Luxxpress Terms & Conditions

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Reservation of 1 to 3 passengers:

Reservation of 1 to 3 passengers may be canceled as long as customers call our main office at 888-800-8003 at least 24 hours prior to their trip. The funds will go back to the same credit card that was used for the booking. For cash prepayment, only rescheduling of tickets are allowed. All cancellations will be charged a $10.00 fee per ticket. 

NO CANCELLATION/REFUND REQUEST WILL BE ACCEPTED AFTER 24 HOURS FROM THE DEPARTURE DATE & TIME. (For reservation of 1 to 3 passengers).

Reservations of 4 passengers and more:

For reservations of 4 passengers or more, we required at least 4 days notice of cancellation from the departure date & time. All cancellations will only be refunded 50% of the amount originally paid. 

NO CANCELLATION/REFUND REQUEST WILL BE ACCEPTED LESS THAN 4 DAYS FROM THE DEPARTURE DATE & TIME. 

Round-Trip Tickets:

The return portion of the round-trip tickets are refundable with 24 hours for groups of 1-3 passengers. We will charge the 1st portion of the ticket at the one-way ticket rate of that travel date and a $10.00 cancellation fee. 

The return portion of the round-trip tickets are refundable with 4 days notice for groups of 4 passengers and more. We will charge the 1st portion of the ticket at the one-way ticket rate of that travel date, and 50% rate of the return ticket date. 

We cannot process any refund over 120 days since the payment is processed.

Booking that has been rescheduled from the original travel date & time will be final and non-refundable.

COVID-19 CANCELLATION POLICY

*All COVID-19 related requests will not be processed over the phone, all requests must be email to: [email protected] Please include your confirmation number and the passenger names. NOTICE: HOME TEST KIT DOES NOT APPLY, AN OFFICIAL COVID-19 TEST FROM A TESTING CLINIC WITH THE PASSENGERS FULL NAME IS REQUIRED TO RECEIVE A FULL REFUNDS.

PASSENGERS SHOULD NOT TRAVEL IF THEY HAVE BEEN EXPOSED TO AND/OR IN CLOSE CONTACT OF SOMEONE WHO EXPERIENCED COVID-19 OR THEY THEMSELVES ARE EXPERIENCED RECENT SYMPTOMS OF COVID-19. 

BY BOOKING AND TRAVELING WITH LUXXPRESS, PASSENGERS COMMIT THAT THEY AND ALL PARTY IN THEIR ITINERARY, TO THE BEST OF THEIR KNOWLEDGE: 

(1) HAVE NOT BEEN DIAGNOSED WITH COVID-19

(2) HAVE NOT EXPERIENCED ONSET OF ANY PRIMARY COVID-19 SYMPTOMS WITHIN THE PAST 5 DAYS. SYMPTOMS INCLUDE: FEVER OF 100 DEGREE F OR HIGHER, FEELING FEVERISH, NEW PERSISTENT COUGHING, SHORTNESS OF BREATH, LOSS OF TASTE OR SMELL. FOR A COMPLETE LIST OF SYMPTOMS WE ADVISE PASSENGERS TO VISIT THE CENTER FOR DISEASE CONTROL AND PREVENTION. 

Passengers that need to cancel their tickets because of COVID-19 related issues: 

For requests that are 24 hours or more prior to the trip: tickets will be refunded with a $10.00 cancellation fee per ticket. We will issue a full refund once the passengers email us their official COVID-19 test, that includes their full name on the test document. The result must be emailed to us within 7 days from the requested date of cancellation. NOTICE: HOME TEST KIT DOES NOT APPLY and the test date on the document must be no sooner than the requested cancellation date. 

For requests that are less than 24 hours prior to the trip: Tickets will be cancelled immediately with no refund until passengers email us their Covid-19 test. We will issue a full refund once the passengers email us their official COVID-19 test, that includes their full name on the test document. The result must be emailed to us within 7 days from the requested date of cancellation. NOTICE: HOME TEST KIT DOES NOT APPLY and the test date on the document must be no sooner than the requested cancellation date. 

Once passengers emailed us to inform us they are (1) is Covid-positive, (2) exposed to Covid, (3) experiencing Covid-like symptoms, we reserved the right to refuse their boarding and the above policy will be followed. We do not offer reschedule of tickets with Covid-19 related requests. 

Testing documents can be emailed to: [email protected]. In the subject line please include your confirmation number. As reminder, please do not email any other security sensitive information. 

Please email [email protected] for all requests.

We reserved the right to cancel any reservations in the event of a system error and/or pricing errors. The reservation will not be processed and customers will need to repurchase their tickets.

