Claim a Refund

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. 

Claim for tickets bought on this site

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

  1. Tap here to sign into 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. 

 

Alternatively you can print out and complete our refund form (PDF, 37kb). Then post the complete form and your tickets to:

LNER Refunds
PO BOX 1259
Crawley
RH10 0JR

Claim for tickets bought somewhere else

If you want to apply for a refund for a ticket that you bought at a station, or another outlet or website, you need to follow the claim up with them.

Print out and complete our refund form (PDF, 37kb), then post it to the place of purchase, along with your ticket. You need to do this within 28 days of the ticket’s expiry date.

Compensation for delayed trains

Claim if your train has been delayed by 30 minutes or more?

It's easy to claim compensation if your train has been delayed for 30 minutes or more online. Start your claim on the Delay Repay claim form.

Refunds if you can't travel

If you decide not to travel, you may be eligible for a refund. It all depends on the kind of ticket you purchased. To claim you need to return your unused ticket within 28 days of the expiry date. 

If you're looking for more advice about travelling related to Coronavirus you can find out more information on our COVID-19 travel advice page.

The outbound portion of a return ticket is only valid for a refund if you still have the return half unused.

How to claim if you can't travel

  1. Sign In to My Account
  2. Click My Bookings
  3. Select View against the ticket transaction that you want to refund
  4. Click the Refund button
  5. Tell us the reason for the refund request
  6. Click Submit request

If you opted to collect your ticket via Ticket on Departure from a self-service ticket machine and haven’t collected your tickets yet, we can get on with processing your refund without them (as long as you want a refund for all the tickets in that booking).

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

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