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Our Seat Guarantee scheme

This should help cushion the blow.

What is the Seat Guarantee scheme?

Our seats are famously comfy, so we get it - you'll be disappointed if the seat you booked isn't available. But not to worry, if you're travelling with LNER, our Seat Guarantee Scheme has you covered.

If there's no seat available on an LNER service, and our team can't find you an alternative, you can claim compensation through our Seat Guarantee Scheme.

Here's how it works:

  • If you've got a one-way ticket, we'll compensate you 100% of the ticket value

  • If you're travelling on a return ticket, we'll compensate you 50% of the ticket value

  • If you've booked First Class but only Standard seating is available, we'll refund the difference between the fare you paid and the Standard fare

How to make a claim

If your reserved seat is not available on your LNER journey, and the Train Manager cannot find another one for you, they will endorse your ticket and seat reservation coupon so you can make a claim. If, for any reason, your tickets are not endorsed, just send it to us with an explanation and we will look after the rest.

Use the link below to email us and make your claim.

Make a claim

Exceptions to the scheme

Our scheme does not cover any losses due to delays, train cancellations, missed connections, or railway closures.

Plus, we can only pay compensation under one scheme per journey. For instance, if your LNER train was delayed by 30 minutes and your reserved seat wasn't available, you would pick the scheme that offers you the best compensation - either Delay Repay or Seat Guarantee.

If you want to find out more about our commitments to you, you can read our Passenger's Charter.

Passenger's Charter

Have questions about our Seat Guarantee Scheme?

We're here to help. Check out our FAQs and get the help you're looking for.

Seat Guarantee FAQs