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customer information Pledges

The provision of accurate and timely information to our customers and colleagues, particularly during times of disruption, is essential.

Through collaboration with Network Rail (NR) and the Rail Delivery Group (RDG) we have worked to produce our Pledges, which is the new industry way to outline what good looks like. Please visit https://www.raildeliverygroup.com/uk-rail-industry/about-my-journey/pledges.html to find out more information.


In addition to the individual pledges, we commit to:

Yes - we already do this

This page is dedicated to pledges and how we are performing.

Yes - we already do this

We carry out regular reviews to change data and update with what we have achieved for the pledges in line with our core data submissions to the Office of Rail and Road (ORR).

Yes - we would be able to deliver this in the future

Dedicated website pages can be created.

 

Always improving...

Yes - we would be able to deliver this in the future

Dedicated page on website can be created.

 

If you share your information, we pledge:

Yes - we already deliver this

Our commitment to this pledge is set out in our privacy policy.
 

To help you plan your journey, working with rail industry partners and retailers, we will:

Yes - we already deliver this

Our commitment to this pledge is set out in the Plan Your Journey section.

Yes - we already deliver this

Our commitment to this pledge is set out in the Plan Your Journey section.

Yes - we already deliver this

Our commitment to this pledge is set out in the Planned Engineering Works section.

Yes - we already deliver this

Our commitment to this pledge is set out in the Plan Your Journey section.

Yes - we already deliver this

Our commitment to this pledge is set out in the Plan Your Journey section.

Yes - we already deliver this

Our commitment to this pledge is set out in the Plan Your Journey and Assisted Travel sections.

Yes - we already deliver this

Our commitment to this pledge is set out in the Plan Your Journey and Assisted Travel sections.

Yes - we already deliver this

Our commitment to this pledge is set out in the Station Information section.
 

We pledge that our team members will:

Yes - we already deliver this

Our Customer Experience Ambassadors are available for Customers on board the train and at the beginning of journeys from Edinburgh Waverley and London King's Cross they are available on the platform for meet and greet.

Yes - we already deliver this

Our Customer Experience Ambassadors and Customer Drivers are encouraged to share and report ideas to ensure continuous improvement.

Yes - we already deliver this

We have processes in place where our Customer Experience Ambassadors and Customer
Drivers can report any problems and they have been trained to try and deal with it in the
moment depending on the situation.

Yes - we already deliver this

Our Customer Experience Ambassadors are available to help and support our customers throughout their journeys. Our colleagues are highly visible on our services.

Yes - we already deliver this

All of our Customer Experience Ambassadors and Customer Drivers are issued with smart devices and have access to a wide range of information so that they can assist our customers.

Yes - we already deliver this

Our Customer Experience Ambassadors are available on board our trains and at the departure and arrival station. We are based out of Newcastle so most of our services have a crew change over at Newcastle, thus increasing visibility. At London King's Cross we are contracted with Grand Central where they have Station Coordinators available. Across the board we work with all our station partners, including the Station Facilties Operator as part of a one team approach.
 

When you’re at a station, we will:

Yes - we already deliver this

Our platform information is available across all industry channels including our own website and app https://www.lumo.co.uk/plan-your-journey/live-train-times.

Yes - we already deliver this

This is available across all industry channels and at stations via Customer Information Screens and announcements, as well as via our own train information on our website and app.

Yes - we already deliver this

Our on train announcement strategy ensures are communications are timely, accurate and concise.

Yes - we already deliver this

This is done via our on train anouncements and on Customer Information Screens at the station.

When you’re on a train, we will:

Yes - we already deliver this

As soon as we are aware we will make mannual announcements on board. We also update social media (@LumoTravel) and Journey Check.

Yes - we already deliver this

Our on train Announcements and Passenger Information Screens clearly indicate this.

Yes - we already deliver this

There are  external and internal Passenger Information Displays on the train.

