Private Transportation to/from Cancun airport

Hello Reginald, Regarding your review, we understand your frustration; however, we would like to clarify what actually happened on the day of your arrival, as we have supporting evidence of the entire situation. Your driver was at the airport on time and waited for you at the designated meeting point for more than 90 minutes after your flight landed, holding a sign with your name. Once the driver confirmed that there was no remaining luggage from your flight and that you were not going to arrive at the meeting point, he left because the waiting time included in your reservation had already expired. During this time, we made multiple attempts to contact you via SMS, iMessage, WhatsApp, and phone calls, but you did not respond. When you finally contacted us and were ready to leave the airport, approximately two hours after your flight had arrived, we clearly explained that the service had been marked as a *traveler no-show* because you had not arrived, contacted us, or boarded the vehicle within the included waiting time. Despite this, when you asked us for assistance getting to your hotel, we did not simply leave you without an option. We arranged an additional vehicle for you. We were completely transparent that this would involve an additional charge, and, as a courtesy, we did **not** charge you the regular commercial rate for the transfer. The amount charged was only intended to cover the driver's fuel expenses and working hours. There was absolutely no scam or hidden charge involved. We clearly explained why the original service had been classified as a no-show, the waiting time that had been provided, and the additional cost of arranging a new vehicle after that waiting period had expired. You were fully informed of the alternative and voluntarily accepted it. If you genuinely believed this was a scam, you were free to decline the service and make your own transportation arrangements. We understand that the situation was frustrating, but describing it as a scam is simply inaccurate and does not reflect what occurred. Our team acted in accordance with the conditions of the reservation, made repeated attempts to contact you, waited well beyond the included waiting time, and still made an effort to assist you after the original service had concluded. We are always happy to assist our passengers, but we also believe it is important to be transparent about the facts and not allow a legitimate service charge to be misrepresented as an attempt to take advantage of a situation. We remain confident that the service was handled clearly, punctually, and professionally, and we have the supporting evidence available to substantiate the above.