Frequently asked questions

You can view pending & processed delay repay compensation in your account area.

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.

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.

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!

Yes, if you travelled with us and your journey was refunded, in full or part, via our Delay Repay scheme, you will still earn your LNER Perks 2% credit based on your original transaction value.

Because the delay repay compensation is automated if you use One-click Delay Repay, all the information you need is sent directly to you. If you have any further questions you can contact our customer service team:

• Email: customers@lner.co.uk
• Text Reply Service: 18001
• Chat bot: From our help and support pages

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 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.

Yes. Delay Repay is paid by the company where the delay was caused. You can find information on each train operator's website. If travelling on multiple operators on the same journey, you may claim for all or part of your journey from the operator that caused the delay.

Delay Repay

No. You can fill the form in with your details and the total cost of the tickets and you'll be compensated for both tickets. However, you will need to upload both tickets or booking confirmations.

Delay repay

When you buy your ticket from lner.co.uk you will be given the option to donate 100% of your compensation to CALM through One-click Delay Repay. Find out more about our partnership with the charity CALM 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.

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.

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.

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.

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 bought the ticket through LNER.co.uk and is it before the date of travel, you can apply for a refund through your account. If you're claiming Delay Repay, this is done through the train company you were travelling with.

If you're claiming a refund for a date in the future where you've decided not to travel, you can do this by going to your LNER account, navigating to the My bookings section and finding the ticket you wish to refund. Follow the options to claim a refund. If you're wanting to claim a refund for a train that was delayed or cancelled, please fill in our Delay Repay form.

If you're claiming a refund for a date in the future where you've decided not to travel, you can do this by going to your LNER account, navigating to the My bookings section and finding the ticket you wish to refund. Follow the options to claim a refund. If you're wanting to claim a refund for a train that was delayed or cancelled, please fill in our Delay Repay form.