Our policies and procedures
We’re committed to meeting all our responsibilities as a rail operator – to our customers, the economy and our planet. Here’s where you’ll find the details of how we’re delivering on our promises.Need help?
We're here to make sure your journey goes smoothly.
From delay repay and answers to your questions, to changing your journey - take a look at all our help and support options.
Want to read the fine print?
Click here to read Lumo's Terms and Conditions.Baby on board?
Click here to read our mums-to-be policyWant to make a complaint?
Click here to read our Complaints Handling ProcedureHow do we keep you safe?
Find out more about how we keep you and our stations safe.How do we make sure we’re a responsible employer?
Learn more about Lumo's Statement on Modern Slavery.How do we protect the needs of our passengers?
Click here to read our Customer CharterHow are we doing our bit for the environment?
Read our Environmental Policy here.How do we protect your personal data?
Click here to read our Privacy Policyhow can we help today?