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passenger assist with lumo

Find out about assisted travel, mobility help & accessible facilities. We want all our passengers to have an enjoyable and relaxing journey.

Our commitment at Lumo is to delivering a consistent, high quality service, making journeys easy, convenient and above all ensuring that accessibility is at the forefront of each and every stage of the customer journey.  Our aim is to ensure that the needs of customers, their companions and assistance dogs, requiring assistance are properly considered in all aspects of the customer journey, enabling them to travel confidently and independently.

We also recognise the importance of improving the accessibility of the rail network.  We therefore work with other organisations across our network (including Network Rail and Station Facility Operators) to deliver accessibility improvements to facilities, systems and service delivery.  Furthermore, we recognise the importance of implementing robust and customer focused processes that are consistent across the rail network and we will work proactively with stakeholders to achieve this goal.


Our Passenger Assist team are available 24/7, except Christmas Day and Boxing Day. All our customers can book assistance using any of these dedicated channels:

  • Via our webform:
  • By the Passenger Assistance by TransReport App (available through the App Store and Google Play)
  • By WhatsApp: 07816 123149 Simply message "Assisted Travel" to this number and our social media team can help with your booking (each day between 0600-2300, excluding Christmas Day and Boxing Day)
  • By email: passengerassistance@lumo.co.uk
  • By phone: 0800 031 8542
  • By text relay: 18001 0800 031 8542



When you have assistance booked on our services and we know that the journey is no longer viable due to engineering works, industrial action, or severe weather for instance, our Passenger Assist team will contact you to discuss your journey and make alternative arrangements or provide a refund if you choose not to travel. Where a potential issue is identified with less than 24 hours’ notice and we were not able to contact you, station colleagues will inform you when you arrive and discuss alternative arrangements with you.  Details of how to claim Delay Repay compensation can be found on our website at www.lumo.co.uk/help/delay-repay.

Our onboard Customer Experience Ambassadors are trained to recognise and help customers who may need assistance. They will communicate news of any service disruption and provision of alternative transport via the Passenger Information Systems or, where possible, in person.  The provision of Help Points, at some of the stations we serve, give a link to assistance teams 24 hours seven days a week (except Christmas Day and Boxing Day) who will also be able to assist you in re-planning your journey on our behalf.

Accessible Travel Policy

Our Accessible Travel Policy is our commitment to delivering an excellent service.
Find out more

Making Rail Accessible

We want all of our customers to have a safe and comfortable journey with us.
Download leaflet

Lumo Route Autism Guide

Use this guide whilst you travel with Lumo.
Lumo Route Autism Guide

Disabled Persons Railcard

Get 1/3 off train travel with a Disabled Persons Railcard.
Find out more

  1. Our Accessible Travel Policy Full details of our ‘Accessible Travel Policy’, which provides details of our commitments to making our services accessible, can be viewed here.
  2. Our Accessible Travel Policy Passenger Leaflet: Making Rail Accessible: Helping Older and Disabled Passengers: a summary of practical information about travelling on our services and the wider rail network.
  3. Lumo Route Autism Guide; we offer a route guide specifically designed for people with autism.  You can find it here to download or print it at your leisure.
  4. Our stations accessibility information: Available on our website at Where We Go.
  5. Our trains accessibility information: Available on our website at Onboard, providing details of the accessible features on our trains.
  6. Assistance Dogs UK Card: Available to download here.

All our leaflets are available to download both in standard and accessible formats. Our Accessible Travel Policy Passenger Leaflet is available from any staffed station where we call.

Our Passenger Assist team are available 24/7, except Christmas Day.  To make sure that our colleagues can give you the best service and notify you if there is anything that will affect your journey, we recommend booking assistance at least two hours before your journey.