In which locations you are providng service?

We are providing executive and luxury transportation services in the State of California, however, either of Pick-Up or Drop-Off location MUST BE within Orange County or LA County, CA.

Where do I find the prices?

To get a free quote for a ride, provide your pickup/destination address, date, and time via luxurylimolane.com. The initial quote you will see includes service fee, taxes if it’s applicable, and other external fees such as airport fee if applicable. If you choose to add any services such as Trip Protection, Meet & Greet, Car Seat, Gratuity to Driver, it will be included in your Grand Total prior to completing your booking. Other fees such as extra stops, extra waiting time, extra hours (Hourly type), tolls fee, cleaning and/or damage fees or any additional service that added to the service after booking or during the ride will be added to your balance as a extra charge and will be due immediately.

What does all-inclusive mean?

Our all inclusive pricing means that there are no hidden fees or surprise surcharges other than fees mentioned.

What types of vehicles are used?

We have 4 categories of vehicles as follow:

• Executive Black Sedan: Volvo S90, Mercedes E-Class, BMW 5 Series, Tesla Model Y, or similar model and quality.
• Executive Black SUV: GMC Yukon XL, Chevrolet Suburban, Ford Expedition or similar car and quality.
• Luxury SUV: Cadillac Escalade, Lincoln Navigator or similar car and quality.
• Luxury Sedan: Mercedes S-Class, BMW 7 Series, Audi A8 or similar car and quality.

What’s the maximum capacity per vehicle?

The maximum number of passengers and bags which can comfortably fit in each vehicle is shown under each vehicle type in luxurylimolane.com during the booking process. In case the number of passengers and/or bags exceeds maximum capacity of the selected vehicle, driver either pickup number of passengers and/or bags that fits in the car only or can cancel the service. In both scenarios, passenger will be charge in full and there will be not refund. Please choose your vehicle type wisely to avoid service interruption or cancelation.

How can I make a compliment or complaint?

Contact our Client Care Team at +1(949) 445-9179 or email [email protected].

Can I book a ride for someone else?

Yes. During the booking process, simply provide the name, email address, and the mobile number of the person you are booking for in the passenger details section, while your name will go under booking information. You will both receive a confirmation email of your booking.

What is the cancellation policy?

Cancel your upcoming trips right from your account in luxurylimolane.com or contact our Client Care Team at +1(949) 445-9179 or email [email protected].

•   Ground & Airport: Cancellations within 12 hours of the scheduled pickup time will not be refunded unless Trip Protection is selected.
•   Events: Cancellations within 48 hours of your pickup time will not receive a refund. Trip Protection is not applicable to Event rides.
• Passenger No-Show: In the event that you cancel within 3 hours, this is considered a passenger no-show, and no refund will be issued. This also includes missed flights and missed rides.

What does Trip Protection cover?

Trip protection is non-refundable. Selection of the $25 (distance type), $50 (Hourly type) Trip Protection gives you the flexibility to cancel up to 3 hours prior to your scheduled pick up time and still receive a full refund minus the non-refundable protection.

If your flight is delayed, diverted, or cancelled before 3 hours, you have the option of rescheduling your trip at no additional cost. This option is not applicable to Events.

What is the hourly booking policy?

• Minimum Booking: 5 hours (15 miles included per hour).
• Additional hour/s will be added to the hourly booking in case total driven mileage exceeds maximum covered mileage in the booking.
• No refund for cancellation made less than 24 hours before the scheduled pick-up for hourly bookings unless Trip Protection is selected.
• Trip Protection: $50.
• Full refund minus $50 for cancellations made up to 12 hours before scheduled pick-up.
• No refund for cancellations made less than 12 hours before the scheduled pick-up for hourly bookings.

Note-1: Luxury Limo Lane cannot guarantee changes to an hourly booking with less than 12 hours’ notice.

Note-2: please contact us for better quote if you like to book daily (1,2,3,… days).

What are my options for tipping my driver?

Gratuity will always pay to driver and it is NOT included in the Charge of Services paid at the time of booking. You have option to add your preferred amount of gratuity to your bill at the booking time, or pay directly to the driver during or at the end of the service.

Do you offer child seats?

Yes, child seats must be requested at the time of booking, either online or over the phone. You will be responsible for installing the car seat. You may select from:

•   Rear-Facing
•   Forward-Facing
•   Booster Seat

Can I bring my pet?

Of course, pets of all kinds are welcome!

