Industrial action

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Is my train still running while there's industrial action?

Industrial action has been announced on Thursday 15 and Saturday 17 September and from midday Monday 26 to midday Tuesday 27 September.

For more information visit our Industrial action page.

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. 

How to book assistance on trains?

You can book assistance for your journey when you book your ticket (a new feature we've added). 

Or you can book assistance after you've bought a ticket here on the online form on here or by calling 03457 225 225.

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

How do I make a seat reservation?
  1. Check your ticket (both outward and return) to see if you have a seat reservation. You can check your LNER account online or on the LNER Mobile App if you bought directly from us.
  2. If you can see a coach and seat number, great - you already have a seat reservation!
  3. If you don't have a seat number, getting one is easy. Simply make a free seat reservation here.
Are there any unreserved seats?

No reservable seats left and you need to travel on the train? There is a limited amount of seating available on a first-come first-served basis in coach C in Standard and E or M in First Class.

For those that do not get a seat there is space to stand. If you would like a seat we suggest you arrive in good time.

My train was cancelled, will I get a seat on the next available train?

If your LNER train was cancelled you can travel on the next available LNER service but you will need to make a new seat reservation. You can do this on our website or app.

Reserve a seat

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.

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

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

Will there be staff members available to help at the stations?

Yes, LNER staff are available on trains and at stations to provide support and information.

If you or someone you know needs assistance at our station or assistance getting on and off our trains you can book Passenger Assist up to 2 hours before your journey.

If you are not able to book in advance, let us know when you arrive at the station and the team will be happy to help.