Looking for a ride? Get on board and enjoy the trip.

We are rethinking the way Luxembourg moves for the better

Imagine being mobile without limits. Being able to be transported to any destination in Luxembourg by a professional driver, whenever you want it and at an unbeatable price. Sharing your vehicle with other people going in the same direction or travelling by yourself. Knowing that you help reduce traffic on our streets and make the world a little bit more sustainable. LetzRide is a modern and innovative mobility solution that allows everyone to enjoy life and meet personal commitments in complete safety, 24/7. LetzRide is a platform that offers mobility on-demand vehicles that allow you to get around when you want it, where you want it. LetzRide is revolutionising the way we think about our personal mobility by optimising existing vehicle fleets and offering us complete transparency and maximum flexibility and independence. LetzRide prides itself on working with some of the most trusted mobility operators in Luxembourg: Sales-Lentz, Demy Schandeler, Josy Clement and HelloTAXI. Pooling our partners’ vehicle fleets and professional drivers insures we make our streets safer and our world more sustainable.

LetzRide with the support of our trusted partners.

Features and benefits

Local

LetzRide is an innovative mobility solution, made in and for Luxembourg. It has been designed to insure you remain mobile, whenever you need it.

Easy

In just a few clicks, book your ride online, whether it is for an immediate trip or a reservation in advance.

Flexible

Choose between a shared or private ride.

Environmental-friendly

LetzRide contributes to preserving our environment by using already existing vehicle fleets, thus reducing the trafic on our streets.

Affordable

Save money on your travels by choosing to share your ride with other passengers.

Safe

Travel with peace of mind thanks to our licensed professional drivers.

FAQs

Do you have any questions? We have the answers.

• Billing
• Booking & Riding
• Incidents & Complaints
• Lost & Founds
• Service & Account issues
• Service information

• I want to report an accident

  If you have had an accident during a ride and want to report something , please tell us more about what happened by using the “Contact Us” button below and a member of our team will get in touch with you as soon as possible!

• My ride did not go well and I want to complain

  We are very sorry to hear that you had an unpleasant experience with our service and we already thank you for letting us know.

  Please share with us what happened and we will address your concern as soon as possible. You can leave your comments by using the “Contact Us” button below.

  Remember to provide as many information as possible so that we can identify the ride concerned with your prejudice.(e.g. phone number associated with the account that ordered the ride or traveller, date, time, addresses, amount etc.)

  We are coming back to you as soon as possible!

• I think I have lost or left an item behind in the vehicle

  If you think you have forgotten something in the vehicle we could help you retrieving it

  To help us find your lost property you can contact us by providing the following information:

  • The date, time and booking value of the ride
  • A description of the lost property
  • The phone number of the account that ordered the ride
  • A phone number where we can contact you back if different from your LetzRide account
  • Once we receive your message, we will quickly investigate so that you can set up an appointment to recover your property if we have found it.
• How can I make a LetzRide reservation?

  All reservations are made directly from your LetzRide mobile application and can be placed up to 48 hours in advance. Other channels such as website, email, telephone or SMS cannot be used to reserve a ride.

  Just follow these steps to reserve your ride:

  1. Open the application
  2. Select your time and day of travel
  3. Enter and validate your departure and destination addresses
  4. Select your type of ride between Shared and Private
  5. Indicate the amount of passengers for Shared rides
  6. The price of your trip will be displayed
  7. Choose or confirm your payment method.
  8. For Shared ride you run the search and can make the payment once a vehicle has been allocated and assigned to you. For Private ride, you pay and the vehicle is then assigned to you.
  9. Remember that you can book a LetzRide any time and any day all year long.
• Am I allowed to book a trip for another person if I am not travelling?

  “You can indeed order for another person, however this traveller or any of the passenger(s) riding with him/her, in case of multiple passengers booking, will need to be at least 16 years old for a shared ride. For private rides the minimum age for travelling alone is 12 years old and we highly recommend you to make sure that someone is available to welcome the child upon his/her arrival at the destination address.

