Frequently Asked Question on Airport Transfer
Q1: What happens if my plane is early or late arriving?
A: If you have provided your flight or vessels no., our Driver will search and update the flight arrival times and we shall arrive when your plane is landed, we will be arriving on time whenever there is flight delay or early arrived. However, if you didn’t get on board and there is itinerary change , please email or whatsapp to our Customer Service.
Q2: Where do I meet my assigned driver for pick-up at airport?
A: Our chauffeur will wait for your arrival at the Hong Kong International Airport, Arrival Hall near Exit A with a sign that includes your name. Our driver will meet and greet you and will take you to get on the vehicle inside the carpark of the terminal. We will confirm all other pick-up locations at reservation placement.
Q3: How long the driver will wait me at the pick up point inside the Airport Terminal?
A: We provide 75 minutes (75 minutes for International Plane Arrivals) of free waiting time on each Arrival Transfer for you to pass the immigration and pick-up your luggage.
If you expected a longer waiting time to meet your driver at the pick up point, please call us within 60 minutes of your plane landing time, otherwise we will consider to charge you extra waiting time (15 mins per slot) or there will be a “no-show” if our driver cannot pick you up within the standard waiting time and we do not hear from you. You will be charged in full for the reservation.
We accept “Cash direct bank account deposit” & “PayPal (Visa, Master and American Express Card) “, “FPS (Fast Payment System)” and “PayMe” for Hong Kong Business Customers. All reservation must be paid in full prior to service delivery either settle online or offline. If additional fee occurred during the service and such surcharge has been quoted to the customer at that point of time, we will invoice the customer for the surcharge and require settlement to be paid within 7 days after the service completion date.
Confirmation of Reservation
After you submit the booking reservation online, the system will send you a confirmation email or our Customer Service Representative will contact you re your booking for confirmation. Once you have received your “Confirmed Booking Request” via email. Please deposit the full service payment to our bank account, and send us the deposit slip via email or fax. Or, if you have chosen card payment through the online booking form, the full service payment will be debited to your provided credit card.
*Booking will be confirmed after full payment paid.
Cancellation is allowed and the cancellation request is required to be made in advance. If the cancellation request is raised with 8 hours prior for local transfer) / 24 hours prior for Hong Kong on-hire service) /24 hours prior for cross border transfer to the actual scheduled pick-up time, the paid amount is 70% refundable (the exchange rate difference). If the cancellation request is not being made within the aforesaid required timeframe, it is considered as late cancellation, and the paid amount is fully NON-REFUNDABLE.
*Cancellation must be acknowledged by LuxeRider, with cancellation confirmation being sent to the customer via email. If not, the cancellation is not said to be completed and the paid amount is fully NON-REFUNDABLE.
Change of reservation details is allowed and the change request is required to be made in advance. All changes to be raised with 4 hours prior (HK Airport/local transfer) / 12 hours prior (Hong Kong on-hire service) / 12 hours for cross border transfer prior to the actual scheduled pick-up time. If the change request is not being made within the aforesaid required timeframe, there is no guarantee on the acceptance of changes, and the paid amount is fully NON-REFUNDABLE.
* Change (if any) must be acknowledged by LuxeRider, with confirmation being sent to the customer via email. If not, the cancellation is not said to be completed and the paid amount is fully NON-REFUNDABLE.
Customer is expected to contact LuxeRider through email / whatsapp for any expected late arrival in advance. If the customer being NO SHOW and failed to contact us in advance for 1) after 75 minutes from plane arrived gate (Hong Kong Airport arrival), 2) 20 minutes (Hong Kong local transfer/cross border transfer) past of your scheduled pick-up time, you will be considered as no-show. The paid amount is non-refundable due to NO SHOW.
Waiting Time Policy
Hong Kong Airport transfer – 75 minutes from plane arrived gate as free waiting time.
Hong Kong local transfer – 20 minutes from scheduled pick-up time as free waiting time.
Cross border transfer – 20 minutes from scheduled pick-up time as free waiting time.
Thereafter accrued waiting time surcharge is HKD$80 per 15 minutes to the customer.
Private Hire Policy
For Private On Hire Policy, there is minimum usage of service is 3 hours of service, thereafter usage for every 15 mins will be charged as 30 mins’ surcharge; and thereafter usage for every over 30 mins will be charged as 1-hour surcharge.
If the journey starts from Hong Kong Island and with a destination in Tseung Kwan O, Tsuen Wan, or Lantau, the minimum usage of service is 4 hours of service.
After receiving the booking request, our Customer Service Specialist will contact the customer to confirm the journey route, while ad hoc & minor changes on the itinerary is allowed with the discretion from our drivers and duly consent. Toll fees, tunnels and parking fee are excluded from the basic service fee, it will be charged at actual consumption base after the service is completed (only application on Hourly Hire Service).
Lost & Found
If the driver found any leftover personal belongings inside the car fleet during the journey, we will inform the customer right after, and LuxeRider reserves the rights to charge a delivery fee for returning lost items to customer.
The Customer can report any lost item to LuxeRider, and LuxeRider reserves the rights to charge a delivery fee for returning lost items to customer if found.
We do not responsible for circumstances that are beyond our control; including, but not limited to traffic congestion, road closures, accidents, flight delays, weather delays, etc.
-Service Tips and Luggage handling charges are inclusive.
-Local Tunnels and bridge toll fees are inclusive on Local Transfer Service. For Hourly Hire Service, the toll, tunnel, and parking fee are excluded from the basic service fee, it will be charged at actual consumption base after the service is completed.