Cancelled train from Newcastle to London Kings Cross after Storm Arwen. The scheduled departure time was 10.51 am on the 29th November but the train was cancelled. We didn’t know it was cancelled until we arrived at Newcastle Central Station and had no emails/text messages or any contact from Lumo about the cancellation. We were told by the lady at the information kiosk that our tickets were not valid to travel on any other train operators and when we called your customer services number, it went through to National Rail Enquiries and they informed us that they didn’t know what was going on as they couldn’t contact anyone at Lumo. Having no information from Lumo, I had no choice but to buy two single tickets from LNER. We finally got an LNER train from Newcastle Central Station at 13.56, three hours later than planned. Lumo’s Passenger Charter states that “As soon as our Customer Experience Ambassadors know what is happening, and what the impact is likely to be, they will let you know. They will also be able to provide information regarding the best options for you to complete your journey.” “If we do not make those arrangements for you, and you make them yourself then we will pay your reasonable and proportionate costs for: • Alternative travel” At no point was there a ‘customer experience ambassador’ to help and as we had no choice, we had to make our own arrangements. I cannot claim a refund through LNER as these were tickets bought as alternative travel for Lumo’s cancelled train. Under: The Consumer Rights Act 2015 section 49 Service to be performed with reasonable care and skill (1) Every contract to supply a service is to be treated as including a term that the trader must perform the service with reasonable care and skill. Lumo did not at any point perform with reasonable care and skill to resolve the issues of the cancellation. I did receive a full refund on the two single Lumo tickets but have unsuccessfully on the alternative arrangements I’ve made as of 6th December. I’ve now emailed them to try and resolve this before I escalate to the Rail Ombundsman. WARNING: As they have no one to help you when the proverbial “s#*t’ hits the fan, their customer service is woefully lacking and keeping your customers informed, non-existent. Hopefully, they might get better?