Do I need to wear a face covering on the train?

Face coverings in England Please continue to wear a face covering on our trains and in our stations, unless exempt. Thank you for being considerate of other customers and our colleagues. Face coverings in Scotland Face coverings must be worn onboard all our trains and in stations, unless exempt. It's important you follow this legal requirement, otherwise you could be fined. For exemptions in Scotland click 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. 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 . Travelling with your bike

Is Alcohol allowed onboard?

You can buy alcohol from our Let's Eat Cafe Bar whilst onboard our trains and if you're in first class, you can enjoy complimentary drinks. You can also bring your own alcohol onboard.

What food and drink 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. Let's Eat Menu First Class dining In First we're offering a different complimentary menu due to Covid-19. You can view the menu here. Breakfast is served until 10am The rest of the day menu is served from 10am. First Class menu Buy tickets

Do you offer a student discount?

Full time students can save 40% on LNER tickets through UniDAYS. Login to your UNiDAYS account on our UNiDAYS offer page and then look for the discount label on tickets. UNiDAYS

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. For all current promotions including railcards and student discounts, visit our offers and competitions page . Offers and competitions Buy tickets

How do I change my ticket?

Head to our refunds and change of journey page and you'll find everything you need to know. Until 31 December 2021, you can change your ticket or get a refund with no admin fee. Just make the change or request the refund before 18:00 the day before travel. Refunds and change of journey

My train was cancelled and I decided not to travel. Can I get a refund?

Yes, if your train was cancelled and you decided not to travel, you can apply for a refund. If you bought your ticket here on lner.co.uk or the LNER App , you can apply for a refund directly from your account If you bought from somebody else, please contact them If you bought your ticket from a station , please apply for your refund there.

Can I reserve a seat?

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 . Make a reservation online

When is best to travel and how do I avoid busy periods?

Our trains are quieter midweek Monday to Thursday, and avoid busy travel times. Use our tool to check for quieter trains. Check for quieter trains

How do I social distance on the train?

Following changes in government guidance, our customers no longer need to keep their distance from people they don’t live with. However, please be mindful of other customers and employees who may still wish to maintain a level of personal distance from others.

At what age do children have to pay to travel?

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 .

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. Request assistance online via the assisted travel form . Or use the Text Relay Service on 18001 03457 225 225 . All assistance requests must be booked by 22:00 the day before travel.

When will your Advance tickets be on sale?

Why aren't Advance tickets on sale yet? We're still finalising our timetable due to the changes from Coronavirus and some planned engineering works. Because cheap Advance tickets are linked to a specific train and seat we need to know this before you book (so we don't end up selling you a ticket for a train that won't run). Create a Ticket Alert for Advance tickets Other websites may provide Off-Peak or Open tickets but these are typically more expensive. We recommend that you create a Ticket Alert to find out when our Advance tickets are on sale . Or you can find out when are tickets will be coming on sale on our Tickets for Future travel page. Create a Ticket Alert Buy tickets

Frequently asked questions

Found 40 FAQs containing: "Delay repay"

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.
Season ticket refunds depend on the original length of the Season ticket and how much time is left. You can find out more in the Season ticket section on our refunds page.

More information and claim a refund

Who is eligible for One-click Delay Repay?

You can use One-click Delay Repay if you've:

Booked an LNER Advance ticket on lner.co.uk
Bought an Advance ticket (Flexible, Off-Peak, Super Off-Peak & Season Tickets are not eligible for One-click Delay Repay, please process your claim via the delay repay form.)
Travelling on an LNER train
Opted-in to One-click Delay Repay when buying your ticket

Delay repay compensation is for trains that are delayed for 30 minutes or more, or for cancelled trains. Find out more about delay repay here.

How do I view my One-click Delay Repay compensation?

What is One-click delay repay?

One-click Delay Repay is the automation of our current (manual) delay repay process.

One-click Delay Repay makes sure your claim is made and paid in one-click.

It’s fast and easy
Simply opt-in when buying your LNER Advance ticket direct through us and we’ll take care of the rest
We’ll confirm your claim within 30 minutes and put the money back on the card you paid within 3 to 5 days.

Sometimes we can’t help trains being late. But we can help to make claiming easy.

Can you get Delay Repay on a Flexi Season ticket?

How can I claim Delay Repay compensation if my service is delayed?

Will I be eligible for Delay Repay on my Smart Save ticket?

My journey was refunded through your Delay Repay scheme, will I still get my credit?

What do I do if I need help with my One-click Delay Repay compensation?

Am I entitled to compensation if compensation schemes in the LNER Passenger Charter, such as Delay Repay, don't apply?

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.

What do I do if my One-click Delay Repay compensation payment fails?

If something goes wrong and we can't process your delay repay compensation you will be informed of this automatically.

The message sent to you will include your customer reference number and contact details of the customer service team who you will need to contact.

It may mean that your compensation will be completed following the existing manual delay repay process, we will be able to process this on your behalf.

If I book an LNER ticket through another train operator or through a retailer, can I still claim Delay Repay?

I bought two tickets for the same journey for myself and another person and I am entitled to Delay Repay. Do I need to fill the form in twice?

How can I donate my compensation to LNER charity partner CALM using One-click Delay Repay?

My train was delayed, can I get a refund?

If your train was delayed and you still completed your journey, you may be eligible for Delay Repay. This entitles you to compensation for a part or full ticket price, depending on the length of the delay.

If you bought through the lner.co.uk website or LNER App and chose one-click Delay Repay, you'll be contacted by us to click and confirm your compensation.

If you bought your ticket from another website, visit our Delay Repay page.

I'm a season ticket holder, when can I claim compensation for delays to LNER trains?

If you travel on a LNER service that's late by 30 minutes or more, we'll give you compensation.

Season tickets refunds are calculated on the difference between the price you paid and the cost of a ticket for the time you actually used it. This means the amount of compensation for each journey is:

for a weekly Season Ticket, the price of the ticket divided by 10
for a monthly Season Ticket, the price of the ticket divided by 40
for an annual Season Ticket, the price of the ticket divided by 464

Find more information on the Delay Repay page.

Buy tickets

What compensation am I entitled to?

If I have a fixed ticket for a specific train which is then delayed by more than 30 mins can I use my ticket on another train to get to my destination on time?

How do I apply for compensation for my cancelled or delayed journey?

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:

Select View or edit on the ticket that you want to refund
Swipe down the page and tap Amend journey or request a refund button
Tell us the reason for the refund request 'My train was cancelled' and tap Continue
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.

What happens if disruption affects my travel plans?

Service updates (11)