Our customer services

All your questions taken care of.

Our Customer Services team are on hand to help, but we're experiencing high call and chat volumes. You can find answers to lots of questions below in our FAQs.


There are some things we get asked a lot. Here's some answers we prepared earlier.

Get in touch

Our friendly staff are on hand to help. Find out how how to get in touch, whatever you need.

Refunds and ticket changes

Find out how to change or refund your ticket. How to apply for a Season Ticket refund or how to claim delay repay compensation here

Claim back some of your ticket cost if you have been delayed

Delay Repay

If we’ve slowed you down, we’ll do our best to help you claim back some of the ticket cost pronto.

Our price promise

We're so confident you won't find a cheaper LNER ticket anywhere else that if you do, we'll match them and refund the difference. Promise!

That’s my seat!

If you booked a seat only to find someone in it, you can claim back the cost with our Seat Guarantee scheme.

Track down your lost property

Lost property

Arrived with fewer possessions than you set off with? No worries. We’ll do our best to track your stuff down with our Lost Property finder.

Read why you need to have a ticket to travel on an LNER train

No ticket? No travel

It might sound funny, but you need to buy a ticket to travel on our trains. And you need to have it with you when you board. Read our Revenue Protection Policy to find out why.

Parking fines

Parking penalties

Leaving your car at our stations isn’t a problem – as long as you park in the right places and pay to stay. Here’s how we keep things fair and square.