LNER Refund Dispute

[Essexman]

I was booked on the 11.03 Kings Cross to Leeds on 4th December with a first class advance ticket. There was severe disruption, this train and others were cancelled and more delayed. As a result I changed my plans and did not travel to Leeds.

LNER’s website gave various options, including saying refund if decide not to travel. Later that day LNER sent an email confirming that the train had been cancelled and saying that if I had been unable to complete my journey due to the cancellation use the link to apply for a full refund. The next train to Leeds (11.33) did run but according to Realtime Trains did not depart until 12.52, arriving in Leeds at 15.22, which was 128 minutes after I had been due to arrive on the 11.03.

I followed the instruction to apply for a refund but today have received an email from LNER saying that the request was not successful and giving the rather vague reason, ‘ticket not eligible for refund’.

The ‘Get in Touch’ link leads to a 404 website error but I can access Customer Relations.

I intend to dispute this with LNER but first wanted to check if anyone can see a reason why the refund request has been declined, despite LNER offering this and that if I had travelled I would have been over two hours late so entitled to a full refund anyway.

Thanks

 

[jfollows]

Just to be sure: you did buy the ticket from LNER?

 

[Tetchytyke]

Who did you buy the ticket from?

If you decided not to travel you should obtain the refund from the retailer who sold you the ticket.

 

[Essexman]

Who did you buy the ticket from?

If you decided not to travel you should obtain the refund from the retailer who sold you the ticket.

Yes purchased from LNER.

 

[ChilliSauce]

I was booked on the 11.03 Kings Cross to Leeds on 4th December with a first class advance ticket. There was severe disruption, this train and others were cancelled and more delayed. As a result I changed my plans and did not travel to Leeds.

LNER’s website gave various options, including saying refund if decide not to travel. Later that day LNER sent an email confirming that the train had been cancelled and saying that if I had been unable to complete my journey due to the cancellation use the link to apply for a full refund. The next train to Leeds (11.33) did run but according to Realtime Trains did not depart until 12.52, arriving in Leeds at 15.22, which was 128 minutes after I had been due to arrive on the 11.03.

I followed the instruction to apply for a refund but today have received an email from LNER saying that the request was not successful and giving the rather vague reason, ‘ticket not eligible for refund’.

The ‘Get in Touch’ link leads to a 404 website error but I can access Customer Relations.

I intend to dispute this with LNER but first wanted to check if anyone can see a reason why the refund request has been declined, despite LNER offering this and that if I had travelled I would have been over two hours late so entitled to a full refund anyway.

Thanks

I expect you got a numpty-dumpty in LNER who saw it was "Advanced Ticket" and just decided it was non-refundable without bothering to either investigate or understand that LNER had failed to deliver a service that day and had offered refunds. Hopefully you have screen shots of the LNER offer of refund .. My thoughts are open a new complaint for the refund and also complaint that it wasn't dealt with correctly first time around

 

[WesternLancer]

Could it be that it was scanned at some point eg barrier line before you decided not to travel and they thus think the ticket was used?

 

[Essexman]

The ticket wasn't scanned.
It would seem to me that a more than two hour delay is a reasonable reason not to travel.
Unfortunately I haven't got a screenshot from the website.
LNER are usually good at providing updates by text but on this occasion didn't send a text advising of delay, only one at 10.34 with seat number saying they hope I enjoy my journey. At this time their website and others were showing the train as cancelled. It is fortunate that I checked websites and didn't reply on LNER to tell me of the problems.

This is the email I received from LNER on the day of booked travel.

We’re sorry that your 11:03 train from London Kings Cross to Leeds on 04/12/2025 was cancelled.

If you still travelled

Our data shows the next available train to Leeds was at 11:33.

If you travelled on this train, you’re still entitled to compensation due to arriving at your destination 128 minutes later than expected. Click here to claim now.

If you travelled on a different train, you may be entitled to compensation. Check if you’re eligible for compensation by completing the Delay Repay claim form here here.

If you were unable to travel

However, if you were unable to complete this journey due to the cancellation, you are eligible for a full refund. You can apply for a refund here.

For more information, visit our FAQs. Your case reference is LNER-*************.

We apologise for the disruption to your journey and the inconvenience caused.

Kind regards,

The LNER Team

 

[Fawkes Cat]

The ticket wasn't scanned.
It would seem to me that a more than two hour delay is a reasonable reason not to travel.
Unfortunately I haven't got a screenshot from the website.
LNER are usually good at providing updates by text but on this occasion didn't send a text advising of delay, only one at 10.34 with seat number saying they hope I enjoy my journey. At this time their website and others were showing the train as cancelled. It is fortunate that I checked websites and didn't reply on LNER to tell me of the problems.

