We’re very happy for pushchairs, prams and buggies to be on our trains, just as long as you make sure they’re folded at all times and stored the same way as any other item of luggage.
Be careful not to put pushchairs and prams in wheelchair spaces as a wheelchair user might join later in the journey.
Can I book assisted travel for my pram?
Unfortunately, we cannot offer assisted travel for help with prams, buggies or pushchairs. However, our station and onboard staff will be happy to help you when and where they can.
Will you be able to heat baby food or my own food onboard the train?
Unfortunately, we cannot heat any baby food products onboard, including bottles. The reason for this is that the equipment that we use onboard is a lot more powerful than what is in your kitchen at home. We are obligated to keep all our customers safe and can only heat products that have been thoroughly tested by our catering team.
At what age can children travel on your trains unaccompanied by an adult?
Children should not travel on their own on an LNER train until they are mature enough to understand the risks involved with rail travel. It is the responsibility of the parent or guardian to make this decision.
LNER staff are unable to provide a chaperone service and if we notice a child travelling on their own and we are worried about their safety we will contact the British Transport Police for assistance.
You'll find some helpful guidance for children travelling alone by the British Transport Police here.
At what age do children have to pay to travel?
Up to two children, aged 4 years old and under, can travel free of charge with a fare-paying adult. Please bear in mind that as they do not have a ticket or a seat reservation, so on busy trains they will be expected to sit on your lap. You can purchase a childs ticket or Family Return to reserve a seat.
If you're travelling with more than two children under 5 and one adult, you will need to purchase a childs ticket for the additional children,
If your children are aged between 5 and 15 we offer discounted fares which are available on our website.
If you're travelling as two adults and between two and four children, the Family Return ticket might also be a great saving for you and it offers a flexible return ticket, find out more here.
Are there baby-changing facilities at the station?
Some stations have baby-changing facilities, but not all. You can check a specific station using our Station Information page.
Our new LNER Azuma trains have baby-changing facilities in all toilets. On our electric trains, there are baby-changing facilities in coaches F and L. Check our seat maps to see how close your seat is to the onboard baby-changing facilities.
Stations we call at that do not have baby changing facilities:
Alnmouth
Blair Atholl
Bradford Forster Square
Brough Station
Carrbridge
Harrogate
Horsforth
Keighley
Lincoln Central
Morpeth
Newtonmore
Northallerton
Perth
Bikes
Can I travel with a tricycle or a double deck cycle?
Unfortunately we do not have the space to carry Tricycles, cycle trailers or double deck cycles. However, tandems are accepted if they conform to the following specifications and have two reservations: 100cm in height x 60cm in width x 260cm
Can I bring a cycle trailer on the train?
Yes, as long as you make a reservation for both the bike and the trailer. You can make a reservation when you book your tickets, or in the My Bookings section of the website. Your cycle trailer can't exceed 150x150x100cm in size and should be able to be carried into the driver or guard's van. Please call Web Support on 03457 225 333 to make your trailer reservation, or visit one of our Travel Centres.
Can I bring a petrol-powered vehicle on board, such as a moped?
No. Trains are not permitted to carry any petrol–powered vehicles, for safety reasons.
Can I take my bike with me onboard the train?
Yes, we love to be green so you can carry your bike free of charge on LNER trains as long as you have a valid ticket and you have made a reservation for your bike. Spaces are limited and subject to availability.
You can make a reservation at one of our Station Travel Centres, or by calling 03457 225 333.
If you're travelling with another train operator on your journey you'll need to check their own policy too. You can do this by visiting the National Rail website.
Catering
Will you be able to heat baby food or my own food onboard the train?
Unfortunately, we cannot heat any baby food products onboard, including bottles. The reason for this is that the equipment that we use onboard is a lot more powerful than what is in your kitchen at home. We are obligated to keep all our customers safe and can only heat products that have been thoroughly tested by our catering team.
Cafe Bar vouchers on LNER
With a £4 Foodbar voucher, you’ll be able to get £5 worth of food and drink from the Foodbar.
You can purchase a Cafe Bar voucher from the Travel Centres at the station.
