Delay Repay


How to claim delay repay


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 journeycheck section of our website at www.lumo.co.uk

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 lumo account, 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 lumo WEBSITE or through the lumo 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 in order 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.

How does Delay Repay affect my rights under the Consumer Rights Act?

Our policy does not in any way limit or exclude your legal rights under the Consumer Rights Act of 2015. 
Under the Consumer Rights Act, you may be able to claim extra compensation if you incur costs as a result of our failure to provide the expected service. If you think this applies to you, please get in touch with our Customer Services team and tell us what happened so we can look into it.  

We examine each claim on a case-by-case basis and aim to get back to you within 20 working days. For more information on the Consumer Rights Act and how it affects you, you can read more about it here.