After the nightmare of a 9 hour train trip (should have been 3) on 16th April 2026 - Lumo have come back and said they can find no reason to issue me with a refund! What a bunch of jokers! Guess I'm o... Toon meer
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Lees wat reviewers zeggen
London to Edinburgh Friday evening service - in my case was delayed by 50 minutes. It was not Lumo's fault. - still despite delay this was super quick as for the distance and at very affordable ££... Toon meer
Train cancelled on partner's birthday , day trip to Edinburgh . Trying to get refund is horrendous. Claim refused as they state no record held. Despite sending reference no etc. Booked on lumo webs... Toon meer
We travelled today from Queen Street, Glasgow to Kings Cross and I couldn’t fault this company. The train was only 10 mins late which didn’t agfect us. I’d read the reviews beforehand and had very lo... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
Lumo is a Newcastle based train company, travelling along the East Coast Main Line. Our station stops are Glasgow from December 2025, Edinburgh Waverley, Morpeth, Newcastle, Stevenage and London King's Cross, helping more customers travel at affordable prices. We try to make journeys simpler, offering just 3 types of train tickets to choose from. taking the stress out of train travel. Here at Lumo we are doing our bit to better the environment and to better your journey. All our trains are 100% electric and 25 times cleaner than flying. And whether you’re using our fast and free-to-access Wi-Fi to browse LumoGo or work remotely, your time is 100% well-spent vs. driving and 40% more productive than the hassle of flying. We are more than just a blue exterior, we are green at heart. We also want to make sure that you can travel across the east coast and still enjoy the beautiful scenery. That's why in just one single Lumo journey you could save up to 7 trees** travelling the distance from London King's Cross to Aberdeen. We hope to see you onboard soon.
Contactgegevens
Verenigd Koninkrijk
- www.lumo.co.uk
2,3
Slecht
467 reviews
Heeft 97% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 48 uur
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London to Edinburgh Friday evening service is a breeze...
London to Edinburgh Friday evening service - in my case was delayed by 50 minutes. It was not Lumo's fault. - still despite delay this was super quick as for the distance and at very affordable £££.
Customer service - also responsive. They responded next day. Claimed up to 20 days response time.
For me - 5 star!
22 april 2026
Review zonder uitnodiging
After the nightmare of a 9 hour train…
After the nightmare of a 9 hour train trip (should have been 3) on 16th April 2026 - Lumo have come back and said they can find no reason to issue me with a refund! What a bunch of jokers! Guess I'm off to the Ombudsman or whatever clown is in charge of this bunch of revolting money grabbing customer torturing losers.
16 april 2026
Review zonder uitnodiging
Antwoord van Lumo
I’m sorry to hear that you were affected by the disruption caused by a trespasser, which led to significant industry wide delays.
From your previous Trustpilot review titled “Almost 7 hours outside…”, I understand that you were travelling on the 20:30 service from London King’s Cross to Edinburgh, which terminated at Newcastle, your ticketed destination in the early hours.
Having reviewed recent claims and the reference to a “refund” in your post, it appears your request may have been submitted under the incorrect category.
To clarify, further information is available on our website here:
https://www.lumo.co.uk/help/delay-repay
However, if you did travel, which seem the scenario you describe but experienced a delay or disruption, you will need to submit a claim through our Delay Repay portal. Please note that claims must be submitted within 28 days of travel.
It appears a refund claim may have submitted as customer error using the incorrect “cancelled journey” option, as this was not the case. Our automated refund request system, cross-checks the selected service and reason for the claim. As the 20:30 service did operate (albeit with a significant delay) and reached Newcastle, the system was unable to validate the claim under the cancelled journey category and therefore rejected it.
Unfortunately, the system cannot identify when a claim has been submitted under an incorrect category where a delay repay claim is valid from the operator rather than a refund from the retailer the ticket was purchased from.
For delays such as the one you experienced, the correct process is to submit a claim via our Delay Repay portal:
https://www.lumo.co.uk/help/delay-repay
The information reads - If your journey was delayed by 30 minutes or more, you may be eligible for compensation through this scheme.
If my understanding of your journey is correct, I would recommend resubmitting your claim through the appropriate channel so it can be properly assessed.
Kind regards
We travelled today from Queen Street
We travelled today from Queen Street, Glasgow to Kings Cross and I couldn’t fault this company. The train was only 10 mins late which didn’t agfect us. I’d read the reviews beforehand and had very low expectations, however staff were great, so friendly and attentive. Would definitely use again.
19 april 2026
Review zonder uitnodiging
Antwoord van Lumo
Thank you for the great feedback, hope to see you onboard again soon.
