Customer charter

TRAVEL WELL: BEYOND EXPECTATIONS

Welcome to Lumo, your new innovative rail service linking the iconic cities of Edinburgh, Newcastle and London.  Our aim is to reimagine rail and to create a new way to travel for our customers that is better value, kinder to the environment and as time effective as taking a domestic flight.  We believe this is more than introducing a new rail service, it is an opportunity to change and update many of the historic practices within the rail industry and adopt new technology in order to drive the highest levels of customer satisfaction and colleague engagement.

OUR COMMITMENT

This is our Customer Charter; our commitment to you and the provision of a standard of service which we hope not only exceeds your expectations, but also reassures you in your choice of how to travel.

OUR VISION

We want to offer an industry leading service that is digital in both internal operation and in customer experience. Fresh thinking and innovation are key to our vision.  Our £100m investment in a brand new, 100% electric, fleet of Hitachi trains, shows our commitment to service, performance and environmental excellence.  Indeed, when compared to flying between London and Edinburgh we’re much more sustainable seat for seat and can get you between capitals in the same time and at a great price.  We’ve also selected and trained our people so that they can understand our customer’s needs and can incorporate your thoughts and ideas into how we operate. 

We want our business to be as inclusive & accessible as possible.  We assess all of our plans to understand their impact on inclusivity.  Our trains are designed for all, with two dedicated wheelchair user spaces, 52 priority seats and a single class system at low-cost pricing that will allow as many people to travel by rail as possible.  Our colleagues have been handpicked from a range of backgrounds and are trained to provide the best customer experience possible to all our customers and they receive specific training to proactively help all our passengers.

We’d love to hear what you think and so, if you’d like to give us feedback on this Charter, or any other part of our service and how we can improve, please get in touch. 

This Charter does not affect your legal rights, which are set out in the National Rail Conditions of Travel and can be found at nationalrail.co.uk.  Copies of this Charter can be obtained from our Lumo website www.lumo.co.uk or on our LumoGo app.

We want you to help us to shape our future, so if you have any comments, suggestions, praise or complaints or you want to buy tickets or book assistance, we’re ready and waiting to listen and respond.

We’ve created a variety of ways you can get in touch, so please choose the right one for you.

Webform: railhelp.co.uk/lumo

Twitter: @lumotravel

Email: customerexperience@lumo.co.uk

Post: Freepost LUMO CUSTOMER SUPPORT

Phone Customer Relations:
0345 528 0409(09:00 to 17:00 daily except Christmas and Boxing Day)

Phone Retail Support:
0345 528 0409 (08:00 to 20:00 daily except Christmas and Boxing Day) 

Phone Passenger Assist:
0800 031 8542 (06:00 to 23:00 daily except Christmas and Boxing Day)

Whether you know where to travel, or you’re in need of some advice, you can get some inspiration from our destination guides which include some great ways to explore the places where we call and give you special offers at www.lumo.co.uk.

Once you’ve decided to travel, we want to make it as easy and simple as possible for you to plan your journey.  There are several handy planning tools which can help you get the information you need, so choose the most convenient one for you.

 

PLANNING TOOLS

Planning and booking directly through us via our website, app, or by calling us will give you access to exclusive perks such as:

  • Door-to-door journey planning
  • Getting the best possible price
  • Choosing your seat
  • Pre-purchasing the food for your trip with us
  • Benefit from auto delay repay
  • Receive live trip information about your trip.

 

WWW.LUMO.CO.UK

We’re here for you and there’s lots you can do on our website:

  • Purchasing tickets
  • Booking assistance
  • Accessing live train information and downloading timetables 
  • Getting information on forthcoming engineering works which affect our services
  • Finding out which ticket best suits your needs
  • Finding details about station facilities and opening times
  • Getting details of special offers and events
  • Giving us feedback about your journey with us
  • Applying for refunds on tickets booked through our website or app
  • Applying for Delay Repay compensation
  • Pre-ordering food for your trip with us

 

LUMOGO APP

Our smartphone and tablet apps are a great source of information too and you can do many of the things our website offers through our app, with the addition of purchasing tickets up to five minutes before you travel. Look for LumoGo app from your app store.

Our app is also useful before and during your journey with us.  You can pre-order your food on it via LumoEats before you travel.  Using our app will also allow you to get live information about you trip such as letting you know when your destination is near.

 

NATIONAL RAIL ENQUIRIES

Whilst you can book any train journey with any train operator through our website or app, you can find more details about the British railway network at the National Rail Enquiries website - www.nationalrail.co.uk or by contacting them on 03457 484950 (open 24 hrs a day except Christmas Day).

 

MULTI-MODAL TRAVEL

We are advocates of multi-modal travel and we know that your journey with us is just a part of your trip.  Our trains have dedicated cycle spaces that you will need to book when travelling with us.  If you have a folding bike, you’re not required to book a space and you can just drop them in the luggage rack.  This is just one of the ways we can help with your door-to-door multi-modal trip.  You can also use our website and app for a door-to-door journey planner for travel in Britain using a combination of trains, buses, coaches, trams, ferries, walking and sharing schemes such as e-scooters or bikes.

