Refunds and ticket changes

Which ticket do you have?

Lumo offer two types of tickets:

• LumoFixed tickets are our best value tickets and are only valid on the date and train you have booked. There’s no fee to change if you book direct with us, you’ll just need to pay any difference in the price for the new service.
• Anytime tickets can be used on any of our trains on the date on your ticket (or for return tickets, to come back any date within a month).

How do I change my ticket?

If you would like to change your LumoFixed or Anytime ticket, you will first need to purchase the new ticket directly through our website or app. Once you have done this, head to our refund portal to request a refund for the ticket you no longer require, and when prompted, select "Rescheduled Journey" as your reason. You will need to provide the booking reference for your new ticket(s).

 

Please note, refund requests for cancelled or disrupted services cannot be submitted until after your scheduled date of travel.


Am I entitled to a refund?

If you can no longer make your journey you may receive a refund or eVouchers dependant on your ticket type.

• Anytime tickets for Lumo services only will receive a full refund, subject to a £10 admin fee.
• LumoFixed tickets are non-refundable. However, to allow customers to book with confidence, from 21 June 2021 until 30 September 2022, you can request an eVoucher for the full value of a LumoFixed ticket you no longer intend to use.*

* Requests for LumoFixed eVouchers must be made no later than 18:00 the day before travel. EVouchers will be valid for 12 months from the date of issue and can be used to pay in full or in part for another Lumo journey of your choice in the future. You must have a Lumo account in order to receive an eVoucher.


How do I apply for a refund/evoucher?

Please complete our refund form here.