FAQs

CANCELLATION POLICY

To cancel your booking, written confirmation is required to ensure effectiveness. Please note that cancellation fees will apply.

Transfer Bookings:

• If cancelled 4-24 hours prior to scheduled pick-up, a 50% cancellation fee will apply.
• If cancelled less than 4 hours prior to scheduled pick-up, a 100% cancellation fee will apply.

Hourly Bookings:

• If cancelled 48 hours or more prior to scheduled pick-up, a 15% cancellation fee will apply.
• If cancelled 24-48 hours prior to scheduled pick-up, a 50% cancellation fee will apply.
• If cancelled less than 24 hours prior to scheduled pick-up, a 100% cancellation fee will apply.

No, our team tracks your flight in real-time, ensuring your pick-up time is adjusted accordingly. You will receive an instant SMS notification from our chauffeur as soon as your flight touches down.

You will receive an email confirmation once your booking request has been received. An additional notification will be sent when a driver has been allocated, typically within 48 hours prior to the scheduled pick-up time.

Our standard transfer rate is calculated on the basis of a seamless pickup and drop-off, with no extra waiting time (subject to vehicle availability) beyond 10 minutes for ground transfers, 30 minutes for domestic airport arrivals, or 60 minutes for international airport arrivals. However, if there is a delay or the waiting time exceeds the specified limit, a charge of $2.50 per minute will be applied to your account. Please be advised that extra waiting time will be subject to availability.

SYDNEY

• Domestic: Our chauffeur will be waiting for you at the designated limousine pick-up zone just outside the baggage claim area.
• International: Our chauffeur will be waiting for you at the arrival hall, holding a pick-up sign.

MELBOURNE

• Domestic: When you exit the security doors, our chauffeur will be waiting for you at the bottom of the escalators. Alternatively, they will be at the arrival hall holding a sign with your name for easy pickup.
• International: Our chauffeur will be waiting for you at the arrival hall, holding a pick-up sign.
• Minibus: In compliance with Melbourne Airport regulations, vehicles with 10 seats or more must use the designated “Group & Charters” zones on the ground levels for drop-offs and pick-ups. For T1, T2, and T3, the zone is conveniently situated in front of T2. As for T4, the zone can be found on the ground level of the transport hub. Rest assured, our experienced chauffeurs will drop you off at and meet you at these locations, ensuring a seamless experience for your departure or arrival.

BRISBANE

• Domestic: Our chauffeur will be waiting for you at the baggage carousels, holding a name sign.
• International: Our chauffeur will be waiting for you at the arrival hall, holding a pick-up sign.

ADELAIDE

• Domestic: Our chauffeur will be waiting for you at the arrival hall, holding a pick-up sign.
• International: Our chauffeur will be waiting for you at the arrival hall, holding a pick-up sign.

To modify your reservation, please log in to your account either online or through the LuxCar app. Ensure that all changes are made before the specified cancellation time to avoid any fees, in accordance with our cancellation policy.

We do not charge any additional credit card fees.

Please contact us immediately to make arrangements for rescheduling your car. We will do our best to accommodate your request at no additional cost. However, it is crucial that you inform us as soon as possible. Please note that late cancellations may incur charges.

If you are unable to locate your chauffeur, please first check your phone for any text messages. Ensure you are at the designated airport pickup point. Should further assistance be required, you may contact your chauffeur directly via the LuxCar Passenger App or reach out to our office at 1300 589 227. Our dispatch team will promptly assist in locating your chauffeur and coordinating a meeting point.

You can  click here  to view our terms and conditions.

We exclusively provide chauffeur-driven services for all our vehicles; self-drive rentals are not available.

Absolutely! Once you select your vehicle, you can conveniently add a child seat on the options page. Child seats are primarily available in people mover vehicles. Please note that child seats may not be available in some vehicle categories.

We accept payments via credit card, and full payment is required at the time of confirmation.