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Great airport transfer experience - Lomas Travel

• Mexico    
• Yucatan Peninsula    
• Quintana Roo    
• Cancun    
• Cancun - Things to Do    
• Lomas Travel

Lomas travel is Amazing. From pick up to drop off at the airport. Communication was wonderful, at... read more

Lomas transport was safe and without incident. Driver interacted with his clients well . Transport... read more

Great airport transfer experience

Lomas Travel was great! The representative was easy to find at the Cancun airport, but my family had to wait about 10-15 mins before our ride arrived. After a long day of travel, we were hoping for a more efficient service. The ride itself was very comfortable! The van had a huge TV and the air condition was perfect. Our ride going back to Cancun airport was on time and was just as pleasant. Overall, Lomas Travel is a great option for airport transfer!

Dear rinanlou We are happy to know that you had a satisfactory service from Lomas Travel. Thank you so much for taking the time to share your kind comments, for us the guests are our highest priority, that's why we always try to give the best service, your comments motivate us to be the best! Have a great day!

Our travel agent uses Lomas on a regular basis. He recommended them for our most recent trip, in April. My sister and I had a great experience. The staff was waiting for us when we arrived, at the airport, and helped us with our bags. Alejandro was very helpful and friendly. He double checked all of our info and made sure we were ready to go. We had booked a private, round trip airport transport, and we needed to add someone to our trip back. Victor Diaz was able to assist us with this and was very friendly. I recommend Lomas for your transportation needs, in the Cancun/Playa area. We will definitely use Lomas our next trip.

Dear Jenna W Thank you for your sharing your experience with us. We are happy to read that we successfully provided great service. We hope to have the privilege to be your hosts for a future vacation, confident in the fact that we will go out of our way again to satisfy your expectations. Until next time!

Our transportation at arrival to El Dorado Royale Cancun and our transportation back to the airport were on time and no worries. The luxury van with back seat massage controls were an awesome extra!

Dear 233cargar Thank you choosing us as your transfer company, we will always be pleased to assist you. We loved that we exceeded your expectations. We always seek to give our guests a good service and their comments motivate us to be the best! Thank you for your preference and it will be a pleasure to provide you our service again.

Very reliable transportation going to the hotel and back to the airport. The staff were all friendly and made sure that the visitors were comfortable and well informed of the transportation details and schedule.

Dear Juan Miguel G We are happy to know that you had a satisfactory service from Lomas Travel. Thank you for choosing us. Thanks again for your recommendations, your comments motivate us to be the best! Have a great day!

It was so nice to get off the plane that was delayed 2 hours walk to the shuttle service area and there standing at the front of the group of transportation companies was Lomas with a large sign with our name on it. There was no delay we were escorted straight to our vehicle. It set a great tone to the start of our working vacation. They also let us know the day before when they would be picking us up to take us back to the airport. It was such a simple process.

Dear Traveler17097725804 We are happy to know that you had a satisfactory service from Lomas Travel. Thank you so much for taking the time to share your kind comments, for us the guests are our highest priority, that's why we always try to give the best service, your comments motivate us to be the best! Have a great day!

The pick up from the Cancun airport was quick, and we arrived at the hotel lobby under an hour and a half! Pick up from the hotel back to the airport when we finished our trip was on time and very quick as well! The only suggestion I have is that the driver state who they are, their name, and show a confirmation that they are assigned to pick us up. Had to ask for clarification. Overall, would book with Lomas Travel again!

Dear lilleis We are happy to know that you had a satisfactory service from Lomas Travel. Thank you for choosing us. Thanks again for your recommendations, your comments motivate us to be the best! Have a great day!

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Airport transfer - Lomas Travel

• Mexico    
• Yucatan Peninsula    
• Quintana Roo    
• Cancun    
• Cancun - Places to Visit    
• Lomas Travel

Lomas travel is Amazing. From pick up to drop off at the airport. Communication was wonderful, at... read more

Lomas transport was safe and without incident. Driver interacted with his clients well . Transport... read more

Airport transfer

I just returned from a trip to Riviera Maya, we where set up with a private transfer from our travel agent with Lomas Travel. I cant say enough about them they were excellent. Eduardo was our driver to the resort and he was Amazing we loved him.. also upon return at the airport. Juan Carlos took care of us from the moment we got out of the luxury Lincoln Navigator. Juan guided us through the airport right to the ticket counter, on the way he engaged in conversation asking us how our trip was and wished safe travels home.. highly recommend Lomas travel and will definitely use again!!

