We're excited to welcome you back onboard our trains. With our Covid Aware safe travel pledge, you can book and travel with confidence, when you're ready.
We know that travelling on long journeys can be overwhelming. We have:
Made our ticket change policy flexible
Increased our onboard and station cleaning
Introduced reservation-only travel so that each customer has a socially distanced seat.
We're here to welcome you onboard, when you're ready to travel.
We've made our trains and stations as safe as possible so that you can travel with confidence. Please be aware of any local or regional lockdowns in Scotland and the restrictions in England that may affect your travel.
When is best to travel and how do I avoid busy periods?
All our seats are socially distanced but some trains will still be busier than others. Where possible you should travel when our trains are quieter, midweek Monday to Thursday, and avoid busy travel times. Use our tool to check for quieter trains.
Face coverings must be worn in stations and on our trains, unless you are exempt. Otherwise you could be fined £200.
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.
When should I be wearing a face covering? Should I wear a face covering on trains and in stations?
Face coverings must be worn onboard our trains and in stations, unless exempt. Otherwise you could be fined £200. For exemptions in England click here, and exemptions in Scotland click here.
There are different rules for children depending on where you are travelling for information on face coverings in England click here, and for information in Scotland click here.
Who is exempt from wearing face coverings? What if I can’t wear a face covering for medical reasons or due to a disability?
You can still use public transport. We want you to be able to travel with dignity and our staff will act considerately towards those who cannot wear a face covering due to their disability or medical condition.
I’m deaf and I need to lip read what staff are telling me. Can they take off their face covering to help me?
At our biggest stations, National Rail are getting transparent face coverings for people in their mobility teams. Elsewhere, a common-sense approach will be taken. There are more FAQs on National Rail’s Assisted Travel FAQs page.
What should I do if I’m sitting in a carriage with someone who isn’t wearing a face covering?
You should continue to maintain your distance from other passengers. Some people may be exempt from wearing a face covering on public transport. For exemptions in England click here, and exemptions in Scotland click here.
Why are rail companies asking me to book in advance?
To support social distancing and to ensure a safe number of customers can travel on each of our trains, we are asking customers to purchase a ticket in advance of travel if possible and have reservation-only travel in place. Find out more about seat reservations here.
Is Assisted Travel still available?
Yes, if you require assistance for your journey you can book Passenger Assist when you're booking your ticket with LNER.
Alternatively, you can book assistance here. All assistance requests must be made by at least 22:00 the day before travel.
How do I make a booking for a wheelchair user?
You can still book a place for your wheelchair on our trains. First thing's first: make sure you're on a desktop or tablet device when you're making your booking. When you’re on the 'seating preference' section click on 'assistance request' and request a wheelchair space.
We’ll forward your details to our Assisted Travel team who'll contact you to confirm the space has been reserved. If a wheelchair space isn't available on the train you've requested, they'll ask if you can travel at another time. In the worst case scenario, you may have to cancel your booking.
If you'd like to talk to someone about your specific needs, contact our Assisted Travel team on:
Let us know, at least by 22:00 the day before you travel, so we can help make sure you have a hassle-free journey. But, even if you need a hand on the day, we’ll still do everything we can for you.
Live Chat daily between the hours of 08:00 - 22:00 - on our Help and support pages.
Call 03457 225 225 daily between the hours of 08:00 - 22:00.
Or use the Text Relay Service on 18001 03457 225 225.
All assistance requests must be booked by 22:00 the day before travel.
Will the ticket office be open?
Our station Travel Centres are open. Please check the various opening times here.
Is ‘contactless’ just encouraged or now the only way to pay?
We would prefer customers to use card or contactless payments but we still accept cash.
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.
Can I change my travel plans more than once?
Yes, you can change your tickets before the date of travel. For full details of how to change your tickets, split by ticket type, tap for our Change tickets page.
Or you can speak to our Customer Service Team on Live Chat between the hours of 08:00-22:00 - on our Help and support pages, email customers@lner.co.uk or call 03457 225 333 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, they will be valid for a further 6 months after the original expiry date. You do not need to exchange the voucher before use.
If your voucher expires after the 16 September contact Customer Service team who will review these on a case by case basis via our web chat found in the bottom right hand side of our help and support pages.
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.
Please check the Railcards.co.uk website for the latest information.
Are toilets still open on trains and at stations?
Our station toilets are open for you to wash your hands regularly when travelling.
Each of our trains has toilets with soap, running water and hand dryers so you can travel safely and wash your hands on the go.
Are LNER providing hand sanitisers?
We are in the process of installing hand sanitisers at our stations. Station toilets are open for you to wash your hands regularly. It is recommended that you carry your own hand sanitiser for times when washing your hands isn't possible.
Can you eat and/or drink on trains?
You are able to temporarily remove your face covering to consume food or drink on board our train, providing you are socially distanced from other passengers. Your face covering should be put back on after. We have reintroduced limited catering back on our trains, find out more here.
Are ticket inspectors still operating onboard train services?
We are reintroducing ticket checks onboard. Before travelling please ensure you have a valid ticket for the train you are on as well as a seat reservation.
What happens when the train I want to travel on is full?
If you've bought a flexible ticket (i.e. Off-Peak or flexible return) and the train you're trying to make a seat reservation for is full, please consider changing your journey time.
If you're at the station and you don't have a seat reservation you must make one before you board. We recommend doing this as soon as possible before you set off to guarantee the time of train you want to travel on.
We're ensuring all customers can travel safely and sit socially distanced when onboard.