FREQUENTLY ASKED QUESTIONS

Child Restraints

Public passenger vehicles, such as taxi, limousine and ride-share services, aren’t required to supply child restraints to their customers. However, given enough notice, you may pre-book one of these services with a child restraint. Alternatively, you can supply and use your own child restraint. When ordering please let us know if you require a front or rear facing seat or just a booster seat. Seats are $5 each.

Airport Meet & Greet Point

For all airport pickups we ask that you turn on your mobile phone on landing. The driver will then contact you normally via SMS to advise of the exact meeting location. If you have an international number, don’t worry, we can call all numbers or alternatively if you only want to use WIFI please contact +61427798010 on WhatsApp, Viber or WeChat.

Booking Terms & Conditions

Terms of Carriage
Luxury Transport Group (LTG) and its associated Operators and Licensees are not common carriers and may refuse to carry any person/s without giving reason. LTG and each Operator and Licensee is responsible for services provided by it and has no liability for any other services.
It is the hirer’s responsibility to read the FULL TERMS & CONDITIONS closely as confirming a booking stipulates you accept the TERMS & CONDITIONS without exception.
Subject to the terms, LTG, its Operators and Licensees have no responsibility for costs or losses including missed flights or travel connections, resulting from diversion, substitution, alterations, cancellations, delay’s or booking errors. It is the hirer’s responsibility to advice of any changes as full costs may be incurred.
Your Confirmed booking is scheduled as per information provided in your booking request i.e., pickup date & time or Number of Travellers. We have locked this slot for you. It is a customer’s responsibility to verify that the booking confirmation details are accurate and correct. If you find any error in the booking details, please contact Luxury Transport Group immediately.
If the driver arrives and the amount of luggage is not what is booked, we reserve the right to cancel the booking with no refund or if available charge you for a vehicle upgrade.
Passengers must comply with all laws and regulations in the state they are travelling and with the instructions of LTG, its Operators and Licensees.
Payment
All bookings must be prepaid. On confirmation we will email you an electronic invoice which can be paid securely online by credit card or EFT. If paying by EFT, please ensure you email your payment receipt to support@austl.com.au
We accept all credit cards and Cabcharge with a flat 2.2% surcharge.
Credit Card Surcharge
Credit card surcharges may apply at the discretion of the local Customer Service Centre where the service has taken place.
All rates are inclusive of GST and are charged per hour, per vehicle, and for Direct Transfers unless fixed or other prices are quoted. Rates do not include unless otherwise specified; ground transportation charges such as Airport parking, road & bridge tolls, telephone usage, baby seats, and entrance fees to tourist attractions or special requests. Credit card fees, booking fees and collection fees, may be incurred, check with the Customer Service Centre for further information.
Cancellations
During COVID-19 cancellations can be made up to 2 hours before travel if there is a border closure or lockdown and up to 24 hours before travel for any other reason outside of COVID-19. The amount paid will become a credit with no expiry which can be used anywhere in Australia. Cancellations inside of these time frames will result in forfeiture of the fare paid.
Amendments
Any changes/amendments to your booking after confirmation can only be accepted subject to availability. LTG, its Operators and Licensees reserve the right to charge an amendment fee in respect of any change to your booking, in addition to any other applicable charges in relation to the amendment.
Quotation
Prices are current at the time of quotation and subject to availability at the time of booking. All quoted prices include GST. LTG, its Operators & Licensees reserve the right to pass on, without notice, any increases that may occur in any applicable airport charges, road & bridge tolls, entry fees or parking charges. Airport delays on location waiting in regard to airport pickups, LTG its Operators and Licensees will monitor all aircraft movements. If passengers are delayed after arriving at the terminal, additional fees may apply for each additional minutes in excess of the complimentary waiting time. Luxury Transport Group reserves the right to cancel and refund your trip at any time due to incorrect pricing, scheduling or vehicle availability issues.
Limits of Liabilities & Insurance
Maximum liability, if accepted, will be limited to a refund for the trip in question. All care will be taken, but no liability will be assumed. No claim for liquidated damages, consequential loss for any other costs will be accepted. Exclusions, LTG, its Operators and Licensees shall be under no liability whatsoever to the Customer for any indirect loss and/or expense (including loss of profit) suffered by the Customer arising out of a breach by LTG, its Operators and Licensees of this contract.
LTG Website Conditions
www.luxurytransportgroup.com is the website of LTG. By using this site and/or the individual Customer Service Centre’s, you agree to the Terms and Conditions and Privacy Policy.
