Lumo no longer providing customer service for West Coast services on Twitter?

[Ellwill]

Bit of a curiosity I observed today, around 10:00 this morning Lumo put this announcement out on their Twitter feed:

Image: Deleted tweet from @LumoTravel shown in a Discord embed. TRANSCRIPT FOR SCREENREADER: "Please note that from 26th July 2026 this account does not manage Lumo West Coast services. We are unable to assist with enquiries relating to services between London - Stirling. If you have any questions or need support regarding Lumo services that call at London Euston, Stirling, Milton Keynes, Nuneaton, Crewe, Preston, Carlisle, Lockerbie, Motherwell, Whifflet, Greenfaulds or Larbert then please contact the Lumo Customer Experience team through the below details: 0345 528 0409 (06:00 to 23:00 Monday to Sunday except Christmas and Boxing Day) Customerexperience@lumo.co.uk (Live chat) - www.railhelp.co.uk/lumo You can check for live journey updates here: www.journeycheck.com/lumo/ Thank you for your understanding."
It was then subsequently deleted by 16:30 this afternoon. It's unclear whether they're in fact going ahead with this change or not, as they appear to be walking it back, but for me this does raise the question of the long term prospects of this service... Would be curious to hear your thoughts.

 

[KNN]

Sounds like a classic First balls up.

If i was going to guess from knowing how they operate, it would be along these lines:

That account for original Lumo is run by a third party, who is being messed around over the contract for Lumo West Coast. They've been doing it for free while the contract gets sorted and now they've got fed up of being treated badly.

 

[speedy1]

Maybe they're taking a stand against encouraging people to sign up to a US tech giant run by an oddball as a way of getting customer service for a UK train service ?

Just kidding, it's probably something more boring

 

[Djgr]

Maybe they're taking a stand against encouraging people to sign up to a US tech giant run by an oddball as a way of getting customer service for a UK train service ?

Just kidding, it's probably something more boring

Certainly many people have left the platform.

 

[800001]

Lumo were taking there control function in house, may just of happened, it was previously done by TPE.

Maybe they were meant to announce a separate X account for Lumo Stirling, and someone didn't tweet it properly.

 

[KNN]

Certainly many people have left the platform.

Me included. But that's not what they said. And none of the social media platforms are owned by people with ethics.

== Doublepost prevention - post automatically merged: 25 Jul 2026 ==

Maybe they were meant to announce a separate X account for Lumo Stirling, and someone didn't tweet it properly.

Doesn't read like that to me, it looks like an obviously prepared statement

 

[TUC]

Certainly many people have left the platform.

Who cares what the platform is? If the information I need is there (although in terms of the OP it may not be), I'll use it.

 

[superalbs]

Lumo were taking there control function in house, may just of happened, it was previously done by TPE.

Maybe they were meant to announce a separate X account for Lumo Stirling, and someone didn't tweet it properly.

I cannot wait for a repeat of the constant pinging between the two Lumo accounts, just like the good old Virgin Trains EC days...

 

[TUC]

One would think that Lumo/First on a very basic marketing sense would know that having confusion over multiple informatio/communication routes is to be avoided.

 

[Djgr]

Who cares what the platform is? If the information I need is there (although in terms of the OP it may not be), I'll use it.

It's probably to best to choose a platform that is not declining. I wouldn't recommend MySpace for example.

 

[greatkingrat]

It is not an either/or situation. Companies can have multiple ways of posting information. And while X may have declining usage, it is still way ahead of similar platforms like Bluesky or Mastodon.

 

[tutacre]

I suspect the issue is that these are genuinely two completely separate TOCs, with completely separate operating procedures and processes. They aren't just separate routes - they're completely different operators that share branding - a bit like when Virgin had West Coast and CrossCountry.

The operations side of Lumo Stirling is a combination of Rail Adventure, GBRf and First Rail Stirling staff - but crucially, GBRf provide the control (Glasgow/Peterborough) etc (and presumably some degree of social media, or have systems that generates it).

Lumo East Coast (and Hull Trains) uses (or did use) TransPennine Express - historically FirstGroup too - and I wonder if that arrangement is causing a problem giving GBR and their views around open access operations, which is causing a bit of a switch around.

 

[positron]

Using unified branding for distinct business operations is asking for this kind of issue. When the railways are trying to move towards unification having First act like clowns isn't exactly selling government on why open access should be allowed to remain.

 

[800001]

I suspect the issue is that these are genuinely two completely separate TOCs, with completely separate operating procedures and processes. They aren't just separate routes - they're completely different operators that share branding - a bit like when Virgin had West Coast and CrossCountry.

The operations side of Lumo Stirling is a combination of Rail Adventure, GBRf and First Rail Stirling staff - but crucially, GBRf provide the control (Glasgow/Peterborough) etc (and presumably some degree of social media, or have systems that generates it).

Lumo East Coast (and Hull Trains) uses (or did use) TransPennine Express - historically FirstGroup too - and I wonder if that arrangement is causing a problem giving GBR and their views around open access operations, which is causing a bit of a switch around.

What part do Rail Adventure play?

 

[liamf656]

What part do Rail Adventure play?

I believe they're involved in the stock movements to/from Ferme Park, but someone please correct me if I'm wrong!

 

[styles]

I suspect the issue is that these are genuinely two completely separate TOCs, with completely separate operating procedures and processes. They aren't just separate routes - they're completely different operators that share branding - a bit like when Virgin had West Coast and CrossCountry.

The operations side of Lumo Stirling is a combination of Rail Adventure, GBRf and First Rail Stirling staff - but crucially, GBRf provide the control (Glasgow/Peterborough) etc (and presumably some degree of social media, or have systems that generates it).

