My train was cancelled and I decided not to travel. Can I get a refund?
Yes, if your train was cancelled and you decided not to travel, you can apply for a refund.
If you bought your ticket here on lner.co.uk or the LNER App, you can apply for a refund directly from your account
If you bought from somebody else, please contact them
If you bought your ticket from a station, please apply for your refund there.
Can I use a train if I am feeling unwell?
If you feel unwelle with any of these symptoms then you should stay at home and isolate for 14 days, avoiding public transport:
new continuous cough
a high temperature
A loss or change in your sense of smell or taste.
You cannot use the train if you have Coronavirus or have been asked to self-isolate.
You can find more information about self-isolating on the NHS website.
Are there any promotions for LNER?
At various times, LNER runs promotions and offers to people signed up to our mailing list. You can sign up by creating an account and ticking the box to sign up.
Additionally, you can join LNER Perks, our new loyalty programme where you get 2% back for every LNER journey you book. You'll even get a £5 reward for joining that you can apply to an LNER journey in the future.
We are continuing to offer a refined menu from our Let's Eat Cafe Bar. You can order your food and drink straight to your seat. Simply scan the QR code on the seat or window near you, when you're onboard.
It’s easy. Simply point your phone camera at the QR code on the back of the seat in front of you. Choose and open the website option at the top of the screen. It’ll already know which train you’re travelling on, just add in your coach and seat number.
Alternatively, you can also go to lnerfoodanddrink.co.uk and input your journey details if the QR code is unavailable.
Scroll through the menu, take your pick and hit the shopping trolley icon to finish and pay.
You will then be shown the option to either 'sign up here’ or ‘continue as guest’ before entering your details.
You can also check your choices in the basket before you pay, then hit continue and pop in your credit card details when asked.
You’ll then get a confirmation screen letting you know that the Host is checking stock levels. Following that we’ll send you an email confirming we’ve got your choices in stock and your order is being prepared. When it’s been delivered, you’ll receive a further confirmation email letting you know your card’s been charged. There’s also a link to our survey if you’d like to tell us what you think of our new service.
Do you offer a student discount?
Full time students can save 40% on LNER tickets through UniDAYS. To find out more, visit our UniDays offer page.
How do I change my ticket?
Head to our refunds page and you'll find everything you need to know.
Until 31 December 2021, you can change your ticket or get a refund with no admin fee. Just make the change or request the refund before 18:00 the day before travel.
How much does it cost to change my ticket?
Until 31 December 2021, you can change your ticket or request a refund as eVouchers or Rail Travel vouchers fee-free on our website.
I no longer wish to travel. How do I apply for a refund?
If you decide not to travel, some tickets allow you to claim a refund.
Advance tickets are not refundable.
Anytime and Off-Peak tickets are refundable. You can follow the steps on our refunds page to apply for a refund for these kinds of tickets. Refunds for Anytime and Off-Peak tickets can be applied for up to 28 days after the date of travel.
At busier times you may be sat next to another passenger. In Scotland, the guidance remains to keep physical distance where possible.
Can I take my bike with me onboard the train?
Yes, we love to be green so you can carry your bike free of charge on LNER trains as long as you have a valid ticket and you have made a reservation for your bike. Spaces are limited and subject to availability.
If you're travelling on an LNER train only, you can make a reservation online when you book your ticket. Alternatively, you can make a reservation at one of our Station Travel Centres or by using our chat bot.
If you're travelling with another train operator on your journey you'll need to check their own policy too. You can do this by visiting the National Rail website.
If you bought your Season Ticket directly from us, we can generally give you a refund under the following circumstances:
In the case of an annual Season Ticket: provided there are 7 or more weeks 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.
In the case of a Season Ticket valid between one and ten months: provided there are seven days (or more) validity remaining.
In the case of a weekly Season Ticket: provided there are three days (or more) validity remaining.
We are currently working to normal timelines for processing Season ticket refunds of 14 working days. You can see an estimate of your Season ticket refund using our Season ticket refund calculator.
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)
And your last day of travel
Season ticket refunds are subject to a £10 administration fee.
At what age do children have to pay to travel?
Up to two children, aged 4 years old and under, can travel free of charge with a fare-paying adult. Please bear in mind that as they do not have a ticket or a seat reservation, so on busy trains they will be expected to sit on your lap. You can purchase a childs ticket or Family Return to reserve a seat.
If you're travelling with more than two children under 5 and one adult, you will need to purchase a childs ticket for the additional children,
If your children are aged between 5 and 15 we offer discounted fares which are available on our website.
If you're travelling as two adults and between two and four children, the Family Return ticket might also be a great saving for you and it offers a flexible return ticket, find out more here.
How do I make a booking for a wheelchair user?
You can still book a place for your wheelchair on our trains. First thing's first: make sure you're on a desktop or tablet device when you're making your booking. When you’re on the 'seating preference' section click on 'assistance request' and request a wheelchair space.
We’ll forward your details to our Assisted Travel team who'll contact you to confirm the space has been reserved. If a wheelchair space isn't available on the train you've requested, they'll ask if you can travel at another time. In the worst case scenario, you may have to cancel your booking.
If you'd like to talk to someone about your specific needs, contact our Assisted Travel team on:
Let us know, at least by 22:00 the day before you travel, so we can help make sure you have a hassle-free journey. But, even if you need a hand on the day, we’ll still do everything we can for you.
Live Chat daily between the hours of 08:00 - 22:00 - on our Help and support pages.
Call 03457 225 225 daily between the hours of 08:00 - 22:00.