On this page
How much LNER pays
LNER uses Delay Repay 30: from 30 minutes late at your destination, it pays back 50% to 100% of the fare for the journey.
| Late by | Single | Return |
|---|---|---|
| 30 to 59 min | 50% | 25% |
| 60 to 119 min | 100% | 50% |
| 2 hours or more | 100% | 100% |
For a return ticket, LNER pays a share of the relevant portion, meaning the outward or return half you were delayed on, and the full return price if you were 2 hours or more late.
Claim on a weekly season ticket once it has expired, and include a copy of a monthly or longer season ticket. On a Flexi Season you can claim if you activated a day's worth of travel.
More in Delay Repay with a Season Ticket. On a Railcard or Advance ticket, the bands apply to the price you paid: see Delay Repay with a Railcard and Delay Repay on an Advance ticket.
Railhop works this out for you: check your train and it shows how late it was, which band that is and what you're owed.
How to claim LNER Delay Repay
- Check your train on Railhop. Tell Railhop where you travelled and roughly when. It finds your LNER train, how late it really was from National Rail's data, and what you're owed: LNER pays from 30 minutes late.
- Railhop fills in LNER's claim form. In the Railhop iPhone app, or with Railhop's browser extension on a computer, Railhop opens LNER's own claim form and fills it in for you, with your journey, your ticket and your details.
- Check it and press submit. You check the claim and press submit on LNER's own form, within 28 days of travelling. LNER pays you directly. Railhop never submits a claim for you.
LNER has automatic Delay Repay for some tickets: see below. For everything else, Railhop fills in the form.
Used Delay Repay Sniper? Railhop is the modern way to claim: it finds your delays and fills in the form, and you stay in control of the claim. Read what happened to Delay Repay Sniper.
Cancelled LNER trains
If a LNER train is cancelled on the day and you take the next train you can, the delay is measured at your destination against when the cancelled train was due. If your train is cancelled and you take an earlier train that isn't disrupted, you can't claim. With an LNER ticket you can use any LNER train up to 2 hours before or after the cancelled one.
If you decide not to travel, ask whoever sold you the ticket for a full refund, with no admin fee. You can have a refund or Delay Repay, not both. More in Delay Repay for a cancelled train.
Strike days and replacement buses have their own rules: see Delay Repay on strike days and Delay Repay on a rail replacement bus.
Check the cancelled train on Railhop: it shows the cancellation, works out what you can claim and fills in LNER's form for you.
LNER Delay Repay form and login
You claim on LNER's own Delay Repay form. Railhop opens it and fills it in for you in the Railhop iPhone app, or with Railhop's browser extension on a computer: your details, the journey, the delay and your ticket. You check the claim and press submit yourself.
Proof of travel
LNER accepts these, depending on your ticket:
- Your ticket: the form takes e-tickets (QR code), paper tickets and Smartcards.
- A copy of your season ticket, if it is monthly or longer.
Add your ticket in Railhop once: snap it in the app, or add it on the website, and Railhop attaches it to your claim where the form takes a file.
Automatic Delay Repay on LNER
One-Click Delay Repay covers Advance tickets booked on lner.co.uk or the LNER app with One-Click switched on. Flexible, Off-Peak, Super Off-Peak and Season tickets are not covered, so claim those on the form.
For tickets the automatic scheme doesn't cover, check your train on Railhop and it fills in LNER's form for you.
How LNER pays, and how long it takes
You choose how to be paid on LNER's claim form. The National Rail Conditions of Travel say a claim should be paid within 14 days of being agreed. More in how long Delay Repay takes. LNER pays you directly, and Railhop keeps the claim reference for each claim you make, so it's easy to follow up.
Split tickets
You can use two or more tickets for one journey (the National Rail Conditions of Travel, condition 14.2), and the delay is still measured at your destination. More in Delay Repay on split tickets. Railhop checks the whole journey and measures the delay at your destination.
If LNER rejects your claim
Ask LNER to look at it again, with your evidence: the train, the times and your ticket. If you're still unhappy after LNER has replied, you can take it to the Rail Ombudsman. More in what to do if a Delay Repay claim is rejected. Railhop's claims use the train's real times from National Rail's data, so they match what the train company sees.
About LNER
LNER runs intercity trains on the East Coast Main Line from London King's Cross to places including Leeds, York, Newcastle and Edinburgh.
LNER (London North Eastern Railway Limited) is publicly owned, as part of the DfT Operator group.
Good to know on LNER
- If part of your journey was on another operator's train, LNER pays if it caused the delay. If it didn't, it passes your claim on and asks the other train company to contact you.
- If your destination station has ticket gates, show your ticket to the gateline staff and say you need to keep it for your claim.
- LNER will arrange other transport if your next connecting train is 60 minutes later and that would get you there sooner, or if an LNER problem makes you miss the last connection of the day.
Questions about LNER Delay Repay
How do I claim LNER Delay Repay?
Check your train on Railhop: it finds how late it was and what you're owed, then fills in LNER's own claim form in the Railhop iPhone app, or with Railhop's browser extension on a computer, with your journey, ticket and details. You check it and press submit within 28 days of travelling, and LNER pays you.
How much Delay Repay does LNER pay?
LNER uses Delay Repay 30, from 30 minutes late at your destination. On a single ticket you get 50% of the fare for 30–59 minutes, 100% for 60–119 minutes and 100% for 2 hours or more. On a return ticket: 25%, 50% and 100% of the return fare. Railhop works out the amount for your train.
How long do I have to claim LNER Delay Repay?
28 days from the date of the delayed journey. Railhop shows the claim-by date for every delay it finds, and the app reminds you 3 days before it runs out.
I bought my LNER ticket from another train company or a retailer. Can I still claim?
Yes. If an LNER train delayed you, claim on LNER's Delay Repay form. Where you bought the ticket doesn't matter.
Can Railhop fill in the LNER Delay Repay form for me?
Yes, in the Railhop iPhone app, or with Railhop's browser extension on a computer. Railhop opens LNER's own claim form and fills in your details, the journey, the delay and your ticket. You choose how to be paid, check the claim and press submit: Railhop never submits claims or sees your bank details.
Can I claim LNER Delay Repay if my train was cancelled?
Yes, if you still travelled. If a LNER train is cancelled on the day and you take the next train you can, the delay is measured at your destination against when the cancelled train was due. If you decided not to travel, ask whoever sold you the ticket for a full refund instead: you can have one or the other, not both. Check the cancelled train on Railhop and it works out what you can claim.
How does LNER pay Delay Repay?
You choose how to be paid on LNER's claim form. The National Rail Conditions of Travel say a claim should be paid within 14 days of being agreed.
What can I do if LNER rejects my Delay Repay claim?
Ask LNER to look at it again, with your evidence: the train, the times and your ticket. Railhop has the train's real times from National Rail's data. If you're still unhappy after LNER has replied, you can take it to the Rail Ombudsman.
Sources
- LNER: Delay Repay
- LNER: Passenger's Charter
- LNER: What to do if your train is cancelled
- LNER: Who is eligible for One-Click Delay Repay
Delay Repay guides for other train companies.
Terms change. If something here doesn't match LNER's own terms, LNER's terms are right. Railhop fills in LNER's claim form for you, and you check it and submit it yourself. Railhop is not affiliated with LNER or National Rail.