FAQs

Simply click here to receive an instant quote, explore available options, and make your reservation. Alternatively, bookings can be made through the LuxCar Passenger app, available for download on the App Store and Google Play

To book return transfers, please make two separate reservations—one for each trip.

You can easily make a booking through our website or the LuxCar app.

When booking, select the “Hourly Service” option, enter the number of hours required, and provide the first pick-up and final drop-off addresses. Please include any itinerary details in the notes section.

If your itinerary is not yet finalised, simply provide the first pick-up and final drop-off locations — you can contact us closer to the date to update the details.

Please note that hourly service charges are calculated based on both the total duration and distance travelled (KM).

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.

Yes. A tax invoice will be automatically emailed to you once your booking has been completed.

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:

All standard transfer fares are based on a seamless pick-up and drop-off experience. A complimentary waiting period of up to ten (10) minutes is included. Waiting time beyond this allowance will incur additional charges as outlined below.

Airport Arrivals:

• Domestic Flights: A complimentary waiting period of thirty (30) minutes from the actual flight landing time applies.

• International Flights: A complimentary waiting period of sixty (60) minutes from the actual flight landing time applies.

Additional Waiting Time:

If the waiting time exceeds the complimentary period, an additional charge of AUD $2.50 per minute will apply. Extended waiting time is subject to chauffeur availability and must not interfere with subsequent bookings.

If the chauffeur is available for overtime or an extension, you will be charged on an hourly basis starting from AUD $110 per hour, depending on the type of vehicle booked.

Alternatively, overtime may be charged according to the updated quote displayed on our website based on the extended time period selected.

There is no minimum hire requirement — you can book a standard point-to-point transfer for your trip.

However, if you require both arrival and return transfers, please make two separate bookings:

• One for the trip to the event.

• Another for the return trip from the event.

Please note that return pick-up rates may be higher due to the additional time needed for the chauffeur to arrive early, secure a waiting spot close to the venue, and navigate heavy traffic, road closures, and limited parking spaces.

Pro tip: For a smoother and more premium experience, consider booking an hourly service for 6–7 hours, which covers both drop-off and return with flexibility. You can also add the VIP parking option during booking for the closest possible access right outside the stadium.

Our chauffeur will arrive ahead of time to secure the nearest possible waiting location to the venue, taking into account traffic flow, temporary road closures, and parking availability. Once the designated pick-up point has been confirmed, the chauffeur will send a notification through the LuxCar app. Passengers can then track the chauffeur’s live location in real time and proceed to the confirmed meeting point once the event concludes.

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.

Yes, the wedding ribbon option is available for some vehicle categories. You can add this feature in the “Options” section while making your booking.

Unfortunately, we are unable to guarantee a specific vehicle colour. However, you may include your preference in the booking notes, and while it cannot be guaranteed, we will do our best to accommodate your request.

Yes, we do. Child seats are primarily available in our Luxury Minivan category. Please note that some other vehicle types may not include this option.

To ensure availability, kindly add the child seat through the “Additional Options” section when making your booking. Child seat requests entered in the notes field cannot be guaranteed and may not be processed.

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.

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.

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, the child seat will be pre-installed in the vehicle before your pick-up. However, for safety and compliance reasons, parents or guardians are responsible for securing the child in the seat and fastening the seat belts properly.

LuxCar monitors all arriving flights in real time to ensure that the scheduled pick-up time is automatically adjusted in accordance with the actual landing time. Upon the aircraft’s arrival, passengers will receive an automated SMS notification containing the chauffeur’s GPS live location, along with integrated chat and call functions to facilitate direct communication.

SYDNEY

• For domestic arrivals, the chauffeur will meet passengers at the designated limousine pick-up kerbside area.
• For international arrivals, the chauffeur will be waiting in the arrival hall displaying a sign with the passenger’s name.

