Following changes in government guidance, our customers no longer need to keep their distance from people they don’t live with. However, please be mindful of other customers and employees who may still wish to maintain a level of personal distance from others.
Do children require face coverings?
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.
The government guidance is updating from 19 July, we still recommend that you stay Covid aware with a face covering in busy places in our stations and our trains in England, as a courtesy to other passengers and rail staff.
If you're travelling to and from Scotland it is still law to wear your face covering, unless exempt, or you may be fined.
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.
The government guidance is updating from 19 July, we still recommend that you stay Covid aware with a face covering in busy places in our stations and our trains in England, as a courtesy to other passengers and rail staff.
If you're travelling to and from Scotland it is still law to wear your face covering, unless exempt, or you may be fined.
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 at least 6 hours before your time of travel. Where your journey takes place in a morning, we recommended booking by 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 in our stations. Onboard our trains it is still card payments only.
Can I use a train if I am feeling unwell?
If you feel unwell with any of these symptoms then you should stay at home and isolate for 14 days, avoiding public transport:
new continuous cough
a high temperature
A loss or change in your sense of smell or taste.
You cannot use the train if you have Coronavirus or have been asked to self-isolate.
You can find more information about self-isolating on the NHS website.
Yes, you can change your tickets before the date of travel. For full details of how to change your tickets, split by ticket type, visit our Change tickets page.
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 have unused Rail Travel Vouchers that expire between 20 October 2020 and 30 June 2021 your voucher(s) will automatically be valid for an additional six months from the original date of expiry.
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 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.
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 can make one before you board so you have a more comfortable journey
You can do this five minutes before the train leaves.