Question 1

How does Rouve luggage transfer work?

Accepted Answer

Choose Airport to Residence, Residence to Airport or Residence to Residence, enter the collection and delivery details, select your times and bags, then add the passenger details. After payment confirms the booking, you receive a QR code and verification code for collection and final handover.

Question 2

What types of luggage transfers does Rouve offer?

Accepted Answer

Rouve currently supports three luggage transfer journeys: Airport to Accommodation/Residence, Accommodation/Residence to Airport, and Accommodation/Residence to Accommodation/Residence. You can book a same-day transfer or, where the booking system supports it, a multi-day transfer where Rouve holds your luggage until the scheduled delivery date.

Question 3

Can Rouve transfer my luggage between hotels or accommodation?

Accepted Answer

Yes. When changing hotels, Airbnbs, apartments, guest houses or other accommodation, book a Luggage Transfer and select Residence to Residence. Rouve collects your luggage from the selected collection address and delivers it to the selected destination at the booked date and time.

Question 4

Can Rouve keep my luggage overnight?

Accepted Answer

Yes, as part of a Luggage Transfer booking. If your collection and delivery dates mean Rouve needs to hold your luggage overnight, an overnight surcharge applies. Overnight transfers include a R150 per night surcharge per booking. The surcharge is charged per booking, not per bag. If you need overnight holding as part of a transfer, select Luggage Transfer rather than Layover Luggage Storage.

Question 5

What is Layover Luggage Storage?

Accepted Answer

Layover Luggage Storage is specifically for travellers with a flight layover who want Rouve to temporarily handle and store their luggage between flights. General overnight storage or multi-day holding connected to a destination transfer should be booked through Luggage Transfer instead.

Question 6

How much does overnight luggage holding cost?

Accepted Answer

R150 per night per booking, in addition to the applicable luggage transfer charges. The surcharge is per booking, not per bag. For example, if one booking includes several bags and the luggage is held for one night, the overnight surcharge is still R150 for that booking — not R150 for each bag. For two applicable nights, the surcharge would be R300 per booking.

Question 7

Is the overnight surcharge charged per bag?

Accepted Answer

No. The R150 overnight surcharge is charged per booking, per applicable night — not per bag.

Question 8

Does Rouve collect luggage from OR Tambo Airport?

Accepted Answer

Yes. Rouve collects luggage from O.R. Tambo International Airport for confirmed bookings. The specific collection or handover details are provided with your confirmation — please follow the instructions in your booking. Your booking is verified using the QR code and verification code before your bags are accepted.

Question 9

Where will Rouve meet me at OR Tambo?

Accepted Answer

Rouve does not operate a permanent collection counter at O.R. Tambo. The specific collection or handover details for your booking are provided with your confirmation, and you should follow the instructions in your booking. If anything is unclear, contact Rouve before your collection time.

Question 10

Can Rouve deliver my luggage to my hotel?

Accepted Answer

Yes. Rouve delivers luggage to hotels and accommodation across Johannesburg. After collecting your bags at OR Tambo, we transport and deliver them to your accommodation at the agreed time.

Question 11

What can I do with my luggage before hotel check-in?

Accepted Answer

If you land before your hotel check-in time, Rouve can collect your bags at OR Tambo and deliver them to your accommodation when you are ready to check in. You can explore Johannesburg hands-free in the meantime.

Question 12

What can I do with luggage after hotel checkout?

Accepted Answer

If your flight departs hours after hotel checkout, Rouve can collect your bags from your accommodation and deliver them to OR Tambo around your departure time, so you don't have to carry them around Johannesburg.

Question 13

Does Rouve provide luggage storage during Johannesburg layovers?

Accepted Answer

Yes. Rouve offers managed luggage storage for travellers on Johannesburg layovers. We collect, securely store and return your bags around your OR Tambo flight schedule. See our layover luggage storage page for details.

Question 14

Can Rouve collect luggage from my Airbnb?

Accepted Answer

Yes. Rouve collects from hotels, guesthouses and Airbnb or short-term rental accommodation across Johannesburg. Enter your accommodation address during booking so we can plan the collection.