Yes - we already deliver this

Announcements are made whenever we stop out of course and also if there are any delays at the station or on route.

Yes - we already deliver this

This would only happen if we were to undertake an out of course stop. However if this did occur then an on train announcement would be made to explain to customers why this was happening. Both our Customer Drivers and Customer Experience Ambassadors make announcements on board.

Yes - we already deliver this

We have multiple information feeds for other modes of travel on Journey Check e.g. TfL Rainbow boards to ensure that you can continue your journey.


As soon as we are aware of a problem affecting your journey, we will:

Yes - we already deliver this

These are updated through systems such as Darwin.

Yes - we already deliver this

As a minimum of every 10 minutes we will ensure announcements are made on board our trains to ensure that everyone is kept up to date, even if we are still awaiting information and the reason behind the delay. Our colleagues receive train service and disruption messages from our control centre and they use the approach and language requirements of Problem / Impact / Advice.

Yes - we already deliver this

We ensure that customers are kept well informed and as and when we have an estimated time then we would provide this as an estimate only. Milestone plans and updates are provided to our colleagues so that they can keep customers updated.

Yes - we already deliver this

Although we don't manage any stations directly we have good working relationships through one team initiatives to enable us to contact them via different means and control messages to add extra announcements as and when required.

Yes - we already deliver this

Our Control Centre keep us up to date via telephone calls, email, and via our on call team to ensure that we can keep our customers updated.

Yes - we already deliver this

Our Control Centre messages are written in line with Problem, Impact & Advice guidance.

Yes - we already deliver this

 We do this through social media, on board Customer Experiece Ambassadors, our Plan Your Journey page, announcements and aiming to have colleagues to support during duisruption where possible.

Yes - we already deliver this

We currently stop selling tickets on board our trains via our Customer Experience Ambassadors and inform customers via social media channels.

Yes - we already deliver this

Customers are informed about how to claim compensation via a range of channels. These include: on our website / our LumoGo app / in ticketing confirmation / on train posters / on train automated and mannual announcements / this Pledges section of our website.


We’ll clearly explain things to you, by...

Yes - we already deliver this

Journey check is on our website.

Yes - we already deliver this

Customers are kept up to date as soon we know any information via passenger announcements and journey check.

Yes - we already deliver this

Customers are kept up to date as soon we know any information via passenger announcements and journey check.

Yes - we already deliver this

Customers are kept up to date as soon as we know any information via on train customer announcements and through journey check.


We’ll give you a helping hand, by...

Yes - we already deliver this

Our Customer Charter sets out our processes for custome care arrangements. Our 24/7 control centre and dedicated on Lumo on call teams oversee our disruption response plans and customer assistance arrangements.


Yes - we already deliver this

Our Customer Experience Ambassadors will help support customers on board if this is required. They all carry personal issue smart devices to support with this.

Yes - we already deliver this

We have various ticket acceptance agreements in place with multiple Train Operating Companies to assist customers with completing their journeys.

Yes - we already deliver this

We have various ticket acceptance agreements in place with multiple Train Operating Companies to assist customers with completing their journeys.

Yes - we already deliver this

Help & Support | Lumo.


There’s some things we’d encourage you to do:

We already encourage this

Customer Messaging promotes this as well as our social media channels and our customer experience policies and journey check.


We already encourage this

Plan Your Journey.

We already encourage this

We have various customer contact channels available.

We already encourage this

We promote our social media channels.


We will start to encourage this

Our Timetable.

We already encourage this

Accessible Travel Policies and Making Rail Accessible leaflet, Assisted Travel and Station Information.

We already encourage this

By giving regular on train announcments on board, liasing through Control Centres and Journey Check, customers are kept up to date.

We already encourage this

Customers are informed about how to claim compensation via a range of channels. These include: on our website / our LumoGo app / in ticketing confirmation / on train posters / on train automated and mannual announcements / this Pledges section of our website.


