HELP CENTER

Help > Riding With Lucky To Go

Fees and Charges

Fare charges

You can review payment details for all your rides under the ‘History’ option in the side menu. If you believe you were overcharged or your charges reflect an error, review the following information to see if the situation applies to you and contact our support staff at +1-866-445-8259 for assistance.

 

Higher fare price than expected

In times of bad weather conditions, high demand or big important events, your Lucky To Go ride may estimate its fare with surge pricing or increased prices, as is common with on-demand services. We notify our customers when surge prices apply to their fare. Another reason for a higher fare can be the addition of a waiting charge to your upfront estimate or traffic delays that can increase your time charges. 

Poor route

Drivers are encouraged to use in-app GPS service to navigate to your destination, but are allowed to take alternate routes to avoid construction, blocked roads, or heavy traffic when necessary.  If you believe a more efficient route was available, let us know and we’ll review your ride.

Separate charges labeled as ‘Pending’

After you take a trip with Lucky to Go, you may see transactions listed as ‘pending’ on your bank statement. These amounts are pre-authorized holds that LTG uses to verify/authenticate your payment method. LTG voids these transactions immediately after your trip and depending on your bank, they may take a few days to be released. 

Convenience charges

Added on a per-ride basis, our convenience charge of $2.40 enables us to cover our operating costs and other measures like insurance and background checks.

Damage fees

We are responsible for damage to the interior or exterior of a vehicle caused by incidents such as vomiting or food spills. Cleaning fees are assessed and charged according to the extent of the damage. These fees are paid in full to the vehicle’s driver. In the event you are charged a cleaning fee, you will receive an updated trip receipt. 

Cancellation charges

If a ride is cancelled by a customer after the request has been accepted by a driver, a cancellation fee of $3 is charged to the customer’s account. Moreover, the time spent and distance travelled by the driver is charged accordingly.

 

Pre-authorised holds

You will see amounts listed as ‘pending’ in your card transaction history only if your payment method is valid. Your trip transaction may reflect as three separate transactions; a pre-authorized charge, the actual transaction for the trip based on the final fare and a final transaction releasing the pre-authorized charge. 

If your card does not hold enough funds for the trip or the information entered is incorrect, the app will prompt you the same. A pre-authorized transaction is a temporary hold charged only for the duration of the trip for protection against fraud.

Lost item return fees

Neither LTG nor the drivers are responsible for any customer’s lost/forgotten belongings in a vehicle after the trip ends. You may use the app’s ‘chat support’ option to let us know about the missing item. Make sure to include your ride information to help our support staff track down your driver. 

To protect the privacy of our drivers and customers, we do not share their respective personal contact information unless the driver confirms having the missing belonging in their possession. If your driver confirms that your item has been found, you may correspond with them to work out a time and place that works best for both. Please note that this is subject to the availability of your driver. 

Once the item is returned, LTG charges the customer a fee of $15 as a lost item return fee and the entire amount is forwarded to the driver.

How to book a ride

How to request a ride

Once your account has been set up on the Lucky to Go app, enter where you’re going in the destination box and choose the type of vehicle you’d like (Lucky 4 or Lucky 6). You can also switch your pickup location by manually entering it. Confirm your booking and track your driver’s arrival.

 

Choose your ride

You can choose the type of vehicle you want while booking a ride. Currently, you can choose between a LUCKY 4 (4-seater) and LUCKY 6 (6-seater) vehicle. 

 

How to book a pre-scheduled ride

You can also pre-book a ride on our app. Click on the clock icon on the upper-right corner of the map and proceed to enter the pickup location, scheduled time, type of vehicle and your destination.  

 

Change your route

You can change your destination address even after beginning your ride by switching it in the LTG app. The driver will receive an updated drop-off location and the in-app navigation will reroute. Your final fare may also reflect the updated charges. 

 

Coupons

LTG runs timely promotions for its riders. If available, eligible coupons can be found under ‘Offers’ in the left-side menu. You can also avail a valid offer by choosing ‘Offers’ while viewing the estimated fare for a ride. 

 

How to pay

How to pay

Currently, we only support Visa Debit, all credit card payments, Apple Pay & soon Google Pay made via the LTG app. The charges will be inclusive of taxes and the payment made by you will be non-refundable. Prices may increase due to high demand. Our drivers can’t accept cash payments for a ride. 

My Receipts

All receipts are generated electronically and you can find them under the ‘History’ option in your app. 

 

Tips

You can tip your driver anytime before your ride ends and may use cash for this purpose. 

 

COVID Update

Stay home if you are sick

  • If you develop a fever or symptoms such as a cough or difficulty breathing, call your healthcare provider for medical advice and guidance before visiting their office.
  • You should not return to work until the criteria to discontinue home isolation are met, after talking with your doctor or nurse.

Wear a cloth face covering

  • CDC recommends wearing cloth face coverings in public settings where other social distancing measures are difficult to maintain, especially in areas where there may be a lot of infected people.
  • Cloth face coverings may prevent people who don’t know they have the virus from transmitting it to others.
  • These face coverings are not surgical masks or respirators and are not appropriate substitutes for them in workplaces where masks or respirators are recommended or required.

Limit contact

  • Avoid providing pooled rides or picking up multiple passengers who would not otherwise be riding together on the same route.
  • Tell the passenger to sit in the back seat; do not let passengers sit in the front seat.
  • Avoid close contact with passengers, when possible.
    • Keep a distance of at least 6 feet from passengers when you are outside the vehicle.
    • Ask that passengers sit six feet from the driver when transporting passengers in larger vehicles such as vans and buses.
    • Consider asking passengers to handle their own personal bags and belongings during pick-up and drop-off.

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