Making sure the site works for everyone
Here at LNER, we’re committed to providing a website that’s accessible to the widest possible audience, regardless of technology or ability – that’s why we’re working towards meeting the WCAG AA 2.1 guidelines. We see this as a job that’s never finished, and we’re actively working to increase the accessibility and usability of all of our services.
For the Accessible ticket search and the purchasing journey on our website, we’ve partnered with the Royal National Institute of Blind People. This is to check the content against WCAG AA guidelines and also to undertake user testing with blind and partially sighted users. This helps us ensure we’re building our pages to the right standards, and that our online experience is independently tested with users.
We’re committed to introducing a governance process to ensure that any future HTML pages we create are AA compliant, and that any non-HTML documents under our control are also accessible to the same standard. Future links to any non-HTML documents will contain file type and file size in the link text to help our visitors.
For the best experience, accessible or otherwise, we recommend using the most up-to-date versions of software. There are some known issues listed below where older software can impact the usability of our website.
Known issues with lner.co.uk at the moment
Note: Using Mozilla Firefox? To enlarge the text, please use the zoom function (Ctrl and +).
- JAWS 16 and earlier may have difficulty with station selectors where we auto-suggest station names. Please be aware that for station selection, once you’ve typed three letters, we will auto-suggest matching stations for you below the station name input. You can select these to auto-complete your selected station.
- JAWS and IE11 may incorrectly read out all fields with a web form as you submit the form, we recommend you use a different browser such as Chrome, Firefox or Edge to work around this issue.
- Images without Alt attributes:
- We use Usabilla to gather website feedback from our users. This third-party tool has aria titles and iframe titles, but the image used has no alt attribute.
- Out site footer features a Symantec Norton Security SSL certification stamp. Screen readers will read this link out simply as "link". It also does not always show focus correctly, as per other areas of the site. This is third-party functionality and we’re unable to edit it, so we’re clarifying that content here.
- There’s a Safari issue with voice-over when using vo+right to select a button to show or hide content. If the content has more than a certain number of elements, it’s impossible to vo+rght to the newly shown element. This has been raised with WebKit.
- There are some cases throughout the site where zooming in or out of the text causes some elements to become unclear. This is a known issue on the site at the moment, and we intend to fix this.
- Our payments form is provided by a third party. We’re currently unable to control the focus and highlights used on this. Throughout the payments form, you’ll be presented with dotted outlines and grey backgrounds, as opposed to the more prominent yellow highlights we provide throughout the rest of our site. We intend to resolve this in future with an alternative approach.
To report any new issues, please get in touch and we’ll look into it for our next releases.
Known issues with the LNER app at the moment
Our new mobile app is currently under RNIB accreditation review.
Updated 05 October 2020.
We’ll help you have a comfortable travel experience in any we can. We have staff to assist you at all of our stations; however, priority may be given to those who have booked assistance in advance.
If you know you’re going to be travelling, please contact our Assisted Travel team ahead of time so we can make sure somebody is on hand promptly with any help you may need.
You can call our Assisted Travel team on 03457 225 225 (lines are open Monday to Sunday from 08:00 - 22:00), or use the Text Relay Service on 18001 03457 225 225.
We have recently rolled out a new Passenger Assist booking system nationally to make the booking process quicker and more reliable. The first time you make a booking over the phone since we introduced this new system, you will be asked to provide your personal details again due to GDPR. This will only happen the first time and then you can make bookings going forward as normal.