If your train was delayed for 30 minutes or more you may be entitled to Delay Repay. Find out more about how to claim on our dedicated Delay Repay webpage.
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.
*When you travel on an LNER train with an Advance ticket
Claiming with the train company that caused the delay is the fastest way to process your claim. However, you can still submit your claim with LNER to review and if we're not responsible for the delay, we will pass it to the relevant train company for you.
If you have a Flexi Season ticket and have been delayed on one of our trains, you may be eligible for Delay Repay. We calculate your compensation by dividing the cost of your Flexi Season ticket by 16 as you have a total of 8 day passes to use within a 28-day period.
Please see the delay calculations below:
30-59 minutes – 50% of the cost of 1 single journey
60-119 minutes – 100% of the cost of 1 single journey
120 minutes and over – 100% of the cost of 2 single journeys
You will be entitled to compensation if you travel on a LNER service that is late by 30 minutes or more.
Season ticket refunds are calculated on how many journeys the season ticket is likely to be used for, based on weekday journeys there and back. This means the amount of compensation for each journey is:
For more information, please visit our Delay Repay page.
The amount of compensation you will receive is determined by the cost of your ticket and the duration of the delay you experienced.
| Delayed train | 30-59 minutes | 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 your train is cancelled and you decided not to travel, you will receive a full refund. Find out more about how to claim on our Refunds and Ticket Changes webpage.
* ‘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.
If you travelled on a train run by another train company which is delayed or cancelled, you may be able to claim compensation. We ask that you check with train company you travelled with about their Delay Repay terms and conditions. You will find a list of all train operators and their contact details on the National Rail Enquiries website.
One-click Delay Repay is the automation of our current (manual) delay repay process.
One-click Delay Repay makes sure your claim is made and paid in one-click.
Sometimes we can’t help trains being late. But we can help to make claiming easy.
When you book direct with LNER, we will notify you via email if your train has been delayed by 30 minutes or more. This email will contain a link for you to claim compensation. With just one-click of the link, we will begin processing your compensation to the payment method used to make the purchase.
We aim to process the compensation within 5 days of you clicking the link. Please make sure to click this link or compensation will not be given.
For further details, please visit our Delay Repay webpage.
You have up to 28 days to click the link you have been sent to claim Delay Repay. If the delay occured over 28 days ago, unfortunately, you will not be eligible to claim Delay Repay.
You can use One-click Delay Repay if you've:
To check if you are opted into One-click Delay Repay, simply visit My Account.
*Please note, Flexible, Off-Peak, Super Off-Peak and Season Tickets are not eligible for One-Click Delay Repay. If you have bought one of the following tickets, please process your claim via the Delay Repay form.
You can use One-click Delay Repay if you've:
Delay Repay compensation is for trains that are delayed for 30 minutes or more, or for cancelled trains. Find out more about Delay Repay here.
*Please note, Flexible, Off-Peak, Super Off-Peak and Season Tickets are not eligible for One-Click Delay Repay. If you have bought one of the following tickets, please process your claim via the Delay Repay form.
To check the status of your Delay Repay compensation, simply click the chat icon in the right-hand corner of the screen and select 'Case Status'.
If something goes wrong and we can't process your delay repay compensation you will be informed of this automatically.
The message sent to you will include your customer reference number and contact details of the customer service team who you will need to contact.
It may mean that your compensation will be completed following the existing manual delay repay process, we will be able to process this on your behalf.
When you buy your ticket from lner.co.uk you will be given the option to donate 100% of your compensation to CALM through One-click Delay Repay. Find out more about our partnership with the charity CALM here.
We know this is frustrating and can be confusing but if your train has been cancelled, you can use your existing ticket to travel on any of the two trains before or after your cancelled service, along with any required connecting services at the start or end of your journey, provided all of these services meet the route and operator conditions of your ticket.
You do not need to change your ticket or buy a new one.
If travelling on another service doesn't work for you, or you couldn't complete your journey, you are entitled to a full fee-free refund. See our dedicated Cancelled train page for more information.
We know it's frustrating but there are options when your train is cancelled.
You can use your existing ticket to travel on any of the two trains before or after your cancelled service, along with any required connecting services at the start or end of your journey, provided all of these services meet the route and operator conditions of your ticket.
You do not need to change your ticket or buy a new one.
If travelling on another service doesn't work for you, or you couldn't complete your journey, you are entitled to a full fee-free refund. See our dedicated Cancelled train page for more details.
For cancelled trains, we offer full fee-free refunds if you did not complete your journey. 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 the LNER website or App and didn't travel, go to My Bookings in My Account and follow these steps:
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.
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.
If your train is cancelled and you arrive at your destination 30 minutes or more after your intended arrival, you can claim Delay Repay.