Thank you for sharing your great experience with lomas and our staff, I will tell them your kind words and your experience with them. We are here to serve you always. See you soon.

We had a group of 6 that traveled together. Idel did an amazing job helping us find the perfect excursion on a private catamaran boat ride/snorkel. We had an amazing time! Esmeralda helped us book our transfer back to the resort. They are both so friendly and so helpful! Highly recommend those two! Thank you Idel and Esmeralda, from your Nebraska friends!

Hello Melissa, it sounds like you all had a very good time on the Catamaran, that is great!, I will tell my coworkers your revew! Take care and we are seeing you next time to have more fun.

Victor was so helpful. He did a great job of making sure we were taken care of and our transfers were on time. I would recommend working with him.

Hi Alex, thank you very much for your great comments to my coworker, thank you for your recomendations. It is our job our customers feel comfortable and happy while on vacation.

We booked our excursion through Lomas for Xel-Ha water park. The day we were leaving, the Lomas employee told us we would have to find our own transportation back. He recommended using a taxi. When we arrived at the destination, we were told our ticket voucher number had already been used. We waited for an hour and a half at the ticket booth to get it straightened out. We used Lomas to save time, and have our own transportation. Only to have to wait while bus loads of others entered the park. We were very disappointed. When we complained,we were given a piece of paper to write the complaint. (I'm sure this was given to their supervisor, or not!). Only got, " I can offer you my apology". This was in the middle of a week long stay. They could have done something for all the trouble. Buyer beware!

Good afternoon, I would like to find out what happened, this is not normal in our operation, please, send me an email to: [email protected], telling me under what name was this reservation, the date of the tour, if you remember the name of the representative. This is in order to avoid this kind of inconvenients because like I said this is not a regular way to operate with our suppliers. I wait for your email. It will be a pleasure to comunicate with you again. I will send you an inbox also.

We've been to Mexico many times, and this was our first experience with Lomas. Idel and Eskie was outstanding. We were picked up in a limo and dropped back of in a Navigator (it was our wedding) and everyone from the airport crew to our on site help went above and beyond. I cannot recommend these guys enough for any transportation or adventure needs!

Hello, thank you very much for your sharing your experience! :) . I will tell my coworkers your great comments. Happy new life together!

It was excellent. Esmeralda & Idel was wonderful. Idel gave me excellent service. I left my phone on Lomas transportation. And Idel went out of his way to make sure my phone was found. I will always use their service. They take very good care of me.

Hello Nicole, thank you very much for sharing your experience with Lomas. I will tell Esmeralda and Idel your review See you on your next trip!!

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Reliable and great service airport... - Lomas Travel

• Mexico    
• Yucatan Peninsula    
• Quintana Roo    
• Cancun    
• Cancun - Attractions    
• Lomas Travel

Lomas travel is Amazing. From pick up to drop off at the airport. Communication was wonderful, at... read more

Lomas transport was safe and without incident. Driver interacted with his clients well . Transport... read more

Reliable and great service airport transfer

Used Lomas for airport transfer to and from hotel. Excellent service and very good communication and well organized. They were easy to find outside the airport and no waiting. would use again for sure.

Dear katherinehL8134UX Thank you for your sharing your experience with us. We are happy to read that we successfully provided great service. We hope to have the privilege to be your hosts for a future vacation, confident in the fact that we will go out of our way again to satisfy your expectations. Until next time!

Lomas provided transportation to and from the airport and resort. The vehicles were so clean and new! Luxury vehicles, and the staff was always so kind! Clear signage when we got to the airport. 10/10 recommend.

Dear ashleyfT2811KV We are happy to know that you had a satisfactory service from Lomas Travel. Thank you for choosing us. Thanks again for your recommendations, your comments motivate us to be the best! Best regards! Have a great day!

