I love LNER
I love LNER, best trainline in the country. And their app is very easy to use!
Helen
Was this helpful?
L
Customer Reviews
Write a ReviewFilter:
60 reviews
Avoid if you value your time or holiday
26/2/2026 - I remain open to resolving this matter if CrossCountry or LNER are willing to reimburse the additional cost incurred due to the cancellation it’s up to them before escalating to ombudsman office! 26/2/2026 - Here is LNER letter - Dear Ron Thank you for contacting London North Eastern Railway.Following on from our Live Chat, LNER do not owe any compensation in this instance.This is because you bought a Cross-Country ticket which was £14.80 (Advance Single) from LNER and this train was cancelled, so you bought another ticket for the next service which was an LNER service which was slightly more expensive at £42 (Advance Single).Once you boarded the LNER service you were told that the Cross-Country ticket was valid for the LNER service which is incorrect as this ticket states 'valid on Cross-Country Services only' but the Cross-Country ticket has now been refunded in full.We cannot refund the difference in cost as we did not cancel the original service, we only sold the tickets. I do apologise for the inconvenience this may have caused you.Yours sincerelyES Customer ServicesLondon North Eastern Railway26/02/2026 - further update just spent another hour on to the LNER chat line spoke with Elliott S and it was a complete further waste of my time … As they claim they owe nothing I’ll share the email once I receive it ! 26 Feb 2026 - UPDATE TO RESPONSE BELOWI am very disappointed with the handling of a service cancellation affecting my journey.Both CrossCountry and LNER were involved in selling and managing the tickets for this trip. When the CrossCountry service was completely cancelled, I was left trying to quickly arrange alternative travel as a tourist trying to continue a holiday journey.No proactive contact was made when the cancellation occurred. No guidance was provided regarding my options. Instead, I was left to navigate the disruption myself and purchase replacement tickets, which cost significantly more.The original tickets were refunded, but I was still left paying an additional £27.20 simply because the service I booked was cancelled.My position is simple: if the original ticket was valid for the replacement service, then the second purchase should be refunded. If it was not valid, then I should not have been placed in a situation where I was forced to repurchase travel due to a complete cancellation.I am disappointed that responsibility for resolving this issue appears to be passed between operators rather than addressing the passenger who was directly affected.Service disruption can happen, but customers should not be financially disadvantaged when a contracted service is cancelled.ORIGINAL MESSAGE - Avoid if you value your time or holidayOur CrossCountry service from Aberdeen to Kirkcaldy was completely cancelled. Things happen weather or other disruption is understandable. What is not acceptable is what followed.Because the train was cancelled in full, we were forced to purchase entirely new tickets at significantly higher cost on a London North Eastern Railway service in order to complete our journey. As tourists on a limited holiday schedule, we had no realistic alternative.We have now been pushed into a frustrating three way situation:* LNER says the original ticket refund must come from the retailer.* CROSS COUNTRY says they are not responsible for the additional cost because the new tickets were “used.”* Neither company will accept responsibility for reimbursing the price difference caused directly by the cancellation.As visitors trying to enjoy our holiday, we’ve instead spent valuable time navigating claims processes and being redirected between operators. The system may protect the rail companies, but it leaves passengers especially tourists feeling stranded and abandoned.When a service is cancelled completely, passengers should not be financially penalised for simply trying to reach their destination.Disruption can happen. Accountability should too.
Ron
Was this helpful?
Service was fine and comfortable…
Service was fine and comfortable although price was a bit excessive. It’s nothing spectacular, although I am currently sitting on a Cross Country train and in comparison to this company LNER suddenly seems absolutely spectacular.
Don
Was this helpful?
Smartcards not working
Smartcards not working - you have to buy an extra ticket if going through London - and argue with LNER conductors that you do have a ticket.... Happens too much. Try to resolve on the phone, they tell you to go to the ticket office, and vice versa. One lady at the KCS station was incredibly rude to me saying "if you keep having issues then don't travel with us" she then took off her headset and walked away from the kiosk! Absolutely awful.
Darren
Was this helpful?
Absolutely Amazing
Amazing Got on the train at King’s Cross and was supposed to leave at 13:02 and left at that exact time. At departure the food counter opened immediately. It was quick, reliable and just a really nice experience. I had a 2 hour journey and enjoyed every part. I will definitely be travelling with LNER again
Ball
Was this helpful?
The new timetable change is absolutely…
The new timetable change is absolutely shocking. You could barely manage with the level of congestion and delays before, now every single train I have been on is late.Your Mk4's are always full and standing. Whoever made this decision with the new timetable needs to give their heads a wobble and go back and start again!
Josh Wright
Was this helpful?
LNER chaos on Sun 15 Feb - 12 hours to get home
It took me over 12 hours to get home from Northumberland (Hexham) to my home in Salisbury last Sunday 15/2/2026, thanks to an appalling service and LNER lies. The train south from Newcastle was delayed after York with a reported 'broken rail' and mention of a 'landslip'. We were left sitting on the train from about 3pm with no bus service offered instead. We were told information would be given at 6pm but none was. At 7pm we were told the train was only going to Darlington, not Peterborough. It was then cancelled and another service provided to Peterborough. We were told that if the delay meant we missed our onward connections, to make ourselves known to LNER staff at Peterborough and they would organise taxis home. The LNER Manager at Peterborough (who refused to give me his name) refused to make any such arrangement, telling me there would be many LNER staff at St Pancras who would do it. I eventually arrived at St Pancras and it was deserted. A cleaner told me to go to KX, where I found the LNER Night Manager, Michael Sharman who was helpful as I was in tears by then, very frightened to have been stranded so late in a deserted London station.
