Refunds and change of journey

• Refunds can take up to 28 days to process.
• If you're refunding your Season Ticket it can be up to 14 days.

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.

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.

To see how much you could be entitled to, sign into My Account, then take a look under the ticket you want to refund.

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.

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.

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. 

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.

A refund can take up to 28 days to show in your account. You can check the status of your refund by looking in your LNER account. If you have not received your refund within 28 days, please contact our Customer Service team.