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  • 10:54 Edinburgh to London Kings Cross due 14:56

delay Repay

did you arrive late to your destination because of disruption to one of our trains? claim compensation on journeys delayed by 30 minutes or more.

If you experienced any disruption resulting in your service being cancelled and you did NOT travel, please claim a refund from your ticket retailer, if you purchased your ticket with Lumo go to our Refunds Portal.

If you used your ticket on alternative services incurring a delay on reaching your final destination, please use our Delay Repay Portal.

Can I claim delay repay?


When your journey with us is delayed by 30 minutes or more, we’ll provide you Delay Repay compensation for the inconvenience that you have experienced.  All ticket holders can 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 journey check.

We offer different ways for you to receive your compensation, including as charity donations. The easiest and quickest way to claim for Delay Repay compensation is through our website at delayrepay.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 you:

•    Booked an Advance ticket through lumo.co.uk or through the LumoGo app.
•    Made your journey including at least one leg travelling with us.
•    Previously registered to receive Auto Delay Repay using the same email address as used with your Lumo account.

 
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

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:
Customer FAQs.


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.


Rail Industry Customer Information Pledges

View the pledges here.

FAQs

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

Use the table below to calculate the amount of Delay Repay Compensation you're entitled to. Divide the cost of your Season Ticket type over the number underneath delay times.

Season Ticket Type

30 to 59 Minutes

Above 60 Minutes

Weekly

20

10

Monthly

80

40

Quarterly

240

120

Annual

928

464

 

When the claim is approved, compensation should be with you within the following 10-15 working days.

It’s your right to receive your compensation in the same way as you paid for your ticket, providing you submit your claim within 28 days of the date of travel. The full range of repayment options available through the online form are:

  • Electronic bank transfer (BACS)
  • Credit/debit card
  • Cheque
  • Lumo Trains e-vouchers
  • Charity contribution to Action for Children

There are a number of reasons as to why a claim may be unsuccessful. The most common reasons are below.

  • The delay was less than 30 minutes
  • The same claim was submitted twice for the same journey
  • Incorrect journey details were provided
  • The claim was submitted outside of 28 days of travel
  • The ticket has already been claimed against
  • The journey was taken with a different train operator and your claim was referred to the operator responsible for the delay to respond to

If you wish to appeal against an unsuccessful claim, please email details of your appeal to us at customerexperience@lumo.co.uk

You can also submit a compensation claim by post. You can do this by downloading the online form and posting this to us at the below address.

Click here to download an online form.

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 the address*:

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.

 

*Important: this is a Freepost address so you must address the envelope exactly as indicated. Do not add any additional addresses. No stamp is required.

Delays under 30 minutes - no compensation is due.

Delays of 30 to 59 minutes - we will pay 50% of the cost of your single ticket or 25% of your return ticket.

Delays of one hour or more - we will pay the full cost of your single ticket or 50% of the cost of your return ticket.

Compensation is in line with our customer charter.

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

Simply visit our Delay Repay portal and complete your claim within 28 days of travel. You can also log in or register on our Delay Repay portal so you can keep track of any previous claims. Make sure you claim with the correct train operator of the service you travelled on and experienced a delay.