 

PLANNED ENGINEERING WORK

Occasionally essential maintenance work needs to be undertaken by Network Rail (who manages the infrastructure on the railway), to maintain and improve railway tracks, signals and structures.  Engineering work usually takes place during quieter periods, so we always recommend you plan and check your journey before you travel.  We work closely with Network Rail to plan such improvement work carefully in order to minimise the impact on your journey as far as possible.

When such work takes place, and this affects the operation of our services, we publish the details of this work on our website in advance (usually 12 weeks in advance or as soon as possible if notice is later than this), at the stations we serve and via our Telesales team.  A summary of the changes to our train services will also be available from National Rail Enquiries on 03457 48 49 50 or at nationalrail.co.uk. Once you have booked your journey on our trains, if you book through us, we will notify you if we become aware of any changes.

Occasionally, it may be necessary to divert our services via a longer alternative route or use alternative transport, i.e. buses, coaches or taxis instead of trains on some sections of your journey where there is no option of running a through train service.  When this is the case, we will ensure that information is provided at the stations and online in advance.  Please note that there may not be space for cycles, prams and pushchairs that do not fold.  Heavy luggage and some animals may also not be conveyed.

 

EXCEPTIONS

We do not accept claims for compensation for variations to our normal timetable when we have published a revised timetable or offered alternative routes due to planned engineering work.  The exception to this is where the replacement services themselves run late according to the revised timings or are cancelled.  If unforeseen circumstances mean that we have to introduce an emergency timetable, then compensation arrangements will be based upon that timetable.

We use a simplified fares structure that has been designed to make it easy for you to get the best value ticket for your journey.  We offer two types of tickets, LumoFixed tickets that are for a specific service and flexible Anytime tickets that allow you to use any of our services on the date of travel.  Our single-leg priced approach will ensure you get the best price whether you book a single or return journey with us.  Details of the different types of tickets available can be found on our website.

An easy way to purchase tickets is from our website at www.lumo.co.uk or our mobile app LumoGo, but you can also do so by telephone, at any staffed station ticket office or ticket vending machines.

If you forgot to pre-book your ticket, you can still buy one onboard without penalty.  When travelling from a station with ticket gates, you can ask the gateline colleague to let you through.  When they pass through the train our Customer Experience Ambassadors will sell you the most appropriate ticket for your journey, to offer you the best value and/or flexibility according to your needs, including most Railcard discounts.  We will sell you a ticket for your entire journey, whether you are travelling solely on our trains or using other train services as part of your trip.  We do not, however, sell Advance tickets on board.  If you are unable to purchase a ticket on our train, please go to the excess fare/ticket office at your destination station or approach a member of the gateline team and ask them where you can purchase a ticket.


TICKET TERMS AND CONDITIONS

You must ensure that you are aware of any terms and conditions that apply to the type of ticket that youhold.  Ticket retailers must also make these clear before completing your ticket purchase.  If you have a LumoFixed ticket, this is valid only on the date and train(s) shown. If you travel on an alternative service to that which you have booked with a LumoFixed ticket you will be required to purchase a new ticket.  This applies unless disruption to services has resulted in the need to travel on a different train, and we, or another train operator’s colleagues, have authorised the ticket.


SEAT RESERVATIONS

When booking directly through us, we let you choose the seat you want to travel on.  This way, you can travel with peace of mind and look forward to a relaxing journey. 

All the tickets that we sell for our own services will come with a seat reservation on the specific service that you have chosen.  When booking a flexible ticket, you can change your reservation to another seat and train, free of charge.  All Advance tickets holders will be able to change their seat reservation by only paying the difference in price for the new service they have chosen. 

For any changes to seat reservations, please use our website or app or contact our Customer Experience team. 

Children up to five can travel for free if accompanied by a ticket holder, but seat reservations cannot be made for them unless a ticket is purchased. 

You can make a reservation up to 15 minutes before departure. Approximately 10% of the total seating capacity on all our trains is kept without reservations. Season ticket holders may reserve a seat, although this can only be done the day before travel (or on Fridays for travel on a Monday), from a staffed station. Bulk bookings of seats are not permitted for season ticket holders. 


RESERVATION RESTRICTIONS

Seats cannot be reserved for luggage or animals (apart from assistance dogs when booking with Passenger Assist). Our colleagues know which seats are reserved or have been left empty. They will offer those to anyone who may not have been able to book a seat before departure. You may only make one seat reservation per person, per train, as stated in section three of the National Rail Conditions of Travel.

If reserved seats are unavailable on our Lumo service because of a train being fully booked, you will be advised of this during the booking process by the ticket vendor. 


