Robert D.
NO-SHOW Airport Transfer & Non Existent Customer Service
Our family booked & paid for Belize Water Taxi (San Pedro Belize Express) for the peak day of December 24, 2025 for their combined airport transfer services from Belize Airport to the port, and then their water taxi/ferry to Caye Caulker. We opted for their combined services (paying a premium for using their airport service vs. taking a local airport taxi to the port) to help ensure we caught our water taxi/ferry reservation; important to note that this was the second to last water taxi/ferry of the day and fully booked. Per Belize Water Taxi instructions, we provided our flight details in advance as they assured us that their staff would be monitoring our flight’s arrival time. On the day of travel we learned our flight was delayed by an hour so we proactively emailed Belize Water Taxi with the revised arrival time. We wanted to ensure they were aware given the reduced connection time for us to catch our water taxi/ferry connection. Not only did Belize Water Taxi not acknowledge our communication, but they couldn’t have been monitoring the flight as when we arrived in Belize there was no driver from Belize Water Taxi. We waited some time, but given we couldn’t risk missing our reservation for the 4:30pm water taxi/ferry (2nd to last ferry of the day and fully booked), we had no other option but to incur the additional expense of taking an airport taxi to the port. When we arrived at the port (thankfully with just enough time to catch our 4:30pm ferry), the representative from Belize Water Taxi barely acknowledged their error and said that they would have someone follow-up from a customer service perspective. While we acknowledge mistakes can happen (airport transfer no-showing), my grave disappointment is Belize Water Taxi’s complete lack of customer service: • No apparent monitoring of flight details on Dec 24 • No acknowledgement of our Dec 24 communication regarding the 1 hour delay • No follow through with their promise that customer service would email us • No response to an email we initiated in early January (once back home) • No response to a follow-up request The impression left is one of arrogance, ‘we have your money already, so we don’t need to bother acknowledging or take any action.’ If going to Caye Caulker, there are not many options to get you there. Our advice, if you are going to use Belize Water Taxi, exercise caution and minimize your financial exposure by not booking their airport transfer service. Take an airport taxi (@ $40USD) to the port. It’s less expensive, more reliable, and reduces your exposure to the poorly managed Belize Water Taxi.