It’s payback time
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.
If you’ve got an Advance ticket and your train is cancelled or delayed by more than 60 minutes, we’ll make special arrangements for another train to take you, although we can’t guarantee you a seat.
If you want to apply for a refund for Advance tickets that you bought here on the site, you'll need to print out and complete our refund form (PDF, 165kb). Then post the complete form and your tickets to:
LNER Refunds,
PO BOX 1259,
Crawley,
RH10 0JR
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, 165kb), 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.
If your train was delayed, you can make a Delay Repay claim online
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.
The outbound half of a return ticket is only valid for a refund if you still have the return half unused.
To find out if you’re eligible, sign in to My Account, then select My Bookings and take a look at the terms and conditions.
If you still have the ticket(s) you want refunded, you need to return these with the form. We recommend that you use a guaranteed delivery service such as Royal Mail Special Delivery, since we can’t be held liable for any tickets that vanish en route. Unfortunately, we can’t refund you any costs for postage and packaging.
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.
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