Lumo trains is how train travel should…
Lumo trains is how train travel should be everywhere - efficient, friendly, responsive. Your staff have a real sense of pride and ownership which is so rare to see in customer-facing businesses nowadays. I travelled this evening from NCL to EDI, Jane and Stacey couldn’t have been more friendly. Keep it up!
18 april 2026
Review zonder uitnodiging
Antwoord van Lumo
Thank you for your feedback, I'll make sure this is passed on to Jane & Stacey. Hope to see you on board again soon.
Train was late and no compensation
8 april 2026
Review zonder uitnodiging
Antwoord van Lumo
Hi, unfortunately with limited information I'm unable to help or advise further.
Please see our dedicated webpage where you will find more information.
https://www.lumo.co.uk/help/delay-repay
When your journey with us is delayed by 30 minutes or more, we’ll provide you Delay Repay compensation for the inconvenience that you have experienced. All ticket holders can apply for Delay Repay compensation through our Delay Repay Portal.
Regards
Antwoord van Lumo
Due to the limited information, we are assuming that you may have been affected by the recent trespass incident, during which railway lines were closed following instructions from Network Rail and the British Transport Police. Unfortunately, this led to significant disruption across the network.
While some operators were able to arrange alternative transport or accommodation, availability was extremely limited due to the scale of the disruption and the late hour.
We appreciate how frustrating and inconvenient this experience must have been, and we sincerely thank you for your patience. If our understanding of your situation is incorrect, please accept our apologies.
Please be assured that your feedback has been recorded and will be shared with the relevant teams for further review.
Luggage galore - Newcastle to Edinburgh
Just been on the service from Newcastle to Edinburgh on a journey booked via my employer.
Traveling with a rucksack and small suitcase. The train was packed out with luggage on the overhead, bags at everyones feat and felt like a sardine.
Mentioned this to train crew as I was getting off, as there was a gentleman going between carriages to find luggage. Train crew acknowledged the gentleman had likely spread 6 or 7 cases throughout the train and another lady kindly who overheard the conversation indicated that was probably accurate as she had spotted them getting on
Another lady getting off the train seemed to have had a bottle of whisky (or something similar) smashed (probably via over head squashing). (It smelled like whisky)
I feel very sorry for the staff trying to navigate the bizarre nature of the train, the journey felt chaotic but they had obviously been trying to navigate life on the train from London and still hadn't quite reached the end destination of Glasgow.
I will kindly ask my travelling bookings colleagues to book me on LNER or something else even if marginally more expensive
1 april 2026
Review zonder uitnodiging
Antwoord van Lumo
Thank you for your feedback. I’m sorry to hear that your experience wasn’t what you expected.
Lumo, like most train operators, faces an industry-wide challenge where some customers attempt to travel with more than their permitted luggage allowance. As you noted, this can sometimes result in situations where individuals bring significantly more items than allowed.
Our services can carry up to 392 customers. If each customer brought three items, this would amount to 1,176 pieces of luggage of varying sizes, all of which must be stored safely onboard. For this reason, we have a clear luggage policy in place, which is communicated across multiple channels. You can find full details on our website here:
https://www.lumo.co.uk/plan-your-journey/onboard-luggage-policy
Here at Lumo, we understand you may wish to keep your luggage close by, and that what you are travelling with is important, but depending on the size this may not always be possible. All customers can bring on board a maximum of ONE Small bag OR Small Holdall and ONE Medium suitcase (63 x 41 x 27cm). Golf clubs and large musical instruments are not allowed onboard, travel will be denied if carrying these items.
Please note that luggage that exceeds these limits will result in a charge of £40 per item OR customers may be refused travel if safe storage of additional items is not achievable due to busy services. Any luggage unsafely stored overhead and not according to the dimensions provided is stored at your own risk and is a risk to others' safety. For safety reasons, luggage cannot be padlocked to the train's infrastructure or doors.
Please ensure luggage is suitably packed, will not obstruct doorways or aisles onboard, is not placed in spaces reserved for wheelchair users and that you are able to carry it yourself, unless you're elderly or disabled and require our Passenger Assist service, more information can be found here.
Note other train companies may have different luggage policies, please check their website for details if your ticket is with another operator before you travel.
Please use our LumoLuggage Courier Service to transport your items to your final destination.
Our onboard crew do their best to manage these situations and will refuse travel where necessary, only applying charges when items can be safely accommodated.
We appreciate your suggestion regarding a dedicated luggage coach. However, this would likely increase journey times, as additional time would be needed at each stop to manage loading and unloading.
Finally, thank you again for your feedback. We were slightly surprised by the 1-star rating given your comments about the challenges our crew face, but we will ensure your feedback is shared with the relevant teams.
