Coronavirus Travel Information
At LNER, the safety and wellbeing of our customers and staff is our top priority.
That's why, due to the uncertainty of Coronavirus (COVID-19) in the UK, we are continuing to follow advice from the NHS and Public Health England to keep our staff and customers safe.
In line with official advice, please avoid non-essential travel. If travel is essential, practise social distancing during your journey.
Last updated: 31 March 2020 11:12
Train travel remains a vital public service for key workers, and we're continuing to temporarily run a reduced service for those where travel is essential.
Whilst we usually love having you onboard our trains, if your travel is not essential, and you're not classed as a key worker, then please follow government guidance and stay at home. If travel is essential, then please practice social distancing during your journey, keeping at least one seat apart from fellow passengers.
Where travel is essential, please check your journey before setting off. Our timetable may change at short notice following government advice.
Following the temporary suspension of Hull Trains services and to keep key workers moving, LNER has reinstated its return service between Hull, Selby, Brough and London, as well as running an additional morning service between Doncaster and Hull.
Changes to onboard catering and First Class lounges
Since 19 March, we have temporarily closed our First Class Lounges and removed onboard catering from all our trains. This includes the First Class offering, the Let’s Eat Café Bar, at-seat trolley service and pre-orders.
We would encourage travelling customers to either bring their own refreshments or to purchase from station food retailers before they board. We apologise for any inconvenience this may cause but, following the latest guidance, these measures are designed to protect both our customers and colleagues and reduce the spread of the COVID-19 virus.
Book with confidence
We want those customers for whom travel is essential to be able to book with confidence. For a temporary period during the Coronavirus outbreak, up to and including 30 April, we have made it as easy as possible for you to rearrange your travel plans after directly booking with us, including removing the standard £10 administration charge to change any booking.
At the moment, we are receiving an extraordinarily large volume of enquiries. As a result, getting through to us will take a considerably long time. We highly recommend where possible using our website to apply for a refund. Alternatively, you could speak to someone on our live chat by clicking on the help icon in the bottom of the screen on our Help and Support pages or contact our social team via Twitter where you might receive a quick response.
Anytime and Off-Peak Tickets
If you buy or have already bought an Anytime or Off-Peak ticket and want a refund, the fastest way you can claim a refund is online (choose "other" as your reason and enter 'Covid19' in the text box).
If you would prefer, you can Direct Message us on Facebook, Twitter and Instagram, email email@example.com or Live Chat, however, due to an unprecedented number of enquiries, this will increase the time it takes to deal with your request.
Advance tickets are usually non-refundable or changeable. However, if you bought an Advance ticket prior to 7am on 23 March and your plans have changed, you can apply for a full refund. You can claim a refund online (choose "other" as your reason and enter 'Covid19' in the text box). If you would prefer, you can Direct Message us on Facebook, Twitter and Instagram, email firstname.lastname@example.org or Live Chat.
After 7am on 23 March and up to an including 30 April, if you buy an Advance ticket and later want to reschedule your travel, LNER is happy to credit your online account with an e-voucher to the value of your current ticket which you can use for future travel. The fastest way you can claim a refund is online (choose "other" as your reason and enter 'Covid19' in the text box).
What LNER is doing to protect customers
Since the first case of Coronavirus (COVID-19) in the UK, we've taken steps to ensure the safety of all of our customers and staff and to reduce the spread of Coronavirus.
- Discouraged non-essential travel
- Closed all travel centres - except one window in London Kings Cross on platform 8 (card payment only)
- Closed all of our waiting rooms
- Increased the cleaning of our trains and stations, including tables and trays onboard and self-service ticket machines in stations
- Asked staff to make additional checks to replace soap in the toilets of all of our trains and stations
- Added NHS posters around stations and onboard our trains reminding staff and customers to wash their hands and with soap and water
- Temporarily suspended the catering provision on our trains, including First Class service, Let's Eat Cafe Bar and at-seat trolley service
- Temporarily closed all First Class lounges
- Train managers are requesting customers to hold their ticket up for inspection rather than taking tickets from customers
To ensure all passengers' safety, if you have symptoms, are self-isolating or have been advised to self-isolate by the NHS please do not board any LNER services and make your own alternative travel arrangements.
What you can do to protect yourself
The most important thing you can do to protect yourself and others from Coronavirus is to follow the advice from the NHS. That is to:
- Avoid non-essential travel
- Always wash your hands when you get home or into work
- Use hand sanitiser gel if soap and water are not available
- Cover your mouth and nose with a tissue or your sleeve (not your hands) when you cough or sneeze
- Put used tissues in the bin straight away and wash your hands afterwards
- Try to avoid close contact with people who are unwell
- Avoid touching your eyes, nose or mouth if your hands are not clean
If you have a fever or a new continuous cough, or live with someone who does, please stay home for 14 days and go to the NHS website and follow the specialist medical advice.
Real time journey updates
If you are travelling with us over the next few weeks, we recommend that you register for our LNER Assistant service when you book direct that provides alerts to keep you updated with any changes to your journey.
Where you can find out more
Keeping checking this page for regular updates.