Question 15

Can my hotel, Airbnb host or another person hand my luggage to Rouve?

Accepted Answer

Another authorised person may participate in the handover where this is permitted by Rouve's verification process. The luggage must still be linked to the correct Rouve booking, and the required booking and QR verification must be completed before the bags are accepted. Rouve will not collect luggage that cannot be verified against a valid booking.

Question 16

Can someone else receive my luggage?

Accepted Answer

This may be possible subject to Rouve's delivery verification. The person receiving the luggage must be able to complete the required booking and security verification before the luggage is released. Rouve will not hand luggage to someone who cannot be verified against the booking.

Question 17

How does Rouve verify my luggage?

Accepted Answer

Each booking is securely verified. Your luggage is linked to your booking, collection is verified during handover, and delivery is verified before the luggage is released. Where applicable, the booking QR code is used as part of this process.

Question 18

Can I track the status of my luggage?

Accepted Answer

Open My Bookings to see the current service status. Luggage transfers move through Confirmed, Picked Up, In Transit and Delivered; layover storage moves through Confirmed, Stored and Picked Up. Live driver location is shown only while a luggage transfer is actively in transit, and is not available throughout the entire booking.

Question 19

How do I know when my luggage has been collected or delivered?

Accepted Answer

Your booking status updates as the service progresses — Confirmed, Picked Up, In Transit and Delivered for transfers, or Confirmed, Stored and Picked Up for layover storage. You can see the current status and your scheduled delivery date and time in My Bookings. Live driver location is only shown while a transfer is actively in transit.

Question 20

What happens if my flight is delayed?

Accepted Answer

Contact Rouve as soon as you know about the delay if it affects your scheduled collection or delivery. Rouve will try to accommodate reasonable timing changes subject to operational availability, but cannot guarantee that every schedule change can be accommodated. Where additional charges apply under the existing Terms, these will be confirmed by the team.

Question 21

What if I need to change my collection or delivery time?

Accepted Answer

Contact Rouve as soon as possible. Changes are subject to operational availability, and any applicable additional charges follow the existing Terms and pricing rules. After payment, you can update contact details and special instructions yourself in My Bookings; changes to addresses, dates, times or bag quantities require support.

Question 22

What happens if my delivery is the following day?

Accepted Answer

Your luggage remains within Rouve's controlled custody process until the scheduled delivery. The applicable overnight surcharge is shown as part of your booking price, and you can see the scheduled delivery date and time in your booking.

Question 23

How far in advance should I book?

Accepted Answer

We recommend booking as early as you know your travel schedule. Same-day bookings may be possible but are subject to availability, so early booking gives you the best chance of securing your preferred time.

Question 24

Does Rouve handle multiple bags?

Accepted Answer

Yes. You can book up to 10 bags per bag size on a single booking. The total is calculated from the number and size of bags you select.

Question 25

How do group bookings work?

Accepted Answer

For group travel, start a booking with the total bag count for the group. For larger groups or complex itineraries, contact our team and we will help plan the collection and delivery around your schedule.

Question 26

Is luggage insured while being transported?

Accepted Answer

Luggage handling and any compensation are governed by Rouve's luggage terms. Customers should keep comprehensive travel insurance for baggage loss or damage. If optional baggage protection is offered for a booking, its specific cover and limits will be shown during booking.

Question 27

Can I check prices without booking or paying?

Accepted Answer

Yes. Select Check Price on the homepage to open the Bag Guide & Prices. It shows the current luggage transfer and layover storage rates and does not take you to payment.

Question 28

How much does luggage transfer cost?

Accepted Answer

Transfer pricing is per item: small bag R399, medium bag R480, large bag R599, extra large bag R750, and specialty item R800. The largest bag is charged at full price. Additional bags are R299 small, R350 medium, R439 large and R550 extra large each. Specialty items remain R800 each. The booking form calculates the total from the bags you select.

Question 29

How much does layover bag storage cost?

Accepted Answer

Layover storage costs R250 per standard bag and R400 per specialty item. You can review these rates in the Bag Guide & Prices before starting a booking.

