Frequently asked questions about our flights

1. Where will I arrive in Cancún airport?

 

All our flights arrive and depart from the FBO (Fixed Based Operations) terminal in Cancún international airport. FBO is generally used for private aviation. When you arrive at FBO there will be staff there to guide you.

 

 

2. How do I get to the FBO terminal in Cancún?

 

If you're flying into Cancún airport, you'll land at terminal 1, 2, 3or 4. There's a free shuttle every 30 minutes running between these terminals which takes you to the FBO. If you prefer, we can arrange transfer between your terminal and the FBO for 30 USD so that you have a driver waiting with a sign with your name on it when you land. Its way faster and easier.

 

Please allow about 60 to 90 minutes for getting through customs, collecting your luggage and changing terminal changing and to reach the private airport terminal.

 

 

3. How many passengers and how much luggage can fit in the plane?

 

The small Cessna 206 plane can carry 350 kg (about 780 pounds) - this is more or less the weight of 5 people. If you have a lot of luggage, you're probably going to have to reduce the number of passengers. There's limited space for hard suitcases in this smaller plane. 

 

 

4. Are there any extra costs?

 

Under some circumstances, you'll need to pay an airport tax. If you're flying out of Cancún this is 162 pesos. If you're flying out of Playa del Carmen the fee is 4 USD. If you're flying into and out of Cancún airport on the same day, you will not have to pay the airport fee.

 

If you're paying for your flights by credit card, we charge a 16% surcharge. 

 

 

5. When do I pay?

 

If you're flying from Holbox, we'll usually collect the money at the airport just before your departure. If you're flying out of  Cancún the pilot will collect your money before you fly. 

 

 

6. Do I have to pay a deposit?

 

Yes, if you're flying from Cancun we ask for a deposit of 70 USD to confirm your booking. For flights from  Holbox you'll need to pay 50% of the total cost one day before. 

 

 

7. What information do I need to provide to book a flight?

 

You'll need to provide us with:

 

  1. All passenger names in full
  2. Flight number, airline and arrival time for flights from Cancún
  3. If you're a group of more than 3 people, you'll need to provide us with passenger and luggage weight
  4. Your mobile number (don't forget to add your country code.)
  5. Your email address
  6. Name of your hotel
  7. What time you wanne book the private plane?( please shedule min. 1 1/2 hours between your flights)
  8. What email adress can we use to sent a request for the deposit on paypal? 

 

8. Do I need to confirm my flight?

 

Yes! Please contact us 1-2 days before departure to confirm the flight. If strong wind or rain is forecast we may not be able to fly.

 

Safety is always our first concern. If weather conditions or a technical problem prevent us from taking off we cannot take responsibility for your onward flights and travel connections. We strongly advise you to have a back up plan in case we are unable to fly.

 

 

We can help you to find land transportation if necessary. Private air conditioned vans between Cancún and Chiquilá (the small port where the ferry to Holbox leaves from) take around 2 hours and cost 130USD. Ferries and private boats  take around 25 minutes to travel from Chiquilá to Holbox.  The ferry costs 140 Pesos per person and leaves every 30 minutes. 

 

 

9. How can I share the cost of the plane?

 

We don't organise groups but you are very welcome to post a message on our us on Facebook page if you are looking for others to share costs and hire a plane with you. Don't forget that the maximum weight for our smaller plane is 350kg. 

 

 

10. How do I get a last minute ticket?

 

Check on our Facebook page where we post details. If we have any special offers, they're usually posted the evening before, or sometimes on the same day as the flights. These tickets are for the returning leg of a trip that's been booked for another customer - i.e. someone's booked a flight from Cancún to Holbox, so there's an empty plane flying back from Holbox. This means that if the customer cancels or changes their flights, your cheap last minute ticket is going to be affected too. 

 

However, these tickets are very popular! They work well for people without a connecting flight or people working on a very flexible schedule. 

 

 

11. What is your refund policy?

 

If WE have to cancel your flight because of weather or technical issues, we'll refund 100% . 

 

If YOU cancel your flight up to 48 hours before your transfer, we'll give you a full refund. If you cancel between 24 and 48 hours before, we'll give you a 50% refund. If you cancel you transfer 24 hours before, we don't offer any refund. 

 

 

Frequently asked questions about our vans

1. Where does the transfer pick me up?

 

Depend on your destination: your Hotel lobby, car parking area, ferry port, airport at your arrival terminal.

 

 

2. How do I find the driver?

 

The driver will always have a sign with your name on it.

