Delayed and cancelled trains

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.

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.

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 cancelled, you can travel on the next available LNER train. In certain circumstances during major disruption, you may be able to travel on other train company trains using your existing ticket or LNER may provide rail replacement buses. Please ask a member of staff at the station.

You may be eligible for Delay Repay. If you booked direct and selected one-click Delay Repay, when booking directly with LNER, this will be easy to recieve.

If you decided not to travel due to your train being cancelled, you could be eligible for a refund.

You will still have to travel on the specified train service as per your ticket. If the train is 30 minutes delayed you will be entitled to claim money back through our Delay Repay scheme here.

Yes, you can board the next available service to get to your destination.

In this case please speak to ticket office staff to determine the cause of the delay and if applicable the ticket office staff will validate the Advance ticket for the next available LNER service.

Customers can usually get the next LNER train service after their delayed service, if it has been delayed for one hour or more. You can check the website or with station staff to confirm if this happens.

Customers would need to speak to ticket office staff to determine the cause of the delay and if applicable ticket office staff will validate the Advance ticket for the next available LNER service.

What to do if an LNER train is cancelled:

If an LNER train is cancelled, you can get on another LNER train before or after your cancelled service. There's no need to check with station staff or the train manager at this time, they are aware of the current short-notice cancellations and changes, keep your original ticket with you.