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FAQs

Can I order using LumoEats after arriving at the train station?
Currently, we are only offering pre-orders via this channel, with orders able to be placed from two weeks up until 3 hours prior to your scheduled departure. However, there is also a range of food available to purchase on our train.

How can I order food and drinks using LumoEats?
Simply select the departure station you are leaving from, enter your train details, load up your basket, enter your seat information and your order will be processed. A confirmation email will be sent to you when the order is received and we’ll remind you of the order before your departure.

I have a promotional discount code. How do I redeem it?
Once you have filled your basket, add your discount code at checkout and this will automatically be applied to your basket total.

How will I know that my LumoEats order has been accepted?
When a pre-order has been placed, you will receive an email, and SMS if your phone number was provided, confirming your LumoEats order.

Who should I contact if I haven’t received my LumoEats order?
If you have questions, please speak to a Customer Experience Ambassador on board your train.

I have changed my mind. How do I cancel an order?
If it is at least 3 hours prior to your scheduled train departure, you can cancel your order through the link on the confirmation email / SMS. If the order is for a train departing in less than 3 hours, the order is not eligible for cancellation.

Can I return / exchange my LumoEats order?
Food and beverage orders cannot be returned or exchanged.

Where can I find information about allergens?
Allergens may change, especially if ordering in advance – Customers must check the allergen table or food packaging when food is delivered onboard the train as allergens may change from the time of purchase on LumoEats to the point of delivery.

If you are unable to consume a food as the allergen information has changed then please speak to a Customer Experience Ambassador on board your train to arrange a refund.

Additional allergen information can be found here.

I received an email that my order could not be fulfilled. What does that mean?
In rare occasions, we might run out of an item. If that happens, you will receive an email notification letting you know that the order was cancelled and you will automatically be refunded for that item.

What happens if my train is cancelled?
If the train is cancelled, we will cancel your order and refund you. If you are rebooking your ticket, you will also need to reorder your food.

Can I change my order after it has been placed?
If you are ordering food or drinks through LumoEats you will be unable to edit your order once it has been submitted. If you want to change your order and it is more than 3 hours prior to your scheduled departure, you can cancel the original order and resubmit.

When do I get charged for my order?
Transactions are pre-authorized once your order is submitted and charged when your order is processed. Orders are processed 3 hours before scheduled train departures. You will receive an email from LumoEats powered by Servy containing a confirmation eReceipt once your order has been placed.

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