What catering services do you offer on your trains?
Coronavirus catering
All our trains should have a trolley service and Let's Eat Cafe Bar, where you can buy a range of delicious hot and cold food and thirst quenching drinks. In First Class, we offer complimentary food and drink and if your journey is longer than 70 minutes we'll serve a hot meal, Monday to Friday.
On the weekend and bank holidays we offer a separate First Class menu. Get a taste for what's currently on the Cafe Bar menu here and our First Class menu here.
Luggage
Can I take my pram onboard the train with me?
We’re very happy for pushchairs, prams and buggies to be on our trains, just as long as you make sure they’re folded at all times and stored the same way as any other item of luggage.
Be careful not to put pushchairs and prams in wheelchair spaces as a wheelchair user might join later in the journey.
Can I bring a petrol-powered vehicle on board, such as a moped?
No. Trains are not permitted to carry any petrol–powered vehicles, for safety reasons.
How much luggage can I take onboard?
We don't have limitless space onboard so please pack light so your bags fit comfortably onboard our trains.
Please note we only allow three items per person.
A maximum of one large suitcase, a carry on bag and small handbag can be brought onboard. You can find out more about luggage sizes here.
What should I do if I’m travelling in a group with large amounts of luggage?
If you've bought your tickets through our Group Travel Team just let them know how much luggage you are planning to take. On some journeys and depending on the type of train, we may be able to carry your luggage in bulk storage.
Can I get some help with my luggage?
Unfortunately we don't have luggage handling staff, however our station and onboard crew will be more than happy to help where ever they can.
Why do I need to label my luggage?
Labelling your luggage makes it easier for us to find if it was to get misplaced or lost. It is also part of the National Rail Conditions of Carriage.
How should I label my luggage?
When travelling with us, you’ll need to label all luggage with your name, address, destination station and a contact number. Your luggage may have built in label sleeves, but if not, it’s a good idea to write your details on a piece of card and tie it securely to the handle.
What happens if I struggle to store my luggage when I get on the train?
Ask a member of our station or on-board team and they’ll help you with the nuts and bolts. Some of our trains do have bulk storage areas, which our team will be happy to direct you to.
Can I take pets on the train?
Yes. You can bring your pets with you.
Up to two dogs, cats or other small pets can be brought with you for free, as long as they aren’t taking up a seat!
For each additional pet, you may have to pay up to a maximum of £5.00 for each journey.
We can make special arrangements for customers travelling with an assistance dog, you can book through our assisted travel team on 03457 225 444. Here’s some extra information on travelling with pets.
Can I take my bike with me onboard the train?
Yes, we love to be green so you can carry your bike free of charge on LNER trains as long as you have a valid ticket and you have made a reservation for your bike. Spaces are limited and subject to availability.
You can make a reservation at one of our Station Travel Centres, or by calling 03457 225 333.
If you're travelling with another train operator on your journey you'll need to check their own policy too. You can do this by visiting the National Rail website.
Can I leave my luggage at the stations?
Some of our stations have privately run left luggage points inside or nearby. Please check a search engine like Google to find a left luggage point. These will have additional charges.
Onboard Experience
Cafe Bar vouchers on LNER
With a £4 Foodbar voucher, you’ll be able to get £5 worth of food and drink from the Foodbar.
You can purchase a Cafe Bar voucher from the Travel Centres at the station.
What catering services do you offer on your trains?
Coronavirus catering
All our trains should have a trolley service and Let's Eat Cafe Bar, where you can buy a range of delicious hot and cold food and thirst quenching drinks. In First Class, we offer complimentary food and drink and if your journey is longer than 70 minutes we'll serve a hot meal, Monday to Friday.
On the weekend and bank holidays we offer a separate First Class menu. Get a taste for what's currently on the Cafe Bar menu here and our First Class menu here.
Can I take pets on the train?
Yes. You can bring your pets with you.
Up to two dogs, cats or other small pets can be brought with you for free, as long as they aren’t taking up a seat!
For each additional pet, you may have to pay up to a maximum of £5.00 for each journey.
We can make special arrangements for customers travelling with an assistance dog, you can book through our assisted travel team on 03457 225 444. Here’s some extra information on travelling with pets.
