• +52 (998) 277 6833


1.- How does “Joy transfers” services work?

The wait is only about 5 minutes, which is the amount of time that the van will take to reach the platform from its assigned parking lot. When you leave the hotel, we will take you directly to your destination.


2.- If my stay is not at a hotel, but at a private address, will Joy Transfers be able to perform the pickup?

Of course! Our site was designed to manage all sorts of locations as a pickup or destination point. Therefore our system will show the perfect fee for your pickup and destination points when you book your reservation. You can book your transfer using any device of your liking. Counting on your assistance to provide maps and precise directions, we can pick you up at any location you wish. The best way to do this is via email.


3.- What happens if my flight gets delayed?

Our airport representatives will have a detailed follow up regarding your flight status. It is not necessary for you to let us know the status of your flight. Tough. if for any reason your flight date or schedule is changed, it will be necessary that you let us know as soon as possible. We have a phone with a Whatsapp account where you can reach out for this and all of your processes’ purposes. (+52 1 (998) 277 6833).


4.- Is it possible to change my departures schedule?

Yes. As long as we are notified within a previous 12 hour range. Let’s keep in mind that last minute modifications to schedules can lead to operative problems and failures in our service.


5.- Where should I head once I arrive at the airport?

 Cancun airport counts with 4 different terminals. We recommend that you have in mind the following information:


  • Terminal 2 (national flights). When you reach the hallway to the exit, take the first door to the right (there you will find the hotel transfers area).
  • Terminal 2 (International flights). It only has one exit.
  • Terminal 3 (International flights). It only has one exit.
  • Terminal 4 (National & International flights). Head for the exit, making sure to take the exit hallway at your left, the one with the sign “Hotel Shuttle”.)


6.- How to find Joy Transfers at the airport?

Our staff is always wearing a blue uniform. They will be waiting for you just outside the terminal, holding a sign with your name and our company logo. (We strongly recommend to avoid the Timeshare agents inside the airport terminal).


7.- What if I can’t find a Joy Transfers representative?

You have nothing to worry about. Our representatives will always be waiting there for you. We recommend to always be aware and take a close look at the blue uniform and the representatives holding signs.


8.- Are there any luggage restrictions?

Any luggage that surpases a normal established size or that requires special attention has to be notified with advance to our agents, so we can make the proper arrangements for your transfer service.


9.- How long will my transfer take?

  • Cancun Hotel Zone: 30 to 40 minutes.
  • Cancun downtown: 30 minutes.
  • Playa Mujeres/Puerto Juárez: 45 to 60 minutes.
  • Puerto Morelos: 30 to 45 minutes.
  • Playa del Carmen: 45 to 60 minutes.
  • Puerto Aventuras: 1 to 1.2 hours.
  • Akumal/Tulum/Tulum Hotel Area (Boca Paila): 1 ½ to 2 hours.

Remember that these time schedules are always estimates due to traffic or any contingency.


10.- How do I obtain prices for Joy Transfers’ services?

Once you select and indicate all the options for your destination, a reservation fee will appear at your screen.

We take big efforts to have listed every hotel in the area for an easier service, but if the hotel or location of your choosing does not appear on our search engine, we invite you to contact us at reservaciones@joytransfers.com , where we will be more than happy to give you assistance.


11.- Do I really need to make a reservation in advance?

We strongly recommend making your reservation in advance, being that our prices have much lower fees than the ones at the airport terminal. If you take the time to make a reservation, yor transfer and your pocket will be protected and taken care of at all times.


12.- Do I need to print my confirmation email?

It is recommended. This way you’ll have your confirmation data at hand in case of it being necessary.


13.- Which are the payment methods?

We take 2 payment methods:

  • Debit or credit card.
  • Paypal payment method (it’s not necessary to have a paypal account).


14.- After you pay, you will receive an email confirmation. Coupons  are usually sent to the registered email in a term of 24 hours or less. We recommend checking the Spam or emails in case you don’t receive a confirmation at your inbox folder. In case you notice that the confirmation email hasn’t got to you yet, please send your receipt to reservaciones@joytransfers.com and our agents will help you out.


15.- Cancelation & modification policies.


Joy Transfers will program specific vehicles for your transfer service. This is the reason why it is important to provide the proper schedule information beforehand. For any changes or cancelation:


  • Call center: +52 1 998 277 6833
  • Email: electrónico reservaciones@joytransfers.com
  • Cancelations within 24 hours or more before the service have no fee.
  • Cancelations within 24 to 8 hours before the service will have a 50% fee over the cost of your service.
  • For cancelations made within 8 hours or less before your service, will not  qualify for a refund.
  • No refund will be given if the passenger does not show for the service.


16.- What will happen if my flight gets delayed?

As mentioned before, our agents will be monitoring your flight at all times.

We ask you to give notice beforehand if any changes occur.


17.- Will I have to share my transfer with others?

No, not at all. Our transfer services are completely private.

18.- My friends are traveling with me. Could I add them to my reservation?

It is possible, always that you give a previous 12 hour notification for us to make the exact arrangements. Keep in mind that the feed will most likely change, given that the amount of passengers is being modified. Give notice, otherwise our agent at the pickup location won’t be allowed to take the service for any additional not mentioned passengers.


19.- I have children traveling with me. Do you provide infant car seats?

We have front and back infant car seats that we can provide. Please ask your chauffeur for your seats at the moment of your transfer.


20.- What can I do If I left one of my belongings inside the transfer van?

Please call or contact our team immediately. Keep in mind that our vans bring transportation service to many people per day, Joy Transfers will not be responsible for any stolen or lost items, but if one of our agents is to find any lost items at the vehicles, he/she is obliged to take the article to the lost and found section, where the item will be kept until we receive instructions from the item’s owner.


21.- Can my driver stop at a convenience store?

Your driver is able to make a 5 minute stop. This will only be possible if this doesn’t create any detours. If you wish to make a longer stop, we ask you to notify this during your reservation process. Remember that longer stops will increase the amount of your service fee.


22.- Is Joy Transfers Pet Friendly?

Of course, we are! Your furry friend is always welcome with us. Select this option when you make your reservation, that way our employees will be aware, and they will make the proper arrangements for your pet to be safe and pampered.

Keep in mind that we don’t provide any kennels or animal transporters.


23.- Is the tip for the driver necessary?

That is completely up to the passengers’ choice, but it is in no way an obligation. Though, drivers’ salaries rely very much on tips, and they know they have to earn the tip by giving you the best service everytime you ride with us.