SEAT PROMISE

If you have reserved a seat, but we do not provide your reserved seat and there is no alternative seat on the train we will compensate you should you have to stand for more than 30 minutes from the time you board the train. We will refund 50% of the relevant single ticket or relevant part of the return ticket for your journey in these circumstances. If a customer holding a First Class Any Permitted ticket boards our service, we will not provide any recompense between the cost of their ticket and the Standard Class fare and will charge the appropriate Standard Class fare, as our services are clearly advertised as offering Standard Class accommodation only. The First Class ticket holder should then seek a refund of their ticket (or portion of their ticket) from their original ticketing vendor. Please note that claims must be made within 28 days of the affected journey online or to our Customer Experience team. 

We will not compensate you if there are no seats are available on board the train and you have not made a reservation. Similarly, if you join our service with a valid flexible ticket (i.e., not an ‘Advance’ or other train-specific ticket) without having made a seat reservation, and no seats are available, we do not provide compensation to you.


MAKING SURE YOU HAVE A VALID TICKET

We do not operate a penalty fare scheme so you can come on board our trains and purchase your ticket with our colleagues. Please bear in mind that we do not accept cash. You will be able to pay by card, bank transfer, or through our online portal. Family or friends can make the payment in your favour.

However, if you cannot pay for your ticket, an Unpaid Fare Notice will be issued to you.

If an Unpaid Fares Notice has been filed and you want to make an appeal, you should do so within 21 days of receiving the notice.

To ensure fairness, appeals are not handled by Lumo and are administered by an independent company. The independent appeals process is impartial. Appeals must be made in writing to:

FREEPOST LUMO REVENUE PROTECTION

Complaints about ticket sales will be dealt with if you bought your ticket from our website or app. Complaints about tickets bought from third party retailers or other train companies should be directed to them.

 
When you are ready to travel it’s good to know about the facilities and services that will be available to you at both stations and on our trains, so this section is designed to help guide you through what we offer. We always recommend that you check your journey prior to departure, be it through our website, or other information channels which are best suited to you listed in the ‘How to plan your journey’ section.

 

AT STATIONS

We do not manage any stations and therefore any services provided at the stations at which we call are the responsibility of the station operator. We are advocates of the ‘One Team’ approach to managing stations, which means that we work closely and regularly engage with the station operators and other operators at the stations we serve. For our customers, this means that whoever you speak to, or deal with at a station, should respond to your query or request in the same way as we would, regardless of whom you are travelling with. 

Further information relating to which company operates which station can be found in the table below. Please note that this summary is current at the time of producing this document. For up-to-date information, including interchange and onward travel options, please visit the National Rail Enquiries website. Alternatively, you can go to the websites of or call the station operators:

Station

Station Operator

Telephone

Website

Edinburgh

Network Rail

03457 114141

networkrail.co.uk

London King’s Cross

Network Rail

03457 114141

networkrail.co.uk

Morpeth

Northern

0800 200 6060

northernrailway.co.uk

Newcastle

LNER

03457 225 333

lner.co.uk

Stevenage

Great Northern

0345 026 4700

greatnorthernrail.com

 

 

ON OUR TRAINS

We want to make your journey as effortless and comfortable as possible when you travel with us, so here are further details of what you can expect from us on board.

 

OUR ON-BOARD COLLEAGUES

On every train we’ll have our Customer Drivers and our Customer Experience Ambassadors, who are there to make your journey easy and ensure your safety, security and comfort. We invest in our people by putting them through a comprehensive, focused customer experience training programme which ensures they have the right skills and aptitude to deliver our brand.

 

TRAIN LAYOUT

Diagram of Hitachi Class 803 five car train. From Southbound end to Northbound end: Coach A has two tip-up seats, two wheelchair spaces and an accessible toilet, Coach B has a toilet, Coach C, Coach D has a toilet, Coach E has an accessible toilet and unreserved seats

Our trains are formed of five carriages, which are labelled A to E with the following designations:

  • Carriage A contains standard and priority seating, two wheelchair user spaces and an accessible toilet with baby-changing facilities
  • Carriage B contains standard and priority seating, a toilet and bicycle storage facilities
  • Carriage C contains standard and priority seating
  • Carriage D contains standard and priority seating, a toilet and bicycle storage facilities
  • Carriage E contains standard and priority seating and an accessible toilet with baby-changing facilities

On occasion we may run our trains in a 10-carriage formation to provide additional capacity:

  • Carriage G contains standard and priority seating, two wheelchair user spaces and an accessible toilet with baby-changing facilities
  • Carriage H contains standard and priority seating, a toilet and bicycle storage facilities
  • Carriage K contains standard and priority seating
  • Carriage L contains standard and priority seating, a toilet and bicycle storage facilities
  • Carriage M contains standard and priority seating and an accessible toilet with baby-changing facilities

On rare occasions we may use alternative trains to those advertised above. Where this is the case, we will endeavour to inform customers in advance by email, on our website and via our app.

