saftey & Security

We want you to feel safe and secure when travelling with Lumo, take a read of how we intend to do that
With Lumo you deserve to feel confident and comfortable. Find out more about how we keep our passengers & colleagues safe and help you to travel well beyond expectations. All of our colleagues take part in training programmes so that they can confidently and safely deal with a range of situations and circumstances.  We have on-train security systems, including CCTV for your safety and comfort and undertake regular security checks through our on-board Customer Experience Ambassadors.


Lumo Security Poster - See it, Say it, Sorted
Lumo Security Poster - See it, Say it, Sorted

SEE IT. SAY IT. SORT IT.

We ask that you keep your luggage and personal belongings with you or in sight when you travel with us and if you see something suspicious, or you feel unsafe for any reason when you’re travelling with us, inform our onboard Customer Experience Ambassadors, or you can contact the British Transport Police by:

  • The Railway Guardian App (available through the app store)
  • Phone: 0800 40 50 40
  • Text: 61016

If it's an emergency, please call 999.


British Transport Police. Text 61016. Report crime or incidents on your train or at your station - discreetly
British Transport Police. Text 61016. Report crime or incidents on your train or at your station - discreetly

BRITISH TRANSPORT POLICE


Lumo partners with the British Transport Police to prioritize passenger safety. Their officers travel on our trains, ensuring a secure and punctual commute for the public. In incidents requiring assistance, the British Transport Police is readily available. Find out more about the British Transport Police.


When should I contact the British Transport Police?

Text 61016*, report via the Railway Guardian app (available through the app store) or call 0800 40 50 40 when:

You want to report an incident discreetly that has already happened.
Issues are affecting you at the station or on-board the train.
You have a general police enquiry.

*Your mobile service provider may issue a small charge to text 61016. The exact cost will depend on your network and tariff.
The text number is monitored 24/7 and, while it is not for reporting emergencies, British Transport Police will send officers if required. You can visit their website at www.btp.police.uk.

Dial 999 when:

•  A crime is happening.
Someone suspected of a crime is nearby.
Someone is injured, being threatened or in danger.

CCTV and Body Cameras

All of our trains, and most of the stations we serve have CCTV systems, which means a safer environment for our customers and colleagues  Some of our colleagues also wear small body cameras or ‘Body Worn Videos’.  These measures are for everyone’s safety and security, allowing us to capture incidents on film so that we can deal with them when they’re reported. 



Be aware campaign
Be aware campaign

BE AWARE.
PROTECT YOURSELF FROM THEFT.

'Be Aware' campaign is here to help you protect your stuff from thieves who might snatch your things while you're traveling on trains. Find out more from the British Transport Police here.


project servator
project servator

PROJECT SERVATOR

Met Police Servators are there to provide reassurance and protection against risks of criminal activity, including terrorism. Find out more here.

If you see something suspicious, please tell a police officer, use the online form to tell us about possible terrorist activity or call the confidential Anti Terrorist Hotline on 0800 789 321, or if it's an emergency, call 999.

On X.com, follow #ProjectServator.


Luggage safety
Luggage safety

SAFETY ONBOARD


Your safety at station platforms and while boarding is our key priority that's why we kindly remind you to keep an eye on your luggage and be mindful of fellow customers when embarking onboard.

If you are unsure of our luggage limits please see our luggage policy at www.lumo.co.uk/luggage.

Larger luggage that goes over the specified luggage dimensions may cause a risk to yourself, staff and others onboard so please make sure to bring only the permitted luggage onboard.