Refunds & compensation

Our Book with confidence refund policy

If you are unable to travel or wish to change your journey, here's what to do depending on your ticket type.

Until 31 December 2021, you can change your journey fee-free or request an eVoucher or Rail Travel Voucher valid for 12 months.

You must request your change of journey or refund before 18:00 the day before travel.

Apply for a refund or change of journey

Depending on the type of ticket you bought and where you bought it, the process for a refund is slightly different. All refunds take up to 28 days to process.

If you want to change your Advance ticket

If you bought your ticket through the LNER website or LNER Mobile App, changing your Advance ticket is easy and fee-free.

Up until 31 December, there is no £10 admin fee for changing and advance ticket when changed before 18:00 the day before travel. Additionally, you can also claim a refund for an Advance ticket in return for eVouchers for travel at a later date.

Changing your journey or requesting a refund BEFORE 18:00 the day before travel

If you know your new date/time of travel, book your new tickets then fill in our Refund form
If you do not know when you will be travelling or your tickets aren't available yet, fill in our Refund form and you will receive an eVoucher for the full amount of your original journey that is valid for 12 months

* denotes a mandatory field

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For groups larger than 9 please contact Group Travel.

You must enter at least 1 adult or 1 child passenger

Tickets are not required for children under 5, however they will not be guaranteed a seat.

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Changing your journey or requesting a refund AFTER 18:00 the day before travel

Go to My bookings in your LNER account on our website and find the ticket you want to change and click View and Edit
Click the Amend your journey button
Use the date and time picker to find a new ticket
The price shown includes an industry-wide £10 fee plus the difference in price
Select your new ticket, choose your new seat (or let us choose one for you) and then pay the balance
You'll be emailed your new booking and it will show in your account on the LNER website and LNER Mobile App.

If you want a refund for an Anytime or Off-Peak ticket

You can claim a refund or change the date of travel for Anytime and Off-Peak tickets can be applied for up to 28 days from your ticket’s expiry date. Here's how:

If you booked through the LNER website or mobile app, applying for a refund on Anytime and Off-Peak tickets through your Account is quick and easy. An industry-wide £10 admin fee will apply.
If you wish to change the date you are travelling, you can purchase a new ticket and request a fee-free refund through your Account.
If a refund was requested, we will confirm to you via email that your refund has been made 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

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If you want a refund for a ticket bought somewhere other than LNER

If you bought your ticket for a journey outside of the LNER website or mobile app such as in a Travel Centre or on another website, you will need to go back to them to arrange a refund or change of journey.

Anytime and Off-Peak tickets bought in travel centres

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. An industry-wide £10 admin fee will be applied to your refund.

Email your request to customers@lner.co.uk
Subject line in your email must only be: 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)

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.

Season tickets

If you bought your Season Ticket directly from us, we can generally give you a refund under the following circumstances:

Annual Season ticket: provided there are at least seven weeks of validity remaining. Annual Season tickets typically have no refund value after 10 months and 12 days, although they are still valid for travel until the expiry date.
One to 10-month Season ticket: For Season tickets between one and 10 months, provided there are seven days (or more) validity remaining, you are generally able to get a partial refund.
Weekly Season tickets: For weekly Season tickets, provided there are three days (or more) validity remaining you are generally able to get a partial refund.

If you're unsure about whether you can claim a refund, you can use the National Rail Season ticket refund calculator, which can be found on the National Rail website.

To claim for a Season Ticket refund, please email your ticket image to us at season.tickets@lner.co.uk showing:

Full name on the season ticket
Original Ticket Number of the season ticket
Please cut your ticket in half from top to bottom with VOID written across it
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
It is only necessary to send an image of your actual travel ticket(s), we do not need to see your seat reservation or collection receipt
Season ticket end date (where applicable)
Photocard Number (if a season refund)
Station from and station to
Class of travel (First or Standard Class)
Amount
And your last day of travel

Compensation for delayed trains

If your train has been delayed by 30 minutes or more

It's easy to claim compensation online. Start your claim with the Delay Repay claim form. You can get Delay Repay even quicker if you select One-Click Delay Repay when buying your ticket.

Make a Delay Repay claim online

Find out more about One-Click Delay Repay

Refund for cancelled or disrupted trains

If your LNER train is cancelled and your ticket’s not been used, you can apply for a full refund, and no administration fee. What’s more, if you decided not to travel because you heard about the disruption to service, you can still claim.

How to get a refund for the ticket you bought directly from LNER

If your train is cancelled you can apply for a refund for tickets bought on lner.co.uk or on the LNER app in your Account.

Login in to your Account here to go straight to your bookings.
Select the tickets for the cancelled train and tap the 'view or edit' button
Scroll to the bottom of the page to More options and tap the 'Amend journey or request a refund' button
Tell us the reason for the refund request, for example 'My train was cancelled' and tap Continue
You'll need to complete a few details and then you can tap Yes to submit your request.
To view your claim go back into Your bookings and the ticket you've cancelled to see the status.

FAQs

How long will it take for my refund to be processed?

Is there a deadline for claiming a refund?

Yes. The clock starts ticking as soon as your ticket expires, and you’ll have 28 days from then to get your claim in.

The important thing to remember is that different types of ticket have different expiry dates. If you need to check when yours expires, sign in to My Account on the website then click on the ticket you want refunded. The terms and conditions for that ticket will then pop up for you to read at your leisure.

Whilst we can refund you the price of your ticket, we can’t refund you any delivery charges you paid when buying it.

Where can I check the amount of refund I'm eligible for?

Can I cancel tickets before I've collected them?

Yes, you can. Go to My Account and click on Apply for a Refund. Then follow the instructions.

If you were planning to collect your tickets from the ticket vending machine at the station and you want to refund ALL the tickets in the booking, choose the 'Refund' option. Your tickets will be automatically cancelled and a refund, minus any admin fee, will be credited back to your account within a few days.

If you only want to refund some of the tickets in your booking, you'll need to collect them from the ticket vending machine first, and then request a refund using one of our Refunds forms. These are available at our Travel Centres or you can download a refund form here.

How do I claim a refund for an eTicket?

If you're claiming a refund for a date in the future where you've decided not to travel, you can do this by going to your LNER account, navigating to the My bookings section and finding the ticket you wish to refund. Follow the options to claim a refund. If you're wanting to claim a refund for a train that was delayed or cancelled, please fill in our Delay Repay form.

Can I cancel tickets that are being posted to me?

Yep, that’s no problem. Log in into your account then just click on Apply for a Refund, and follow the instructions. We’ll need the tickets to be returned before we can actually give you your money back though, so when they arrive you’ll need to head to the post office and send them to us. We can’t refund any of the postage costs you’ve had to pay, but we’ll process your refund as soon as we get them.

Am I entitled to compensation if compensation schemes in the LNER Passenger Charter, such as Delay Repay, don't apply?

In accordance with your legal rights as a consumer under the Consumer Rights Act 2015, you may be eligible to a different level or method of compensation where LNER is at fault and nothing set out in our Passengers Charter is intended to limit or exclude your legal rights in these circumstances.

If you believe this applies to your journey, please contact our Customer Services team.

Refunds and change of journey