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Help

Having a spot of bother? Not to worry—we've got you covered with this handy support hub. 

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.

Anytime tickets for Lumo services will receive a full refund, subject to a £10 admin fee.

LumoFixed tickets are non-refundable. However, to allow customers to book with confidence, from 31 March 2022 until 30 September 2022, you can request an evoucher for the full value of a LumoFixed ticket you no longer intend to use.

Please complete our refund form here.

Requests for LumoFixed evouchers must be made no later than 18:00 the day before travel. Evouchers will be valid for 12 months from the date of issue and can be used to pay in full or in part for another Lumo journey of your choice in the future. You must have a Lumo account in order to receive an evoucher.

For all Advance purchase fares booked on our website our system will automatically reserve a seat free of charge. For Anytime, Off-Peak or Super Off-Peak fares the site will ask whether you want a seat reserved. This is in case you have not made a decision on when you want to travel or would prefer not to be tied down to a particular train. We are not always able to reserve seats. This could be because: The train services you are travelling on do not offer seat reservations. e.g. if it is a short journey. The train on which you wish to travel is full at the time of booking. The train company may not have released seat reservations yet. This is done up to 12 weeks ahead of travel. Even without a seat reservation your tickets are still valid and you can sit in any vacant unreserved seat for the appropriate class of travel for your journey.

To change your Advance ticket, you will first need to purchase a ticket for your new journey directly through our website or app. Once you have done this, head to our refund portal to request a refund for the ticket you no longer require, and when prompted, select "Rescheduled Journey" as your reason. You will need to provide the booking reference for your new ticket(s).

 

If you want to change one of these tickets, just log into your account, choose the ticket and then select the Amend Journey option. We will then show you what tickets are available for that journey, on a different time and date, where required.
Here at Lumo, we understand our customers wish to keep their luggage close by, and that what they are travelling with is important, 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.  We only allow customers to bring with them a maximum of ONE medium sized suitcase (height 63cm x width 41cm x depth 27cm) and ONE small bag, rucksack or holdall, that is small enough to fit either on your lap or under the seat in front of you (please read our Customer Charter for more information). Any luggage carried that exceeds these limits is carried at our discretion and may be refused or a charge can be imposed for additional items of luggage, or for excessively large or bulky items.

Lumo do not accept non-foldable bicycles as we do not have enough space for them on board, however we have partnered with FIRSTLUGGAGE to transport your bicycles anywhere you need them – for a quote to transport your bicycle to your destination please visit 

LumoLuggage

Folding bikes are welcomed onboard Lumo and will not be subject to prebooking requirements.  Just pack your bike up before boarding the train and store it in the luggage stacks.

Children under the age of 5 can travel on our trains free of charge, so you will not need to buy a ticket. Please keep in mind that they will not have a reservation, so might have to stand or sit with you. If you want to guarantee a seat for them, you should buy a child ticket. One of the cheapest ways to purchase a child's fare is by using a Family Railcard. This provides a 33% discount on adult fares and a 60% discount on child fares when all travelling together. To find out more visit www.familyandfriends-railcard.co.uk.
For all media enquiries, please email lumopr@grayling.com. Please note this inbox is only operational from 08:30 - 17:30, Monday to Friday.
We aren’t planning on adding any more stations to our route at present but we do sell connecting tickets so you can travel on to your intended destination.
Please take a look at our timetable page to view our most up to date timetable Time Table
You can currently book up to 24 weeks in advance, with the exception of dates when our services will be impacted by engineering, which will usually be available for booking around 8 weeks before travel.

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.

 Our Customer Experience Ambassadors will be visible across the train throughout your 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.

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

Lost Property

 

Morpeth

Northern

Ticket office

 

Mon – Fri 06:30 – 17:30

Saturday 06:30 – 13:00

Sunday Closed

0800 200 6060

 

Newcastle

London North Eastern Railway

Main concourse

 

Mon – Sat 06:15 – 21:00

01163 663 587

 

Stevenage

Great Northern

Ticket office

Mon – Sun 07:00 – 22:00


Lost Property

London King’s Cross

Excess Baggage Company

Main concourse

Mon-Sun 09:00 – 17:30

Lost Property

 

How we handle complaints

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Delay Repay

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