One-click Delay Repay

One-click Delay Repay is the automation of our current (manual) delay repay process.  

One-click Delay Repay makes sure your claim is made and paid in one-click.

• It’s fast and easy
• Simply opt-in when buying your LNER Advance ticket direct through us and we’ll take care of the rest
• We’ll confirm your claim within 30 minutes and put the money back on the card you paid within 3 to 5 days.

Sometimes we can’t help trains being late. But we can help to make claiming easy.

You can use One-click Delay Repay if you've:

• Booked an LNER Advance ticket on lner.co.uk
• Bought an Advance ticket (Flexible, Off-Peak, Super Off-Peak & Season Tickets are not eligible for One-click Delay Repay, please process your claim via the delay repay form.)
• Travelling on an LNER train
• Opted-in to One-click Delay Repay when buying your ticket 

Delay repay compensation is for trains that are delayed for 30 minutes or more, or for cancelled trains. Find out more about delay repay here.

1. If your train arrives late to it's final destination by 30 minutes or more, or your train is cancelled, One-click Delay Repay is triggered and a message is sent to you within 30 minutes of you arriving at your destination, or the cancellation. This message will outline the amount of compensation you are due.
2. You will receive a final message to confirm when the compensation has been processed, this can take up to 5 working days to reach the card used when purchasing your ticket.
3. You can also view the compensation claims under your account area here.

You can view pending & processed delay repay compensation in your account area.

If something goes wrong and we can't process your delay repay compensation you will be informed of this automatically.

The message sent to you will include your customer reference number and contact details of the customer service team who you will need to contact.

It may mean that your compensation will be completed following the existing manual delay repay process, we will be able to process this on your behalf.

Because the delay repay compensation is automated if you use One-click Delay Repay, all the information you need is sent directly to you. If you have any further questions you can contact our customer service team:

• Email: customers@lner.co.uk
• Text Reply Service: 18001
• Chat bot: From our help and support pages

When you buy your ticket from lner.co.uk you will be given the option to donate 100% of your compensation to CALM through One-click Delay Repay. Find out more about our partnership with the charity CALM here.