The Privacy Policy relates to the collection and use of personal information you may provide to us through your contact on the website. Your continued use of our website and its facilities constitutes your acceptance of the terms and conditions. LTG believes the information on the website is correct. LTG disclaims all liability and responsibility for any direct or indirect loss or damage which may be suffered by any recipient relying on anything contained in or omitted from our website or publication.
Use of Personal Information
Your personal information is used for the hiring of LTG services and used for that purpose alone. By entering information in to the LTG secure website booking facility, you accept that all information provided by you is your sole responsibility and LTG accepts no responsibility for any incorrect information provided in respect to the hiring made through this facility. It is not given to a third party except where the purpose relates to fulfilling the obligations of your hiring. Your personal information may be retained for use in future bookings. If at any time you believe the information is incorrect, you may contact us to have it corrected.
Credit Card details are stored securely for the purpose as outlined in our terms and conditions of hire. LTG staff, its Operators and Licensees are obliged under the Confidentiality Deed to keep personal information secure.
Disclosure
LTG may be obliged to surrender your personal information to regulatory authorities and law enforcement officials in accordance with the applicable law. Personal information may also be disclosed to identify, contact or bring legal action against anyone damaging, injuring or interfering with our rights or property.
Consumption whilst in vehicle
Food & beverages, excluding bottled water, are not to be consumed in the vehicle.
Customer Safety
Our chauffeurs will at all times drive at safe and sensible speeds and in accordance with legal speed limits, traffic and current road conditions and furthermore the driver reserves the right to deny access to a venue they feel may put the passengers and vehicle in an unsafe situation.
Damage to Vehicle & Inappropriate Behaviour
You, the client, are liable for any charge levied by LTG its Operator or Licensees in respect of any damage caused to a vehicle due to your instructions or any directions you give to the driver or chauffeur. The driver or chauffeur reserves the right to evict any clients from the vehicle due to any inappropriate or unruly behaviour. No refund will be offered in these circumstances.
Extensions
The hirer is responsible for any charges levied by LTG, its Operators or Licensees, in respect of extra time in the event that changes are made to the original booking either by the booker or passenger. This includes any extra charges levied where you choose to extend the duration of your booking and/or add additional stops to the original booking.
Extra Charges
In the event of extra charges or extensions (refer above) the passenger is to immediately pay the extra charge to the chauffeur either prior to or upon completion of transfer. Additional charges can be charged back to your LTG account or your credit card if this was used to secure the booking originally.
Insurance
LTG its Operators and Licensees are insured for passenger travel. This insurance is for public liability and NOT travel insurance. Although every effort will be made to ensure the safe keeping of personal property, we do not accept liability for loss or damage of personal items. Please check that you have sufficient coverage for any personal property that is brought onto our vehicles.
Luggage/baggage Information
Our sedan’s maximum luggage limitations are two (2) normal sized suitcases (check in size for a plane) plus two (2) piece of hand luggage/soft luggage (carry-on for a plane) or one (1) large suitcase plus one (1) set of Golf Clubs and one (1) soft luggage. Customers should consider booking a larger vehicle such as a People Mover if they have more luggage than a sedan can accommodate. Additional luggage transfer will incur further cost to the client, price on application at the time of booking. No suitcases will be transported inside the passenger area of the vehicle due to transport regulations & safety concerns.
Multiple Pickup/Set Down
Additional charges will apply for all extra pickup/set downs required en-route unless already quoted.
On Time & Vehicle Selection
Please be assured that LTG its Operators and Licensees, will take every reasonable safeguard to achieve an on time service, however in the unlikely event of our chauffeurs being late due to circumstances howsoever caused (occasionally allowances must be made for unforeseen circumstances such as traffic, road and weather conditions, illness, vehicle breakdown and other clients holding us up making us late etc.), no liability will be accepted by LTG its Operators and Licensees.
We cannot assume responsibility for circumstances beyond our control. Should there be a vehicle breakdown or mishap rendering the reserved vehicle out of commission, we reserve the right to substitute a vehicle(s). We will make every effort to supply an alternate vehicle and advise you prior to pick up.
No guarantee can be made that we will supply an identical vehicle.
During peak times or on other occasions, we may use the services of other limousine companies. Although other companies will remain under our supervision, they will be governed by their own operational guidelines and operate at all times under their own insurance policies.
