Delay Repay for your Journey

If you're delayed on one of our trains for 30 minutes or more you may be entitled to compensation

Claim Delay Repay

Claim Delay Repay

If your LNER train has been delayed by 30 minutes or more, it is easy to claim compensation online. We accept claims up to 28 days from the day. However, we advise making your claim within 48 hours of the delay to help us process your claim quickly.

One-click away

Your compensation is one-click away. For future journeys, book direct through the LNER website or LNER Mobile App and get Delay Repay paid straight back to your original payment card.

Donate to CALM

You can choose to donate your delay repay claim to our partnership charity, Campaign Against Living Miserably (CALM).

Seat Guarantee

If your reserved seat is not available, and the Train Manager cannot find you another seat, you can claim compensation.

How does Delay Repay work?

If you arrive at your destination late because an LNER train was cancelled or delayed, you can submit a claim. The kind of claim depends on how late you were:

*'Portion' means either the outward or return part of a return ticket. 'Relevant' means the portion of the journey on which you were delayed 

**If you bought two seperate Advance Single tickets to make a round trip, these do not constitute a Return ticket. The maximum claim will be 100% of the ticket used for a delayed journey.


  • No forms to complete

  • We will confirm your claim within 30 minutes and return the money to the card used to pay within 3 to 5 days.

  • Be kept up to date on your claim in My Account.

  • You can choose to donate your compensation to CALM and join us in supporting our charity partner.

Buy now

Useful Resources

Find out more below about how to calculate your Delay Repay with a season ticket, our Delay Repay terms and conditions and our Delay Repay Peformance for the 2022/23 financial year.

Season Ticket Delay Repay Calculator

Season Ticket Refund Calculator

The amount you can claim is based on how many journeys the season ticket is likely to be used for, based on weekday journeys there and back. This means the amount of compensation for each journey is:

  • for a weekly Season Ticket, the price of the ticket divided by 10
  • for a monthly Season Ticket, the price of the ticket divided by 40
  • for an annual Season Ticket, the price of the ticket divided by 464

If we have to introduce an emergency timetable, Delay Repay compensation will be re-calculated against this.

If peak times are especially bad…

If you suffer a period of sustained poor peak* punctuality and you’re a Season Ticket holder, we may be able to pay out over and above these arrangements. Any additional compensation will be agreed in consultation with Passenger Focus and London TravelWatch. 

When exactly are ‘peak’ times?

By ‘peak’ we mean trains scheduled to arrive at London King’s Cross between 07:00 and 09:59, and trains scheduled to depart from London King’s Cross between 16:00 and 18:59, on Mondays to Fridays, excluding Bank Holidays. 


Terms and Conditions

  • If your claim is successful, you can choose to have the amount paid by a bank transfer (BACS), Paypal, in National Rail Travel Vouchers, an e-voucher or donated to CALM, our charity partner.
  • We can only pay compensation under one scheme per journey. For example, if you were delayed by over 30 minutes and the seat you reserved wasn’t available, you would have to pick either Delay Repay or Seat Guarantee. You can choose the scheme that offers you the most compensation.
  • We don’t normally accept refund claims under Delay Repay if you were advised of the delay before you bought your ticket.
  • Seat Guarantee will only be awarded if our Customer Services team have gathered evidence that your train was full and standing and therefore, you had to stand for the majority of your journey. We advise asking a train manager to endorse your ticket as proof that you had to stand as this is the best way to ensure your claim is successful.
  • We treat each claim on its merits and never automatically rule out compensation.
  • Completing this form does not guarantee you compensation, or create any new legal relationship with you. It also doesn’t affect your legal rights.
  • This form will only be used to look into claims for ‘Delay Repay’ or ‘Seat Guarantee’ schemes. If you want to say something about any other aspect of our service, you can send an email to our friendly LNER Customer Services team at
  • If you want to find out more about our commitments to our customers, you can read our Passenger Charter.


Delay Repay Performance

Delay Repay Performance 2022/23
Volume of delay compensation claims received 766,229
Volume of compensation claims approved


Value of total delay compensation paid £24,456,495.69
Average time for claims to be processed 3.84 days

Delay Repay FAQs

My LNER train was delayed, how do I claim compensation?

If your train was delayed for 30 minutes or more you may be entitled to Delay Repay. Find out more about how to claim on our dedicated Delay Repay webpage.

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.

*When you travel on an LNER train with an Advance ticket

My delayed journey involved multiple train operating companies. Who do I claim from?

Claiming with the train company that caused the delay is the fastest way to process your claim. However, you can still submit your claim with LNER to review and if we're not responsible for the delay, we will pass it to the relevant train company for you.

Delay Repay

I bought two tickets for the same journey for myself and another person and I am entitled to Delay Repay. Do I need to fill the form in twice?

If you are claiming compensation on behalf of someone else as well as yourself, we ask that you complete the form and submit each of the tickets individually including the cost of each ticket. To claim for yourself and another person, please use our Delay Repay form.

Claim Delay Repay

How is compensation calculated for Flexi-Season Tickets?

