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How much Lumo pays
Lumo uses Delay Repay 30: from 30 minutes late at your destination, it pays back 50% to 100% of the fare for the journey.
| Late by | Single | Return |
|---|---|---|
| 30 to 59 min | 50% | 25% |
| 60 min or more | 100% | 50% |
For a return ticket, Lumo pays 50% or 100% of the relevant portion (the half you were delayed on), which is 25% or 50% of the whole return price.
Claim for each delayed journey and include a copy of your season ticket.
More in Delay Repay with a Season Ticket. On a Railcard or Advance ticket, the bands apply to the price you paid: see Delay Repay with a Railcard and Delay Repay on an Advance ticket.
Railhop works this out for you: check your train and it shows how late it was, which band that is and what you're owed.
How to claim Lumo Delay Repay
- Check your train on Railhop. Tell Railhop where you travelled and roughly when. It finds your Lumo train, how late it really was from National Rail's data, and what you're owed: Lumo pays from 30 minutes late.
- Railhop fills in Lumo's claim form. In the Railhop iPhone app, or with Railhop's browser extension on a computer, Railhop opens Lumo's own claim form and fills it in for you, with your journey, your ticket and your details. Lumo's form needs an account: you sign in yourself, and Railhop never keeps your login.
- Check it and press submit. You check the claim and press submit on Lumo's own form, within 28 days of travelling. You choose how to be paid: bank transfer (BACS), credit or debit card, cheque, Lumo e-vouchers or a donation to Action for Children. Lumo pays you directly. Railhop never submits a claim for you.
Lumo has automatic Delay Repay for some tickets: see below. For everything else, Railhop fills in the form.
Used Delay Repay Sniper? Railhop is the modern way to claim: it finds your delays and fills in the form, and you stay in control of the claim. Read what happened to Delay Repay Sniper.
Cancelled Lumo trains
If a Lumo train is cancelled on the day and you take the next train you can, the delay is measured at your destination against when the cancelled train was due. Lumo doesn't normally pay if you knew about disruption before you bought your ticket. It also doesn't pay for planned engineering work with a published revised timetable, unless the replacement services run late or are cancelled.
If you decide not to travel, ask whoever sold you the ticket for a full refund, with no admin fee. You can have a refund or Delay Repay, not both. More in Delay Repay for a cancelled train.
Strike days and replacement buses have their own rules: see Delay Repay on strike days and Delay Repay on a rail replacement bus.
Check the cancelled train on Railhop: it shows the cancellation, works out what you can claim and fills in Lumo's form for you.
Lumo Delay Repay form and login
You claim on Lumo's own Delay Repay form, which runs on the SmartRepay claim system. Railhop opens it and fills it in for you in the Railhop iPhone app, or with Railhop's browser extension on a computer: your details, the journey, the delay and your ticket. Lumo's form needs an account: you sign in yourself, and Railhop never keeps your login. You check the claim and press submit yourself.
Proof of travel
Lumo accepts these, depending on your ticket:
- Your original paper tickets and seat reservations.
- Your full booking confirmation, if you have it.
- Your booking reference.
Add your ticket in Railhop once: snap it in the app, or add it on the website, and Railhop attaches it to your claim where the form takes a file.
Automatic Delay Repay on Lumo
Automated Delay Repay covers LumoFixed and LumoFlex tickets bought on lumo.co.uk or the LumoGo app. Turn it on with the same email address as your booking, no later than the day of travel; open anytime tickets are claimed on the portal.
For tickets the automatic scheme doesn't cover, check your train on Railhop and it fills in Lumo's form for you.
How Lumo pays, and how long it takes
You choose when you claim: bank transfer (BACS), credit or debit card, cheque, Lumo e-vouchers or a donation to Action for Children. The National Rail Conditions of Travel say a claim should be paid within 14 days of being agreed. More in how long Delay Repay takes. Lumo pays you directly, and Railhop keeps the claim reference for each claim you make, so it's easy to follow up.
