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.
Advance tickets are not usually refundable. If you request a refund before 18:00 the day before travel, you can change your journey or get an eVoucher for future travel fee-free until 31 December 2021.
Anytime, Off-Peak and Super Off-Peak
If your ticket is unused, then the full value of your ticket, minus the industry-wide £10 administration fee, would be paid.
If your ticket is part-used, you will get a partial refund covering the cost of the journey(s) made, minus the industry-wide £10 administration fee.
Season Tickets
Refunds will be calculated from the date that the ticket is surrendered.
You can use the Season Ticket Refund Calculator to get an estimate of how much you'll receive for a weekly, monthly or annual season ticket.
The refund amount is based on how much value is left on your ticket. This is done by deducting the cost of daily or weekly tickets you could have travelled on before the season ticket was surrendered and the refund was requested minus an industry-standard £10 administration fee.
Flexi Season Ticket
A refund is calculated from the difference between the price you paid for the Flexi Season and the cost of Anytime tickets for each day you have used, minus an industry-wide £10 administration fee.
If you only have a few journeys left on your Flexi Season you may find that no refund is available.
Are Advance tickets refundable?
Advance tickets are not usually refundable. However, we understand that sometimes your plans might change.
Until 31 December 2021, you can change your Advance ticket or get a refund as an eVoucher with no admin fee. Simply request your refund or rebook your journey before 18:00 the day before your original travel date and you will only be charged if your new ticket is more expensive.
Please check our Refunds page to see if more information about our refund policy.
A refund is calculated from the difference between the price you paid for the Flexi Season and the cost of an Anytime return ticket for each day you have used, minus an administration fee of no more than £10.
If you only have one or two journeys left on your Flexi Season you can apply for a refund from where you originally bought the ticket before the end of the 28-validity period.
The refund will be calculated based on the price of an Anytime return ticket for the journey your Flexi Season is valid for, the number of travel days used within the ticket's validity minus the £10 admin fee.
I was sick so didn’t use my Flexi Season this month, can I get a refund?
If you were sick and couldn’t use your Flexi Season ticket you must apply for a refund before the end of the 28-Day validity period.
There must be a minimum of one unused journey left to refund and a £10 admin fee will apply.
If you can provide evidence that you were not able to apply for a refund because of illness (such as a doctor’s note), we will still consider your refund application after the expiry date.
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.
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.
What happens if I amend/cancel or refund my booking?
If you ask for a refund on any tickets bought through lner.co.uk or at a self-service ticket vending machine up to and including 31 July 2020, the points you get from the journey will be deducted from your Nectar account within 28 days.
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.
How can I check the status of my refund?
A refund can take up to 28 days to show in your account. You can check the status of your refund by looking in your LNER account. If you have not received your refund within 28 days, please contact our Customer Service team.
Is there a deadline for claiming a refund?
Yes. The clock starts ticking as soon as your ticket expires, and you’ll have 28 days from then to get your claim in.
The important thing to remember is that different types of ticket have different expiry dates. If you need to check when yours expires, sign in to My Account on the website then click on the ticket you want refunded. The terms and conditions for that ticket will then pop up for you to read at your leisure.
Whilst we can refund you the price of your ticket, we can’t refund you any delivery charges you paid when buying it.
What do I do if I want a refund?
As with current season tickets, visit your LNER Travel Centre.
How do I request a refund for my Season Ticket?
If you bought your Season Ticket directly from us, we can generally give you a refund under the following circumstances:
In the case of an annual Season Ticket: provided there are 7 or more weeks validity remaining. Annual Season tickets typically have no refund value after 10 months and 12 days, although they are still valid for travel until the expiry date.
In the case of a Season Ticket valid between one and ten months: provided there are seven days (or more) validity remaining.
In the case of a weekly Season Ticket: provided there are three days (or more) validity remaining.
We are currently working to normal timelines for processing Season ticket refunds of 14 working days. You can see an estimate of your Season ticket refund using our Season ticket refund calculator.
To claim for a Season Ticket refund, please email your ticket image to us at season.tickets@lner.co.uk showing:
Full name on the season ticket
Original Ticket Number of the season ticket
Please cut your ticket in half from top to bottom with VOID written across it
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
It is only necessary to send an image of your actual travel ticket(s), we do not need to see your seat reservation or collection receipt
Season ticket end date (where applicable)
Photocard Number (if a season refund)
Station from and station to
Class of travel (First or Standard Class)
Amount
And your last day of travel
Season ticket refunds are subject to a £10 administration fee.
How long will it take for my refund to be processed?
Refunds can take up to 28 days to process.
If you're refunding your Season Ticket it can be up to 14 days.
It can then take up to 5 days for the money to actually appear in your account. All refunds are returned to the same account that was used to buy the tickets.
Can I refund my Smart Save Ticket if I can no longer travel?
Up until 31 December 2021, if you cancel your booking BEFORE 18:00 the day before travel, you can get a fee-free refund.
If you cancel your ticket AFTER 18:00 the day before travel, an industry-standard £10 admin fee is applied.
Can I refund my Smart Save Ticket if I can no longer travel?
Up until 31 December 2021, if you cancel your booking BEFORE 18:00 the day before travel, you can get a fee-free refund.
If you cancel your ticket AFTER 18:00 the day before travel, an industry-standard £10 admin fee is applied.
Where can I check the amount of refund I'm eligible for?
To see how much you could be entitled to, sign into My Account, then take a look under the ticket you want to refund.
Am I am entitled to a refund or extension on my Railcard?
We are working with our industry partners in the best way to assist you if you have a railcard and have not been able travel during COVD-19.
Please check the Railcards.co.uk website for the latest information.
How do I calculate my Season Ticket refund?
If you bought your Season Ticket directly from us, we can generally give you a refund under the following circumstances:
In the case of an annual Season Ticket: provided there are 7 or more weeks validity remaining. Annual Season tickets typically have no refund value after 10 months and 12 days, although they are still valid for travel until the expiry date.
In the case of a Season Ticket valid between one and ten months: provided there are seven days (or more) validity remaining.
In the case of a weekly Season Ticket: provided there are three days (or more) validity remaining.
Season Ticket refunds are subject to a £10 administration fee.
We are currently working to normal timelines for processing Season ticket refunds of 14 working days.
Please note that annual Season Ticket refunds are calculated on the difference between the price you paid and the cost of tickets for the time you actually used it.
Because annual tickets offer significant savings compared to paying weekly or monthly, refunds are not made pro rata, the calculation is based on the refundable value over 40 weeks instead of 52, as the ticket price is based on the cost of 40 weekly tickets.