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.
which ticket do you have?
- journey changes
- refunds
am I entitled to a refund?
If you can no longer make your journey you may receive a refund or eVouchers depending on your ticket type. If your connecting service operated by another train company is affected by the industrial action, you can claim a refund through the point of purchase for the entire journey should you wish not to travel. For more information visit our dedicated industrial action page.
how do I change my ticket?
If you bought your ticket direct from our Lumo website and would like to change your Lumo train ticket, you can change your journey whilst signed into your account. Go to:
1) Payment Details
2) Click "amend" on your selected ticket
3) Select "change date" or "change time"
Please note that some tickets may be subject to an admin fee. You can find more detailed information in our tickets page.
how do I apply for a refund or e-voucher?
If you would like to request a refund, head to our refund webpage to receive a refund for the ticket you no longer require. If you bought your ticket from a third party retailer we would advise you to request a refund directly from your point of purchase.
Please note, refund requests for cancelled or disrupted services cannot be submitted until after your scheduled date of travel.
FAQs
- Anytime tickets on Lumo services only can receive a full refund or an E-Voucher, both are subject to a £5 admin fee.
- If an Anytime, Advance or LumoFixed ticket refund is requested within 24 hrs of the original purchase, there will be no £5 admin fee applied.
- LumoFixed or Advance tickets are non-refundable unless requested within 24 hrs of the purchase.
- LumoFlex tickets are refundable up to 23.59 the day before travel, however on and after the date of travel are non-refundable.
Please note that LumoFixed, LumoFlex, and LumoAny tickets cannot be changed after the original travel date has passed. For more information about our ticket types, please visit our tickets page.
All ticket dates MUST be applied for through the same portal. A refund CANNOT be processed through the Lumo portal and a subsequent rebook to change the date through another retailer.
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