Refunds and change of journey

When you book directly with LNER, you can book with confidence.

Plans change and that's why we've made sure our tickets can change, too.

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

Our Book with confidence refund policy

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

Apply for a refund or change of journey

Depending on the type of ticket you bought and where you bought it, the process for a refund is slightly different. All refunds take up to 28 days to process.

If you want to change your Advance ticket

If you bought your ticket through the LNER website or LNER Mobile App, changing your Advance ticket is easy.

  • 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. 

Please note that Advance tickets are non-refundable except when we cancel your booked train due to disruption.

If you want a refund for an Anytime or Off-Peak ticket

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. If you booked through the LNER website or mobile app, applying for a refund on Anytime and Off-Peak tickets through your Account is quick and easy
  2. Your refund can take up to 28 days to process. An industry-wide £10 admin fee will apply
  3. We will confirm to you via email that your refund has been made 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

Login to your account 

If you want a refund for a ticket bought somewhere other than LNER

If you bought your ticket for a journey outside of the LNER website or mobile app such as in a Travel Centre or on another website, you will need to go back to them to arrange a refund or change of journey.

Anytime and Off-Peak tickets bought in travel centres

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. An industry-wide £10 admin fee will be applied to your refund.

  • 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.

Season tickets

If you bought your Season Ticket directly from us, we can generally give you a refund under the following circumstances:

  • Annual Season ticket: provided there are at least seven weeks of validity remaining. Annual Season tickets typically have no refund value after 10 months and 12 days, although they are still valid for travel until the expiry date.
  • One to 10-month Season ticket: For Season tickets between one and 10 months, provided there are seven days (or more) validity remaining, you are generally able to get a partial refund.
  • Weekly Season tickets: For weekly Season tickets, provided there are three days (or more) validity remaining you are generally able to get a partial refund.

If you're unsure about whether you can claim a refund, you can use the National Rail Season ticket refund calculator, which can be found on the National Rail website.

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.

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.

How to get a refund for the ticket you bought directly from LNER

If your train is cancelled you can apply for a refund for tickets bought on lner.co.uk or on the LNER app in your Account.

  1. Login in to your Account here to go straight to your bookings.
  2. Select the tickets for the cancelled train and tap the 'view or edit' button
  3. Scroll to the bottom of the page to More options and tap the 'Amend journey or request a refund' button
  4. Tell us the reason for the refund request, for example 'My train was cancelled' and tap Continue
  5. You'll need to complete a few details and then you can tap Yes to submit your request.
  6. To view your claim go back into Your bookings and the ticket you've cancelled to see the status.

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?

Can I refund my Smart Save Ticket if I can no longer travel?

How much does it cost to change my ticket?