Happy Shuttle Cancun has been working with Feefo to collect customer reviews since 2016. As a trustworthy airport transfer operator, Happy Shuttle Cancun know they need social proof to encourage travellers to book with them, and part of that means collecting, and responding to reviews. We spoke to Dieter Ordonez at Happy Shuttle Cancun, to find out about how working with Feefo has enhanced their business.
Essential insights
By collecting verified customer reviews with Feefo, Happy Shuttle Cancun have seen:
- Immediate positive impact on their marketing efforts
- Faster issue resolution and better customer retention
- How fresh, verified reviews drive more conversions
- Their success recognised and rewarded at the Feefo Trusted Service Awards
Why reviews are so important to Happy Shuttle Cancun
Trustworthy holiday transfer companies face a huge challenge in earning the trust of travellers; particularly when they’re heading to luxury destinations like Cancun. Customers want to be confident they are going to get to their destination safely, comfortably, and on time – showing that their experience is important to them.
Unfortunately, stories of unreliable shuttle operators that don’t turn up, or do but with vehicles that aren’t roadworthy are common. This means that responsible businesses must work harder to prove to customers that booking with them, their money – and the start of their holiday – aren’t at risk.
Because of these challenges, the team at Happy Shuttle Cancun recognised they needed real reviews to reassure customers that they are a business to trust.
As Dieter says,
“In the travel industry, validation is key. Travelers are used to checking reviews before booking. Feefo helps us provide that trust factor, ensuring customers feel confident choosing us.”
Not all review providers are equal
Before switching to Feefo, Happy Shuttle Cancun had been collecting reviews with another review provider, but had found it difficult to collect ratings consistently, and for reviews to display correctly on different ecosystems. There wasn’t a seamless method for their reviews to show on search results, which hindered their ability to maximise traffic and improve performance.
Further, because the reviews they collected with their old provider weren’t embedded on their website, the organic traffic that was searching for them was leading customers elsewhere. When customers searched for reviews of the company, they were taken to the review provider’s website, rather than the Happy Shuttle Cancun website, meaning potential customers were less likely to return to their website to convert.
Embedding trust with Feefo
Happy Shuttle Cancun knew they still needed reviews; they just needed a provider that could meet their needs effectively. Because Feefo reviews could easily be embedded on their website, customers searching for reviews of the company stayed on the page, and the team saw an improvement in conversions.
Reviews also meant they could improve their service; they implemented a process of responding to, and resolving any negative feedback within four hours. By doing so, they ensure their customers have a much more positive experience, even if something has gone wrong. By publicly responding to reviews, future customers can see the team are actively working to resolve any problems.
Feefo functionality supports the team with this, and because feedback requests only go to genuine customers, when something goes awry, they can follow up with them immediately.
“Feefo was the only service where we can track every detail of the booking – driver, agent, etc. So now, we know exactly what action to take to overcome difficulties that our customers might have experienced.”
Better reviews, bigger results
As a result of collecting verified reviews with Feefo, Happy Shuttle Cancun saw immediate improvements in their visibility and seller ratings, leading to:
Enhanced Marketing Strategy
Feefo’s verified reviews significantly improved their search performance, leading to better visibility on Google, increased organic search rankings, and higher click-through rates on SEM campaigns.
Better customer retention
Because the team are alerted to negative feedback instantly, they can address issues promptly. Their strategy to ensure customer issues are resolved within 4 hours helps to turn negative experiences into positive ones – meaning that customers are more likely to book with them again.
Valuable insights
Regular surveys and real-time feedback help Happy Shuttle Cancun to further refine their service and their value proposition, placing a greater emphasis on Good Value for Money and Guaranteed Booking.
Achieving awards
The changes the company have made as a result of the customer feedback they have collected with Feefo have led to their best performance ever, leading to some incredible achievements outside the business. Happy Shuttle Cancun were awarded Platinum at the Feefo Trusted Service Awards for 2025 – and to receive the Platinum award, businesses must have won a Gold Trusted Service for the past three consecutive years. (The requirements for Gold status are that they must have collected at least 50 reviews in that year, and achieved a Feefo service rating of at least 4.5.) Outstanding service deserves recognition; we were delighted to recognise the great service that Happy Shuttle Cancun offer.
The road ahead for Happy Shuttle Cancun
Keeping customers happy at the start and end of their holidays is at the forefront of everything the Happy Shuttle Cancun team do, and as such, they’ll continue to use verified reviews to refine their business.
They’re also currently working to evolve their digital presence with a website redesign to highlight Feefo reviews more prominently. Not only that, though – the business is looking to extend their presence. Current plans include Happy Tours Cancun, Happy Catamarans Cancun, and a hotels website. The team know that the success of each business will depend on their collecting and displaying genuine customer reviews; and they’ll be looking to Feefo to help them do exactly that.
Are you ready to build trust and boost conversions like Happy Shuttle Cancun? Get in touch to discuss how Feefo can help your business today.