The treatment and facilities were awesome. The spa services and everyone’s attention to detail was excellent. We cannot wait to go back in October!

Dear HOMELANDMAN Thank you so much for your kind words, for us the guests are our highest priority, that's why we always try to give the best service, we appreciate that you notice this effort. Thank you for your preference and it will be a pleasure to provide you our service again. Have a nice day!

My husband and I just returned from a trip to Riveria Maya. The Lomas staff are very easy to find upon existing the airport and were greeted promptly and our private transfer was immediately available. Our driver to our hotel, Irving, was wonderful - getting us there quickly and safely. Staff in the hotel (EDM) were very helpful in booking included excursions for us. Our driver to the airport, Arturo, was just as wonderful - we enjoyed a fun conversation and bonus Spanish lessons along the way! Upon arrival to the airport, Lomas staff yet again walked us through the check in process and up to the appropriate airline counter. We will always use Lomas when traveling to Mexico.

Dear W5030HKmariaw We thank you for your nice comments, at LOMAS we aim to provide the best service to our customers, we appreciate that you notice this effort. We will make sure that the Lomas Travel staff and especially Arturo receives your congrats. Regards!

We used Lomas transportation in Cancun for my son’s wedding. They were efficient and friendly. We did have to walk a little ways upon exiting the airport to get to their stand, but nothing unreasonable. They arrived promptly at our resort to pick us up when we were heading home and the vans were clean and comfortable. I would definitely recommend them and use them again.

Dear Whoisruiz Thank you choosing us as your transfer company, we will always be pleased to assist you. We loved that we exceeded your expectations. We always seek to give our guests a good service and their comments motivate us to be the best! Thank you for your preference and it will be a pleasure to provide you our service again.

Amazing service! From airport to Grand Palladium. The representative took us from outside the airport to the car (Cadillac SUV) and the trip from the airport to Grand Palladium which was an hour away was very enjoyable.

Dear 08alym Thank you choosing us as your transfer company, we will always be pleased to assist you. We loved that we exceeded your expectations. We always seek to give our guests a good service and their comments motivate us to be the best! Thank you for your preference and it will be a pleasure to provide you our service again.

7 Awesome Airport Transfer Companies in Cancun

Are you looking to book an airport transfer from Cancun airport to your hotel?

If you’re wondering how to get to your hotel from the Cancun airport via a transportation company, whether it’s from Cancun to Tulum, to the hotel zone, Playa Del Carmen, or anywhere else in the Riviera Maya, this post is for you! 

For us Canadians, transfers for vacation packages landing in Cancun are included in the price. That’s one of the best things about booking an all-inclusive vacation – literally everything is included! 

However, over the years I’ve discovered that sometimes booking a separate hotel + airfare + transportation can actually be cheaper. Shocking, right? A long time ago this was a foreign concept for me until my American friends said that’s how things are normally done in the USA!

I’ve scored some amazing deals booking vacations in Mexico separately than in an all-inclusive package. Part of the logistics of this is finding an airport transfer in Cancun to pick you up at the airport and drop you off at your resort or accommodations, and vice versa.

Keep in mind that sometimes your travel agent, should you choose to book with one (they’re free!), may include transportation for you. Be sure to check before booking!

This post may contain affiliate links where I earn compensation when you click and purchase through the links at absolutely no extra cost to you. Feel free to read my  disclaimer policy !

Things to know about the Cancun Airport 

Once you clear immigrations and grab your luggage, and upon exiting the airport at Cancun, you’ll want to make sure you follow the signs for hotel shuttles .

You’ll be funnelled through a crowd of people asking if you need a ride to your resort OR trying to sell you a timeshare. Many of these people will try to incentivize you to book with them in exchange for free tours.  Keep walking! You’ll be greeted by another gathering of drivers in uniforms holding signs with your name on it. These are the people to look for! 

Private vs Shared transportation

Private transfers from Cancun Airport are by far the easiest way to go . These private services are available at any time of the day, are reliable, affordable, and a lot of fun! Private transfers offer you a stress-free start to your vacation.

