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.
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.
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.
How do I apply for compensation for my cancelled or delayed journey?
We offer full refunds for our cancelled services, and variable compensation for journeys that are delayed by 30 minutes or more. Sometimes we’ll even do it if you choose not to travel because of disruptions. We’re just nice like that.
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.