Shipping policy
General Information
· Reservations must be made at least 12 hours in advance.
· To make a same-day reservation, you can contact our agents through:
o Live chat on the website (available from 8:00 am to 11:00 pm)
o WhatsApp Web: +52 322 235 8534
· Outside these hours, you can send an email to ventas@airgo.com.mx.
· Reservations can be made up to one year in advance. Price changes during this period do not affect the final confirmed amount.
· Date or schedule changes are free if notified within the required time frame according to each service (see sections on Modifications and Returns).
Airport Arrivals
1. Flight Monitoring: AirGo tracks flights to check for cancellations, early arrivals, or delays.
2. Meeting Point: Our staff will be on the left side of the airport exit, in front of the Pacifica Bar.
o Staff will wear beige pants and a black shirt with the AirGo logo.
o They will hold a sign with your name.
3. Reservation Confirmation:
o The booking is your confirmation; no other proof is required.
o Always keep it handy.
o If you don’t have the booking, present an ID matching the reservation.
o Name changes can be made in advance via email.
o If the reservation cannot be verified, the service may be denied without a refund.
4. Waiting Time:
o International flights: 2 hours from landing, can be extended at the staff’s discretion or upon client notice.
o Domestic flights: 1 hour from landing, also subject to extension based on staff or client notice.
5. Customer Contact: Only if the established waiting times are met, via phone, text, or email.
6. Cancellation Due to No Contact: If the client cannot be reached, the service is considered canceled without a refund.
7. Third-Party Warning: Ignore unauthorized individuals (“pirates”) offering services. Our staff will always be visible with an AirGo sign and logo.
Return Transfers (Hotel or Destination to Airport)
1. Date or Schedule Changes:
o Free if notified 12 hours in advance; shorter notice subject to availability.
2. Driver Preparation: The driver will arrive at least 15 minutes before the scheduled time.
3. Driver Tolerance: 15 minutes to reach the pickup point, considering external situations (heavy rain, traffic, accidents, etc.).
4. Customer Tolerance: 15 minutes from the agreed time.
o If not ready, service is canceled without refund.
5. Time Changes: If the driver is already nearby, changes are subject to availability.
o If approved, a 25% service fee applies.
6. Reservation Confirmation:
o Booking is sufficient; keep it handy.
o If the reservation cannot be verified, the service may be denied.
o Name changes only with prior email notice.
7. External Situations: The driver and agency will stay in contact to inform about delays and request understanding.
8. AirGo Commitment: AirGo will make every effort to provide the service. If schedules cannot be coordinated, no refund will be given.
Date and Time Modifications
· Arrivals: Adjustments valid via email, web chat, or WhatsApp (+52 322 235 8534).
· Returns: Free changes with 12 hours’ notice; shorter notice subject to availability and possible additional charges.
Cancellations
· Can be made up to 24 hours in advance with a 10% service fee.
· Cancellations less than 24 hours before do not qualify for a refund.
· Force majeure: AirGo allows keeping the service open for future use, subject to availability.
· Shuttle Service and Tours follow the same policy.
Service Types
Private Transportation (Priority Taxi)
· Exclusive vehicles, no sharing.
· Immediate departure, with possible waiting due to external conditions (floods, traffic, accidents, etc.).
· Waiting times by season and demand:
o General: 5 to 10 minutes
o Extraordinary cases: up to 20 minutes
o AirGo will always try to minimize wait time.
· Direct service, unless additional stops are contracted.
· Available 24/7.
· Ideal for those seeking comfort, speed, and privacy.
· No cancellations or refunds for delays caused by the driver or external conditions.
Shuttle Service
· Shared transportation.
· Departures every 30 minutes during peak hours, with fixed schedules.
· Available only in high-demand areas.
· May include multiple stops.
· No cancellations or refunds for delays caused by the driver or external conditions.
· Economical option, ideal for solo travelers or couples.
· Departure times may vary due to high demand; AirGo will try to minimize any waiting.
· Not available 24/7, subject to availability.
Private Transportation
· Exclusive vehicles, no sharing.
· Immediate departure, with possible waiting due to external situations (floods, traffic, etc.).
· Direct service unless additional stops are contracted.
· Available 24/7.
· Ideal for those seeking comfort, speed, and privacy.
Pickup Process
· Arrivals: Flight monitoring, meeting point, waiting time, customer contact, third-party warning.
· Returns: Driver preparation, driver and customer tolerance, time changes, external situations, booking or ID confirmation.
· Booking: Always sufficient to confirm the service. Must be kept handy; without a booking, present an ID matching the reservation. Name changes require prior email notice. Service may be denied if the reservation cannot be verified.