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Refunds and Ticket Changes
Disrupted journey?
Disrupted journey?
Cancelled train
You can use your ticket on another service at no extra cost. If you decide not to travel, you're entitled to a full refund. Simply log in to My Account if you booked directly with us or request your refund from the original point of purchase if you booked elsewhere.
Claim a refundDelayed train
If you're delayed on one of our trains for 30 minutes or more, regardless of where you have booked, you may be entitled to compensation.
Delay RepaySeat Guarantee
If your reserved seat was not available and you were unable to find another onboard, you may be eligible for compensation under our Seat Guarantee scheme.
Seat Guarantee
Cancelled train
You can use your ticket on another service at no extra cost. If you decide not to travel, you're entitled to a full refund. Simply log in to My Account if you booked directly with us or request your refund from the original point of purchase if you booked elsewhere.
Claim a refundDelayed train
If you're delayed on one of our trains for 30 minutes or more, regardless of where you have booked, you may be entitled to compensation.
Delay RepaySeat Guarantee
If your reserved seat was not available and you were unable to find another onboard, you may be eligible for compensation under our Seat Guarantee scheme.
Seat Guarantee
Have your plans changed?
If you booked directly with LNER via our website or app, you can either change your ticket or request a refund:
Change your ticket
If you are travelling with LNER and need to change your ticket*, simply follow these steps:
Log in to My Account and view My Bookings
Click Change date/time
For Advance eTickets, use the date and time picker to select a new ticket. Prices shown include a £10 admin fee and any price difference.
For other ticket types, select the refund reason and follow the steps to claim your refund.
Change ticketClaim a refund
Changed your mind about your booking?
If it's within 2 hours, just head to My Account to select the ticket you wish to refund.
If it's after 2 hours, Advance tickets cannot be refunded, but can be changed for a £10 admin fee plus the difference in price.
Claiming a refund of an unused Off-Peak or Anytime Single ticket purchased on or before Tuesday 31 March 2026:
Unused Off-Peak or Anytime Single tickets can be refunded up to 28 days after expiry. An admin charge may also be made, which will not exceed £5 per ticket. Head to My Account to claim your refund.
Claiming a refund of an unused Off-Peak or Anytime Single ticket purchased on or after Wednesday 1 April 2026:
Unused Off-Peak or Anytime Single tickets can be refunded up to 23.59 before the date of travel. An admin charge may also be made, which will not exceed £5 per ticket. Head to My Account to claim your refund. Off-Peak or Anytime tickets purchased on the day of travel can't be refunded.
Claim a refund
Change your ticket
If you are travelling with LNER and need to change your ticket*, simply follow these steps:
Log in to My Account and view My Bookings
Click Change date/time
For Advance eTickets, use the date and time picker to select a new ticket. Prices shown include a £10 admin fee and any price difference.
For other ticket types, select the refund reason and follow the steps to claim your refund.
Change ticketClaim a refund
Changed your mind about your booking?
If it's within 2 hours, just head to My Account to select the ticket you wish to refund.
If it's after 2 hours, Advance tickets cannot be refunded, but can be changed for a £10 admin fee plus the difference in price.
Claiming a refund of an unused Off-Peak or Anytime Single ticket purchased on or before Tuesday 31 March 2026:
Unused Off-Peak or Anytime Single tickets can be refunded up to 28 days after expiry. An admin charge may also be made, which will not exceed £5 per ticket. Head to My Account to claim your refund.
Claiming a refund of an unused Off-Peak or Anytime Single ticket purchased on or after Wednesday 1 April 2026:
Unused Off-Peak or Anytime Single tickets can be refunded up to 23.59 before the date of travel. An admin charge may also be made, which will not exceed £5 per ticket. Head to My Account to claim your refund. Off-Peak or Anytime tickets purchased on the day of travel can't be refunded.
Claim a refund
Bought a paper ticket through our website or app?
If you purchased a ticket to collect on departure and you would like to claim a refund or change your ticket, we ask that you complete our 'Change of plans' form.
This form must be completed before the date and time of the original journey.
Change of plans formBooked elsewhere?
If you've bought your tickets at one of our stations or through another company and need a refund, we're here to help!
If you booked your ticket from an LNER station
If you purchased your ticket from an LNER Travel Centre or LNER Ticket Machine, please visit your nearest LNER Travel Centre for a refund.
If you can't go to an LNER Travel Centre, email our Customer Services Team with the subject line 'Travel Centre Refund'. Attach a picture of your ticket cut up with 'Voided' written on it.
If eligible for a cash refund, our team will arrange a BACS transfer. Refunds may take up to 28 days to process.
If you booked with another retailer
If you booked with another company, (e.g. another train company), we kindly ask that you visit their website or Travel Centre to claim your refund.
You can find details of all train companies on the National Rail Enquiries website.
If you purchased your tickets through The Trainline, please visit their website to claim.
If you booked your ticket from an LNER station
If you purchased your ticket from an LNER Travel Centre or LNER Ticket Machine, please visit your nearest LNER Travel Centre for a refund.
If you can't go to an LNER Travel Centre, email our Customer Services Team with the subject line 'Travel Centre Refund'. Attach a picture of your ticket cut up with 'Voided' written on it.
If eligible for a cash refund, our team will arrange a BACS transfer. Refunds may take up to 28 days to process.
If you booked with another retailer
If you booked with another company, (e.g. another train company), we kindly ask that you visit their website or Travel Centre to claim your refund.
You can find details of all train companies on the National Rail Enquiries website.
If you purchased your tickets through The Trainline, please visit their website to claim.
Ticket refunds are changing from Wednesday 1 April
Refund terms and conditions for some ticket types are changing.
Have more questions?
If you have additional questions or need further support regarding refunds or ticket changes, we're here to help! Check out our FAQs and get the help you're looking for.
RefundsChange of journey