In the future, we hope to:

We will do this

We may look to do this

We do this now

Our direct customer messaging through the Customer Relationship Management system enables this and our marketing team and on call team can directly message customers who have booked directly with us. For customers who have booked via other channels such as Train Line then we have communication arrangements to inform them

We do this now

Depending on the station we call at there are dedicated replacement bus places. Customers will be made aware as and when we have rail replacement services in operation. We can advertise the bus stops on our website

We may look to do this

We do this now

The Lumo attire is highly visible and during disruption our colleagues are briefed to wear their High Visibility vests also.

We do this now

All colleagues are issued with smart devices including a tablet and a telephone.

We do this now

As part of our Welcome Induction training we have a module to asisst colleagues with being familiar with technology. We also supplement this through our Learning & Development strategy where colleagues can undertake further training via our Learning Management System (LMS). We also provide on the job coaching via our Customer Experience Ambassador Instructors.

We do this now

Other modes of travel such as London Underground are displayed on our Journey Check

We do this now

Live Train Times

We will do this

We currently detail how we are performing here in our Pledges section of our website.

We do this now

We would use our onboard announcement systems to announce this.

We wouldn't consider doing this

As we are not the Station Facility Operator for any stations we don't own or operate any Ticket Vending Machines, although our tickets can be purchased and collected from these facilities.

We do this now

Customer Information Screens display the formation and length of our trains. In terms of loadings and capacity we don’t display this, but we do have a mandatory reservation policy in place.

We will do this

For customers who book directly with Lumo our personalised messaging via the Customer Relationship Management system enables this.

We do this now

Our website includes the ReciteMe tool which provides text to speech playback functionality, screen reader functions including style sheets, easy to adjust font sizes and colours, a magnifying glass, ruler, screen mask and browser accessibility functions, as well as dyslexia software and an interactive dictionary. We also offer our Accessible Travel Policy Passenger Leaflet and Accessible Travel Policy Documents in different accessible formats on demand

We do this now

Customer Information Screens display the formation and length of our trains. We have a diagram of the train within our accesible travel policy.


How are we performing

This is Lumo’s 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.  Regulation 1371/2007 on Rail Passengers’ Rights and Obligations requires us to set out our service quality standards in respect of:

  1. Information and Tickets
  2. Punctuality of services, and general principles to cope with disruptions to services
  3. Cancellation of services
  4. Cleanliness of rolling stock and station facilities (air quality in carriages, hygiene of sanitary facilities etc)
  5. Customer satisfaction survey
  6. Complaint’s handling, refunds and compensation for non-compliance with service quality standards
  7. Assistance provided to disabled persons and persons with reduced mobility


Here you will find how Lumo delivers these standards and our annual Service Quality Report.

1. Information and Ticket
A. 
Provision of travel information during the journey

All of our trains have clear signage throughout, giving information about the location and availability of onboard toilets, priority seating and other facilities.  Customers can also ask any Customer Experience Ambassador onboard a Lumo train for this information.  Information regarding the next station will be announced onboard by our Customer Experience Ambassadors and in the case of delays, our Customer Experience Ambassadors will announce information at appropriate intervals.  Information about incidents which cause significant disruption is available from Lumo’s Website via Journey Check

Safety information can be found onboard, and the Customer Experience Ambassadors will also make announcements shortly before departure. Further information about security can be found here.

B. How requests for information are handled at the station

We do not manage any stations and therefore any services provided at the stations at which we call are the responsibility of the Station Facility Operator.  We are advocates of the ‘One Team’ approach to managing stations, which means that we work closely and regularly engage with the Station Facility 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, they should respond to your query or request in the same way as we would, regardless of whom you are travelling with. Further information about the stations we serve can be found here.


C
How information about train schedules, tariffs and platforms is provided

Our timetables are available on website here or through our app LumoGo which can be downloaded from your local app store.