If you are eligible* for One-Click Delay Repay, we ask that you click your One-Click Delay Repay link within 28 days of travel. This will be sent to you via email.
If you have not received your One-Click Delay Repay link within 5 days of your journey, please contact our Customer Services team for assistance.
*If you have purchased an Advance ticket directly with LNER via our website or app and have enabled One-Click Delay Repay in My Account, you are eligible for One-Click Delay Repay.
For cancelled trains, we offer full refunds if you did not complete your journey. You need to apply for your refund within 28 days of the cancelled train date.
If your train was cancelled and you bought your ticket(s) through the LNER website or App and did not travel, you can claim a refund through My Account. Please follow these steps:
Already collected your tickets or had them posted to you?
If you have already collected or been sent your tickets via post please fill in our Change of Plans form and follow the instructions.
If you booked directly with LNER and you were notified that your train has been cancelled more than 36 hours in advance, you have the option of changing your journey in My Account for another day for free. The process to follow will depend on the type of ticket held.
However, if your train has been cancelled less than 36 hours in advance, please use your existing ticket to travel on any of the two trains before or after your cancelled train, following the route and operator conditions of your ticket.
You do not need to change your ticket or buy a new one.
We recommend reserving a seat for your new train(s) using your existing booking reference where possible.
You are also entitled to a full fee-free refund if you no longer wish to travel.
If you booked with LNER and your journey was cancelled less than 36 hours in advance, our systems may charge an admin fee plus any difference in fare if you rebook onto another service.
If you're travelling with LNER and your train is cancelled, you can use your existing ticket to travel on any of the two trains before or after your cancelled train, adhering to the route and operator conditions of your ticket.
You do not need to change your ticket or buy a new one.
If you feel you have been wrongly charged, you can submit a refund claim or get in touch with our Contact Centre team.
If you travel on any of the two trains before or after your cancelled service, your ticket will still be valid for your required connecting services to complete your journey. However, please note that any seat reservations (on LNER or on another operator) will no longer be valid.
If you've been delayed by 30 minutes or more (even if your new train was on time) you may be entitled to compensation of either 50% or 100% of your single ticket price.
If you are eligible for One-Click Delay Repay, you will receive an email from us containing a link. With just one click of the link, we will begin processing your compensation.
If you are not eligible for One-Click Delay Repay, we ask that you complete our Delay Repay form.
If your train was cancelled and you did not travel, please seek a refund from your point of purchase instead. Please visit our Refunds and Ticket Changes page for more information.
If you didn't book with LNER, you will need to contact your original point of purchase to claim a refund. However, if you still want to travel, you can use your existing ticket to travel on any of the two trains before or after your cancelled train, along with any required connecting services at the start or end of your journey, provided all of these services meet the route and operator conditions of your ticket.
You do not need to change your ticket or buy a new one to travel.
If your LNER train was delayed by 30 minutes or more, you can claim compensation.
The amount you can claim is based 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:
The amount of compensation you will receive is determined by the cost of your ticket and the duration of the delay you experienced.
| Delayed train | 30-59 minutes | 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 your train is cancelled and you decided not to travel, you will receive a full refund. Find out more about how to claim on our Refunds and Ticket Changes webpage.
* ‘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.
Check your ticket (both outward and return) to see if you have a seat reservation. You can check My Account if you have bought directly with LNER.
If you do not have a seat reservation, you can simply reserve one.
You can make a free bike reservation on our website. Simply make a free bike reservation here. Please note, this is currently limited to one bike per customer.
Alternatively, you can add a bike reservation to your booking through My account.
To amend your seat reservation, please follow these steps:
1. Log into My Account and go to My Bookings
2. Find your seat reservation
- If you have a standalone seat reservation, click on the specific seat reservation you wish to change and select 'Manage your seat reservation'
- If your seat reservation is part of a booking, locate the journey for which you want to amend the seat and select 'Edit Seat'
3. Choose a new seat within the same class of travel
4. Once you have selected your new seat, click 'Save your changes'
You will receive an email confirming your new seat reservation.
If you no longer need your seat reservation, you can easily cancel it in My Account.
You will then receive an email from us confirming the cancellation.
Need to cancel your bike reservation? No worries. Follow these three simple steps:
Your bike reservation will now be cancelled. You will receive an email from us confirming the cancellation.
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.
You will still have to travel on the specified train service as per your ticket. If the train is 30 minutes delayed you will be entitled to claim money back through our Delay Repay scheme here.
Yes, you can board the next available service to get to your destination.
In this case please speak to ticket office staff to determine the cause of the delay and if applicable the ticket office staff will validate the Advance ticket for the next available LNER service.
Customers can usually get the next LNER train service after their delayed service, if it has been delayed for one hour or more. You can check the website or with station staff to confirm if this happens.
You will be permitted to travel on the next service according to the route and operator conditions of your ticket.