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 final 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?
Contact our Client Care Team via support@luxyride.com or (833) GET-LUXY to cancel a trip. Upon cancellation, you will receive an email with all the details, for your records.
- 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.
What does Trip Protection cover?
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 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 may select from;
- Rear-Facing (Ages 0-3)
- Forward-Facing (Ages 1-7)
- Booster Seat (Ages 4-12)
Can I bring my pet?
Of course, pets of all kinds are welcome! Simply request the additional Pet Service for $15 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?
Please contact our Client Care team at (833) GET-LUXY. Changes to a ride may incur additional fees depending on the changes.
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.
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. 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.
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.
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 LUXY™ Ride Rewards?
Ride Rewards is a loyalty program that allows you to receive rewards for completing rides through LUXY™. You can join for free from here.
What is the reward?
You will receive a $50 LUXY™ Promo Code.
How do I sign up for LUXY™ Ride Rewards?
You can sign up for the free program here or email us at rewards@luxyride.com.
When do my rides start counting towards my reward?
Your rides are counted once you enter the LUXY™ Ride Reward program and you complete the ride. If you haven’t already signed up, you can do so by clicking here. Cancelled rides and any rides booked prior to entering will not be eligible.
How do I claim my Ride Reward?
To claim your ride reward you must first have a minimum of 4 completed rides. Once eligible you may contact us at (833) GET-LUXY or rewards@luxyride.com.
Can I cancel after I enter?
Yes, if you no longer wish to receive rewards for booking your rides through LUXY™ You may contact us at (833) GET-LUXY or rewards@luxyride.com to be removed.
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?
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.