Quotation
Prices are current at the time of quotation and subject to availability at the time of booking. All quoted prices include GST. LTG, its Operators & Licensees, reserves the right to pass on, without notice, any increases that may occur in any applicable airport charges, road & bridge tolls, entry fees or parking charges. Airport delays on location waiting in regard to airport pickups, LTG its Operators and Licensees will monitor all aircraft movements. If passengers are delayed after arriving at the terminal, additional fees may apply for each additional 5 minutes or part thereof.
Seat Belts
Under Australian laws, it is compulsory that all passengers wear seat belts where fitted at all times when the vehicle is in motion.
Smoking
Smoking is not permitted by state law in any LTG vehicle. Charges will apply, at the discretion of the chauffeur or LTG, if any passenger is found to be smoking in any LTG, or LTG service-providers’ vehicle.
Subcontracting
LTG, its Operators and Licensees, reserve the right to use the services of other approved hire car/limousine/bus service providers as required. These operators have been pre-qualified by LTG and deemed to be of a sufficient quality to provide services on LTG behalf. These providers, for the duration of the booking, remain under the supervision of LTG, its Operators and Licensees, at all times.
Airport Pickups
For all airport pickups we ask that you turn on your mobile phone on landing. The driver will then contact you normally via SMS to advise of the exact meeting location. If you have an international number, don’t worry, we can call all numbers or alternatively if you only want to use WIFI please contact +61427798010 on WhatsApp, Viber or WeChat.
If your flight is late don’t worry, drivers track all flights and amend the arrival time to suit your flight if delayed.
If your flight is cancelled, please contact our office via SMS +61427798010 or Email support@austl.com.au to let us know and we will let you know the next steps.
If your flight arrives early, we will always try and get a driver to you earlier, but this is not always possible. All the cars and drivers have a rostered day, and, in some situations, you might have to wait if your flight has arrived early. We do track all the flights and will make every effort to pick you up as soon as possible, however we cannot guarantee picking you up before the scheduled time.
If you are delayed at customs or immigration, you must contact us as soon as possible to inform us about the delay and we will wait for up to one hour from the time your flight has landed, after which waiting time applies. As long as you contact us your driver will not leave. If you fail to contact us and no communication has made you will forfeit your full fare. Due to conditions outside our control, you will need to seek recourse from the party responsible for the delay. We strongly recommend you take out travel insurance to cover such incidents.
Waiting Time Policy
LTG offers well above industry-standard complimentary waiting time for all bookings.
Complimentary waiting time is applied as follows:
  • 10 minutes complimentary waiting time at homes, hotels or other non-airport pickups.
  • 30 minutes complimentary waiting time at Domestic Airport Terminals.
  • 60 minutes complimentary waiting time at International Airport Terminals.
  • 30 minutes complimentary waiting time at Cruise Ship Terminals.
Below waiting time rates apply to all major Australian cities.
Waiting time is charged in 5-minute increments once any complimentary waiting time has been exhausted.
Below waiting time rates include GST.
$1.60 per minute
Waiting time rates apply to all bookings.
*All flights are tracked via radar and complimentary waiting times only begins from the moment the plane lands, regardless of any flight delays.
Public Holidays
Some surcharges may apply on public holidays, check with the Customer Service Centre when making bookings.
Typically, surcharges will be incurred on Christmas Day and New Year’s Eve / New Year’s Day in most cities. Surcharges do not often apply in most major cities during other public holidays.
After Hours Surcharges
A 25% Surcharge applies for all vehicle type bookings that begin between midnight 00:00hrs and 05:59hrs.
*Certain contracts or rate schedules may contain different terms to those listed above. The terms contained within valid and current contracts and/or rate schedules will supersede the above terms with respect to After Hour Surcharges.
Child Restraints
As LTG is classified as a pre-booked service, there is an expectation under the law that there is sufficient notice for a child restraint to be fitted, unlike the nature of taxi services.
Therefore, all children under the age of 8 years must be seated in a Baby Capsule, Baby Seat or Booster Seat as determined by Australian Law.
There is a standard $10 relocation and fitting fee for baby capsules, baby seats and booster seats, per seat.
Whilst all care will be taken by chauffeurs to install child restraints safely, parents/caregivers are strongly encouraged to check these prior to the start of the journey and amending as and where required. Chauffeurs have training in installing child restraints, however they are not professional fitters and the parent/caregiver of the child should be maintaining their child’s safety in the same they would in their own vehicle.