Shared transfers accommodate other travellers, and they may not necessarily be heading to your resort, either! This means you could be waiting around for them at the airport or making additional stops to drop them off on the way to your own resort.

Related: The Best Adults-Only Resorts in Mexico

Reasons to book a private transfer

The last thing you want to do after a long day of travel is to wait around for a shuttle, or stop at numerous hotels along the way when all you want to do is put your feet in the sand and relax! A trip that could normally take 30 minutes can easily become an hour or longer with stops at neighbouring resorts.

You’ll be whisked away quickly and professionally will soon be on your way to paradise. This is easily one of the top options for travellers coming to Cancun. There are also no luggage restrictions , or more flexible luggage allowance (which makes private tranfers a great for wedding groups!)

Planning a destination wedding? Here’s what to include in welcome bags !

You can also prearrange drinks and snacks! The drinks are affordable and are a great little addition to the start of your trip.

Private transfers sometimes include a 30 minute free stop along the way, whether you want to stop at the shops in Puerto Morelos, Playa Del Carmen, Cancun or beyond, or even for some roadside tacos! Some of the best food I’ve ever had is street food in Mexico. Be sure to check with your airport transfer company if they will allow this.

Plus, using a private transfer is a great way to get around the Yucatan Peninsula, including day trips from Playa Del Carmen , Cancun, and Tulum!

Why you should book your transfer online

Booking your Cancun airport transportation online ensures you have a way to get to and from your resort. Oftentimes booking on a whim can lead to confusion, additional costs, and the risk of booking with a solicitor who is unlicensed and uninsured. Booking your airport transfer online with an authorization transfer company is so easy and it’s an added peace of mind knowing it’s one less thing to worry about.

You’ll also find that many of these airport transfer companies offer tours and excursions based around Cancun and the Riviera Maya!

Related: 20+ Fun Excursions in Cancun and Riviera Maya

Can’t I just book a taxi from Cancun airport?

It might surprise you to learn that regular taxis aren’t allowed at the airport ! There is, however, a taxi-like service available 24/7. I’ve never done this option as I like to pre-book my transfers and have a solid plan (and price) for getting to and from the airport from my resort. This is something I am more comfortable with doing, but this taxi service is definitely an affordable option as well. I just like the security of booking with a reputable company with reviews, and I’m sure you can appreciate that as well!

Related: What to pack for an all-inclusive vacation (with free printable!)

Is Uber in Cancun airport?

There is no Uber in Cancun airport . There is no Uber or Lyft service available.

Best Airport Transportation from Cancun

These private airport transfer companies are highly recommended (I’ve used numerous of them myself!) and affordable.

Canada Transfers

Canada Transfers is one of the most affordable and popular options for Cancun airport transportation. You have the option to pay in USD or CAD which is a bonus for us Canadians! This is my favourite Cancun airport transfer company and I’ve had nothing but amazing experiences with them!

Price comparison

Two guests to Excellence Playa Mujeres roundtrip: $61.21 USD for a van, $149.14 USD for a deluxe vehicle.

• An assortment of soft drinks ($1 – $2 USD each)
• Assortment of wine ($15 – &17 USD)
• Selection of beer and coolers ($1 – $2 USD each)
• Spirits and liquors ($15 – 
• Snacks ($2 – $3 USD each)
• Booster seats and car seats (free – and this is important! Be sure to check with your preferred transfer company if you are travelling with children. Don’t risk not having them in proper safe seating!)
• Insect repellent ($7 USD)
• Sunscreen and aloe ($12 USD each)
• Snack box ($6 USD)
• Cigars ($7 USD each)

USA Transfers

USA Transfers is an excellent transfer company to book with from Cancun airport, and you don’t need to be from the USA to book with them! They’ve helped over 9.6 million travellers get to their destination safely! If that doesn’t speak for itself, I don’t know what does! I have many friends who have used this company and highly recommend them.

• Sunscreen ($12 USD) 
• Bug repellent ($5 USD)
• Party package including balloons, a bouquet of flowers, and bottle of sparkling wine ($40 USD)
• Romance package including a bouquet of flowers, heart-shaped balloon, box of chocolates and bottle of sparkling wine ($40 USD)
• 1 hour stop at the closest grocery store from your hotel ($30 USD)
• SafeGo portable travel safe ($20 USD)

Two guests to Excellence Playa Mujeres roundtrip: $70 USD for a van, $170 USD for a VIP transfer .

