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FAQs
Frequently Asked Questions
To book return transfers, please make two separate reservations—one for each trip.
You can book online via our website. When booking, select the 'Hourly Service' option and specify the number of hours required. Please ensure to include the necessary addresses during the booking process.
If your itinerary is not yet finalised, you may include only the first pick-up and final drop-off addresses and contact us closer to the date to update your booking. Please note that the charges for the hourly service will be based on both the duration of use and the distance travelled (KM).
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.
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.
To cancel your booking, please log in to your account through our website or use the app to manage your ride cancellation.
No, our team tracks your flight in real-time, ensuring your pick-up time is adjusted accordingly. You will receive an instant SMS notification from our chauffeur as soon as your flight touches down.
Yes you do, an email confirmation will be sent to the email address provided during registration.
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.
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.
For privacy reasons, we are unable to share the personal contact details of our chauffeurs. However, you will receive an email containing the chauffeur’s name, vehicle registration number, and a tracking link. This information will be sent to the registered email address associated with your booking approximately one hour prior to the scheduled pick-up time. Additionally, an SMS notification will be sent to the passenger’s mobile number at this time, confirming that the chauffeur is en route.
If you are using the Passenger App, you can communicate with your chauffeur directly through the app.
Please download the app, where you can conveniently communicate with your chauffeur via chat or phone call directly within the app.
Please log in to your account through our website or the 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.
Prices for your booking will be charged exactly as shown, except for customer-directed extras like extra stops or extended waiting time (beyond the courtesy wait times in our Terms and Conditions).
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.
You can click here to view our terms and conditions.
No we do not. All our vehicles are available for chauffeur driven service only.
Absolutely! Once you have chosen your vehicle, you can easily add a child seat on the option page.
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.
Make a quick and secure payment for your booking directly on our website using your credit card.
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.
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.
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.
