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customer information Pledges

We understand how important it is that you get the right information about your journey as quickly and as accurately as possible.  That’s why, along with the rest of the Rail Industry, we’ve signed up to meeting Customer Information Pledges.  These pledges are designed to ensure consistency between operators and to give you a more seamless journey, particularly during instances of disruption. 

Details of all the individual pledges themselves can be found at Customer Information Pledges | Rail Delivery Group

Our Commitment to the Customer Information pledges

Whilst we’re already meeting many of the Customer Information Pledges, there are some where we’ve yet to deliver a full solution.  Rather than put the full list of pledges, we’ve put the information on those we’ve yet to achieve below into handy ‘drop down’ sections.  That way you can see how we’re planning to improve to make things better for you.

We will review these on annual basis, or some individual pledges more frequently, where we need to make changes.

For details of specific incidents happening at the moment involving our services, please visit our Live Disruption page.  We’ll be publishing a guide to how we keep you informed during disruption shortly and will link to this from here.

Otherwise, here's the pledges we’re delivering now and what we have planned to make things even better for you.



Through collaboration with Network Rail (NR) and the Rail Delivery Group (RDG) we have worked to produce our Pledges, which is the new industry way to outline what good looks like. Please visit https://www.raildeliverygroup.com/uk-rail-industry/about-my-journey/pledges.html to find out more information.


We commit to:

 

 Number of Pledges Pledges Completed
 Pledges Outstanding
 4  4  0

 

 

 Number of Pledges Pledges Completed
 Pledges Outstanding
 1  1  0

 

 

 Number of Pledges Pledges Completed
 Pledges Outstanding
 9  9  0

 

 

 Number of Pledges Pledges Completed
 Pledges Outstanding
 6  6  0

 

 

 Number of Pledges Pledges Completed
 Pledges Outstanding
 4  4  0

 

 

 Number of Pledges Pledges Completed
 Pledges Outstanding
 6  6  0

 

 

 Number of Pledges Pledges Completed
 Pledges Outstanding
 17  17  0

 

 

 Number of Pledges Pledges Completed
 Pledges Outstanding
 9  8  1

 
What's outstanding?

Pledge

Action

Update

Completion date

Encouraging you to ask for help, whether that’s before you travel, on the day if you need it or after you’ve travelled.

Sending you a post journey email to find out how your journey went and if there’s any post journey support you need.

We’re currently looking at what feedback mechanism we can use to contact you about your journey.

March 2024


Encouraging you to sign up to our notification service, and we’ll make sure to explain the benefits.

Creating a ‘Cheap Ticket Alerts’ service so that you can get an update when our best value tickets become available.

We’re currently working on this functionality and will share this with customers when it becomes live.

March 2024

 


 

 Number of Pledges Pledges Completed
 Pledges Outstanding
 16  12  4

 


What's outstanding?


Pledge



Action



Update



Completion date



We will enable you to register for ticket availability alerts, so you know when tickets are available to book for your chosen travel date





Creating a ‘Cheap Ticket Alerts’ service so that you can get an update when our best value tickets become available



We’re currently working on this functionality and will share this with customers when it becomes live



March 2024



We will show you where rail replacement buses are in real-time, to help reassure you.



To provide a link to direct bus information that let’s you know where they are so you are kept informed.




We have specified that we would like our supplier to provide this functionality and are awaiting their response on how they can deliver this.





To be confirmed




We will publish a plan, so that you know what to expect when things go wrong. This will mean we deliver a consistent approach to getting you moving again if things go wrong.





Create a plan which clearly communicates what we do when there is disruption to your journey.



We’ll create a guide that shows how we deal with disruption and share information with you to help keep you informed so you can plan your journey



November 2023



We will use technology so that we can offer advice that is personal to you and the time you’re travelling.




Give you live journey updates in our app so you know what platform our train is going from when you get to the station and if there is a change to this.





We are working with out app supplier to see how we can develop this functionality.



To be confirmed



We will make improvements to ensure information is accessible and inclusive to everyone, including alternative languages and formats.



Ensure that our website is regularly checked and maintained to the highest WCAG standards.




We’ve worked with the Shaw Trust, (a social purpose organization who’s aim is to challenge inequality and break down barriers to social mobility) to assess our website and make changes to improve its accessibility. We’re now working through these changes so we can receive accreditation for our website.





To be confirmed







How are we performing

This is Lumo’s commitment to you and the provision of a standard of service which we hope not only exceeds your expectations, but also reassures you in your choice of how to travel.  Regulation 1371/2007 on Rail Passengers’ Rights and Obligations requires us to set out our service quality standards in respect of:

  1. Information and Tickets
  2. Punctuality of services, and general principles to cope with disruptions to services
  3. Cancellation of services
  4. Cleanliness of rolling stock and station facilities (air quality in carriages, hygiene of sanitary facilities etc)
  5. Customer satisfaction survey
  6. Complaint’s handling, refunds and compensation for non-compliance with service quality standards
  7. Assistance provided to disabled persons and persons with reduced mobility


Here you will find how Lumo delivers these standards and our annual Service Quality Report.