Payment Terms

All bookings must be prepaid. On confirmation we will email you an electronic invoice which can be paid securely online by credit card or EFT. If paying by EFT, please ensure you email your payment receipt to bookings@austl.com.au
We accept all credit cards with a flat 2.2% surcharge.
During COVID-19 cancellations can be made up to 2 hours before travel if there is a border closure or lockdown and up to 24 hours before travel for any other reason outside of COVID-19. The amount paid will become a credit with no expiry which can be used anywhere in Australia.

What if my flight is delayed?

Don’t worry, drivers track all flights and amend the arrival time to suit your flight if delayed.

Do Children count in Total number of Passengers?

Yes, we count all kids or even infants as passenger. Australian law, each traveller needs to sit on own seat.

Should I take out travel insurance?

Whilst Luxury Transport Group is fully insured with Public Liability Insurance, Comprehensive Car Insurance and CTP Insurance we strongly recommend passengers purchase travel insurance prior to departure as Luxury Transport Group Do Not Take Any Liability if you miss your flight, your flight is cancelled or you are unable to travel.

What if my flight is cancelled?

Please contact our office via SMS +61427798010 or Email bookings@austl.com.au to let us know and we will let you know the next steps.

What if my booking details are incorrect?

Please be advised that it is customers responsibility to verify the above booking confirmation details are accurate and correct. If you find any error in the booking details, please contact Luxury Transport Group immediately.

Will adding an extra stop cost more?

We can advise you of extra costs only at the time it is requested. As every situation is different, there is no guideline or rate that would be applicable for all changes. However, its minimum $10/- Per stop

Can I consume food or drinks in the vehicle?

Legislation states that no food or drinks are to be opened or consumed in a Public Passenger vehicle at any time.

What if I am delayed with baggage or customs?

You must contact us as soon as possible to inform us about the delay and we will wait for up to one hour from the time your flight has landed. After which waiting time applies. As long as you contact us your driver will not leave. If you fail to contact us and no communication has made you will forfeit your full fare. Due to conditions outside our control you will need to seek recourse from the party responsible for the delay. We strongly recommend you take out travel insurance to cover such incidents.

What if my flight is early?

If your flight arrives early, we will always try and get a driver to you earlier, but this is not always possible. All the cars and drivers have a rostered day, and, in some situations, you might have to wait if your flight has arrived early. We do track all the flights and will make every effort to pick you up as soon as possible, however we cannot guarantee picking you up before the scheduled time.