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.

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.
You can make changes to your Advance ticket by contacting us here, where one of our team will be able to help change your ticket. We can help you change the time and date for the best available ticket for your needs.
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.
Advance tickets are non-refundable. However, to allow customers to book with confidence, from 21 June until 31 December 2021, you can request an evoucher for the full value of an Advance ticket you no longer intend to use. Please complete our refund form here

Requests must be made no later than 18:00 the day before travel. The 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 rail journey of your choice in the future. You must have a Lumo account in order to receive an evoucher.
Bike reservations can be made at the time you book your ticket, through our website or mobile app. If you wish to take a bicycle on our trains, you need to ensure you have a reservation, as these are madatory. Spaces are limited, so make sure you book as far in advance as you can.
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.
In the unfortunate event that your journey with us is delayed by 30 or more minutes, you may be entitled to claim compensation against the cost of your ticket. To find out more information, take a look here.
For all media enquiries, please email lumopr@grayling.com. Please note this inbox is only operational from 08:30 - 17:30, Monday to Friday.

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