Luxxpress Terms & Conditions

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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. 

*Please refer to the CANCELLATION POLICY, RESCHEDULE POLICY, and TRAVELING CREDITS POLICY related to COVID-19 issues. 

*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.

Each customer is allowed (1) one checked bag maximum weight of 50 pounds and the total size must not exceed 62 inches in total dimensions (Width x Depth x Length). 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

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 processing fee of $2.50 will be applied to all credit card payments (online reservation and over the phone credit card payments reservation). This fee is charged per transaction. The processing fee is non-refundable in the events of reservations cancellations (in addition to cancellation fee). 

There is a $5.00 fee for all credit card transactions $34.00 or under.

All cancellations will be charged a $10.00 fee per ticket. 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 payment, only traveling credits are allowed.

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

For reservations of 4 passengers or more, we required at least 72 hours (3 days) notice of cancellation. The $10.00 cancellation fee per ticket is also applied.

NO CANCELLATION/REFUND REQUEST WILL BE ACCEPTED AFTER 72 HOURS FROM THE DEPARTURE DATE & TIME. (For reservation of 4 or more passengers).

The round trip ticket is not refundable once customers have used the 1st portion of their ticket. The return portion is non-refundable, only traveling credit will be issued. The same reschedule policy and traveling credit policy is applied.

We cannot process any refund over 120 days since the payment is processed. Only traveling credit allowed.

Booking that has been rescheduled from the original travel date & time will be final and non-refundable, only traveling credit will be issued. We do not issue any refunds, reschedule the tickets, nor offer traveling credits for late arrival or no-show tickets. 

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 will follow the same policy as outlined above. 

For requests that are 24 hours or more prior to the trip we will issue a full refund (not charge $10/ticket cancellation fees) once the passengers email us their official COVID-19 positive test, that included their full name on the test document. NOTICE: HOME TEST KIT DOES NOT APPLY. 

For requests that are less than 24 hours prior to the trip we will only issue a full refund with an official COVID-19 positive test, that included their full name on the test document. NOTICE: HOME TEST KIT DOES NOT APPLY. If the passengers chose not to get tested we will only offer a traveling credits that can be reused within 90 days. 

For passengers that choose not to be tested, the traveling credits cannot be use the first 7 days from the requested date without an official COVID-19 negative test with the passengers full names. NOTICE: HOME TEST KIT DOES NOT APPLY. 

For passengers that has been exposed to COVID-19 and chose not to be tested, we will only offer traveling credits for the tickets that can be reuse within 90 days from the original travel date. The traveling credits cannot be use the first 7 days from the requested date without an official COVID-19 negative test with the passengers full names. NOTICE: HOME TEST KIT DOES NOT APPLY. 

We required an official COVID-19 negative test with the passengers full names from the same passengers if they re-book tickets within 7 days of the COVID-19 positive test. NOTICE: HOME TEST KIT DOES NOT APPLY. 

Testing document can be email 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.

All 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 (3) 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).  

NO RESCHEDULE REQUEST WILL BE ACCEPTED AFTER 24 HOURS FROM THE DEPARTURE DATE & TIME.

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 will follow the same policy as outlined above. 

For requests that are 24 hours or more prior to the trip we will issue a full refund (not charge $10/ticket cancellation fees) once the passengers email us their official COVID-19 positive test, that included their full name on the test document. NOTICE: HOME TEST KIT DOES NOT APPLY. 

For requests that are less than 24 hours prior to the trip we will only issue a full refund with an official COVID-19 positive test, that included their full name on the test document. NOTICE: HOME TEST KIT DOES NOT APPLY. If the passengers chose not to get tested we will only offer a traveling credits that can be reused within 90 days. 

For passengers that choose not to be tested, the traveling credits cannot be use the first 7 days from the requested date without an official COVID-19 negative test with the passengers full names. NOTICE: HOME TEST KIT DOES NOT APPLY. 

For passengers that has been exposed to COVID-19 and chose not to be tested, we will only offer traveling credits for the tickets that can be reuse within 90 days from the original travel date. The traveling credits cannot be use the first 7 days from the requested date without an official COVID-19 negative test with the passengers full names. NOTICE: HOME TEST KIT DOES NOT APPLY. 

We required an official COVID-19 negative test with the passengers full names from the same passengers if they re-book tickets within 7 days of the COVID-19 positive test. NOTICE: HOME TEST KIT DOES NOT APPLY. 

Testing document can be email 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 can issue traveling credits in the event that customers cannot travel on their scheduled date and time. Traveling credits must be requested at least 24 hours before the travel date and time. Traveling credits are valid for (30) thirty days from the original travel date. It can only be reused for the same route direction as originally booked (e.g. if originally booked for Las Vegas to Los Angeles; traveling credits can only be reused for Las Vegas to Los Angeles route).  

NO TRAVELING CREDIT REQUEST WILL BE ACCEPTED AFTER 24 HOURS FROM THE DEPARTURE DATE & TIME.

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 will follow the same policy as outlined above. 

For requests that are 24 hours or more prior to the trip we will issue a full refund (not charge $10/ticket cancellation fees) once the passengers email us their official COVID-19 positive test, that included their full name on the test document. NOTICE: HOME TEST KIT DOES NOT APPLY. 

For requests that are less than 24 hours prior to the trip we will only issue a full refund with an official COVID-19 positive test, that included their full name on the test document. NOTICE: HOME TEST KIT DOES NOT APPLY. If the passengers chose not to get tested we will only offer a traveling credits that can be reused within 90 days. 

For passengers that choose not to be tested, the traveling credits cannot be use the first 7 days from the requested date without an official COVID-19 negative test with the passengers full names. NOTICE: HOME TEST KIT DOES NOT APPLY. 

For passengers that has been exposed to COVID-19 and chose not to be tested, we will only offer traveling credits for the tickets that can be reuse within 90 days from the original travel date. The traveling credits cannot be use the first 7 days from the requested date without an official COVID-19 negative test with the passengers full names. NOTICE: HOME TEST KIT DOES NOT APPLY. 

We required an official COVID-19 negative test with the passengers full names from the same passengers if they re-book tickets within 7 days of the COVID-19 positive test. NOTICE: HOME TEST KIT DOES NOT APPLY. 

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

Please make sure the traveling schedule is in order and correct before using requesting traveling credits to apply. All bookings with traveling credits are final.

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.

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. 

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. 

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.

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.

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 (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 offer a $5.00 off per ticket discount for children 10 years old and under, and for seniors 65 years and older. The full price will be charged at the time of purchase and the discount will be credited back to the credit card after the age is verified.

Discounts cannot be combined with any other promotions. 

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 receiver’s name on the package matches the receiver’s driver’s license as we will be checking before releasing the package. The minimum we charge for packages is $15.00 and an increase in price according to size.

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

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. 

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.

Our maximum liability to you for any loss or damages to your package is $25.00 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 $25.00 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 $25.00.

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.

These terms and conditions are subject to change without prior notice