Our Customer Services

Booked to travel during industrial action? Don’t worry!  

We've made our refund and change of journey policy as simple as possible so that you can feel confident when booking in advance.   

If industrial action is taking place when you planned to travel and you booked direct with LNER, you have three options available to you. 

Change your ticket to another date or time 

You can change your ticket to another date or time up to 14 days after the date on your ticket via your LNER account. This won’t cost you anything extra as we’ll waive the £10 admin fee, and no additional fare will be payable if the original journey in your account is showing as amended or cancelled.

If you try and change your journey before the timetable change is reflected in your booking, you will still be charged for any excess fare.

My Account

Use your existing ticket to travel

We usually run trains on days affected by industrial action so you may be able to travel as planned. If your journey has been impacted, you can use your existing ticket to travel on another service on the same day or within the specified window (typically 1 day before and up to 2 working days after the date on the ticket). 

Please see our Industrial Action page for more details. 

Industrial Action

Where using your original ticket, we recommend that you make a new seat reservation before you travel.

 Reserve a seat

This can only be done once the new strike day timetable is in our journey planner (approximately 5 days prior to the strike day).

Please note, rebooked tickets must be for the same end to end journey and in the same class of travel. If changing your ticket, a seat reservation should be included in the process. 

Get a refund 

You can claim a fee-free refund on the entirety of your journey if either leg was affected by Industrial Action. You can claim your refund via your LNER account once the strike date has been announced.

My Account

Changed your mind? Made a mistake?
No problem. We can refund you. 

If you have made a booking with LNER and have changed your mind or made a mistake within two hours of booking, you are entitled to a refund, free of charge.

If it has been more than two hours since booking, please follow the below guidance depending on your ticket type.

For tickets bought from another retailer, please contact them for advice on ticket changes and refunds.

Offpeak or Anytime

For all other ticket types such as Offpeak or Anytime, you can claim a refund via My Account.

My Account

Advance

If you have accidentally booked an advance ticket we ask that you follow the below guidance for your ticket type. Please note that with advance tickets you can only change the date and time, not the departure or destination station.

1. If you have purchased an e-ticket and a majority of your journey is with LNER, we advise changing your ticket through My Account.

My Account

2. If you have collected your tickets, had your tickets posted to you or a majority of your journey is with another train operating company, we advise rebooking your ticket with the same originating station and destination station. Then complete the Change of plans form to claim a refund on your original ticket. This must be completed before the date and time of the original journey.

Change of plans 

Seat Guarantee

If your reserved seat was not available and you were unable to find another on board, you may be eligible for compensation under our Seat Guarantee scheme.

Make a claim

If you travelled with LNER and your train was delayed by 30 minutes or more, you may be eligible for Delay Repay.

Delay Repay

If your LNER train was cancelled, we ask that you return to the point of purchase.

If you did not travel with LNER and your train was delayed or cancelled, please get in touch with the train company or third party retailer you purchased your ticket from. 

Contact Details

If you have booked elsewhere (for example, with a third party retailer, another train company or another travel centre), we ask that you get in touch with them.

Contact Details

1. Sign into My Account

2. Go to My Bookings

3. Select View against the ticket you would like to refund.

4. Scroll down to More Options and select 'Amend journey or request a refund'.

5. Tell us the reason for the refund request.

6. Click Submit Request.

We ask that you visit your nearest LNER Travel Centre to apply for a refund. However, if you are unable to visit a LNER Travel Centre, we can offer a refund with proof that your tickets have been void.

1. Email your request to the Customer Services Team. Subject line in your email must only be: Travel Centre Refund.

Customer Services Team

2. Email a picture of your paper ticket.

3. Email a picture of your ticket cut up and with words Voided written on it (picture sizes can be up to 3.5mb).

If you are eligible for a cash refund, our Customer Services team will arrange a BACS transfer and will inform you how to do this. Refunds can take up to 28 days to process.

You will need to contact the LNER Telesales Team to claim a refund.

Customer Services Team

Unfortunately, you are not able to claim a refund. However, you may be able to claim a delay repay with the train company you travelled with. 

If you travelled with LNER, you can check to see if you're eligible for compensation.

 Delay Repay

If you travelled with another train company, you will need to contact them directly.

Contact Details

Please note, you are eligible for delay repay if your LNER train was delayed by 30 minutes or more.

Delay Repay

If you travelled with another train company, you need to claim from them directly.

Unfortunately, if you have used your ticket to travel, you are not eligible for a refund. 

1. Sign into My Account

2. Go to My Bookings

3. Select View against the ticket you would like to refund.

4. Scroll down to More Options and select 'Amend journey or request a refund'.

5. Tell us the reason for the refund request.

6. Click Submit Request.

You will need to contact the LNER Telesales Team to claim a refund.

Customer Services Team

We ask that you visit your nearest LNER Travel Centre to apply for a refund. However, if you are unable to visit a LNER Travel Centre, we can offer a refund with proof that your tickets have been void.

1. Email your request to the Customer Services Team. Subject line in your email must only be: Travel Centre Refund.

Customer Services Team

2. Email a picture of your paper ticket.

3. Email a picture of your ticket cut up and with words Voided written on it (picture sizes can be up to 3.5mb).

If you are eligible for a cash refund, our Customer Services team will arrange a BACS transfer and will inform you how to do this. Refunds can take up to 28 days to process.

You can claim a refund.

Refunds

If your journey is not disrupted, Advance tickets are unfortunately non refundable.