Overview
Use this guide to help your passenger view trip details, track and contact their chauffeur, and complete their pickup using the LUXY Ride app. All screenshots are shown from the passenger's point of view within the app.
Steps
- Help Your Passenger Download and Log Into the LUXY Ride app.
Select the menu icon (three lines) at the top of the screen.
Select All Trips to view upcoming and past rides.
Select an upcoming trip to open the ride summary.
The ride summary displays:
- Assigned chauffeur
- Safety PIN, if enabled
- Pickup and drop-off locations
- Pickup date and time
- Flight information, if applicable
- Vehicle information
- Passenger details
- Optional add-ons available at booking, including Meet & Greet, Flexible Cancellation, pet accommodation, and child seats.
Passengers cannot edit or cancel rides. If they select either option, they'll be prompted to contact their Travel Agent at the agency phone number on file.
When the chauffeur is traveling to the pickup location, the ride will move to In Progress and display the status On the Way.
When the chauffeur arrives at the pickup location, the The current stage of a booked ride, such as In Progress or Completed. will change to On Location. The chauffeur may reach out via text or phone call to coordinate pickup.
The following grace periods apply:
- Standard pickup: 15 minutes
- Domestic airport pickup: 45 minutes after the flight lands
- International airport pickup: 75 minutes after the flight lands
- Private airport pickup: 15 minutes after the flight lands
After the applicable grace period ends, wait time is charged at $1.50 per minute.
Before the vehicle departs the pickup location, the passenger must provide the chauffeur with the Safety PIN if A security feature that requires the passenger to provide a four-digit PIN to the driver before entering the vehicle. The PIN confirms that the correct passenger and driver are matched. PIN Verification can be enabled or disabled for each travel agency account. is enabled for the agency. Once the safety PIN has been verified, the ride status will change to Passenger Picked Up.
After the passenger reaches the drop-off location, the ride status will change to Completed.
- After the ride is completed, the passenger will receive a text message inviting them to leave a review. We encourage passengers to share their feedback, since reviews help agencies and chauffeurs maintain a high standard of service.