Our customer services

There are some things we get asked a lot. Here's some answers we prepared earlier.

Our friendly staff are on hand to help. Find out how how to get in touch, whatever you need.

Find out how to change or refund your ticket. How to apply for a Season Ticket refund or how to claim delay repay compensation here

If we’ve slowed you down, we’ll do our best to help you claim back some of the ticket cost pronto.

We're so confident you won't find a cheaper LNER ticket anywhere else that if you do, we'll match them and refund the difference. Promise!

If you booked a seat only to find someone in it, you can claim back the cost with our Seat Guarantee scheme.

Arrived with fewer possessions than you set off with? No worries. We’ll do our best to track your stuff down with our Lost Property finder.

It might sound funny, but you need to buy a ticket to travel on our trains. And you need to have it with you when you board. Read our Revenue Protection Policy to find out why.

Leaving your car at our stations isn’t a problem – as long as you park in the right places and pay to stay. Here’s how we keep things fair and square.