1. Information and Ticket
A. 
Provision of travel information during the journey

All of our trains have clear signage throughout, giving information about the location and availability of onboard toilets, priority seating and other facilities.  Customers can also ask any Customer Experience Ambassador onboard a Lumo train for this information.  Information regarding the next station will be announced onboard by our Customer Experience Ambassadors and in the case of delays, our Customer Experience Ambassadors will announce information at appropriate intervals.  Information about incidents which cause significant disruption is available from Lumo’s Website via Journey Check

Safety information can be found onboard, and the Customer Experience Ambassadors will also make announcements shortly before departure. Further information about security can be found here.

B. How requests for information are handled at the station

We do not manage any stations and therefore any services provided at the stations at which we call are the responsibility of the Station Facility Operator.  We are advocates of the ‘One Team’ approach to managing stations, which means that we work closely and regularly engage with the Station Facility Operators and other operators at the stations we serve.  For our customers, this means that whoever you speak to, or deal with at a station, they should respond to your query or request in the same way as we would, regardless of whom you are travelling with. Further information about the stations we serve can be found here.


C
How information about train schedules, tariffs and platforms is provided

Our timetables are available on website here or through our app LumoGo which can be downloaded from your local app store.

Information about train platforms can be found on the 
National Rail website and on customer information screens at stations

Information about train platforms can be found on our LumoGo app in the ‘live trains’ section, on our website here, on the National Rail website and on Customer Information Screens at stations.

D. Ticket buying facilities

Customers can purchase tickets on our website here, via the LumoGo app or on board our trains via our Customer Experience Ambassadors.


E. 
Availability of colleagues at the station for information provision and ticket sales

We do not manage any stations and therefore any services provided at the stations at which we call are the responsibility of the Station Facility Operator.  We are advocates of the ‘One Team’ approach to managing stations, which means that we work closely and regularly engage with the Station Facility Operators and other operators at the stations we serve.  For our customers, this means that whoever you speak to, or deal with at a station, they should respond to your query or request in the same way as we would, regardless of whom you are travelling with.  Further information about the stations we serve can be found here.


F. 
How information to disabled persons and persons with reduced mobility is provided

How we can help with Passenger Assistance can be found here. Our Accessible Travel Policy is our commitment to delivering a consistent, excellent service, making journeys easy, convenient and accessible for all our customers.  Our Making Rail Accessible leaflet is available on request from all of the stations at which we call.


2. Punctuality and General Principles to cope with Disruption to Services

A. Lumo Train Service Performance

At Lumo we set ourselves high standards of train punctuality and make every effort to get customers to their destination on time.   The table below shows our train service performance for latest four weeks of service.

1 Apr 2023 - 31 Mar 2024 Lumo Train Service Performance:

Performance area Recorded
% of all trains arriving within 10 mins of their final destination 76.40%
% of all trains delayed at their origin departure station 18.20%
% of all trains delayed at their arrival destination station 43.90%
% of all trains delayed at their arrival destination station by 61 - 120 minutes 0.60%
% of all trains delayed at their arrival destination station by 120 minutes or more 0.20%



We do not record the percentage of missed connections with other train services.

Where trains may be delayed or disrupted, we will make every effort to help customers.  Detailed information on this can be found in our ‘Pledges' which can be found on our website here.


B. Disruptions

Our arrangements for managing train service disruption is set out in our ‘Pledges' which can be found on our website hereWhen our services are disrupted, we will aim to issue information through our social media channels and information about incidents which cause significant disruption is available via Journey Check


C. Delay Compensation Policy

Our arrangements for compensation are set out here

To apply for Delay Repay compensation please visit our online Delay Repay portal


3. Cancellation of services

To apply for a refund, customers should go back to their point of purchase to obtain this.  If you bought your ticket through the Lumo website or app please visit our Refund Portal.

At Lumo we set ourselves high standards of train punctuality and make every effort to get customers to their destination on time.   The table below shows our train service cancellations for latest four weeks of service.

1 Apr 2023 - 31 Mar 2024 Lumo Train Service Performance Cancellations:


Performance area Recorded
% of all trains cancelled which were due to run 2.70%


4. Cleanliness of Rolling Stock and Station Facilities 
A. Train Cleaning and Cleaning Intervals

At Lumo we do our very best to ensure that our trains are clean, well presented, comfortable with a full range of facilities available. Our Customer Experience Ambassadors undertake regular in transit, on the go cleaning as well as an extensive turn around clean at terminus stations, making sure all our trains are cleaned and remain clean whilst you travel. The train ventilation systems ensure a continuing supply of fresh air throughout the whole journey. Cleanliness and hygiene are high on Lumo priorities and through our Coronavirus compliant practices, we target our cleaning on key customer on train touchpoints such as handrails, door buttons, arm rests, seat top handles, tables, toilets and sink surfaces. Both in between services and throughout each journey, all our Customer Experience Ambassadors will ensure the environment is clean and have received clear training and guidance regarding standards that will make sure you can relax and feel comfortable during your travel experience. At regular intervals the Customer Experience Ambassadors will pass through the carriages collecting rubbish, disposing and where practicable, separating items for recycling. Additional deep cleaning will take place overnight prior to the next day’s service.  All processes and practices are driven to enhance your travel experience. We undertake regular auditing of our train cleaning arrangements.


