Refunds & ticket changes

If your ticket was for travel on a strike day

Visit our Refunds and ticket changes page to find out about our refund policy specifically for travel during the strikes.

If your ticket is for travel at other times

If you decide not to travel, some tickets allow you to claim a refund.

• Advance tickets are not refundable. But they are changeable before the time of travel. You can do this in your account and move your ticket to a new date or time.
  • If your train is cancelled and you decide not to travel on an alternative train you are entitled to a full refund back to your original payment method. More refund information.
• Anytime and Off-Peak tickets are refundable. You can follow the steps on our refunds page to apply for a refund. Refunds for Anytime and Off-Peak tickets can be applied for up to 28 days from the expiry of the ticket.
• Season ticket refunds. A refund may be claimed on monthly or annual season tickets from your point of purchase. The refund can be claimed provided that there are at least 7 days validity remaining. A refund is calculated from the date the Season Ticket is returned.

More information and claim a refund

Cancelled train

For cancelled trains, we offer full refunds if you did not travel on another train. You need to apply for your refund within 28 days of the cancelled train date.

To get a refund for a cancelled train if you bought a ticket on lner.co.uk and didn't travel, go to your bookings in your My Account and follow these steps:

1. Swipe down the page and tap Amend journey or request a refund button
2. Tell us the reason for the refund request 'My train was cancelled' and tap Continue
3. You'll need to complete a few details and then you can tap Yes to submit your request.

Already collected your tickets or had them posted to you?

If you have already collected or been sent your tickets via the post please fill in our Change of Plans form and follow the instructions.

Change of Plans

Was your train delayed 30 minutes or more?

Find out more about compensation if your train has been delayed on our Delay Repay page. For future LNER journeys, book directly on our website or app and choose One-Click Delay Repay to make claiming for a delayed journey even easier.

One of the terms and conditions of your Railcard is that you need to carry it with you at all times when travelling with a Railcard-discounted ticket. So if you don't have your Railcard with you when your ticket is inspected you will be required to pay for a new non-refundable ticket at the full non-discounted rate. 

If you could not produce your Railcard at the time of travel, on the first occasion only, you may receive a full refund on any extra fare charged. To claim a refund in respect of a forgotten Railcard please contact our Customer Services team who will require evidence of the additional fare which was charged and a copy of the Railcard which was valid at the time of travel. On any subsequent occasion where you forget your Railcard, unfortunately you will not be eligible to receive a refund.

Buy tickets

Yep, that’s no problem. Log in into your account then just click on Apply for a Refund, and follow the instructions. We’ll need the tickets to be returned before we can actually give you your money back though, so when they arrive you’ll need to head to the post office and send them to us. We can’t refund any of the postage costs you’ve had to pay, but we’ll process your refund as soon as we get them. 

Yes, you can. Go to My Account and click on Apply for a Refund. Then follow the instructions.

If you were planning to collect your tickets from the ticket vending machine at the station and you want to refund ALL the tickets in the booking, choose the 'Refund' option. Your tickets will be automatically cancelled and a refund, minus any admin fee, will be credited back to your account within a few days.

If you only want to refund some of the tickets in your booking, you'll need to collect them from the ticket vending machine first, and then request a refund using one of our Refunds forms. These are available at our Travel Centres or you can download a refund form here.

• Refunds can take up to 28 days to process.
• If you're refunding your Season Ticket it can be up to 14 days.

It can then take up to 5 days for the money to actually appear in your account. All refunds are returned to the same account that was used to buy the tickets.

Refunds are reimbursed to the original method of payment used to purchase your tickets. For customers who used e-Vouchers to purchase their tickets, refunds will be credited to your LNER account in the form of e-Vouchers.

However, if you are eligible for compensation, for example Delay Repay, you can decide how you would like to receive your compensation. You can choose from the following:

• BACS payment to your chosen bank account
• PayPal
• Rail Travel Vouchers
• CALM Charity 

Different types of ticket have different expiry dates. If you need to check when yours expires, sign in to My Account on the website then click on the ticket you want refunded.

The terms and conditions for that ticket will then pop up for you to read at your leisure.

Where your tickets posted?
We can refund you the price of your ticket, but we can’t refund any delivery charges you paid when buying it.

We never automatically rule out additional compensation and may consider claims for other losses in exceptional circumstances. For more information please contact the Customer Relations team with proof of travel and receipts.

Advance

Advance tickets are not refundable. However, you can change your ticket to travel to and from the same origin and destination. There will be a £10 admin fee, plus the difference between your original and new ticket to pay.

Anytime, Off-Peak and Super Off-Peak 

If your ticket is unused, then the full value of your ticket, minus a £5 admin fee, would be refunded.

If your ticket is part-used, you will get a partial refund covering the cost of the journey(s) made, minus the £5 admin fee.