 

CLEANING

At Lumo we will do our very best to ensure that our trains are clean, well presented, comfortable with a full range of facilities available. Our Ambassadors will undertake regular in transit, on the go cleaning as well as an extensive turn around clean at terminus stations, making sure all our trains are cleaned and remain clean whilst you travel. The train ventilation systems ensure a continuing supply of fresh air throughout the whole journey.

Cleanliness and hygiene are high on Lumo priorities and through our COVID compliant practices, we target our cleaning on key customer on train touchpoints such as handrails, door buttons, arm rests, seat top handles, tables, toilets and sink surfaces. Both in between services and throughout each journey, all our Customer Experience Ambassadors will ensure the environment is clean and have received clear training and guidance regarding standards that will make sure you can relax and feel comfortable during your travel experience. At regular intervals the Customer Experience Ambassadors will pass through the carriages collecting rubbish, disposing and where practicable, separating items for recycling. Additional deep cleaning will take place overnight prior to the next day’s service.  All processes and practices are driven to enhance your travel experience.

 

 

CATERING

You can book from our dedicated catering service, LumoEats, and pre order food up to two weeks in advance of your journey. You’ll be able to enjoy hot or cold items and have them delivered direct to you in the comfort of your seat once we depart. This can be booked right up until the night before your travel in order make your pre-order selection. We have partnered with specialist suppliers that can cater for most dietary requirements and have carefully selected seasonal product ranges to suit most needs. Once onboard and after we depart the station, our Ambassadors will commence an at seat trolley service, you’ll be able to purchase a range of hot and cold drinks, snacks and alcoholic refreshments while you sit back and relax watching our entertainment system available through LumoGo. The range of products that we offer is as inclusive, sustainable, and local, but please bear in mind that our selection varies and is subject to last minute change. Our on-board trolley menu will be available on the Lumo Website and App for you to look through before your journey with us.

Our Customer Experience Ambassadors will be able to accept most forms of card payments but pleases note that we don’t accept cash onboard our trains. 

If, for any reason, we are unable to serve food and drinks on your service, we will endeavour to inform you advance of your train departure. This information will be available through the journey check section of our website, our App and displayed on information screens on platforms.  We will also give you a full refund to your method of payment for any items we cannot provide.

 

WI-FI

We’re delighted to offer free on-board Wi-Fi for all our customers. Should you experience any problems with this facility, please speak to one of our Customer Experience Ambassadors or contact the Wi-Fi support desk. Whilst we strive to make this service available on all our trains, we do not provide compensation for any problems associated with the provision of this complimentary facility.

 

INFOTAINMENT

Please log onto our Wi-Fi and entertainment portal LumoGo where you can relax watching a wide range of entertainment, from blockbuster films and drama, to magazines, newspapers and podcasts.  There’s something for everyone, so you can pass the time whilst we whisk you on your journey. 

 

ANIMALS

We welcome your pets on board our trains. Dogs will need to be kept on leads and other small domestic animals must always travel in a fully enclosed basket that does not exceed 85 x 60 x 60 cm. Please bear in mind that we cannot make a seat reservation for animals (apart for assistance dogs).

We also provide water bowls and stool bags, please ask one of our colleagues who will be able to give you some.

Our Customer Experience Ambassadors will make sure that areas where pets have been kept are thoroughly cleaned.

Where a rail replacement service is operated it may not be possible to convey some animals, so please check with us prior to travel on our website or by contacting our Customer Experience team.

 

LUGGAGE

Here at Lumo, we understand our customers wish to keep their luggage close by but depending on the size, this may not always be possible.

We encourage all our customers to travel light for their ease, safety and comfort as space is limited onboard. 

Please note we only allow three items per person. A maximum of one large suitcase, a carry-on bag and one piece that must be small enough to fit on your lap if required.

Luggage carried that exceeds these limits is carried at our discretion and may be refused. A charge will be levied for conveying additional items of luggage, or for excessively large or bulky items.  This will not exceed half the adult single fare for your journey.

Small bags

Small bags can be tucked under your seat.

Medium bags

Cabin-style bags should go above your seat in the overhead racks, keeping those personal items close at hand. There's also space between some seats where you can stow smaller cases safely.


Large suitcases

Suitcases up to 80x57x30cm fit nicely in the racks at the ends of the coaches.


Very large bags

These may need to be placed in a dedicated lockable storage area onboard, please ask a member of our Customer Experience Ambassadors for its location and they will do what is reasonably practicable to assist you. The maximum bag size on our trains is 90 x 70 x 30cm – For the safety of all our customers, if your bag is larger than this, then you will not be able to bring it onboard. 

Luggage that cannot be stored safely or is oversized will also be refused carriage.

All sizes and number of bags will be monitored by the Customer Experience Ambassadors.

Please do not place any luggage on our seats as this may cause damage to the material and future customers clothing.

 

Pushchairs 

Pushchairs are welcomed onboard but will need to be folded and stored in the luggage racks at the end of the carriages or in the overhead racks. 

