Refunds for your car park season ticket or PlusBus ticket
If you require a refund on your car park season ticket or PlusBus ticket, please make contact with the company who the ticket was purchased from. You will then receive confirmation of the amount to be refund, and the process to be followed. Car park season tickets and PlusBus tickets will be backdated 56 days from the date of receipt.
Refunds for your car park season ticket or PlusBus ticket
If you require a refund on your car park season ticket or PlusBus ticket, please make contact with the company who the ticket was purchased from. You will then receive confirmation of the amount to be refund, and the process to be followed. Car park season tickets and PlusBus tickets will be backdated 56 days from the date of receipt.
How long will it take for my refund to be processed?
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.
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.
Anytime and Off-Peak tickets are always refundable.
Advance tickets are not usually 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.
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 due will be backdated to 17 March, or the last day that you travelled on the ticket, whichever is later.
From 11 May, season ticket refunds will only be backdated by up to 56 days. A backdated refund may be available for those with evidence of sickness that pre-dates this time period.
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.
We are currently working to normal timelines for processing Season ticket refunds of 14 working day
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.
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. We are currently working to normal timelines for processing Season ticket refunds.
I bought my ticket online and it has been delivered. How do I claim a refund?
Until further notice, 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
What can I do if I want to cancel or change my travel plans due to Coronavirus?
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 until further notice, 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 full refund online (choose "other" as your reason and enter 'Covid19' in the text box).
Find out more about changing your travel plans on our FAQ page.
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.
What do I do if I want a refund?
As with current season tickets, visit your LNER Travel Centre.
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, the points you get from the journey will be deducted from your Nectar account within 28 days.
Where can I check the amount of refund I'm eligible for?
To see how much cash you could be entitled to, sign into My Account, then take a look under My Bookings.
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.
Can I cancel tickets that are being posted to me?
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.
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.
What should I do if I've booked an LNER ticket through a retailer?
If you've bought a ticket from a retailer or other train operating company, please visit that company's 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.
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.
As soon as we have further information from Railcards.co.uk we will update our website.
Can I claim a refund on the new ticket I have had to purchase because I forgot to carry my Railcard?
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.
What happens if disruption affects my travel plans?
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.
What if I bought my ticket through another company or website?
If you bought your ticket from another company, such as the Trainline, please contact them and follow their refund procedure.
If you’re booked to travel on an LNER train that has been cancelled or changed, your ticket will be valid for travel on the next available LNER train to your destination.
What should I do if I book a ticket and then an Advance fare becomes available?
If you buy a ticket for a train affected by the changes and then at a later date an Advance ticket is made available for a cheaper fare, you should book the Advance fare for that train and then request a fee-free refund on your original ticket.
What should I do if I book a ticket and then an Advance fare becomes available?
If you buy a ticket for a train affected by the changes and then at a later date an Advance ticket is made available for a cheaper fare, you should book the Advance fare for that train and then request a fee-free refund on your original ticket.
How much compensation am I entitled to?
The compensation that you'll receive depends on the amount of your ticket and whether you were delayed or your train was cancelled.
Delayed train
30 minutes or more
60 minutes or more
Single ticket
50% of your ticket price
100% of your ticket price
Return ticket
50%of the cost of the relevant portion* of a return ticket
100% of the cost of the relevant portion* of a return ticket