Select View or edit on the ticket that you want to refund
Swipe down the page and tap Amend journey or request a refund button
Tell us the reason for the refund request 'My train was cancelled' and tap Continue
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 and have not yet submitted a refund request, or your account states that LNER are awaiting tickets, please follow the instructions below and email to: email@example.com
When submitting the image:
Please cut your paper ticket in half from top to bottom
Take a photograph of the ticket on a plain background with the two pieces of the ticket clearly apart
Please ensure the details on both halves of the ticket are readable
We only require an image of your actual travel ticket(s) or booking confirmation
And any journey information e.g. ‘I was planning to travel from King’s Cross to Newcastle on the 20 May at 10:00am but my train was cancelled”.
Find out more about compensation if your train has been delayed on our Delay Repay page.
Can I claim a refund on the new ticket I have had to purchase because I forgot to carry my Railcard?
One of the terms and conditions of your Railcard is that you need to carry it with you at all times when travelling with a Railcard-discounted ticket. So if you don't have your Railcard with you when your ticket is inspected you will be required to pay for a new non-refundable ticket at the full non-discounted rate.
If you could not produce your Railcard at the time of travel, on the first occasion only, you may receive a full refund on any extra fare charged. To claim a refund in respect of a forgotten Railcard please contact our Customer Services team who will require evidence of the additional fare which was charged and a copy of the Railcard which was valid at the time of travel. On any subsequent occasion where you forget your Railcard, unfortunately you will not be eligible to receive a refund.
Can I cancel tickets that are being posted to me?
Yep, that’s no problem. Log in into your account then just click on Apply for a Refund, and follow the instructions. We’ll need the tickets to be returned before we can actually give you your money back though, so when they arrive you’ll need to head to the post office and send them to us. We can’t refund any of the postage costs you’ve had to pay, but we’ll process your refund as soon as we get them.
Can I cancel tickets before I've collected them?
Yes, you can. Go to My Account and click on Apply for a Refund. Then follow the instructions.
If you were planning to collect your tickets from the ticket vending machine at the station and you want to refund ALL the tickets in the booking, choose the 'Refund' option. Your tickets will be automatically cancelled and a refund, minus any admin fee, will be credited back to your account within a few days.
If you only want to refund some of the tickets in your booking, you'll need to collect them from the ticket vending machine first, and then request a refund using one of our Refunds forms. These are available at our Travel Centres or you can download a refund form here.
Where can I check the amount of refund I'm eligible for?
To see how much cash you could be entitled to, sign into My Account, then take a look under My Bookings.
How long will it take for my refund to be processed?
It’s hard to say, but the process usually takes about 1-2 weeks in total. We’ll get cracking on processing your refund request within 7-10 days of your tickets arriving (or from receiving your online form if you were going to collect your tickets at the station). It can then take up to 5 days for the money to actually appear in your account.
All refunds are returned to the same account that was used to buy the tickets.
Is there a deadline for claiming a refund?
Yes. The clock starts ticking as soon as your ticket expires, and you’ll have 28 days from then to get your claim in.
The important thing to remember is that different types of ticket have different expiry dates. If you need to check when yours expires, sign in to My Account on the website then click on the ticket you want refunded. The terms and conditions for that ticket will then pop up for you to read at your leisure.
Whilst we can refund you the price of your ticket, we can’t refund you any delivery charges you paid when buying it.
Am I entitled to compensation if compensation schemes in the LNER Passenger Charter, such as Delay Repay, don't apply?
In accordance with your legal rights as a consumer under the Consumer Rights Act 2015, you may be eligible to a different level or method of compensation where LNER is at fault and nothing set out in our Passengers Charter is intended to limit or exclude your legal rights in these circumstances.