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 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.
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.
The current government guidelines suggest that you may travel by train for non-essential journeys such as staycations and visiting family and friends. We've made our trains and stations as safe as possible so that you can travel in confidence. Please be aware of any local or regional lockdowns that may affect your travel.
We want to give you travel confidence with our safe travel pledge. We're looking forward to welcoming you onboard.
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.
You can change your ticket, a £10 admin fee will apply.
How much does it cost to change my ticket?
Anytime and Off-Peak tickets are always refundable. You can follow the steps in the next section to apply for a refund for these kind of tickets. A£10 admin fee will apply.
Advance tickets are not refundable. However, we understand that sometimes your plans might change. If you want to change your Advance ticket, please contact our Customer Service team or visit a Travel Centre. They'll either refund your current Advance ticket and you'll have to purchase a new Advance ticket, or your original Advance ticket will be excessed with the appropriate amount for the new Advance ticket. A £10 admin fee will apply.
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.
We're still finalising our timetable due to the changes from Coronavirus and some planned engineering works.
Other websites may provide Off-Peak or Open tickets, but these are typically more expensive. We recommend that you create a Ticket Alert to be the first to hear when our Advance tickets are on sale for Christmas.