Rider Safety and Private Car Journey Support
Private chauffeur rides in Toronto, built around your confidence.
Every Lux24 journey is designed to help riders travel with more clarity, control, and peace of mind — before the vehicle arrives, during the ride, and after arrival.
What helps you ride with confidence
Chauffeur Details
Know exactly who's arriving before your journey begins, with your chauffeur's name and profile available in your booking.
Vehicle Information
View your vehicle's make, model, colour, and licence plate before pickup, so you always know what to expect.
Live Trip Status
Follow your chauffeur's arrival and your journey in real time where live tracking is available.
Secure Payments
Pay securely through the Lux24 app. Your payment information stays protected and is never shared with your chauffeur.
24/7 Rider Support
Need help? Our support team is available around the clock to assist before, during, or after your journey.
Safety Reporting
If something doesn't feel right, report it through the Lux24 app. Every report is carefully reviewed by our team.
Before Your Ride
Safety starts before you open the vehicle door. Lux24 shows booking, chauffeur, and vehicle details so you can confirm everything matches.
- Review your booking details
- Confirm your pickup location
- View your chauffeur’s information
- Check the vehicle make, model, and licence plate
- Follow real-time arrival updates
- Contact Lux24 support if you need assistance
During Your Ride
During your journey, important information remains available in the Lux24 app, including tracking, private communication, support, and safety reporting.
- Follow your trip progress in real time
- View your current route
- Contact your chauffeur securely through the app
- Share your trip details with a trusted contact
- Reach Lux24 customer support
- Report a safety concern
- If an unusual or extended stop is detected, Lux24 may send a quick check-in to make sure everything is okay
Rider Safety Tools
Chauffeur Identification
Vehicle Verification
Live Location
Trip Status Updates
Private Communication
PIN Verification
Payment Protection
24/7 Customer Support
Safety Reporting
Support Tickets
Real-Time Verification
Preferred Chauffeurs
After Your Ride
Review Trip Details
Rate Your Journey
Report a Concern
Contact Support
Report a Lost Item
View Your Receipt
Safety Checklist
Before You Enter
During Your Ride
After Your Ride
Why Riders Choose Lux24
We have used LUX24 several times for airport transportation and private events.
I have been a client of LUX24 since 2026, and the service has been nothing short of unbelievable.
Outstanding limo service from Blue Mountains to downtown Toronto.
Rider Questions, Answered
How do I confirm that the correct chauffeur has arrived?
Compare the chauffeur’s name and photo, vehicle details, color, and licence plate with the information shown in your Lux24 booking. If the details do not match, do not enter the vehicle. Contact Lux24 Support for assistance.
Can I track my chauffeur and journey?
Yes. Where available, the Lux24 app allows you to follow your chauffeur’s arrival and view your journey’s progress in real time.
Can I share my trip with someone else?
Yes. You can share your chauffeur, vehicle, and live trip information with someone you trust directly through the app. The recipient may not need a Lux24 account, depending on the feature version available.
What is the PIN or verification code used for?
The PIN helps confirm that you and your assigned chauffeur are beginning the correct journey. Only share the code with the chauffeur shown in your Lux24 booking.
What should I do if I feel unsafe during a journey?
If possible, ask your chauffeur to stop in a safe, public location. If you or someone else is in immediate danger, call 911 first. Once you are safe, report the incident to Lux24 so our team can review the situation and provide support.
Does the SOS button contact emergency services?
The SOS feature may work differently depending on your device, app version, and location. Never rely on an in-app feature instead of calling 911 when immediate emergency assistance is required.
Are Lux24 chauffeurs verified?
Yes. Before activation, chauffeurs must complete the verification requirements that apply in their operating region. These may include identity, criminal-record, driving-history, licensing, insurance, and vehicle-document checks.
Are all chauffeurs background-checked?
Every chauffeur must complete the required verification process before operating through Lux24. Verification is not an optional service level or premium tier.
What happens if I leave something in the vehicle?
Report the missing item through Lux24 Support or the Lost and Found form as soon as possible. We will do our best to help, but the recovery of lost belongings cannot be guaranteed.
How is my payment information protected?
Payments are processed through secure, encrypted payment systems. Always pay through payment methods authorized by Lux24, and never provide payment information directly to a chauffeur.
Can I travel with a service animal?
Yes. Lux24 supports passengers travelling with service animals in accordance with applicable accessibility and human-rights requirements. Share any relevant needs when booking so the journey can be prepared properly.
How do I contact Rider Support?
Lux24 Support is available 24/7 through the app, website, and other available support channels.
Is it safe to book a ride alone at night?
The same chauffeur-verification standards apply regardless of the time of day. Features such as live tracking, trip sharing, private communication, and safety reporting remain available where supported.
Can I cancel if I feel unsafe before pickup?
Yes. You may cancel if the chauffeur or vehicle information does not match your booking or if something makes you feel unsafe. Contact Lux24 Support and explain that the cancellation was related to a safety concern.
What happens to my trip information after the journey?
Trip information is retained and handled in accordance with the Lux24 Privacy Policy and applicable privacy requirements. It may be used for trip history, customer support, payment questions, disputes, and safety reviews.
Do safety features cost extra?
No. Available rider-safety features are included as part of the Lux24 platform and are not sold as a separate upgrade.
How do I report inappropriate chauffeur conduct?
Report the concern through the Lux24 app, website, or available support channels. Include as much relevant information as possible. If anyone is in immediate danger, contact emergency services first.
Rider Support
Whether you have a question before your journey or a concern after it, Lux24 Support is here to listen, document the details, and help guide you through the appropriate next steps.
