We’ve provided answers to some common questions here, but if you don’t find what you’re looking for please call us directly at (833) GET-LUXY. We’re here to make your ride better.
How does LUXY™ offer great prices and service?
We partnered with the largest network of regional black car providers and built technology to increase their efficiency on the road while reducing carbon emissions. By minimizing the wasted fuel and time spent traveling empty, we can then pass those savings on to the traveler. You can find more detailed information here.
Where do I find the prices?
To get a free quote for a ride, provide your pickup/destination address, date, and time via luxyride.com or the LUXY™ Ride mobile app. The initial quote you will see includes taxes, tolls, and gratuity to your driver. If you choose to add any services such as a Meet & Greet or a Car Seat, it will be included in your Grand Total prior to completing your booking.
What does all-inclusive mean?
Our all-inclusive pricing means that there are no hidden fees or surprise surcharges – totals shown are always per vehicle and include all taxes, tolls, and gratuity to your driver.
What’s the maximum capacity per vehicle?
The maximum number of passengers and bags which can comfortably fit in each vehicle is shown under each vehicle type from luxyride.com or via the LUXY™ Ride mobile app.
How can I make a compliment or complaint?
Contact our Client Care Team at (833) GET-LUXY or email support@luxyride.com.
Can I book a ride for someone else?
Yes. During the booking process, simply provide the name, email address, and the mobile number of the person you are booking for in the passenger details section, while your name will go under booking information. You will both receive a confirmation email of your booking.
What is the cancellation policy?
Cancel your upcoming trips right from your LUXY™ Ride app. Learn more about how to cancel your ride here.
- Ground & Airport: Cancellations within 12 hours of the scheduled pickup time will not be refunded unless Trip Protection is selected.
- Events: Cancellations within 48 hours of your pickup time will not receive a refund. Trip Protection is not applicable to Event rides.
- Passenger No-Show: In the event that you cancel within 3 hours, this is considered a passenger no-show, and no refund will be issued. This also includes missed flights and missed rides.
What does Trip Protection cover?
Trip protection is non-refundable. Selection of the $8 Trip Protection gives you the flexibility to cancel up to 3 hours prior to your scheduled pick up time and still receive a full refund minus the non-refundable protection. If your flight is delayed, diverted, or cancelled before 3 hours, you have the option of rescheduling your trip at no additional cost. This option is not applicable to Events. Please view our Terms and Conditions for more information here.
Do you offer child seats?
Yes, child seats must be requested at the time of booking, either online or over the phone. You will be responsible for installing the car seat. You may select from;
- Rear-Facing
- Forward-Facing
- Booster Seat
Can I bring my pet?
Of course, pets of all kinds are welcome! Simply request the additional Pet Service for $30 per ride during your booking. You can check out more on our pet policy in our Terms and Conditions.
How do I add extra stops to my ride?
Extra stops can easily be added when booking via luxyride.com or the LUXY™ Ride mobile app. If you wish to make one or more stops with wait time during your ride, we recommend contacting our Client Care Team at (833) GET-LUXY.
How do I make changes to my booking?
You can make changes right from the LUXY™ Ride mobile app. Learn more about how to modify your trip details here.
What should I do if I forgot to add my flight info?
Contact our Client Care Team via support@luxyride.com or (833) GET-LUXY. All flights are tracked for drivers to arrive according to your flight arrival time.
When will I get my driver’s contact details?
Once the driver is assigned to the Trip, you will receive an email with your driver’s name and vehicle information. At the time of the pickup, you will be notified that your driver has arrived. You will also receive a OTP (One Time Passcode), which we call the 4-Digit Safety PIN. You must confirm this PIN with your driver to begin your ride. Find more information and/or watch tutorials on how the 4-Digit Safety PIN works here.
What if my flight is delayed or diverted?
No need to worry, drivers are tracking your flight and they know exactly when the flight will be arriving. If you have not selected the additional Trip Protection you may be subject to wait time charges or the cost of a new ride.
How do I find my driver?
Your driver will be waiting for you curbside (outside the arrival terminal) or if you add the Meet and Greet option your driver will meet you at baggage claim. Meet and Greet services may not be available at all airports.
How long will the driver wait for me?
Ground Pickup
You are allotted a 15 minute grace period at no charge, after which time the driver will attempt to contact you. If you are running late, please contact your driver and/or our Client Care Team at (833) GET-LUXY. Your ride will be considered a ‘no show’ if we don’t hear from you 15 minutes after your grace period has ended. You may be charged wait time and other applicable charges unless you have selected Trip Protection.
Airport Arrival
Since flights often don’t arrive on time, we ask for your flight information during booking so that the driver can track your flight and you can avoid wait time charges. Our grace period at the airport for Domestic Flights is 45 minutes and International Flights is 75 minutes from plane arrival time. Please set your pick up time to reflect plane arrival time. Your ride will be considered a ‘no show’ if we don’t hear from you 15 minutes after your grace period has ended.
What are my options for tipping my driver?
Your driver’s gratuity is included with your price when booking your ride.
How do I rate my ride?
The LUXY™ Ride mobile app will allow you to immediately rate a trip once it’s completed or if you forget to rate your trip, you can always do so from your Trip History in the mobile app or from your profile at luxyride.com.
What should I set my ride pick-up time as?
Please set your time for pick up on airport travel to the time the plane lands. If another time is given then you will forfeit the grace period for flights and be given a 15-minute ground grace period. $1.50 per minute can be charged thereafter.
How do I access my profile?
You can sign in to your account from luxyride.com or the LUXY™ Ride mobile app using the password you created when you activated your account. From there, you can view your Upcoming, Past, and In-Progress trips. If you’re having trouble signing in you can request a Password Reset or contact our Client Care Team via (833) GET-LUXY or support@luxyride.com.
