Travel with confidence, from the first message to the final mile.
Peace of mind starts before the car arrives. Your confirmed booking shows the chauffeur and vehicle assigned to you, so you can match them the moment they pull up. If anything ever feels off, our team is awake, discreet and a tap away. In an emergency, call 911 first.
Real People, Awake Around the Clock
Someone is on duty 24/7 — before you book, while you ride and long after you arrive home.
Tell us about anything that didn't sit right and a named member of our safety team takes it from there. We listen to everyone involved, look at the trip record and come back to you with what we found.
How We Handle a Concern
Every report gets a real person, not a queue position. We gather what happened, speak with the people involved and follow up within 24 hours with a clear next step.
Your Chauffeur Has Already Been Chosen Carefully
Nobody gets behind the wheel for a LUX24 LIMO trip until we have verified their identity, licence and operating documents for your region. The vehicles are just as closely held to standard: current registration, a valid safety inspection, at least $2 million in commercial insurance and no more than three model years old. If a document lapses, the car comes off the road that day and only returns once we have approved the replacement. Local rules vary by province, city, airport and service type, and we follow the ones that apply to your trip.
Background Screening
A full screening before the first trip and a fresh one every year after. What it covers follows the rules of the province, municipality and operating area our chauffeur works in.
Driving-Record Review
A current record sits alongside every other eligibility check. A clean, current record is part of what earns a place on the platform.
Partner Training
Our own service training is completed before a chauffeur can accept a single booking. Training and document approval are handled separately, and training never stands in for a licence, screening, driving record or vehicle paperwork.
Read about LUX24 LIMO Chauffeur Requirements and Partner Training: /driver-register/
We keep every expiry date on file and check it automatically. The moment a required document lapses, booking access stops — and it starts again only after we have seen and approved the new one.
Thirty Seconds Before You Open the Door
Once your chauffeur is assigned, your booking shows who is coming and what they are driving. Match these five details before you step in:
- Chauffeur name and photo
- Vehicle make, model and colour, where provided
- Licence plate
- Latest arrival and meeting information
- PIN verification, where it is shown in the booking flow.
If a single detail is wrong, don't get in. Step back, stay somewhere public, and reach us — we will sort it out before you travel.
Before the trip
Your booking holds the newest chauffeur and vehicle details, and we update them if anything changes — through the app or the trip messages.
During the trip
Keep your seat belt fastened. If the route, the driving or something about the journey concerns you, use Ride Safety or reach our team when it is safe to do so. For immediate danger, call 911.
After the trip
Tell us what happened — the booking number, the passenger's name, the pickup time and a clear description. Photos or documents help us see the whole picture.
Quiet Reassurance, Built Into the App
Know it's the right car
Your chauffeur's name, photo and the vehicle's make, model and plate are waiting in your booking — with a PIN when your trip uses one.
Keep your number yours
Call or message through the app. Your personal number stays private, and so does your chauffeur's.
Let someone follow along
Watch the route in real time or send the journey to someone who cares where you are — a partner, a parent, an assistant.
Reach us in seconds
Ride Safety connects you to our team, and SOS can alert police. For an emergency, call 911 first — always.
Standards Matched to Where You're Travelling
Licensing, insurance and inspection rules differ from province to province, city to city, airport to airport and service to service. We check the ones that apply to your trip — we never pass off one region's rule as the standard for the whole country.
Discretion, by Default
Your details are not sold, not published and not shared with anyone who is not arranging, running or supporting the trip. When you and your chauffeur communicate through the app, neither of you ever sees the other's personal number.
Who can see my trip details
Your chauffeur, the dispatch team and the payment systems named in our Privacy Policy — and nobody else.
If Something Goes Wrong
Call 911 first, every time. Once everyone is safe, tell us what happened through the app, our Contact page or +1 647-671-7588 — we will take it from there.
Telling Us Something Didn't Feel Right
You don't need perfect wording, but a few details help us act quickly: the booking number, the passenger's name and the pickup time. Photos or documents help us see the whole picture.
Initial Response Time
We aim to come back to you within 24 hours. If the situation needs more digging, we tell you that too rather than leaving you waiting.
Every report is judged on its own facts. Sometimes that means a follow-up question to you, your chauffeur or someone else who was there — always so the outcome fits what actually happened.
