Accessibility and Booking Assistance

ACCESSIBILITY AT LUX24 LIMO

Accessibility requests can be submitted for trips within LUX24 LIMO service areas across Canada, including journeys to or from international airports. Vehicle configurations, pickup procedures and local availability vary by location, date and operating region. Confirmation is required before booking when specialized equipment is needed.

Request accessibility assistance

Call +1 647-671-7588

Confirmation comes before booking.

Not every sedan, SUV or group vehicle can carry every mobility device. A request is confirmed only after the required space and equipment have been checked.

Start with the equipment

Service Animals, Folding Mobility Devices and Wheelchair-Accessible Vehicles

The word “accessible” is too broad to select a safe option. What matters is how you board, whether you transfer to a seat and what must travel with you.

Service animal

Add the animal to the trip notes. The chauffeur receives the information before pickup and must follow applicable accessibility and human-rights requirements.

Folding mobility device

Provide the folded dimensions for a wheelchair, walker or scooter. Support checks passenger seating, luggage room and safe storage.

Non-folding wheelchair

If you must remain seated in the chair, a vehicle with suitable entry and securement equipment is required. Availability must be confirmed before you reserve.

Do I Need a Wheelchair-Accessible Vehicle?

The correct vehicle depends on whether you can transfer into a passenger seat and whether the mobility device folds for safe storage. LUX24 LIMO must confirm the available space and equipment before booking.

Travel requirements and the checks LUX24 completes before booking

Travel requirement

What LUX24 needs to check

Folding wheelchair or walker

Folded dimensions, passenger count, luggage and available storage space

Mobility scooter

Folded or in-use dimensions, weight, battery type where relevant, and whether the passenger can transfer

Non-folding or power wheelchair

Entry method, interior dimensions, combined weight and an approved wheelchair-securement system

Passenger remaining in the wheelchair

A specifically confirmed ramp- or lift-equipped vehicle with appropriate securement

Service animal

Trip notes, passenger preferences and applicable local requirements

Companion or caregiver travelling

Total passenger count, seating arrangement, luggage and mobility equipment

What to send

Information Needed to Confirm an Accessible Vehicle

Describe the request in plain language. Support will ask follow-up questions only when something affecting fit or boarding remains unclear.

Pickup location, destination, date and time

Airport name, terminal and flight number when applicable

Manual wheelchair, power wheelchair, scooter, walker or other mobility device

Folded and in-use dimensions where relevant

Approximate device weight and battery type where relevant

Whether the passenger can transfer into a passenger seat

Required ramp, lift or wheelchair-securement equipment

Number of companions and complete luggage count

Assistance the passenger wants—or does not want

Preferred communication method

Accessibility assistance already arranged with the airline or airport

Accessibility contact

Send the request before confirming

Use email when measurements or written instructions are important. Call when the trip is close or the situation needs a conversation.

Email

accessibility@lux24.limo

mailto:accessibility@lux24.limo

Phone

+1 647-671-7588

tel:+16476717588

Website

lux24.limo

https://lux24.limo/

Support

Available 24/7 for active journeys

Open the contact form

Airport accessibility

Airport Accessibility and Pickup Coordination

Accessibility requests can be submitted for trips to or from international airports within LUX24 service areas. LUX24 coordinates the confirmed ground transfer between the airport and the passenger’s destination. Pickup locations, permit requirements and meeting procedures vary by airport, so follow the instructions issued for the confirmed journey.

Airport and Airline Assistance

Airline or airport staff arrange assistance inside the terminal, including airport wheelchairs, support through check-in and security, travel to or from the gate, boarding and deplaning. Request this assistance directly from the airline before travel. LUX24 coordinates the confirmed ground transfer and meeting instructions outside that process.

Toronto Pearson Meeting Instructions

For a pre-arranged pickup, Toronto Pearson currently directs passengers to the designated pre-arranged desk near Door A on the Arrivals Level of Terminal 1 or Terminal 3. Follow the instructions sent for the confirmed journey because airport procedures may change.

Accessible vehicles available through an airport’s public taxi or limousine service are not automatically part of the LUX24 network. A specialized vehicle requested through LUX24 requires separate confirmation.

Read Pearson’s taxi, limousine and mobility-aid guidance

At pickup

Assistance a Chauffeur Can Provide

The passenger decides what assistance is useful. The chauffeur should ask before helping, follow the passenger’s instructions and handle personal mobility equipment only with permission.

A chauffeur can provide only the assistance confirmed with the booking, such as handling luggage or storing a folding mobility device. Chauffeurs do not provide medical care and do not lift, carry or physically transfer a passenger unless that specific assistance has been confirmed as available.

Ask first

Follow the passenger’s direction

Do not move a mobility device, touch the passenger or begin physical assistance without consent.

Allow time

Boarding is not a race

Give the passenger the time needed to enter, settle and confirm that equipment has been stored safely.

