of our agents at your entire disposal before or during your trips to help you with any travel arrangements needed, which could be booking modifications, contacting your hotel to confirm your reservation, recommending and booking tours as per your preferences, arranging reservations on your preferred restaurants, etc.

    Our main intention with this service is to save you time and stress by giving you the confidence of having our honest advice and assistance in the unkown destination you are visiting.

  3. How will you know which drinks I’d like for my Luxury Ride?

    After receiving your booking, our agents will contact you to follow up with the drink’s request, pick up time and to clear any other doubts you might have. Make sure to write your email and phone number correctly so we can contact you.

  4. I am traveling alone, do I have to pay for 2 passengers?

    Since our services are private, prices are per vehicle and not per person. There is one rate for up to 2 passengers and a different one from 3 passengers in advance.

  5. What is your cancellation policy?

    All transfers that are cancelled up to 12 hours in advance from scheduled transfer time are entitled to a full refund. We ask at least 12 hours as we need to make changes on our Operation. If you request a cancellation once the driver has left for the pick up or is already at the pick up location, we’re not able to refund you.<br>If you wish to cancel your service please contact us and we’ll gladly assist you!

  6. What is your tips and gratuity policy?

    Our drivers have a base salary, however, they go above and beyond to make of your transfer a unique experience and exceed all of your expectations. Tips for drivers are not included on price and are completely optional according to service received. If you received an outstanding service, tips are appreciated.

  7. Can I make changes to my reservation?

    Of course! You are able to make unlimited changes to your booking as long as there are made with enough time in advance. These changes include pick up dates, times, number of passengers, destination, pick up location, service upgrade, etc. Please be aware that some changes may result in a price difference, if so, our agents will let you know and manage the refund or the extra charge.

  8. Can I stop for grocery shopping?

    Our services include a quick stop (5-10 minutes) in a convenience store on the way to your hotel (7Eleven, Oxxo, or similar). If you need more time, we can arrange a stop in a supermarket and charge is per hour. Just make sure to let us know prior to your service as we need to consider this extra time for our daily operation.

  9. Do you have car seats?

    Yes! Car seats and booster seats are available upon request, free of charge.

  10. Can I travel with my pet?

    Yes! We are pet lovers, so we can transport you with your pet, as long as you bring the corresponding carrier. If traveling with pets, please let us know in advance.

  11. What if my flight arrives at midnight?

    No worries! Our services are available 24/7. There is no surcharge at all.

  12. What if my flight is delayed?

    Since our services include flight monitoring, we will know of any changes made to your flight by the Airlines. If your flight information changes due to a flight change, loss, or something similar, make sure to let us know to make the modifications to your existing booking!

  13. Can I order extras for my ride?

    Sure! You can personalize your ride as much as you want to. If you wish to receive our drinks and snacks menu, just request it to our agents. We will make sure to have your order ready at the time of your service.

  14. Do I need to print my voucher?

    We are an eco-friendly company, so printing your voucher is not obligatory; having it ready to be shown on your mobile device is enough so an screenshot should work!

    As we have a list of customers arriving, having an ID and giving your name is also fine.

  15. Do you provide discounted rates for groups?

    Of course we do! Groups are considered from 12 people traveling together. Make sure to contact us so we can handle your transportation needs at an excellent rate.

If you don’t find answer to your doubts in our FAQ list, don’t worry! Just contact us and we will follow up with your inquiries ASAP.

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