1.
Drop the proof
Upload or forward the Lumo ticket, e-ticket, or booking confirmation from the delayed journey.
Stopped short by
Lumo?
You could be due compensation. We'll deal with the claim work.
The Lumo rule...
Lumo Delay Repay usually starts at 30 minutes late, not 15. Cancelled Lumo trains can still count if you travelled and arrived late; if you did not travel, claim a refund from the retailer instead.
Then comes the form
The delay claim is the slow
bit after
Lumo's claim route runs through its Delay Repay portal. That means finding the journey, proving the ticket, picking the right operator, and getting it all in before the 28-day deadline. The manual route looks like this:
- Check that your Lumo journey arrived at least 30 minutes late. If the train was cancelled but you still travelled, use the time you actually reached your destination.
- Submit the claim within 28 days of the delayed journey, because Lumo says late applications will not be accepted.
- Go to the official Lumo Delay Repay portal, then sign in or register for a Delay Repay account before entering the claim.
- Add your ticket type and price, origin and destination, planned and actual times, delay reason, and evidence such as the ticket, seat reservation, or booking confirmation.
- Make sure the claim belongs with Lumo, choose how you want to be paid, and check the details carefully. Wrong journey details are one of the ways claims get bounced.
- If you have an eligible LumoFixed or LumoFlex Advance ticket bought through Lumo, Automated Delay Repay may help next time, but only if you opted in by the day of travel.
- If disruption meant you did not travel at all, do not use Delay Repay for that. Lumo points unused-ticket refunds back to the retailer you bought from.
Before it goes in
The details that catch people out
Evidence
Have your ticket or booking confirmation ready. Lumo may need original paper tickets, seat reservations, ticket type and price, origin, destination, planned and actual times, and the delay reason.
Trainline or another retailer
Bought through Trainline, work travel, or another retailer? For Delay Repay, claim from the operator that caused the delay. If it was Lumo and you travelled late, use Lumo. If you did not travel, go back to the retailer for a refund.
Season tickets
Lumo Season Ticket claims are made per delayed journey. Include the specific train, your Season Ticket, and photo ID card. Lumo's divisors are: Weekly: divide by 20 for 30-59 minutes or by 10 for 60+ minutes, Monthly: divide by 80 or 40, Quarterly: divide by 240 or 120, Annual: divide by 928 or 464.
Automatic Delay Repay
Lumo has Automated Delay Repay, but only for opted-in customers with eligible LumoFixed or LumoFlex Advance tickets bought through Lumo.co.uk or the LumoGo app. It must be switched on by the day of travel and cannot be backdated.
Rejections and appeals
Common Lumo rejection reasons include a delay under 30 minutes, a late claim, duplicate claim, wrong journey details, a ticket already claimed, or the wrong operator. Lumo may also reject claims where the disruption was known before the ticket was bought.
Payment choices
Lumo payment choices include BACS, credit or debit card, cheque, Lumo e-voucher, or a donation to Action for Children. Online claims offer the widest set of options.
Official and retailer sources: Lumo Delay Repay, Lumo Customer Charter, Lumo Delay Repay form, and National Rail compensation guidance.
Hand it over
We chase Lumo
and keep the admin out of it
Once Lumo pays out, we send the compensation on to you after our 10% fee.
No logging back into the portal. No second round of admin after the train already cost you time.
Start with the ticket. We'll do the rest
Sign up, send the ticket from the delayed Lumo trip, and leave the claim with us.
2.
We check Lumo's rules
We check the Lumo journey against the Delay Repay rules and the 30-minute threshold.
3.
Compensation is paid
We deal with the train compensation claim, so the form does not become another delay.
Bottom line...
That money should be yours
If a Lumo service got you to your destination 30 minutes or more late, you could be due UK train delay compensation. That includes East Coast trips such as London King's Cross to Edinburgh, Stevenage, Newcastle, or Morpeth when Lumo caused the delay.
What could Lumo owe me?
Lumo calculates Delay Repay from the ticket you used and how late you arrived. Return ticket compensation is usually based on the delayed leg, shown here as the equivalent share of the total return fare.
Lumo rates:
| Delay | Single | Return | Season |
|---|---|---|---|
| 0-29 mins | 0% | 0% | 0% |
| 30-59 mins | 50% | 25% | 50% journey value |
| 60+ mins | 100% | 50% | 100% journey value |
Lumo-specific rules:
- Lumo Delay Repay begins when a Lumo journey reaches your destination 30 minutes or more late.
- Cancelled Lumo services can qualify if you completed the journey and arrived at least 30 minutes late.
- Claims must be sent within 28 days of the travel date or the date of the delay.
- If you did not travel because of the disruption, use the refund route with the retailer that sold the ticket.
- Claim from the train company responsible for the delay, even if the ticket was bought through Trainline or another seller.
- Lumo does not publish a separate 120-minute band; its top Delay Repay band is 60 minutes or more.
Ready to make Lumo pay up?
Sign up below and let us handle the Lumo Delay Repay claim from the journey that already took long enough.
FAQs
Lumo Delay Repay
Can I claim Lumo Delay Repay for a 15-minute delay?
No. Lumo Delay Repay starts at 30 minutes. Lumo says delays of 0-29 minutes are not eligible for compensation.
Can I claim if my Lumo train was cancelled?
Yes, if your Lumo service was cancelled and you still travelled, arriving at your destination 30 minutes or more late. If you did not travel, Lumo says to claim a refund from the retailer you bought the ticket from.
How long do I have to claim Lumo Delay Repay?
You must submit your Lumo Delay Repay claim within 28 days of the travel date or date of delay. Lumo says claims outside this deadline will not be accepted.
What evidence do I need for a Lumo Delay Repay claim?
Keep your ticket or booking confirmation. Lumo may ask for original tickets, seat reservations, ticket type and price, journey details, planned and actual times, and the delay reason. Season Ticket holders should include the Season Ticket and photo ID card.
Does Lumo offer Automatic Delay Repay?
Yes. Lumo Automated Delay Repay is available when you opt in using the same email as your Lumo booking account and buy eligible LumoFixed or LumoFlex Advance tickets through the Lumo website or LumoGo app. It applies to Lumo delays of 30 minutes or more and cannot be added later.
Can Railed claim Lumo Delay Repay for me?
Yes. Railed can prepare and submit an eligible Lumo Delay Repay claim for you. If Lumo pays compensation, we pass it on after our 10% service fee. If the claim is rejected, there is no fee.