LNER is one of the UK’s most popular train operators and, like all UK train operating companies, it allows travellers to claim money back on services that arrive late at their destination. With LNER Delay Repay, rail passengers can receive a full or partial refund on services delayed by 30 or more minutes. In this guide, we explain how LNER complaints are processed and how much money you could be entitled to, as well as detailing how to follow up on any problems, including with the LNER contact number.
How does LNER Delay Repay work?
For train journeys that are delayed, LNER passengers can claim up to 100% compensation through the LNER Delay Repay scheme. Due to the National Rail Conditions of Travel, all train operating companies are obliged to offer monetary compensation to passengers booked onto a delayed train.
With LNER Delay Repay, if you've been delayed by 30 minutes or more, you could be entitled to a full or partial refund of your single ticket price. Season Ticket holders, including those with Flexi Seasons Tickets, can also get compensation on a portion of their ticket cost. When claiming with LNER Delay Repay, you can choose to get your compensation as a refund or use it as a charity donation.
Remember to make your LNER Delay Repay claim within 28 days of your date of travel. For LNER complaints or if you have questions relating to a Delay Repay claim, it is best to contact the operator here.
How to claim LNER Delay Repay
If you have been delayed by 30 or more minutes on an LNER service, you can make a claim for compensation online through this form: LNER Delay Repay.
From there, you will be prompted to provide details of your journey, including the type of ticket you have and how you would like to be reimbursed. LNER will then carry out the necessary checks then inform you of the outcome of your claim.
If, for whatever reason, the online form is not accessible to you, the best option is to speak to staff at any LNER help desk. Should you need help filling in the form, you can also get in touch with the operator through the LNER contact number on the customer service page, which you can find here.
Note: LNER Delay Repay refunds are processed by the train operator, not the retailer where you bought your ticket.
How much will I be compensated by LNER Delay Repay?
The amount of refund you are eligible to receive with LNER Delay Repay varies in accordance with the length of delay and your ticket type. Here is the breakdown:
| Length of Delay | Single tickets | Return tickets | Season tickets (% cost of a journey) |
| 30-59 minutes | 50% | 25% | 50% |
| 60-119 minutes | 100% | 50% | 100% |
| Over 120 minutes | 100% | 100% | 200% |
For Season Ticket holders, refunds are calculated based on how many journeys the Season Ticket is likely to be used for. In short:
- Weekly Season Ticket: price of the ticket divided by 10
- Monthly Season Ticket: price of the ticket divided by 40
- Annual Season Ticket: price of the ticket divided by 464
For example, if you bought an LNER Weekly Season Ticket for £175 and experienced a delay of 70 minutes on one journey, you would receive a refund of £17.50 for that journey (based on 100% of 175 divided by 10). Note that for delays of over two hours, it is possible to receive a 200% refund.
Photo by E235JREMU
Why was my LNER Delay Repay claim declined?
Generally speaking, the reasons that an LNER Delay Repay claim may be denied often fall into a set number of categories. It could be because:
- Your journey was delayed by a different operator. In these cases, LNER will pass your case along to the operator who caused the delay.
- Your ticket was not valid for the journey you are claiming for or you didn’t provide sufficient proof of purchase to verify that you had a valid ticket.
- Your claim was submitted more than 28 days after the date of travel.
- You claimed a journey that LNER could not identify as being delayed by 30 minutes or more.
If you think you have been unfairly denied LNER Delay Repay compensation, you will need to contact LNER through its customer service page.
Should I get Delay Repay compensation or a Refund?
LNER runs its Delay Repay according to national guidelines, which state that train operating companies must compensate passengers for delayed trains. In order to be eligible for LNER Delay Repay, you must have finished your journey with LNER and arrived 30 minutes or more late. On the other hand, if you chose not to travel or were unable to complete your journey, you might be able to apply for a refund from the retailer who sold you the ticket.
Things to look out for when claiming Delay Repay with LNER
- Check if you could be eligible for LNER Delay Repay by making sure you understand the rules governing the scheme (as detailed on this page).
- Make sure you double-check all the details you input into an LNER Delay Repay form, as a typo may prevent LNER from verifying your claim.
- If you need any advice about your LNER complaints, contact the operator via its customer service portal.
- Always attach a high-resolution scan or photograph of your ticket, without which LNER will be unable to check your claim.
- Ensure there were no planned engineering works on your day of travel.