Ollie Field

My friends and I had an incredibly frustrating experience with Lumo, the train company, that left me extremely dissatisfied with their customer service. Not only did they fail to provide adequate information, but they also displayed a clear bias when it came to their policies regarding the transportation of golf clubs. One of the most infuriating aspects of my experience was the complete lack of clarity regarding their policy on carrying golf clubs. Prior to booking my ticket, there was no indication whatsoever that Lumo does not allow passengers to bring their golf clubs on board. It was only when I arrived at the station with my golf clubs in tow that I was informed of this restriction. To make matters worse, when I raised my concerns with the Lumo staff, they offered no suitable alternative or resolution. It was incredibly disheartening to see that other passengers were allowed to board the train with their golf clubs, while I was left with no options or alternatives. This inconsistency in their enforcement of policies is simply unacceptable and highlights a clear lack of fairness and professionalism. What disappoints me the most is Lumo's blatant disregard for customer satisfaction. Their customer service representatives showed no empathy or willingness to address the situation. Instead, they seemed indifferent to my concerns and offered no apology or attempt to rectify the issue. I strongly urge Lumo to reevaluate their customer service practices and improve their communication. Providing accurate and transparent information prior to booking is crucial in ensuring that customers can make informed decisions. Additionally, equal treatment of all passengers, regardless of their belongings, should be a fundamental principle upheld by any reputable train company. Based on my experience with Lumo, I cannot recommend their services to others. Their subpar customer service, lack of clear communication, and inconsistency in enforcing policies have left a lasting negative impression. I hope that Lumo takes this feedback seriously and works towards improving their service quality and customer experience.