Question 30

Where does Rouve currently operate?

Accepted Answer

Rouve currently operates from O.R. Tambo International Airport and serves accommodation addresses within Gauteng. Other airports and provinces are not yet available to book.

Question 31

Do I need an account to check prices or enter booking details?

Accepted Answer

No. You can view prices and complete the booking details while signed out. You only need to sign in before continuing to secure payment and confirming the booking.

Question 32

Can I amend my booking?

Accepted Answer

Open My Bookings to make an amendment. After payment, you can update contact details and special instructions yourself. Changes to the airport, address, schedule, flight details or bag quantities require support and are subject to availability. Completed or cancelled bookings cannot be changed.

Question 33

How do I contact support?

Accepted Answer

Email support@rouve.co.za or chat with us on WhatsApp for help with a booking or service question.

Question 34

What is the Rouve Referrer Programme?

Accepted Answer

Eligible Rouve customers aged 18 or older can activate one Referrer Profile and share a unique referral link, QR code or code. The customer receives the applicable referral discount and the referrer may earn commission after the paid service is successfully completed. No purchase, investment or participation fee is required to become a referrer, and earnings are not guaranteed.

Question 35

Can the same person or email address become a Rouve Referrer twice?

Accepted Answer

No. One person, authenticated account and email address may have only one Referrer Profile unless Rouve gives prior written approval. If a profile already exists, Rouve returns or reactivates it instead of issuing another code. Creating another account, email address or mobile number to obtain a second profile is prohibited and may lead to suspension or consolidation of duplicate profiles.

Question 36

What discount does a Rouve Referrer code give the customer?

Accepted Answer

A referred new customer receives 20% total off their first eligible booking, so they do not forfeit the standard 15% first-booking offer. A referred returning customer receives 10% off an eligible booking. Discounts do not stack; Rouve applies the best eligible offer.

Question 37

How is a booking linked to a Rouve Referrer?

Accepted Answer

A valid referral link or QR code automatically preserves the referral during the booking flow. If there is no automatic referral, the customer may enter a valid Rouve Referrer code at checkout. Each booking can have only one referrer and one referral source, and referral attribution does not change the customer's ownership of the booking.

Question 38

When does a Rouve Referrer earn commission?

Accepted Answer

Commission is earned only after Rouve marks a paid referred service as successfully completed. It is calculated on the final eligible amount actually paid after discounts. Pending, unpaid, failed, cancelled, refunded, chargeback, test, fraudulent or self-referred bookings do not qualify, and commission may be reversed if a completed booking is later refunded or found ineligible.

Question 39

What are the Rouve Referrer commission tiers?

Accepted Answer

Each cycle runs from the 25th to the 24th. STARTER pays 10% for completed referrals 1–4, BUILDER pays 12.5% for 5–9, AMBASSADOR pays 15% for 10–19, and ELITE pays 20% from 20 completed referrals. Tiers are progressive, not retroactive: each booking uses the rate reached when that booking is completed.

Question 40

When are Rouve Referrer commissions paid?

Accepted Answer

Rouve processes verified commission payments on the fifth working day of each month. A working day is Monday to Friday excluding official South African public holidays. Your bank may reflect the payment later depending on its settlement time, and payout remains subject to accurate banking details and identity, account and fraud verification.

Question 41

Can I use my own Rouve Referrer code?

Accepted Answer

No. Self-referrals, circular referrals, duplicate accounts and attempts to earn twice from the same booking are prohibited. A suspended or invalid code will not qualify for a discount or commission.

Question 42

Can a referral discount be combined with a promo code?

Accepted Answer

No. Promo codes, the first-booking offer, stored referral rewards and Rouve Referrer discounts are non-stackable. Rouve applies the best eligible offer to the booking.

Question 43

Where can I read the full Rouve Referrer rules?

Accepted Answer

Read the Rouve Referrer Terms & Conditions at https://rouve.co.za/referrer-terms. They cover eligibility, duplicate profiles, attribution, discounts, commission, payouts, marketing conduct, privacy, suspension and reversals.

Frequently Asked Questions