If you booked directly through lner.co.uk, you will receive an email if your train has been cancelled. If you signed up for LNER Assistant during your booking or on the LNER App, you may receive a text or push notification.
My train was cancelled. How do I get to my destination?
Where possible, please travel on the next available LNER train. You will need to make a new seat reservation on our website or LNER App for free.
If that is not possible, please speak to station staff for advice. We'll always do everything we can to get you to your destination!
Refunds and Delay Repay
My train was cancelled and I decided not to travel. Can I get a refund?
Yes, if your train was cancelled and you decided not to travel, you can apply for a refund.
If you bought your ticket here on lner.co.uk or the LNER App, you can apply for a refund directly from your account
If you bought from somebody else, please contact them
If you bought your ticket from a station, please apply for your refund there.
My train was delayed, can I get a refund?
If your train was delayed and you still completed your journey, you may be eligible for Delay Repay. This entitles you to compensation for a part or full ticket price, depending on the length of the delay.
If you bought through the lner.co.uk website or LNER App and chose one-click Delay Repay, you'll be contacted by us to click and confirm your compensation.
If you bought your ticket from another website, visit our Delay Repay page.
Travelling with a bike in disruption
Can I take my bicycle on a rail replacement bus?
Unfortunately, there are no bike spaces available on rail replacement buses. We apologise for the inconvenience.
If my journey is completed with another train company, can I take my bike?
Please check the website of the train company you are travelling with or speak to a member of their staff at the station for information regarding their bike policy.
Are the trains that are running, safe?
Each train is being checked daily before entering into service and does not leave the depot until it has passed an inspection.