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In August 2022, I booked a trip to Cancun with Expedia. Once the booking for transportation to the hotel was made I receive a call from a representative from Mexico Travel Solutions letting me know that I had booked a group transport and travel time would be twice the time. For an additional $40 I could upgrade to private. Our departing flight was a morning flight so we upgraded. The day before our departure I was informed that we would be picked up at 4:10 a.m. When I told the representative that we did not need to be the the airport until 8:30 nd requested a later time I was told due construction we would need to leave at 4:10 a.m.
From the hotel to the airport it took an hour and 10 minutes, no construction. Our driver took us to the wrong terminal and when I tried to contact our driver there was no reply. The shuttle was not running at the airport at that hour so we paid an additional $15 for a cab to take us to the proper terminal.
Country of complaint: Mexico
Desired outcome: Reimbursement of the $40 additional paid for upgrading and $15 for the cab
I would not use MTS for transportation. We booked a private transportation and I kinda expected a Cadillac escalade or something similar but we got a mid size car. Anyway, the problem is our return trip. Our airline changed our departure time and because we didn't give MTS a 48 hour advance notice, they couldn't provide us transportation, so we had to pay twice for transportation. Never use MTS ! ! ! !