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Frequent Asked Questions (FAQ)

Frequent Asked Questions (FAQ)

1. What services do you offer?

Bed to Bed transfers: For loved ones with limited mobility capabilities that require a high level of physical assistance by our staff, in order to be mobilized from their bed or room to a wheelchair or stretcher and then transported to their destination.

Door to Door transfers: For Loved Ones that have mobility challenges, however, they can reach the door or curb of their homes by themselves or assisted by a family member, and seat down on a wheelchair to be transported to the door of a destination. Or might use a scooter or motorized wheelchair and can reach our accessible vehicle by themselves.

Services are by appointment only. You can schedule your appointment by calling Customer Service at (686) 962-4000 or at our website (www.MasVidaMovilidad.com).

2. What destinations do you serve from El Dorado Ranch & San Felipe Area?

  • To / from / within El Dorado Ranch, San Felipe, Mexicali.
  • To / from El Centro, CA, USA.

Other destinations within the state of Baja California and to / from major airports in the southern border of California and Arizona (SAN, LAX, IPL, YUM, PHX only) are available upon request and confirmation, by calling Customer Service at (686) 962 -4000.

3. What are your operating hours?

We will start service at El Dorado & San Felipe ONLY TWO DAYS PER WEEK,
commencing on March 7 , 2017:

Tuesday: Trips to / from Mexicali and El Centro. Leaving El Dorado / San Felipe at 7:00 am and returning 6:00 pm.

Wednesday: Trips within El Dorado and San Felipe from 9:00 am to 7:30 pm.

The operating schedule, destinations and services will be modified as we determine the needs of El Dorado residents.

4. What services are included?

All transfers include a companion (with no mobility needs or health challenges) and a wheelchair. Also provides your family members the peace of mind of following in real-time the transfer of your loved ones, through video and GPS.

5. What additional services do you have?

Stretcher Transfers.
Special mobilizations (e.g., second floor with no elevator)
Personal Caregiver during your appointment

6. What is your pricing?

One-way trip::

El Dorado to: Door to Door Bed to Bed
El Dorado $17 $27
San Felipe $22 $32
Mexicali $125 $152
El Centro, CA $150 $177

Promotional introductory prices, in dollars, taxes included and valid until 30 April, 2017.

For any question, call Customer Service at (686) 962-4000 (English available) Monday through Friday from 9:00 to 17:00 and Saturday 9:00 to 13:00.

7. What are your payment options?

You can pay by credit card, debit card, cash and points. You will receive payment instructions depending on your payment option while checking out by phone or online.

  • Credit or Debit Card: Major credit cards accepted (Visa, Master Card, American Express and Carnet). Only Mexican Debit Cards are Accepted (Banamex, Santander, HSBC, Scotiabank, Inbursa and IXE).
  • Cash: You can pay at OXXO convenience stores from 7:00am to 6:00pm; and Farmacias Benavides (Benavides Drugstores) any time during business hours..
  • Points: While checking out,, it will be displayed your point balance of your Mas Vida Rewards® account.. Each point equals one dollar. You can use your points in combination with other payment options..

8. What documentation is required for crossing the border to USA?

  • When traveling to USA (e.g., El Centro, CA) normal US documentation (e.g., passport & visa) is required to cross the border.
  • Since the van will use the medical lane at the border crossing, the patient must have a document showing a medical reason for using the lane. This is a Mexican requirement. A card from your doctor indicating "Your next appointment is on <day> at <time>" will suffice. The person accompanying you does not need a medical excuse.

9. When do I need to book my trip?

Any service must be contracted, paid and scheduled (booked) at least one day in advanced of the day when service will be delivered. This applies to Online and Phone reservations. You may lose your reservation if payment has not been received by 4:00pm the day before your transfer. Less than this time, must be done by confirmation only, either by phone or online, and it will be treated as first-come- first-served and based on availability.

10. When do I need to pay my trip?

Any service must be contracted and paid at least one day in advanced of the day when service will be delivered. This applies to Online and Phone reservations. You may lose your reservation if payment has not been received by 4:00pm the day before your transfer.

11. How do I book my trip?

Please, make your bookings at least one day in advance, as capacity is limited.

