Onboard

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Travelling as a family

Can I take my pram onboard the train with me?

We’re very happy for pushchairs, prams and buggies to be on our trains, just as long as you make sure they’re folded at all times and stored the same way as any other item of luggage.

If this is not possible, they may be stored in wheelchair spaces that are empty. Please bear in mind, that if a customer requires wheelchair space, you will need to move the pram. Please do not leave your pram unattended in a wheelchair space and do not store other luggage or bags here.

Can I book assisted travel for my pram?

Unfortunately, we cannot offer assisted travel for help with prams, buggies or pushchairs. However, our station and onboard staff will be happy to help you when and where they can. 

Will you be able to heat baby food or my own food onboard the train?

Unfortunately, we cannot heat any baby food products onboard, including bottles. The reason for this is that the equipment that we use onboard is a lot more powerful than what is in your kitchen at home. We are obligated to keep all our customers safe and can only heat products that have been thoroughly tested by our catering team. 

At what age can children travel on your trains unaccompanied by an adult?

Children should not travel on their own on an LNER train until they are mature enough to understand the risks involved with rail travel. It is the responsibility of the parent or guardian to make this decision.

LNER staff are unable to provide a chaperone service and if we notice a child travelling on their own and we are worried about their safety we will contact the British Transport Police for assistance.

You'll find some helpful guidance for children travelling alone by the British Transport Police here.

At what age do children have to pay to travel?

Up to two children, aged 4 years old and under, can travel free of charge with a fare-paying adult. Please bear in mind that as they do not have a ticket or a seat reservation, so on busy trains they will be expected to sit on your lap. You can purchase a childs ticket or Family Return to reserve a seat.

If you're travelling with more than two children under 5 and one adult, you will need to purchase a childs ticket for the additional children,

If your children are aged between 5 and 15 we offer discounted fares which are available on our website.

If you're travelling as two adults and between two and four children, the Family Return ticket might also be a great saving for you and it offers a flexible return ticket, find out more here.

Are there baby-changing facilities at the station?

Some stations have baby-changing facilities, but not all. You can check a specific station using our Station Information page.

Our new LNER Azuma trains have baby-changing facilities in all toilets. On our electric trains, there are baby-changing facilities in coaches F and L. You can view our seat maps to see how close you are to the onboard baby-changing facilities when you book a ticket, or from your account if you already have a booking. If you would like to change your seats you can use our seat reservation tool.

Stations we call at that do not have baby changing facilities:

  • Alnmouth
  • Blair Atholl
  • Bradford Forster Square
  • Brough Station
  • Carrbridge
  • Harrogate
  • Horsforth
  • Keighley
  • Lincoln Central
  • Morpeth
  • Newtonmore
  • Northallerton
  • Perth

Travelling with a bike

Can I travel with a tricycle or a double deck cycle?

Unfortunately we do not have the space to carry Tricycles, cycle trailers or double deck cycles.  However, tandems are accepted if they conform to the following specifications and have two reservations: 100cm in height x 60cm in width x 260cm

Can I bring a cycle trailer on the train?

Yes, as long as you make a reservation for both the bike and the trailer. You can make a reservation when you book your tickets, or in the My Bookings section of the website. Your cycle trailer can't exceed 150x150x100cm in size and should be able to be carried into the driver or guard's van. Please call Web Support on 03457 225 333 to make your trailer reservation, or visit one of our Travel Centres.

Can I bring a petrol-powered vehicle on board, such as a moped?

No. Trains are not permitted to carry any petrol–powered vehicles, for safety reasons.

Can I take my bike with me onboard the train?

Yes, we love to be green so you can carry your bike free of charge on LNER trains as long as you have a valid ticket and you have made a reservation for your bike. Spaces are limited and subject to availability.

If you're travelling on an LNER train only, you can make a reservation online when you book your ticket. If you booked elsewhere or already have your ticket, you can make a reservation at one of our Station Travel Centres, by using our chat bot or by getting in touch with our team on social media. 

If you're travelling with another train operator on your journey you'll need to check their own policy too. You can do this by visiting the National Rail website.

Travelling with your bike

Food and drink onboard the train

Is food free in First Class on trains?

First Class tickets offer you compliementary food and drink (including an alchoholic tipple from 11:30am (when available). We serve three menus depending on the train you are travelling on, but our drinks are always the same. Cheers!

View menus

Will you be able to heat baby food or my own food onboard the train?

Unfortunately, we cannot heat any baby food products onboard, including bottles. The reason for this is that the equipment that we use onboard is a lot more powerful than what is in your kitchen at home. We are obligated to keep all our customers safe and can only heat products that have been thoroughly tested by our catering team. 

Cafe Bar vouchers on LNER

With a £4 Foodbar voucher, you’ll be able to get £5 worth of food and drink from the Foodbar.