Season Tickets 

Refunds will be calculated from the date that the ticket is surrendered. 

The refund amount is based on how much value is left on your ticket. This is done by deducting the cost of daily or weekly tickets you could have travelled on before the season ticket was surrendered and the refund was requested minus a £10 administration fee.

Flexi Season Ticket 

A refund is calculated from the difference between the price you paid for the Flexi Season and the cost of Anytime tickets for each day you have used, minus a £10 admin fee.

If you only have a few journeys left on your Flexi Season you may find that no refund is available.

If your ticket is an Advance ticket, these are non-refundable.

If you have an Anytime or Off-Peak ticket, these are refundable, but includes a £5 admin fee.

Refunds and change of journey

If you're claiming a refund for a date in the future where you've decided not to travel, you can do this by going to your LNER account, navigating to the My bookings section and finding the ticket you wish to refund.

Follow the options to claim a refund. If you're wanting to claim a refund for a train that was delayed or cancelled, please fill in our Delay Repay form.

If your journey is not cancelled or changed by us, and you no longer want to travel, you may be able to get a refund depending on the type of ticket you bought and where you bought it, you can do this from your account.

Refunds and change of journey

Received an email from LNER about a change or cancellation? 

If we have changed or cancelled your train time you can get a refund or change your ticket for free, we will contact you by email with everything you need.  

If your train time has changed and you're still able to travel all you need to do is use your new eTicket in your email. 

• Saved your original eTicket in your wallet? You don't need to do a thing this is automatically updated to your new train time.

Still got a query? Get in touch. 

Cancelled train

For cancelled trains, we offer full refunds if you did not travel on another train. You need to apply for your refund within 28 days of the cancelled train date.

To get a refund for a cancelled train if you bought a ticket on lner.co.uk and didn't travel, go to your bookings in your My Account and follow these steps:

1. Swipe down the page and tap Amend journey or request a refund button
2. Tell us the reason for the refund request 'My train was cancelled' and tap Continue
3. You'll need to complete a few details and then you can tap Yes to submit your request.

Already collected your tickets or had them posted to you?

If you have already collected or been sent your tickets via the post please fill in our Change of Plans form and follow the instructions.

Change of Plans

Was your train delayed 30 minutes or more?

Find out more about compensation if your train has been delayed on our Delay Repay page. For future LNER journeys, book directly on our website or app and choose One-Click Delay Repay to make claiming for a delayed journey even easier.

The amount of compensation you will receive is determined by the cost of your ticket and the duration of the delay you experienced.

If your train is cancelled and you decided not to travel, you will receive a full refund. Find out more about how to claim on our Refunds and Ticket Changes webpage.

* ‘Portion’ means either the outward or the return part of a return ticket. ‘Relevant’ means the portion of the journey on which you were delayed.

If you travel on a LNER service that's late by 30 minutes or more, we'll give you compensation.

Season tickets refunds are calculated on the difference between the price you paid and the cost of a ticket for the time you actually used it. This means the amount of compensation for each journey is:

• for a weekly Season Ticket, the price of the ticket divided by 10
• for a monthly Season Ticket, the price of the ticket divided by 40
• for an annual Season Ticket, the price of the ticket divided by 464 

Find more information on the Delay Repay page.

Buy tickets

If your train was delayed for 30 minutes or more you may be entitled to Delay Repay. Find out more about how to claim on our dedicated Delay Repay webpage.

For future LNER journeys, book directly on our website or app* and choose One-Click Delay Repay to make claiming for a delayed journey even easier.

*When you travel on an LNER train with an Advance ticket

Claiming with the train company that caused the delay is the fastest way to process your claim. However, you can still submit your claim with LNER to review and if we're not responsible for the delay, we will pass it to the relevant train company for you.

Delay Repay

If you have a Flexi Season ticket and have been delayed on one of our trains, you may be eligible for Delay Repay. We calculate your compensation by dividing the cost of your Flexi Season ticket by 16 as you have a total of 8 day passes to use within a 28-day period.

Please see the delay calculations below:

30-59 minutes – 50% of the cost of 1 single journey 

60-119 minutes – 100% of the cost of 1 single journey 

120 minutes and over – 100% of the cost of 2 single journeys 

You will be entitled to compensation if you travel on a LNER service that is late by 30 minutes or more.

Season ticket refunds are calculated on how many journeys the season ticket is likely to be used for, based on weekday journeys there and back. This means the amount of compensation for each journey is: 

• for a weekly Season Ticket, the price of the ticket divided by 10
• for a monthly Season Ticket, the price of the ticket divided by 40
• for an annual Season Ticket, the price of the ticket divided by 464 

For more information, please visit our Delay Repay page.

The amount of compensation you will receive is determined by the cost of your ticket and the duration of the delay you experienced.

If your train is cancelled and you decided not to travel, you will receive a full refund. Find out more about how to claim on our Refunds and Ticket Changes webpage.

