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!

Please note: Delay Repay from the mobile app isn't currently available due to a technical fault.

You'll find a claim form on the app itself. Select “Delay Repay” from the Ticket Buddy app menu and choose the ticket you want to claim for. Enter your journey details so all you need to do is tell us the length of your delay and the service you travelled on, where relevant, then submit your claim. We'll send you a confirmation email once we've got your application.

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.

If you travel on a LNER service that's late by 30 minutes or more, we'll give you compensation. Pretty much all ticket holders, no matter how the delay was caused, can apply for compensation using Delay Repay, the only exception is for free tickets bought through our Rewards scheme. 

 You'll find more information on this on the Delay Repay page here.

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 need to check with them. You’ll find a list of all train operators on the National Rail Enquiries website.

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 need to check with them. You’ll find a list of all train operators on the National Rail Enquiries website.