Frequently asked questions

It’s hard to say, but the process usually takes about 1-2 weeks in total. We’ll get cracking on processing your refund request within 7-10 days of your tickets arriving (or from receiving your online form if you were going to collect your tickets at the station). 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.

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. 

See if you’re eligible, and how to get started, on our Refunds page. 

Well, that depends. 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 refunds page to find out.

For a limited time we will be offering refunds on Season Tickets. Any refunds due will be backdated to Tuesday 17 March, or the last day that you travelled on the ticket, whichever is the later.

Information of refunding Rovers or Season Ticket can be found in the internal National Rail website.

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)
• and amount

For a limited time we will be offering refunds on Season Tickets. Any refunds due will be backdated to Tuesday 17 March, or the last day that you travelled on the ticket, whichever is the later.

Information of refunding Rovers or Season Ticket can be found in the internal National Rail website.

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)
• and amount

For a limited time we will be offering refunds on Season Tickets. Any refunds due will be backdated to Tuesday 17 March, or the last day that you travelled on the ticket, whichever is the later.

Information of refunding Rovers or Season Ticket can be found in the internal National Rail website.

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)
• and amount

Yes, you can. Go to My Account and click on Apply for a Refund. Then follow the instructions.

If you were planning to collect your tickets from the ticket vending machine at the station and you want to refund ALL the tickets in the booking, choose the 'Refund' option. Your tickets will be automatically cancelled and a refund, minus any admin fee, will be credited back to your account within a few days.

If you only want to refund some of the tickets in your booking, you'll need to collect them from the ticket vending machine first, and then request a refund using one of our Refunds forms. These are available at our Travel Centres or you can download a refund form here.

For a limited time, if you have your paper ticket (purchased online from lner.co.uk only) we can process ticket refunds with just an image of your paper ticket. Once you have submitted your refund claim, please follow the instructions below and email your ticket image to us at lner.refunds.evidence@fastrailticketing.com.

• Submit a refund via your online account (choose "other" as your reason and enter 'Covid19' in the text box)
• 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
• 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 coupons

For a limited time, if you have your paper ticket (purchased online from lner.co.uk only) we can process ticket refunds with just an image of your paper ticket. Once you have submitted your refund claim, please follow the instructions below and email your ticket image to us at lner.refunds.evidence@fastrailticketing.com.

• Submit a refund via your online account (choose "other" as your reason and enter 'Covid19' in the text box)
• 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
• 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 coupons

If you decided you don't want to travel during the Coronavirus outbreak, we have relaxed the rules around refunds and changing tickets.

• We have temporarily removed the standard £10 administration charge to change any booking up to and including 30 April, to make it easier to rearrange your travel plans after directly booking with us.
• Advance tickets are not refundable, However, if you bought an Advance ticket prior to 7am on 23 March and your plans have changed, you can apply for a full refund. You can claim a refund online (choose "other" as your reason and enter 'Covid19' in the text box).
• Anytime and Off-Peak tickets are refundable. You can claim a refund online (choose "other" as your reason and enter 'Covid19' in the text box).

Please visit our Book with confidence section of our Coronavirus travel information page for more information.

Find out more about changing your travel plans on our FAQ page.

If you decided you don't want to travel during the Coronavirus outbreak, we have relaxed the rules around refunds and changing tickets.

• We have temporarily removed the standard £10 administration charge to change any booking up to and including 30 April, to make it easier to rearrange your travel plans after directly booking with us.
• Advance tickets are not refundable, However, if you bought an Advance ticket prior to 7am on 23 March and your plans have changed, you can apply for a full refund. You can claim a refund online (choose "other" as your reason and enter 'Covid19' in the text box).
• Anytime and Off-Peak tickets are refundable. You can claim a refund online (choose "other" as your reason and enter 'Covid19' in the text box).

Please visit our Book with confidence section of our Coronavirus travel information page for more information.

Find out more about changing your travel plans on our FAQ page.

If you decided you don't want to travel during the Coronavirus outbreak, we have relaxed the rules around refunds and changing tickets.

• We have temporarily removed the standard £10 administration charge to change any booking up to and including 30 April, to make it easier to rearrange your travel plans after directly booking with us.
• Advance tickets are not refundable, However, if you bought an Advance ticket prior to 7am on 23 March and your plans have changed, you can apply for a full refund. You can claim a refund online (choose "other" as your reason and enter 'Covid19' in the text box).
• Anytime and Off-Peak tickets are refundable. You can claim a refund online (choose "other" as your reason and enter 'Covid19' in the text box).

Please visit our Book with confidence section of our Coronavirus travel information page for more information.

Find out more about changing your travel plans on our FAQ page.

As with current season tickets, visit your LNER Travel Centre.

If you decide not to travel, some tickets allow you to claim a refund. To find out if your ticket is eligible, check the terms and conditions of the ticket. You can find these by signing in to the My Account section of the website and selecting My Bookings.

There will be a £10 administration fee per transaction. To claim your refund, you’ll need to return your unused ticket within 28 days of expiry.

No refund is available on Advance tickets. If you aren't eligible for a refund, you can still change your booking for a £10 administration fee. Alternative tickets may not be available at the same price as your original ticket.

To see how much cash you could be entitled to, sign into My Account, then take a look under My Bookings.

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.

Yep, that’s no problem. Log in into your account then just click on Apply for a Refund, and follow the instructions. We’ll need the tickets to be returned before we can actually give you your money back though, so when they arrive you’ll need to head to the post office and send them to us. We can’t refund any of the postage costs you’ve had to pay, but we’ll process your refund as soon as we get them. 

If you ask for a refund on any tickets bought through lner.co.uk, or at a self-service ticket vending machine, the points you get from the journey will be deducted from your Nectar account within 28 days. 

Change of plans? If you make a new booking, 2 Nectar points will be given for every additional £1 spent on the new journey, or deducted if the final cost is lower.

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.

Change your train ticket

If you've bought a ticket from a retailer or other train operating company, please visit that companies website and check their updated refund policy. Unfortunately we are unable to process a refund or credit for a ticket that hasn't been purchased directly on our website. 

One of the terms and conditions of your Railcard is that you need to carry it with you at all times when travelling with a Railcard-discounted ticket. So if you don't have your Railcard with you when your ticket is inspected you will be required to pay for a new non-refundable ticket at the full non-discounted rate. 

If you could not produce your Railcard at the time of travel, on the first occasion only, you may receive a full refund on any extra fare charged. To claim a refund in respect of a forgotten Railcard please contact our Customer Services team who will require evidence of the additional fare which was charged and a copy of the Railcard which was valid at the time of travel. On any subsequent occasion where you forget your Railcard, unfortunately you will not be eligible to receive a refund.

If you decide not to travel due to disruption, you can claim a refund on any unused tickets without needing to pay an administration fee.