Cancelled trains

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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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