Can't find your driver at PUJ arrivals

Where the name sign actually stands

Drivers wait inside the arrivals hall, a short walk past the customs exit, holding a printed sign with your surname. They do not wait outside the building or at the parking area — that is a separate zone reached through a controlled exit, and a driver standing there would not be visible to you as you come through customs.

The hall is one open space with several driver groups from different companies standing in roughly the same stretch. It is common to walk past the right sign in a crowd of thirty other signs, especially with bags and kids in tow. Slow down and read names for thirty seconds before assuming nobody is there.

The first five minutes

Scan the line of signs left to right once, then right to left — people miss a name by looking too fast in one direction. If you still don't see it, stand still rather than walking further into the terminal or out to the car park; moving around makes it harder for the driver to find you if he is doing the same scan from the other direction.

If nothing turns up after that first pass, message us. We would rather get a WhatsApp from someone standing calmly by the exit than have you wander the building looking for a sign you have already walked past once.

WhatsApp the desk

Send your name, flight number and roughly where you are standing (near baggage claim, near the exit doors) to +1 849 377 5889. We call the driver directly — he may be a few meters away behind a pillar or another tour group, and a phone call closes that gap in under two minutes.

Keep your phone on and reachable; if it went to airplane mode for the flight, switch it back before you reach the sign area. Most cases that feel like a missing driver are solved by this single message, not by a longer search.

If your bags are delayed or lost

Go through to arrivals as soon as you are cleared, even if bags are still coming or a bag is missing. The driver is tracking your flight, not your bag carousel, so he is already waiting and the wait is included — there is no extra charge for a slow baggage hall.

Message us as soon as you know there is a delay at the carousel or a bag has to be reported missing. We tell the driver to keep waiting rather than have him wonder why a landed flight has produced no passenger yet, and we hold the pickup until you are through, however long the airline's baggage claim takes.

If you walk outside the hall

If you don't see the sign and walk straight out to the curb or the car park before messaging us, you have left the area the driver is watching. It is not a serious problem, but it adds a few minutes because he now has to leave his position to look for you rather than the other way around.

If this has already happened, stay where you are outside rather than moving again. Tell us your exact location — which exit door, which side of the car park — and we redirect the driver there.

How we re-find you

Every driver has your name, flight number and phone number before the aircraft lands, so re-finding you is a phone call, not a search. We call the driver, tell him where you last were, and he moves to you — you generally do not need to walk back through the hall yourself.

In the rare case a driver has stepped away for a legitimate reason (a restroom break, another arrival at the same time), the desk keeps a second point of contact so nobody is left standing without an answer on WhatsApp for more than a couple of minutes.

Questions we get on this

Where exactly does the driver stand at PUJ arrivals?

Inside the arrivals hall, a short walk past the customs exit, holding a printed sign with your surname — not outside the building or at the car park.

What should I do first if I don't see my driver?

Scan the line of name signs once in each direction and stand still rather than wandering. If nothing turns up, message us on WhatsApp with your name and flight number.

Does waiting for delayed baggage cost extra?

No. The driver tracks your flight, not the baggage carousel, so the wait is already included whether bags come out quickly or are delayed.

What if my bag is lost?

Go through to arrivals once you're cleared and message us. We keep the driver waiting while you report the missing bag; there is no extra charge for the time that takes.

I already walked outside without finding the driver — what now?

Stay where you are and tell us your exact location on WhatsApp. It's faster for the driver to come to you than for you to walk back through the hall guessing where he moved.

How fast can you actually find the driver?

Usually a few minutes. We call him directly with your last known position — most cases are a driver standing a short distance away behind a pillar or another group's sign.