  Please note that, since the order is placed from your LetzRide account, you could be considered responsible for any incident caused by the passenger(s) travelling alone during the ride.”

• I got charged for a booking but did not travel

  There could be different reasons for this:

  Someone from your surrounding has potentially made a booking by using your device and you were not aware of it. We in that case invite you to check your trip history to see if you can identify the booking for this specific day, time, amount and enquire around you to see if someone has accessed your Smartphone and made a booking on your behalf.

  You could be victim of a bank fraud. If you believe this is the case, please contact us with no further delays and our team will investigate your case and try to solve this as quickly as possible.

• I am experiencing a technical issue with the application

  We want first to apologise for this inconvenience. If you are experiencing a technical issue with the application we would be please if you could describe to us in which part of the application this happening. Our technical team will investigate this issue and could make contact with you for further details if required. We will aim to get this fixed as quickly as possible.

• How can I estimate the price of my ride?

  Whether you choose a Shared or Private ride you can find the price of your ride after indicating and validating your departure and destination addresses from your application. The price presented to you is all inclusive and there are no additionnal fees.

• What is the difference between Shared and Private rides?

  The LetzRide application offers you 2 types of transport method that meet different needs.
  The first one is the Shared ride where you can travel in a shuttle that offers up to 8 seats. The main principle is that you can potentially share a part of your trip with other customers who have made a booking and where you share a common path during your trip. This concept of sharing your ride with potential other passengers is also what makes your final price more attractive. The second one is the Private ride where you can travel directly to your destination in all intimacy with up to 4 passengers of your choice with one of the most competitive taxi service in Luxembourg.

• My payment does not go through, what can I do?

  In case the application does not authorise your payment, we invite you to check if your bank account is sufficiently funded and that there are no issues with your bank or credit card such as : expired card or blocked card. Alternatively, you can also register a new valid credit card in the application and the payment should go through automatically.

  If you believe that everything is set correctly and up to date but still cannot proceed with your payment, please contact us and we will help solving this issue for you.

• I have been charged cancellation fees

  You unfortunately had to cancel your trip and got charged some cancellation fees. 

  With LetzRide any booking you make that you cancel within 2 minutes or at least 30 minutes before your scheduled departure time does not incur any cancellation fees. As you get closer to your departure time also means your driver is probably on his way to pick you up and that other customers willing to book might not have the opportunity to do so anymore. As a compensation, a cancellation fee based on your time of cancellation and overall booking value will be applied and communicated to you before you actually confirm your cancellation.
  Please note after arriving at your pick-up point, your driver will wait 2 minutes (for Shared ride) and 5 or 15 minutes (for Private ride) depending respectively if you are at a regular pick-up location or at the airport. Beyond this time and without any telephone contact, your driver will unfotunately have to leave in order to serve the other passengers waiting and the fees relating to a customer no show policy will be applied. The customer no show cancellation fees are as follow : a standard 5€ flat fee for any private ride or a 7.50€ / 10.00€ fee for any shared ride depending on its booking value (7.50€ for any booking value between 7.50€ and below 40.00€ / 10.00€ for any booking value of 40.00€ or more).

  If you believe there was an error in the cancellation fees charged to you, please contact us and give us as many information as possible about the booking and the reasons for its cancellation so that we can investigate.

• My booking has been cancelled by the driver

  There could be different reasons for this:

  Even if it is a rare occurrence it is possible that an incident or road accident happens with the vehicle that was supposed to pick you up and that there is unfortunately not enough time to propose you an alternative solution within a reasonnable timeframe. If this happens, you will always be notified of the cancellation in your application and if possible a customer agent will try to establish contact with you regarding the issue. If such scenario happens you will automatically be refunded the full amount of your reservation.

• Can I change my destination or my pickup time after I booked?