We would like to remind you not to store any luggage or prams in the dedicated wheelchair user spaces or around the exit door areas. 

 

Luggage Courier Service

Enhance your travel experience by having your luggage delivered to your final station or destination.  You can tailor your luggage courier requirements that best suit your needs. We have partnered with First Luggage who provide a door-to-door luggage courier service throughout Great Britain, and many other countries. Their service is chargeable starting from £17 per item and is bookable with your train ticket from LumoLuggage. The courier option will make your journey easier, moving multiple larger, or heavy luggage items so you don’t have to worry about carrying these around with you.  You’ll be able to arrive at your destination, browse around the city shops, relax at your favourite wine bar, or take in the historical sights while you wait for your hotel check-in time. When booked through LumoLuggage customers will receive a 10% discount. First Luggage will arrange for your luggage to be collected anywhere in the world and delivered to your chosen destination address without hassle or stress.


Bicycles

Bicycles are welcome on board our trains; however, as space is limited, reservations (which are free of charge) are mandatory as we are unable to guarantee that we can convey your bicycle without one. This is due to a limited number of spaces on board our trains (bike reservations to a maximum of two per train, can be made during booking the process.). We recommend that bicycle reservations are made at least 24 hours prior to your journey and at the same time as you purchase your ticket.  These can be made at any staffed station ticket office, online, via our Social Media team or over the phone through our Telesales team. Unfortunately, we cannot accommodate tandem bicycles as we do not have enough space for them on board. To access the bicycle storage spaces on our trains, please see our Customer Experience Ambassador before you board.

  

Folding bikes are welcomed onboard Lumo and won’t be subject to prebooking requirements. Just pack your bike up before boarding the train and store it in the luggage racks.

 

LOST PROPERTY

Our Customer Experience Ambassadors will be visible across the train throughout the journey. If they notice any lost property, they will proactively seek to identify their owner and reconcile them with it. However, if they haven’t managed to do so before you left our train, your property will be handed in at the train’s final destination station, at either London King’s Cross or Edinburgh Waverley. If the train is terminated short of its final destination, we may also hand this in at the terminating station. 

If you lose an item, please use this table to identify where your property is likely to be and contact them directly.

Station

Operator

Location

Opening Hours

Contact Phone/Web

Edinburgh Waverley

Excess Baggage Company

Platform two near the Carlton Road entrance

Mon – Sun 09:00 – 17:30

0330 024 0215

lostproperty.org

London King’s Cross

Excess Baggage Company

Main concourse

Mon-Sun 09:00 – 17:30

0330 024 0215

lostproperty.org

Morpeth

Northern

Ticket office

 

Mon – Sun 07:00 – 22:00

0800 200 6060

 

Newcastle

LNER

Main concourse

 

Mon – Sat 06:15 – 21:00

01163 663 587

lostproperty.org

Stevenage

Great Northern

Ticket office

 

Mon – Sun 07:00 – 22:00

lostproperty.org

 

SECURITY

We ask that you keep your luggage and personal belongings with you or within sight when you travel with us, and if you notice anything suspicious, please inform our Customer Experience Ambassadors. We have on-train security systems including CCTV for your safety and perform regular security checks through our Customer Experience Ambassadors. You can also text the British Transport Police on 61016 or visit their website at www.btp.police.uk

 

SMOKING

Smoking is not permitted on board any of our services and any station we call at, including the use of electronic cigarettes or vaping devices.

We want to provide service excellence and an easy, convenient way for everyone to travel. If you think you will need some help for your trip, you can plan it in advance with the help of our dedicated Passenger Assist team. Assistance can be arranged to help you with accessing the station, where staffed, getting on and off the train and carrying your luggage.

If you haven’t booked Passenger Assist before coming to the station, you can still use the Turn Up and Go service offered at the station. The station team will be able to assist you on or off the train and provide you with the help you need. Please bear in mind that this service is dependent on the availability of the station colleagues as they might need to finish some of their duties before being able to assist you.

Dedicated wheelchair user spaces and priority seating are available on board our trains and can be reserved by using the Passenger Assistance app which can be found in your app store or bycontacting our Passenger Assist team on 0800 031 8542. To make sure that our colleagues can give you the best service and notify you if there is anything that will affect your journey, we recommend booking assistance before 22:00 the day before travel or six hours before your journey for same day travel.

From 1st April 2022 we will reduce this further to two hours prior to the time of travel, noting that whilst this refers to assistance in general, we may not always be able to guarantee the availability of the wheelchair user space in cases where a train may have left its origin station where reservations are uploaded and displayed before a booking for a wheelchair user space has been made. Wheelchair user spaces are limited so we will expect prams and luggage to be moved to ensure access for wheelchair/scooterusers, so that they can be accommodated. Our colleagues will request that items left in these areas are promptly removed and stored in an alternative area.

