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 shown in your confirmed booking with the person who arrives for pickup before entering the vehicle.
What should I do if the chauffeur or vehicle details do not match?
Do not enter the vehicle. Your booking details are all we need to find you and fix it.
Can I track my chauffeur and journey?
Yes. Follow the arrival, live-location, route and trip-status information shown for your confirmed journey.
Can I share my trip with someone else?
Yes. Use Share Your Trip to send the live location, chauffeur name and photo, vehicle model and licence plate shown for your confirmed journey to someone you trust.
How do I confirm that the correct chauffeur has arrived?,Compare the chauffeur’s name and photo shown in your confirmed booking with the person who arrives for pickup before entering the vehicle.
What should I do if the chauffeur or vehicle details do not match?,Do not enter the vehicle. Your booking details are all we need to find you and fix it.
What should I do if I feel unsafe during a journey?
If possible, move to a safe public location or ask for a stop where it is safe. Call 911 first in an emergency, then contact LUX24 LIMO Rider Support.
What does the SOS feature do?
When activated, the LUX24 LIMO SOS feature sends the passenger’s current GPS location and an emergency alert to the trusted contacts configured for the trip, alerts the LUX24 Safety Team and opens the emergency-call option. It does not replace calling 911 when immediate assistance is required.
How are LUX24 chauffeurs reviewed before activation?
Before activation, chauffeurs complete the identity, background-screening, driving-record, licensing, insurance and vehicle-document reviews required in their operating region. LUX24 LIMO Partner Training must also be completed before a chauffeur account can become active.
What background and driving-record checks does LUX24 require?
Background screening is completed before activation and reviewed annually according to applicable city and provincial requirements. A current driving record and the required chauffeur and vehicle documents are also reviewed.
What happens if I leave something in the vehicle?
Identify the completed journey and contact LUX24 Support as soon as possible with a clear description of the missing item.
How is my payment information protected?
Payments run through approved providers, so your card details are never part of the trip conversation. The receipt and the payment record stay attached to the booking. For information about how personal and payment-related data is handled, review the LUX24 LIMO Privacy Policy.
Can I travel with a service animal?
Yes. Add the service animal to the booking information before confirmation so the chauffeur receives the relevant details. Service animals are accommodated in accordance with applicable accessibility and human-rights requirements. For mobility equipment or an accessible-vehicle request, contact the LUX24 Accessibility Team before booking.
How do I contact LUX24 Rider Support?
Use the LUX24 app, website contact form, phone at +1 647-671-7588 or email safety@lux24.limo. Include your booking number, pickup time, location and a short description of the issue.
Which LUX24 safety tools can I use for a late-night journey?
Before pickup, verify the chauffeur, vehicle and licence plate shown in your booking. During the journey, use Live Location, Private Communication, Share Your Trip and Rider Support. If you or another person is in immediate danger, call 911 first.
Can I cancel if I feel unsafe before pickup?
If the chauffeur, vehicle or licence plate does not match your confirmed booking, do not enter the vehicle — your booking details are all we need to find you and fix it. Any cancellation outcome depends on the booking terms, timing and circumstances recorded for the trip.
Do rider-safety features cost extra?
No. LUX24 rider-safety tools are available without a separate safety-feature charge.
How do I report inappropriate chauffeur conduct?
Report a non-emergency safety concern through the LUX24 app, website form, phone or email. Include the booking details needed for review.
What happens after I submit a safety report?
The LUX24 Safety Team records the report and reviews the booking information connected with the journey. The team may request additional details from the passenger, chauffeur or another relevant party before explaining the next step.
How quickly does LUX24 respond to a non-emergency safety report?
LUX24 aims to provide an initial response within 24 hours. A complete review may take longer when additional information is required. This response period does not replace emergency services.
What should I do if I cannot use the LUX24 app?
If anyone is in immediate danger, call 911 first. For a non-emergency concern, call +1 647-671-7588, use the LUX24 website contact form or email safety@lux24.limo.
What should I do after a collision or medical incident?
Call 911 first if anyone is injured or in immediate danger. Move to a safe location when possible, follow the instructions from emergency services and report the incident to LUX24 through the app, website, phone or email when it is safe to do so.
Is smoking or alcohol allowed in the vehicle?
No. Our vehicles are smoke-free and vape-free, alcohol is not served on board, and your chauffeur never drives after drinking or using drugs. If a passenger is too intoxicated for the journey to continue safely, the ride can be ended and we will help with what comes next.
What happens if something is lost or damaged during my ride?
Report it through the app, by phone or by email with the booking number and, where you can, photos. We open a case, review the trip record and bring the people involved into the conversation. If a repair or replacement is owed, it is handled through the chauffeur’s commercial insurance — and we stay with you until you have a clear answer.
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.
