FAQs

Toll charges and airport parking fees are excluded from the fare and will be added to the final cost of the trip if applicable. Should you prefer to avoid toll routes, please communicate this preference to your chauffeur prior to departure.

Ground Transfers

Our standard transfer rate is based on a seamless pick-up and drop-off experience. However, we offer a complimentary waiting time of up to 10 minutes.

Airport Arrival Pick-ups

Domestic Flights: Includes 30 minutes of complimentary waiting time from the actual flight landing time.

International Flights: Includes 60 minutes of complimentary waiting time from the actual flight landing time.

Additional Waiting Time

Should delays occur or if the waiting time exceeds the specified limit, an additional charge of $2.50 per minute will apply. Please note, extended waiting time is subject to availability.

If you anticipate exceeding the allocated luggage allowance, we strongly recommend contacting us in advance to arrange an upgrade to a larger vehicle. Please note that, should the luggage exceed the boot capacity without prior arrangement, you will be required to organise alternative transport for the excess luggage on the day. The trip will continue as scheduled for the remaining passengers and luggage; however, if you choose not to proceed with the trip, the booking will be considered completed, and no refund will be issued. For safety and comfort, luggage cannot be placed inside the vehicle cabin.

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.

We do not charge any additional credit card fees.

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

Our event pick-up service requires a minimum booking of 2 hours. This ensures sufficient time to account for traffic and allows the chauffeur to arrive early and secure an appropriate waiting location.

On the day of the event, the designated waiting location will be communicated to you via SMS. The chauffeur will position the vehicle as close to the venue as possible, taking into consideration traffic conditions, road closures, and space availability. Passengers will then need to proceed to the specified location to meet the vehicle.

To arrange your event pick-up transfer, please select the hourly service option (minimum duration of 2 hours) when booking.

Yes, it is possible if you are confident that you will be ready on time, as the vehicle can only wait for a maximum of 10 minutes. However, we highly recommend booking our hourly service (minimum of 2 hours), even if you only require the vehicle for a transfer. This option provides greater flexibility in case of any unexpected delays, allowing you to avoid the stress of rushing or potentially missing your ride.

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

When booking your ride, please select the appropriate child seat based on your child’s age:

• Infant Seat (rear-facing): Suitable for children up to 12 months old.
• Child Seat (forward-facing): Designed for children aged 1 to 4 years old.
• Booster Seat: Intended for children aged 4 to 7 years old.

Child seats are mandatory for children under 7 years of age in all vehicles, except for the Luxury Minibus (14-seater). If the appropriate child seat is not added to your booking, we will be unable to provide transport for the child, and you will need to make alternative arrangements on the day of travel. The trip may still proceed for other passengers and luggage; however, should you choose not to continue with the trip, the booking will be marked as completed, and no refund will be provided.

To ensure compliance and safety, please book child seats appropriate for your child’s age when completing your reservation. Note that child seats may not be available for all vehicle categories.

Yes, you are welcome to bring your own child seat. Our chauffeur will be happy to assist with the installation as required. Please ensure that the child seat complies with Australian standards.

No, our team monitors your flight in real-time to ensure your airport pick-up time is seamlessly adjusted to align with your flight actual arrival time. You will also receive an SMS notification from your chauffeur immediately upon your flight’s landing.

Ground Transfers

Our standard transfer rate is based on a seamless pick-up and drop-off experience. However, we offer a complimentary waiting time of up to 10 minutes.

Airport Arrival Pick-ups

Domestic Flights: Includes 30 minutes of complimentary waiting time from the actual flight landing time.

International Flights: Includes 60 minutes of complimentary waiting time from the actual flight landing time.

Additional Waiting Time

Should delays occur or if the waiting time exceeds the specified limit, an additional charge of $2.50 per minute will apply. Please note, extended waiting time is subject to availability.

If your flight is cancelled, please reach out to us immediately so we can assist with rescheduling your car booking.

• If your flight is cancelled at the last minute but the alternative flight arrives at a similar time to your original booking, we will reschedule your booking at no additional charge.
• If your flight is cancelled at the last minute and rescheduled for a few hours later or on another date, you will need to cancel your existing booking and create a new one. Please note that a cancellation fee will apply. If you have travel insurance, these costs are typically covered under your policy.

If you miss your flight, your booking will be marked as a “no-show,” which means no credit or refund will be provided. If you require an another pick-up, you will need to create a new booking.

If you anticipate exceeding the allocated luggage allowance, we strongly recommend contacting us in advance to arrange an upgrade to a larger vehicle. Please note that, should the luggage exceed the boot capacity without prior arrangement, you will be required to organise alternative transport for the excess luggage on the day. The trip will continue as scheduled for the remaining passengers and luggage; however, if you choose not to proceed with the trip, the booking will be considered completed, and no refund will be issued. For safety and comfort, luggage cannot be placed inside the vehicle cabin.

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.

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.

To cancel your booking, please log in to your account through our website or use the Luxcar Passenger app to manage your ride cancellation.

CANCELLATION POLICY

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.

Please log in to your account through our website or the LuxCar Passenger app. From there, you can cancel your current booking and create a new one with your preferred time.

Unfortunately, we are unable to amend the pick-up time on existing bookings last minute. However, the driver may be able to wait if required, with waiting time charges applying (subject to the driver’s availability). Alternatively, you will need to cancel your current booking and create a new one.

Yes, the Luxcar app is available for download on both the App Store and Google Play.

Ground Transfers

Our standard transfer rate is based on a seamless pick-up and drop-off experience. However, we offer a complimentary waiting time of up to 10 minutes.

Airport Arrival Pick-ups

Domestic Flights: Includes 30 minutes of complimentary waiting time from the actual flight landing time.

International Flights: Includes 60 minutes of complimentary waiting time from the actual flight landing time.

Additional Waiting Time

Should delays occur or if the waiting time exceeds the specified limit, an additional charge of $2.50 per minute will apply. Please note, extended waiting time is subject to availability.

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

To ensure the comfort of all passengers and to maintain the cleanliness of our vehicles, we regret that pets are not permitted.

You can  click here  to view our terms and conditions.

Please contact us promptly with a detailed description of the item and your booking reference number.