When you book directly with LNER, we can help you when your plans change and you're no longer travelling.
Book with confidence until 30 September 2022. You can change your tickets fee-free or request an eVoucher which are valid for 12 months.
Refunds can take up to 28 days to process.
If you are unable to go to a Travel Centre to apply for your refund, we can offer a refund with proof that your tickets have been void.
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.
We pride ourselves in offering you the best customer experience. Unfortunately, if you haven't booked here on our website or app, we aren't able to help you. Of course we recommend booking with LNER next time, but for now here's some useful links:
You don't need to do anything.
If you arrived at your destination station 30 minutes or more after the scheduled time, you may be eligible for Delay Repay.
If your train was cancelled or changed and you decided not to travel, you can get a full refund from your original point of sale up to 28 days after the date on your ticket. If you bought your tickets on the LNER website or App, go to your account.
If your train wasn't cancelled or changed and you didn't travel, any Advance tickets are not eligible for a refund. However, you can still make your journey up Tuesday 2 August. If you bought your tickets on the LNER website or App, we will offer a full refund as an LNER e-voucher, the value of which can be used towards a different journey. Go to your account to apply for your refund.
If your train was cancelled or changed and you decided not to travel, you can apply for a refund, the same way as above.
If your train was not cancelled or changed and you chose not to travel, any Advance tickets are not eligible for a refund.
You don't need to do anything.
If you arrived at your destination station 30 minutes or more after the scheduled time, you may be eligible for Delay Repay.
If you were due to travel with LNER and decided not to travel either on Saturday 30 July or on any alternative date between Friday 29 July and Tuesday 2 August, you can get a full refund from your original point of sale up to 28 days after the date on your ticket. If you bought your tickets on the LNER website or App, go to your account.
If your train for Friday 29 or Sunday 31 was cancelled or changed and you decided not to travel, you can get a full refund from your original point of sale up to 28 days after the date on your ticket. If you bought your tickets on the LNER website or App, go to your account.
If your train was not cancelled or changed and you chose not to travel, any Advance tickets are not eligible for a refund.