Lumo Cancellation Tonight - URGENT

[Waverley125]

Friend has a ticket for the 2027 KGX-EDB tonight, has been emailed that it's cancelled.

Email states she can get the 'next available LUMO Service which complies with ticket conditions'. Given there aren't any that night, it would seem to be the 0545 on Friday.

Does this not violate 28.2 of the NRCTs? As it's an operator cancellation, they need to endorse the ticket for travel on either the 1900 or 2000 LNER services, or provide a taxi?

 

[RJ]

The best advice would be for her to contact Lumo directly, to see what other arrangements have been made.

 

[janb]

From Lumo's website under Live Train Times

20:27 London Kings Cross to Edinburgh due 00:47 will be started from Newcastle.
It will no longer call at London Kings Cross.
It will be delayed at Newcastle.
This is due to a shortage of train crew.
Additional Information:
Customers at London Kings Cross are advised to board the LNER service departing London Kings Cross at 21:00 to Newcastle. At Newcastle, customers can connect with the Lumo service for onward travel to Edinburgh.
Please see station staff for further information.

 

[sonic2009]

So LUMO are obviously going to hold the train at Newcastle until 0044 - the expected arrival of the 2100 departure from London Kings Cross - this is the question I would be asking as it's not obvious from the wording above.

 

[CompactDstrxion]

So LUMO are obviously going to hold the train at Newcastle until 0044 - the expected arrival of the 2100 departure from London Kings Cross - this is the question I would be asking as it's not obvious from the wording above.

It does say the service will be delayed at Newcastle, so seems highly likely!

 

[Watershed]

From Lumo's website under Live Train Times

Ouch, that's going to cause quite some delay!

The automated email really should give a more accurate picture of what the passenger's rights are. The alternative arrangements outlined in JourneyCheck do at least mean that there's little risk of stranding - but that merely means that the obligation under NRCoT 28.2, and the fundamental contractual obligation to get you from A to B, has been fulfilled.

A substantial delay can be anticipated as a result of the part cancellation - the 21:00 isn't due into Newcastle until 00:44, so the Lumo service will likely be between 1.5 and 2 hours late in arrival, depending on if it gets stuck behind any freight trains due to being held at Newcastle. Therefore, passengers also have rights under Article 16 of the Rail Passengers' Rights and Obligations Regulation (PRO), EU 1371/2007.

They have the right to choose to be re-routed to their destination at the earliest opportunity. Which clearly, does not involve having to wait for the 21:00 to Newcastle. A member of the public can still go and buy a walk-up ticket and travel on the 19:00 to Edinburgh and so this would be the earliest opportunity (there are no other Edinburgh services in between - and the next service is the Caledonian Sleeper from Euston!).

If the passenger asks Lumo to reroute them on 19:00, and Lumo refuse to do so, then the passenger would be entitled to buy a new ticket and recover the cost of doing so from Lumo.

 

[skyhigh]

The automated email really should give a more accurate picture of what the passenger's rights are.

I would be interested to know but I'm guessing it's an automated email from Trainline rather than Lumo.

 

[_toommm_]

The service down to Kings X that departs Edinburgh at 11:19 is terminating at Newcastle, with passengers being sent via Carlisle on Northern and Avanti. Only a three hour delayed arrival!

 

[Watershed]

The service down to Kings X that departs Edinburgh at 11:19 is terminating at Newcastle, with passengers being sent via Carlisle on Northern and Avanti. Only a three hour delayed arrival!

Hmm, I wonder how much of an unnecessary delay that's going to cause...

Yet another breach of the PRO. It's seems to be a daily occurrence with Lumo unfortunately.

I would be interested to know but I'm guessing it's an automated email from Trainline rather than Lumo.

That's as may be, but all retailers should be advising passengers of all their rights. Not just the usual "next train of the same TOC" drivel - which often, as in this case, can be spectacularly useless advice.

 

[skyhigh]

That's as may be, but all retailers should be advising passengers of all their rights. Not just the usual "next train of the same TOC" drivel - which often, as in this case, can be spectacularly useless advice.

Fully agree, just that Trainline seem to be particularly bad.