Refunds & ticket changes

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Refunds

I no longer wish to travel. How do I apply for a refund?

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, 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 for these kinds of tickets. Refunds for Anytime and Off-Peak tickets can be applied for up to 28 days after the date of travel.
  • Season ticket refunds depend on the original length of the Season ticket and how much time is left. You can find out more in the Season ticket section on our refunds page.

More information and claim a refund

How do I apply for compensation for my cancelled or delayed journey?

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.

Can I claim a refund on the new ticket I have had to purchase because I forgot to carry my Railcard?

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

Can I cancel tickets that are being posted to me?

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. 

Can I cancel tickets before I've collected 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.

How long will it take for my refund to be processed?
  • 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.

Is there a deadline for claiming a refund?

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.

How are refunds calculated?

Advance

Advance tickets are not usually refundable. If you request a refund before 18:00 the day before travel, you can change your journey or get an eVoucher for future travel fee-free until 30 September 2022.

Anytime, Off-Peak and Super Off-Peak 

If your ticket is unused, then the full value of your ticket, minus an industry-wide £10 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 industry-wide £10 admin fee.

Season Tickets 

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

You can use the Season Ticket Refund Calculator to get an estimate of how much you'll receive for a weekly, monthly or annual season ticket.

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 an industry-standard £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 an industry-wide £10 admin fee.

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

Can I refund my Smart Save Ticket if I can no longer travel?

Up until 30 September 2022, if you cancel your booking BEFORE 18:00 the day before travel, you can get a fee-free refund.

If you cancel your ticket AFTER 18:00 the day before travel, an industry-standard £10 admin fee is applied.

How do I claim a refund for an eTicket?

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.

Change your journey

Can I change my ticket?

Up until 30 September 2022, you can change the time and date of your tickets or get a refund as an eVoucher. If you request a refund or change your journey before 18:00 the day before travel, there is no admin fee.

If you change your journey or request a refund after 18:00 the day before travel, there is an industry standard £10 admin fee.

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 times changed and your 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 trains

How do I apply for compensation for my cancelled or delayed journey?

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.

How much compensation am I entitled to?

The compensation that you'll receive depends on the amount of your ticket and whether you were delayed or your train was cancelled.

Delayed train 30 minutes or more 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 you're train is cancelled you will receive a full refund, find out more about how to claim and how to claim Delay Repay.

* ‘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.

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

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.

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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 (some money back). 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.

Delay Repay

How much compensation am I entitled to?

The compensation that you'll receive depends on the amount of your ticket and whether you were delayed or your train was cancelled.

Delayed train 30 minutes or more 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 you're train is cancelled you will receive a full refund, find out more about how to claim and how to claim Delay Repay.

* ‘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.

I bought two tickets for the same journey for myself and another person and I am entitled to Delay Repay. Do I need to fill the form in twice?

No you don't need to fill in the form twice.

You can fill the form in with your details and the total cost of the tickets and you'll be compensated for both tickets. However, you will need to upload an image or eTicket screenshot for both tickets or booking confirmations.

Claim Delay repay

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

If you're on a train run by someone else which is delayed or cancelled, you may be able to claim compensation. You just need to check with them first.

You’ll find a list of all train operators on the National Rail Enquiries website.

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

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.

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Passenger Charter

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

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

What compensation am I entitled to?

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

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.

Who is eligible for One-click Delay Repay?

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

  • Booked an LNER Advance ticket on lner.co.uk
  • Bought an Advance ticket (Flexible, Off-Peak, Super Off-Peak & Season Tickets are not eligible for One-click Delay Repay, please process your claim via the delay repay form.)
  • 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.

How do I find out if I am due compensation with one-click delay repay?
  1. If your train arrives late to it's 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 my One-click Delay Repay compensation?

You can view pending & processed delay repay compensation in your account area.

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.