Our commitment to delivering an excellent service for all.
Our commitment at Lumo is to delivering a consistent, high quality service, making journeys easy, convenient and above all ensuring that accessibility is at the forefront of each and every stage of the customer journey. Our aim is to ensure that the needs of customers, their companions and assistance dogs, requiring assistance are properly considered in all aspects of the customer journey, enabling them to travel confidently and independently.
You can arrange Passenger Assistance for your entire journey, buy a ticket and reserve a seat by:
- Calling 0800 031 8542 (except Christmas Day and Boxing Day when we are closed)
- Our Whatsapp: 07816123149
- Via our webform: www.railhelp.co.uk/lumo/passenger-assist
- Using the Transport App (available through the App Store)
- By email: passengerassistance@lumo.co.uk
- By text relay: 18001 0800 031 8542
We offer the ability to book and reserve assistance 2 hours before you travel for same day travel, although a 'turn up and go' service is also available if you have not made an assistance request in advance.
Customer’s booking passenger assistance with Lumo or connecting from another operator, please note our station assistance teams may have limited resources to help with and transfer your luggage, please refer to our onboard luggage policy.
policy documents
Our Accessible Travel Policy Passenger Leaflet [PDF, 502.6 KB]is available to download, in accessible format, or is available from any staffed station where we call. Our Passenger Assist team are available 24/7, except Christmas Day and Boxing Day. We recommend booking assistance at least two hours before your journey.
delay repay
When you have assistance booked on our services and we know that the journey is no longer viable, our Passenger Assist team will contact you to discuss your journey and make alternative arrangements or provide a refund if you choose not to travel. Where a potential issue is identified with less than 24 hours’ notice and we were not able to contact you, station colleagues will inform you when you arrive and discuss alternative arrangements with you. Details of how to claim Delay Repay compensation can be found here.
when things go wrong
When your assistance was booked for travel on one of our trains and it was not delivered, we will provide both compensation and a response. You can claim this by contacting our Passenger Assist team. If you were travelling on another train company’s service for all or part of your journey, you can choose to complain to them directly, or we can liaise with them on your behalf. If you are requesting Passenger Assist redress following an issue, you will need to provide a copy of your train tickets, along with your Passenger Assistance reference number, which can be found on your confirmation email.
FAQs
Please note that whilst this refers to assistance in general, we may not always be able to guarantee the availability of the wheelchair user space in cases where a train may have left its origin station where reservations are uploaded and displayed before a booking for a wheelchair user space has been made. Wheelchair user spaces are limited so we will expect prams and luggage to be moved to ensure access for wheelchair/scooter users, so that they can be accommodated. Our colleagues will request that items left in these areas are promptly removed and stored in an alternative area.
When you have booked assistance and it has not been delivered, you will be eligible for compensation for your journey. When your assistance was booked for travel on one of our trains, we will provide both compensation and a response. Where assistance has not been provided due to a delay, and both Delay Repay and Passenger Assist redress could apply, you will be entitled to compensation for both issues, up to a combined value of your purchased ticket for that journey.
If you have experienced other issues with assistance which have not caused delay, please let us know, providing your Passenger Assistance reference number where available, and we will consider compensation on a case-by-case basis.
You can contact us:
- Calling 0800 031 8542 (except Christmas Day and Boxing Day when we are closed)
- Via Whatsapp 07816123149
- Via our webform: www.railhelp.co.uk/lumo/passenger-assist
- Using the Transport App (available through the App Store)
- By email: passengerassistance@lumo.co.uk
- By text relay: 18001 0800 031 8542
We ask that customers requesting assistance consider the size and weight of their luggage as station staff members must be able to safely lift and carry items. In addition, many of our stations are single staffed, so please consider how much luggage one member of staff will be able to help you with whilst assisting you on your journey.