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 30 September 2022. You can change your tickets fee-free or request an eVoucher which are valid for 12 months.

Refunds can take up to 28 days to process.

Where is my booking reference?

You can find your LNER booking reference by visiting My account on the LNER website or LNER mobile app and finding the Bookings section.

It can also be found in the footer of your confirmation email where it is called a Transaction reference.

Changing your ticket

Before 6pm the day before travel

  • If you know your new date/time of travel, you can change your ticket instantly in your account.
  • 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. 

Refund: book direct on LNER.co.uk or on the LNER app

Refund: booked elsewhere

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.

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

Refunds for strike dates

Wednesday 27 July

If you travelled

You don't need to do anything.

If you arrived at your destination station 30 minutes or more after the scheduled time, you may be eligible for Delay Repay.

Delay Repay

If you didn't travel

If your train was cancelled or changed and you decided not to travel, you can get a full refund from your original point of sale up to 28 days after the date on your ticket. If you bought your tickets on the LNER website or App, go to your account.

If your train wasn't cancelled or changed and you didn't travel, any Advance tickets are not eligible for a refund. However, you can still make your journey up Tuesday 2 August. If you bought your tickets on the LNER website or App, we will offer a full refund as an LNER e-voucher, the value of which can be used towards a different journey. Go to your account to apply for your refund.

Your account

Refunds for Tuesday 26 and Thursday 28 July

If your train was cancelled or changed and you decided not to travel, you can apply for a refund, the same way as above.

If your train was not cancelled or changed and you chose not to travel, any Advance tickets are not eligible for a refund.

Saturday 30 July

If you travelled

You don't need to do anything.

If you arrived at your destination station 30 minutes or more after the scheduled time, you may be eligible for Delay Repay.

Delay Repay

If you didn't travel

If you were due to travel with LNER and decided not to travel either on Saturday 30 July or on any alternative date between Friday 29 July and Tuesday 2 August, you can get a full refund from your original point of sale up to 28 days after the date on your ticket. If you bought your tickets on the LNER website or App, go to your account.

Your account

Refunds for Friday 29 and Sunday 31 July

If your train for Friday 29 or Sunday 31 was cancelled or changed and you decided not to travel, you can get a full refund from your original point of sale up to 28 days after the date on your ticket. If you bought your tickets on the LNER website or App, go to your account.

If your train was not cancelled or changed and you chose not to travel, any Advance tickets are not eligible for a refund.