Information about train platforms can be found on the 
National Rail website and on customer information screens at stations

Information about train platforms can be found on our LumoGo app in the ‘live trains’ section, on our website here, on the National Rail website and on Customer Information Screens at stations.

D. Ticket buying facilities

Customers can purchase tickets on our website here, via the LumoGo app or on board our trains via our Customer Experience Ambassadors.


E. 
Availability of colleagues at the station for information provision and ticket sales

We do not manage any stations and therefore any services provided at the stations at which we call are the responsibility of the Station Facility Operator.  We are advocates of the ‘One Team’ approach to managing stations, which means that we work closely and regularly engage with the Station Facility 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, they should respond to your query or request in the same way as we would, regardless of whom you are travelling with.  Further information about the stations we serve can be found here.


F. 
How information to disabled persons and persons with reduced mobility is provided

How we can help with Passenger Assistance can be found here. Our Accessible Travel Policy is our commitment to delivering a consistent, excellent service, making journeys easy, convenient and accessible for all our customers.  Our Making Rail Accessible leaflet is available on request from all of the stations at which we call.


2. Punctuality and General Principles to cope with Disruption to Services

A. Lumo Train Service Performance

At Lumo we set ourselves high standards of train punctuality and make every effort to get customers to their destination on time.   The table below shows our train service performance for latest four weeks of service.

Period 12 Lumo Train Service Performance:

Performance area

Target

Actual

% of all trains arriving within 10 mins of their final destination

75.3%

TBC

% of all trains arriving within 3 mins of their final destination

TBC

TBC

% of all trains delayed at their arrival destination station by less than 60 minutes

TBC

TBC

% of all trains delayed at their arrival destination station by 60 – 119 minutes

TBC

TBC

% of all trains delayed at their arrival destination station by 120 minutes or more

TBC

TBC

We do not record the percentage of missed connections with other train services.

Where trains may be delayed or disrupted, we will make every effort to help customers.  Detailed information on this can be found in our ‘Pledges' which can be found on our website here.


B. Disruptions

Our arrangements for managing train service disruption is set out in our ‘Pledges' which can be found on our website hereWhen our services are disrupted, we will aim to issue information through our social media channels and information about incidents which cause significant disruption is available via Journey Check


C. Delay Compensation Policy

Our arrangements for compensation are set out here

To apply for Delay Repay compensation please visit our online Delay Repay portal


3. Cancellation of services

To apply for a refund, customers should go back to their point of purchase to obtain this.  If you bought your ticket through the Lumo website or app please visit our Refund Portal.

At Lumo we set ourselves high standards of train punctuality and make every effort to get customers to their destination on time.   The table below shows our train service cancellations for latest four weeks of service.

Period 12 Lumo Train Service Performance Cancellations:

Performance area

Target (all services)

Actual

% of all trains cancelled which were due to run

TBC

TBC


4. Cleanliness of Rolling Stock and Station Facilities 
A. Train Cleaning and Cleaning Intervals

At Lumo we do our very best to ensure that our trains are clean, well presented, comfortable with a full range of facilities available. Our Customer Experience Ambassadors 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 Coronavirus 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. We undertake regular auditing of our train cleaning arrangements.


B. Air conditioning and air quality

All of our trains are equipped with air conditioning. The train ventilation systems ensure a continuing supply of fresh air throughout the whole journey Should this fail our Customer Experience Ambassadors will do everything they can to move customers to an alternative coach.  Each of our trains has five Air Condition units on board. Our performance for these in the 2021 financial year was:

Performance area

Actual

Number of air con units out of service

0

Performance area

Actual (Days)

Length of time that these air con units were out of service

0



C. Availability of Toilets

Our trains are fitted with five toilets, of which two are accessible toilets. Our performance for these in the 2021 financial year was:

Performance area

Actual

Number of toilets out of service

0

Performance area

Actual (Days)

Length of time that these toilets were out of service

0


5. Customer Satisfaction Survey

We continuously monitor customer satisfaction across a range of channels and this will include the National Rail Passenger Survey (NRPS) provided by Transport Focus and information obtained through the Wavelength system operated by the Rail Delivery Group.

