DL
Denys LDear Customer Support,
We were at the original pickup location (Pizza Hut) by 4:20 PM, well before the scheduled departure. The staff at the store also told us that the shuttle would be arriving soon.
However, your company changed the pickup location without informing us in advance. The WhatsApp number provided on our ticket was not available, so we had no way to contact you.
At 4:50 PM, we finally received a text message saying that the pickup location had changed and that you had been unable to reach us. As soon as I received that message, I immediately tried calling and messaging the new number via both WhatsApp and regular phone calls, but all of my attempts were ignored.
Because of this, we missed our transfer through no fault of our own.
As a fair resolution, I would like to request that you provide our return transfer from Holbox to Cancún on August 8 at no additional cost, using the value of the tickets that we were unable to use due to this situation.
I look forward to your prompt response and hope we can resolve this matter fairly.
Kind regards,
Denys
Cancun Airport to Chiquila Ferry Terminal, Van Tourist, Chiquila Holbox Extreme, Aug 5, 2026
SP
Sara PDo not buy! I was not pickedup and now they don't want to refund
Cancun Airport to Chiquila Ferry Terminal, Van Tourist, Chiquila Holbox Extreme, Aug 3, 2026
KT
Kristel TClear instructions where the pick up place was and they were on time. Comfortable drive to chiquila. In time for the ferry
Cancun Airport to Chiquila Ferry Terminal, Van Tourist, Chiquila Holbox Extreme, Jul 27, 2024
M
Margarita The driver/s were fine however the booking process through 12Go is at best confusing and at worst disorganized. I paid for both airport transportation and ferry together and text message notification/communications however I only ended up with airport transportation tickets of which I found out as I was about to board the ferry and never received any messages about pick up logistics. The email confirmation provided a "boarding point" link with coordinates that were not in the correct location. I made my way to the right terminal/location by asking multiple airport staff and the fact that I got there early.
Cancun Airport to Chiquila Ferry Terminal, Van Tourist, Chiquila Holbox Extreme, Feb 22, 2024
SO
Ssaleh OWe had the pick up at 15:30 but they left at 15:20 from the airport even if they knew that people were missing from the list. They came back at 16:00 to pick us up, we had to call
Cancun Airport to Chiquila Ferry Terminal, Van Minivan, Transfer Holbox, Jun 9, 2023
