Onboard

We’re very happy for pushchairs and prams to be on our trains, just as long as you make sure they’re folded at all times and stored like 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.

Unfortunately, we cannot offer assisted travel for help with prams, however our station and onboard staff will be happy to help you when and where they can. 

Unfortunately, we cannot heat any baby food products onboard - this also includes 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 and passed off by our catering team. 

Children should not travel on their own on LNER until they are mature enough to understands 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:

http://www.btp.police.uk/safety_on_the_railway/keeping_children_safe.aspx

Up to two children up to the age of 5 years old can travel free of charge with a fare paying adult. Please bear in mind that as they do not have a ticket, on busy services you will be expected to sit them on your lap. You will need a Childs ticket for any additional children (even if they are under 5).

If your children are aged between 5 and 15 we offer discounted fares which are available through our website.

If you're travelling as a family, the Family & Friends Railcard offers brilliant value. You'll get a 33% discount on adult fares and a 60% discount on child fares when you all travel together in Standard. Find out more about the Family & Friends Railcard here.

Some stations have baby-changing facilities, but not all. You can check a specific station using our Station Information page.

All our LNER trains have baby-changing facilities. You'll find them in the toilet compartments in coaches F and L on our electric trains, and in all toilet compartments on our HST diesel trains. Check our seat map to see how close your seat is to the on-board 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

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

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 225 111 to make your trailer reservation, or visit one of our Travel Centres.

No. Trains are not permitted to carry any petrol–powered vehicles, for safety reasons.

Yes, we love to be green so you can carry your bike free of charge on LNER services as long as you have a valid ticket and you have made a reservation for your bike. Spaces are limited and subject to availability.

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.

Unfortunately, we cannot heat any baby food products onboard - this also includes 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 and passed off by our catering team. 

With a £4 Foodbar voucher, you’ll be able to get £5 worth of food and drink from the Foodbar.

You can purchase a Foodbar voucher from the Travel Centres at the station.

All our trains should have a trolley service and Foodbar, 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 bigger meal. Get a taste for what's currently on the Foodbar menu here and our First Class menu here.

We’re very happy for pushchairs and prams to be on our trains, just as long as you make sure they’re folded at all times and stored like 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.

No. Trains are not permitted to carry any petrol–powered vehicles, for safety reasons.

You can bring up to three pieces of luggage on our trains. If your luggage is too big or you have some extra items, you’ll have to place them in bulk storage. And you need to be able to handle it yourself (unless you have restricted mobility and have booked assistance).

You can find out more about our luggage policy here.

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.

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. 

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.

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.

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.

Yes. You can bring up to two dogs, cats or other small pets 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 0345 722 5225. Here’s some extra information on travelling with pets.

Yes, we love to be green so you can carry your bike free of charge on LNER services as long as you have a valid ticket and you have made a reservation for your bike. Spaces are limited and subject to availability.

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.

With a £4 Foodbar voucher, you’ll be able to get £5 worth of food and drink from the Foodbar.

You can purchase a Foodbar voucher from the Travel Centres at the station.

All our trains should have a trolley service and Foodbar, 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 bigger meal. Get a taste for what's currently on the Foodbar menu here and our First Class menu here.

Yes. You can bring up to two dogs, cats or other small pets 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 0345 722 5225. Here’s some extra information on travelling with pets.

Starting from lunchtime, we serve alcoholic drinks to First Class customers aged over 18. We don’t serve free drinks on weekends or bank holidays, only on weekdays.

Yes, you are allowed to drink alcohol onboard our trains, as long as it’s in moderation. We want you to have a good time but our priority is passenger safety so any antisocial behaviour or breaking any laws or railway by-laws might mean we ask you to leave the train (at a station, of course). We offer a small selection of alcoholic beverages from our food bar, all of which are complimentary for our First Class passengers. 

We may stop service to any person that we decide is intoxicated or impaired.

