{"id":744,"date":"2026-05-14T16:18:14","date_gmt":"2026-05-14T16:18:14","guid":{"rendered":"https:\/\/onourway.com.mx\/faqs\/"},"modified":"2026-07-31T16:18:14","modified_gmt":"2026-07-31T16:18:14","slug":"faqs","status":"publish","type":"page","link":"https:\/\/www.onourway.com.mx\/en\/faqs\/","title":{"rendered":"Faqs"},"content":{"rendered":"\t\t
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FAQ's<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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Every<\/span>thing <\/span>you <\/span>need to <\/span>know <\/span>before you <\/span>build your trip.<\/span><\/p><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Transportation<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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What does the airport-hotel transfer service include? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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All our transfers are 100% private: the vehicle is exclusively yours from the moment you leave the airport until you reach your destination \u2014 no intermediate stops, no outside passengers.<\/p>

Every service includes as standard:<\/p>

  • Complimentary bottled water<\/li>
  • Welcome wet wipes<\/li>
  • Certified driver<\/li>
  • Real-time flight tracking<\/li><\/ul>

    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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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    What happens if my flight is delayed or canceled? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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    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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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    Is the transfer shared or private? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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    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.<\/p>

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    Which destinations do you operate transportation in? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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    We operate along the main tourist corridors: Canc\u00fan, Riviera Maya (Playa del Carmen, Tulum, Akumal, Puerto Morelos), and Los Cabos (Cabo San Lucas, San Jos\u00e9 del Cabo). If your specific destination doesn’t appear in the booking tool, get in touch with us directly.<\/p>

    <\/p>

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    Can I add a transfer to a vacation package I've already purchased? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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    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.<\/p>

    <\/p>

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    Packages & Tours<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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    What does an On Our Way vacation package include? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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    It depends on the destination:<\/p>

    Mexican Caribbean and Los Cabos<\/strong> \u2014 our packages include accommodation + private airport-hotel-airport transfers, with the option to add tours and activities.<\/p>

    Rest of the world<\/strong> \u2014 we offer accommodation packages with activities selected for each destination.<\/p>

    Need help with flights? Get in touch before booking and we’ll advise you with no obligation.<\/p>

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    Can I customize the package to fit my dates or preferences? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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    Yes.<\/span> Packages are fully <\/span>customizable: you <\/span>choose the <\/span>length of <\/span>stay, hotel <\/span>category, number <\/span>of travelers, and optional activities. <\/span>Use the trip builder on the site or <\/span>talk to an advisor to put together <\/span>something tailored to you.<\/span><\/p><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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    Are tours group or private? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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    It <\/span>depends on the <\/span>tour. Some run in <\/span>small groups, <\/span>others are <\/span>private <\/span>experiences. Each tour <\/span>listing states <\/span>this clearly. <\/span>If you’d prefer a private version of a <\/span>group tour, we can quote it on request.<\/span><\/p><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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    Do you offer packages for groups or corporate travel? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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    Yes<\/span>, we work with <\/span>corporate groups, <\/span>incentive travel, <\/span>and events. <\/span>For groups <\/span>of 10 or <\/span>more, contact us <\/span>directly for a tailored proposal.<\/span><\/p><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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    Bookings & Payments<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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    How does the booking process work? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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    Yo<\/span>u select your <\/span>destination, dates, and <\/span>services in the trip <\/span>builder. Once you <\/span>confirm and pay, <\/span>you’ll receive a <\/span>confirmation email with all the <\/span>details. Our operations team takes care <\/span>of the rest.<\/span><\/p><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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    What payment methods do you accept? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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    We <\/span>accept credit and debit <\/span>cards: Visa, <\/span>Mastercard, and <\/span>American <\/span>Express. Payments <\/span>are processed <\/span>securely through Stripe, in either MXN <\/span>or USD depending on your market.<\/span><\/p><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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    Can I cancel or change my booking? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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    Yes.<\/span> Cancellation <\/span>policies vary <\/span>depending on <\/span>the type <\/span>of <\/span>service and <\/span>how far in <\/span>advance you cancel. For transfers, we <\/span>accept changes up to 24 hours <\/span>beforehand. For packages and tours, the <\/span>specific terms are outlined at the time <\/span>of booking.<\/span><\/p><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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    Do I receive a receipt after paying? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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    Yes.<\/span> Right after payment <\/span>you’ll receive a <\/span>confirmation email <\/span>with your <\/span>booking <\/span>summary, service <\/span>voucher, and our team’s contact <\/span>details. All in a single email.<\/span><\/p><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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    Destinations<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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    Which destinations are currently available? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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    Ou<\/span>r core offering covers <\/span>the Mexican <\/span>Caribbean (Canc\u00fan, <\/span>Riviera Maya, <\/span>Tulum) and Los <\/span>Cabos. We also <\/span>offer packages to <\/span>other destinations <\/span>across Mexico and <\/span>abroad, updated on an ongoing basis.<\/span><\/p><\/div>

