Lumo prioritises accessibility with new online tool

The leading open access rail operator Lumo has enhanced the virtual tour digital tool on its website to provide reassurance to customers who are keen to explore the train’s accessibility features ahead of travel.

Working closely with industry-renowned specialists and long-term visual partners Ocean 3D, Lumo arranged for full 3D mapping of its fully electric train fleet in order to allow a full virtual tour for customers prior to boarding. The latest version has even more detail than the previous version and includes Lumo’s recently upgraded seating.

More than eight million people in the UK suffer with some form of anxiety. Pre-empting journeys and visualising environments online before a trip has proven to help significantly reduce that stress. In addition, individuals with accessibility requirements and those who may regularly require the onboard facilities often benefit from being able to fully understand their environment before joining a service.

A 360 virtual tour allows our customers who live with autism, those that experience anxiety and those with additional accessibility requirements, to explore all areas of the train providing a comprehensive view of what to expect when travelling with Lumo.

The new virtual tour has already boosted visitors to the facility by 49% in its first month, compared to the previous version. Its predecessor enabled more than 14,200 people to explore Lumo trains during its' lifetime and it is anticipated the new version will prove even more popular.

Jen Clare, Service Delivery Director at Lumo, said: “Supporting everyone in the community who uses our rail services is extremely important. We want every customer to feel welcome and reassured when they choose a Lumo journey.

“Whether it’s helping people who have anxiety or accessibility needs or just providing an interesting tool for other customers to explore, we were keen to upgrade our 3D visual mapping and ensure the capability is there for people to explore our trains.”

Chris Wood, Director of Ocean 3D, added: “I started Ocean 3D in 2018 with the aim of making the world more accessible, one space at a time, using technology that most people already have in their pocket. There’s no app to download and no specialist equipment required. People are already familiar with this kind of 3D mapping when booking a holiday or a hotel, but it also has real value when it comes to accessibility and confidence.

“Transport, and rail in particular, is an ideal environment for this approach. We’d supported Lumo previously, but with onboard upgrades and advances in the technology it was the right time to reshoot.

“I have a military reserve background and understand the challenges people with PTSD and anxiety can face, and both Paul Barker and I also have close lived experience of SEND within our families. That means this work is personal for us.

“If giving people the chance to familiarise themselves in advance helps them feel more confident about taking a journey on Lumo, then the technology is doing exactly what it’s meant to do. It was a pleasure working with a Lumo team who were so supportive and engaged throughout.”

Lumo recently achieved one of the top three places in the nationwide rail customer experience survey published in December 2025.