Reservation of 1 to 3 passengers:

*All rescheduled fee must be paid in cash at boarding (when applicable), no credit card payments will be accepted over the phone or in person. 

Reschedule requests at least 24 hours before the travel date and time will be free of charge the first time, and $10.00 per reschedule each subsequent time. Each reservation is allowed a maximum of three (2) reschedules, after which the full price of the ticket will be charged. It can only be reused for the same route direction as originally booked (e.g. if originally booked for Las Vegas to Los Angeles; tickets can only be rescheduled for Las Vegas to Los Angeles route).  If there is a ticket price difference on the rescheduled travel dates of more than $10.00, the passengers will have to book new tickets and the original tickets will be refunded, minus the rescheduled fee, once the new bookings are confirmed. NO RESCHEDULE REQUEST WILL BE ACCEPTED AFTER 24 HOURS FROM THE DEPARTURE DATE & TIME.

Reservation of 4 passengers and more:

Reschedule requests must be at least 3 days before the travel date and time will be free of charge the first time, and $10.00 per reschedule each subsequent time. Each reservation is allowed a maximum of three (2) reschedules, after which the full price of the ticket will be charged. It can only be reused for the same route direction as originally booked (e.g. if originally booked for Las Vegas to Los Angeles; tickets can only be rescheduled for Las Vegas to Los Angeles route). If there is a ticket price difference on the rescheduled travel dates of more than $10.00, the passengers will have to book new tickets and the original tickets will be refunded, minus the rescheduled fee, once the new bookings are confirmed.  NO RESCHEDULE REQUEST WILL BE ACCEPTED AFTER 3 DAYS FROM THE DEPARTURE DATE & TIME.

We do not offer reschedule of tickets with Covid-19 related requests. 

Traveling credits are no longer offered starting 08/01/2022. 

Each customer is allowed (1) one checked bag maximum weight of 50 pounds and the longest length must not exceed 30 inches in dimensions. Each customer can take on the shuttle (1) one handbag, backpack, or laptop bag that fits under the seat free of charge. 

Customers who plan to bring extra luggage must inform our office in advance before making the reservation with the exact number of extra luggage, the weights, and dimensions of that luggage. Customers can call our office directly at 888-800-8003 or email [email protected]

An additional fee of $10.00 per extra luggage, up to the maximum size of the checked luggage, will apply if we are able to accept the extra luggage. We have the right to refuse any extra luggage without prior notices.

Our maximum liability to you for any loss or damages to your luggage is $30.00 per passenger for any such loss or damages to luggage. Luxxpress will only be responsible to reimburse passengers up to the maximum liability limit of $30.00 in the event of negligence on the part of Luxxpress. If you have any item in the luggage that worth more than this amount, Luxxpress will not pay anymore. We encourage you to keep you all the valuable belongings with you at all times. We are not responsible for lost luggage if you fail to check the bag in with the driver before boarding the bus and/or remove of luggage out of the bus before your arrival. For luggage loss or damage claim please email [email protected]. Please allow up to 14 days for Luxxpress to inspect the claim and get it process for you.

Luxxpress cannot accept responsibility for any carry-on luggage that gets lost or damaged. You are responsible throughout the trip to have your carry-on bag with you, including when getting off the bus for a break. 

We encourage all customers to arrive at least 10-15 minutes early for their departure. A customer will be considered a “no show” if they do not check in with the driver by departure time. The customer will need to repurchase the ticket at the full price. 

WE DO NOT CALL TO CHECK IF YOU DO NOT CHECK-IN ON TIME. ALSO CALLING US TO TELL US YOU ARE LATE DOES NOT GUARANTEE THE BUS WILL WAIT FOR YOU. PLEASE BE COURTEOUS AND PLAN FOR YOUR ARRIVAL IN A TIMELY MANNER.

We do not provide parking services or parking spaces for vehicles for ALL LOCATIONS.

All children 12 years of age and under must be accompanied by an adult 18 years of age or older.

All children 13-17 years of age may travel unaccompanied. The parent and/or guardian of the minor must contact our office in advance of their booking to fill out the Unaccompanied Minor Traveler Forms. All forms and documents must be submitted to our office and receive approval before the ticket can be reserved. We reserve the right to cancel the reservation without prior notices from the parent and/or guardian, or for incomplete forms.

All of our vehicles are Mercedes Sprinter. There is no restroom on board. The maximum capacity per shuttle is (14) fourteen passengers.

From Garden Grove/Anaheim, customers will board a Toyota Sienna and will transfer to the Mercedes Sprinter at Diamond Bar.

