Delayed and cancelled trains

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Cancelled trains

How do I apply for compensation for my cancelled or delayed journey?

Cancelled train

For cancelled trains, we offer full refunds if you did not travel on another train. You need to apply for your refund within 28 days of the cancelled train date.

To get a refund for a cancelled train if you bought a ticket on lner.co.uk and didn't travel, go to your bookings in your My Account and follow these steps:

  1. Swipe down the page and tap Amend journey or request a refund button
  2. Tell us the reason for the refund request 'My train was cancelled' and tap Continue
  3. 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 please fill in our Change of Plans form and follow the instructions.

Change of Plans

Was your train delayed 30 minutes or more?

Find out more about compensation if your train has been delayed on our Delay Repay page. For future LNER journeys, book directly on our website or app and choose One-Click Delay Repay to make claiming for a delayed journey even easier.

How much compensation am I entitled to?

The compensation that you'll receive depends on the amount of your ticket and whether you were delayed or your train was cancelled.

Delayed train 30 minutes or more 60 minutes or more
Single ticket 50% of your ticket price 100% of your ticket price
Return ticket 50%of the cost of the relevant portion* of a return ticket 100% of the cost of the relevant portion* of a return ticket

 

If you're train is cancelled you will receive a full refund, find out more about how to claim and how to claim Delay Repay.

* ‘Portion’ means either the outward or the return part of a return ticket. ‘Relevant’ means the portion of the journey on which you were delayed.

I'm a season ticket holder, when can I claim compensation for delays to LNER trains?

If you travel on a LNER service that's late by 30 minutes or more, we'll give you compensation.

Season tickets refunds are calculated on the difference between the price you paid and the cost of a ticket for the time you actually used it. This means the amount of compensation for each journey is:

  • for a weekly Season Ticket, the price of the ticket divided by 10
  • for a monthly Season Ticket, the price of the ticket divided by 40
  • for an annual Season Ticket, the price of the ticket divided by 464 

 

Find more information on the Delay Repay page.

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Delay Repay

My LNER train was delayed, how do I claim compensation?

If your train was delayed for 30 minutes or more you may be entitled to Delay Repay (some money back). Find out more about compensation if your train has been delayed on our Delay Repay page. 

For future LNER journeys, book directly on our website or app and choose One-Click Delay Repay to make claiming for a delayed journey even easier.

Delay Repay

How much compensation am I entitled to?

The compensation that you'll receive depends on the amount of your ticket and whether you were delayed or your train was cancelled.

Delayed train 30 minutes or more 60 minutes or more
Single ticket 50% of your ticket price 100% of your ticket price
Return ticket 50%of the cost of the relevant portion* of a return ticket 100% of the cost of the relevant portion* of a return ticket

 

If you're train is cancelled you will receive a full refund, find out more about how to claim and how to claim Delay Repay.

* ‘Portion’ means either the outward or the return part of a return ticket. ‘Relevant’ means the portion of the journey on which you were delayed.

I bought two tickets for the same journey for myself and another person and I am entitled to Delay Repay. Do I need to fill the form in twice?

No you don't need to fill in the form twice.

You can fill the form in with your details and the total cost of the tickets and you'll be compensated for both tickets. However, you will need to upload an image or eTicket screenshot for both tickets or booking confirmations.

Claim Delay repay

What happens if I buy a ticket from LNER for travel with another train operator, and my train is then delayed?

If you're on a train run by someone else which is delayed or cancelled, you may be able to claim compensation. You just need to check with them first.

You’ll find a list of all train operators on the National Rail Enquiries website.

I'm a season ticket holder, when can I claim compensation for delays to LNER trains?

If you travel on a LNER service that's late by 30 minutes or more, we'll give you compensation.

Season tickets refunds are calculated on the difference between the price you paid and the cost of a ticket for the time you actually used it. This means the amount of compensation for each journey is:

  • for a weekly Season Ticket, the price of the ticket divided by 10
  • for a monthly Season Ticket, the price of the ticket divided by 40
  • for an annual Season Ticket, the price of the ticket divided by 464 

 

Find more information on the Delay Repay page.

Buy tickets

What to do during disruption

My train is cancelled. How can I complete my journey?

If your train was cancelled, you can travel on the next available LNER train. In certain circumstances during major disruption, you may be able to travel on other train company trains using your existing ticket or LNER may provide rail replacement buses. Please ask a member of staff at the station.

You may be eligible for Delay Repay. If you booked direct and selected one-click Delay Repay, when booking directly with LNER, this will be easy to recieve.

If you decided not to travel due to your train being cancelled, you could be eligible for a refund.

If I have a fixed ticket for a specific train which is then delayed by more than 30 mins can I use my ticket on another train to get to my destination on time?

You will still have to travel on the specified train service as per your ticket. If the train is 30 minutes delayed you will be entitled to claim money back through our Delay Repay scheme here.

Our booked train was delayed, and we missed our connection - are we able to travel on a later train with no extra charge?

Yes, you can board the next available service to get to your destination.

What train can I get if the first part of my journey is delayed and I then miss my Advance ticket train?

In this case please speak to ticket office staff to determine the cause of the delay and if applicable the ticket office staff will validate the Advance ticket for the next available LNER service.

Train running over an hour late. Can I get on a different train?

Customers can usually get the next LNER train service after their delayed service, if it has been delayed for one hour or more. You can check the website or with station staff to confirm if this happens.

What happens if you have an Advance ticket and you miss your connection due to delay or cancellation of a non-LNER train.

Customers would need to speak to ticket office staff to determine the cause of the delay and if applicable ticket office staff will validate the Advance ticket for the next available LNER service.

How to get another train if yours is cancelled?

What to do if an LNER train is cancelled:

If an LNER train is cancelled, you can get on the train before or after your cancelled service. There's no need to check with station staff or the train manager at this time, they are aware of the current short-notice cancellations and changes, keep your original ticket with you.