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LNER: what the terms promise customers

LNER's public terms include 5 promises that give customers money back, credit or compensation. Here is each one, with the deadline, what to send and the exact clause.

#56 of 77 UK companies#10 of 10 in Train operators · Fair
Promises found
5
Strongest promise
Delay Repay compensation for delays of 30+ minutes
Shortest deadline
28 days

The promises

Every promise in LNER's terms

Service creditNo deadline statedTakes a few steps

Delay Repay compensation for delays of 30+ minutes

Requires submitting a Delay Repay claim with journey and delay details via a separate process, not a single message.

“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.”LNER policy page, Delayed train
What to include: ticket details, journey date, actual arrival time
CompensationNo deadline statedHarder to claim

Seat Guarantee compensation if reserved seat unavailable

Eligibility depends on subjective onboard circumstances ('unable to find another seat') requiring human judgement, and the page notes 'may be eligible'.

“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.”LNER policy page, Seat Guarantee
What to include: seat reservation details, journey date
RefundNo deadline statedSimple to claim

Full refund or free travel on another train if cancelled

Customer can log in to My Account or request from point of purchase with just a booking reference to claim a full refund.

“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.”LNER policy page, Cancelled train
What to include: booking reference, order id
RefundNo deadline statedSimple to claim

Full refund if cancelled within 2 hours of booking

Simple self-service refund in My Account within a clear 2-hour window using only the booking reference.

“If it's within 2 hours, just head to My Account to select the ticket you wish to refund.”LNER policy page, Claim a refund
What to include: booking reference, booking timestamp
RefundClaim within 28 daysSimple to claim

Refund of unused Off-Peak/Anytime Single (bought on/before 31 Mar 2026) within 28 days of expiry

Self-service claim via My Account within a clearly defined 28-day window, needing only ticket details.

“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.”LNER policy page, Claim a refund (pre-1 Apr 2026 purchases)
What to include: ticket details, proof of non use

How to claim

Claiming from LNER, step by step

  1. Find the promise above that matches what happened, and note its deadline. The shortest here is 28 days.
  2. Contact LNER customer service in writing (email, web chat or their online form), so you have a record.
  3. Name the promise and quote the clause, and include: ticket details, journey date, actual arrival time, seat reservation details, booking reference, order id.
  4. Keep the reply. If you are not happy with the answer, ask for their complaints process, which is set out in the terms.

Based on LNER's public terms and policy pages, read on 3 October 2026. Read the current terms. Terms change, so check the current version before you claim. This page is information, not legal advice.

Questions

LNER refunds and compensation: quick answers

Does LNER offer refunds or compensation?

Yes. LNER's public terms include 5 promises that pay out or give credit when something goes wrong, including: Delay Repay compensation for delays of 30+ minutes; Seat Guarantee compensation if reserved seat unavailable; Full refund or free travel on another train if cancelled; Full refund if cancelled within 2 hours of booking.

How long do I have to claim from LNER?

It depends on the promise. The shortest deadline in the terms is 28 days, so claim as soon as you can. Each promise on this page shows its own deadline.

How does LNER rank in the Promise Index?

LNER has a Promise Score of 45 out of 100 (fair), ranking #56 of 77 UK companies and #10 of 10 in Train operators.