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The Passenger’s Charter
The LNER Passenger's Charter explains our promises to you. It’s what you can expect from us. If we were getting married, these would be our vows.
Download our Passenger's Charter
You should always know the level of service you can expect from us. So steering clear of jargon and small print, we’ve produced a short, easy-to-understand booklet that spells out our commitments to you.
Amongst other things, our charter covers tickets, facilities, services and communication.
You can download our full Passenger's Charter, or if you prefer, select any of the key sections below for a quick whistle-stop tour of the highlights.
The Passenger's Charter summary
Buying your ticket
Buying your ticket
We want to make it easy for you to buy a ticket for your journey. Of course, you need to buy a valid ticket before you travel with us and keep it with you during your journey.
The lowest priced ‘Advance’ tickets are available to buy at least 12 weeks before you travel. Find our cheap tickets here.
There are lots of ways to buy your ticket to travel with us, or across the National Rail network, and we’re committed to making sure it’s clear and fuss-free.
We’ll make sure that when you buy a ticket from us you’re given clear and consistent information about the ticket and any restrictions around its use.
See also:
On our trains and at our stations
On our trains and at our stations
We do everything we can to ensure our stations and trains are comfortable, well maintained and have the facilities you need to enjoy your journey. We conduct daily inspections to ensure standards of cleanliness are being met.
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If you need extra help
If you need extra help
We are committed to providing easy and convenient access to our service for all our customers. We work to make sure that nothing we do makes a person’s disability a barrier to using our services.
Service disruption
Service disruption
Planned engineering work
Sometimes planned engineering work to improve rail services means we cannot operate our regular timetable. In these circumstances we may have to change train times, or run a rail replacement service.
We’ll do everything we can to minimise disruption and will give you as much notice as possible, but please bear in mind that weekends and bank holidays are when most work tends to be done.
Short notice engineering work
Sometimes Network Rail is required to carry out engineering work at short notice and we will be unable to give you much warning. When this happens we’ll let you know as far in advance as we can. Information will be available from our stations and staff, our Customer Service Team, National Rail Enquiries, as well as being displayed on our website.
Looking after you when services are delayed
Despite our best efforts, sometimes there may be delays to your journey. When this happens we will always do everything we can to minimise the disruption to you. As soon as we know what is happening we’ll let you know, and ensure we update you with the latest information as available. Our staff will provide information and assistance to help you find the best options to complete your journey with the minimum of delay and inconvenience.
You’ll be able to find information about how to make your journey on board our trains, at stations, on our website and app, on the National Rail Enquiries site, and via travel bulletins on local radio and television.
You can access live train updates from:
• National Rail Enquiries 03457 48 49 50
• Texting TrainTrackerTM on 8 49 50
• Our text and email Travel Alert service
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Refunds and compensation
Refunds and compensation
We offer refunds for a variety of different circumstances. You can find more information about LNER refunds on the refunds information page.
Unfortunately, things will sometimes go wrong. We provide compensation in three circumstances. If you:
are delayed by 30 minutes or more – this is called ‘Delay Repay’
book Passenger Assist and we don’t deliver on our promise
reserve a seat, but it’s not available and we can’t find you an alternative – this is our ‘Seat Guarantee’.
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Passenger safety and the environment
Passenger safety and the environment
Passenger safety
Your safety is our prime concern when you travel with us, reason why we are committed to delivering a safe service to all our customers.
If you wish to view a copy of our company safety policy statement just send an email to: lnersafety@lner.co.uk
Environment
We continuously work towards reducing our impact on the environment and to achieve national carbon aims.
You can request a copy of our energy and environmental policy statement or the scope of our Environment Management System by emailing: Sustainability@lner.co.uk
