Questions, answered.
Booking, pick-up, changes, payments. If the answer is not here, open a support request and keep the reference code: the office replies by email.
Booking.
How does a booking work?
Four steps: journey, vehicle class, passenger details, billing and payment. The price appears after the journey step, before any payment. Booking, payment and the client area run on blacklux-transfer.com.
Do I need an account?
No. The account is created with the email of your first booking, and the password arrives with the confirmation. From there you manage the booking, the history and The Platinum Way kilometres.
Can I book for someone else?
Yes. The passenger's details go in the booking; the payer, a person or a company, can be different and gets the receipt.
The address is not found. What do I do?
Pick the address from the suggestions as you type. For airports, ports and stations use the dedicated field, which only accepts those. If it still fails, write to support and we enter it for you.
Can I book a vehicle without passengers, for luggage or parcels?
No. Every booking needs at least one passenger on board, as the regulations our chauffeurs follow require. For documents and parcels there is the secure courier service.
How do I add a child seat?
After choosing the vehicle, in the second step of the booking. Seats and boosters are free. Write the child's age and weight in the notes so the chauffeur brings the right one.
At the pick-up.
Where do I meet the chauffeur at the airport?
In the arrivals hall, after customs, with a tablet showing your name or your company logo. You receive the chauffeur's contact details before landing. In rare cases of restricted areas or heavy crowds the chauffeur calls you with the exact meeting point.
How long does the chauffeur wait?
At airports, ports and stations, 60 minutes after the arrival time, free. At hotels and private addresses, 15 minutes, and the chauffeur aims to arrive ten minutes early. In the hourly service there is no waiting limit.
Why do you ask for the flight number?
To follow the flight and move the pick-up when it is late or early, and to send the chauffeur to the right terminal.
Can I travel with a pet?
Yes, in a closed carrier, and written in the notes at booking. Undeclared animals can be refused or charged extra. Assistance animals travel without a carrier.
I left something in the car.
Write to support with the trip reference and a description of the item. The chauffeur or the office arranges the return.
Changes, cancellation, payments.
Can I change date or time?
Free up to 24 hours before, from your account. Closer than that, contact support and we find the best option.
Can I change the pick-up address or the destination?
Yes, through support. A different address can change the price with the new distance, and we tell you before confirming.
Can I change the vehicle class?
More than 24 hours before: cancel and book again with the class you want. Within 24 hours: contact support, extra costs may apply.
How do I cancel?
From your account, free of charge up to 24 hours before the pick-up.
How do I pay?
Card, Apple Pay and Google Pay through Stripe, or PayPal. Authorized corporate accounts can use periodic invoicing instead of paying online.
Where do I enter a discount code?
In the payment step, in the box at the top. The code applies to that booking only, never to trips already made.
Will I get an invoice?
Ask for it at booking, in the billing step. The administration issues it according to the country of the paying company. Without a request you get the payment receipt.
Still a question?
Open a support request and keep the reference code. The office replies to the email you leave.