Travelling With Extra Support
Tell us what you need before you book — a ramp, a lift, a securement, a service animal, a child seat — and we will confirm in writing what we can arrange. We only promise a specialised vehicle once it is confirmed on your booking.
We Answer, Day or Night
Booking questions at midnight, a change mid-journey, a concern the next morning — someone answers all of it, every hour of every day. In immediate danger, call 911 first. Otherwise reach us at +1 647-671-7588 or through the Contact page.
Safety and operating information reviewed by our safety team.
Last reviewed: August 16, 2026
Questions or safety reports: support@lux24.limo
Safety FAQ
Who will actually be driving me?
Your trip is carried out by an approved independent professional chauffeur or licensed fleet partner. We handle the booking, the communication and the support around it, so you always have one number to reach.
Which documents are checked before a chauffeur can take my trip?
Whatever your region requires: identity, driver's licence and operating papers for the chauffeur, plus registration, commercial insurance and a safety inspection for the vehicle.
How do I know the car outside is mine?
Open your booking and compare the chauffeur's name and photo, the vehicle's make, model and colour and the licence plate. If any one of them is wrong, don't get in — step somewhere public and call us.
What if I feel uneasy during the trip?
If you or anyone else is in immediate danger, call 911 or your local emergency service first. Once you are safe, tell us through the app, the Contact page or by phone and we will look into it properly.
How do I raise something that isn't an emergency?
Reach us in the app, through the Contact page or by phone. Have your booking number, the passenger's name and the pickup time handy, and describe what happened in your own words.
What passenger information is shared for my trip?
Only the people who need them to run your journey — your chauffeur, our dispatch team and the payment systems named in our Privacy Policy. Nothing more is shared than the trip requires.
Can you arrange accessibility support, a child seat or a service animal?
Yes — and the earlier you tell us, the more we can arrange. The confirmation is what counts: once it appears on your booking, it is what your chauffeur is expecting.
Are background checks and driving records really checked?
Every chauffeur is screened before their first trip and screened again each year, in line with the rules of the area they work in. A current driving record is part of the same eligibility review.
What preparation do chauffeurs complete before they can accept bookings?
Our own partner training, completed before the account becomes active — on top of a valid licence, background screening and up-to-date vehicle documents. Training never replaces any of them.
How fast do you reply when I report something?
We aim to give you a first response within 24 hours for anything that isn't an emergency. If the review needs more digging, we tell you that rather than leaving you wondering. For immediate danger, call 911 first.
Do the rules change from city to city?
They do, and it is not a detail we treat as one rule for the whole country.
How does PIN verification help me?
When your trip uses a PIN, your chauffeur enters it before the journey starts. It is a simple way to confirm that you and the assigned chauffeur are beginning the right trip — share it only with the chauffeur named in your booking.
Can someone I trust follow my journey?
Yes. Share Trip sends your live journey details to a contact you choose, so someone who cares where you are can follow along without calling you.
Do you keep an eye on the route while I ride?
Automatic route monitoring runs during active trips so we can step in when a journey needs attention — an unusual stop, a detour that doesn't add up. It is a safety net, never a substitute for calling 911 in an emergency.
Will my chauffeur see my phone number?
No. Calls and messages run through the app, which keeps your personal number — and your chauffeur's — private.
What does the SOS feature actually do?
SOS raises an alert that can reach police, along with your trip details. For an immediate emergency or danger, call 911 first.
Is smoking or alcohol allowed in the vehicle?
No. Every vehicle in the network is a smoke-free, vape-free space, alcohol is not served on board, and our chauffeurs never drive after drinking or using drugs. If a passenger is intoxicated to the point where the trip cannot be completed safely, the journey can be ended and we will help arrange the rest.
What happens if something is lost or damaged during my trip?
Tell us through the app, by phone or by email and include the booking number, a description and any photos. We open a case, review the trip record and bring everyone involved into the conversation. Where a repair or replacement is owed, the claim is handled through the chauffeur's commercial insurance, and we stay with you until you have a clear answer.
Are there cameras in the vehicle?
Some chauffeurs use a dash camera where the law allows it. Footage stays private: it is handled the same way as other trip records, it is never published, and audio is not recorded. If you would like to know before you travel, ask us and we will tell you what is fitted to your vehicle.
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