FAQ's
Everything you need to know before you build your trip.
Transportation
What does the airport-hotel transfer service include?
All our transfers are 100% private: the vehicle is exclusively yours from the moment you leave the airport until you reach your destination — no intermediate stops, no outside passengers.
Every service includes as standard:
- Complimentary bottled water
- Welcome wet wipes
- Certified driver
- Real-time flight tracking
If you’re traveling with children, we offer a wide range of safety seats upon request: boosters, child seats, and options for different ages and sizes. Just let us know when you book.
What happens if my flight is delayed or canceled?
We track your flight in real time. If the schedule changes, we adjust your transfer automatically at no extra cost. If your flight is canceled outright, you can reschedule or request a refund in line with our change policy.
Is the transfer shared or private?
Private, always. We don’t run shared shuttles or vehicles with other groups. Your vehicle leaves as soon as you’re ready and goes straight to your destination.
Which destinations do you operate transportation in?
We operate along the main tourist corridors: Cancún, Riviera Maya (Playa del Carmen, Tulum, Akumal, Puerto Morelos), and Los Cabos (Cabo San Lucas, San José del Cabo). If your specific destination doesn’t appear in the booking tool, get in touch with us directly.
Can I add a transfer to a vacation package I've already purchased?
Yes. Transfers can be booked on their own or added to any package, whether you purchased it with us or through another agency. All we need are your flight and hotel details.
Packages & Tours
What does an On Our Way vacation package include?
It depends on the destination:
Mexican Caribbean and Los Cabos — our packages include accommodation + private airport-hotel-airport transfers, with the option to add tours and activities.
Rest of the world — we offer accommodation packages with activities selected for each destination.
Need help with flights? Get in touch before booking and we’ll advise you with no obligation.
Can I customize the package to fit my dates or preferences?
Yes. Packages are fully customizable: you choose the length of stay, hotel category, number of travelers, and optional activities. Use the trip builder on the site or talk to an advisor to put together something tailored to you.
Are tours group or private?
It depends on the tour. Some run in small groups, others are private experiences. Each tour listing states this clearly. If you’d prefer a private version of a group tour, we can quote it on request.
Do you offer packages for groups or corporate travel?
Yes, we work with corporate groups, incentive travel, and events. For groups of 10 or more, contact us directly for a tailored proposal.
Bookings & Payments
How does the booking process work?
You select your destination, dates, and services in the trip builder. Once you confirm and pay, you’ll receive a confirmation email with all the details. Our operations team takes care of the rest.
What payment methods do you accept?
We accept credit and debit cards: Visa, Mastercard, and American Express. Payments are processed securely through Stripe, in either MXN or USD depending on your market.
Can I cancel or change my booking?
Yes. Cancellation policies vary depending on the type of service and how far in advance you cancel. For transfers, we accept changes up to 24 hours beforehand. For packages and tours, the specific terms are outlined at the time of booking.
Do I receive a receipt after paying?
Yes. Right after payment you’ll receive a confirmation email with your booking summary, service voucher, and our team’s contact details. All in a single email.
Destinations
Which destinations are currently available?
Our core offering covers the Mexican Caribbean (Cancún, Riviera Maya, Tulum) and Los Cabos. We also offer packages to other destinations across Mexico and abroad, updated on an ongoing basis.
When is the best time to visit the Mexican Caribbean?
November through April is high season thanks to the weather. July and August are also popular, though there’s a higher chance of afternoon showers. Hurricane season runs from June to October, with September being the most active month.
Do you have options for travelers looking for something off the beaten path?
Yes, and it’s part of what sets us apart. We have routes to lesser-known corners of the Riviera Maya, off-circuit cenotes, and experiences designed for travelers who’d rather not run into the bus tours. Take a look at the alternative destinations section on the blog.
General
Is On Our Way a travel agency or a transportation company?
Both. We started in private last-mile transportation for the tourism sector (airport–hotel–airport). From there we built a full offering: tours, packages, and travel experiences, with the transfer as an integral part of the service.
Do you serve travelers from Mexico and abroad?
Yes. The site operates in Spanish and English, with prices in MXN and USD as applicable. Most of our clients are travelers from Canada, the United States, and Mexico.
Are you on social media?
Yes. You can find us on Instagram and Facebook. We post destination guides, itineraries, and travel tips — real content, not just promotions.
- Instagram: instagram.com/onourway.mx
- Facebook: facebook.com/onourway.mx
How can I contact an advisor with specific questions?
Via WhatsApp, through the contact form on the site, or by email. We respond in under 2 hours during business hours.