Important Arrival Instructions

Please note that your transfers are located OUTSIDE of the airport. Do not speak to anyone inside the airport about transfers, as they are trying to sell you expensive transfers and will tell you the transfer company is not at the airport. They are not being truthful.

Once you exit the airport, Lomas will be there with a sign and wearing turquoise shirts and white pants.

Once you are outside the airport close to the bar, if you can't find Lomas, you can ask any of the other companies there and they will show you where to find them.

Your Return Pickup Time Is on the Transfer Manifest

Click on the link below, and on the spreadsheet all the way to the right in red, you will find your return pickup times from the resort to Cancun Airport.

Please be in the lobby 15 minutes prior to departure so that you do not miss your transfer.

PLEASE NOTE RETURN PICKUP TIMES ARE NOT ABLE TO BE MOVED AND YOU MUST TAKE THE TRANSFER TIME YOU WERE ASSIGNED, YOU ARE NOT ABLE TO JUST GO IN ANOTHER VEHICLE WITH OTHER GUESTS AT ANOTHER TIME.

Your Dedicated Airport Concierge

We have appointed a dedicated concierge to manage this group with direct contact information.

JC will be waiting to greet you at the airport and will be your main point of contact for airport transportation.

JC Hernandez

Airport Concierge

We strongly recommend saving JC's number in your phone prior to travel so that it is easily accessible if needed.

Please remember that when dialing Mexico numbers, you must dial +52 first.

It is a good idea to download WhatsApp prior to traveling and add JC as a contact.

The transfer company tries to be as flexible as possible, but since drivers are pre-scheduled, last minute changes cannot always be accommodated. Please be sure to notify them AS EARLY AS POSSIBLE of any changes.

We are sending a quick note about what to do if your flight is affected. While we hope everything runs smoothly and on time, it is very important that you follow the steps below immediately if your flight is delayed or canceled.

If Your Arrival Flight Is Delayed

If your arrival flight is delayed by 2 hours or more, please contact JC immediately upon the delay announcement.

Please note that if you wait to alert the transfer company until you land, they may charge you for a new transfer, as you will have no-showed to the original and the driver would have been there waiting for you.

We also suggest you save JC's number in your phone as a contact prior to travel just to make it easier and less stressful to access if you do need it.

Please remember if you are dialing the Mexico numbers you must dial +52 first.

If Your Arrival Flight Is Canceled

Please contact JC immediately upon the cancellation announcement and provide your new flight details.

In the event of a cancellation, it is also imperative that you contact us immediately if your flight is canceled. This is critical so that we can alert the hotel right away.

If the hotel is not notified in advance, your reservation may be marked as a no-show and automatically canceled, which could result in losing your room and payment.

How to Rebook as Soon as Possible

Go directly to the airline's counter at the airport as soon as possible, as in-person agents are typically able to rebook faster than phone support.

Check your airline's app or website under "manage my booking" for additional rebooking options.

Once your new flight is confirmed, notify us immediately so we can update the resort and transfers accordingly.

If Your Departure Flight Is Delayed or Canceled

If your departure flight is delayed, you must still take your originally scheduled transfer time, as transfers are pre-arranged and cannot be adjusted last minute.

Airlines may shorten delays and depart earlier than expected, so it is important that you still arrive at the airport at the originally scheduled time.

If your departure flight is canceled, you must notify the transfer company immediately with your updated flight details.

In Addition

Please email AND text Here and Away Travel. This will ensure we both see your messages, as well as our fabulous assistant Courtney, who will be in the office and available for anything you need as well.

Please email with "URGENT" and the reason for emailing in the subject of the email.

Please also TEXT our phone line, which will go directly to all three of us. In the text just briefly let us know what is going on so we can assist as quickly and efficiently as possible.

General Reminders

Keep your airline app and notifications turned on for real-time updates.

Save all documentation, including boarding passes and delay notices, in case you need them for insurance or reimbursement.

Once your updated flight details are confirmed, please send them to us right away so we can make sure everything remains in place for your arrival.

We will be monitoring travel conditions and are here if you need assistance at any point.

It is not too late to add travel protection!

If you would like to purchase travel protection, please visit Insure My Trip.