Absolute Shambles cost us £88 and Embarrassment on wrong train.
We had tickets for Kings Cross to Newcastle. There was a bus replacement service to Peterborough. There were no signs, no info and no rep to tell us where to get the bus. Customer help at Kings Cross said ask the Lumo rep. There was none. We rang Lumo only to be told to ask at the station.
After asking every coach driver we could find, and various groups of people who were standing waiting for something, we found the correct coach. We were already on it when the rep turned up.
We made it to Peterborough. No signs there, no info about the train. No Lumo rep.
We knew it was the Edinburgh train so we did what anyone would do - got on the first Edinburgh train (after making sure it stopped at Newcastle).
This was the wrong train. We had no option but to buy tickets from the conductor after the train set off.
Lumo aren't interested as we bought the tickets from Trainpal. Hugely out of pocket.
Reply from Lumo
Thank you for your feedback. Lumo did have coach coordinators and station staff assisting customers board our very busy coach services from both London King's Cross to Petereborough, together with our X team @LumoTravel and addtional signage directing all to our pickup points The platform and station customer information screens do detail the train operator name, helping direct customers to the correct service provider. Sorry to hear you boarded the wrong train service, we will feedback your comments to the relevant teams - Thank you