Related: Easy tips for travelling on a budget

Happy Shuttle Cancun

Happy Shuttle Cancun is an affordable and fun way to get from the Cancun airport straight to your resort! They’ve been in business for 17 years and I learned about them through word of mouth. Everyone who has used them has had a great experience and can’t recommend them enough!

• An assortment of soft drinks and beer ($2 USD)
• Snacks ($2 USD)
• Booster seat, baby seat, or car seat (free)
• Wheelchair accessible ramp ($105 USD)

Two guests to Excellence Playa Mujeres roundtrip: $75 USD.

Best Day Travel

I’ve used Best Day Travel and they have great service! The drivers have always been friendly and they’re efficient and affordable.

Their site is a bit fiddly since it’s in Spanish and the price is quoted in pesos, but you have the option to change to dollars.

Two guests to Excellence Playa Mujeres roundtrip: $42 USD for a van, $538 USD for a private luxury SUV.

Also available: Bus for up to 16 passengers, $768 USD.

Related: How to travel with a carry on only

Lomas Travel

Lomas Travel is definitely one of the most luxurious transfer companies I’ve ever used. It makes a great option for weddings, honeymoons, anniversaries, or any other special event!

Two guests to Excellence Playa Mujeres roundtrip: $122 USD for a van, $204 USD for a luxury Navigator (it’s awesome!), $480 for a luxury limousine.

This transportation company from Cancun also offers an accessible van and a bus for larger groups.

Kalido Travel

Kalido Travel is a reputable and highly recommended company in Cancun. I know numerous people who have booked with them (and have booked through them for their tours and excursions) with rave reviews. Their services are affordable, there is quick communication, and even give you exact instructions on how to find them at the airport.

• Variety of soft drinks ($1 – $2 USD)
• Beer and coolers ($2 – $3 USD)
• An assortment of wine and liquors ($3 – $40 USD) 
• Tequila! They have their own menu just for tequila 😂 ($20 – $140 USD)
• Sunscreen, bug repellent, and after-sun ($12 USD each)
• Child seat (free) – check out what Kalido Travel says about car seats in their FAQ.
• One hour shopping stop ($30 USD)

Two guests to Excellence Playa Mujeres roundtrip: $70 USD for a van, $140 USD for a SUV.

Related : What to do in Cancun for 7 Days

Amstar Destination Management Company (AmstarDMC)

Amstar DMC has been in business for over 30 years delivering quality customer service! In fact they are so well-known for their efficient transfers that some travel agents will only work with them!

• Sparkling wine with two bottles of water ($40 USD)
• Four beers ($16 USD)
• Welcome package including two beers OR two soft drinks, two bottles of water, and a bag of chips ($18 USD)
• Sweetheart surprise package including a bottle of Moet and Chandon, 6 roses, and two bottles of water ($115 USD)
• Child seat ($15 USD)
• Cancellation guarantee for $5 USD – you can cancel at any time with no cancellation fees (this is something I have never seen before!)

Two guests to Excellence Playa Mujeres roundtrip: $141 USD for a van, $209 USD for a deluxe SUV with soft drinks, beer and cold towels. There is free wifi on board.

Things to Remember

• Tipping goes a long way! I recommend at least $5 per person for shared transfers or $20-$30+ for private transfers. This also depends on the length of your trip from the airport and the level of service you receive. 
• Confirm your return and keep a copy of your receipt/booking confirmation on you! Ask where your pick up point will be. 
• Check the luggage policy and accomodation. Oftentimes you will have more flexibility with luggage for private transfers, making this an ideal option for events. 
• Keep in mind your Cancun airport transfer company will ensure you arrive at the airport 3 hours prior to your flight. They will allow a buffer for traffic. No need to worry – they’ve done this numerous times before!
• Check the cancellation policies. Some transportation companies offer free cancellation up to 24 hours before. Some require more notice.