Split tickets
You can use two or more tickets for one journey (the National Rail Conditions of Travel, condition 14.2), and the delay is still measured at your destination. If you have a combination of tickets, Lumo pays for your whole journey when one of them covers a delayed Lumo train. If another operator's train delayed you, claim from that operator. More in Delay Repay on split tickets. Railhop checks the whole journey and measures the delay at your destination.
If Lumo rejects your claim
Ask Lumo to look at it again, with your evidence: the train, the times and your ticket. If you're still unhappy after Lumo has replied, you can take it to the Rail Ombudsman. More in what to do if a Delay Repay claim is rejected. Railhop's claims use the train's real times from National Rail's data, so they match what the train company sees.
About Lumo
Lumo runs trains on the East Coast Main Line between London King's Cross, Newcastle and Edinburgh.
Lumo is an open-access operator, so it is not part of the government's programme to bring rail services into public ownership.
Good to know on Lumo
- Lumo pays from 30 minutes late, and the top band is 60 minutes or more: there is no extra band for 2 hours.
- You can also claim by post: send the form with your original tickets to Freepost LUMO DELAY REPAY.
Questions about Lumo Delay Repay
How do I claim Lumo Delay Repay?
Check your train on Railhop: it finds how late it was and what you're owed, then fills in Lumo's own claim form in the Railhop iPhone app, or with Railhop's browser extension on a computer, with your journey, ticket and details. You check it and press submit within 28 days of travelling, and Lumo pays you.
How much Delay Repay does Lumo pay?
Lumo uses Delay Repay 30, from 30 minutes late at your destination. On a single ticket you get 50% of the fare for 30–59 minutes and 100% for 60 minutes or more. On a return ticket: 25% and 50% of the return fare. Railhop works out the amount for your train.
How long do I have to claim Lumo Delay Repay?
28 days from the date of the delayed journey. Railhop shows the claim-by date for every delay it finds, and the app reminds you 3 days before it runs out.
Will Lumo pay for a taxi or hotel?
Only in some cases. If a Lumo delay or cancellation makes you miss the last connection of the day, or you can't reach your destination at a reasonable time, and Lumo doesn't arrange transport, it pays reasonable and proportionate costs for alternative travel or a hotel. Ask through Lumo's feedback form, not the Delay Repay portal.
Can Railhop fill in the Lumo Delay Repay form for me?
Yes, in the Railhop iPhone app, or with Railhop's browser extension on a computer. Railhop opens Lumo's own claim form and fills in your details, the journey, the delay and your ticket. You choose how to be paid, check the claim and press submit: Railhop never submits claims or sees your bank details.
Can I claim Lumo Delay Repay if my train was cancelled?
Yes, if you still travelled. If a Lumo train is cancelled on the day and you take the next train you can, the delay is measured at your destination against when the cancelled train was due. If you decided not to travel, ask whoever sold you the ticket for a full refund instead: you can have one or the other, not both. Check the cancelled train on Railhop and it works out what you can claim.
Do I need an account to claim Lumo Delay Repay?
Lumo's form needs an account: you sign in yourself, and Railhop never keeps your login. Railhop fills in the rest of the form for you.
How does Lumo pay Delay Repay?
You choose when you claim: bank transfer (BACS), credit or debit card, cheque, Lumo e-vouchers or a donation to Action for Children. The National Rail Conditions of Travel say a claim should be paid within 14 days of being agreed.
What can I do if Lumo rejects my Delay Repay claim?
Ask Lumo to look at it again, with your evidence: the train, the times and your ticket. Railhop has the train's real times from National Rail's data. If you're still unhappy after Lumo has replied, you can take it to the Rail Ombudsman.
Sources
Delay Repay guides for other train companies.
Terms change. If something here doesn't match Lumo's own terms, Lumo's terms are right. Railhop fills in Lumo's claim form for you, and you check it and submit it yourself. Railhop is not affiliated with Lumo or National Rail.