Disruption travel guidance

Everything you need to know if your train has changed or been cancelled. 

About the disruption

Train changes and short-notice train cancellations

Due to ongoing precautionary checks on our Azuma trains, we are running some trains with fewer coaches and seats than planned. We may also cancel some trains at short-notice. We're doing everything we can to ensure this doesn’t happen too often.

What this means for you:

  • Your seat reservation will not apply if your train has been swapped. This is because it's likely to be a different coach layout or train length. Find out what to do below.
  • If your train is cancelled you can either travel on an alternative LNER train or claim a refund if you don't want to travel. Find out how below.

Need help now? If the below information still doesn't help, you can message our Twitter team 24/7 for live updates @LNER.

We're sorry for the disruption to your journey.

Read more about the disruption

On Saturday 8 May 2021 Hitachi Class 800 trains, our Azuma trains, were withdrawn from service for safety checks. Many had no faults and are already back on the tracks, however, some require repairs. Additional checks continue to be carried out.

As a result, fewer trains are currently available and we are running a reduced timetable with short notice changes. Our online journey planner tool is only correct if you are travelling today – this will be updated overnight to show tomorrow’s train times.

Travel guidance if your journey is disrupted

If the train you planned to travel on is still running, please travel on this train and sit in your reserved seat. If not here's what to do:

Our refund policy

If your train was cancelled and you decided not to travel

You can get a full refund for your ticket if you decide not to travel:

  • If you bought your ticket from lner.co.uk or on the LNER App tap below
  • If you bought your ticket from somebody else, please contact them direct
  • If you bought your ticket from a station, please go to the station for your refund.

How to get a refund for the ticket you bought directly from LNER

If your train is cancelled you can apply for a refund for tickets bought on lner.co.uk or on the LNER app in your Account.

  1. Login in to your Account here to go straight to your bookings.
  2. Select the tickets for the cancelled train and tap the 'view or edit' button
  3. Scroll to the bottom of the page to More options and tap the 'Amend journey or request a refund' button
  4. Tell us the reason for the refund request, for example 'My train was cancelled' and tap Continue
  5. You'll need to complete a few details and then you can tap Yes to submit your request.
  6. To view your claim go back into Your bookings and the ticket you've cancelled to see the status.

FAQs

How do I know if my train is running?

My train was cancelled. How do I get to my destination?

Can I take my bicycle on a rail replacement bus?

If my journey is completed with another train company, can I take my bike?

My train was cancelled and I decided not to travel. Can I get a refund?

My train was delayed, can I get a refund?

Are the trains that are running, safe?