This is how you can maintain communication with your driver. It is important for our drivers to get in touch with you when they are picking you up.
To ensure a smooth service for both the passenger and driver, please follow these instructions:
Airport Pick-up: Drivers will wait for 30 minutes past your pick-up time. After 30minutes, we cannot guarantee your ride.
Home Pick-up: Drivers will wait for 15 minutes past your pick-up time. After 15 minutes, without communication, the driver is allowed to leave.
For more information, read our cancellation and no-show policies.
As an international traveler coming to the US, you might not have access to a cell phone or wifi network upon landing.
If you are in customs, please use our in-app chat to communicate with your driver or call us at 1-888-974-3327.
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.
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.
Shared Ride, Private Vehicle, Executive Sedan, Luxury SUV, and/or Private Van welcomes the opportunity to serve our “junior” passengers.
Children two (2) years of age and younger travel free with a paying adult. If making an online reservation, please indicate the number of children traveling so that we can set a seat aside, as California state law does not allow children to ride in the lap of an adult.
No child under the age of 18 may ride without being accompanied by a parent or guardian.
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.
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.
In order to be able to operate in an airport, Shared Ride, Private Vehicle, Executive Sedan, Luxury SUV, and/or Private Van may have to pay an airport fee for pickups and/or drop-offs. In this case the airport fee is added to the flat fare. The fee will be included on your receipt.
There is a credit card processing fee charged to us for all transactions whether or not the reservation gets canceled.
1.Customers who cancel more than 5 hours from the Pick-up time will be charged a non-refundable processing fee of $5 per reservation/leg to cover the credit card processing cost.
2.In another case, Customers who cancel less than 6 hours of the Pick-up time will be charged the full amount of the Total Fare.
3.In cases where your reservations is set to a “No-Show”, any refund will not be eligible.
Please avoid canceling reservations less than 6 hours before the pickup time. Our driver partners have committed to servicing your reservation and have arranged their day to provide you with great on-time service.
XpressRide seeks to ensure that safe, reliable, and high-quality transportation options are available to everyone. XpressRide and its affiliates therefore prohibit discrimination against riders or drivers based on race, religion, national origin, disability, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under applicable federal or state law. Such discrimination includes, but is not limited to, refusing to provide or accept services based on any of these characteristics. Any rider or driver found to have violated this prohibition will lose access to the XpressRide platform.
XpressRide does not tolerate the use of alcohol or drugs by drivers using the XpressRide app. If a rider believes the driver may be under the influence of drugs or alcohol, the rider can have the driver END THE TRIP IMMEDIATELY.
After the driver has ended the ride, riders are requested to report by calling 888-974-3327.
Promptly after a zero-tolerance complaint is filed, XpressRide shall suspend the driver until further investigation.
XpressRide’ Drivers should not provide rides within 8 hours of consuming any alcoholic beverages.
CALIFORNIA: Riders must report a driver whom the rider reasonably suspects was under the influence of drugs or alcohol during the course of the ride at Commissioner's Consumer Intake Unit complaint hotline and email address (1-800-894-9444 and CIU_intake@cpuc.ca.gov).
LOS ANGELES INTERNATIONAL AIRPORT: To provide comments or file a complaint directly with the Los Angeles World Airports (LAWA) please contact: http://www.lawa.org/LAXTransportComments.aspx
Rideshare port management, llc, guarantees “We’re on time, or you don’t pay,” when the passenger has reserved a pick-up to the airport.
Rideshare port management, llc, does give itself a fifteen (15) minute period of grace beyond the scheduled pick-up time of the passenger, due to traffic delays, safety or another passenger created delay.
Pick-ups must be booked in advance, no later than six (6) hours prior to pick up to qualify for the “On-Time Guarantee”.
Pick-ups at the airport do not qualify for the “On-Time Guarantee”.
On the ‘Payment’ screen after a ride, you’ll see the credit amount applied and the total amount charged to your payment method.
If your credit isn’t applying automatically, tap on the Payment Method, displayed above the ride total, to see your available options.
There are two types of Ride Discounts at PTS:
Percentage Discounts: These offer a percent discount off your fare.
Percentage Discounts only apply to the ride fare (base charge, time, distance, Prime Time) and not any additional amounts associated with the ride. Additional amounts include tips, The Service Fee, Airport Fees, Tolls, and other ride surcharges, like cancellation and damage fees.
Fixed Discounts: These remove a flat-rate dollar amount from your fare.
Fixed Discounts apply to the fare itself and additional fees, but not to tips, cancellation fees, or damage fees associated with the ride.
Ride Discounts are only valid for one ride and do not rollover from ride to ride. If the ride costs more than the Ride Discount, the remainder is charged to your default payment methods