LUXY FAQs

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 (833.438.5899). We’re here to make your journey better.

How does LUXY work, offering great service and rates?

You can find more detailed information here, but the summary answer is that LUXY identifies and partners with select premium car service companies nationwide, and then uses the unique efficiency of our booking technology to offer the best rates to everyone thru our App, website or at 833-GET-LUXY (833-438-5899). Our customer service team work24/7 to make the journey better for all.

What does “Clear View Pricing” mean, and does the initial rate I am quoted include all fees?

Our Clear View Pricing means that there are no hidden fees and surprise surcharges – prices shown are always per vehicle and include all taxes, gratuities (if applied) and fees. When you fill out the booking form with your pickup and dropoff address, date, and time, you will be shown an initial quote that includes taxes and tolls, while gratuities for the driver and booking fees are calculated and added at the final step.

Does LUXY charge surge pricing?

No.

What are the vehicle types and how many passengers can they carry?

You can find more detailed information here, but in summary LUXY trips are in sedans, SUVs and XL SUV/Specialty Vehicles that can transport from 1 to 7+ people and bags.

When will I get my driver’s contact details?

Once the driver is assigned to the Trip, the customer receives an email with the drivers name and contact information. Customer and driver are able to communicate with each other through the mobile app once driver has been assigned.

How do I rate my ride?

The LUXY mobile App will allow you to immediately rate a trip once it’s completed. If you forget to rate your trip, you can always do so from the Trip History in the LUXY mobile App.

What should I do if I forgot to add my flight number?

Contact our Client Care  Team via info@LUXYRide.com or 1-833-438-5899.  All flights are tracked for drivers to arrive according to flight arrival time.

What is the LUXY cancellation policy?

Customers must contact LUXY via info@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 Airport-Related Rides:  Any ‘no-shows’ or reservations cancelled within six (6) hours of the scheduled pick-up time will not be refunded, while cancellations between six (6) and twenty-four (24) hours will receive a credit for the amount paid to be applied to any future LUXY ride. 
  • For Special Occasion/Event Bookings:  Cancellation within 48 hours prior to your Transport Provider’s arrival will not be refunded.

How long will the driver wait for me at my place of pick up (see below for airport pick ups)?

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 1-833-GET-LUXY (438-5899). Your ride will be considered a ‘no show’ if we don’t hear from you 30 minutes after your grace period has ended. You may be charged wait time and other applicable charges.

How do I add extra stops to my airport service/ ground transportation?

Extra stops can easily be added when booking online or over the phone. If you wish to make one or more stops during your ride, we recommend contacting our Client Care Team  at 1-833-GET-LUXY (438-5899).

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.

Do you offer child seats?

Yes, child seats are part of the services we offer. When placing your reservation please select the appropriate child seat(s) needed.

I booked a ride with the wrong pickup or dropoff location. What should I do?

Contact our Client  Care Team 1-833-GET-LUXY (438-5899). Depending on the location /address and distance changes, there may be additional fees or fees refunded.

How do I make changes to my booking?

Contact our Client  Care team 1-833-GET-LUXY (438-5899). While there is no change fee, there may be an additional charge or refund depending on the location /address and distance changes.

Are the prices shown per person or per vehicle?

The  Clear View PricesTM shown are always per vehicle and include all taxes, gratuities (if applied) and fees. The maximum number of passengers and bags which can comfortably fit in each vehicle is shown under each vehicle type. The number of passengers does not affect the price.

How do I add a promo code?

Before you click on BOOK RIDE on the website or in the APP, click APPLY A PROMO CODE and enter your code in the designated space, then click BOOK NOW. The final price will be adjusted accordingly.

How long will the driver wait for me?

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 60 minutes and International Flights is 90 minutes. Your ride will be considered a ‘no show’ if we don’t hear from you when 30 minutes have passed after your grace period ended. You may be charged wait time and other applicable charges.

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.

How will I recognize my driver at the airport?