How do I change my password?
If you’re already logged in to your profile, you can click on the Welcome menu in the top right corner, then click Change Password from the drop-down menu and edit your account information. Alternatively, before you log in you can click Lost Password? via luxyride.com or tap Forgot Your Password? in the LUXY™ Ride mobile app to get an account recovery link emailed to you.
Why do I need to give my credit card details?
We require a valid credit card to book your ride. Your credit card information is stored securely with the Payment Service Provider according to industry standards (PCI-DSS compliance).
Which payment options are available?
We accept Visa, Mastercard, American Express, Discover and all major Credit Cards.
When is my ride charged to my credit card?
Your credit card will be charged upon booking your ride.
Why do I have another charge on my credit card?
If you receive a second charge after your ride is completed, it will be due to one or more of the following reasons:
- You changed your trip in a way that affected the price.
- You incurred wait time charges.
- Your car required cleaning/sanitation upon completion of your trip.
If you have any questions regarding charges to your ride, please contact us at (833) GET-LUXY or send an email to support@luxyride.com.
How do I change my credit card?
LUXY™ Ride Mobile app
From the mobile app, open the side menu at the top left of your screen and select Wallet. From here, you can add, delete and edit your payment methods.
Luxyride.com
Once you’re signed in, from the top right ‘Welcome’ dropdown menu select Wallet and your previously saved payment methods will appear under My Cards.
How do I add a promo code to my order?
Website:
Once you have completed your ride pick-up and drop-off details and selected the vehicle for your ride, you will move to a new screen where you can enter Passenger Information, and add Extra Accommodations and Payment Details. Under “Extras”, you will see a gift icon next to a listing for Promo Code. Toggle this button to on (it will turn orange), and underneath it, you will have the option to enter a participating promo code.
App:
Once you have completed your ride pick-up and drop-off details and your passenger details you will move to the screen to enter your Payment Details. At the top of this screen will be a field to enter your participating promo code listed “Promo Code”.
Why did I get an error message when I added a credit card?
This could be due to a variety of reasons. Please contact our Client Care Team at (833) GET-LUXY to tell us which type of credit card you want to add, any information included in the error message, as well as which browser or app version you used.
What happens if the address I have entered can’t be found?
If our system doesn’t recognize an address, please contact our Client Care Team at (833) GET-LUXY and we will gladly help with the required address.
What is the LUXY™ Corporate Program?
For businesses looking to upgrade their travel experience, you’ll gain exclusive access to LUXY™ Concierge where you can manage your rides, clients, and payments with just a few clicks. You can join for free from here.
What are the benefits?
It’s free to sign up and it includes;
- LUXY™ Concierge Dashboard
- Flight Tracking
- 24/7 Client Care Team
Learn more or sign up for free from here.
What is LUXY™ Concierge?
The LUXY™ Concierge dashboard is built to manage any number of clients, schedule rides in advance or near on-demand, and confirm your ride statuses – all from one place. Log in to your dashboard from here.
How do I sign up?
You can join our corporate program from here. A Team Member will reach out within 24 business hours on the next steps.
POLICIES
When will I get my drivers contact details?
Once the driver is assigned to the Trip, the customer receives an email with the drivers name and contact information. Customers and drivers are able to communicate with each other through the mobile app once the driver has been assigned. This generally occurs 12 hours prior to the pick up time, and is subject to change.
What is the LUXY™ cancellation policy?
Travel arrangers or passengers can contact LUXY if cancellation from the corporate dashboard is not accessible due to time restraints, via support@LUXYRide.com, or 1-833-GET-LUXY (438-5899) to cancel a reservation. Upon cancellation, you will receive an email with all the details, for your records.
- For Ground & Airport: Any ‘no-shows’ or rides cancelled within 12 hours of the scheduled pick-up time will not be refunded unless Trip Protection is selected.
- For Special Events: Cancellations within 48 hours of your ride pickup time will not receive a refund. Trip Protection is not applicable to Special Event rides.
What is the Wait Time policy?
GROUND
You are allotted a 15 minute grace period at no charge, after which time the driver will attempt to contact you. Your ride will be considered a ‘no show’ if we don’t hear from you 15 minutes after your grace period has ended. You may be charged wait time and other applicable charges.
AIRPORT
Since flights often don’t arrive on time, we collect your flight information during booking so that the driver can track your flight and avoid wait time charges. Grace Period at the airport for Domestic Flights is 45 minutes and International Flights is 75 minutes, from the time the plane gates. Your ride will be considered a ‘no show’ if we don’t hear from you when 15 minutes have passed after your grace period ended. You may be charged wait time and other applicable charges.
WAIT TIME CHARGES
Wait time will be charged once the grace period has ended and will be calculated at $1.50 per minute.
What if my flight is delayed?
No need to worry, drivers are tracking your flight and they know exactly when the flight will be arriving.
What types of vehicles are used?
The most popular used vehicles are Lincoln, Cadillac, Mercedes, BMW, however other luxury vehicles may be used as long as they are 7 years old or newer.
What details will my passenger see if I provide an email address?
Booking confirmations/receipts. This includes edits made. Driver assignment emails. Cancellation emails.
What are your affiliates insurance minimum requirements?
We require $300,000k minimum for our affiliates.
PAYMENTS
When is my ride charged to my card?
Your credit card will be charged upon booking your reservation.
Additional charges may be charged after the ride for wait time or other additional charges incurred, and an email will be sent to the travel arranger.
Are payment amounts shown to my passenger?
Yes, they are included in the booking confirmation.
TROUBLESHOOTING
What if the address I have entered can not be found?
If our system doesn’t recognize an address, please contact our Client Care Team at 1-833-GET-LUXY (438-5899) and we will gladly help with the required address.