To book just follow three easy steps, either by phone or on-line:

  1. Open or Access your account.
  2. Buy your service.
  3. Book your trip.
  • Phone: Please, contact a Customer Service Representative at (686) 962-4000 (English attention available) Monday through Friday from 9am to 5:00 pm, and Saturday from 9am to 1pm.
  • On-line:
    1. Please visit our website at www.MasVidaMovilidad.com and click the "Book Now" button, located in the upper right corner. Please provide your login information or open an account. Then, you will be redirected to the home page of your account.
    2. Click "Buy". There you can select the type of service, quantities and payment options; and checkout. You will receive an email with payment instructions depending on your payment option.
    3. Click "Book". There you will be able to provide details for scheduling your reservation. You may lose your reservation if payment has not been received by 4:00 pm (PST) the day before the transfer is scheduled.

If you cannot make your reservation online due to lack of space or after hours, please contact us at (686) 962-4000.

12. How do I cancel my reservation?

Please contact us via:

Phone: (686) 962-4000 (English available) Monday through Friday from 9:00 to 17:00 hrs and Saturdays from 9:00 to 13:00.

Our Cancellation policy is:

  • Cancelations done with two or more days in advanced, receive a refund of 100%.
  • Cancellations done by 4:00 pm (PST) a day before when the service is to be delivered, receive a refund of 80%.
  • Cancellations done after 4:00 pm (PST) a day before when the service is to be delivered, WILL NOT receive reimbursement.
  • Cancellations done at any time due to your Loved One (who will receive the service) passed away, will receive a refund of 100%.
  • Reimbursements are in money by electronic transference to a Mexican Bank Account (only) or in points to your Mas Vida Rewards® account for later use.

1. What is Más Vida Rewards®?

Is the frequent client's program of Más Vida Movilidad, in which the Frequent Loved One, with each contracted service, earns points that can be redeemed for different benefits. Currently is a free program, but only for limited time.

2. What are the benefits of being a member of Más Vida Rewards®?

One of the main benefits is that it accumulates points equivalent to 5% of your purchases at Más Vida Movilidad. Each points equals one US dollar. Points can be redeemed while contracting any of the services at Más Vida Movilidad. You will find the redeemption option and points balance when choosing your payment method at check out, as well as in the promotions that indicate the possibility of using those points.
It also provides access to promotions and discounts exclusively for members of this program. Likewise, to receive information that could be of value to both the Loved One and hers/his family.
For more information, please, Terms and Conditions of Card Mas Vida "https League,,es,you can enter in your browser to https,,es,To do this enter into your browser to https league,,es:// Legal Notices at the "Services" section on the top of this website.


3. Where can I learn more about this program?

On the top menu of this site, you will find a link to the section Más Vida Rewards, simply click on it and you will be re-directed to that section. Or if you prefer, también puede ingresar en su navegador a https://masvidamovilidad.com/pages/tarjeta-mas- vida/, or call (686) 962 4000.

4. How can I become a member of Más Vida Rewards®?

You can get your free* membership by the following two ways:
• Calling Customer Service at (686) 962-4000.
• Opening a Más Vida Movilidad account on this website. Para ello ingresar en su navegador a la liga https://masvidamovilidad.com/pages/tarjeta-mas- vida then click the button "Request Your Membership" and open a Más Vida Movilidad account. When opening the account, please make sure that it is checked the box that says "I want to receive the Más Vida Membership®". For limited time, by doing it through our website, you will get a free one-way local transfer with your initial purchase. (*) The free membership is a promotion that may have a limited time.

5. How can I redeem my points?

Points can be redeemed while contracting any of the services at Más Vida Movilidad. You will find the redeemption option and points balance when choosing your payment method at check out, either on-line or by phone., Member Services application program and rewards, call to (686) 962 4000 attention hours 9:00 – 19:00 ,.

6. Can I see my points online?

Login to your Más Vida Movilidad account, then click on "My Account" icon. There you will find, among other valuable information, your points balance. Also you will find your points balance when choosing your payment method at check out. To access your account, visit our website at http://www.MasVidaMovilidad.com and go the bottom of the site, click "My Account", and provide your login information.

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Questions about our
mobility service?

Contact one of our experts in mobility, who will kindly help you to find a solution to your mobility requirements.

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