When is complimentary alcohol served in First Class?
Starting from lunchtime, we serve alcoholic drinks to First Class customers aged over 18. We don’t serve free alcoholic drinks on weekends or bank holidays, only on weekdays.
Is Alcohol allowed onboard?
We are currently operating with an alcohol free train policy, which means that alcohol is not allowed to be consumed onboard any LNER trains.
What seating preferences are available for Assisted Travel journeys?
You'll be able to see which seating preferences are available once you've chosen a service during booking. Your seat number will be printed along with your tickets. We’re sorry to say that we can’t always guarantee seat preferences.
Check out our interactive seat maps when booking from the desktop version of the LNER site and you’ll be able to take a look at the carriages and pick the best seat.
No. Every train and station in the UK is smoke-free, including e-cigarettes.
Can I reserve a seat?
Yes, you can reserve a seat on all LNER trains, unless all the reservable seats are booked already.
Tickets that come with a reservation:
If you book a Standard Advance or First Class Advance ticket, you'll automatically have a seat reserved, and you can use our Seat Picker to change which seat, if you like. You can check your seat reservation by logging in to your, My Account area.
How to reserve a seat:
If you have a Flexible, Off-Peak, Super Off-Peak or Open ticket and you need a seat reservation you can make one online using our reservation tool
Yes! Every seat on an Azuma comes with a stand UK plug socket and also a USB port in First Class. On our older electric trains, there are two plugs at each table in Standard and a plug at each seat in First Class.
What time do you stop serving food in First Class?
What tickets are eligible for complimentary refreshments in First Class?
To be eligible for a complimentary meal, you must be travelling with a valid First Class ticket for 70 minutes or more. On some occasions those travelling for less may be offered complimentary drinks and light snacks depending on availability.
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. Find your nearest toilet onboard with our seat maps below.
If I booked a seat reservation but couldn't sit in it due to overbooking, am I entitled to a refund?
When you reserve a seat you're covered by our Seat Guarantee. That means if you have a reserved seat and you can't sit in it due to overbooking and our Train Manager can't find you an alternative seat, you can claim a refund for part or all of your ticket.
I want to sit in a different seat. Can I change my seat reservation?
If you booked your ticket through LNER, go to your LNER account and click in the My bookings section. Find the journey you wish to amend and follow the instructions. If you booked your ticket through another train operator, a retailer or a Travel Centre, you can either contact us or you can visit a Travel Centre.
Wi-Fi
I'm having problems accessing the Wi-Fi on my LNER train. What should I do?
Most mobile devices try to access Wi-Fi straight away. Here's how to get it working:
1) Select the 'LNER-WiFi' network when a prompt pops up (or find it in your Wi-Fi settings)
2) Launch your internet browser and you should find yourself on the LNER WI-Fi page where you can log on or register if it's your first time.
And if that still doesn't sort it, our Wi-Fi Support team are happy to help. Just give them a call on 01163 66 33 36 or email your query to wifi@lner.co.uk.
Do I need a Wi-Fi code on an LNER train?
Wi-Fi is free for everyone on our trains. Most mobile devices are set up to access Wi-Fi straight away. To get connected simply:
Select the 'LNER WIFI' network when prompted (or in your Wi-Fi settings)
Launch your internet browser and you should then be directed to http://wifi.lner.co.uk where you can log on or register.
Where can I access Wi-Fi on LNER and how much does it cost?
Wi-Fi is free to everyone in both Standard and First. If you're a regular traveller with us you'll no longer need to enter a Wi-Fi code from your booking confirmation if you want to get online. All you need to do is sign in with your email address and password, or register if you're new to travelling with LNER.
If you have a Wi-Fi-enabled laptop or smartphone, it should automatically find our server and direct you to our landing page when you switch on. If this doesn't happen, go to your network preferences and choose the LNER connection. When you open your browser, the Wi-Fi login page will appear.
Lost Property
I have lost something on my journey. What do I do?
There’s no need to worry. Just follow the instructions on our lost property page and we'll do our best to track down whatever you've mislaid.