Service creditNo deadline statedSimple to claim
Automated Delay Repay (ADR) for advance tickets
Once pre-registered with the matching email, compensation is processed automatically without further customer action.
“Your Lumo train must be delayed by 30 minutes or more for us to automatically process a claim for you within 24 hours of your Lumo journey. ADR is only applicable for LumoFixed and LumoFlex advance tickets, must be enabled no later than the day of travel for it to apply to that...”Lumo terms, automated delay repay
What to include: pre registration, matching email on booking
Service creditClaim within 28 daysSimple to claim
Tiered compensation percentages for single/return ticket delays
Percentages are fixed and calculable from public delay data and the ticket price, requiring only a standard portal claim.
“Delays of 30 to 59 minutes - we will pay 50% of the cost of your single ticket or 25% of your return ticket. Delays of one hour or more - we will pay the full cost of your single ticket or 50% of the cost of your return ticket.”Lumo terms, FAQs - delay compensation tiers
What to include: ticket id, delay confirmation
Service creditClaim within 28 daysTakes a few steps
Delay Repay compensation for delays of 30+ minutes
Requires submitting a claim via an online portal with journey and ticket details, but is a standardised process an agent could complete.
“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.”Lumo terms, Delay Repay - can I claim delay repay?
What to include: booking reference, ticket, journey date, train details
Service creditClaim within 28 daysTakes a few steps
Full journey compensation for combination-ticket delays
Requires retaining and submitting physical paper tickets as proof, which an agent cannot do without the customer providing scans.
“Customers with a combination of tickets for one journey will be compensated for their full journey if one of their tickets involves travel with us on a delayed service. Please ensure that you keep your paper tickets to submit them for compensation.”Lumo terms, non-automated delay repay
What to include: paper tickets, journey details
Service creditClaim within 28 daysTakes a few steps
Season Ticket Delay Repay compensation by delay tier
Requires providing a copy of the season ticket and details of the specific delayed train for each individual journey claimed.
“Use the table below to calculate the amount of Delay Repay Compensation you're entitled to. Divide the cost of your Season Ticket type over the number underneath delay times.”Lumo terms, FAQs - Season Ticket table
What to include: copy of season ticket, specific train details per journey
RefundNo deadline statedTakes a few steps
Refund for cancelled journeys not travelled
Requires using the Refunds Portal and confirming the ticket was purchased directly from Lumo, with no stated deadline.
“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.”Lumo terms, Delay Repay - intro
What to include: order id, proof of non travel