Pin it for later!

Related Posts

• What to Pack for an All-Inclusive Vacation (Plus Free Printable!)
• 15+ Best Cenotes Near Tulum
• Fun Excursions in Cancun and the Riviera Maya
• What to Pack in a DIY Travel Medical Kit
• 20 Cheap Travel Items Under $20 (That Are Surprisingly Useful!)
• The Best Adults-Only Resorts in Mexico
• How to Travel With a Carry-On Only
• Mexico’s Best Adults-Only: Excellence Playa Mujeres
• Adults-Only Luxury at Excellence Riviera Cancun
• Why You Need to Stay at El Dorado Casitas Royale

10 Comments

What a helpful and thorough breakdown you have here. I agree that a private transfer is the way to go. I will definitely keep your insight and mind when I’m in Mexico.

This is so good to know! You’re right, after a long flight you just want to get to your resort ASAP!

I also took a private transfer when I visited Isla Holbox. It was definitely worth the cost!

I am thinking about booking USA transfers VIP service. Will they be waiting out side the airport doors with our names on it? I would like to avoid complicated instructions to find the right person.

Yes! They will be holding a sign with your name on it. When you book, you will receive instructions on how to find them 🙂

We will be booking a return trip to the airport with a private shuttle. When you say $20 to $30 for private shuttle tip, is this per person? Or per trip? Is it for one way trip?

Hi Kathy! We usually did $5 per person in groups of 4, but otherwise as a couple we would do $20-$30 each way depending how far the trip was. This is only a guideline and certainly not required whatsoever! Tip if you feel comfortable tipping 🙂

Excellent information, it is always important to hire a transportation service with companies that have all the licenses and registrations of the Cancun airport, for greater safety in your travels. As well as look into the different ways to get from the airport to your hotel. Being properly informed can save money, time and prevent many conflicts.

What a thorough list you have put together!! Thank you!!! We just booked a trip to Playa Del Carmen next month and I have bookmarked your page because I know I will be consulting it very often in the next month…:)

That’s amazing!! Thank you so much Grace, you’re going to have an AWESOME time!!!

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How early should you get to Newark Airport when traveling? Here's what the experts say

In the hustle and bustle of air travel, arriving at the airport well in advance is a mantra every seasoned traveler swears by. Newark Liberty International Airport, one of the busiest airports in the country, demands a strategic approach when it comes to timing your arrival before a flight.

How early to get to Newark Airport

For travelers departing from Newark Airport, the old adage "the early bird catches the worm" holds true. Officials at the Port Authority recommend arriving at least two to three hours before domestic flights and three to four hours before international flights. This buffer allows passengers to navigate through security, check-in, and unforeseen challenges seamlessly.

A recent Reddit thread quickly discouraged a traveler from only getting there an hour and 15 minutes ahead of the flight.

Port Authority shared the two-hour recommendation with three hours for international. This could change if you have TSA Precheck but it doesn't hurt to still give yourself the extra time.

Owe for tolls? Port Authority cracks down on toll evaders, recovers over $25 million

Newark Airport check-in and baggage drop

Efficient check-in and baggage drop are crucial elements of a stress-free airport experience. Newark Airport provides various check-in options, including online check-in and self-service kiosks. Arriving early allows passengers to address any potential issues with their reservations, baggage, or travel documents without the pressure of imminent departure.

Many airlines offer mobile check-in the day before your flight, so you can already be checked in for the flight when you arrive at the airport

If you're traveling with an infant on your lap will, they might still need a boarding pass. An agent at the desk can help you obtain one.

Security screening procedures at Newark Airport

Security screening is a pivotal stage in the airport journey, and Newark Airport is no exception. To avoid long lines and potential stress, arriving early ensures passengers have ample time to pass through security checkpoints. However, TSA has developed modified screening procedures for children who appear to be 12 years old and younger.

Estimated wait time for security check is displayed at the entrance of the security check point and on the  airport website.

Mitigating unforeseen delays

Weather, traffic, and other unforeseen factors can disrupt even the most meticulously planned journeys. Arriving early provides a safety net, allowing travelers to handle unexpected delays with calm and composure. Additionally, early birds have a better chance of securing alternate flights in case of cancellations or missed connections.

