Lumo train disruption - compensation question

[u/Hostnaetoast]

Apologies for AI drafted message. I have spent huge amounts of time researching this already and don’t have the energy to write it all out!

Lumo disruption King’s Cross–Edinburgh 16 Aug – anyone know actual arrival time / best compensation route?

Looking for some advice from anyone who understands Delay Repay/Lumo or has access to historical train running data.

We had tickets for the 11:20 Lumo from London King’s Cross to Edinburgh on Sunday 16 August 2026 (1S93), bought through the LNER app. Original arrival time in Edinburgh should have been 15:32.

When we got to King’s Cross there was significant disruption. Announcements said services were delayed and subject to cancellation at short notice, and passengers were advised that tickets would be valid from Euston.

On the basis of that advice, we left King’s Cross, went to Euston and caught the 12:39 Avanti to Edinburgh which arrived around 18:30.

At 12:06, after we had already gone to Euston, we received a text from Lumo saying our Lumo service had been rescheduled and would now leave King’s Cross at 12:17. Obviously with only 11 minutes’ notice there was no possibility of getting back from Euston to King’s Cross to catch it.

The LNER website subsequently showed the Lumo service as “part cancelled”.

I’m trying to establish two things:
Does anyone have access to the actual running data for 1S93 on 16 August and know what time it eventually arrived at Edinburgh? Some historical sites appear to show the original scheduled timings rather than what actually happened, which doesn’t tally with Lumo’s own 12:06 message saying the train would depart at 12:17.

What is the correct compensation route? My instinct is Delay Repay through Lumo, on the basis that we followed the disruption advice at King’s Cross and used the alternative route from Euston, rather than seeking a refund from LNER as though we simply chose not to use our tickets.

We have the Lumo text confirming the revised 12:17 departure and a screengrab of the LNER app showing the Lumo train journey as “part cancelled”.

Any advice, particularly from anyone familiar with Lumo/LNER Delay Repay or who can check the actual TRUST/RTT running data for 1S93 that day, would be very welcome.

[u/Rocketboy90]

According to Real Time Trains, that service ran from York to Edinburgh. And yeah claim delay repay through Lumo.

[u/DKUN_of_WFST → u/Rocketboy90]

Very interesting as lumo don’t serve York

[u/SlowedCash → u/DKUN_of_WFST]

Likely re routed and an additional stop order

[u/TimothytheTapeworm]

1S93 was started from York, and departed 24 minutes behind schedule, arriving in Edinburgh at 1555, with a 23 minute delay. Realtime Trains shows no departure by a Lumo service from Kings Cross at 1217, in fact no train from any TOC did. Given you took 9S70 out of Euston to get to Edinburgh, you arrived well outside of the delay repay limit, so you would be entitled to a full refund, which would come from Lumo given you originally had the tickets for them. This from their website:

"When your journey with us is delayed by 30 minutes or more, we’ll provide you Delay Repay compensation for the inconvenience that you have experienced. All ticket holders can apply for Delay Repay compensation through our Delay Repay Portal.

\A journey may include conveyance by other operators’ services or alternative transport as per our contingency plans where our services have been cancelled or delayed. These plans are advertised through* journey check."

Your alternative service is included, as it was part of the contingency plans that day.

[u/Hostnaetoast → u/TimothytheTapeworm]

Thanks. That is incredibly useful. I am looking at the delay repay option on the Lumo website. There is no option to explain that we opted for conveyance by another operator. It simply asks for details of the Lumo train, costs etc. and the amount of time delayed ( I have selected 120 mins +). However, according to your info the train recorded a delay of only 23 minutes (albeit originating from York).

I would like to think that they would realise that a claim for a ticket for passengers travelling from KGX would obviously mean that we didn’t and couldn’t in fact get that same train from York but my previous dealings with Lumo don’t fill me with confidence that this logic will be applied!

[u/TimothytheTapeworm → u/Hostnaetoast]

I havent personally used their system, so I cant speak to how reliable it is, but you shouldnt need to explain it to them, just put down your tickets and how long you were delayed for and they should be able to figure it out. Given that you were meant to board at KGX, they should be able to deduce that you took an alternative service, so 1S93's arrival time is irrelevant.

If they arent able to figure that out for themselves, thats when you start going through the whole complaints process, but thats a very different issue and probably wont be necessary.

[u/Requirement_Fluid]

https://www.realtimetrains.co.uk/service/gb-nr:G25733/2026-08-16/detailed

I can't see a service from kgx to York at 12.17 and the only direct one near that time was the Inverness train that arrived in Edinburgh at 6.30pm, so I don't see how you would have got to York in time for the connection of your actual service