Service updates

Refunds and ticket changes

When you book directly with LNER, we can help you when your plans change and you're no longer travelling.

Book with confidence until 31 March 2022. You can change your tickets fee-free or request an eVoucher or Rail Travel Voucher which are valid for 12 months.

Refunds can take up to 28 days to process.

Where is my booking reference?

Changing your ticket

Before 6pm 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.

After 6pm 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.

Refunding your ticket

Bought your ticket less than two hours ago? It's easy to get a refund if you've made a mistake or changed your mind.

Login to your account and go to your bookings
Locate the ticket you want to refund
Go down to 'More options' and tap 'Amend journey or request a refund' and select the ticket(s) you need to refund
Finally choose the reason 'Booking error/ changed my mind' and follow the steps to get a quick and easy refund!

Tickets bought with LNER

Advance tickets
These aren't refundable but you can fill in our Change of plans form and we'll send you an eVoucher for the full amount of your original journey which will be valid for 12 months.

Request an eVoucher

Anytime and Off-Peak tickets
Are refundable 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.
If you request your refund and are not rebooking your journey, you will be charged an industry-standard £10 admin fee.
If you simply wanted to changed your ticket, we will refund your original ticket once you've rebooked without any admin fees, you can use this form for a refund.
We will confirm by email that your refund has been made to your original payment method. If we aren't able to refund your ticket back to the original payment method used online, our Customer Service team will arrange a BACS transfer, but don't worry, we'll contact you if we need to do this.

Bought your tickets elsewhere?

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:

Trainline refund information

Omio refund information

Bought your ticket at the station?

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.

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 ticket refund

If you bought your Season Ticket directly from LNER:

Annual Season ticket: With 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) 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.

How to refund your ticket

The quickest way to claim a refund on your Season Ticket is from the place you bought your ticket, either online or at the station.

How to refund your ticket from your account:

Go to your account
Select your Season Ticket and tap view or edit
Scroll down to 'Amend journey or request a refund' and follow the steps from there.

You'll then be able to see your refund in progress and be updated by email when it has been confirmed.

Email for a Season Ticket refund

Alternatively you can 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