Top Questions

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Top Questions

Where is my booking reference?

You can find your LNER booking reference by visiting My account on the LNER website or LNER mobile app and finding the Bookings section.

It can also be found in the footer of your confirmation email where it is called a Transaction reference.

How do I change my ticket?

Head to our refunds and change of journey page and you'll find everything you need to know.

Until 30 September 2022, you can change ticket or get a refund, if you have an Advance ticket you can do this without paying an admin fee - but you need to make the change or request the refund before 18:00 the day before travel. 

Refunds and change of journey

Do I need to wear a face covering on the train?

Please continue to wear a face covering on our trains and in our stations. Thank you for being considerate of other customers and our colleagues.

Can I take my bike with me onboard the train?

Yes, we love to be green so you can carry your bike free of charge on LNER trains 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 on an LNER train only, you can make a reservation online when you book your ticket. Alternatively, you can make a reservation at one of our Station Travel Centres or by using our chat bot.

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.

Travelling with your bike

Is Alcohol allowed onboard?

You can buy alcohol from our Let's Eat Cafe Bar whilst onboard our trains and if you're in first class, you can enjoy complimentary drinks.

You can also bring your own alcohol onboard.

Upgrade to First Class onboard

You can upgrade your Standard ticket to First Class on weekends, Bank Holidays and on some Super Off-Peak trains.

To upgrade just speak to the train manager to check there's space onboard and pay the upgrade there on card.

  Weekend/Bank Holiday Super Off-Peak weekday
Short Journey £35 £35
Long Journey £45 £45

 

Weekday Super Off-Peak trains are:

  • Northbound: Trains that depart London or Stevenage between 09:06 and 14:59 and after 18:59 Monday to Thursday and after 18:15 on a Friday.
  • Southbound: Trains arriving into London or Stevenage after 11:17 Monday to Friday.

Buy tickets

What food and drink do you offer on your trains?

Lets Eat (now at your seat!) in Standard

We offer a locally sourced menu from along our route from our Let's Eat Cafe Bar. You can order your food and drink straight to your seat. Simply scan the QR code on the seat or window near you, when you're onboard. 

Alternatively, you can still go up and purchase food and drink from the Let's Eat Cafe Bar.

During the period of industrial action where possible we will open our cafe bar and provide a service for food and drinks.

Let's Eat Menu

 

First Class dining

In First Class, we offer three fresh and tasty menus depending on the train you're travelling on. You can view the menus here.

During the period of industrial action, from Tuesday 21 until Monday 27 June 2022, we will aim to offer the best service we can with a modified menu of sandwiches, snacks and drinks.

First Class menu

Do you offer a student discount?

Full time students can save 40% on LNER tickets through UniDAYS. Login to your UNiDAYS account on our UNiDAYS offer page and then look for the discount label on tickets.

UNiDAYS

Are there any promotions for LNER?

Throughout the year, LNER runs promotions and offers to people signed up to receive our emails. You can sign up by creating an account and ticking yes to hear from us!

You can also our loyalty scheme LNER Perks, which gives you £5 credit just for joining and 2% back on every LNER journey you book. Plus, you’ll also get access to member only discounts from LNER and partners!

For all current promotions including railcards and student discounts, visit our offers and competitions page.

Offers and competitions

I no longer wish to travel. How do I apply for a refund?

If you decide not to travel, some tickets allow you to claim a refund.

  • Advance tickets are not refundable. But they are changeable, you can do this in your account and move your ticket to a new date or time.
    • If your train is cancelled and you decide not to travel on an alternative train you are entitled to a full refund back to your original payment method. More refund information.
  • Anytime and Off-Peak tickets are refundable. You can follow the steps on our refunds page to apply for a refund for these kinds of tickets. Refunds for Anytime and Off-Peak tickets can be applied for up to 28 days after the date of travel.
  • Season ticket refunds depend on the original length of the Season ticket and how much time is left. You can find out more in the Season ticket section on our refunds page.

More information and claim a refund

My train was cancelled and I decided not to travel. Can I get a refund?

Yes, if your train was cancelled and you decided not to travel, you can apply for a refund.

  • If you bought your ticket here on lner.co.uk or the LNER App, you can apply for a refund directly from your account
  • If you bought from somebody else, please contact them
  • If you bought your ticket from a station, please apply for your refund there.
LNER train seat maps

Each of our trains has toilets with soap, running water and hand dryers so you can travel safely and wash your hands on the go. Find your nearest toilet onboard with our seat maps below.

Azuma seat map.pdf      Electric train seat map.pdf

When is best to travel and how do I avoid busy periods?

Our trains are quieter midweek Monday to Thursday, and avoid busy travel times. Use our tool to check for quieter trains. 

Check for quieter trains

At what age do children have to pay to travel?

Up to two children, aged 4 years old and under, can travel free of charge with a fare-paying adult. Please bear in mind that as they do not have a ticket or a seat reservation, so on busy trains they will be expected to sit on your lap. You can purchase a childs ticket or Family Return to reserve a seat.

If you're travelling with more than two children under 5 and one adult, you will need to purchase a childs ticket for the additional children,

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

If you're travelling as two adults and between two and four children, the Family Return ticket might also be a great saving for you and it offers a flexible return ticket, find out more here.

How do I make a booking for a wheelchair user?

You can still book a place for your wheelchair on our trains. First thing's first: make sure you're on a desktop or tablet device when you're making your booking. When you’re on the 'seating preference' section click on 'assistance request' and request a wheelchair space. 

We’ll forward your details to our Assisted Travel team who'll contact you to confirm the space has been reserved. If a wheelchair space isn't available on the train you've requested, they'll ask if you can travel at another time. In the worst case scenario, you may have to cancel your booking.

If you'd like to talk to someone about your specific needs, contact our Assisted Travel team on:

  • Let us know, at least by 22:00 the day before you travel, so we can help make sure you have a hassle-free journey. But, even if you need a hand on the day, we’ll still do everything we can for you.
  • Live Chat daily between the hours of 08:00 - 22:00 - on our Help and support pages.
  • Call 03457 225 225 daily between the hours of 08:00 - 22:00.
  • Request assistance online via the assisted travel form.
  • Or use the Text Relay Service on 18001 03457 225 225
  • All assistance requests must be booked by 22:00 the day before travel.