Are trains being cancelled because of Coronavirus?
There have been no confirmed train cancellations due to the Coronavirus. LNER and other train operating companies are continuing to run a normal service throughout the UK.
How do I request a refund for my Season Ticket?
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 the NRE Season ticket 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. We are currently working to normal timelines for processing Season ticket refunds.
Do I have to wear a mask on the train?
Face coverings should be used on our trains. The face covering could be a scarf or other form of material that could catch droplets coming from the mouth or nose. While this is guidance and not law, we are asking people to follow the guidance. For more information on how to make a mask visit the government how to guide here.
How do I social distance on the train?
We're asking you to chose your own seat using this guidance:
In Standard Class, leave at least two rows vacant between yourself and other customers
In First Class, leave at least one row vacant between yourself and other customers
I don't have a seat reservation yet, how do I reserve a seat?
You can make a reservation using our free online tool. Please note, you won't be given a specific seat number at this time, we are asking you to self-social distant when you board. Alternatively, from Monday 18 May, you can do this at the station travel centre.
If a ticket can be changed, there's usually an administration fee of £10 per ticket. If you spot a mistake and get in touch within an hour of the booking, we'll waive the fee and let you change the ticket.
How much does it cost to change my ticket?
We've removed our £10 change fee for most tickets and made it easier for you to book with confidence and make changes to your journey.
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. To find out if your ticket is eligible, check the terms and conditions of the ticket. You can find these by signing in to the My Account section of the website and selecting My Bookings.
There will be a £10 administration fee per transaction. To claim your refund, you’ll need to return your unused ticket within 28 days of expiry.
No refund is available on Advance tickets. If you aren't eligible for a refund, you can still change your booking for a £10 administration fee. Alternative tickets may not be available at the same price as your original ticket.
What ticket delivery options are there to choose from?
We've got five options:
eTickets (download them straight to your device or print them at home)
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.
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. Find out how to make a bike reservation here.
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.
How do I make a booking for a wheelchair user?
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: