Claim a Refund

If you have already collected or been sent your tickets via the post and have not yet submitted a refund request, or your account states that LNER are awaiting tickets, please follow the instructions below and fill in our web form.

When submitting the image:

• Please cut your paper ticket in half from top to bottom
• Take a photograph of the ticket on a plain background with the two pieces of the ticket clearly apart
• Please ensure the details on both halves of the ticket are readable
• We only require an image of your actual travel ticket(s) or booking confirmation
• And any journey information e.g. ‘I was planning to travel from King’s Cross to Newcastle on the 20 May at 10:00am”.
• Please ensure you put your refund reference number in the subject of the email
• A refund reference starts 20R or 19R and is 10 characters long

• Purchase a new Advance ticket (this must be for the same two stations as your original ticket)
• Please email our customers@lner.co.uk who will be able to refund your original ticket
• Refunds can take up to 28 days to process. A £10 admin fee will apply unless you are exempt.

If you have an Advance ticket which was purchased on or after 24 November for travel between 23 to 27 December you will not have to pay the £10 admin fee to change your ticket.

• Purchase a new Advance ticket (this must be for the same two stations as your original ticket)
• Please email your request to customers@lner.co.uk
• Subject line in your email must only be: Admin Fee Waived Request
• Include your booking reference in your email which starts with 21S, found in the body of your confirmation email.

Once we have received the above information, we will confirm to you via email that any applicable admin fees have been refunded back to your original payment method. If we are unable to refund back to the original payment method used online, our Customer Service team will arrange a BACS transfer and will contact you via email about this.

If you bought your eTicket through our website or app please fill in our web form. 

If you bought your ticket elsewhere please contact that retailer directly, such as the Trainline, their refund policy may be different and unfortunately, we are only able to process tickets booked direct with LNER.

1. The price of your original Advance ticket will be deducted from the price of the new Advance ticket
2. A £10 admin fee will apply unless you have an Advance ticket which was purchased on or after 24 November for travel between 23 to 27 December, you will not have to pay the £10 admin fee.

If you have already been charged an admin fee at a station Travel Centre before the most recent changes in Covid restrictions, please follow the below steps:

• Please email your request to customers@lner.co.uk
• Subject line in your email must only be: Travel Centre Admin Fee Request
• A picture of your paper ticket and receipts of the admin charge paid (picture sizes can be up to 3.5mb)

Once we have received your email, we will confirm to you via email that any applicable admin fees have been refunded back to you. For Travel Centre purchases we are only able to refund via BACS transfer. Our Customer Service team will arrange a BACS transfer and will inform you how to do this. Refunds can take up to 28 days to process.

Advance tickets are non-refundable unless you bought your ticket on or after 24 November for travel between 23 to 27 December. If you have purchased your tickets from one of our Travel Centres or Ticket Vending Machines, we appreciate you might not wish to travel back in person due to Covid restrictions.

If this is the case your ticket can be refunded as Rail Travel Voucher or eVoucher that will be valid for 12 months or a cash refund (and you won’t be charged the standard £10 admin fee). Please follow the below steps:

• Email your request to customers@lner.co.uk
• Subject line in your email must only be: Travel Centre Credit Note Request OR Travel Centre Refund
• A picture of your paper ticket, please provide a picture of your ticket cut up and with the words “Voided” written on it (picture sizes can be up to 3.5mb)
• Include the postal address you wish the Rail Travel Vouchers to be sent to
• If you would prefer an eVoucher please provide the email address that you use to sign into your online account with LNER.

Once we have this information, we will confirm to you via email that your Rail Travel Vouchers have been issued. Please allow 7 – 14 working days for vouchers to arrive via post.

If you are eligible for a cash refund, our Customer Services team will arrange a BACS transfer and will inform you how to do this. Refunds can take up to 28 days to process.