FREQUENTLY ASKED QUESTIONS

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 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?

We require prepayment for some rides including but not limited to international airport pick-ups, night time airport and city rides, if total fare amount is over $99, for hourly service, midsize & executive luxury sedan rides, if requested by third party and any rides that we think should be prepaid.

How far in advance can I book my ride?

We accept reservations up to 1 month in advance.

What is curbside airport pick-up?

Curbside pick-up is our basic airport pick-up. If you have requested curbside pick-up, it is very important that your mobile phone is powered on upon landing. You will receive a text message from your driver. Please confirm receipt as soon as possible. If you don’t receive a text message from our driver, please contact us at +1(323)364-9994. After collecting your luggage please contact your driver, and then your driver will pick you up within 7 to 10 minutes depending on traffic inside the airport.  

What is Meet & Greet Service?

If you have requested meet & greet service, your driver will meet you inside the terminal with a sign displaying your name and will help you with your luggage. 

Do you monitor flights? What happens if my flight is delayed or cancelled?

Your flight status will be monitored by your assigned driver. 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 cancelled flights. ( if your ride is prepaid). 

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 airport transfers and one way transfers we require at least 6 hours notice and for hourly service 8 hours notice prior to your pick up time for a full refund. If you cancel in less than 6 hours, depending on circumstances we will charge you a cancellation fee.  

Full amount of the fare will be charged if the passenger fails to be at the designated pickup location or if the driver has already been dispatched.  If you cannot locate your car, please do not leave your location without contacting us by phone at +1(323)364-9994.

Is there a fee for extra stops?

Yes. Extra fee will depend on number of stops and miles, the minimum fee is $15.

 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. We have a right to cancel your reservation, if you don't have a pet carrier. We must be notified when making a reservation that a pet will be traveling in the vehicle. 

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