“In regards to the return pickup I was waiting for the time to be updated as our flight had been pushed back an hour by Tui but didn’t get one. So I went to speak to the nexus rep the day before departure to confirm the pick-up time and having looked at all my booking details he confirmed the pick-up should be 3pm instead of 2pm and that he had sent all the information to the team. We also reconfirmed it would be a private transfer after the issues on the first transfer and he said it would be and that we would be entitled to compensation for the outbound transfer. When we arrived in reception at 2.30 we were told by staff that our taxi had already been and gone. I rushed to speak to the nexus rep who was very short with me and told me it was our fault and that they wouldn’t be coming back to pick us up. I explained the situation and that we had spoken to the rep the previous day and been told it would be 3pm. She said it was booked for 2pm and they waited half an hour so it was our own fault. This is despite the fact that they had my phone number and never once tried to contact us. I explained again about my confirmation from the rep the day before and she eventually looked up my booking reference and realised I was right. Apparently they had failed to update the booking correctly at head office and their message back to the rep had been left unread. I asked what they were going to do about this and they said we had to get a taxi ourselves and then try and sort it out when we returned. This meant we had to take an additional £70 out of the very expensive cash point at the hotel in order to be able to pay for the taxi out of pocket. This also delayed us getting to the airport meaning we were late checking in and unable to be sat together on the 10 hour flight back.”
“We had to wait almost three hours for our shuttle. We were finally out on a group shuttle when we paid for a private. We were told we would be reimbursed for both waiting an extensive amount of time and being put on a group shuttle. We never got reimbursed. I would not recommend.”
“NOT PRIVATE AS BOOKED
Waited more than 30 minutes on arrival at Cancun airport after already spending over an hour in the airport they didn’t have a transfer for us and made us share a transfer with 10 other people!”
“When we arrived at the airport, we were made wait 25-30min outside standing for the van to arrive. We also looking for the company name and turns out it was Nexus that we should look for.
For the return, the rep at the airport said he would confirm the pickup and didn’t. We contacted a general phone and his phone directly, one confirmed the pickup and the other said there was nothing booked which just generated stress.
Then the pickup showed up and said he was not informed we were going to the airport and that he was going the opposite way. Then he said he would take us which I appreciate but the lack of internal comms and organization from Nexus was very annoying.”
“When we arrived at the airport, we were made wait 25-30min outside standing for the van to arrive. We also looking for the company name and turns out it was Nexus that we should look for.
For the return, the rep at the airport said he would confirm the pickup and didn’t. We contacted a general phone and his phone directly, one confirmed the pickup and the other said there was nothing booked which just generated stress.
Then the pickup showed up and said he was not informed we were going to the airport and that he was going the opposite way. Then he said he would take us which I appreciate but the lack of internal comms and organization from Nexus was very annoying.”
