Coronavirus Travel Information

Timetable changes

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. Additionally, we will be running a dry service, which means there that no alcohol is allowed to be consumed on board, including alcohol brought from home.

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.

We want those customers for whom travel is essential to be able to book with confidence. For a temporary period during the Coronavirus outbreak, 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. For Season tickets refunds, a £10 administration charge is still in effect.

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.

Due to the large volume of requests, it may take longer than usual to respond to your messages and to process refunds. Please allow a little longer than usual and we are sorry for any inconvenience caused.

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 customers@lner.co.uk
• Use the Live Chat on the Customer Services pages

Due to an unprecedented number of enquiries, this will increase the time it takes to deal with your request. The fastest way to claim a refund is to apply online.

Advance Tickets

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 customers@lner.co.uk
• Use the Live Chat on the Customer Services pages

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).

Claim a refund

Tickets bought in Travel Centres

If you have purchased and are in possession of a paper ticket (not a season ticket) from one of our Travel Centres, you can apply for a refund by emailing customers@lner.co.uk.

In your email, please include:

• A subject line of Travel Centre Refund
• A picture of your ticket(s) cut in half from top to bottom
• Please ensure the details on both halves of the ticket(s) are readable and the cost is included

Please be aware that your refund may be rejected if these steps are not followed.

Season tickets

For a limited period, we are offering refunds on Season Tickets. Any refunds due will be backdated to Tuesday 17 March, or the last day that you travelled on the ticket, whichever is the later. For further information on how to claim a refund, please see the FAQ on season tickets below.

Season ticket refunds involve paying a £10 administration fee.

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.

We have:

• 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.

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.

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.

NHS - https://www.nhs.uk/conditions/coronavirus-covid-19/

UK Government - https://www.gov.uk/guidance/coronavirus-covid-19-information-for-the-public

Keeping checking this page for regular updates.