How can I claim Delay Repay compensation if my service is delayed?
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!
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.
When can I claim compensation for delays to LNER services?
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.
Will I be able to claim compensation for my season ticket because of all of this disruption?
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.
Can I change my ticket or get a refund if I have accidently 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 increase the money available for improvements. Delay repayments will apply as normal.