* ‘Portion’ means either the outward or the return part of a return ticket. ‘Relevant’ means the portion of the journey on which you were delayed.

If you travelled on a train run by another train company which is delayed or cancelled, you may be able to claim compensation. We ask that you check with train company you travelled with about their Delay Repay terms and conditions. You will find a list of all train operators and their contact details on the National Rail Enquiries website.

If you travel on a LNER service that's late by 30 minutes or more, we'll give you compensation.

Season tickets refunds are calculated on the difference between the price you paid and the cost of a ticket for the time you actually used it. This means the amount of compensation for each journey is:

• for a weekly Season Ticket, the price of the ticket divided by 10
• for a monthly Season Ticket, the price of the ticket divided by 40
• for an annual Season Ticket, the price of the ticket divided by 464 

Find more information on the Delay Repay page.

Buy tickets

If you've bought a ticket and your journey is cancelled or delayed, you'll probably be able to claim compensation. But how you claim - and how much - depends on the circumstances and the type of ticket. Just take a look at our delay repay page to find out more.

One-click Delay Repay is the automation of our current (manual) delay repay process.

One-click Delay Repay makes sure your claim is made and paid in one-click.

• It’s fast and easy
• Simply opt-in when buying your LNER Advance ticket direct through us and we’ll take care of the rest
• We’ll confirm your claim within 30 minutes and put the money back on the card you paid within 3 to 5 days.

Sometimes we can’t help trains being late. But we can help to make claiming easy.

When you book direct with LNER, we will notify you via email if your train has been delayed by 30 minutes or more. This email will contain a link for you to claim compensation. With just one-click of the link, we will begin processing your compensation to the payment method used to make the purchase.

We aim to process the compensation within 5 days of you clicking the link. Please make sure to click this link or compensation will not be given. 

For further details, please visit our Delay Repay webpage.

Delay Repay

You have up to 28 days to click the link you have been sent to claim Delay Repay. If the delay occured over 28 days ago, unfortunately, you will not be eligible to claim Delay Repay.

You can use One-click Delay Repay if you've:

• Booked an LNER Advance* ticket direct through the LNER website or LNER Mobile App. 
• Travelling on an LNER train
• Opted-in to One-click Delay Repay when buying your ticket 

To check if you are opted into One-click Delay Repay, simply visit My Account.

*Please note, Flexible, Off-Peak, Super Off-Peak and Season Tickets are not eligible for One-Click Delay Repay. If you have bought one of the following tickets, please process your claim via the Delay Repay form.

You can use One-click Delay Repay if you've:

• Booked an LNER Advance* ticket direct through the LNER website or LNER Mobile App. 
• Travelling on an LNER train
• Opted-in to One-click Delay Repay when buying your ticket 

Delay Repay compensation is for trains that are delayed for 30 minutes or more, or for cancelled trains. Find out more about Delay Repay here.

*Please note, Flexible, Off-Peak, Super Off-Peak and Season Tickets are not eligible for One-Click Delay Repay. If you have bought one of the following tickets, please process your claim via the Delay Repay form.

1. If your train arrives late to its final destination by 30 minutes or more, or your train is cancelled, One-click Delay Repay is triggered and a message is sent to you within 30 minutes of you arriving at your destination, or the cancellation. This message will outline the amount of compensation you are due.
2. You will receive a final message to confirm when the compensation has been processed, this can take up to 5 working days to reach the card used when purchasing your ticket.
3. You can also view the compensation claims under your account area here.

To check the status of your Delay Repay compensation, simply click the chat icon in the right-hand corner of the screen and select 'Case Status'.

If something goes wrong and we can't process your delay repay compensation you will be informed of this automatically.

The message sent to you will include your customer reference number and contact details of the customer service team who you will need to contact.

It may mean that your compensation will be completed following the existing manual delay repay process, we will be able to process this on your behalf.

Because the delay repay compensation is automated if you use One-click Delay Repay, all the information you need is sent directly to you. If you have any further questions you can contact our customer service team:

• Email: customers@lner.co.uk
• Text Reply Service: 18001
• Chat bot: From our help and support pages

When you buy your ticket from lner.co.uk you will be given the option to donate 100% of your compensation to CALM through One-click Delay Repay. Find out more about our partnership with the charity CALM here.

If the seat you have reserved is not available, don't worry, our staff will find you an alternative seat. If there are no other seats available, we will compensate you for the inconvenience through our Seat Guarantee Scheme.

Seat Guarantee Scheme
. 

When you reserve a seat on an LNER train, you are covered by our Seat Guarantee Scheme. That means if you have reserved a seat that unfortunately you are unable to sit in due to overbooking and our Train Manager cannot find you an alternative seat, you can claim compensation for part or all of your ticket. For more information, please visit our dedicated webpage.

Seat Guarantee