My turn for complaining/warning about Sunwing & Westjet. A warning for anyone who plans on travelling to Riviera Maya / Playa Del Carmen.
We have gone a total of 5 times. The first three times pre COVID we would arrive at the airport in Cancun. Walk outside and would be directed to stand in a line in front of a large charter bus and within 30 minutes would be sitting comfortably inside the bus and driving down the highway to our resort making stops along the way dropping people off at various resorts. Same goes with the travel back from the resort to the airport. These buses used to have a tour guide who would entertain everyone, offer drinks, talk about the area and it was always a great time.
Last year when we travelled with West Jet, they no longer had any large buses. We waited over 2 hours for a Cargo van with no AC to take us to our resort. He ended up getting lost, my kid ended up getting sick from the heat and lack of food/drink and we arrived at 10:00 pm and wasted the day. The ride from the resort back to the airport was in a large bus.
This past Monday... we travelled with Sunwing. They use a company called Nexus tours for your shuttle rides. We go through the airport and this time the "waiting area" for the shuttles is insanely packed. Nearly no room to stand on any of the sidewalks. It's pure chaos and trying to find what shuttle and where we need to go to be picked up is like a free for all and you HAVE to be rude and push people out of the way to find out where to go. We are directed to stand in an area... similar to last year their was very little charter buses and now it's mostly 6 seater vans. We waited 90 minutes this time.... I should of taken a video because it was pure chaos with tonnes of furious people, kids crying, and complete confusion. People are extremely angry, some give up waiting and end up paying the $100 - $150 USD taxi ride to Playa Del Carmen. Most people who were waiting for a shuttle to a Cancun resort just jump into a taxi and pay the $30 USD fee. I was just pulling my wallet out to pay the $110 cab ride when our name is finally called. We hop into a cramped 6 person van and find out that one couple waited an hour... the other elderly couple waited over 3 hours for a shuttle ride!!! Those other couples also had to pay an extra $20 for god knows what reason? We didn't. We make it to our resort and have a great time during our week at the resort.
Now leaving the resort , I check my Sunwing / Nexas Tours app and it confirms shuttle pick up at 11:55 AM. So we check out and sit down at 11:30 AM just in case they come early and anxiously await for our ride. We see the dinky little vans come and go , come and go. Still our name is not called. 2 other families also are waiting next to us and are getting anxious. After waiting 2.5 hours , a resort staff member comes to me and says that the Nexus bus had came to the other lobby and picked up some people. The resort staff told the bus driver that they have 8 other people waiting at our lobby... the bus driver refused to drive the 60 seconds it would take to get to our lobby and drove off. I call Nexas and said I was waiting for 2.5 hours and nobody has picked us up, he gets back to me and says that they can't find anyone to pick us up so I'll have to take a taxi and for me to speak with Sunwing to get a refund. Luckily I had cash and that a taxi was nearby and we ended up making out flight back home.
Apparently my cousin had the exact same experience a month ago, different resort but same issues getting back and forth from the airport.
Moral of the story... If you go to Cancun or Riviera Maya... budget a taxi ride. The system they use these days is god awful and you end up wasting so much time waiting. I'm guessing they are trying to cut costs and that the taxi drivers are ignoring these "free shuttle rides" because it doesn't pay out like a full price fee that they can pull from a tourist directly with no middle man. All I know is that what used to be an A+ experience has changed to a F- and it's extremely disappointing because it really takes away from a great week in Mexico.