Full details of our ‘Accessible Travel Policy’ policy, which provides details of our commitments to making our services accessible, can be obtained from our website lumo.co.uk/onboard/assisted-travel. You can also find our passenger leaflet ‘Making Rail Accessible’ from our website www.lumo.co.uk, or alternatively by calling the Passenger Assist team, or at staffed stations at which we call. 

We also offer an alternative guide specifically designed for people with autism.  You can find it on www.lumo.co.uk and download it or print it at your leisure.


ALTERNATIVE FORMATS

We offer our Accessible Travel Policy in alternative formats, specifically: 

•    Audio

•    Large Print

•    Easy Read

You can ask for an alternative format by contacting our Customer Experience team or Passenger Assist team.  We will respond to your request within 7 days.

We want to ensure the highest possible standards of service and lead the rail industry in both innovation and sustainability. We’ve therefore committed to key targets in a number of areas.

 

PERFORMANCE AND RELIABILITY

We work closely with our industry partners, notably Network Rail, to deliver the timetable that we advertise each and every day. We understand that you want a punctual and reliable service, and we want you to be able to count on us to provide this. 

We have set a target that our trains will arrive within ten minutes of their planned arrival time. The performance of our service is reported to and scrutinised by several governance bodies every four weeks.

Full details of our performance can be found on our website at lumo.co.uk/about-us/complaints-handling-procedure

 

CUSTOMER SERVICE STANDARDS

We want you to receive a full and timely response to your query, comment or complaint, so we have set out clear response targets in our Complaints Handling Procedure which can be found at www.lumo.co.uk

We also use a variety of indicators, from the National Rail Passenger Survey, and the Rail Delivery Group’s Wavelength satisfaction measure, to our own post journey survey, to understand what you think of our service provision.  We’ll advertise our latest targets and performance against these on our website so you can see how we’re meeting them.

 

SUSTAINABILITY

This is one of our core values. We look at all we do, and make sure that we understand and minimise the impact of our actions on the planet. Our trains are 100% electric and are therefore very environmentally friendly. When travelling with us between London and Edinburgh, your journey will, on average, emit much less CO2 than other modes of travel. 

But we know that this is not the only area where we can make a difference. Our catering partner has been selected in line with our vision and values with particular emphasis on sustainability and social responsibility, sourcing local produce as much as possible. 

Our colleague attire has been provided using a supplier who has not only manufactured the garments in the UK, but also employs a sustainable and ethical approach to production, helping us to recycle items which are life expired.

We are committed to key environmental principles which reduce the impact of our operations both locally and for the benefit of our wider planet. 

 

Sometimes our trains become affected by service disruption which can result from a variety of reasons, but rest assured we will always try to ensure the impact of the delay is kept to an absolute minimum. This section describes what we will do when our train services are disrupted or delayed. 

As soon as our Customer Experience Ambassadors know what is happening, and what the impact is likely to be, they will let you know. They will also be able to provide information regarding the best options for you to complete your journey.

Train running information and incident updates can be obtained from the following:

  • From LumoGo app
  • On our website at www.lumo.co.uk
  • The National Rail website at nationalrail.co.uk
  • From Twitter @lumotravel
  • By calling National Rail Enquiries on 03457 48 49 50

CONNECTIONS AND LAST SERVICES

If your journey with us is delayed and you are no longer able to make your planned connection, we will help with re-planning your journey to minimise the delay. In some cases, this may need to involve alternative transport to enable you to reach your destination.

Where a delay or cancellation of our service means that you have missed the last connection of the day, or that you will not reach your destination at a reasonable time, we will either arrange for transport back to where you started your journey (and then allow you to travel the next day) or to your destination. If this is not possible, we will provide overnight accommodation so that you can travel the next day. We will aim to make the bus/taxi/hotel arrangements for you at our cost.  If we do not make those arrangements for you, and you make them yourself then we will pay your reasonable and proportionate costs for:

  • Alternative travel 
  • A hotel where this is a reasonable step for you to take as an alternative to completing your journey 

You may still choose to make more expensive arrangements at your own cost.

If you decide not to travel as a result of a delay or cancellation of your service, and if we sold you the ticket, we will give you a full refund; otherwise, you should seek a refund from the point of purchase (unless this is the return portion of your ticket, in which case we will refund this).

In circumstances where your train is delayed by 60 minutes or more, we will provide complimentary non-alcoholic drinks where we have them available.

When your journey with us is delayed by 30 minutes or more, we’ll provide you compensation for the inconvenience that you have experienced. All ticket holders may apply for Delay Repay compensation. The level of compensation is outlined below:

Length of Delay*

Compensation

0-29 minutes’ delay

No compensation is due

30-59 minutes’ delay

Compensation of at least 50% of the cost of a single ticket or 50% of the relevant portion of a return ticket

60 or more minutes’ delay

Compensation of at least 100% of the cost of a single ticket or 100% of the relevant portion of a return ticket

*A journey may include conveyance by other operators’ services or alternative transport as per our contingency plans where our services have been cancelled or delayed. These plans are advertised through the journey check section of our website at www.support.journeycheck.com/lumo

 

We offer different ways for you to receive your compensation, including as charity donations.