Honestly it’s awful
Honestly, it might be cheap, but it still isn’t worth it. Vomit on the train, no cleaning crew, absolutely dreadful service. I for one will never use this again.
30 maart 2026
Review zonder uitnodiging
Antwoord van Lumo
We’re sorry to hear about your experience. Unfortunately, a previous customer had been taken ill onboard. We are working closely with our cleaning teams to ensure that situations like this are dealt with as quickly as possible in the future. Please accept our sincere apologies.
FILTHY TRAIN AND NO CATERING
LUMO responded to my complaint about operational failings by insinuating I misrepresented the facts, which were: I approached their onboard crew regarding lack of catering. The crew told me themselves that the catering had a serious problem at London. There was insufficient supplies for the customers onboard and by the time the trolley got to me there was nothing to have for lunch for a five hour journey. As someone with serious disabilities this meant I had to abandon the Lumo train at Newcastle and purchase a new ticket in order to prevent medical stress. Furthermore the toilet were gross and not fit for use. Lumo are refusing to offer a full refund me. Unacceptable.
NOTE: they responded to this review with false information and continue to fail to take any responsibility or investigate why crew did not log the problem before leaving London. Pathetic. I only wanted a sarnie they claim I expected a meal - this is just absurd. 5 hours with nothing to offer is not the norm.
11 maart 2026
Review zonder uitnodiging
Antwoord van Lumo
Sorry to hear your experience wasn't what you expected. We have replied in detail via your complaint case regarding your description for lack of refreshment variety.
As we detailed, this was due to fellow customers previous refreshment selection during the 4 hour journey. Our catering trolley facility is designed for refreshments only, a drink and snack rather than a meal which some operators offer, together with a substantial 1st class service price increase.
Most customers travel with their own snacks as like most operators, we are not able to cater for all customers onboard. Customers are encouraged, if they require a meal rather than a snack onboard, to purchase before you travel.
You decided to leave our service and buy a first class ticket with another operator enabling you to be provided with a meal. You requested Lumo to compensate you for the replacement ticket, which is not something we would consider.
Thank you for your feedback, your comments will be passed on to the relevant teams.
I travel London to Newcastle every 2 or…
I travel London to Newcastle every 2 or 3 months, but I had an exceptional experience today with Beth and Jasmine, who were not only warm and welcoming but I genuinely felt they went above and beyond for me and the people around me on coach E.
Lumo is a lifesaver to a number of people including myself, offering high quality rail travel up the East Mainline but I only paid £21 single which I think is incredible value. Getting fantastic service too makes it worth the praising review!!!!
13 maart 2026
Review zonder uitnodiging
Antwoord van Lumo
That's great to hear you enjoyed your Lumo journey. I'll pass on your comments to Yasmin & Beth. See you onboard again soon.
Lumo Delay Repay is broken, avoid Lumo it you can
Spent months going backwards and forwards regarding the Lumo Delay Repay scheme. For some reason - likely my Trainline email being masked due to big companies having customers data hacked - I’m being asked to send household bills to prove who I am. The whole process is designed - different contacts, contradictory replies, etc - to simply give up. I’m disputing a small amount, I missed a connecting train, the next train was 30 minutes after the one I missed, yet I’m pulling my hair getting this resolved. They know my circumstances, yet have not taken any of the issues I face into consideration. It is by far the worst Delay Repay scheme I’ve had to deal with. Lumo need to loose their franchise, they are not fit for purpose. Unfortunately, they is little choice other than talking a coach, a much longer journey. Avoid Lumo it you can. No stars.
(As you can see below Lumo are disputing timing I know to be correct, they originally sent a very patronising reply suggesting my timing was a guesstimate. They don’t care about their public profile, happy to past the buck onto a third party. It is pathetic. I’m so angry about this, I don’t want a useless apology, I don’t want my journey details listed in the reply. The Ombudsman is useless, they protect poor unfit for purpose companies like Lumo)
22 november 2025
Review zonder uitnodiging
Antwoord van Lumo
Sorry to hear your delay repay claim has been refused. Without fully confirming security for your claim, if I can presume you may have travelled on 21st Nov 2025. Apologies if my presumption you travelled on this service is incorrect.
On the 21st Nov 2025, the Lumo leg at 10:45 from LONDON KINGS CROSS left at 10:46, scheduled to arrive at EDINBURGH at 15:11, but actually arrived 15 minutes late at 15:26.
A scheduled connecting leg at 15:33 from EDINBURGH, scheduled to arrive at FALKIRK GRAHAMSTON at 16:09 could not have been taken due to only having 7 minutes to meet the connection. Industry standard timings do not see this as a suitable connection time.
