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
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.
Benefits:
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No forms to complete
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We will confirm your claim within 30 minutes and return the money to the card used to pay within 3 to 5 days.
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Be kept up to date on your claim in My Account.
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You can choose to donate your compensation to CALM and join us in supporting our charity partner.
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.
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 customers@lner.co.uk
- 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 |
391,967 |
| Value of total delay compensation paid | £24,456,495.69 |
| Average time for claims to be processed | 3.84 days |
Delay Repay FAQs
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.
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.