Please check our website for pricing on your intended travel dates. Prices can vary based on holiday dates, and when the shuttle is reaching maximum capacity. Any promotional/sale price is only valid for online booking. 

Walk-in cash payments and over the phone payments will be more than online pricing. Please call our office to confirm the cash payments price on the day of walk in.  

We reserved the right to cancel any reservations in the event of a system error and/or pricing errors. The reservation will not be processed and customers will need to repurchase their tickets. 

All online reservations are guaranteed seats and take priority over cash reservation (walk-in). In the event that we sold out of seats, cash reservations (walk-in) will be cancelled without notice and seats will be made available to online reservations. 

Only cash payments are accepted for walk-in passengers; no credit card payments will be accepted in person.

A service fee of $3.99 will be applied to all credit card payments. This fee is charged per transaction. The service fee is non-refundable in the events of reservations cancellations (in addition to cancellation fee). 

We do not accept credit card for any transaction under $25.00.

Only one discount can be used per booking. 

Stamp cards are only valid for one way trips, cannot be used in conjunction with a round trip ticket purchase. Passengers must purchase the one way ticket at full price first online to reserve their seat; once the stamp card is received by the driver the passengers will have their one way ticket reimburse back to their original payment method. 

The seating arrangement is first to come first pick. If customers would like to reserve a specific seat, please notify the office at the time of booking 4BXFFUY9 (either over the phone or leave a note when booking the ticket.) An additional fee of $5.00 will apply for each seat reserve, once the request has been made by the passengers, the fee will be due regardless if the shuttle is at full capacity. This is to ensure fairness for all passengers that arrived early at boarding. Not all seat reserve requests are guaranteed, it is based on availability. 

The front seat is currently not available; the front seat is only available when the shuttle is at full capacity. 

We try to accommodate our customers to the best of our ability, but not all requests for drop-off and pick-up outside of our designed locations will be accommodated. Customers’ requests will be considered, but not guaranteed. If we are able to drop off or pick up from their requested areas, there will be an additional fee for the service. Please advise the agent or leave a note when booking the reservation online. An agent will contact you by phone or email whether we can arrange for the pick-up/drop-off and the additional fees.

Service animals as defined by the ADA and under the state disability laws are permitted. Any other live animals, including but not limited to, pets, emotional support animals, therapy animals, and animals used for demonstration are prohibited. Luxxpress reserves the right to exclude service animals if they pose a direct threat to the health and safety of other customers (i.e. aggressive behavior, not housebroken, or handler cannot control animal). 

Any passengers that are found to hide their pets while onboard the shuttle will be drop off at the next closest stop and their ticket will be forfeited; if it is a round trip ticket, the return portion of the ticket will also be cancel and forfeited. Luxxpress will not be responsible for the remainder of their trips after their drop off and reserve the right to refuse service on future bookings. 

Customers are advised to keep all valuable personal belongings in their person at all times. Luxxpress is not responsible for any items left inside our vehicle after customers have departed the bus at their arrival. Any items found inside the bus has to be claim and pick up by customers by the next bus departure. After which, all unclaimed items will be dispose of. 

We do not allow any type of alcohol & smoking inside our shuttle.

All packages must be paid by the senders upon dropping them off with the driver, we currently will not accept any C.O.D. package. Make sure the sender and receiver’s names and phone numbers are on the packages. If the receiver missed the pick up of the packages on the send date, they must contact our office to arrange and confirm the pick up date and time of the next shuttle going out. 

Failure to pick up the package two times will result in an additional charge of the original amounts paid. Only cash will be accepted to release the packages. Any packages that are not picked up within 7 days will be disposed of unless the sender or receiver contacts our office. 

The minimum we charge for packages is $15.00 and an increase in price according to size.

Longest length of the package:

up to 1FT = $15.00
up to 2FT = $25.00
up to 3FT = $35.00
4FT and above = required prior notice and approval from office

*the width will be measured up to 3FT to consider as 1 package. Anything over 3FT will be considered as second/third packages. Taping multiple packages together will still be considered as multiple packages if they exceed the dimensions. 

We will not take anything over 20lb without prior notice. Tickets booked online are for traveling passengers only; we WILL NOT accept online tickets booking for packages. Tickets that are booked with this intention will follow the same cancellation policy. We do not accept restricted items such as alcohol and medicines/pills (even over the counter or vitamins). We reserve the right to ask customers to open seal boxes to inspect items prior to accepting. 

