Awful
Awful! Have used Lumo several times to travel to London and in most recent journey on 20th July I was delayed almost 2 hours.
I made a claim here for £83.70 in line with National conditions of carriage and Lumo's own guidelines. However, my claim was subsequently rejected with zero detail or reasoning citing "It doesn't meet the criteria" despite clearly meeting this...
Have emailled customer service with no response.
Have appealled, only to have the appeal show a lower claim amount...
Will not travel with Lumo again if the claim is not paid.
Claim: LMO-4023-429-543
Reply from Lumo
Sorry to hear you were delayed 118 minutes on the 20th of July due to emergency services dealing with an incident on the line. Looking at your Delay Repay (DR) claim, this was declined due to your third-party retailer's IT system showing they had already actioned your claim. In response to this showing actioned in their systems, we would not then process any Delay Repay claim as this would create a duplicate payment.
We have since contacted the 3rd party retailer on your behalf, they identified an ongoing IT issue which is out of our control. They have since cleared the ticket off their system as unpaid for Lumo to provide the Delay Repay payment in accordance with our policy.
Your payment will be processed and paid using your preferred method of repayment, reaching your account within 5-7 days and you will receive a confirmation email shortly. Please accept our apologies but as explained this was an IT error with your ticket retailer's system which we have no control over unfortunately.
Regards Lumo