Claim a Refund

If you've booked directly with LNER then it's easy to change or cancel your ticket. If you've been impacted by the recent announcement you can find out how to change or refund your ticket, depending on the ticket type you have, below.

If you're looking for delay repay information, click here.

Refunds and change of journey

If you are unable to travel or wish to change your journey, here's what to do depending on your ticket type.

Need to send your collected LNER tickets back?

If you have already collected or been sent your tickets via the post and have not yet submitted a refund request, or your account states that LNER are awaiting tickets, please follow the instructions below and fill in our web form.

When submitting the image:

  • Please cut your paper ticket in half from top to bottom
  • 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
  • We only require an image of your actual travel ticket(s) or booking confirmation
  • And any journey information e.g. ‘I was planning to travel from King’s Cross to Newcastle on the 20 May at 10:00am”.
  • Please ensure you put your refund reference number in the subject of the email
  • A refund reference starts 20R or 19R and is 10 characters long

Advance tickets

Advance tickets are not usually refundable. However, if you have been impacted by the recent Covid announcement you can:

  • Get a fee-free change for your ticket date and/or time – you will not be required to pay an admin fee to change your ticket to another day or time (you may have to pay more if the ticket is more expensive)

Or you can apply for a refund up to 28 days after your ticket has expired:

  • By eVoucher or Rail Travel Voucher – that will be valid for 12 months from the date of issue and can be used as payment towards a new ticket.
  • Or a cash refund - if your Advance ticket was purchased on or after 24 November for travel between 23 to 27 December 
    • For tickets bought on or before 30 December for travel from 31 December, you won’t need to pay an admin fee to move your ticket or get an eVoucher for your ticket (valid for 12 months).

 

If you want to change your Advance ticket online:

  • Purchase a new Advance ticket (this must be for the same two stations as your original ticket)
  • Please email our customers@lner.co.uk who will be able to refund your original ticket
  • Refunds can take up to 28 days to process. A £10 admin fee will apply unless you are exempt.

If you have an Advance ticket which was purchased on or after 24 November for travel between 23 to 27 December you will not have to pay the £10 admin fee to change your ticket.

  • Purchase a new Advance ticket (this must be for the same two stations as your original ticket)
  • Please email your request to customers@lner.co.uk
  • Subject line in your email must only be: Admin Fee Waived Request
  • Include your booking reference in your email which starts with 20S, found in the body of your confirmation email.

Once we have received the above information, we will confirm to you via email that any applicable admin fees have been refunded back to your original payment method. If we are unable to refund back to the original payment method used online, our Customer Service team will arrange a BACS transfer and will contact you via email about this.

How to get an eVoucher for your Advance ticket bought via the website or app:

If you bought your eTicket through our website or app please fill in our web form

If you bought your ticket elsewhere please contact that retailer directly, such as the Trainline, their refund policy may be different and unfortunately, we are only able to process tickets booked direct with LNER.

If you want to change your Advance ticket in stations:

  1. The price of your original Advance ticket will be deducted from the price of the new Advance ticket
  2. A £10 admin fee will apply unless you have an Advance ticket which was purchased on or after 24 November for travel between 23 to 27 December, you will not have to pay the £10 admin fee.

If you have already been charged an admin fee at a station Travel Centre before the most recent changes in Covid restrictions, please follow the below steps:

  • Please email your request to customers@lner.co.uk
  • Subject line in your email must only be: Travel Centre Admin Fee Request
  • A picture of your paper ticket and receipts of the admin charge paid (picture sizes can be up to 3.5mb)

Once we have received your email, we will confirm to you via email that any applicable admin fees have been refunded back to you. For Travel Centre purchases we are only able to refund via BACS transfer. Our Customer Service team will arrange a BACS transfer and will inform you how to do this. Refunds can take up to 28 days to process.

If you want to refund your Advance ticket bought in a station:

Advance tickets are non-refundable unless you bought your ticket on or after 24 November for travel between 23 to 27 December. If you have purchased your tickets from one of our Travel Centres or Ticket Vending Machines, we appreciate you might not wish to travel back in person due to Covid restrictions.

If this is the case your ticket can be refunded as Rail Travel Voucher or eVoucher that will be valid for 12 months or a cash refund (and you won’t be charged the standard £10 admin fee). Please follow the below steps:

  • Email your request to customers@lner.co.uk
  • Subject line in your email must only be: Travel Centre Credit Note Request OR 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)
  • Include the postal address you wish the Rail Travel Vouchers to be sent to
  • If you would prefer an eVoucher please provide the email address that you use to sign into your online account with LNER.

Once we have this information, we will confirm to you via email that your Rail Travel Vouchers have been issued. Please allow 7 – 14 working days for vouchers to arrive via post.

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.

Anytime and Off-Peak tickets

If you decide not to travel due to changes in Covid restrictions or your plans change, Anytime and Off-Peak tickets are always refundable.

Refunds for Anytime and Off-Peak tickets can be applied for up to 28 days from your ticket’s expiry date. Here's how:

  1. Apply for a refund on Anytime and Off-Peak tickets through your Account quickly and easily
  2. Choose 'other' as your reason and enter 'Covid19' in the text box.
  3. Refunds can take up to 28 days to process.
  4. We have removed the £10 admin fee, in light of the recent announcement, for tickets booked on or after 24 November for travel between 23 to 27 December.
  5. And for tickets bought on or before 30 December for travel from 31 December, you won’t need to pay an admin fee to move your ticket or get an eVoucher for your ticket (valid for 12 months).

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Season tickets

To claim for a Season Ticket refund, please 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

Compensation for delayed trains

If your train has been delayed by 30 minutes or more

It's easy to claim compensation online. Start your claim with the Delay Repay claim form.

If you opted-in to One-click Delay Repay when you booked, you can view your claim in your Account.

Make a Delay Repay claim online

Refund for cancelled or disrupted 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.

  • If you completed your journey on another train, you can apply for compensation through Delay Repay.
  • If you abandoned your journey and decided not to travel, you can follow the normal procedure for applying for a refund for your ticket as detailed about, choosing abandoned trip/disrupted service as the reason.

FAQs

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

Is there a deadline for claiming a refund?

Where can I check the amount of refund I'm eligible for?

Can I cancel tickets before I've collected them?

How do I claim a refund for an eTicket?

Can I cancel tickets that are being posted to me?

Am I entitled to compensation if compensation schemes in the LNER Passenger Charter, such as Delay Repay, don't apply?

How can I check the status of my refund?