How do I apply for compensation for my cancelled or delayed journey?
We offer full refunds for our cancelled services, and variable compensation for journeys that are delayed by 30 minutes or more. Sometimes we’ll even do it if you choose not to travel because of disruptions. We’re just nice like that.
When can I claim compensation for delays to LNER services?
If you travel on a LNER service that's late by 30 minutes or more, we'll give you compensation. Pretty much all ticket holders, no matter how the delay was caused, can apply for compensation using Delay Repay, the only exception is for free tickets bought through our Rewards scheme.
The train I booked my Rewards free ticket on has been cancelled. What can I do?
Well the good news is you can use your free ticket on the next available LNER train for that journey, but we can't guarantee you a seat. We also can’t offer compensation for free tickets on delayed or cancelled trains. You can find out more about Rewards free tickets in the full terms and conditions.
The train journey I took with my Rewards free ticket was delayed or cancelled. Can I claim compensation?
Unfortunately not. Because your Rewards free ticket wasn’t paid for in the normal way, you can't claim compensation if your train is delayed or cancelled. But you can use it on the next available LNER train for that journey, so don’t pack your travel pillow away just yet.
What happens if I buy a ticket from LNER for travel with another train operator, and my train is then delayed?