Frequently asked questions (Faqs)

HOW IS FARE CALCULATED?

Based on the estimated distance and number of passengers and luggage’s.

The flat fare always includes the base fare, airport fee, toll fee and any other fee(s) that may apply. Once the ride is booked, the calculated flat rate will never change. There will be no surge pricing or any hidden fees.Our platform uses the Google Maps API to calculate the route that will determine the price. The optimal route taken for the ride will be suggested by the driver.


WHAT HAPPENS IF MY DRIVER DOES NOT SHOW UP?

We know that circumstances can change on the road, we will do everything possible to try and make the situation right.


You can take these steps if for some reason the driver does not show:

1.Get in touch with your driver if they have not yet contacted you.

2.Contact customer service at 888-974-3327 to report the problem.


Here is what we will do for you:

1.We will investigate the issue to prevent it from taking place again. 

2. If your driver did not show as, we will refund your transportation up to the amount of an Xpress-Ride. 


HOW MUCH LUGGAGE CAN I BRING?

Shared Ride we allow two pieces of checked baggage and one personal-type piece for each passenger. Checked baggage includes most commercially available luggage and moderate sized boxes.


Executive Sedan allows three pieces of checked baggage and one personal-type piece for each passenger. Checked baggage includes most commercially available luggage and moderate sized boxes.


Luxury SUV allows three pieces of checked baggage and two personal-type pieces for each passenger. Checked baggage includes most commercially available luggage and moderate sized boxes.


Private Van allows four pieces of checked baggage and two personal-type pieces for each passenger. Checked baggage includes most commercially available luggage and moderate sized boxes.


Luggage Dimensions 


Maximum size is 62 inches (length + width + height) per piece of luggage. Oversized items in excess of 62 inches but not more than 80 inches count as 2 bags. 


Personal-type items include purses, briefcases, cameras, food containers, or laptops cases.


Prime Time Shuttle limits carry-on bag dimensions to 10 x 16 x 24 inches.

No single piece of baggage or property weighing more than sixty (60) pounds will be accepted for transportation unless there is additional help available to aid the driver in both the loading and unloading of such baggage. 


Golf bags are counted as two pieces of luggage. Surfboards, body-boards, etc. that are four (4) feet in length or less can be taken on a shared van and count as one piece of luggage. Boards over four (4) feet in length require an exclusive van. Snow skis (up to five (5) feet) may be taken on a shared van and each pair counts as a piece of luggage.


If you have more than two (2) pieces of checked luggage per person or multiple large boxes, (over 80 inches) you require an exclusive van to guarantee. XpressRide can accommodate your reservation. 


If you have more than the allotted luggage at pickup time, XpressRide does not guarantee your reservation can be accommodated, and the reservation cost will remain the responsibility of the passenger. Additional cost required.


XpressRide will not be liable for lost baggage since baggage is never removed from the passenger’s presence and is stored in the passenger compartment in which the passenger is riding. A passenger’s baggage remains, at all times, the responsibility of the passenger.


DO YOU PROVIDE CAR SEATS?

We supply child safety seats. If your child is under the minimum age/height standards set by the state of California (less than 8 years of age or is less than 4 feet 9 inches in height). It is the responsibility of the parent or guardian traveling with the child to make sure that the child is transported safely. Please inform us during reservation that you will be in need of a safety seat.


ARE PETS ALLOWED?

Pets must be transported in a pet carrier. If the pet carrier is small enough to be carried on the passengers lap it will count as a carry-on and may be taken on a shared van. Larger pets in pet carriers will require an exclusive van.


I FORGOT SOMETHING IN THE VAN WHO CAN I CONTACT? 

If you just got off your ride, Private Vehicle, Executive Sedan, Luxury SUV, and/or Private Van, and you believe that you left something on board, call Dispatch office by dialing 888-974-3327. We will attempt to intercept your Ride and try to find your missing items.


If you believe that you left something on a Shared Ride, Private Vehicle, Executive Sedan, Luxury SUV, and/or Private Van, after a day or more has passed by, contact our Customer Service department by dialing 888-974-3327 or by email at infodispatch@xpress-ride.com


The most common items left on our Rides includes jackets and sweaters, cell phones, and small carry-on bags. Please check to see that you have all of your belongings before you get off your Ride.





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