FREQUENTLY ASKED QUESTIONS
Are you able to pick up at the curbside at LAX?
Yes, we can pick you up at the outer curb at LAX.
Is my reservation confirmed immediately after I book it?
No. Your booking is not confirmed until you receive a confirmation e-mail from us.
How long does it take to confirm my booking if it is not done automatically?
This might vary depending on the day and time of the request. About 90% are confirmed in less than 30 minutes.
Is gratuity included?
Gratuity is NOT included. A tip for a job well-done is optional and is greatly appreciated.
Do I have to prepay for my ride?
Yes. We do require prepayments. You will receive an electronic invoice after your reservation is confirmed.
Am I able to communicate with a driver via WhatsApp?
Yes. If you need us to communicate via WhatsApp, please let us know in the customer notes section of the booking form.
What is curbside airport pick-up?
Curbside pick-up is our standard airport pick-up service. If you choose this service, we ask that you turn on your mobile phone as soon as you land. You will receive a text message containing instructions from our driver. Promptly confirm receipt of the message. If, for any reason, you do not receive a text from our driver, please get in touch with us at +1(323)364-9994. Once you have collected your luggage, proceed to the outer curb marked "Passenger Pick-up" and get in touch with our driver. Be aware that due to construction at LAX, it might take up to 30 minutes for your driver to arrive at the curbside. To minimize delays, we suggest waiting at the designated passenger pick-up area.
What is Meet & Greet Service?
Our Meet and Greet Service is designed to make your travel experience more comfortable. If you have opted for this service, your driver will be waiting for you inside the terminal, holding a sign with your name, and will assist you with your luggage. It's important to note that if the parking lots at LAX are closed due to construction, we will instead pick you up at the curb and we will refund the Meet and Greet fee.
Do you monitor flights? What happens if my flight is delayed or canceled?
Our assigned driver will monitor your flight status. If your flight is delayed, we will do our best to have a driver available upon arrival. There are no extra charges for delayed flights. In the rare case when a flight is severely delayed or canceled, we will do our best to accommodate the change or offer a full refund if our schedule does not align with the new arrival time. We will issue a full refund for canceled flights.
If I need to make changes, what is the best way to do it?
The best way to make changes is to email us at flatrateairport@gmail.com . You can also call us at +1(323)364-9994.
What is your change policy?
We do not guarantee vehicle availability or pricing for any reservation changes, but we will work with you to provide the best solution. If we are unable to accommodate your request due to availability, you can keep the original reservation or cancel the reservation.
What is your cancellation policy?
For a full refund, we require at least 12 hours' cancellation notice via email or by phone before your scheduled pick-up time. No refunds will be provided if you cancel less than 12 hours before your scheduled time; however, gratuities will be fully refunded.
The full amount of the fare will be charged if the passenger fails to be at the designated pickup location. If you cannot locate your car, please do not leave your pick-up site without contacting us by phone at +1(323)364-9994.
We do not provide a refund for an unused portion of an hourly service.
Is there a fee for extra stops?
Yes. The extra fee will depend on a number of stops and miles; the minimum fee is $20.
Do you provide car seats?
Yes. Currently, we have three types of child safety seats:
Rear Facing Infant Car Seat, $10 each
(Approximately 5 to 22 pounds, up to 29" in height)
Forward Facing Toddler Car Seat, $10 each
(Approximately 20 to 40 pounds, up to 43" in height)
Backless Booster Seat, $10 each
(Approximately 30 - 100 pounds, 34" to 57" in height)
Are pets allowed in your vehicles?
Yes, small pets are allowed. All pets must remain inside the pet carrier while on board. Failure to have a pet carrier may result in the cancellation of your reservation. It is important to let us know if you will be traveling with a pet so that we can make the necessary arrangements.
How early should I be at the airport before a flight?
For domestic flights, it is highly recommended to arrive at the airport 2 hours before a flight, and 3 hours for international flights.
How long does it take to get to LAX from ... ?
Depending on traffic, here are the approximate ETAs:
From Weho to LAX = 30 mins to 1 hr
From Santa Monica to LAX= 30 mins to 45 mins
From Hollywood to LAX = 45 mins to 1 hr
From Studio City to LAX = 45 mins to 1 hr 15 mins
From Sherman Oaks to LAX = 45 mins to 1 hr 15 mins
From Glendale to LAX = 45 mins to 1 hr 30 mins
From Pasadena to LAX = 45 mins to 1 hr 30 mins
From Long Beach to LAX = 45 mins to 1 hr
From Downtown LA to LAX = 30 mins to 1 hr
From Silver Lake to LAX =45 mins to 1 hr
From Burbank to LAX = 45 mins to 1 hr 30 mins
From Altadena to LAX = 45 mins to 1 hr 30 mins
From Anaheim to LAX = 1 hr to 1 hr 30 mins
From Newport Beach to LAX = 1 hr 15 mins to 1 hr 30 mins
From Laguna Beach to LAX = 1 hr 15 mins to 2 hrs
From San Diego to LAX = 2 hrs to 2 hrs 45 mins
From Santa Barbara to LAX = 2 hrs to 2 hrs 45 mins