  With LetzRide, it is not possible to change any changes once your order is placed. The best thing to do is to cancel your ride and place a new order. Please note that if you have made a mistake with one of the addresses or amount of passengers, you can cancel free of charge within 2 minutes after placing your order or at least 30 minutes before your scheduled departure time. For more information on our cancellation policy please refer to our general terms and conditions.

• How many luggages can I take with me?

  Each passenger booking a Shared ride can take 1 hand luggage along with a suitcase with a maximum size of 80 x 50 x 30 cm and weight of 23kg. For Private rides, each passenger can carry 1 hand luggage with a maximum of 2 suitcases of 80 x 50 x 30 cm and weight of 23kg in the vehicle.

• My account is suspended, what can I do?

  You may have received an email from us indicating that there is a risk that your account could be suspended because we have noticed that your behavior with the service was not exemplary.

  There are several reasons for this:

  • Abusive cancellations: you have cancelled a lot of rides in a short period of time when drivers were on their way to pick you up.
  • Poor attitude: we have received several reports or complaints from drivers or fellow passengers that your behaviour onboard was not appropriate or in line with the values of the service.
  • In these cases, we are unfortunately obliged to suspend your account to ensure that we can maintain the standard of the service while also respecting both drivers and fellow passengers.To avoid a suspension of your account in the near future and to reactive your account, please contact us to find out the different reasons that led us to this decision and see what could be done to reactivate your service.
• How many passengers can join me in my LetzRide booking?

  For the Shared ride you can book for up to 8 passengers including yourself and for the Private ride you can book for up to 4 passengers including yourself. All you have to do is to indicate the amount of passengers during your reservation process. Please be aware that in case of non-respect of these rules, the driver will be entitled to cancel the trip and fees may apply.

• Can I take any type of luggages or goods with me?

  Special luggages such as musical instruments can be carried if they do not exceed the size of 135 x 48 x 35 cm but it is at the owner’s risk in case of damage, loss or theft. Foldable pushchairs only are also accepted with a maximum of 1 per passenger for Shared ride and a maximum of 2 in the vehicle for Private ride if the size allows it. Dangerous goods and items such as bicycles, electric scooters are not accepted. Please see our General terms and conditions for more details on the authorised luggage and good types.

• My account is blocked and I cannot log in

  Your account is blocked and there could be different reasons for this:

  You have repeatedly entered the wrong code or password during the sign-up or login process and the safety protection measure of the application has been activated. Please note that the system will automatically unblock you in 24 hours. If you do not wish to wait and want unblock your account earlier please contact us and we will take the necessary steps to give you back access to your service.

• What is the difference between ASAP and Scheduled booking?

  ASAP (As Soon As Possible) booking means that the system will try to find the soonest available vehicle meeting your search criteria to drop you at your desired destination point.
  Scheduled booking means tha the system will also look for the vehicle matching your search criteria which could be for a ride starting within the next 48 hours but without the immediacy aspect of an ASAP booking request.

• Can I book a LetzRide if I am in another country with a different time zone?

  Yes, you can book a LetzRide even if you are in a country with a different time zone. However, make sure to take into account the time difference while specifying your desired pickup time which should correspond to local time in Luxembourg (CET/CEST).

• Can I make multiple bookings with LetzRide?

  With LetzRide, you can make multiple bookings which will all need to start within the next 48 hours. In addtion, you can at the same time make a booking for yourself in 1 vehicle and make a booking for a person/group of your choice in another vehicle if there are availabilities.

• Why do you provide a time range for arrival on the Shared ride?

  The Shared ride mode is based on the principle that other customers who share a similar destination path could be eligible to onboard the same vehicle you are currently riding with. As a result the customer demand cannot always be known in advance and the system is flexible enough to accomodate multiple customers on the go while also respecting some rules in order to keep each passenger’s trip duration to an acceptable time duration.

• Where can I travel with LetzRide ?

  You can order a LetzRide and travel in any cities inside the country of Luxembourg. You cannot yet travel to the Greater Region but you will be informed once this becomes available.