Keep it private

Share only what the trip needs

Accessibility information is used to prepare the booking and should not become casual conversation.

Match the trip

Review notes before acceptance

A chauffeur should not accept a request when the stated equipment cannot be carried safely.

Communicate clearly

Use the requested channel

Chat, SMS, email or a phone call may be more practical depending on hearing, vision or speech needs.

Report barriers

Support remains available

If the assigned option does not match the confirmed request, contact LUX24 before entering the vehicle.

Website and apps

Digital Accessibility and Alternative Booking Support

LUX24 works toward WCAG 2.2 Level AA across customer-facing pages and applications while continuing to identify and remove barriers.

Priority support includes keyboard navigation, visible focus, screen-reader labels, text enlargement, colour contrast, reduced motion and clear form instructions.

No statement can replace testing. Automated checks, keyboard review, screen-reader testing and feedback from people with disabilities should be part of each release.

Alternative access

If a page or form blocks you

You do not need to complete an inaccessible step alone. Contact support and request the same information or service through email or phone.

Identify the page or feature

Describe what prevented completion

Name the assistive technology when helpful

Request the format or communication method you need

How the request moves

How Accessibility Requests Are Confirmed

A request is not a guarantee. Confirmation means the stated needs have been checked against an available chauffeur and vehicle.

Describe the need

Send the route, timing, equipment and assistance information.

Check the fit

Support reviews space, boarding, securement and local availability.

Confirm the option

Book only after the suitable category and any relevant terms are clear.

Verify at pickup

Match the chauffeur, vehicle and confirmed arrangements before boarding.

LUX24 commitment

Equal Treatment and Accessibility Standards

LUX24 does not permit discrimination based on disability or an accessibility requirement. Independent chauffeurs and fleet partners must follow the laws that apply where they operate and treat each passenger with dignity.

A confirmed accommodation should not become an unexpected discussion at the curb. Concerns are reviewed by support and may lead to corrective action, suspension or removal from the platform.

Visit the LUX24 Safety Centre

Accessibility FAQ

Answers before you send the request.

Does LUX24 guarantee a wheelchair-accessible vehicle?

No. A ramp-, lift- or wheelchair-securement-equipped vehicle is available only when LUX24 has specifically confirmed it for the trip.

Can a folding wheelchair or walker travel in a standard vehicle?

It may fit, but capacity must be checked with the passengers and luggage. Send the folded dimensions and tell support whether you can transfer into a passenger seat.

Can I remain seated in my wheelchair during the trip?

Only a properly equipped option with suitable entry and securement can carry a passenger who remains in the wheelchair. Do not book a standard sedan or SUV for this purpose unless LUX24 has explicitly confirmed it meets the request.

Can I travel with a service animal?

Yes. Service animals are accommodated in accordance with applicable accessibility and human-rights requirements. Add the animal to the booking notes so the chauffeur receives the information before pickup.

Will the chauffeur help me enter or leave the vehicle?

Describe the assistance you want before booking. The chauffeur should ask before helping and follow your instructions. Only assistance confirmed with the booking can be provided; chauffeurs do not provide medical care or unconfirmed lifting or physical transfers.

How early should I request an accessible option?

Send the request as soon as your plans are firm. More notice gives support time to check dimensions, equipment and local availability, but it does not guarantee that a suitable option exists.

Who arranges wheelchair assistance inside the airport?

Wheelchair assistance inside the terminal, through security, at the gate and during boarding or deplaning is arranged through the airline or airport. LUX24 coordinates the confirmed ground transfer and meeting instructions.

Does LUX24 provide accessible transfers at every international airport?

Accessibility requests can be submitted for airports within LUX24 service areas, but specialized vehicle availability and pickup procedures vary by location. A ramp-, lift- or wheelchair-securement-equipped vehicle is available only when LUX24 has specifically confirmed it for the trip.

Can a companion travel in the same vehicle?

A companion or caregiver may travel when the confirmed vehicle has sufficient passenger seating and space for the mobility device and luggage. Include everyone and every item in the request before booking.

Is there room for mobility equipment and airport luggage?

Capacity depends on the confirmed vehicle. Provide the mobility-device dimensions, passenger count and complete luggage count so LUX24 can check the available space before booking.

Where do I meet a pre-arranged vehicle at Pearson?

Pearson currently identifies Door A on the Arrivals Level at Terminal 1 and Terminal 3 for pre-arranged taxi and limousine passengers. Follow the current instructions sent for your journey.

How do I report an accessibility barrier?

Email accessibility@lux24.limo or call +1 647-671-7588. Include the page, booking or trip details and the communication format you prefer. If anyone is in immediate danger, contact 911 first.

Before you confirm

Let Support Check the Details With You

Tell us what you use, how you board and what assistance you prefer. We will check the request against the options available for that trip.

Email accessibility support

Use the contact form

Effective July 18, 2026 · Last reviewed August 14, 2026