Frequently asked questions

Just pop onto our Delay Repay page on the LNER website to make your claim online. Complete your details and upload an image of your LNER Smartcard number. This can be found on the back of your LNER Smartcard. Easy!

In accordance with your legal rights as a consumer under the Consumer Rights Act 2015, you may be eligible to a different level or method of compensation where LNER is at fault and nothing set out in our Passengers Charter is intended to limit or exclude your legal rights in these circumstances.

If you believe this applies to your journey, please contact our Customer Services team.

You will still have to travel on the specified train service as per your ticket. If the train is 30 minutes delayed you will be entitled to claim money back through our Delay Repay scheme here.

If you travel on a LNER service that's late by 30 minutes or more, we'll give you compensation. For season ticket holders you'll need to do some sums to work out your compensation.

Find more information on the Delay Repay page.

Our normal arrangements with the Department for Transport (DfT) stay in place and compensation is not available for days affected by planned line closures. This is because customers are provided with a range of alternatives to complete their journeys. Delay Repay will apply as normal.

If you've bought a ticket and your journey is cancelled or delayed, you'll probably be able to claim compensation. But how you claim - and how much - depends on the circumstances and the type of ticket. Just take a look at our delay repay page to find out more.

Normal ticket conditions continue to apply during dates affected by planned line closures. Please check our change your ticket guidance for options to amend or refund any tickets purchased with us.

Change your train ticket

Can I claim compensation if I have accidentally booked travel on an affected service?

Department for Transport (DfT) guidelines mean compensation is not available for the days affected by planned line closures. There are a range of alternatives and additional compensation would significantly decrease the money available for improvements. Delay Repay will apply as normal.

We offer full refunds for our cancelled trains.

To get a refund for a cancelled train if you bought a ticket on lner.co.uk please go to your bookings in your My Account area and follow these steps:

1. Select View or edit on the ticket that you want to refund
2. Swipe down the page and tap Amend journey or request a refund button
3. Tell us the reason for the refund request 'My train was cancelled' and tap Continue
4. You'll need to complete a few details and then you can tap Yes to submit your request.

Already collected your tickets or had them posted to you?

If you have already collected or been sent your tickets via the post and have not yet submitted a refund request, or your account states that LNER are awaiting tickets, please follow the instructions below and email to: lner.refunds.evidence@fastrailticketing.com

When submitting the image:

• Please cut your paper ticket in half from top to bottom
• 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
• We only require an image of your actual travel ticket(s) or booking confirmation
• And any journey information e.g. ‘I was planning to travel from King’s Cross to Newcastle on the 20 May at 10:00am but my train was cancelled”.

Find out more about compensation if your train has been delayed on our Delay Repay page.

Department for Transport (DfT) guidelines mean compensation is not available for the days affected by planned line closures. There are a range of alternatives and additional compensation would significantly increase the money available for improvements. Delay repayments will apply as normal.

Change your train ticket

Customers would need to speak to ticket office staff to determine the cause of the delay and if applicable ticket office staff will validate the Advance ticket for the next available LNER service.

The compensation that you'll receive depends on the amount of your ticket and whether you were delayed or your train was cancelled.

If you're train is cancelled you will receive a full refund, find out more about how to claim and how to claim Delay Repay.

* ‘Portion’ means either the outward or the return part of a return ticket. ‘Relevant’ means the portion of the journey on which you were delayed.

Our normal arrangements with the Department for Transport (DfT) stay in place and compensation is not available for days affected by planned line closures. This is because customers are provided with a range of alternatives to complete their journeys.

Providing additional compensation would significantly increase the cost of this, and other engineering works, considerably reducing the amount of money available to fund further improvements to the National Rail network.

Delay Repay will apply as normal

Our normal arrangements with the Department for Transport (DfT) stay in place and compensation is not available for days affected by planned line closures. This is because customers are provided with a range of alternatives to complete their journeys.

Providing additional compensation would significantly increase the cost of this, and other engineering works, considerably reducing the amount of money available to fund further improvements to the National Rail network.

Delay Repay will apply as normal

Department for Transport (DfT) guidelines mean compensation is not available for the days affected by planned line closures. There are a range of alternatives and additional compensation would significantly increase the money available for improvements. Delay repayments will apply as normal.

Change your train ticket

In this case please speak to ticket office staff to determine the cause of the delay and if applicable the ticket office staff will validate the Advance ticket for the next available LNER service.

Yes, you can board the next available service to get to your destination.

If you're on a train run by someone else which is delayed or cancelled, you may be able to claim compensation. You just need to check with them first. You’ll find a list of all train operators on the National Rail Enquiries website.

Customers can usually get the next LNER train service after their delayed service, if it has been delayed for one hour or more. You can check the website or with station staff to confirm if this happens.

Understandably, a number of key pieces of engineering work were stood down as COVID-19 took hold and social distancing measures were implemented across the country. This has caused a certain level of delay to some of the larger blockades which were due to be taking place towards the end of 2020 and at the beginning of 2021.

Fortunately, at sites such as London King’s Cross & Werrington, work has recommenced under social distancing guidelines and the above dates have been confirmed by Network Rail.

What to do if an LNER train is cancelled:

If an LNER train is cancelled, you can usually get on the train before or after your cancelled service. Speak to the station staff if your train service is cancelled and they will confirm the alternative arrangements that have been put in place.  

What should a customer do if an LNER train is delayed?

Customers should speak to station staff to get advice on which service to board.