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

All bookings are fully refundable up to 48 hours before travel.

Your Confirmed booking is scheduled as per information provided in your booking request i.e. pickup date & time or No. of Travellers. We have locked this slot for you. Any changes inside of 24 hours before travel regarding your booking is strictly subject to availability and charges may apply.

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.

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.

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.

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 bookings@austl.com.au to let us know and we will let you know the next steps.

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.

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.

What if i am 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.

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

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.

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.

It is highly recommended to choose the time that suits you the best when you make a booking.

Luxury Transport Group reserves the right to cancel and refund your trip at any time due to incorrect pricing, scheduling or vehicle availability issues.

For Airport pickups the free waiting time included is 30 minutes for domestic flights and 60 minutes for international flights from landing. If you go over this time contact us immediately. If you go over this time and do not contact us or you are not contactable on the phone number provided the driver will depart and the booking will be marked as a no show with no refund. As part of the Airport Meeting Instructions we insist that you turn on your mobile phone that is listed on the booking so the driver can liaise with you.

We will make every effort to arrive at your collection and destination locations on time. However, occasionally allowances must be made for unforeseen circumstances such as traffic, road and weather conditions, illness, vehicle breakdown etc.

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/vehicles. 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.

We give 10 minutes complementary waiting time at the pickup point. If you need our driver to wait any longer than this, waiting time will be charged from the original pick up time in the booking (this is subject to availability). Driver have full right to leave if no communication is made and the job will be taken as a “No Show”.

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.

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.