LNER complaint?

Do you have a dispute or a bad customer experience with LNER? Report it through our website to maximize the chance of getting it resolved.

We help you write an effective complaint in minutes. Our AI models are trained on thousands of effective complaint letters. Then we push it through emails, social media, paper complaint letters and other tools at our disposal. And you are not alone: our helpful community is there for advice.

The LNER customer service number in the UK is 03457 225 333, and LNER also takes questions by email at customers@lner.co.uk. Complaints go through the complaints page on the LNER website, linked in the contact details at the top of this page, and Delay Repay claims have their own form. Have your booking reference, the date and times of the journey and your ticket ready.

Journey disrupted and a claim to make? Report it here as well, and we push it out to LNER by email, social media and printed letters.

LNER Delay Repay pays compensation when an LNER train is cancelled or delayed long enough to qualify; the qualifying delays and the amounts are set out on the Delay Repay page of the LNER website. If you booked with LNER and opted in to its one-click Delay Repay, a claim link is sent to you by email. Otherwise, claim through the Delay Repay form on the LNER website with your ticket, your booking reference and the train you travelled on. If you bought the ticket from another retailer, you can still claim from LNER for a delay on an LNER train.

Claims have a time limit, so claim soon after the journey and keep the ticket and the claim reference.

Delay Repay claim turned down? Take it through our complaint process: our trained AI opens a case for you and keeps coaching you on what to reply and when to push again.

LNER ticket refunds go through the retailer that sold you the ticket, which for a booking on the LNER website or app is LNER itself; quote the booking reference. Whether an unused ticket can be refunded depends on its type, and the conditions are shown when you book. If your train was cancelled or delayed and you decided not to travel, you can usually ask for a refund whatever the ticket type.

Keep the e-ticket or paper ticket, the booking confirmation and any message from LNER about a cancelled or changed train, because those decide whether a refund is owed.

Yes: the Rail Ombudsman handles unresolved complaints about train and station services in Great Britain, and LNER is one of the train companies it covers. The Rail Ombudsman generally expects LNER to have had the chance to put things right first, so keep a record of every message, claim and reference number.

Ticket or delay dispute with LNER? We help you write the complaint in minutes, with every train, time and reference set out in one place.

Be careful. LNER has warned about fake social media accounts that message passengers during disruption, offering to fix travel problems or refunds and asking for personal details. LNER says to share details only with its official account, which carries the platform's verified checkmark.

Nothing has been reported about LNER here yet. Our research shows what typically goes wrong at long-distance train operators: Delay Repay claims for late or cancelled trains, refunds for tickets that could not be used, reserved seats that were not available, penalty fares and unpaid fare notices, and app or e-ticket problems at the barrier.

Arrived late, or found your reserved seat was not there? Be the first to report it: your case opens the record for the next passenger on the same route.

Your complaint gets its own public page on Complain.biz and we get to work: we bring it to the attention of LNER through emails, social media, paper complaint letters and other tools at our disposal.

And we stay with it after you file. Our trained AI opens a case file for you and keeps coaching: what to reply, when to push again, and how to escalate if nothing happens.

Yes. We have an active community of consumers, and complaints here are public: people who ran into the same problem with LNER can give you advice or back you up with their own story. A complaint with a community behind it is much harder to overlook.