Our Customer Services

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Refunds and ticket changes

Need to change your travel plans? We're here to help.

Delay Repay

If your LNER train has been delayed by 30 minutes or more, you may be eligible for Delay Repay.

Assisted Travel

Need assistance? We're here to make your journey easier.

Lost Property

Lost an item on the train or at the station? We'll do our best to help reunite you with it. 

Have more questions?

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If you have additional questions or need further support, we're here to help! Check out our FAQs and get the help you're looking for.

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Contact Information

Explore our contact details and resources for assistance with Transport Focus, advertising, WiFi support and more.

Rail Ombudsman

Your feedback is invaluable in helping us to improve our services in the future at LNER.  However, if you are not happy with the response you have received from us, you can appeal to the Rail Ombudsman.

Find out more about Rail Ombudsman here.

Public Liability

All public liability claims are handled by Gallagher Bassett, who are our appointed agent.

Claims arising from accidents on LNER trains or at LNER managed stations should be submitted via the Gallagher Bassett Claims portal ID – D00019

Transport Focus

Transport Focus is the independent transport users watchdog (they used to be called Passenger Focus). They can help out with any complaints or concerns.

Telephone 0300 123 2350

Visit www.transportfocus.org.uk

London TravelWatch

For transport users in and around London, there's also London TravelWatch, another independent transport watchdog.

Visit www.londontravelwatch.org.uk

Advertising

If you are interested in advertising or running promotions at one of our stations, please contact Clear Channel on the methods below.

Telephone 020 3733 7340

Email webenquiries@clearchannel.co.uk

Visit www.clearchannel.co.uk

WiFi Support

Having trouble with the Wi-Fi? Get in touch for some help.

Telephone 0116 366 3336

 

Opening hours

Monday to Friday 06:00 - 21:00 

Saturday to Sunday 08:00 - 18:00