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.
Will I be eligible for Delay Repay on my Smart Save ticket?
Smart Save tickets are eligible for Delay Repay if your train is delayed by 30 minutes or more.
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.
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?
You can view pending & processed delay repay compensation in your account area.
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!
My journey was refunded through your Delay Repay scheme, will I still get my credit?
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.
What do I do if I need help with my One-click Delay Repay compensation?
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:
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.
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?
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.
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?
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.
How can I donate my compensation to LNER charity partner CALM using One-click 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.
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. For season ticket holders you'll need to do some sums to work out your compensation.
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.
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?
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.
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.
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. Delay Repay will apply as normal.
I booked a train for another company via the LNER site. Where do I go for a refund?
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.
How do I claim a refund for an eTicket?
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.