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    When is the best time to visit the Mexican Caribbean? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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    Nove<\/span>mber through April is <\/span>high season <\/span>thanks to <\/span>the <\/span>weather. July <\/span>and <\/span>August are also popular, though there’s <\/span>a higher chance of afternoon showers. <\/span>Hurricane season runs from June to <\/span>October, with September being the most <\/span>active month.<\/span><\/p><\/div>

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    Do you have options for travelers looking for something off the beaten path? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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    Yes,<\/span> and it’s part of what <\/span>sets us apart. <\/span>We have <\/span>routes to <\/span>lesser-known corners <\/span>of the <\/span>Riviera Maya, off-circuit cenotes, and <\/span>experiences designed for travelers <\/span>who’d rather not run into the bus <\/span>tours. Take a look at the alternative <\/span>destinations section on the blog.<\/span><\/p><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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    General<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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    Is On Our Way a travel agency or a transportation company? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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    Both<\/span>. We started in <\/span>private last-mile <\/span>transportation for the <\/span>tourism sector <\/span>(airport\u2013hotel\u2013airport). From there we <\/span>built a full offering: tours, packages, <\/span>and travel experiences, with the <\/span>transfer as an integral part of the <\/span>service.<\/span><\/p><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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    Do you serve travelers from Mexico and abroad? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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    Yes.<\/span> The site operates in <\/span>Spanish and <\/span>English, with <\/span>prices in MXN <\/span>and USD as <\/span>applicable. Most of our clients are <\/span>travelers from Canada, the United <\/span>States, and Mexico.<\/span><\/p><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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    Are you on social media? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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    Yes.<\/span> You can find us on <\/span>Instagram and <\/span>Facebook. We post <\/span>destination <\/span>guides, <\/span>itineraries, and travel tips \u2014 real <\/span>content, not just promotions.<\/span><\/p><\/div>

    • Instagram<\/span>: instagram.com\/onourway.mx<\/span><\/li>
    • Facebook: <\/span>facebook.com\/onourway.mx<\/span><\/li><\/ul><\/div>

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      How can I contact an advisor with specific questions? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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      Via<\/span> WhatsApp, through the <\/span>contact form on <\/span>the site, or <\/span>by email. <\/span>We respond <\/span>in under 2 <\/span>hours during <\/span>business hours.<\/span><\/p><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

      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 \u2014 no intermediate stops, no outside passengers. Every service includes as standard: Complimentary […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-744","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.onourway.com.mx\/en\/wp-json\/wp\/v2\/pages\/744","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.onourway.com.mx\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.onourway.com.mx\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.onourway.com.mx\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.onourway.com.mx\/en\/wp-json\/wp\/v2\/comments?post=744"}],"version-history":[{"count":4,"href":"https:\/\/www.onourway.com.mx\/en\/wp-json\/wp\/v2\/pages\/744\/revisions"}],"predecessor-version":[{"id":763,"href":"https:\/\/www.onourway.com.mx\/en\/wp-json\/wp\/v2\/pages\/744\/revisions\/763"}],"wp:attachment":[{"href":"https:\/\/www.onourway.com.mx\/en\/wp-json\/wp\/v2\/media?parent=744"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}