CLAIMING DELAY REPAY

The easiest and quickest way to claim for Delay Repay compensation is through our website at www.lumo.co.uk. Our online claims system allows you to claim with an account so that your details are retained to make the process for claiming easier should you need to claim again in future. 



AUTOMATED DELAY REPAY

If you have purchased your ticket through our website with your registered Lumoaccount, then you can get your Automated Delay Repay compensation if your train is delayed by 30 minutes or more and you don’t need to submit a claim.

You're eligible for Automated Delay Repay if:

  • Booked an Advance ticket through http://www.lumo.co.uk or through the LumoGo app.
  • Made your journey including at least one leg travelling with us.

If you're delayed by 30 minutes or more, we'll process a claim for you automatically within 24 hours of your journey. We'll then send you an email asking you to confirm the details of your journey. Once you've confirmed your journey, we'll process your payment. This can take up to five working days.



NON-AUTOMATED DELAY REPAY

Compensation claim forms are also available from all the stations that we serve, on our trains or can be downloaded from our website at www.lumo.co.uk. Please send the completed form, along with the original ticket(s) and seat reservation(s) or full booking confirmation if held, as proof of your journey, to the Delay Repay team at: Freepost LUMO DELAY REPAY

Applications must be made within 28 days of the date of the delay; any applications made outside of this will not be accepted.

Please ensure that, where your journey involves an automatic ticket gate and you have a paper ticket, you show your ticket to a colleague rather than using the gate, so that you can keep your ticket to submit it for compensation.

We expect to provide a formal response to all applications within a month of receiving your claim and provide payment within 14 days of your claim being agreed (which may not be the same date as your claim being received), as per the National Rail Conditions of Travel. 

Making an application does not mean that you will be entitled to compensation; however, we will contact you explaining the reason for not being eligible if this is the case.

Customers with a combination of tickets for one journey will be compensated for their full journey if one of their tickets involves travel with us on a delayed service.

If you have a Season Ticket valid for travel on our trains, please include a copy of the ticket with your application and a copy of your photo ID card. Season Ticket holders should claim compensation in respect of each individual journey on which they are delayed and include the details of the specific train on which they were travelling.



EXCLUSIONS

If there are delays and cancellations, we will always try to tell you before you buy a ticket. Therefore, we do not normally accept a claim if you knew there was disruption, then purchased a ticket and travelled using that ticket.

In line with the National Rail Conditions of Travel, where Lumo is at fault, we will consider additional compensation for any losses or extra costs caused by the cancellation or delay to our services.  Please complete the feedback form on our website if you believe this is the case.



CONSUMER RIGHTS ACT

You must not seek to recover the same money twice, for example both under our claims process and the Consumer Rights Act 2015. However, claiming compensation using our reclaims process does not affect any additional statutory rights you may have, for example under the Consumer Rights Act 2015, where we as a company are at fault.

For more information on the Consumer Rights Act and how it applies to the railway industry please see the FAQ produced by National Rail, which also contains a link to the National Rail Conditions of Travel: http://www.nationalrail.co.uk/CRA_Customer_FAQs_2018.pdf



FLIGHTS AND INTERNATIONAL CONNECTIONS

When travelling for flights or other international connections, e.g., Eurostar, we strongly recommend planning your journey to allow 2.5 hours from scheduled arrival at the airport/international station to the latest check-in time.



TICKET REFUNDS DURING SERVICE DISRUPTION

If the train you planned to catch is cancelled or significantly delayed, or your reservation will not be honoured, and as a result you decide not to travel, then you can return unused tickets to the original place of purchase for a refund in full within 28 days of the ticket’s expiry. The same applies if disruption prevents you from completing a journey that you have started, and you return to the starting point.  Advance tickets also qualify for a refund in such cases. A full refund will be made without any administration fee.  Details of how to claim are in the refunds section of this document.

 

We know that sometimes you won’t be able to travel, so this section is designed to clarify when and how you can get a refund of your ticket.

Advance tickets are non-refundable, except in cases of disruption as detailed in the service disruption section. If you have purchased an Advance ticket and your train is cancelled or delayed by more than 60 minutes, alternative arrangements will be made for you to travel on another train if you still wish to travel. In such circumstances, a seat cannot be guaranteed. If you prefer, you can claim a full refund without an administration fee.

If you decide not to travel for any other reason, when your train was running normally, and your ticket is not an Advance ticket, you may be eligible for a refund. In such circumstances, refund applications must be made through the original retailer and the unused tickets must be provided. We always recommend that you check the terms and conditions of your ticket before you buy it.

An administration fee of £10 per ticket (for Advance tickets) or per transaction (for all other tickets), may be applied and you must submit your ticket for refund within 28 days of the expiry date of ticket. 

