Prompt pick up and drop off. At arrival a representative is there holding a sign with your name.
For departure, we received a phone call the night before confirming our pick up time for our ride to the airport.
The team that picked me up were fantastic but they were not aware my flight was delayed and were this very worried I had already left the airport.
My complaint is that I had to walk from one end of the terminal with my heavy bag to the other end gate 8 when they could have picked / met me at Exit gate 1 where they were parking anyway. This is what most Airport transfer companies do. It took me 10 minutes to get to Gate 8 there and it wasn't necessary. I suggest Viator get the pick-up teams to check which Exit gate they will be coming from in order to expediate this process as it is unessesary.
Service was excellent prompt driver was very polite and friendly. Met one of the managers at my hotel morning of departure as well, super friendly too.
The only downsides is woman at the local Mexico office was rude. And pice was very high relative to other airport transfer to hotel options...much more expensive than cabs or ubers.
The 1st part of the pickup was a mix up. We came in at terminal 2, and the driver was at 1. Had to find help to get to #2, and when we got to one, had know idea where driver was. Did finally hook up. Had a slight bump on the way to the hotel, as a car hit our car, nothing major, but Mexico has a very slow way in settling these events. Driver was extremely pleasant. Our driver was Juan De Dios Torres, and was excellent We hired him for the next day, as we did not want to do a regular tour. We felt safe and had a fantastic day..
The airport transfers service was great. The only detail I would suggest improving is that the driver should pick you up at the terminal you arrive. We had to transfer from terminal 2 to terminal 1 in an airport shuttle with an extra cost. Besides that, the driver was on time and drove us quickly to our destinations.
After some problems to find the driver when I arrived in Mexico City - he waited in Terminal 1 where I arrived but I went to Terminal 2 following the instructions I had got in advance. To find each other took nearly an hour and forced me to contact the local operator. When we finally found each other everything went well. On the way the back I was picked up just on time and everything went very well.
The round trip transfer from airport to hotel worked just fine--I would book thru Viator again-your agents most helpful and polite
Airport pick up is from different terminal so additional information should be given about the transfer bus between terminals or pick up should be arranged to meet all flights.However transfer itself was comfortable.
Great service. First time pickup place is not very clear. Next time I know and definitely use the service again.
Our pick up at the airport was on time as well as pick up at the hotel on our way back. However, when we arrived, we were not picked up at the terminal of our arrival, but were instructed to go to the other terminal. The train was not in service that day, and we didn't know where to go. Thankfully, I speak Spanish and was able to find out where the shuttle bus is, which took us to the other terminal. With lots of luggage, that was really a hassle. Other than that, very smooth and timely operation.
It was very nice to get picked up at the airport since I had never been there before. The only thing was that my driver was a little late so when I first got there I panicked and didn't know what to do when I couldn't find my driver. Eventually she got there and all was well. Next time I go to Mexico City though I will use Uber.
I waited for too long (over 30-40mins) when I first arrived at the airport and had to make phone calls to find out what's going on. the service and driver was good. A bit pity they don't speak English.
The return pick-up was really too early. I know you don't want me to miss the flight but I think next time I will arrange my time as I got to the airport way too early.... I rather stay and see more Mexico in the morning before going to airport 3.5 hours in advance. Totally unnecessary.
Ok as trasnfers go, especially in Mexico City traffic.
Very bad experience on arrival. The information for finding the rep AND the actual rep, were all for the wrong terminal even though they had my flight details. Quite a lot of unecessary hassle and delay!
The actual transfer was fine- although I had problems trying to get in touch with the supplier to find out my pick up time. Their phones were down so it cost me £30 in phone calls- more than the return transfer cost!
Flight arrived after midnight in Terminal 2. Had to take a bus to terminal 1, look for exit # 8, and wait for 30 mins. As nobody showed up, I ended up taking a taxi to the hotel. Days later I called to complain and they offered to reimburse my taxi fare if I had saved the receipt, which I thankfully did. Ride back to the airport was uneventful. Driver was on-time and courteous.
Evelyn E Philippines
it was so unfortunate that i didn't know that the airport transfers were only appropriate for 4 or 5 star hoels in mexico. i had to arrange my own transfer back to the airport.Still thankful that I was met at the airport. i hope you will specify the limitations next time to avoid same mistakes especially for me who went to mexico on my own.
Flight arrived in different terminal to where they pick up from - so advice is - keep your boarding pass!! Because without it we wouldn't have been able to get into the other terminal.... then had to go to the furthest end to meet the vehicle. So don't choose this option if you don't want to walk for miles with your luggage. Otherwise, it was fine.
Driver was not at specified location and not wearing the uniform described so we waited for 40 minutes before I went looking elsewhere and found him! Return trip no problem at all.
Despite the description of what to look for when we arrived at the airport the rep was not in orange and nor did we exchange vouchers so the details were confusing and we had real trouble finding him in the airport. On the return we were given 2 different pickup times 45minutes apart and we had real trouble getting hold of anyone to speak to , to confirm pick up in the first place. Overall we found this far too stressful.
No-one turned up and I had to pay for another taxi. Very dissatisfied.