Lumo Delay Repay: How to claim compensation for late trains

Delay Repay is a national scheme that ensures train operating companies compensate passengers for delayed or cancelled trains.

With Lumo, delays of 30 minutes or more are eligible for a refund of a percentage of the ticket cost, which will vary according to the length of the delay. To calculate the amount owed, Lumo works out the difference between timetables and actual data on arrival times. Your refund will also depend on factors like the cost of your original ticket and the type of ticket you have.

When applying for Lumo Delay Repay, you will have the chance to choose your preferred method of compensation if your claim is successful, whether a refund to you or a donation to charity. Refund options include:

• Electronic bank transfer (BACS)
• Credit/debit card
• Cheque
• Lumo Trains e-vouchers
• Charity contribution

To submit a Delay Repay claim with Lumo, passengers have 28 days from the date of travel. Lumo commits to providing a formal response to all applications within a month of receiving the claim and making payment of any compensation due within 14 days of your claim being agreed.

Arriving late at your destination can be a pain, but with Lumo Delay Repay, getting money back for delayed trains doesn’t have to be. The easiest way to make a claim is to create an account on Lumo’s online portal.

In the portal, you will be asked to input the details of your journey and a few other things like how you wish to receive your compensation. Passengers with single or return tickets must also upload a scan of their ticket, while Season Ticket holders will be asked to include a copy of this with their application.

You have 28 days from the date of your delayed train to make a claim, so don’t hang about!

Note: all Delay Repay claims must be made with the operator responsible for the delay, not the retailer where you bought the ticket.

If you have any questions about Lumo Delay Repay, speak to a member of staff at any Lumo help desk at a Lumo station or get in touch with Lumo customer service via the link here.

Can I make a Delay Repay claim by post?

You can also submit a Lumo Delay Repay claim by downloading the form and posting it to Lumo at the address below.

When submitting by post, you must include the original ticket(s) and seat reservation(s) or full booking confirmation along with the form.

Simply download the form here and then send it to Freepost LUMO DELAY REPAY.

Photo by TheFrog001

Lumo Delay Repay compensates travellers who arrive 30 or more minutes late at their destination. The following table sets out the amount of compensation due:

For Season Ticket holders, Lumo calculates the proportionate cost of the price of the Season Ticket to work out the refund owed.

So, a Weekly Season Ticket holder will receive 1/20th of the refund for a delay of 30-59 minutes and 1/10th of the refund for 60+ minutes. In other words, if you are delayed by 65 minutes with a Weekly Season Ticket you will receive a refund of 100% of one-tenth of the cost of your Season Ticket (i.e. 10%).

If there are delays and cancellations known in advance of your journey, Lumo will generally not accept a Delay Repay claim. Other common reasons your claim may have been declined include:

• The delay was less than 30 minutes
• Incorrect journey details were provided
• The same claim was submitted twice for the same journey or the ticket has already been claimed against
• The claim was submitted more than 28 days after the date of travel
• The delay was caused by a different train operator; in this case, your claim will be referred to the operator responsible for the delay

After finding out the verdict of your claim, should you wish to appeal, you can contact Lumo customer service by email: customerexperience@lumo.co.uk.

Like all train operators, Lumo follows national guidelines for Delay Repay claims. This means that, to claim Lumo Delay Repay, you must have completed your journey with Lumo and have arrived 30 or more minutes late. If you experienced disruption resulting in your service being cancelled and you chose NOT to travel, you may be able to claim a refund from your ticket retailer.

To give yourself the best chance of succeeding in your Lumo Delay Repay claim, follow these simple steps:

• Check all the details you are providing very carefully. Even a small mistake with the dates or costs of your ticket can make it difficult to verify if you are owed compensation.
• Look up if planned engineering works impacted the timetables on your day of travel.
• Ensure you provide the details of your original planned journey with Lumo, not the route you ended up taking after any disruptions.

Attach or upload a high-resolution scan or photograph of your ticket(s) and passes so that Lumo can verify that you had a valid ticket.