Face coverings must be worn in stations and on our trains.
It is important that you sit in your designated coach and seat number shown on your ticket or reservation confirmation email. All seats are socially distanced from other passengers.
Are trains being cancelled because of Coronavirus?
There have been no confirmed train cancellations due to the Coronavirus. LNER and other train operating companies are continuing to run a normal service throughout the UK.
Can I use a train if I have Coronavirus?
No. If you have been diagnosed with Coronavirus or are showing symptoms, you should follow the advice from the NHS.
Can I use a train if I have been asked to self-isolate?
No. If you have been asked by 111 or a medical professional to self-isolate you should avoid public places and contact with other people until you are told it is safe to do so. The NHS has more information about how to self-isolate.
Can I use a train if I am showing cold or flu-like symptoms?
If you are suffering cold or flu-like symptoms or live with someone who does, you should self-isolate for 14 days. During this time, you should avoid the use of public transport and should have minimal contact with others. If you need to use public transport to travel home and self isolate, you should take extra care to keep away from others and catch coughs and sneezes in a tissue. You can find more information about self-isolating on the NHS website.
You should follow NHS advice to reduce the risk of catching Coronavirus:
wash your hands with soap and water often – do this for at least 20 seconds
always wash your hands when you get home or into work
use hand sanitiser gel if soap and water are not available
cover your mouth and nose with a tissue or your sleeve (not your hands) when you cough or sneeze
put used tissues in the bin straight away and wash your hands afterwards
try to avoid close contact with people who are unwell
avoid touching your eyes, nose or mouth if your hands are not clean
How long will this book with confidence policy be in place?
This is a temporary change to support our customers at this unprecedented time, so customers can book with confidence and are not out of pocket if plans change. Please continue to visit the Coronavirus Travel Information page for the latest information.
Does the book with confidence booking policy apply if I am travelling in a few months time?
Yes, our book with confidence booking policy applies at the point at which you make your purchase, rather than when you plan to travel.
Can I change my travel plans more than once?
Yes, you can change your tickets quickly and easily in your account area.
Or you can speak to our Customer Service Team on Live Chat between the hours of 09:00-17:00 - on our Help and support pages or email customers@lner.co.uk to discuss your plans.
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.
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.
Rail travel vouchers during coronavirus
If you have Rail Travel Vouchers which are due to expire between the 17 March 2020 and 16 September 2020, the will be valid for a further 6 months after the original expiry date. You do not need to exchange the voucher before use.
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.