Frequently asked questions

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.

No, LNER Family Return tickets are non-refundable.

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.

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.

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

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.

Normal ticket conditions continue to apply during dates affected by planned line closures. Please check our change your ticket guidance for options to amend or refund any tickets purchased with us.

Change your train ticket

Can I claim compensation if I have accidentally 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 decrease the money available for improvements. Delay Repay will apply as normal.

• 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.

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.

From Monday 7 September, Season Ticket refunds will apply from the date of the refund application, although an exception will remain for certified sickness as per National Rail Conditions of Travel.

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.
• You can see an estimate of your Season Ticket refund using our Season ticket refund calculator.
• 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. 

Find out how to claim a refund

To see how much you could be entitled to, sign into My Account, then take a look under the ticket you want to 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

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:

1. Select View or edit on the ticket that you want to refund
2. Swipe down the page and tap Amend journey or request a refund button
3. Tell us the reason for the refund request 'My train was cancelled' and tap Continue
4. 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.

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

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

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.

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.

We have updated the rules around refunds and changing tickets.

• Advance tickets are not refundable. However, we understand that sometimes your plans might change. If you want to change your Advance ticket, please contact our Customer Service team or visit a Travel Centre. They'll either refund your current Advance ticket and you'll have to purchase a new Advance ticket, or the price of your original Advance ticket will be deducted, the appropriate amount, from the new Advance ticket. A £10 admin fee will apply.
• 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). A £10 admin fee will apply

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

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.