Newark Liberty Airport: Modern cable car system will replace AirTrain

Newark Airport amenities

Newark Airport boasts a variety of amenities, including shops, restaurants, lounges, and entertainment options. Arriving early provides passengers with the opportunity to explore and make the most of these offerings. It also has nursing pods and family restrooms to make the journey for mothers as comfortable as possible.

NJ transportation: Trolley cars used to crisscross New Jersey. This restored relic has a curious history

Transportation to Newark Airport

For those relying on public transportation to reach Newark Airport, it's crucial to factor in potential delays or disruptions. Trains and buses might experience occasional delays, emphasizing the importance of allowing extra time for any unforeseen circumstances. If you drive to the airport, you can reserve parking online.

Whether it's to navigate security, address check-in issues, or simply enjoy the airport amenities, early arrival contributes significantly to a smooth and stress-free travel experience. So, next time you plan a trip from Newark, consider adopting the early arrival strategy – your journey will thank you for it. Safe travels!

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This airport has never lost a bag. For one chief handler, it's all about respect

Kathryn Fink

This Japanese airport hasn't lost luggage in three decades

The Kansai International Airport boasts a remarkable record since it opened 30 years ago. Tomohiro Ohsumi/Getty Images hide caption

As the summer travel season begins, thousands of bags will go missing at airports all over the world. It's a given at this point. But not at one particular airport in Japan that makes a stunning claim: it has never lost a piece of luggage.

Kansai International Airport opened in September 1994, on an artificial island in Osaka Bay, and its records state it has maintained a perfect baggage streak since.

That's a lot better than the U.S. can claim, with the Bureau of Transportation Statistics finding domestic flights lose 3 million bags every year.

TSA screens record number of travelers as Memorial Day weekend kicks off

Kansai Airport serves the city of Osaka and welcomed nearly 14 million passengers last year. It's also no stranger to accolades, having won an international award for best baggage delivery eight times.

For Tsuyoshi Habuta, who oversees baggage operations for one of the handling companies at Kansai, the record is a shared milestone.

"It requires responsibility and teamwork, and as a result, when the aircraft leaves on time, there’s a great sense of achievement," he told NPR through an interpreter.

Habuta has been working at Kansai Airport for 17 years. He says there are multiple layers of checks to ensure luggage doesn't go missing and that his team has a precise system for arranging bags before a departing flight.

Yet if you’re looking for a rousing inside scoop on Kansai’s baggage operations, you likely won’t find one. The airport insists there isn’t a secret sauce.

“It would be the result of the daily efforts and careful work of everyone involved, including airlines and handling companies,” airport spokesperson Momoka Wakabayashi said in an email. “We apologize if this would be not a specific answer.”

Kansai Airport is expecting an influx of travelers next year. Buddhika Weerasinghe/Getty Images hide caption

For Habuta, the prospect of losing bags simply comes down to right and wrong. He says it should not happen because luggage is precious to passengers. And while travelers may not see him, he still feels a strong commitment to their wellbeing.

"It's not the kind of thing that's in the limelight. It's more like a backstage role," Habuta says about his job, adding that he has made it his mission to keep passengers coming back to the airport.

"We are working hard to study and learn more each day so that we can make the passenger happy. I really think this is the spirit of Japanese hospitality," he says.

A hospitality, he says, that is about thoroughness and an attention to detail.

Air travel has gone to the dogs — literally. Here’s what to know about BARK Air

One of those details occurs when arrival baggage is brought to the carousel. He says his team places each suitcase with the handle facing outward, so that passengers can more easily grab their bag.

Next year, Kansai Airport is expecting the number of travelers passing through to nearly triple — to 37 million people. Osaka will host the World Expo in 2025, and is expected to draw more than 20 million visitors.

Habuta appears unfazed by the potential influx of additional luggage, and what this means for the airport's clean record.

"We are expecting a lot of growth of passengers," he says. "We want the airport to be an exciting, active, vitalized place for everyone to come and use."