This is the email I received from LNER on the day of booked travel.

We’re sorry that your 11:03 train from London Kings Cross to Leeds on 04/12/2025 was cancelled.

If you still travelled

Our data shows the next available train to Leeds was at 11:33.

If you travelled on this train, you’re still entitled to compensation due to arriving at your destination 128 minutes later than expected. Click here to claim now.

If you travelled on a different train, you may be entitled to compensation. Check if you’re eligible for compensation by completing the Delay Repay claim form here here.

If you were unable to travel

However, if you were unable to complete this journey due to the cancellation, you are eligible for a full refund. You can apply for a refund here.

For more information, visit our FAQs. Your case reference is LNER-*************.

We apologise for the disruption to your journey and the inconvenience caused.

Kind regards,

The LNER Team

It seems to me that you will want to include a copy of the email from LNER when you get back to chase them up to show what they told you to do including the promise of a refund.

 

[Trainman40083]

The 11.33 was certainly late on 4th December, according to Real Time Trains.

 

[AlterEgo]

Pick up the phone to them.

 

[ChilliSauce]

The ticket wasn't scanned.
It would seem to me that a more than two hour delay is a reasonable reason not to travel.
Unfortunately I haven't got a screenshot from the website.
LNER are usually good at providing updates by text but on this occasion didn't send a text advising of delay, only one at 10.34 with seat number saying they hope I enjoy my journey. At this time their website and others were showing the train as cancelled. It is fortunate that I checked websites and didn't reply on LNER to tell me of the problems.

This is the email I received from LNER on the day of booked travel.

We’re sorry that your 11:03 train from London Kings Cross to Leeds on 04/12/2025 was cancelled.

If you still travelled

Our data shows the next available train to Leeds was at 11:33.

If you travelled on this train, you’re still entitled to compensation due to arriving at your destination 128 minutes later than expected. Click here to claim now.

If you travelled on a different train, you may be entitled to compensation. Check if you’re eligible for compensation by completing the Delay Repay claim form here here.

If you were unable to travel

However, if you were unable to complete this journey due to the cancellation, you are eligible for a full refund. You can apply for a refund here.

For more information, visit our FAQs. Your case reference is LNER-*************.

We apologise for the disruption to your journey and the inconvenience caused.

Kind regards,

The LNER Team

Good you have the Rx email .

You were unable to travel ...because of the cancellation. And you were offered the option of a refund .. Might be prudent in a further complaint to LNER to upload a .pdf of that email and ask what part of that statement they now don't understand ..

 

[Kite159]

No doubt as soon as you reply they will say something like it was an admin mistake, probably done as a way to avoid paying out refunds, knowing that a percentage of wrongly declined requests go unnoticed.

 

[Ecmlleeds]

No doubt as soon as you reply they will say something like it was an admin mistake, probably done as a way to avoid paying out refunds, knowing that a percentage of wrongly declined requests go unnoticed.

I don't think it's so sinister at all, just a machine incorrectly rejecting a ticket that is otherwise due to be refunded. It will be refunded in no time once the OP makes LNER aware of the fact. Ideally they'd not need to, but I certainly doubt it's a conspiracy to not refund where required.

 

[Trainman40083]

Makes you wonder why the 11.03 to Leeds was cancelled.. And the 10.33, and the 10.03.. So they must be expecting lots of claims.

 

[skyhigh]

Makes you wonder why the 11.03 to Leeds was cancelled.. And the 10.33, and the 10.03.. So they must be expecting lots of claims.

6U85 failed between Retford and Doncaster.

 

[Essexman]

Thanks to everyone for your advice which confirms that as I thought, there seems no valid reason to refuse the refund.
My complaint letter is below. I'll let you know of the outcome.

I was booked on the 11.03 Kings Cross to Leeds on 4th December with a first class advance ticket. There was severe disruption, this train and others were cancelled and more were delayed.

LNER’s website gave various options, including a refund if passengers decided not to travel as a result of the disruption. As a result of the disruption and LNER not being able to advise when their next train would reach Leeds, I changed my plans and did not travel.

LNER are usually good at providing updates by text but on this occasion didn't send a text advising of delay, only one at 10.34 with seat number saying you hope I enjoy my journey. At this time your website and others were showing the train as cancelled. It is fortunate that I checked websites and didn't rely on LNER’s texts to tell me of the problems.

