Travelling during Covid-19

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When is best to travel and how do I avoid busy periods?

Our trains are quieter midweek Monday to Thursday, and avoid busy travel times. Use our tool to check for quieter trains. 

Check for quieter trains

Do children require face coverings?

Face coverings in Scotland

If you're travelling to and from Scotland it is still the law to wear your face covering for those over 12, unless you're exempt, or you may be fined. For exemptions in Scotland click here.

Face coverings in England

Please continue to wear a face covering on our trains and in our stations. Thank you for being considerate of other customers and our colleagues.

If you plan to travel on the London Underground or buses, face coverings are still mandatory for children over 11.

Is Assisted Travel still available?

Yes, if you require assistance for your journey you can book Passenger Assist when you're booking your ticket with LNER.

Alternatively, you can book assistance here. All assistance requests must be made at least two hours before your time of travel. Where your journey takes place in a morning, we recommended booking by 22:00 the day before travel.

How do I make a booking for a wheelchair user?

You can still book a place for your wheelchair on our trains. First thing's first: make sure you're on a desktop or tablet device when you're making your booking. When you’re on the 'seating preference' section click on 'assistance request' and request a wheelchair space. 

We’ll forward your details to our Assisted Travel team who'll contact you to confirm the space has been reserved. If a wheelchair space isn't available on the train you've requested, they'll ask if you can travel at another time. In the worst case scenario, you may have to cancel your booking.

If you'd like to talk to someone about your specific needs, contact our Assisted Travel team on:

  • Let us know, at least by 22:00 the day before you travel, so we can help make sure you have a hassle-free journey. But, even if you need a hand on the day, we’ll still do everything we can for you.
  • Live Chat daily between the hours of 08:00 - 22:00 - on our Help and support pages.
  • Call 03457 225 225 daily between the hours of 08:00 - 22:00.
  • Request assistance online via the assisted travel form.
  • Or use the Text Relay Service on 18001 03457 225 225
  • All assistance requests must be booked by 22:00 the day before travel.
What time are the Travel Centres open?

Our station Travel Centres are open. Please check the various opening times here.

Can you pay with cash?

We would accept cash in our stations but we encourage you to use card or contactless payments were you can. Onboard our trains it is still card payments only.

Can I use a train if I am feeling unwell?

If you feel unwell with any of these symptoms then you should stay at home and isolate for 14 days, avoiding public transport:

  • new continuous cough
  • a high temperature
  • A loss or change in your sense of smell or taste.

You cannot use the train if you have Coronavirus or have been asked to self-isolate.

You can find more information about self-isolating on the NHS website.

Visit our refunds and change of journey page for more information.

Are toilets still open on trains and at stations?

Our station toilets are open for you to wash your hands regularly when travelling.

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.