Delay Repay

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Delay Repay

My LNER train was delayed, how do I claim compensation?

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

My delayed journey involved multiple train operating companies. Who do I claim from?

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

How is compensation calculated for Flexi-Season Tickets?

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 

I'm a season ticket holder, when can I claim compensation for delays to LNER trains?

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.

How much compensation am I entitled to?

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

Delayed train 30-59 minutes 60 minutes or more
Single ticket 50% of your ticket price 100% of your ticket price
Return ticket 50% of the cost of the relevant portion* of a return ticket 100% of the cost of the relevant portion* of a return ticket


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.

What happens if I buy a ticket from LNER for travel with another train operator, and my train is then 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

What is One-click Delay Repay?

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.

How does One-click Delay Repay work?

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

How long do I have to click the link I have been sent?

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.

How do I sign up for One-click 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 

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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.

Who is eligible for One-click 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 

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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.

How do I find out if I am due compensation with One-click Delay Repay?
  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.
How do I view the status of my One-click Delay Repay compensation?

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'.

What do I do if my One-click Delay Repay compensation payment fails?

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.

What do I do if I need help with my One-click Delay Repay compensation?

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:

How can I donate my compensation to LNER charity partner CALM using One-click Delay Repay?

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.

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