FAQs

Our sedan’s maximum luggage limitations are two (2) normal-sized suitcases (check-in size for a plane) plus two (2) pieces of hand luggage/soft luggage (carry-on for a plane) or one (1) large suitcase plus one (1) set of Golf Clubs and one (1) soft luggage. 

Customers should consider booking a larger vehicle, such as a People Mover with a trailer, if they have more luggage than a sedan can accommodate. No suitcases will be transported inside the passenger area of the vehicle due to transport regulations and safety concerns.

If you have luggage beyond that outlined above or you are unsure of whether your luggage meets requirements, we recommend talking to the Hughes team on 1300 615 165 to ensure you book the appropriate vehicle for your needs.

If your luggage fits within the standard requirements for your booked vehicle type, there will not be an additional charge. If you have excessive luggage and are travelling in a people mover, minibus or coach, you can organise a trailer at the time of booking for a $30 charge. Please note that trailers cannot be attached to sedans or SUVs in any state or people movers in Victoria.

Please ensure you have notified us accurately of your luggage requirements because a trailer cannot be organised on pick up. If your luggage does not fit in the vehicle you have booked, we cannot take responsibility for any excess, and you may be required to book a taxi to move the remainder at your expense.

Yes, Hughes can provide clean, well-maintained child seats, suitable for newborns to 8 years old in SUVs and people movers, provided we are notified at the time of booking. For safety and space reasons, car seats are not available in sedans.

As Hughes is a pre-booked service, there is an expectation under the law that there is sufficient notice for a child restraint to be fitted. This means that all children aged under eight years must travel in an age-appropriate restraint.

Whilst all care will be taken by chauffeurs to install child restraints safely, parents/caregivers are strongly encouraged to check these prior to the start of the journey and amend as and where required. Chauffeurs have training in installing child restraints. However, they are not professional fitters, and the parent/caregiver of the child should be maintaining their child’s safety in the same they would in their own vehicle.

A fee of $30 applies for bookings with car seats. This fee is per booking, not per seat.

Manage your booking online here or on the go with the Hughes App for Apple or Android devices. 

We only charge cancellation fees apply when bookings are cancelled within the notice period (including passenger no-shows) because it means that the vehicle has been dedicated to you and can no longer be assigned to another Hughes passenger. The notice periods differ depending on location, vehicle and event type. View our cancellation policy here.

We understand that things don’t always go to plan, and we offer above-industry standard complimentary waiting periods of:

• 15 minutes complimentary waiting time at homes, hotels or other non-airport pickups.
• 30 minutes complimentary waiting time at Domestic Airport Terminals.
• 45 minutes complimentary waiting time at International Airport Terminals.
• 45 minutes complimentary waiting time at Cruise Ship Terminals.

Following the complimentary waiting period, waiting time is charged in 5-minute increments, and you can view the rates here.

Depending on the public holiday and your location, surcharges may apply. Typically, surcharges only apply in metropolitan areas on Christmas Day and New Year’s Day, but you can confirm by contacting the Hughes Customer Service team on 1300 615 165 or [email protected].

A 25% after-hours surcharge applies on bookings for all vehicles with a pick-up time between 22:00 and 04:59 hrs.

Please contact the Hughes Customer Service Team as soon as possible on 1300 615 165 with details of your booking so we can contact the driver. Lost property may be returned to you for a fee or collected from a Customer Service Centre in the city or state of travel. While every attempt is made to recover lost items, Hughes, its Operators, and Licensees will not assume liability for any lost or misplaced personal property.