I travelled with Lumo from Edinburgh to King’s Cross on 7 September, and sadly my experience reflects what another reviewer said about staff shouting at passengers. On boarding, I found no space for suitcases and simply signalled to a staff member, who was just finishing an announcement, to ask which direction the luggage compartments were. Instead of assisting, she snapped that I shouldn’t have interrupted her.

In the next carriage I leaned forward to check if there was room for luggage, so I could move on if needed, when the same staff member suddenly appeared and began shouting at me, accusing me of queue-jumping and threatening that if I continued speaking I would not be allowed to travel.

Paying over £80 for a single ticket only to be spoken to in such a hostile and humiliating way is unacceptable. As another reviewer said, I wouldn’t tolerate this even on a free service, let alone one at this price. Staff should support passengers, not berate them. I won’t be travelling with Lumo again.