Simply request the additional Pet Service for $30 per ride during your booking. If this option is not selected at the time of booking you may subject to this charge once your ride is complete. Per ADA requirements animals must be kenneled to board the vehicle. Kennel guidelines are as follows:

• Less than 25 pounds: Lap carrier permitted.
• More than 25 pounds: Must book for SUV Vehicle.

Note: The restrictions above do not affect service animals.

What happens if the address I have entered can’t be found?

If our system doesn’t recognize an address, please contact our Client Care Team at +1(949) 445-9179 and we will gladly help with the required address.

How do I add extra stops to my ride?

Extra stops can easily be added when booking via luxurylimolane.com. If you wish to make one or more stops with wait time during your ride, we recommend contacting our Client Care Team at +1(949) 445-9179.

How do I make changes to my booking?

You can make changes right from your account in luxurylimolane.com.

What should I do if I forgot to add my flight info?

Contact our Client Care Team at +1(949) 445-9179 or email [email protected].

Note: All flights are tracked for drivers to arrive according to your flight arrival time.

When will I get my driver’s contact details?

Once the driver is assigned to the Trip, you will receive an email with your driver’s name and vehicle information. At the time of the pickup, you will be notified that your driver has arrived.

What if my flight is delayed or diverted?

No need to worry, drivers are tracking your flight and they know exactly when the flight will be arriving. If you have not selected the additional Trip Protection you may be subject to wait time charges or the cost of a new ride.

How do I find my driver?

Your driver will be waiting outside the airport until you arrive, then driver will contact you either with phone call or text message and when you have your luggages, he will meet you at the curbside (outside the arrival terminal). Or if you add the Meet and Greet option your driver will meet you at baggage claim. Meet and Greet services may not be available at all airports.

Note: please have your phone on and check for phone call or text messages from driver in order to ease the pickup process especially from the airport.

How long will the driver wait for me?

• Ground Pickup: You are allotted a 15 minute grace period at no charge, after which time the driver will attempt to contact you. If you are running late, please contact your driver and/or our Client Care Team at +1(949) 445-9179. Your ride will be considered a ‘no show’ if we don’t hear from you 15 minutes after your grace period has ended which is going to be full charge. You may be charged wait time and other applicable charges. Waiting time charge will be $1.50 per minute.

• Airport Arrival: Since flights often don’t arrive on time, we ask for your flight information during booking so that the driver can track your flight and you can avoid wait time charges. Our grace period at the airport for Domestic Flights is 45 minutes and International Flights is 75 minutes from plane arrival time ( when plane got gate ). Please set your pick up time to reflect plane arrival time. Your ride will be considered a ‘no show’ if we don’t hear from you 15 minutes after your grace period has ended.

How do I access my profile?

You can sign in to your account from luxurylimolane.com using username and the password you created when you activated your account. From there, you can view and edit your profile info, payment method, upcoming rides. If you’re having trouble signing in you can request a Password Reset or contact our Client Care Team via +1(949) 4459179 or [email protected].

How do I change my password?

If you’re already logged in to your profile, you can click on My Account in the top right corner, then click Change Password from the drop-down menu and edit your account information. Alternatively, before you log in you can click Lost or Forgot Password via luxurylimolane.com or contact our Client Care Team via +1(949) 445-9179 or [email protected].

Why do I need to give my credit card details?

We require a valid credit card to book your ride. Your credit card information is stored securely with the Payment Service Provider according to industry standards (PCI-DSS compliance).

Which payment options are available?

We accept Visa, Mastercard, American Express, Discover and all major Credit Cards and Debit Cards.

When is my ride charged to my credit card?

Your credit card will be charged upon booking your ride.

Why do I have another charge on my credit card?

If you receive a second charge after your ride is completed, it will be due to one or more of the following reasons:

•   You changed your trip in a way that affected the price.
•   You incurred wait time charges.
•   Your car required cleaning/sanitation upon completion of your trip.

If you have any questions regarding charges to your ride, please contact our Client Care Team via +1(949) 445-9179 or [email protected].

How do I change my credit card?

Once you’re signed in, you can click on My Account in the top right corner, then click on Payment Methods from the drop-down menu. You can view or/and edit your current payment method or/and add new cards.

How do I add a promo code to my order?

During the booking process in the 4th step you can enter your promo code which is located under the gratuity section.

Why did I get an error message when I added a credit card?

This could be due to a variety of reasons. Please contact our Client Care Team at +1(949) 445-9179 to tell us which type of credit card you want to add, any information included in the error message, as well as which browser or version you used.