Train companies
Lumo Delay Repay
Independent site, not a train company or claims service. You claim only through your operator’s own form.
Locked on Lumo, the calculator shows what its Delay Repay terms pay for your fare and the minutes you arrived late.
Lumo would pay
£19.50
50% of the single fare paid
| Scheme | Delay Repay 30, from 30 min |
| Band applied | 30–59 min |
| From 60 min late | £39 |
| Claim by | 23 November 2026 (28 days left) |
Estimate from the scheme Lumo publishes, read on 26 October 2026. The operator checks the train you were on and decides the claim.
Lumo is the low-fare open access service of FirstGroup on the East Coast route between London King's Cross and Edinburgh. Its Delay Repay starts at 30 minutes late, as with other Delay Repay 30 companies, but stops at two levels: 50% of a single or 25% of a return for 30 to 59 minutes, then the whole single or 50% of a return from one hour, however long the delay lasts. With low advance fares the sums are modest: a £39 single arriving 33 minutes late earns £19.50. Advance tickets bought direct can be claimed automatically if you opt in to Auto Delay Repay before the day of travel ends; everything else goes through its portal within 28 days. Lumo aims to decide every claim within 20 working days, and in April 2025 to March 2026 it approved 80.6% of the claims it closed.
One journey on your season, by operator
Value used per journey
£10
| Divisor at Lumo | 40 |
| 30 to 59 min late pays | £5 |
| 60 to 119 min late pays | £10 |
Schemes and rules read by Radif Partners · Editorial policy · Method
Opting in before you travel
Lumo's Auto Delay Repay is the quickest way to be paid, but its conditions are strict. You pre-register with the same email you use to buy advance tickets on the website or the LumoGo app; the option covers LumoFixed and LumoFlex fares only; it must be switched on by the day of travel at the latest; and once on, it applies to future eligible journeys. If the train reaches your station 30 minutes late or more, Lumo processes the claim for you within 24 hours of the journey. Our page on automatic Delay Repay compares this with schemes that start a claim without any sign-up.
Everyone else uses the non-automated portal. If you used several tickets for a single journey, you are compensated for the whole journey if one ticket covered the delayed Lumo service, so keep paper tickets until the claim is paid.
What the two levels pay
| Arrival delay | Single | Single at £39 | Return, each late leg |
|---|---|---|---|
| 30 to 59 | 50% | £19.50 | 25% |
| 60 or more | 100% | £39 | 50% |
The cap at one hour matters for returns. A £70 return with a three-hour delay on one leg gives £35, not the whole fare; both legs late by an hour give £70. For a season, divide the price by 20 (weekly), 80 (monthly) or 928 (annual) for a delay of 30 to 59 minutes, and by 10, 40 or 464 above one hour; each delayed journey is claimed on its own with a copy of the season.
Why Lumo turns claims down
Lumo publishes the most common reasons for an unsuccessful claim:
- the delay was under 30 minutes;
- the same journey was claimed twice, or the ticket had already been claimed against;
- the journey details were wrong;
- the claim arrived more than 28 days after travel;
- the delay was on another operator's train, so the claim was passed to that company.
An appeal goes by email to its customer experience team. If the answer still seems wrong, the Rail Ombudsman can review it once the company has given a final response.
How an operator handles Delay Repay claims
Claims approved
80.6%
| Closed within 20 working days | 100% |
| Claims closed | 49,694 |
| Period | April 2025 to March 2026 |
Office of Rail and Road, Table 4410 (OGL v3.0). Where the ORR reports a group, the figure covers all its brands.
Payment, timing and the figures
The online form offers bank transfer, card, cheque, e-voucher, charity donation; the charity option goes to Action for Children. Once a claim is approved, Lumo says bank transfers are made within 14 days and a cheque may need as long as 28 days to reach you. It also points out that, under the Conditions of Travel, the date a claim is agreed may not be the date it was received. A postal claim goes to Freepost LUMO DELAY REPAY with the original tickets, addressed exactly as shown and with no stamp.
ORR Table 4410 shows 48,822 Lumo claims received in April 2025 to March 2026, with 100.0% closed inside 20 working days. For April 2026 to March 2027, provisional figures for the first 4 periods give 22,046 claims and 79.3% approved. The same table now lists a separate Lumo West Coast line, with 2,249 claims so far and 76.9% approved; the Lumo pages read give no separate terms for it.