Your driver will be waiting for you curbside (outside the terminal) or if you add the MEET and GREET option (additional charge) your driver will meet you at baggage claim with a personalized pickup sign.

When is my ride charged to my credit card?

Your credit card will be charged upon booking your reservation.

I have a second LUXY charge on my credit card statement after my ride. What does that include?

If you receive a second charge after your ride is completed, it will only be due to one or more of the following reasons: 

  • You changed your itinerary in a way that affected your LUXY price. 
  • You tipped the driver in the LUXY APP after your ride was completed. 
  • You incurred wait time charges in excess of the LUXY’s standard grace period. 
  • Your car required excessive cleaning/sanitation upon completion of your trip. 

If you have any questions regarding charges made in conjunction with your ride, please contact us for immediate service. 

What are my options for tipping my driver?

You may tip your driver using one or more of the following three methods: 

  • In advance when you make your LUXY reservation 
  • In the LUXY APP after your ride is complete 
  • With cash directly to the driver 

Where do I find the prices?

To find out the Clear View PriceTM for a ride, fill out the booking form with your pickup and dropoff address, date, and time. The initial or  base quote you will see  includes all standard fees, taxes and tolls. If you choose to add any services (such as a Meet & Greet or a Car Seat, etc.) or a pre-paid gratuity, that will show up in your final quote after you choose BOOK NOW.

What is “Clear View PricingTM”?

At LUXY we don’t believe in hiding fees or hiking up “surge fares”, so when you book with us we’ll give you:

  • A Base Rate that includes ALL tolls and standard fees
  • A Final Rate that includes any add-ons you select (eg: Airport Meet & Greet, Car Seat, etc.), sales tax and any gratuity you choose to add in advance. 

The only additional fees that might be applied once your ride is complete are extended wait time beyond the grace period, and any damage caused to the vehicle.

How do I change my credit card?

On the LUXY App click on the menu and select PAYMENT, under which you can add or delete your payment methods. Adding a new payment method will not change the card used to book a past reservation – a newly added payment method will only be used for new bookings.

Which payment options are available?

LUXY accepts Visa, Mastercard, American Express, Discover and all major Credit Cards.

Why do I need to give my credit card details?

We require a valid credit card to place a booking. Your credit card information is stored securely with the Payment Service Provider according to industry standards (PCI-DSS compliance).

Can I pay with cash?

LUXY does not accept cash payments. Our rates are all inclusive, however customers are free to provide the driver a cash tip if desired.

How do I access my LUXYride.com account?

To sign in to your LUXYride.com account on the website, click on LOG IN at the top right of the homepage and then simply enter the email address and password you registered with. In our App, tap LOG IN at the top left of the screen.

What information can I find under RIDES HISTORY?

RIDES HISTORY is where you have an overview of all of the bookings made through your account, as well as their current status. Click or tap on individual rides to see a map of the approximate route and all of your detailed ride information. The Rides History section will also allow you to rate a past ride, if you have not done so already.

How do I change my password?

If you’re already logged in on the website, you can click on your name in the top right corner, then click PROFILE from the drop-down menu and edit your account information. Alternatively, before you log in you can click LOST PASSWORD? on the website or tap FORGOT YOUR PASSWORD? in the App to get an account recovery link emailed to you.

What do I do if I’ve forgotten my password?

Click LOST PASSWORD? on the website or tap FORGOT YOUR PASSWORD? in the App. We will then send you an email prompting you to reset your password.

Where can I view LUXY’s privacy policy?

You can view it here.

What do I find under Profile?

In this section you can change your personal details and manage your notification settings. You can also change your password and add your payment methods.

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 1-833-GET-LUXY (438-5899) 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 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 1-833-GET-LUXY (438-5899) and we will gladly help with the required address.

How can I make a compliment or complaint?

Contact our Client  Care Team 1-833-GET-LUXY (438-5899) or email info@LUXYRide.com.