If you have a Flexi Season ticket and have been delayed on one of our trains, you may be eligible for Delay Repay. We calculate your compensation by dividing the cost of your Flexi Season ticket by 16 as you have a total of 8 day passes to use within a 28-day period.

Please see the delay calculations below:

30-59 minutes – 50% of the cost of 1 single journey 

60-119 minutes – 100% of the cost of 1 single journey 

120 minutes and over – 100% of the cost of 2 single journeys 

What is One-click Delay Repay?

One-click Delay Repay is the automation of our current (manual) delay repay process.

One-click Delay Repay makes sure your claim is made and paid in one-click.

  • It’s fast and easy
  • Simply opt-in when buying your LNER Advance ticket direct through us and we’ll take care of the rest
  • We’ll confirm your claim within 30 minutes and put the money back on the card you paid within 3 to 5 days.

Sometimes we can’t help trains being late. But we can help to make claiming easy.

How does One-click Delay Repay work?

When you book direct with LNER, we will notify you via email if your train has been delayed by 30 minutes or more. This email will contain a link for you to claim compensation. With just one-click of the link, we will begin processing your compensation to the payment method used to make the purchase.

We aim to process the compensation within 5 days of you clicking the link. Please make sure to click this link or compensation will not be given. 

For further details, please visit our Delay Repay webpage.

Delay Repay

How do I sign up for One-click Delay Repay?

You can use One-click Delay Repay if you've:

  • Booked an LNER Advance* ticket direct through the LNER website or LNER Mobile App. 
  • Travelling on an LNER train
  • Opted-in to One-click Delay Repay when buying your ticket 


To check if you are opted into One-click Delay Repay, simply visit My Account.


*Please note, Flexible, Off-Peak, Super Off-Peak and Season Tickets are not eligible for One-Click Delay Repay. If you have bought one of the following tickets, please process your claim via the Delay Repay form.

Who is eligible for One-click Delay Repay?

You can use One-click Delay Repay if you've:

  • Booked an LNER Advance* ticket direct through the LNER website or LNER Mobile App. 
  • Travelling on an LNER train
  • Opted-in to One-click Delay Repay when buying your ticket 


Delay Repay compensation is for trains that are delayed for 30 minutes or more, or for cancelled trains. Find out more about Delay Repay here.

*Please note, Flexible, Off-Peak, Super Off-Peak and Season Tickets are not eligible for One-Click Delay Repay. If you have bought one of the following tickets, please process your claim via the Delay Repay form.

How long do I have to click the link I have been sent?

You have up to 28 days to click the link you have been sent to claim Delay Repay. If the delay occured over 28 days ago, unfortunately, you will not be eligible to claim Delay Repay.

How can I donate my compensation to LNER charity partner CALM using One-click Delay Repay?

When you buy your ticket from you will be given the option to donate 100% of your compensation to CALM through One-click Delay Repay. Find out more about our partnership with the charity CALM here.

When I signed up for One-click Delay Repay, I opted to have my compensation donated to CALM, but now I've changed my mind. Can I have the compensation paid to me instead?

Unfortunately, if the One-click Delay Repay link that was sent to you via email has already been clicked you will not be able to amend your payment method. If the link has not been clicked, please contact Customer Services.

What do I do if I need help with my One-click Delay Repay compensation?

Because the delay repay compensation is automated if you use One-click Delay Repay, all the information you need is sent directly to you. If you have any further questions you can contact our customer service team:

What do I do if my One-click Delay Repay compensation payment fails?

If something goes wrong and we can't process your delay repay compensation you will be informed of this automatically.

The message sent to you will include your customer reference number and contact details of the customer service team who you will need to contact.

It may mean that your compensation will be completed following the existing manual delay repay process, we will be able to process this on your behalf.

How do I view the status of my One-click Delay Repay compensation?

To check the status of your Delay Repay compensation, simply click the chat icon in the right-hand corner of the screen and select 'Case Status'.

How do I find out if I am due compensation with One-click Delay Repay?
  1. If your train arrives late to its final destination by 30 minutes or more, or your train is cancelled, One-click Delay Repay is triggered and a message is sent to you within 30 minutes of you arriving at your destination, or the cancellation. This message will outline the amount of compensation you are due.
  2. You will receive a final message to confirm when the compensation has been processed, this can take up to 5 working days to reach the card used when purchasing your ticket.
  3. You can also view the compensation claims under your account area here.

Seat Guarantee FAQs

The seat I reserved isn't available. What should I do?

If the seat you have reserved is not available, don't worry, our staff will find you an alternative seat. If there are no other seats available, we will compensate you for the inconvenience through our Seat Guarantee Scheme.

Seat Guarantee Scheme

If I booked a seat reservation but couldn't sit in it due to overbooking, am I entitled to a refund?

When you reserve a seat you're covered by our Seat Guarantee. That means if you have a reserved seat and you can't sit in it due to overbooking and our Train Manager can't find you an alternative seat, you can claim a refund for part or all of your ticket.

Seat Guarantee

I had a flexible ticket. Can I still claim Seat Guarantee compensation?

Yes, as long as you had a seat reservation booked for the train you travelled on. You will need to provide a copy of your seat reservation with your claim.