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. 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.
Up until 31 December 2021, you can change the time and date of your tickets or get a refund as an eVoucher. If you request a refund or change your journey before 18:00 the day before travel, there is no admin fee.
If you change your journey or request a refund after 18:00 the day before travel, there is an industry standard £10 admin fee.
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.
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 much does it cost to change my ticket?
Until 31 December 2021, you can change your ticket or request a refund as eVouchers or Rail Travel vouchers fee-free on our website.
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 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.
My train was cancelled and I decided not to travel. Can I get a refund?
Yes, if your train was cancelled and you decided not to travel, you can apply for a refund.
If you bought your ticket here on lner.co.uk or the LNER App, you can apply for a refund directly from your account
If you bought from somebody else, please contact them
If you bought your ticket from a station, please apply for your refund there.
Can I cancel a seat reservation if my plans change?
Yes. If you no longer need a seat reservation you can cancel this easily in your My Account area. Simply select the reservation you no longer need then click on 'See all reservations under this booking' and tap 'View or cancel'.
You may need to change your ticket, too. For how to change your ticket or get a refund, visit our refunds page.
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.
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.