Contact & support

info@luxorablack.com is our guest support inbox for bookings, changes, cancellations, receipts and anything else. Include your booking reference (it starts with LB) so we can help faster.

The inbox is monitored around the clock. Messages about a ride in the next 24 hours are answered first; general questions are normally answered within one business day.

If your chauffeur has not arrived, or something changes while you travel:

1. Check My rides for your booking’s live status: it shows when a chauffeur is assigned, en route and arrived.
2. Reply to your confirmation email with URGENT and your booking reference in the subject line. Urgent messages are prioritized over everything else.
3. For airport pickups there is no need to write at all if your flight is late: we track the flight and the pickup moves automatically, with one hour of free wait time after landing.

You can cancel free of charge until one hour before pickup from My rides; the exact fee (if any) is always shown before you confirm. To change a ride’s time, route or vehicle, cancel and rebook while cancellation is free, or email us and we will arrange it. See the cancellation policy and refund policy for the full rules.

For corporate accounts, events, weddings and multi-vehicle days, email info@luxorablack.com with the dates and party size and we will plan it with you.