Claim a Refund

If you've booked directly with LNER then it's easy to change or cancel your ticket in your account area. If you're looking for delay repay information, you can find that below.

Refund if you can't travel

If you have not collected your tickets from the station or had your ticket(s) posted to you from LNER and not already submitted a refund request, please follow the simple steps below:

Anytime and Off-Peak tickets are always refundable. Advance tickets are not usually refundable. 

  • However, if you bought an Advance ticket prior to 7am on 23 March and your plans have changed, you can apply for a full refund.
  • You can claim a full refund online, instructions below
  • Choose 'other' as your reason and enter 'Covid19' in the text box

How to get a refund online if you can't travel

  1. Sign In to your Account
  2. Click on your bookings
  3. Select View against the ticket transaction that you want to refund
  4. Choose 'other' as your reason and enter 'Covid19' in the text box
  5. Click the Refund button
  6. Tell us the reason for the refund request
  7. Click Submit request

The amount of the refund depends on the ticket you purchased, and the terms and conditions of that ticket.

Need to send your collected LNER tickets back?

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 email to: lner.refunds.evidence@fastrailticketing.com

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

Refund for Season Tickets

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

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

The process usually takes about 1-2 weeks in total. We'll start processing your refund request within 7-10 days of your tickets arriving (or from receiving your online form if you were going to collect your tickets at the station). It can then take up to 5 days for the money to actually appear in your account.

All refunds are returned to the same account that was used to buy the tickets.

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.

Make a Delay Repay claim online

Compensation for cancelled 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. 

I bought my tickets direct from LNER.co.uk

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

  1. Sign in to your Account
  2. Go to My Bookings
  3. Select View or edit on the ticket that you want to refund
  4. Swipe down the page and tap Amend journey or request a refund button
  5. Tell us the reason for the refund request 'My train was cancelled' and tap Continue
  6. You'll need to complete a few details and then you can tap Yes to submit your request.

 

Already collected your tickets or had them posted to you?

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 email to: lner.refunds.evidence@fastrailticketing.com

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 but my train was cancelled”.