We also survey customers who have contacted us both pre and post journey using our contact centre.

All this customer feedback is used across the business by senior management to direct long term strategy, and tactically by customer-facing teams to help improve customer experience.

The latest National Rail Passenger Survey results can be found
here.


6. Complaint handling refunds and compensation

We’re committed to consistently delivering excellent service and making journeys easy and convenient for all our customers.  We know that things can sometimes go wrong, or we can do things differently, and we'd like you to tell us when this happens. 

Continuous improvement is important to us and the way we are set up means we’re able to quickly and effectively implement change based on our customers’ feedback, so we’ll use this to:

  • identify trends and the root causes of complaints.
  • assess and make changes to the way we work to continually improve our services.
  • review how we respond to feedback and how we can improve in doing so further.

We welcome your feedback and complaints as an opportunity to learn and help us to be better at what we do, with a key focus on safety related issues, as well as accessibility complaints. Our Complaints Handling Procedure can be found here.  There are multiple ways that you can contact Lumo, which can be found here.  You can also find an FAQ section on our website (Lumo Help). This page is regularly updated thanks to your feedback and is there to help you easily resolve your concerns. 

Total number of complaints

The number of complaints received from the start of Lumo services (25/10/21) to the end of Period 12 (05/03/22) was TBC of which TBC  were closed during this period.  It should be noted that some complaints are closed after the reporting year has ended, hence the difference in the figure between those received and closed.


Top Five categories of complaint
The top five complaints categories from the start of Lumo services (25/10/21) to the end of Period 12 (05/03/22) are displayed in the table below:

Complaint category

Number of complaints

Sufficient room for all passengers to sit/stand

225

Punctuality/reliability

180

Ticketing and refunds policy

107

Provision of information on website or mobile apps

90

Ticket buying facilities

79



Complaints Processing
Of the complaints received from the start of Lumo services (25/10/21) to the end of Period 12 (05/03/22) Lumo has a 99.2% closure rate within 20 working days, against a target of 95%.


Delay Compensation
Our performance in relation to delay compensation is detailed in the following table and will be updated every four weeks:

Metric

P8

P9

P10

P11

P12

a). Volume of claims received within period

617

999

697

341

1352

b). Volume of claims closed within period

370

1095

691

402

1357

c). Volume of claims approved within period

306

735

506

265

996

d). % closed within 20 working days

100.00%

100.00%

100.00%

100.00%

100.00%

e). Average time to close claims within period (working days)

2.66

2.54

2.28

2.56

2.64

f). Value of total delay compensation paid

TBC

TBC

TBC

TBC

TBC


Improvement Actions Undertaken
We continuously review key areas of concern and this drives investment for improvement as part of our business planning process.


7. Passenger Assistance

How we can help with Passenger Assistance including how you can book can be found here. Our Accessible Travel Policy is our commitment to delivering a consistent, excellent service, making journeys easy, convenient and accessible for all our customers.  Our Making Rail Accessible leaflet is available on request from all of the stations at which we call.

If pre booking in advance is not possible we also offer Turn-Up-And-Go.  We ask our customers to arrive at least 20 minutes before departure. We understand that not all customers are aware of the different ways they can get assistance when travelling by train, so we widely communicate that customers can request Passenger Assistance, and not only those with visible disabilities. We also want our customers to understand that booking Passenger Assist or using the Turn Up and Go service at a station is available for everyone who may need it, including those who are not travelling on their own. We ask our customers to arrive at least 20 minutes before departure  – this is a non-guaranteed assistance booking although we will endeavour to support wherever possible. 

Assistances Completed
In 2021 we completed 181 passenger assists.