FAQs

How do I apply for compensation for my cancelled or delayed journey?

Cancelled train

For cancelled trains, we offer full refunds if you did not travel on another train.

To get a refund for a cancelled train if you bought a ticket on lner.co.uk and didn't travel, go to your bookings in your My Account and follow these steps:

  1. Swipe down the page and tap Amend journey or request a refund button
  2. Tell us the reason for the refund request 'My train was cancelled' and tap Continue
  3. You'll need to complete a few details and then you can tap Yes to submit your request.

Already collected your tickets or had them posted to you?

If you have already collected or been sent your tickets via the post please fill in our Change of Plans form and follow the instructions.

Change of Plans

Was your train delayed 30 minutes or more?

Find out more about compensation if your train has been delayed on our Delay Repay page. For future LNER journeys, book directly on our website or app and choose One-Click Delay Repay to make claiming for a delayed journey even easier.