Disrupted?
Booked on the LNER website or app?
Change your ticket
Need to change your ticket? Here's how:
- Log in to My Account and view My Bookings
- Click Amend your journey
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.
Request 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. Unused Off-Peak or Anytime tickets can be refunded up to 28 days before expiry. Head to My Account to claim your refund.
Booked elsewhere?
Booked your ticket from an LNER station?
If you have bought your ticket(s) from an LNER Travel Centre or LNER Ticket Machine, we ask that you visit your nearest LNER Travel Centre to apply for a refund.
If you are unable to visit a LNER Travel Centre, please email our Customer Services Team.
- Email your request to customers@lner.co.uk. Subject line in your email must only be: Travel Centre Refund
- Email a picture of your ticket cut up with the words Voided written on it (picture sizes can be up to 3.5mb)
If you are eligible for a cash refund, our Customer Services team will arrange a BACS transfer and will inform you how to do this. Refunds can take up to 28 days to process.
Booked with another retailer?
If you have booked somewhere else (for example with a third-party retailer, another train company or another Travel Centre), we ask that you go to the website or Travel Centre you bought your tickets from.
You can find the details of other train companies on the National Rail Enquiries website.
If you bought your tickets with The Trainline, please visit their website to find out how to claim.