Lumo East Coast (and Hull Trains) uses (or did use) TransPennine Express - historically FirstGroup too - and I wonder if that arrangement is causing a problem giving GBR and their views around open access operations, which is causing a bit of a switch around.

Indeed, and I'd also suggest that from a passenger point of view it probably makes sense to have separate social media accounts because if you're trying to find out about disruption on the west coast you probably don't want half the feed littered with posts about the east coast. There isn't a single bit of shared route, and not even the same London terminal.

 

[800001]

Indeed, and I'd also suggest that from a passenger point of view it probably makes sense to have separate social media accounts because if you're trying to find out about disruption on the west coast you probably don't want half the feed littered with posts about the east coast. There isn't a single bit of shared route, and not even the same London terminal.

You would have thought this would have all been carefully thought through before launching the service.

 

[positron]

You would have thought this would have all been carefully thought through before launching the service.

Why bother when they can just make as much profit extracting from the government money as possible.

 

[Tetchytyke]

You would have thought this would have all been carefully thought through before launching the service.

Have you met First Group before?

 

[800001]

Have you met First Group before?

Yes!
And the current Service Delivery director for Lumo East coast services is a very competent leader who I thought would have helped have this commutation channels sorted.

 

[Ivan Winters]

Obvious remark. Lumo Stirling is an open access operator so how the hell can they make a profit from the government money. Open access operator do not get government money.

 

[saismee]

Obvious remark. Lumo Stirling is an open access operator so how the hell can they make a profit from the government money. Open access operator do not get government money.

By taking the passengers, though if they're successful maybe the government should look at them for pointers on how to run an effective service.

 

[Merle Haggard]

Obvious remark. Lumo Stirling is an open access operator so how the hell can they make a profit from the government money. Open access operator do not get government money.

Lumo use Network Rail infrastructure, subsidised to quite a extent by the Government to make up the shortfall between income (from train toll charges) and expenditure .

 

[Clarence Yard]

NR infrastructure is 90% subsidised by Governments, only 10% coming from “real” track access charges, payable by all TOCs/FOCs on the same basis.

Previous Government policy has been to allow the ORR to charge only short run marginal costs (with minor mark ups), to encourage modal shift. That policy is strongly rumoured to be changing for 2029 with the start of GBR FP1. GBR will always be subject to “Directions and Guidance” from the DfT.

 

[800001]

Well despite the tweet that Lumo posted back in July, stating that there X account would no longer post regarding the Stirling service, they have today tweeted about the west coast Lumo services due to two services operating without toilets.

Lumo (@LumoTravel) on X

The 1919 service from #LondonEuston to #Preston will stop at Nuneaton for enough time to allow passengers to use station facilities due to a lack of toilets on board. Please listen carefully to on board announcements and speak to our team if you need further assistance. We

x.com

Unfortunately, due to a fault on this train there are no toilet facilities available on the 1527 #Preston to #LondonEuston and the 1919 London Euston to Preston service.

We apologise for this, and the train will make additional stops as required. Please do speak to our team on board the train who will do their best to assist you.

The 1527 will have additional time at Preston and Nuneaton to allow customers time to use station facilities.

 

[GoneSouth]

So I need Twitter / X account to find out that vital piece of information. I shouldn’t have to do that. The information should be sent as a notification from their app where you bought your ticket. I was going to say I hope that will change with GBR, but I then realised it’s open access and GBR couldn’t care less about them apart from when they get in the way on the tracks.

As for running an intercity train with no toilet facilities (yes, a brand new one), what a disgrace. We’re certainly hurtling to the bottom when it comes to service. Did they have a loo break at Crewe?

 

[MultiTracker23]

So I need Twitter / X account to find out that vital piece of information. I shouldn’t have to do that. The information should be sent as a notification from their app where you bought your ticket. I was going to say I hope that will change with GBR, but I then realised it’s open access and GBR couldn’t care less about them apart from when they get in the way on the tracks.

As for running an intercity train with no toilet facilities (yes, a brand new one), what a disgrace. We’re certainly hurtling to the bottom when it comes to service. Did they have a loo break at Crewe?

Loo break was at Nuneaton.

 

[185143]

So I need Twitter / X account to find out that vital piece of information. I shouldn’t have to do that. The information should be sent as a notification from their app where you bought your ticket. I was going to say I hope that will change with GBR, but I then realised it’s open access and GBR couldn’t care less about them apart from when they get in the way on the tracks.

As for running an intercity train with no toilet facilities (yes, a brand new one), what a disgrace. We’re certainly hurtling to the bottom when it comes to service. Did they have a loo break at Crewe?

Would an airline operate (or even be allowed to) a flight with no toilets? I know Michael O'Leary went on about charging for toilets a few years ago, and I'm pretty sure he was told he couldn't do it. It was almost certainly just free PR. But still.

I'm thinking the likes of the BA domestic shuttles and short Irish Sea hops, rather than the likes of the Orkney Inter Island Air Service for obvious reasons!

 

[Tom]

Would an airline operate (or even be allowed to) a flight with no toilets?

I have been booked on short haul flights that have been cancelled due to non-functioning toilets, I think BA have also turned back flights due to failures of the toilets.

 

[GoneSouth]

Loo break was at Nuneaton.

Well at least they had one I suppose. How on earth did they make sure everybody was back onboard before they left, that could have been a long queue at the bog.

Oh, hang on, they probably tweeted ‘leaving in 3 minutes’ and just expected everybody to be able to read it.