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Cancelled train?
We know it's frustrating but there are options when your train is cancelled
Use your original ticket to travel on another train
If your train is cancelled, you don't have to buy a new ticket to travel.
If you're still planning to travel and your train is cancelled, you can travel on your existing ticket under the conditions below.
During severe disruption, customers may be advised not to travel. In such cases, you are entitled to a full refund from your original point of sale if you choose not to travel or cannot complete your journey. There may also be increased travel flexibility and ticket acceptance for alternative routes with other train companies.
For further information and guidance please contact us or speak to a member of railway staff.
My ticket is for LNER, Northern or TransPennine Express
If your ticket is for an LNER, Northern or TransPennine Express train, you can travel on your existing ticket on ANY of these operators within two hours before or after your cancelled train*.
You can also travel on any required connections at the start or end of your journey. If your connections are not with LNER, Northern or TransPennine, your connections must be with the original operator on your ticket.
If no trains are available, please speak to a member of staff.
My ticket is with another train company
If your ticket is for travel specifically with another train company that isn't publicly owned (LNER, Northern or TransPennine Express), you can use your existing ticket to travel on the same operator either two trains before or two trains after your cancelled train.
We recommend checking directly with the operator you are travelling with for their alternative travel advice if your train has been cancelled.
My ticket is a Flexible ticket with no operator restrictions
If your ticket is an Anytime ticket and does not specify a train operator, you can travel on any valid train that day.
If you have an Off-Peak or similar flexible ticket, and it does not specify a specific train operator, you can use your existing ticket to travel on either one of the two trains before or after your cancelled train or any Off-Peak train that day.
My ticket is for LNER, Northern or TransPennine Express
If your ticket is for an LNER, Northern or TransPennine Express train, you can travel on your existing ticket on ANY of these operators within two hours before or after your cancelled train*.
You can also travel on any required connections at the start or end of your journey. If your connections are not with LNER, Northern or TransPennine, your connections must be with the original operator on your ticket.
If no trains are available, please speak to a member of staff.
My ticket is with another train company
If your ticket is for travel specifically with another train company that isn't publicly owned (LNER, Northern or TransPennine Express), you can use your existing ticket to travel on the same operator either two trains before or two trains after your cancelled train.
We recommend checking directly with the operator you are travelling with for their alternative travel advice if your train has been cancelled.
My ticket is a Flexible ticket with no operator restrictions
If your ticket is an Anytime ticket and does not specify a train operator, you can travel on any valid train that day.
If you have an Off-Peak or similar flexible ticket, and it does not specify a specific train operator, you can use your existing ticket to travel on either one of the two trains before or after your cancelled train or any Off-Peak train that day.
If an alternative service is not available, please speak to a member of railway staff.
*If there are no trains available within two hours either side of your original journey, you can also travel on the two services before or after your original train, providing it is operated by LNER, Northern or TransPennine Express.
Get a refund
If travelling on another service doesn’t work for you, or you couldn’t complete your journey, you are entitled to a full refund. It will depend where and how you bought your ticket as to where you should claim your refund.
See our dedicated Refunds page for more information.
Advice and FAQs
I've missed my connection
If your journey includes a connection with another train company, but you miss it due to your LNER train being cancelled or delayed, your ticket(s) will still be valid on the next available train with that operator with no penalty and no need to buy a new ticket. However, any seat reservations will not be valid so we recommend booking a new seat where possible.
Make a reservation
I arrived later than planned
If you arrive at your destination more than 30 minutes after your scheduled arrival time, you may be entitled to compensation through Delay Repay. If your train is cancelled, and you travel on an earlier service which is not disrupted, you are not entitled to compensation. We accept claims up to 28 days from the date of travel. However, we advise making your claim within 48 hours of the delay to help us process your claim quickly.
Claim Delay Repay
My train is terminating before my stop
Sometimes we need to amend the calling points of services. If your train terminates early, and you cannot reach your destination, our staff will do their best to advise you of alternative options using your existing ticket. If there isn’t another option with LNER, we will work with other operators to help you complete your journey or provide you with an alternative mode of transport.
Check my journey
I've missed my connection
If your journey includes a connection with another train company, but you miss it due to your LNER train being cancelled or delayed, your ticket(s) will still be valid on the next available train with that operator with no penalty and no need to buy a new ticket. However, any seat reservations will not be valid so we recommend booking a new seat where possible.
Make a reservationI arrived later than planned
If you arrive at your destination more than 30 minutes after your scheduled arrival time, you may be entitled to compensation through Delay Repay. If your train is cancelled, and you travel on an earlier service which is not disrupted, you are not entitled to compensation. We accept claims up to 28 days from the date of travel. However, we advise making your claim within 48 hours of the delay to help us process your claim quickly.
Claim Delay RepayMy train is terminating before my stop
Sometimes we need to amend the calling points of services. If your train terminates early, and you cannot reach your destination, our staff will do their best to advise you of alternative options using your existing ticket. If there isn’t another option with LNER, we will work with other operators to help you complete your journey or provide you with an alternative mode of transport.
Check my journey
Have questions?
Explore our Refunds, Ticket Changes, and Cancelled Trains FAQs for all the answers you need.
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