Support
To book a Lumi ride, fill in this form.
Yes! You can call Lumi Ride on 0409878538 to book a ride with one of our friendly staff.
That’s up to you. When booking a trip, you can select either to “Depart by” a specific time (not guaranteeing arrival time) so your Lumi ride is ready to pick you up exactly when you want it, or you can choose to “Arrive by” a specific time. Our algorithm will calculate the time to depart so that you reach your destination at the specified time and let you know when your Lumi ride will arrive.
Lumi rides require pre-bookings with 24 hour notice. Lumi drivers are employees who work in shifts rather than contractors competing for rides daily as with other rideshare platforms, so booking in advance ensures your ride is on time, immaculate and predictable, every time.
Yes. You can add any instructions in the passenger notes section of the booking form. You can highlight accessibility requirements with ease, and add any instructions you want; whether that is being picked up at the corner, setting the air-conditioning at a specific temperature or selecting a particular radio station to listen to.
All cars in our fleet are Lumi branded – making it easy for you to find your ride.
Yes, of course – we love furry friends! Simply notify us via the passenger notes section of our booking form. Please bring an appropriate blanket or carrier for your pet – smaller animals may not be loose in the vehicle for the safety of all in the car.
Service animals, such as guide dogs, are always permitted.
Yes, Lumi is committed to providing children with a safe means of travel! We take active steps to ensure all of our drivers are authorised to undertake ‘child connected activities’ and will not pose a risk to any minor’s safety or welfare.
To achieve this, Lumi implements extensive screening processes, with all Lumi drivers requiring a current Working with Children Check (WWCC) and National Police Check (NPC) to join our team.
If you require a child seat please pre-book 48hrs in advance and notify us via the passenger notes section of our booking form.
At Lumi, we take all reports of safety incidents seriously.
Our dedicated Incident Response team is designed to assist whenever required and make decisions that keep our community safe. This team has been specifically trained to handle all types of cases with fairness, empathy and care. Our Incident Response team performs full investigations to ensure fair and logical resolutions are achieved.
When you’re booking your ride, comment on the booking form to request your preferred driver and we’ll do our best to accommodate.
No, alcohol cannot be consumed during a Lumi trip at any time.
Passengers who are drinking will be asked to stop and drivers may cancel the trip at any time if passengers do not comply with this request. Passengers can be intoxicated but drinking inside the vehicle is strictly prohibited.
Lumi complies with all regulations and restrictions regarding COVID-19 safety measures for taxi and rideshare vehicles. Click here to read more on the Victorian State Government’s Department of Transport website.
Accessible Rides
When we started Lumi, we noticed that a lot of rideshares just didn’t offer specific services to people requiring accessible transport – in fact, a lot of the time rides were cancelled at pick-up and passengers were treated poorly. Sure, free bottles of water and breath mints are nice, but Lumi wants to provide transport that encourages bringing your service animals, understands why a person with limited mobility can’t climb stairs to the easier pick-up area and won’t rate you poorly if you ask them to turn the radio off.
When your Lumi arrives, you’ll receive a notification. Your driver will meet you at their Lumi-branded car, or a pre-arranged location and introduce themselves and confirm your name and destination. If you’re not comfortable with small talk – that’s it. If you like a chat, feel free!
If you require assistance boarding the vehicle, your Lumi driver will help you as directed by you, asking questions and checking for consent before making any physical contact that may be required.
Once in the vehicle, if you have any sensory processing requests on your form, these will be implemented.
When you arrive at your destination, your driver will assist you as requested, and ensure that you depart in an area that you can navigate safely.
Afterwards, you’ll receive an email requesting feedback for your driver – and to help us improve our accessibility measures.
For additional support, please call 1300 586 474 or email your information to info@lumiride.com and a member of our team will get back to you within 24 hours.
At present, Lumi can accommodate foldable wheelchair users only. We are currently working on accommodating other forms of wheelchairs for our customers and look forward to notifying our community when available.
As part of the induction process, we equip our Lumi drivers with NDIS Worker Policies and training on matters including customer service for accessibility, plan managers, providers and incident management.
Lumi understands that everyone has different levels of tolerance for sensory input. Radio on or off, small talk or not, preferred temperature, window open or closed. Make your trip comfortable for you. Feel free to ask your driver directly or let us know in the notes of your booking form. No judgement, just comfort.
When you’re booking your ride, comment on the booking form to request your preferred driver and we’ll do our best to accommodate.
We’re really sorry to hear that! Please let us know how we can improve your experience in the future by sending us a message here and one of our team will be in contact.
Lumi gets you there, with care
