What to do during disruption

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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.