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

If your ticket was for travel on a strike day

Visit our Refunds and ticket changes page to find out about our refund policy specifically for travel during the strikes.

If your ticket is for travel at other times

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

  • Advance tickets are not refundable. But they are changeable before the time of travel. 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. Refunds for Anytime and Off-Peak tickets can be applied for up to 28 days from the expiry of the ticket.
  • Season ticket refunds. A refund may be claimed on monthly or annual season tickets from your point of purchase. The refund can be claimed provided that there are at least 7 days validity remaining. A refund is calculated from the date the Season Ticket is returned.

More information and claim a refund

How do I apply for compensation for my cancelled or delayed journey?

Cancelled train

For cancelled trains, we offer full refunds if you did not travel on another train. You need to apply for your refund within 28 days of the cancelled train date.

To get a refund for a cancelled train if you bought a ticket on and didn't travel, go to your bookings in your My Account and follow these steps:

  1. Swipe down the page and tap Amend journey or request a refund button
  2. Tell us the reason for the refund request 'My train was cancelled' and tap Continue
  3. 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 please fill in our Change of Plans form and follow the instructions.

Change of Plans

Was your train delayed 30 minutes or more?

Find out more about compensation if your train has been delayed on our Delay Repay page. For future LNER journeys, book directly on our website or app and choose One-Click Delay Repay to make claiming for a delayed journey even easier.

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.

Buy tickets

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.

How long will it take for my refund to be processed?
  • Refunds can take up to 28 days to process.
  • If you're refunding your Season Ticket it can be up to 14 days.

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?

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.

Where your tickets posted?
We can refund you the price of your ticket, but we can’t refund any delivery charges you paid when buying it.

Am I entitled to additional compensation?

We never automatically rule out additional compensation and may consider claims for other losses in exceptional circumstances. For more information please contact the Customer Relations team with proof of travel and receipts.

How are refunds calculated?


Advance tickets are not refundable. However, you can change your ticket to travel to and from the same origin and destination. There will be a £10 admin fee, plus the difference between your original and new ticket to pay.

Anytime, Off-Peak and Super Off-Peak 

If your ticket is unused, then the full value of your ticket, minus a £10 admin fee, would be refunded.

If your ticket is part-used, you will get a partial refund covering the cost of the journey(s) made, minus the £10 admin fee.

Season Tickets 

Refunds will be calculated from the date that the ticket is surrendered. 

The refund amount is based on how much value is left on your ticket. This is done by deducting the cost of daily or weekly tickets you could have travelled on before the season ticket was surrendered and the refund was requested minus a £10 administration fee.

Flexi Season Ticket 

A refund is calculated from the difference between the price you paid for the Flexi Season and the cost of Anytime tickets for each day you have used, minus a £10 admin fee.

If you only have a few journeys left on your Flexi Season you may find that no refund is available.

Can I refund my Smart Save Ticket if I can no longer travel?

If your ticket is an Advance ticket, these are non-refundable.

If you have an Anytime or Off-Peak ticket, these are refundable, but includes a £10 admin fee.

Refunds and change of journey

How do I claim a refund for an eTicket?

If you're claiming a refund for a date in the future where you've decided not to travel, you can do this by going to your LNER account, navigating to the My bookings section and finding the ticket you wish to refund.

Follow the options to claim a refund. If you're wanting to claim a refund for a train that was delayed or cancelled, please fill in our Delay Repay form.