Florida woman’s Apple Watch traces lost luggage to airport worker’s home

The employee was charged with grand theft after Spirit lost the passenger’s bag at the Fort Lauderdale airport.

A shop worker at a South Florida airport was charged with stealing thousands of dollars in electronics and clothing after a woman showed up to his home looking for missing luggage that she tracked to his address by using a signal from her Apple Watch.

An arrest affidavit for Junior Geneus Bazile, 29, was filed in March but did not name the woman. However, Paola Garcia told Local 10 News this week that she was the passenger involved in the incident at Fort Lauderdale-Hollywood International Airport. According to the affidavit, the pink suitcase contained an Apple MacBook, an iPad, an Apple Watch, jewelry and high-end women’s clothing, worth more than $5,000 in total.

The affidavit from the Broward County Sheriff’s Office says Garcia’s flight was canceled and passengers were advised to retrieve their luggage from a carousel at the airport. She told the local news station she stood waiting for the bag, which contained a laptop she needed for her university studies, at a carousel for at least two hours. But it never arrived. Garcia told Local 10 News that she normally carries the bag on board with her, but on this occasion, Spirit Airlines employees forced her to check it.

When she used an Apple feature to “ping” her electronic items, she discovered they were at a home in Fort Lauderdale. She traveled to the address the following day and was unable to make contact with the residents. She told police that she saw several pieces of luggage, but none were hers, according to the affidavit.

A detective then searched for the address in internal employee databases from the airport, and discovered it was a match for Bazile, who was at work at a store in the airport on the day the luggage disappeared.

CCTV footage showed Bazile entering the storage room of the shop he worked at with a pink hard-shell roller bag, matching the description of Garcia’s stolen luggage. After placing the suitcase underneath the desk, he took out a MacBook and other items, which he placed into separate bags.

It is unclear how or when the suitcase was taken. According to Local 10 News, Garcia’s items were not recovered.

Paradies Lagardère, where Bazile worked, said in an emailed statement Thursday that the company “takes this matter very seriously. Immediately upon learning of the incident, this employee was terminated.” Bazile was charged with grand theft and has a hearing set for August.

Spirit Airlines said in an email that although it was “not aware of any evidence that any Spirit employee was involved,” it issued a reimbursement check to the passenger “as a courtesy.”

A lawyer for Bazile did not immediately respond to overnight requests for comment.

This is not the first time that passenger electronics have been used to uncover theft by airport workers: In 2022, an airline subcontractor in Florida was charged with two counts of grand theft after investigators cross-referenced the last location of an Apple AirTag in a missing suitcase with the addresses of nearby employees, leading them to a home containing more than $16,000 in stolen items.

But the case has once again brought attention to the issue of missing and stolen luggage — and what to do if your own belongings go missing while you’re traveling.

U.S. Department of Transportation figures for January to March of this year found that more than 650,000 bags on direct domestic flights were mishandled — or 0.58 per 100 of those placed on board. The figure represents a slight decrease from almost 700,000 over the same period last year. (The figures do not break down the number of lost or stolen items.)

If your bag is lost , the airline is responsible for returning it, so the first step is to file a claim at the airline’s baggage desk.

You may be entitled to compensation — or the cost of your checked-bag fee — but this can vary between airlines, and you’ll need to hold on to any receipts if you’re trying to recoup the costs of replacement items.

Travel insurance is important to protect you if your luggage is lost or stolen, the experts say. Make sure your items are easily identifiable and take photos of them in case you need to file a report, and try to include your address on both the outside and the inside of the luggage.

Try not to check your bags if at all possible — although this may not always be practical for travelers or, as Garcia’s case shows, even an option.

You can also consider placing Apple AirTags or other location tracking devices inside your suitcase, though you’ll need to make sure they’re compatible with your phone. The Federal Aviation Administration says lithium-powered trackers are allowed in checked luggage, with some limits.

And if you do find your item isn’t where it’s supposed to be, make sure to inform the police rather than trying to track it down in person.

As Garcia told Local 10 News of police’s response when they heard she had gone to the address: “The first thing the police told me was like, ‘What are you doing here? This is so dangerous for you to be here.’”

Natalie B. Compton contributed to this report.

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