Later that day LNER sent an email (see below) confirming that the train had been cancelled and saying that if I had been unable to complete my journey due to the cancellation use the link to apply for a full refund. The next train to Leeds (11.33) did run but according to Realtime Trains did not depart until 12.52, arriving in Leeds at 15.22, which was 128 minutes after I had been due to arrive on the 11.03 (delay confirmed by your email).

I followed the instruction to apply for a refund but today have received an email from LNER saying that the request was not successful and giving the rather vague reason, ‘tickets not eligible for refund’.

The ‘Get in Touch’ link on the email leads to a 404 website error.

I can see no reason why the refund request has been declined, despite LNER offering this and that if I had travelled I would have been over two hours late so entitled to a full refund anyway.

My complaints are therefore as follows:

1. LNER were unable to convey me to Leeds within any reasonable time of my booked train.
2. Poor communication. Text received at 10.34, with seat number and message to enjoy journey, when multiple sources were showing the train as cancelled, with seat number.
3. Failure to provide refund, despite this being offered by LNER, both on your website and email.
4. Vague reason given for declining refund request, which makes it harder for me to provide any further supporting information that may be relevant.
5. ‘Get in Touch’ link on email goes to 404 computer error.

Given that I was offered and indeed entitled to a full refund and have now encountered further issues and have had to go to the trouble of talking this further with LNER, I would suggest that compensation should exceed the full cost of my ticket (£67.55).

Regards

 

[Trainman40083]

Thanks to everyone for your advice which confirms that as I thought, there seems no valid reason to refuse the refund.
My complaint letter is below. I'll let you know of the outcome.

I was booked on the 11.03 Kings Cross to Leeds on 4th December with a first class advance ticket. There was severe disruption, this train and others were cancelled and more were delayed.

LNER’s website gave various options, including a refund if passengers decided not to travel as a result of the disruption. As a result of the disruption and LNER not being able to advise when their next train would reach Leeds, I changed my plans and did not travel.

LNER are usually good at providing updates by text but on this occasion didn't send a text advising of delay, only one at 10.34 with seat number saying you hope I enjoy my journey. At this time your website and others were showing the train as cancelled. It is fortunate that I checked websites and didn't rely on LNER’s texts to tell me of the problems.

Later that day LNER sent an email (see below) confirming that the train had been cancelled and saying that if I had been unable to complete my journey due to the cancellation use the link to apply for a full refund. The next train to Leeds (11.33) did run but according to Realtime Trains did not depart until 12.52, arriving in Leeds at 15.22, which was 128 minutes after I had been due to arrive on the 11.03 (delay confirmed by your email).

I followed the instruction to apply for a refund but today have received an email from LNER saying that the request was not successful and giving the rather vague reason, ‘tickets not eligible for refund’.

The ‘Get in Touch’ link on the email leads to a 404 website error.

I can see no reason why the refund request has been declined, despite LNER offering this and that if I had travelled I would have been over two hours late so entitled to a full refund anyway.

My complaints are therefore as follows:

1. LNER were unable to convey me to Leeds within any reasonable time of my booked train.
2. Poor communication. Text received at 10.34, with seat number and message to enjoy journey, when multiple sources were showing the train as cancelled, with seat number.
3. Failure to provide refund, despite this being offered by LNER, both on your website and email.
4. Vague reason given for declining refund request, which makes it harder for me to provide any further supporting information that may be relevant.
5. ‘Get in Touch’ link on email goes to 404 computer error.

Given that I was offered and indeed entitled to a full refund and have now encountered further issues and have had to go to the trouble of talking this further with LNER, I would suggest that compensation should exceed the full cost of my ticket (£67.55).

Regards

I also expected a line "Any further delay to the refund I am entitled to, will encounter my administration charges".

 

[Watershed]

I also expected a line "Any further delay to the refund I am entitled to, will encounter my administration charges".

No point adding this, it's completely legally unenforceable and will just be ignored.

 

[ChilliSauce]

Thanks to everyone for your advice which confirms that as I thought, there seems no valid reason to refuse the refund.
My complaint letter is below. I'll let you know of the outcome.

I was booked on the 11.03 Kings Cross to Leeds on 4th December with a first class advance ticket. There was severe disruption, this train and others were cancelled and more were delayed.

LNER’s website gave various options, including a refund if passengers decided not to travel as a result of the disruption. As a result of the disruption and LNER not being able to advise when their next train would reach Leeds, I changed my plans and did not travel.