From time to time, we run certain services as teetotal, 'dry trains'. This means that no alcohol is allowed on board. This normally happens on the advice of British Transport Police when we know a large group will be travelling. Lots of people drinking in a confined space has been known to end in tears, and nobody wants that. 

If a train is going 'dry' we make the decision at least 48 hours before departure. You can find these updates publicised in the departure stations, or on the timetable changes page.

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. 

Have a look at the LNER train seat maps here.

No. Every train and station in the UK is smoke-free, including e-cigarettes.

Yes, you can reserve a seat on all LNER services, unless all the reservable seats are booked already. If you book an Advance or First Class ticket, you'll automatically have a seat reserved, and you can use our Seat Picker to change which seat, if you like. Reservations are available with all types of ticket. You can check on your reservation by logging into the My Account pages of this site.

Season ticket holders can reserve a seat for free 7 days before travel, on LNER services up to 7 days beyond the expiry of your Season ticket. Once you’ve picked a seat, print the details to carry with your ticket.

You’re only able to make one seat reservation per single journey and bear in mind that when our trains are busy a ticket without a reservation won’t guarantee you a seat. Most of the time, you’ll be able to board a train without a reservation if you have an open ticket, but there can be exceptions on very busy days like Christmas or Bank Holidays and so are subject to availability. 

You can pick your favourite seat using our LNER train seat maps on the desktop version of the LNER website. You’ll also be able to see the seat map when booking a ticket. Don’t worry if you're indecisive, you can always go back and change your seat later.

It's probably because we've run out of free tickets for the journey you're trying to book. We only have a certain number of free tickets for each journey. They're allocated on a first-come-first-served basis, so you could try changing the time or the date you want to travel to find a journey which still has free tickets available. The number of free seats varies from train to train, it also depends on the time of day. There are normally fewer at peak times and none at all at the really busy times of the year, such as Christmas and Easter. If you're still having no luck, double check that: 

• You’re booking your journey at least 7 days in advance
• You’re choosing stations that are served by LNER
• You have enough vouchers to cover the booking
• You're signed in to the site

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. 

Have a look at the LNER train seat maps here.

There are a few reasons why this might be happening:

• Seat reservations may not be available on your journey (This is often the case for very short distances)
• Seat reservations might not have been released yet by the train operator, or the train could be out of reservable seats.
• It might be too late. Reservations normally close at 6pm the day before departure.

If you’d like to reserve a seat for a ticket you've already bought, visit a travel centre or call our web support team at least 2 hours before the train sets off from its first station.  We’ll do everything we can to find you a seat. Seat reservations for season ticket holders are subject to availability.

We've been busy adding some nifty little gadgets to our trains. These boxes make finding an empty seat onboard a whole lot faster. Instead of relying on the old paper tickets, you can now see which seats are occupied, which seats are reserved but unoccupied, and which seats are empty.

Don’t worry, we’re just testing a new seat reservation system to make sure everything is working as it should.

For the time being, please ignore this and use the paper reservation tickets as usual to see which seats are free and which are reserved.

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 to the service.

3) Enjoy browsing!

If that doesn't work, take a look at our downloadable Wi-Fi User Guide. 

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.

Here’s a simple step by step guide.

Your device will probably try to connect straight away, so just follow these easy steps.

1.    Select the 'LNER-WIFI' network when prompted (or look for it in your Wi-Fi settings) 

2.    You will then be directed to the LNER Wi-Fi page where you can log on to the service

3.    Enter the Wi-Fi code that we emailed you.

4.    Enjoy browsing!

You’ll be able to access Wi-Fi in all our carriages. It's complimentary for all First Class customers onboard and in our First Class Lounges, and in Standard if you booked direct with us. If you're in Standard and didn't book direct with us, you can still enjoy 15 minutes free, but after that time’s up it’ll cost £5.00 for your journey.

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 login page will appear. Complimentary items are subject to availability.

Note if you book with us for travel on another train operator's service, you sadly won't be able to access our Wi-Fi on their trains.

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.