If you experienced any disruption resulting in your service being cancelled and you did NOT travel, please claim a refund from your ticket retailer, if you purchased your ticket with Lumo go to our Refunds Portal. If you used your ticket on alternative services incurring a delay on reaching your final destination, please use our Delay Repay Portal.
which ticket do you have?
- journey changes
- refunds
Fee-free changes before the date of travel available on Lumo services only.
Changes cannot be made after your journey has departed
Anytime tickets are not exchangeable for tickets with other train operators.
Reserved seating is only valid on the selected service at the time of booking.
Valid on all Lumo Trains for selected date and route.
Refunds are only available if your train was cancelled, delayed or an exceptional circumstance prevented you from travelling.
A £5 administration fee will apply unless your train was cancelled or delayed.
For more information, visit the National Rail website.
Fee-free changes before the date of travel available on Lumo services only.
Changes cannot be made after your journey has departed
Anytime tickets are not exchangeable for tickets with other train operators.
Reserved seating is only valid on the selected service at the time of booking.
Valid on all Lumo Trains for selected date and route.
Refunds are only available if your train was cancelled, delayed or an exceptional circumstance prevented you from travelling.
A £5 administration fee will apply unless your train was cancelled or delayed.
For more information, visit the National Rail website.
1st april changing refund conditions
From 1st April: refund conditions change for Anytime, Off-Peak, Day Travelcards, Rover and Ranger tickets. If you choose not to travel you have until 23:59 the day before it becomes valid to request a refund from your point of purchase. After that you will only be able to claim a refund if your booked journey was delayed or cancelled. Please visit National Rail for more information FAQs on pre-existing tickets.
am I entitled to a refund?
If you can no longer make your journey you may be eligible to a refund or eVouchers depending on your ticket type. If your service is affected by disruption to a Lumo or other operators' service, you may be entitled to a refund. If your connecting service operated by another train company is affected by the industrial action, you can claim a refund through the point of purchase for the entire journey should you wish not to travel. For more information visit our dedicated industrial action page.
how do I change my ticket?
If you bought your ticket direct from our Lumo website and would like to change your Lumo train ticket, you can change your journey whilst signed into your account. Go to:
1) Payment Details
2) Click "amend" on your selected ticket
3) Select "change date" or "change time"
Please note that some tickets may be subject to an admin fee. You can find more detailed information in our tickets page.
how do I apply for a refund or e-voucher?
If you would like to request a refund, head to our refund webpage to receive a refund for the ticket you no longer require. If you bought your ticket from a third party retailer we would advise you to request a refund directly from your point of purchase.
Please note, refund requests for cancelled or disrupted services cannot be submitted until after your scheduled date of travel.
FAQs
- Anytime tickets on Lumo services only can receive a full refund or an E-Voucher if applied before 23:59 before the ticket becomes valid, both are subject to a £5 admin fee.
- LumoFlex tickets are refundable up to 23.59 the day before travel, however on and after the date of travel are non-refundable.
LumoFixed tickets allow you to change the date and time of your ticket up until the scheduled departure date. A £10 administration fee will be applied. If the price of the new ticket is more expensive, you'll need to pay the difference.
LumoFlex tickets allow one fee-free change before your date of travel, subject to any fare difference. Changes cannot be made on the day or after your journey has departed.
LumoAnytime tickets allow changes before 23:59 the day before the ticket becomes valid, are subject to a £5 admin fee valid on Lumo services only.
Anytime tickets are not exchangeable for tickets with any other train operators. Reserved seating is only valid on the selected service at the time of booking.
Please note that LumoFixed, LumoFlex, and LumoAny tickets cannot be changed after the original travel date has passed. For more information about our ticket types, please visit our tickets page.
All ticket dates MUST be applied for through the same portal. A refund CANNOT be processed through the Lumo portal and a subsequent rebook to change the date through another retailer.
If your train service is amended by us due to disruption and the amended time is no longer suitable, you are entitled to a full refund.
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