The Passenger’s Charter

The LNER Passenger's Charter explains our promises to you. It’s what you can expect from us. If we were getting married, these would be our vows.

You should always know the level of service you can expect from us. So steering clear of jargon and small print, we’ve produced a short, easy-to-understand booklet that spells out our commitments to you.

Amongst other things, our charter covers tickets, facilities, services and communication.

You can download our full Passenger's Charter, or if you prefer, select any of the key sections below for a quick whistle-stop tour of the highlights.

Buying your ticket

We want to make it easy for you to buy a ticket for your journey. Of course, you need to buy a valid ticket before you travel with us and keep it with you at all times.

The lowest priced ‘Advance’ tickets are usually available to buy 12 weeks before travel. Try to book as early as possible to avoid disappointment - by booking further in advance you’ll get the widest choice of fares at the best prices.

There are lots of ways to buy your ticket to travel with us, or across the National Rail network, and we’re committed to making sure it’s clear and fuss-free.

We’ll make sure that when you buy a ticket from us you’re given clear and consistent information about the ticket and any restrictions around its use. 

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If you need extra help

We are committed to providing easy and convenient access to our service for all our customers. We work to make sure that nothing we do makes a person’s disability a barrier to using our services.

Service disruption

Planned engineering work

Sometimes planned engineering work to improve rail services means we cannot operate our regular timetable. In these circumstances we may have to change train times, or run a rail replacement service.

We’ll do everything we can to minimise disruption and will give you as much notice as possible, but please bear in mind that weekends and bank holidays are when most work tends to be done.

Short notice engineering work

Sometimes Network Rail is required to carry out engineering work at short notice and we will be unable to give you much warning. When this happens we’ll let you know as far in advance as we can. Information will be available from our stations and staff, our Customer Relations team, National Rail Enquiries, as well as being displayed on our website.

Looking after you when services are delayed

Despite our best efforts, sometimes there may be delays to your journey. When this happens we will always do everything we can to minimise the disruption to you. As soon as we know what is happening we’ll let you know, and ensure we update you with the latest information at regular intervals. Our staff will provide information and assistance to help you find the best options to complete your journey with the minimum of delay and inconvenience.

You’ll be able to find information about how to make your journey on board our trains, at stations, on our website and app, on the

National Rail Enquiries site, and via travel bulletins on local radio and television.

You can access live train updates from:

• lner.co.uk

• nationalrail.co.uk

• National Rail Enquiries 08457 48 49 50

• Texting TrainTrackerTM on 8 49 50

• our text and email Travel Alert service

• our mobile app.

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Refunds and compensation

Unfortunately, things will sometimes go wrong. We provide compensation in three circumstances. If you:

  • are delayed by 30 minutes or more – this is called ‘Delay Repay’
  • book Passenger Assist and we don’t deliver on our promise
  • reserve a seat, but it’s not available and we can’t find you an alternative – this is our ‘Seat Guarantee’.

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Measurements of performance and publication of results

We will measure our customer satisfaction and report the results to you, using our website and posters at our stations. We will use National Rail Passenger Survey, an independent external measurement, conducted twice a year by Passenger Focus, to complement our extensive internal audit programme.

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Passenger safety and the environment

Passenger safety

Your safety is our prime concern when you travel with us, reason why we are committed to delivering a safe service to all our customers. 

If you wish to view a copy of our company safety policy statement just send an email to: 

lnersafety@lner.co.uk


Environment

We continuously work towards reducing our impact on the environment and to achieve national carbon aims.

You can request a copy of our energy and environmental policy statement or the scope of our Environment Management System by emailing:

Sustainability@lner.co.uk