 

  • Cancún airport terminal 1: Guacamole Bar
  • Cancún airport terminal 2: Welcome Bar
  • Cancún airport terminal 3: Magaritaville Bar
  • Cancún airport terminal 4: There are TWO exits, please take exit on the left, signposted as 'Transfer/ Travel agency' then walk straight until you arrive at the taxi parking area. Wait at platform B. If you see a bar on your rights side you took the wrong exit and have to go back!
  • Chiquilá Ferry Port: As you get off the ferry, walk straight to the gasoline station on the left side

 

If you're being collected from a hotel on the mainland, please wait in the hotel reception/lobby. 

 

 

3. How many passengers and how much luggage can fit in the van?

 

The small van fits up to 6 people with normal luggage.

The big van fits up to 9 people with normal luggage (and kite gear)

 

 

4. Are there any extra costs?

 

No, unless your are happy with the service and would like to tip your driver. 

 

In some parts of the Riviera Maya there is a faster toll road. The driver will give you the option to take the fast road, but you will have to pay the toll. This will be about 8 - 10 USD. The driver will be able to tell you how much it is exactly. 

 

If you would like to stop anywhere, perhaps at a supermarket, we charge 500 Pesos extra for each hour the driving and van are waiting.

 

 

5. When do I pay?

 

We'll ask for a deposit to be paid via PayPal to confirm your booking. The remainder should be paid in cash to the driver. 

 

From Holbox, we'll usually collect the money at your hotel one day before.

 

 

6. Do I have to pay a deposit?

 

Yes, to confirm your transfer you'll need to pay around 50 USD. 

 

 

7. What information do I need to provide to book a van?

 

You'll need to provide us with the following information (all of which is requested on the booking form):

 

  1. Date and time for your booking
  2. All passenger names in full
  3. Your mobile number (don't forget to add your country code.)
  4. Your email address
  5. An email address we can use to charge you on Paypal
  6. If you're booking a transfer from Cancún airport, we'll need the name of the airline, the flight number and time of arrival
  7. If you're being picked up from a hotel on the mainland, we'll need the full address of the hotel

 

8. Do I need to confirm my booking?

 

Yes, that would be great! Please contact us a day before your transfer and reconfirm your booking.

 

9. How can I share the cost of the van?

 

We don't organise groups but you are very welcome to post a message on our us on Facebook page and there is a group  called HOLBOX share your transfer.

 

 

10. How long does the transfer take?

 

 Please feel free to ask us about your specific journey, but for the most common journeys here are some approximate timings:

 

  • Chiquilá to Cancún Hotel zone/ airport -  2.5 hours
  • Chiquilá to Playa del Carmen - 2 hours
  • Chiquilá to Tulum around -  3.5 hours
  • Cancún to Playa del Carmen -  1 hour
  • Cancún to Tulum - 2 hours

 

The journey will be faster if you're able to take a toll road. 

 

 

11. What is your refund policy?

 

If WE have to cancel your van for any reason we'll refund 100% of your money. 

 

If YOU cancel your transfer up to 48 hours before your transfer, we'll give you a full refund. If you cancel between 24 and 48 hours before, we'll give you a 50% refund. If you cancel you transfer 24 hours before, we don't offer any refund. 

 

 

12. Can i pay with credit card or paypal?

 

Payments with credit card are not possible. Our drivers don't have a machine. You should pay the deposit on Paypal, or in cash if you're in Holbox. 

 

 

13.  Where do i find info about ferry times and tickets for Holbox?

 

Click on the Holboxeño guide and find all info about Holbox. click here.

 

 

14. How long does the ferry take between Chiquila and Holbox?

 

The ferry takes around 30 min. Usually the ferry goes every 30 minutes between 5am and 9:30pm. Tickets are available at the ticket counter in the ferry port for 140 Pesos per person.

 

 

15. Are there taxis available in the Holbox ferry port?

 

There are taxis between 5am and 10pm, but Holbox is a small island and we have only a few taxis, you might have to wait a few minutes. Prices are between 30-50 Pesos depend on the Hotel you are staying at.

 

16. If the plane arrives late will my transfer wait?

 

It's very important that you provide us with the correct flight number, airline and arrival time, so we can track your flight and can be updated about cancelations or delays. We will wait as long as possible, no worries.

 

 

17. How long will I need to get out of the airport?

 

From our experience you will need between 30-60 min. Sometimes it takes up to 2 hours if the airport is very busy. 

 

Please send us an email if you didn't find what you needed here.