You can purchase a Cafe Bar voucher from the Travel Centres at the station.

Buy tickets

What food and drink do you offer on your trains?

Lets Eat (now at your seat!) in Standard

We offer a locally sourced menu from along our route from our Let's Eat Cafe Bar. You can order your food and drink straight to your seat. Simply scan the QR code on the seat or window near you, when you're onboard. 

Alternatively, you can still go up and purchase food and drink from the Let's Eat Cafe Bar.

Let's Eat Menu

 

First Class dining

In First Class, we offer three fresh and tasty menus depending on the train you're travelling on. You can view the menus here.

First Class menu

Which trains can't I drink alcohol on?

The alcohol-free policy will apply every Friday, on the 09.52 Aberdeen to London King's Cross train, between Aberdeen and Newcastle (and all calling points in between).

We expect a number of large groups to be travelling on this train, so to help make it a pleasant experience for everyone, we'll be operating an alcohol-free policy for part of the journey.

This means that alcohol cannot be brought onto or purchased on board our trains at any stop between Aberdeen and Newcastle, and customers may be searched before boarding. Additionally, alcoholic drinks will not be served as part of the complimentary food and drink offer in First Class until after Newcastle.

Luggage

Can I take my pram onboard the train with me?

We’re very happy for pushchairs, prams and buggies to be on our trains, just as long as you make sure they’re folded at all times and stored the same way as any other item of luggage.

If this is not possible, they may be stored in wheelchair spaces that are empty. Please bear in mind, that if a customer requires wheelchair space, you will need to move the pram. Please do not leave your pram unattended in a wheelchair space and do not store other luggage or bags here.

Can I bring a petrol-powered vehicle on board, such as a moped?

No. Trains are not permitted to carry any petrol–powered vehicles, for safety reasons.

How much luggage can I take onboard?

We don't have limitless space onboard so please pack light so your bags fit comfortably onboard our trains.

Please note we only allow three items per person.

A maximum of one large suitcase, a carry on bag and small handbag can be brought onboard. You can find out more about luggage sizes here.

What should I do if I’m travelling in a group with large amounts of luggage?

If you've bought your tickets through our Group Travel Team just let them know how much luggage you are planning to take. On some journeys and depending on the type of train, we may be able to carry your luggage in bulk storage.

Can I get some help with my luggage?

If you have a disability that means you need assistance from our staff, then you are able to book assistance at 03457 225 225, through our web form, in an LNER Travel Centre, or if you cannot book in advance you can let station staff know on the day. This includes if you are unable to carry your own bags onto the train as a result of your disability or medical condition. 

We do not offer a luggage service, Passenger Assist is only for customers who need it due to a disability/medical condition. Luggage trolleys are available in many of our stations.

Why do I need to label my luggage?

Labelling your luggage makes it easier for us to find if it was to get misplaced or lost. It is also part of the National Rail Conditions of Carriage.

How should I label my luggage?

When travelling with us, you’ll need to label all luggage with your name, address, destination station and a contact number. Your luggage may have built in label sleeves, but if not, it’s a good idea to write your details on a piece of card and tie it securely to the handle.

What happens if I struggle to store my luggage when I get on the train?

Ask a member of our station or on-board team and they’ll help you with the nuts and bolts. Some of our trains do have bulk storage areas, which our team will be happy to direct you to.

Can I take pets on the train?

Yes, pets are welcome onboard our trains and in our stations! 

  • Up to two dogs, cats or other small pets can be brought with you for free, as long as they aren’t taking up a seat!
  • For each additional pet, you may have to pay up to a maximum of £5.00 for each journey.

We can make special arrangements for customers travelling with an assistance dog, you can book through our assisted travel team on 03457 225 225. Here’s some extra information on travelling with pets.

Can I take my bike with me onboard the train?

Yes, we love to be green so you can carry your bike free of charge on LNER trains as long as you have a valid ticket and you have made a reservation for your bike. Spaces are limited and subject to availability.

If you're travelling on an LNER train only, you can make a reservation online when you book your ticket. If you booked elsewhere or already have your ticket, you can make a reservation at one of our Station Travel Centres, by using our chat bot or by getting in touch with our team on social media. 

If you're travelling with another train operator on your journey you'll need to check their own policy too. You can do this by visiting the National Rail website.

Travelling with your bike

I have lost something on my journey. What do I do?

There’s no need to worry. Just follow the instructions on our lost property page and we'll do our best to track down whatever you've mislaid.

Onboard Experience

What food and drink do you offer on your trains?

Lets Eat (now at your seat!) in Standard

We offer a locally sourced menu from along our route from our Let's Eat Cafe Bar. You can order your food and drink straight to your seat. Simply scan the QR code on the seat or window near you, when you're onboard. 

