If you are feeling unwell or live with someone who does, you can use the NHS track and trace app to check if you have symptoms of coronavirus.
If you do feel unwell 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 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.
What catering services do you offer on your trains?
Lets Eat (now at your seat!) in Standard
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.
When you change your ticket, an industry-wide £10 admin fee will apply. In some circumstances relating to COVID-19, this fee can be waived.
How much does it cost to change my ticket?
Advance tickets are not refundable. However, if you are still planning to travel between the same two stations but on a different time or day, you can rebook that journey and get a refund for the original journey. There is an industry-wide £10 admin fee for this.
Anytime and Off-Peak tickets are always refundable. You can follow the steps in the next section to apply for a refund for these kinds of tickets. An industry-standard £10 admin fee will apply. Refunds for Anytime and Off-Peak tickets can be applied for up to 28 days from when the ticket expires.
In some circumstances relating to COVID-19, the £10 admin fee can be waived.
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.
All customers travelling on an LNER train must have a seat reservation to travel.
We are introducing reservation only travel to ensure a safe number of customers are on each of our train services. Our reservation system automatically creates space between separate bookings and allocates you a socially distanced seat in accordance with government guidelines.
How to make a reservation
If you've got a flexible ticket (Off-Peak or Super Off-Peak) or a Season Ticket you can quickly and easily make a free reservation online.
Alternatively, you can reserve a place on the train at the station travel centre, view our revised opening times here.
When is best to travel and how do I avoid busy periods?
All our seats are socially distanced but some trains will still be busier than others. Where possible you should travel when our trains are quieter, midweek Monday to Thursday, and avoid busy travel times. Use our tool to check for quieter trains.
Everyone travelling on our trains is allocated a socially distanced seat. Whilst onboard our trains and in stations, face coverings must be worn unless you are exempt. Otherwise you could be fined £200.
It is important that you sit in your designated coach and seat number shown on your ticket or reservation confirmation email.
The £200 fine is for the first offence, the fine will then double for each additional offence up to a maximum of £6400.
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.
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.
Can I cancel tickets before I've collected them?
Yes, you can. Go to My Account and click on Apply for a Refund. Then follow the instructions.
If you were planning to collect your tickets from the ticket vending machine at the station and you want to refund ALL the tickets in the booking, choose the 'Refund' option. Your tickets will be automatically cancelled and a refund, minus any admin fee, will be credited back to your account within a few days.
If you only want to refund some of the tickets in your booking, you'll need to collect them from the ticket vending machine first, and then request a refund using one of our Refunds forms. These are available at our Travel Centres or you can download a refund form 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.