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Refunds

If your journey was delayed, cancelled or your plans changed, click here to review your refund options.

Change your ticket

Plans changed? Not to worry, click here to find out how to amend your tickets.

Travel Information

Click here to find out more about our timetable, fares and seat reservations.

Passenger Assist

If you require assistance when you travel, our Passenger Assist team is on hand to support all of your needs.

Need help with something else?

Lumo Contact

Refund Enquiry

HAVE YOU USED YOUR TICKET ?

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Refund Enquiry

Did you arrive at your planned destination?

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Refund Enquiry

Was your journey cancelled by Lumo after departing your origin station?

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Refund Enquiry

MORE INFORMATION REQUIRED

Thanks for letting us know you were not able to complete your journey with Lumo on this occasion. Looks like we need a few more details about your trip to help with your enquiry. Please head to the link below to find out if you're eligible for a refund.

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Refund Enquiry

APPLY FOR A REFUND

We’re sorry to hear that you were not able to complete your journey with Lumo on this occasion. Please follow the link below to review the refund options for your abandoned journey

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Refund Enquiry

Did you purchase your ticket on the Lumo website or mobile app?

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Refund Enquiry

YOU COULD CLAIM DELAY REPAY

We’re sorry to hear that you were not able to complete your journey with Lumo on this occasion: If the service was cancelled and you did not travel or your journey was cancelled whilst travelling with Lumo and you returned to the point of origin, please contact the third-party retailer to review your options. If your journey was cancelled whilst travelling with Lumo but you continued to your destination on the same or next day using another train operator, we can compensate you for any inconvenience caused. Claim today using the link below

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Refund Enquiry

SORRY WE'RE NOT ABLE TO HELP TODAY

Lumo is not able to handle refunds and journey amendments for tickets purchased from a third-party. Please contact them directly to review your options.

Before you go, we’d love for our passengers to get the most out of booking direct with Lumo. Check out our latest fares and offers below.

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Refund Enquiry

Was your journey cancelled by Lumo?

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Refund Enquiry

Were you delayed more than 30 minutes?

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Refund Enquiry

CLAIM DELAY REPAY

We’re sorry to hear that your journey with Lumo did not run as smoothly as we would have liked. To compensate you for the inconvenience you are entitled to a full or partial refund of your ticket. Please click on the link below to claim today. Please note, if you travelled on a LumoFixed ticket (Advance Single) we will automatically process a claim on your behalf within 24 hours of your journey.

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Refund Enquiry

WHY NOT CHANGE YOUR TICKET?

If you no longer require your ticket(s), please request a refund using the link below. Please note some tickets are non-refundable and some claims may be subject to an admin fee.

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)

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Refund Enquiry

APPLY FOR A REFUND

We’re sorry to hear that you may have been delayed reaching your destination. Unfortunately, as you arrived on time or within 30 minutes of your scheduled arrival time, we are not able to provide any compensation on this occasion. If you still wish to get in touch, please click below to start a separate refund claim.

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Change of ticket

Did you purchase your ticket on the lumo website or app?

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Change of ticket

SORRY WE'RE NOT ABLE TO HELP TODAY

Unfortunately, we’re not able to process journey amendments for tickets purchased from a third-party. Please contact them directly to find out how to change your ticket. Before you go, we’d love for our passengers to get the most out of booking direct with Lumo. Check out our latest fares and offers below.

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Change of ticket

CHANGE YOUR TICKET(S)

Great news! 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).

We're also excited to announce customers will soon be able to change the time and date of travel directly through their account. Make sure to check the website for more information in the coming months!

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Lumo travel information

I'm looking for information on Lumo trains

TICKET AVAILABILITY BEST FARES HOW TO RESERVE A SEAT TRAIN TIMES

Lumo travel information

HOW CAN I FIND CHEAPER FARES?

Our services typically go on sale around 12 weeks in advance of departure and this is the time to find the best deals. If you can, plan ahead and take advantage of our cheaper fares. And don’t forget, when you book direct with Lumo, we don’t charge any booking fees.

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Lumo travel information

LUMO TIMETABLE INFORMATION

Our full timetable is available to download here. Find the train that suits you and book with us today. Services can be subject to change due to engineering work or other timetable changes, so be sure to check our Engineering Works page for updates on disruption.

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Lumo travel information

HOW CAN I RESERVE A SEAT?

You can make a seat reservation when booking your ticket directly through our website or app. We’re not able to digitally amend your seat after you have completed your purchase but if you do wish to switch seats, we would always suggest asking one of our Onboard Ambassadors if they can help on the day. To avoid disappointment, we strongly advise passengers travelling in a group book their tickets together so that you are seated next to one another (that is unless you’d prefer some space from them!). For seamless door-to-door journey planning and no booking fees, why not download the LumoGo app and make travelling easier.

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Lumo travel information

LUMO TICKET AVAILABILITY

We generally hope to have our services on sale a minimum of 12 weeks in advance. We try to make our services available to book as early as possible, as this helps you plan your trip and get the best value fare, but services can be subject to change due to engineering work or other timetable changes. Check out our latest fares below.

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Assisted Travel

BOOK ASSISTANCE WITH LUMO

Our Passenger Assist team is available 24/7, excluding Christmas Day. To make sure that our colleagues can give you the best service and notify you if there is anything that will affect your journey, we recommend booking assistance at least two hours before your journey. Follow the link to complete our form and arrange assistance for when you travel.

BOOK PASSENGER ASSISTANCE

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