Alternatively, you can still go up and purchase food and drink from the Let's Eat Cafe Bar.

Let's Eat Menu

 

First Class dining

In First Class, we offer three fresh and tasty menus depending on the train you're travelling on. You can view the menus here.

First Class menu

Can I take pets on the train?

Yes, pets are welcome onboard our trains and in our stations! 

  • Up to two dogs, cats or other small pets can be brought with you for free, as long as they aren’t taking up a seat!
  • For each additional pet, you may have to pay up to a maximum of £5.00 for each journey.

We can make special arrangements for customers travelling with an assistance dog, you can book through our assisted travel team on 03457 225 225. Here’s some extra information on travelling with pets.

Is Alcohol allowed onboard?

You can buy alcohol from our Let's Eat Cafe Bar whilst onboard our trains and if you're in First Class, you can enjoy complimentary drinks.

You can also bring your own alcohol onboard.

In First Class complimentary alcohol is served from 11:30am (when available).

There are some trains where alchohol can't be consumed or purchased: On Friday's the 09.52 Aberdeen to London King's Cross train, between Aberdeen and Newcastle (and all calling points in between).

What seating preferences are available for Assisted Travel journeys?

You'll be able to see which seating preferences are available once you've chosen a service during booking. Your seat number will be printed along with your tickets. We’re sorry to say that we can’t always guarantee seat preferences. 

You can view our seat maps to see how close you are to onboard facilities when you book a ticket, or from your account if you already have a booking. If you would like to change your seats you can use our seat reservation tool.

Is smoking permitted on trains or in the station?

No. Every train and station in the UK is smoke-free, including e-cigarettes.

Can I reserve a seat?

Yes, you can reserve a seat on all LNER trains, unless all the reservable seats are booked already. Other train companies have different reservation policies. Please check with the relevant train companies for your journey before travelling.

Tickets that come with a reservation:

  • If you book a Standard Advance or First Class Advance ticket, you'll automatically have a seat reserved, and you can use our Seat Picker to change which seat, if you like. You can check your seat reservation by logging in to your, My Account area.

How to reserve a seat:

Season tickets:

  • Season ticket holders can reserve a seat for free up to 5 minutes before a trains departure using our seat reservation tool.

Make a seat reservation 

How many coaches are on an Azuma?

Depending on the train, destination, and time of journey, there will be between five, nine and 10 coaches.

Seating map

Where can I put my luggage on an Azuma train?

One of the great benefits of these new trains is that the space under your seat and in the luggage racks above your head is much bigger. This means cabin-bag style cases, rucksacks and handbags can be kept close to you while onboard. Find out more about luggage onboard our trains here.

Seat reservations

LNER train seat maps

Each of our trains has toilets with soap, running water and hand dryers so you can travel safely and wash your hands on the go. Find your nearest toilet onboard with our seat maps below.

Azuma seat map.pdf      Electric train seat map.pdf

I can’t make a seat reservation. What should I do?

If all reservable seats have been taken, there are a number of unreserved seats in coach C in Standard and coaches M or E in First Class.

This means that if you don't have a seat reservation you'll still be able to travel in the unreserved part of the train. 

If all unreserved seats are taken, you may need to stand until a seat becomes available.

WiFi onboard the train

I'm having problems accessing the Wi-Fi on my LNER train. What should I do?

 

Most mobile devices try to access Wi-Fi straight away. Here's how to get it working: 

1) Select the 'LNER-WiFi' network when a prompt pops up (or find it in your Wi-Fi settings) 

2) Launch your internet browser and you should find yourself on the LNER WI-Fi page where you can log on or register if it's your first time.

3) Enjoy browsing!

If that doesn't work, take a look at our downloadable Wi-Fi User Guide

And if that still doesn't sort it, our Wi-Fi Support team are happy to help. Just give them a call on 01163 66 33 36 or email your query to wifi@lner.co.uk.

Do I need a Wi-Fi code on an LNER train?

Wi-Fi is free for everyone on our trains. Most mobile devices are set up to access Wi-Fi straight away. To get connected simply:

  1. Select the 'LNER WIFI' network when prompted (or in your Wi-Fi settings)
  2. Launch your internet browser and you should then be directed to http://wifi.lner.co.uk where you can log on or register.
Where can I access Wi-Fi on LNER and how much does it cost?

Wi-Fi is free to everyone in both Standard and First. If you're a regular traveller with us you'll no longer need to enter a Wi-Fi code from your booking confirmation if you want to get online. All you need to do is sign in with your email address and password, or register if you're new to travelling with LNER.

If you have a Wi-Fi-enabled laptop or smartphone, it should automatically find our server and direct you to our landing page when you switch on. If this doesn't happen, go to your network preferences and choose the LNER connection. When you open your browser, the Wi-Fi login page will appear.