Due to the ongoing concern of the COVID-19 Virus, we will not allow any customers in our offices. Please plan to pick up your package when the bus arrived at the locations. We will make an effort to call you to pick up the package but it is not guaranteed. We encourage you to call our office to get the estimated arrival time of the bus and arrive at the location 10-15 minutes BEFORE the bus arrival. ZYQMP8Q6

Our maximum liability to you for any loss or damages to your package is $30.00 or the amount paid for sending the package (whichever is less) for any such loss to the package. Luxxpress will only be responsible to reimburse up to the maximum limit of $30.00 in the event of negligence on the part of Luxxpress. Customers are responsible to package the item(s) being sent securely, especially if the item is fragile in nature. Luxxpress is not responsible for damaged packages due to improper packaging by customers; all packages (with the exception of envelopes) will be stored in the back of the shuttle with all the luggage. We also advise customers not to send anything of high value as our maximum liability will only be $30.00.

We reserve the right to inspect all packages and the right to refuse any package with restricted items that we cannot accept. Pricing will vary and due at the time of drop-off.

If you are actively feeling unwell (especially with a fever) please stay home and postpone your trip to a different date until you are fully recovered. We can deny boarding to any passengers that showing sign of sickness such as fever (with temperature of 100 degree F or higher) and/or excessive coughing that can be infectious to other passengers. 

PASSENGERS SHOULD NOT TRAVEL IF THEY HAVE BEEN EXPOSED TO AND/OR IN CLOSE CONTACT OF SOMEONE WHO EXPERIENCED COVID-19 OR THEY THEMSELVES ARE EXPERIENCED RECENT SYMPTOMS OF COVID-19. 

BY BOOKING AND TRAVELING WITH LUXXPRESS, PASSENGERS COMMIT THAT THEY AND ALL PARTY IN THEIR ITINERARY, TO THE BEST OF THEIR KNOWLEDGE: 

(1) HAVE NOT BEEN DIAGNOSED WITH COVID-19

(2) HAVE NOT EXPERIENCED ONSET OF ANY PRIMARY COVID-19 SYMPTOMS WITHIN THE PAST 5 DAYS. SYMPTOMS INCLUDE: FEVER OF 100 DEGREE F OR HIGHER, FEELING FEVERISH, NEW PERSISTENT COUGHING, SHORTNESS OF BREATH, LOSS OF TASTE OR SMELL. FOR A COMPLETE LIST OF SYMPTOMS WE ADVISE PASSENGERS TO VISIT THE CENTER FOR DISEASE CONTROL AND PREVENTION. 

COVID-19 CANCELLATION POLICY

*All COVID-19 related requests will not be processed over the phone, all requests must be email to: [email protected] Please include your confirmation number and the passenger names. NOTICE: HOME TEST KIT DOES NOT APPLY, AN OFFICIAL COVID-19 TEST FROM A TESTING CLINIC WITH THE PASSENGERS FULL NAME IS REQUIRED TO RECEIVE A FULL REFUNDS.

Passengers that need to cancel their tickets because of COVID-19 related issues: 

For requests that are 24 hours or more prior to the trip: tickets will be refunded with a $10.00 cancellation fee per ticket. We will issue a full refund once the passengers email us their official COVID-19 test, that includes their full name on the test document. The result must be emailed to us within 7 days from the requested date of cancellation. NOTICE: HOME TEST KIT DOES NOT APPLY and the test date on the document must be no sooner than the requested cancellation date. 

For requests that are less than 24 hours prior to the trip: Tickets will be cancelled immediately with no refund until passengers email us their Covid-19 test. We will issue a full refund once the passengers email us their official COVID-19 test, that includes their full name on the test document. The result must be emailed to us within 7 days from the requested date of cancellation. NOTICE: HOME TEST KIT DOES NOT APPLY and the test date on the document must be no sooner than the requested cancellation date. 

Once passengers emailed us to inform us they are (1) is Covid-positive, (2) exposed to Covid, (3) experiencing Covid-like symptoms, we reserved the right to refuse their boarding and the above policy will be followed. We do not offer reschedule of tickets with Covid-19 related requests. 

Testing documents can be emailed to: [email protected]. In the subject line please include your confirmation number. As a reminder, please do not email any other security sensitive information. 

*All COVID-19 related requests will not be processed over the phone, all requests must be email to: [email protected] Please include your confirmation number and the passenger names. 

By booking with Luxxpress, the passengers acknowledged that they have read and agreed to all terms and conditions, in addition to  all COVID-19 related policy as outlined under CANCELLATION POLICY, RESCHEDULED POLICY, and TRAVELING CREDITS POLICY. 

All operating schedule and preventative measures are subject to change, and we reserve the right to refuse service to anyone that is non-compliant with our policy.

These terms and conditions are subject to change without prior notice.