The industry systems indicate that a customer would however be able to join an alternative leg at 16:04 leaving EDINBURGH, this service did indeed leave on time. The alternative scheduled service arrived at FALKIRK GRAHAMSTON on time at 16:37.
A travel ticket would have an original arrival time into FALKIRK GRAHAMSTON at 16:09, the alternative would have subsequently arrived at 16:37, which indicates a total of 28 minutes delayed to the destination on the ticket.
Unfortunately like all train operators, we are guided by industry systems and see no reason why a customer would not be able to join the alternative service 38 minutes after a late arrival. The intended arrival time was 16:09 and the calculated arrival time for your alternative journey was 16:37, resulting in a 28 minute delay recorded, where a 50% delay repay award of 30-59 minutes would not be achieved.
Should the above scenario not match your individual experience and you feel there are extenuating circumstances why 38 minutes was not enough time to catch an alternative service out of Edinburgh, please contact the CX team who could look into an explanation.
As a summary, the industry timing systems all operators use and are guided by for customers travelling with a connection, agree with alternative services available for customers travelling, arriving 38 minutes after the Lumo service, but resulted in a 28 minute delay arriving into FALKIRK GRAHAMSTON.
Regards
Mickey Mouse
The app will not accept my email address to login.
What a shambles.
8 maart 2026
Review zonder uitnodiging
Antwoord van Lumo
Sorry to hear your experiencing login issues with the Lumo App. Can I ask if you received an email notification of the system change over, please check your junk folder. On 17th Feb all members were sent a reset password together with a link to our new booking portal. The link allowed you to use your existing email address but required a new password reset to gain entry. If you are still experiencing login issues or unable to retrieve the system change over email, please contact our team on customerexpereince@lumo.co.uk.
Regards
This is my 3rd and last journey with…
This is my 3rd and last journey with this company. 50 minutes late.
28 februari 2026
Review zonder uitnodiging
Antwoord van Lumo
We’re very sorry that your journey was delayed.
Our onboard team made announcements to customers on all affected services to explain the reason for the disruption. The delay was caused by an issue managed by Network Rail, who had to stop all trains in the Newark area to investigate a track circuit failure.
In line with strict railway safety requirements, all train operators not just Lumo, were required to wait and then proceed at reduced speeds, past signals at danger. This understandably led to congestion and further delays in the area.
Safety is always the top priority across the rail network, and while we appreciate that delays are frustrating, these protocols are essential to ensure the safety of everyone travelling. The disruption affected multiple services and operators and, unfortunately, was unavoidable.
Thank you for your patience and for taking the time to share your feedback.
Too hot and uncomfortable - Scam for Details
Too hot and uncomfortable. Bought food and drink and the only way you can get a receipt is by parting with your personal details. I wonder what they would do with that! So unless I gave them my details, I have no way of claiming my expenses. Changed my rating due to the swift reply. For GDPR purposes, I still think asking for your details is disproporional as proof of sale for chocolate and a drink.
25 februari 2026
Review zonder uitnodiging
Antwoord van Lumo
Sorry to hear your experience wasn't what you expected.
If I can explain. Lumo as do many companies from varying industries, aim to try to reduce wastage and the need for paper based products in line with their sustainable values. As most industries try to move towards a cashless service, all purchase receipts are delivered via text or email. I can confirm no customer contact details are stored or used for any other purpose, other than to send a receipt via your chosen method. If we were to use your personal details as you allude to, we would need to inform you of this action.
We do apologise if the coaches were warmer than usual, our current on train temperature settings are pre-set for our winter season with a variance of 19-22 degrees. Meaning should the coach drop or rise out of the variance, the cool or heat would be activated to bring the coach temperature back within the winter variance. It has been particularly challenging recently, due to the warm spell experience over the last few days from a very chilly mid February.
I hope this explains your concerns and we thank you for your feedback.
12.14pm from London King's Cross to…
12.14pm from London King's Cross to Glasgow on 25th February 2026
Great service, spotless train and a special shout out to Jane for getting me a "special " cuppa after running out of hot water. It was really appreciated!
25 februari 2026
Review zonder uitnodiging
Antwoord van Lumo
Great to hear you enjoyed your Lumo experience on the 25th February. I'll pass on your comments to the team and Jane in particular, thanks for your valued feedback.
Brilliant service from Lumo
Went to Newcastle from Edinburgh and the journey was super quick. The trains have a really nice calm atmosphere with comfortable seats. The staff were great and the train was constantly being kept clean. Very punctual to so will definitely use Lumo again.