If you bought your ticket(s) through our website, app, or if you have not printed your tickets out, refund applications can be made online (for tickets to be printed at the station or m-tickets purchased through the app). Our ticket refund site can be found at www.lumo.co.uk

If you bought your ticket(s) from us by telephone or on board our trains, please post your ticket(s) along with a covering letter to us at: Freepost LUMO DELAY REPAY

For any printed tickets, the unused ticket(s) and seat reservation(s), along with your booking reference and refund form will need to be returned to: Freepost LUMO DELAY REPAY

Please note that all refund payments should be made within 28 days.

Our focus is on you and helping you to travel well, beyond expectations. We value your feedback, both positive and negative, so please do get in touch using any of the methods shown in the ‘how to contact us’ section, we would like to hear from you. 

Following your journey, we may contact you to check how it went and if there was anything we could have done differently or in a better way.

Where you do experience an issue with any element of our service provision, we will always try to resolve it as soon as possible; be it by one of our Customer Ambassadors on our trains; our online support teams or over the phone by our Customer Services team.

The feedback that you provide is taken very seriously, so sometimes we may need a little more time to investigate or consider matters fully.  We will provide an explanation as to the reasons behind any failing that we identify once we have investigated. We aim to achieve this within 20 working days, if not sooner, and we will keep you informed of progress if it takes longer than this to investigate.  Our specific Complaints Handling Procedure can be found here: Complaints Handling Procedure

All the feedback we receive is recorded, reviewed and reported to our Managing Director and the Senior Management team. It is then summarised and presented monthly to our Company Board Directors who assess trends and inform our business strategy as a result.

We always aim to achieve a resolution that is fair, and that addresses your comment or complaint.  If, however, you are unhappy with our response, please let us know and give us the opportunity to try to resolve your complaint. If you are unhappy with the final response you receive from us, you have the right to appeal to the Rail Ombudsman. The Rail Ombudsman is there to help resolve complaints between us and our customers. It is free to use their services and they are independent of the rail industry. They do not take sides and just look at the evidence available. They will help us both to try to reach an agreement, but if this does not happen, they will decide based on the evidence they have received. If you agree with their decision, then we must act on what they say.

You can appeal to the Rail Ombudsman if:

  • You are unhappy with our final response to your complaint which will be contained in a letter or email (sometimes called a ‘deadlock letter’); or
  • we have not resolved your complaint within 40 working days of receiving it; and
  • no more than 12 months have passed since we sent you our final response.

There are some complaints that the Rail Ombudsman will not be able to investigate, for example if they are about the way one of our services has been designed, industry policy, or if your complaint relates to an event which took place before the Rail Ombudsman service was established. If that is the case, then they will contact you to let you know. If possible, they will transfer your complaint to another organisation that may be able to help you further, such as Transport Focus or London TravelWatch (the latter covers London King’s Cross and Stevenage). The organisations are independent consumer watchdogs for the rail industry. They will independently review your complaint and where appropriate, follow things up on your behalf. 

 

RAIL OMBUDSMAN

Website  railombudsman.org
 Email  info@railombudsman.org
 Tel  0330 094 0362
 Textphone  0330 094 0363
 Twitter  @RailOmbudsman
 Post  FREEPOST Rail Ombudsman

 

TRANSPORT FOCUS

http://portal.passengerfocus.org.uk/roadtochange/Transport%20Focus%20Toolkit/Logo%20Transport%20focus%20Eng.jpg

Website  transportfocus.org.uk
 Email  advice@transportfocus.org.uk
 Tel  0300 123 2350
 Twitter @TransportFocus
 Post Transport Focus
Freepost RTEH-XAGE-BYKZ
PO Box 5594
Southend On Sea
SS1 9PZ
   

 

LONDON TRAVELWATCH



Website   londontravelwatch.org.uk
Email Enquiries@londontravelwatch.org.uk
Tel  020 3176 2999
Twitter @lontravelwatch
Post London TravelWatch
Freepost RTEH-XAGE-BYKZ
PO Box 5594
Southend On Sea
SS1 9PZ

You also have rights under the Rail Passengers’ Rights and Obligations Regulation (EC No 1371/2007) (PRO), as it applies in UK law. The PRO incorporates the ‘Uniform Rules concerning the Contract for International Carriage of Passengers and Luggage by Rail’ (commonly known as “CIV”). For an overview of these rights please visit the European Commission's information website about passenger rights:

https://ec.europa.eu/transport/sites/transport/files/themes/passengers/rail/doc/summary-of-rail-passenger-rights_en.pdf

The Office of Rail and Road (www.orr.gov.uk) is the National Enforcement Body for the PRO.

Lumo Route map: Edinburgh, Morpeth, Newcastle, Stevenage, London Kings Cross. At Newcastle there is a steep ramp bridge to platforms 5-8, staff assistance may be needed. All the other stations have step free access