FAQ
Quick answers. Real ones.
The questions we get most often, answered honestly.
About the service
General
How fast do you respond to a trip inquiry?
Instantly. Your Local is an AI concierge that runs autonomously, 24/7.
Do you take commissions from hotels, airlines, or restaurants?
No. Our fees come from you, not from suppliers. That is how we keep our recommendations honest. We do receive occasional perks (room upgrades, late checkout, pre-paid amenities) which we pass to you – but no commission distorts what we recommend.
How is this different from a travel agent?
A traditional travel agent monetizes via supplier commissions and tends to push high-margin sellers. We are paid by you, recommend independent of margin, and our value-add is on-trip presence and curation rather than booking transactions.
How is this different from doing it myself?
Time. Curation. On-trip support when something shifts. The best self-planned trips can match what we do; most cannot, because the planning load grows superlinearly with destinations and family complexity.
Do you work with kids and multi-generational families?
Yes – it is a specialty. Itineraries flex around varying paces, ages, and interests. We surface children-friendly local experiences and arrange vetted childcare or activity escorts where helpful.
Do you work internationally?
Yes. Luxe Passage is global. Our local fixer network is strongest in Europe, North America, and major Asian and Latin American cities; for less-traveled destinations, we engage on-the-ground partners through our broader network.
How we engage
Engagement & pricing
How does the engagement work?
You inquire. We respond within 24 hours with the right tier and a brief estimate. If we proceed, you get an engagement letter to sign and a planning deposit invoice. Work begins.
How are you paid?
A planning fee (flat or per-day retainer depending on tier and trip length) plus pass-through travel costs. The planning fee is stated upfront in your engagement letter. We do not bill on completion or hide fees in markups.
What is the deposit?
Typically 50% of the planning fee at engagement, balance due upon itinerary delivery. Bespoke engagements may use different structures detailed in the letter.
Can I change the trip after planning starts?
Yes – that is the point of having a concierge. Each tier specifies how many free revision rounds are included; beyond that, additional revisions may incur an hourly fee.
What about cancellations?
Vendor cancellation terms (hotels, flights) apply per their policies. Our planning fee is non-refundable once work has started, but is credited toward a future trip if you cancel for personal reasons. See Terms.
During your trip
On-trip support
How do I reach you during my trip?
Email, chat anytime – your choice, communicated via your trip briefing pack.
What if a flight is delayed at 2 AM?
You message us. We respond within tier SLA (5-15 minutes daytime; 30-60 minutes overnight depending on tier). We rebook, alert your hotel, adjust ground transport, and reset the next day – while you are still standing at the gate.
What if someone in my party gets sick?
We help connect you to vetted local medical resources, coordinate hotel changes if needed, and adjust the itinerary. We are not a medical service, and we recommend travel insurance, which we can refer you to.
Can you handle dietary restrictions or accessibility needs?
Yes – it is part of pre-trip discovery. We brief vendors directly so you do not have to repeat yourself.
Money
Pricing & terms
Why are the prices a range?
Trip complexity, destination cost-of-service, and time-of-year all factor in. We give you an exact estimate before you commit, never after.
Is travel insurance included?
No. We strongly recommend it and can refer you to providers we work with regularly.
Do you do single-city short trips?
Yes – typically as Signature, sometimes as Elite when private access is the focus. The ROI of concierge service rises with trip length and complexity, but we do not turn down well-fit shorter engagements.
Do you offer annual retainers?
For Bespoke clients, yes. Common structures: 2-3 trips per year or unlimited for a fixed annual fee. Discussed during application.