MELBOURNE

• For domestic arrivals, the chauffeur will meet passengers at the bottom of the escalators after exiting the security area, or alternatively, in the arrival hall displaying a sign with the passenger’s name.
• For international arrivals, the chauffeur will be waiting in the arrival hall displaying a name sign.
• For minibus services, in accordance with Melbourne Airport regulations, vehicles with ten (10) or more seats must use the designated “Group & Charters” zones located on the ground levels. For Terminals T1, T2, and T3, the zone is positioned in front of Terminal 2. For Terminal T4, the zone is located on the ground level of the transport hub. Chauffeurs will ensure passengers are dropped off and collected at these designated areas in compliance with airport requirements.

BRISBANE

• For domestic arrivals, the chauffeur will be waiting near the baggage carousels displaying a sign with the passenger’s name.
• For international arrivals, the chauffeur will be waiting in the arrival hall displaying a name sign.

ADELAIDE

• For both domestic and international arrivals, the chauffeur will be waiting in the arrival hall displaying a name sign.

PERTH

• For both domestic and international arrivals, the chauffeur will be waiting in the arrival hall displaying a name sign.

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 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.

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 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.

Yes. We provide an additional luggage assistance service for a small fee. This covers special handling requirements such as stairs, long walks, or oversized/heavy bags between the property and the vehicle. Please note this service does not include assistance from the vehicle to the airport check-in counter. You can select this option during the booking process.

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

Cancellations must be made through the customer’s LuxCar account via the LuxCar website or the LuxCar Passenger App.

Transfer Bookings:

• Cancellations made 24 hours or more prior to the scheduled pick-up time will incur a 10% cancellation fee.

• Cancellations made between 4 and 24 hours prior to the scheduled pick-up time will incur a 50% cancellation fee.

• Cancellations made less than 4 hours prior to the scheduled pick-up time will incur a 100% cancellation fee.

Hourly Bookings:

• Cancellations made 48 hours or more prior to the scheduled pick-up time will incur a 15% cancellation fee.

• Cancellations made between 24 and 48 hours prior to the scheduled pick-up time will incur a 50% cancellation fee.

• Cancellations made less than 24 hours prior to the scheduled pick-up time will incur a 100% cancellation fee.

To change your pick-up time, simply log in to your account through our website or the LuxCar Passenger App. You can cancel your current booking and make a new one with your updated time. If you need assistance, please don’t hesitate to contact our team.

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.

LuxCar offers a premium chauffeur-driven service featuring experienced chauffeurs and well-maintained vehicles. We prioritise safety, comfort, and style, delivering a level of professionalism that exceeds standard transportation options.

With LuxCar, bookings are made in advance, ensuring punctuality and a seamless experience, particularly for airport transfers, special occasions, or important events. Additionally, we provide child seats upon request to accommodate families. While we may not be the most inexpensive transport option, our service guarantees a professional, first-class chauffeur-driven experience.

To maintain privacy, we are unable to provide driver’s personal contact details. Once your chauffeur is assigned, an email will be sent to the registered email address with the chauffeur’s name and vehicle plate number.

Once the driver begins their journey to the pick-up location, the passenger will receive automated email and SMS notifications containing your driver’s details, including their name and vehicle registration number. These notifications will also include a secure GPS tracking link with integrated chat and call functionality, allowing to communicate directly with the chauffeur whilst maintaining complete privacy.

If you are using the LuxCar Passenger App, you can communicate with your chauffeur directly through the app.

Please download the Luxcar app, where you can conveniently communicate with your chauffeur via chat or phone call directly within the app.

For your comfort and to maintain the cleanliness of our vehicles, we kindly request that no outside food or beverages are brought onboard. Bottled water is provided by us for your convenience.

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.

Although an HC plate is no longer mandatory for chauffeur businesses, we generally assign HC-plated vehicles based on the pick-up address and the time of day. For instance, HC plated vehicles are often allocated for city-bound trips during peak morning traffic. While this is not guaranteed, you may include a preference for an HC-plated vehicle in the booking notes, and we will do our utmost to accommodate your request.

No, gratuities are not included. Tipping is entirely at your discretion and appreciated for excellent service.