B. Air conditioning and air quality

All of our trains are equipped with air conditioning. The train ventilation systems ensure a continuing supply of fresh air throughout the whole journey Should this fail our Customer Experience Ambassadors will do everything they can to move customers to an alternative coach.  Each of our trains has five Air Condition units on board. Our performance for these during 1 Apr 2023 - 31 Mar 2024 was:

Performance area Recorded
Air con availability onboard 100%


C. Availability of Toilets

Our trains are fitted with five toilets, of which two are accessible toilets. Our performance for these during 1 Apr 2023 - 31 Mar 2024 was:

Performance area Recorded
Toilet availability onboard 96%

5. Customer Satisfaction

We continuously monitor customer satisfaction across a range of channels.  This includes the Wavelength system operated by the Rail Delivery Group and our internal Customer Service Assessment Tools  We will also be launching a new Mystery Shopping system towards the end of the year.

Furthermore, we survey customers who have contacted us both pre and post journey using our contact centre.

All this customer feedback is used across the business by senior management to direct long term strategy, and tactically by customer-facing teams to help improve customer experience.

The latest National Rail Passenger Survey results can be found here.


6. Complaint handling refunds and compensation

We’re committed to consistently delivering excellent service and making journeys easy and convenient for all our customers.  We know that things can sometimes go wrong, or we can do things differently, and we'd like you to tell us when this happens. 

Continuous improvement is important to us and the way we are set up means we’re able to quickly and effectively implement change based on our customers’ feedback, so we’ll use this to:

  • identify trends and the root causes of complaints.
  • assess and make changes to the way we work to continually improve our services.
  • review how we respond to feedback and how we can improve in doing so further.

We welcome your feedback and complaints as an opportunity to learn and help us to be better at what we do, with a key focus on safety related issues, as well as accessibility complaints. Our Complaints Handling Procedure can be found here.  There are multiple ways that you can contact Lumo, which can be found here.  You can also find an FAQ section on our website (Lumo Help). This page is regularly updated thanks to your feedback and is there to help you easily resolve your concerns. 

Total number of complaints

The number of complaints received during period one (01/04/23 – 31/03/24) was 2,697, of which 99.70% were closed during a 20 day working period.  It should be noted that some complaints are closed after the reporting year has ended, hence the difference in the figure between those received and closed.

Metric 1st Apr 2023 - 31st Mar 2024
a). Volume received 2,697
b). % closed within 10 working days 96.80%
c). % closed within 20 working days 99.70%

 


Top Five categories of complaint
The top five complaints categories for Lumo services during 1 Apr 2023 - 31 Mar 2024 are displayed in the table below:

Complaint category Number of complaints
Punctuality & Reliability 498
Tickets and Refunds 291
Sufficient Room to Sit / Stand 238
Compensation Claim Process 178
Claim Rejected 133

 

Delay Compensation
Our performance in relation to delay compensation is detailed in the following table and will be updated every four weeks:

Metric 1st Apr 2023 - 31st Mar 2024 Total P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13
Volume of claims received 41,931 2,068 2,559 3,875 2,514 2,542

3,199

2,792

7,855

3,423 5,194 2,427 1,601 1,882
Volume of claims Approved 34,042 1,705 2081 3,176 2,007

2,096

2,471

2,222

6,257

2,765 4,474 1,920 1,299 1,553
Total delay compensation paid £1,616,817 £70,117 £92,900 £171,796 £87,467

£126,776

£112,342

£100,458

£270,378 £141,040 £196,827 £136,968 £59,553 £50,195


Improvement Actions Undertaken
We continuously review key areas of concern and this drives investment for improvement as part of our business planning process.


7. Passenger Assistance

 

How we can help with Passenger Assistance including how you can book can be found here. Our Accessible Travel Policy is our commitment to delivering a consistent, excellent service, making journeys easy, convenient and accessible for all our customers.  Our Making Rail Accessible leaflet is available on request from all of the stations at which we call.

If pre-booking in advance is not possible we also offer Turn-Up-And-Go.  We ask our customers to arrive at least 20 minutes before departure. We understand that not all customers are aware of the different ways they can get assistance when travelling by train, so we widely communicate that customers can request Passenger Assistance, and not only those with visible disabilities. We also want our customers to understand that booking Passenger Assist or using the Turn Up and Go service at a station is available for everyone who may need it, including those who are not travelling on their own. We ask our customers to arrive at least 20 minutes before departure  – this is a non-guaranteed assistance booking although we will endeavour to support wherever possible. 

Assistances Completed
During the period 1 April 2023 - 31 Mar 2024 we completed 2575 passenger assists.