LNER are usually good at providing updates by text but on this occasion didn't send a text advising of delay, only one at 10.34 with seat number saying you hope I enjoy my journey. At this time your website and others were showing the train as cancelled. It is fortunate that I checked websites and didn't rely on LNER’s texts to tell me of the problems.

Later that day LNER sent an email (see below) confirming that the train had been cancelled and saying that if I had been unable to complete my journey due to the cancellation use the link to apply for a full refund. The next train to Leeds (11.33) did run but according to Realtime Trains did not depart until 12.52, arriving in Leeds at 15.22, which was 128 minutes after I had been due to arrive on the 11.03 (delay confirmed by your email).

I followed the instruction to apply for a refund but today have received an email from LNER saying that the request was not successful and giving the rather vague reason, ‘tickets not eligible for refund’.

The ‘Get in Touch’ link on the email leads to a 404 website error.

I can see no reason why the refund request has been declined, despite LNER offering this and that if I had travelled I would have been over two hours late so entitled to a full refund anyway.

My complaints are therefore as follows:

1. LNER were unable to convey me to Leeds within any reasonable time of my booked train.
2. Poor communication. Text received at 10.34, with seat number and message to enjoy journey, when multiple sources were showing the train as cancelled, with seat number.
3. Failure to provide refund, despite this being offered by LNER, both on your website and email.
4. Vague reason given for declining refund request, which makes it harder for me to provide any further supporting information that may be relevant.
5. ‘Get in Touch’ link on email goes to 404 computer error.

Given that I was offered and indeed entitled to a full refund and have now encountered further issues and have had to go to the trouble of talking this further with LNER, I would suggest that compensation should exceed the full cost of my ticket (£67.55).

Regards

Good move about mentioning if you had travelled the delay would of been over 2 hours so eligible for a full refund .. I am wondering if you should put in your communication that if LNER are still going to decline the refund then you require a "deadlock" letter. Then off to the rail Ombudsman

 

[Southern Beau]

No point adding this, it's completely legally unenforceable and will just be ignored.

In my experience adding a line like this has actually helped massively and made GA, GWR and AWC spring straight in to action

 

[Essexman]

An update on this.

A while after sending the complaint I received payment of the amount claimed from LNER.

Today I received an email explaining that it had not been paid because, 'We can see you have claimed a delay repay for your ticket cost. Please note, the refund was rejected due to you applying for a refund rather than delay repay. A refund is only for when you decide not to travel and delay repay is for when you travel and are delayed.'

My claim had made it clear that I hadn't travelled and was claiming a refund, as outlined as an option on LNER website.

Their email also said, 'Your comments have been recorded so that the appropriate managers can view this and offer any necessary retraining that may be required. The points you make regarding this journey are of course noted and again this will be addressed in reviews with the relevant management teams within our business.'

I have little faith that LNER have learned anything that may prevent a recurrence but I do have the money that I was entitled to.

 

[AlterEgo]

Today I received an email explaining that it had not been paid because, 'We can see you have claimed a delay repay for your ticket cost.

Classic Indian English error in failing to identify "delay repay" is a bare noun, which does not inspire confidence.

 

[island]

'We can see you have claimed a delay repay for your ticket cost. Please note, the refund was rejected due to you applying for a refund rather than delay repay. A refund is only for when you decide not to travel and delay repay is for when you travel and are delayed.'

My claim had made it clear that I hadn't travelled and was claiming a refund, as outlined as an option on LNER website.

Their email also said, 'Your comments have been recorded so that the appropriate managers can view this and offer any necessary retraining that may be required. The points you make regarding this journey are of course noted and again this will be addressed in reviews with the relevant management teams within our business.'

Nonsensical word salad.

I have little faith that LNER have learned anything that may prevent a recurrence

I agree

but I do have the money that I was entitled to.

and that is the most important thing.

 

[Haywain]

Classic Indian English error

Not sure what this is meant to suggest but LNER's contact centre is in Newcastle.

 

[Royston Vasey]

Classic Indian English error in failing to identify "delay repay" is a bare noun, which does not inspire confidence.

Only marginally worse than the EMR Senior Conductor (who I later found has a modestly well-followed Instagram account and was a finalist for a Rail Staff Award) who repeatedly announced on a delayed LIV-NRW that we were entitled to "Delay-and-repay".

 

[Wallsendmag]

Did you have a barcode ticket and was scanned at a gate by any chance?, and yes I know you didn’t travel.

 

[Essexman]

Did you have a barcode ticket and was scanned at a gate by any chance?, and yes I know you didn’t travel.

Digital ticket but definitely not scanned.