Disruption: Travel guidance, refunds and alternative travel

No planned train cancellations

From 14 February we're back to our full timetable (except for any pre-planned weekend engineering works).

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:

What happens if you booked assistance

As soon as we know there's going to be a change in trains or cancellation we let our station staff know. If you've booked assistance but something changes this is what to expect:

If the train changes the station team will ensure you have the seat you need to have a comfortable and safe journey
If your train is cancelled we will make sure you get onto the next available train, or if you'd prefer not to travel you can get a full refund for your journey
If you haven't booked Passenger Assist in advance but need assistance we will help you with our 'turn up and go' policy. The station team will make sure there's the space you need to have a safe and comfortable journey, this might mean you can't travel on the train you originally wanted, but we'll make sure your wait is also as comfortable as possible.

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.

Login in to your Account here to go straight to your bookings.
Select the tickets for the cancelled train and tap the 'view or edit' button
Scroll to the bottom of the page to More options and tap the 'Amend journey or request a refund' button
Tell us the reason for the refund request, for example 'My train was cancelled' and tap Continue
You'll need to complete a few details and then you can tap Yes to submit your request.
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?

Yes, if your train was cancelled and you decided not to travel, you can apply for a refund.

If you bought your ticket here on lner.co.uk or the LNER App, you can apply for a refund directly from your account
If you bought from somebody else, please contact them
If you bought your ticket from a station, please apply for your refund there.

My train was delayed, can I get a refund?

If your train was delayed and you still completed your journey, you may be eligible for Delay Repay. This entitles you to compensation for a part or full ticket price, depending on the length of the delay.

If you bought through the lner.co.uk website or LNER App and chose one-click Delay Repay, you'll be contacted by us to click and confirm your compensation.

If you bought your ticket from another website, visit our Delay Repay page.

What to do if there's disruption or cancellations