Get in touch

Use our helpful form below to see if you are eligible for a refund or get in touch with our Customer Services Team.

How can we help?

Refunds and Compensation

Check if you are eligible for a refund or compensation using our form.

Assisted Travel

Need assistance with your journey? No problem, we're always happy to help. 

Group Booking

Visit our dedicated page to find out about discounts on group bookings. 

Refunds and Compensation

Use the form below to find out if you can claim a refund or compensation.

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. 

Please select one of the three options.

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

If you did not book direct with LNER, you can still use your original ticket within the extended ticket validity window. You will need to contact the original retailer to rebook your journey or request a refund, and there may be a fee to pay. 

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. 

If you did not book direct with LNER, you can still use your original ticket within the extended ticket validity window. You will need to contact the original retailer to rebook your journey or request a refund, and there may be a fee to pay.

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

If you did not book direct with LNER, you can still use your original ticket within the extended ticket validity window. You will need to contact the original retailer to rebook your journey or request a refund, and there may be a fee to pay. 

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

Did you purchase your ticket with LNER?
Was your train cancelled?
Did you travel with LNER?

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

Was your train delayed?
Did you use your ticket to travel on another service?
Where did you purchase your ticket from?

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.

Have you used your ticket to travel?

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

What type of ticket do you have?
Where did you purchase your ticket from?

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

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

If you 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.

 

Offpeak or Anytime

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

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.

Were you unable to make your journey due to disruption or other unforeseen circumstances?

You can claim a refund.

Refunds

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

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

If you 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.

 

Advance

If you have accidentally booked an advance ticket we ask that you follow the below guidance for your ticket type:

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.

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.

Need more help?

Lines are open daily from 8am to 10pm or 9am to 5pm for agent chat support. 
Our chatbot is available 24/7. 

Call

Give us a call

Telephone
03457 225 333

To book Passenger Assist, please press option 4.

Text Relay Service
18001 03457 225 333

Average wait time:
Less than 1 minute for an agent

Chat

Start a chat

Use our chatbot to get answers to frequently asked questions. 

If the chatbot cannot assist with your query, you will be prompted to speak with one of our helpful advisors. 

Email

Drop us an email

Email
customers@lner.co.uk

We aim to respond to your email within 10 working days

Write

Write to us

Post
LNER
Freepost RTUH-TUGH-GCLZ
Cramlington
NE23 1WG

How did we do?

If you wish to provide feedback regarding your experience with LNER, please choose from the following options below and complete the form.

Would you like to leave praise or make a complaint?
We are sorry to hear there was a problem. Please let us know what the issue was. 

The journey or ticket

Share your thoughts and experiences about your journey with LNER.

Make a complaint

A member of staff

We appreciate your feedback about our team. You can share your thoughts here. 

Make a complaint

Buying tickets

Have your thoughts on your ticket purchase with LNER? Share them here. 

Make a complaint

Ticket price

Want to offer your insights and suggestions about LNER's ticket prices? Share your thoughts here. 

Make a complaint

Give praise

We love it when our team does a great job. Did one of our colleagues go above and beyond to help you out on your journey? Let us know so we can give them a big well done. 

Praise

Further Information

Please see further contact details below. 

Rail Ombudsman

Your feedback is invaluable in helping us to improve our services in the future at LNER.  However, if you are not happy with the response you have received from us, you can appeal to the Rail Ombudsman.

Find out more about Rail Ombudsman here.

Public Liability

All public liability claims are handled by Gallagher Bassett, who are our appointed agent. Claims arising from accidents on or after 24 June 2018 should be submitted via the Gallagher Bassett Claims portal ID – D00019

Transport Focus

Transport Focus is the independent transport users watchdog (they used to be called Passenger Focus). They can help out with any complaints or concerns.

Telephone 0300 123 2350

Visit www.transportfocus.org.uk

London TravelWatch

For transport users in and around London, there's also London TravelWatch, another independent transport watchdog.

Visit www.londontravelwatch.org.uk 

WiFi Support

Having trouble with the Wi-Fi? Get in touch for some help.

Telephone 0116 366 3336

 

Opening hours

Monday to Friday 06:00 - 21:00 

Saturday to Sunday 08:00 - 18:00