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Our Customer Services
Got a question? We have the answers.
Popular topics
Refunds and ticket changes
Everything you need to know about claiming a refund.
Refunds
Assisted Travel
Information about train and station accessibility and how to book Passenger Assist.
Assisted Travel
Delay Repay
If you're delayed for 30 minutes or more you may be entitled to compensation through Delay Repay.
Delay Repay
Tickets and bookings
Everything you need to know about tickets and bookings.
Tickets
Refunds and ticket changes
Everything you need to know about claiming a refund.
RefundsAssisted Travel
Information about train and station accessibility and how to book Passenger Assist.
Assisted TravelDelay Repay
If you're delayed for 30 minutes or more you may be entitled to compensation through Delay Repay.
Delay RepayTickets and bookings
Everything you need to know about tickets and bookings.
Tickets
Providing Feedback
If you wish to provide feedback regarding your experience with LNER, please choose from the following options below and complete the form.
Have more questions?
If you have additional questions or need further support, we're here to help! Check out our FAQs and get the help you're looking for.
Contact information
Explore our contact details and resources for assistance with Transport Focus, advertising, WiFi support and more.
Rail Ombudsman
Rail Ombudsman
Your feedback is invaluable in helping us to improve our services in the future at LNER. However, if you are not happy with the response you have received from us, you can appeal to the Rail Ombudsman.
Find out more about Rail Ombudsman here.
Public liability
Public liability
All public liability claims are handled by Gallagher Bassett, who are our appointed agent.
Claims arising from accidents on LNER trains or at LNER managed stations should be submitted via the Gallagher Bassett Claims portal ID – D00019
Transport Focus
Transport Focus
Transport Focus is the independent transport users watchdog (they used to be called Passenger Focus). They can help out with any complaints or concerns.
Telephone 0300 123 2350
London TravelWatch
London TravelWatch
For transport users in and around London, there's also London TravelWatch, another independent transport watchdog.
Advertising
Advertising
If you are interested in advertising or running promotions at one of our stations, please contact Clear Channel on the methods below.
Telephone 020 3733 7340
Email webenquiries@clearchannel.co.uk
Visit www.clearchannel.co.uk
WiFi Support
WiFi Support
Having trouble with the Wi-Fi? Get in touch for some help.
Telephone 0116 366 3336
Opening hours
Monday to Friday 06:00 - 21:00
Saturday to Sunday 08:00 - 18:00
