LumoGo

Still not received my refunded after train was delayed

I contacted support when the far right racial tensions were rampant and escalating. For context, I’m a part of the community that was being targeted and attacked by the rioting activity and so it wouldn’t have been safe for me to travel to the north east. When monitoring the situation, I made an exec decision to prioritise my safety and cancel my trip while the situation was ongoing and it was unsafe. I explained this to the operator which was already a vulnerable thing to divulge but it didn’t matter. I contacted their support team well in advance of the travel date expecting to be met with empathy and was told they wouldn’t be able to refund me and my only option would be to spend more more to change my travel date. This was incredibly disappointing and a clear example of of they put profit over people. Given the extenuating circumstances and where I was due to travel to I was expecting to be met with empathy but they don’t care. I’m £130 down for a trip I was unable to take due to no fault of my own. I’d suggest booking though a different provider that actually offers support to their customers. This was my first and last time I spend money with this company.

I am visually impaired and use VoiceOver on my iPhone. I was not able to set up an account for this app this is therefore discriminatory against blind people. Perhaps they don’t want blind passengers. The could never pre-94:34 drinks and food anyway. They might be an open access operatir but the least they could do is have an accessible app.

Absolutely horrendous buggy mobile app and web. Avoid by all means!

This company is really afraid to say “we’ve got your money and we don’t give a 5hit if you travel or don’t”.

Pretty frustrating that the strong password I.e. Face ID is not recognised / accepted on the App. Link sent to reset password takes you back to website where the password ( strong) is set to Face ID - pretty basic error

Why do you not have simple Apple wallet support? There’s no easy way for me to share tickets with travelling partners, Apple wallet tickets can be easily shared and can be used from the Lock Screen without having to open an app. Won’t be buying tickets through Lumo again. Also the ticket in app does not show seat number as others have already mentioned.

Simple and economical

I booked tickets no seat reservation??? (Lumo got back to me over 2 weeks later…you decide if that is good not…they said that they looked at the booking and seats were allocated. But the ticket in the app does not show any seat numbers. Obviously I am complete idiot for complaining about this! LUMO APP TEAM: THE TICKETS DO NOT SHOW THE SEAT NUMBERS. TEST IT AND YOU WILL SEE THAT THIS NEEDS FIXING. Ticket number AOCC84P8WDGO Also tried to book for 11 Mar kings x to Edinburgh your app kept saying error How about - making sure app works ALL THE TIME - make sure you deliver what you promise eg. Ability to reserve seats my ti ket in the Lumo app does not actually show me which train time I am booked on! The ticket says “valid from”. What does that mean? That I can travel on any train after 09:11?? Why does you app not say: you are booked on the 09:11 service arriving at 13:48?? The app does not say the departure time or arrival time! there were 8 announcements before departure. No one wants announcements! Read the research / feedback - no one listens to train announcements! Cannot give you feedback within the app as that does not work either Maybe think about not offering videos but offering seat reservations? Maybe get the basics right?

Downloaded the app in Nov 2021. Have been trying to book a ticket with no luck even to enter destination names. Total waste of time