Frequently Asked Questions

Yes — we count all children, and even infants, as passengers. Under Australian law, each traveller needs to sit in their own seat.

Public passenger vehicles such as taxi, limousine and ride-share services aren't required to supply child restraints to their customers. However, if you pre-book, we can supply restraints at $10 each — just let us know whether you need a front-facing seat, rear-facing seat or booster.

Children under 8 must use an appropriate restraint under Australian law. A $10 fitting fee applies per seat, and we ask parents to verify the installation before travel.

For all airport pickups, we ask that you turn on your mobile phone on landing. Your driver will contact you via SMS with your meeting location. International numbers are accommodated, and WhatsApp, Viber and WeChat are available on +61 427 798 010.

See our Airport Meeting Points page for terminal-by-terminal details.

Delayed: your driver tracks your flight via radar and adjusts the pickup time accordingly.

Early: we will attempt an early pickup, but it cannot be guaranteed as drivers work to a rostered schedule.

Cancelled: contact us via SMS on +61 427 798 010 or email support@austl.com.au for next steps.

Contact your driver immediately — they will wait up to one hour from flight landing. Beyond the complimentary period, waiting time is charged at $1.85 per minute in 5-minute increments. Failure to make contact may result in forfeiture of the full fare.

Complimentary waiting times: 10 minutes at homes and hotels, 30 minutes at domestic terminals, 60 minutes at international terminals and 30 minutes at cruise terminals.

A sedan carries a maximum of three medium suitcases. For excess luggage we recommend a larger vehicle (additional cost applies). Suitcases cannot be carried in passenger areas, per regulations.

We can advise you of extra costs only at the time it is requested; however, it is a minimum of $10 per stop. Additional charges apply for multiple pickups or set-downs unless pre-quoted.

Food and beverages, excluding bottled water, are not to be consumed in the vehicle, per legislation applying to public passenger vehicles.

Whilst Luxury Transport Group is fully insured with Public Liability Insurance, Comprehensive Car Insurance and CTP Insurance, we strongly recommend passengers purchase travel insurance, as LTG assumes no liability for missed flights or cancellations.

It is the customer's responsibility to verify that the booking confirmation details are accurate and correct. Bookings are locked per the details provided.

LTG and its associated Operators and Licensees are not common carriers. No responsibility is accepted for missed flights or travel connections. Bookings are locked per the details provided; it is the customer's responsibility to verify accuracy. The driver may cancel the booking if luggage exceeds booking specifications.

Payment: all bookings are prepaid via credit card (2.2% surcharge) or EFT.

Cancellations: within 24 hours of travel — no refund or credit. Beyond 24 hours — credit issued, with no expiry.

Amendments: subject to availability; amendment fees may apply.

Prices are current at the time of quotation and subject to availability at the time of booking. Rates are per hour or per vehicle for direct transfers; GST is included. Additional charges apply for parking, tolls, baby seats and special requests.

• Smoking is not permitted by state law in any LTG vehicle; charges apply if smoking occurs.
• Seat belts are compulsory under Australian law where fitted.
• Chauffeurs drive at legal speeds and reserve the right to decline unsafe venues.
• Clients are liable for damage to the vehicle. Drivers may remove passengers for inappropriate behaviour, with no refund.

Hirers are responsible for charges arising from booking changes or duration extensions. Payment is due to the driver immediately, or charges will be applied to your account or credit card.

No liability will be accepted by LTG, its Operators and Licensees for lateness caused by traffic, weather, illness or breakdowns. Vehicle substitution may occur, with no guarantee of an identical replacement. Subcontractors may be used during peak times under their own policies.

Surcharges may apply on public holidays, typically Christmas Day and New Year's — contact our Customer Service Centre for specifics.

A 25% surcharge applies for all vehicle-type bookings that begin between midnight (00:00) and 05:59. Specific contracts may vary these terms.

LTG, its Operators and Licensees are insured for passenger travel. Coverage is public liability only, not travel insurance; no liability is accepted for loss of or damage to personal property.

Maximum liability, if accepted, will be limited to a refund for the trip in question. No liability is accepted for indirect losses, consequential damages or loss of profit.

By using this site you agree to our Terms and Conditions and Privacy Policy. LTG disclaims all liability and responsibility for any direct or indirect loss arising from website content.

Personal information is used solely for the provision of hire services. Credit card details are stored securely under confidentiality obligations. LTG may disclose information to regulatory authorities as required by applicable law.