16 februari 2026
Review zonder uitnodiging
Antwoord van Lumo
Great to hear your comments, glad you enjoyed your Lumo experience. Thanks for your feedback and hope to see you onboard again soon.
Very cheap, very cramped, got me there though
I think it's a bit unfair to go lower since they are the cheapest carrier I could find by a way. The seats aren't big enough for average human beings sadly and there's little in the way of space for legs. Travelling from London to Scotland was uncomfortable and I don't plan to do it like this again.
16 februari 2026
Review zonder uitnodiging
Antwoord van Lumo
I'm sorry to hear your journey wasn't what you expected. I'll make sure I feed your comments back to the relevant teams. Thanks for your feedback.
They have zero interst in helping customers
The excellent customer service from their staff at Kings Cross station was totally ruined by an unsympathetic attendant when leaving Newcastle. They can't comprehend that Network Rail in general offers relatviely useless discounts unless you travel every day and spend ££££££. It seems you need a Panini collection of railcards depending on the destination. The customer service is just as unhelpful and are just quoting terms and conditions. It is better to fly by British Airways than dealing with the chaos, people sitting in your reserved seat, ridiculously narrow aisles, limited baggage space, dirty toilets, and not to forget the train delays. So you make a genuine mistake and get fobbed off by both the booking site and Loomo because they don't understand that people will struggle to understand the convoluted system where you need a plastic card to get a discount and a Network Railcard has taken me 3 hours to figure out how to purchase so that I could afford to do some field engineering work for a week. So how do these people think it's OK to charge you the price of a flight ticket when I only owed a 33% discount that was not obtained with intentional malice but by borderline shady booking systems.
The reply below just shows they don't get the concept that their dog's dinner of a service and convoluted ticket booking is just not good enough. There was no prompt for any Railcard number during booking. National Railcards get you discounts to places you have no use or interest travelling to.
28 januari 2026
Review zonder uitnodiging
Antwoord van Lumo
Sorry to hear your journey wasn't what you expected. Apologies if I'm presuming the events from your travel experience.
Your description does sound like you booked a ticket for travel using a specific 33% railway discount card. As you were unable to produce the relevant discount card to validate you train ticket, the crew then allowed you time to purchase a discount card to validate your ticket. This act was a good will gesture and not normally an option as all cards must be valid & in date at the time of travel.
During the booking flow on all retailer sites, customers are asked to confirm all details are correct including discounts applied to the booking before the payment is taken, hence would have shown as a discount within the booking flow.
As you were unable to produce a valid discount card onboard, your pre-purchase ticket became invalid with no option to pay the 33% difference, hence the crew correctly charged you the full onboard cost of a travel ticket.
Railway discounts are selected by the customer rather than automated with a final confirmation button which must be acknowledged by the purchaser. If this is not the case, can I suggest you contact the retailer you purchased the ticket from.
Thank you for your feedback and apologies if my assumption of the event is incorrect from you account.
Ignoramus passengers playing loud music.
On the 15.26 Edinburgh to Kings Cross. All ok apart from ignoramus passengers playing loud music, obviously no ear phones WHY. Staff arent walking through to stop it. Really annoying uncomfortable experience. Could be any train company but unfortunately its Lumo. When will companies clamp down on this?
Reduced the star rating to one due to the curt reply from Lumo. I did say it could have been any train company not just Lumo. I was on that journey, a journey I take often BTW, i know the staff routine. I was blaming the other passengers. Perhaps tone down your customer service approach or dont reply at all. Even better ban devices.
29 januari 2026
Review zonder uitnodiging
Antwoord van Lumo
Sorry to hear your experience wasn't what you expected due to fellow customers not using headphones. You mentioned staff aren't walking through, which I presume was at the time of the incident rather than not all all during your 4hr journey.
The crew do walk through firstly, to check all luggage is safely stowed in an appropriate sized storage location for the luggage size. A full ticket check will then commence, with a further end to end walk through with the catering refreshments trolley. This process also would have been repeated after 1 hr 30 mins of the journey, when the service left Newcastle heading south to London King's Cross.
The onboard crew would be more than happy to discreetly speak with any customer, should the loud noise be evident at the time of their passing, or should you have spoken with them when they passed through.
Thank you for your comments, I will make sure these are forwarded to the on board team.
Unacceptable cleanliness standards
The train was full of rubbish, giving the impression that it hadn’t been cleaned at all before starting the journey. I couldn’t even use the trays because they were filthy, with food leftovers and coffee stains.
27 januari 2026
Review zonder uitnodiging
Antwoord van Lumo
Sorry to hear your experience wasn't what you expected, I'll make sure your comments are passed to the relevant teams.
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