• Can I get a LetzRide if I am a person with reduced mobility?

  You can indeed order and travel with LetzRide if you have reduced mobility. Depending on your situation you could also include another passenger who could assist you during your travel if applicable. Please note that wheelchair users will need to opt for a private ride since the shared ride vehicles are not equipped to meet the necessary safety conditions for both travellers and equipments. If you are unsure, do not hesitate to get in touch with our team to address your specific questions before making your reservation. Additionally, wheelchair travellers can try to opt for Adapto services which are run across the country of Luxembourg under certain conditions.

• Can I bring an animal if I book a LetzRide?

  Dogs and other animals may be transported provided they are kept in a pet carrier measuring no more than 80 x 50 x 50 cm. An exception applies to the transport of guide dogs for blind people, which do not need to be kept in a pet carrier.

• Can the driver prevent a customer from riding?

  Drivers are required to accept all passengers, however they have the right to refuse customers to board the vehicle in some occasions such as:

  • You are with friends or family members but are exceeding the amount of travellers announced in your reservation.
  • You are with a child under 4 years old and/or under 1m50 and less than 36kg without a car/booster seat.
  • You are transporting a pet who is not a guide dog.
  • Your behavior suggests that the driver or other passengers on board will not be safe.
• How can I recognise the vehicle that will pick me up ?

  Before any of your trip starts you will always receive a push notification and/or in-app update that indicates the vehicle brand, model and unique registration plate number of the vehicle assigned to you. These 3 information should always allow you to recognise and embark in the correct vehicle. Please note that if you deactivate the push notifications from your LetzRide application, the vehicle details will still be visible when you consult your upcoming trip details.
  In addition and in order to facilitate the travel experience, we advise you to communicate these vehicle details to the future passenger in case you are making a booking for someone else and not travelling on this specific trip.

• How can I delete my LetzRide account?

  If unfortunately you wish to delete your LetzRide account, you can do it within the application by going through the following path :

  1. Home screen main menu
  2. Setting
  3. Profile
  4. Delete account.

  After following these steps your data will be removed from our databases. If your decision to leave is related to a bad experience, do not hesitate to tell us why as it could help us improving our service.

• Do I need to bring a child seat?

  For a Shared ride, you are welcome to bring your own child seat or booster seat. For a Private ride, each vehicle is equipped with one booster seat, and you can also bring your own child seat or booster seat. Please note that our partners do not manage or store these items between trips.

• What is the best way to plan my ride to or from the airport?

  For the outward ride to the airport, plan your arrival time at the airport according to the airline’s recommended time before departure (usually at least 2 hours). Your LetzRide will take you almost to the airport entrance. For pick-up at the airport, allow sufficient time for disembarking from the plane, collecting your luggage and leaving the airport. It is also advisable to include possible unforeseen delays in your planning. For a Private ride, your LetzRide will be waiting for you at the taxi-stand. For a Shared ride, your LetzRide will be waiting for you when you leave the airport building on the right side next to the Kiss & Fly parking lot.

• How can I cancel my ride after payment, and what are the refund conditions?

  You can cancel your ride at any time, up to 30 minutes before the scheduled pick-up time, and receive a full refund of the fare. If the cancellation occurs less than 30 minutes before the scheduled pick-up time or if the reservation is abandoned, a partial refund will be issued. The exact refund amount depends on the time of cancellation and the total value of the reservation, and it also varies depending on whether the booked ride is Shared or Private. To cancel a ride via the app, go to “My Trips” or “Upcoming Trips.” Open the specific reservation and scroll down the reservation detail page and select “Cancel Ride”. Upon validating the cancellation you should see a notification confirming that the ride has been successfully cancelled. The ride will then be marked as canceled in your account under “My Trips,” and the refund will be processed shortly after. For more details, please refer to Article 13, “Cancellation Policy and Refund Conditions,” in our General Terms and Conditions of Sale.