Our Customer Services

Addressing your concerns: Your guide to next steps

Use the drop down below for advice when things don't go to plan.

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Popular FAQs

Refunds and ticket changes

From changing your ticket to claiming compensation. Find your answers here.

Cancelled trains

We know this can be frustrating but we'll do everything we can to get you to your destination. Find out your options when your train has been cancelled.

Delay Repay

If you're delayed for 30 minutes or more you may be entitled to compensation through Delay Repay.

Tickets and bookings

Everything you need to know about tickets and bookings.

FAQs by category

Accessibility and Passenger Assist

Questions and answers about our station and train accessibility and how to book Passenger Assist

Onboard our trains

From seat maps to food and drink - here's the questions and answers for your onboard queries.

At the station

Car parking, accessibility and more in our stations.

Offers and discounts

Looking for the best offers and discounts? Find out how to save.

Your Account

Got a question about your account, find the answer here.

About LNER

Looking for a career in rail or interested in our rail history? Find out more.

Always here to help

Chat to us

Use our chatbot to get answers to frequently asked questions. If the chatbot can't assist with your query, you will be prompted to speak with one of our advisors.

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