Alison Craig
Was this helpful?
Friendly and helpful
Return day trip from Grantham to London. The staff on both trains were brilliant. Could not have been friendlier or more helpful. Especially on the 23.08 from Kings Cross. Made the day for my father-in-law, who was travelling first class for the first time in his life 🙂
Andrew Tingey
Was this helpful?
I decided to treat myself for my…
I decided to treat myself for my birthday by getting a First Class ticket for my trip, hoping for a good start to my holidays. Well, LNER unfortunately failed to deliver. All I received was a can of drink - no snacks, no meals, which were advertised when I booked the ticket. When I boarded the train (1h away from its final destination) staff was already collecting plates and rubbish from other passengers, indicating that the meal service was over. Very disappointing. I will never pay for First Class again.
kingd
Was this helpful?
Fantastic service ,comfy,clean…
Fantastic service ,comfy,clean .catering staff we're outstanding. Hilary and janey are an asset to your company
Keri King
Was this helpful?
Lovely train crew
Was travelling to London Kings Cross this morning. Unfortunately, I was very ill and threw up but the lady ( who I unfortunately didn't get the name of) gave me a free bottle of water and checked on me constantly throughout the journey. Thanks so much LNER will definitely use again.
Joseph Smyth
Was this helpful?
recently travelled to Liverpool with…
recently travelled to Liverpool with this rail line and upgraded to First Class for my return journey. Unfortunately, at the end of the trip, a staff member knocked into my foot quite forcefully with the service trolley, causing injury.Because I had a connecting train to catch, I didn’t properly check the damage until I got home, where I found visible bruising and swelling. I contacted customer services immediately and was told to email details and photos, which I did.Three weeks later — and after chasing for a response — I have still received no reply. The lack of communication has been more disappointing than the incident itself. Accidents can happen, but ignoring a customer injury report is unacceptable.Very poor follow-up and customer care.
Caroline
Was this helpful?
Journey time was fast but the seats are uncomfortable
Journey time was fast but the seats were hard. They also removed the London to Stevenage service making it useless for me. However the staff were kind on our trip to Edinburgh however Lumo is cheaper.
Bijan CrossRail
Was this helpful?
Didn't even get a drink 1st class
Travelled from Kings Cross to Peterborough 2nd January 12.05, 1st class. Paying nearly double standard price, eventually asked if we wanted a cold drink, declined asked for coffee she said it was coming, snack ordered Croque Monsieur came with 12 mins to go getting into Peterborough had to rush that down, no coffee wasn't even offered they were busy taking trays into next 1st class feeding people going to Edinburgh, why on Earth not do that after Peterborough and look after the ones getting off there, this is the 3rd or 4th time we have not even got a drink in 1st class, waste of money. Look after the people getting off 1st who have paid good money, not ignore us even after we asked for coffee. Scotland lot are on there hours after we get off !
Karen Cannon
Was this helpful?
I recently lost my daughter’s backpack…
I recently lost my daughter’s backpack on a train with London North Eastern Railway, and I honestly couldn’t be more grateful for the incredible support I received.As soon as I realised it was missing, I spoke to a member of staff at Doncaster Station. She was absolutely wonderful — so kind and reassuring — and immediately contacted the shift managers to alert them. The bag was heading towards Edinburgh, but thanks to the quick thinking and teamwork of the staff, it was arranged for it to be taken off and placed into lost property at York instead. Living in Hull, this made a huge difference and saved me what would have been a very stressful and complicated situation.After submitting a lost property report online, I was contacted within 24 hours by Maurice, who was exceptional from start to finish. He went above and beyond to help — arranging for the backpack to be sent to his office, carefully boxing it up, and organising it to be posted back to me. He kept me updated throughout the entire process, explained everything clearly, and was consistently polite, professional, and genuinely kind.In less than a week, we had the backpack safely returned — which is amazing service by any standard. Every member of staff I dealt with was patient, supportive, and reassuring throughout.This experience could have been incredibly stressful, but thanks to such dedicated and compassionate employees, it was handled smoothly and efficiently. I truly couldn’t have asked for better service. A fantastic company with outstanding staff.
Raluca
Was this helpful?
We travelled on the 12:30pm service…
We travelled on the 12:30pm service from King’s Cross to Edinburgh on 9th February 2026, and I wanted to leave a special thank you for Anil at LNER.From the moment we arrived, Anil went above and beyond. He helped us with our luggage, made sure we found our seats quickly, and most importantly, completely calmed us down at what could have been a very stressful moment. Travelling with two children isn’t easy, but Anil took all of the pressure off us with his calm, reassuring, and genuinely caring approach.His customer service was exceptional; easily the best service we have ever received while travelling. He was kind, patient, and incredibly attentive, and he made our journey start in the most positive way possible.An absolute credit to LNER. Thank you, Anil, for looking after my family so well; it truly made our trip.
huma
Was this helpful?
The most uncomfortable
The most uncomfortable, noisy and shaky train service. Very very budget service, premium price.
Euan Danks
Was this helpful?
The concern and help offered by the…
The concern and help offered by the platform staff at newcastle central when they saw i was struggling, I suffer with COPD and have stents, being very short of breath and needing freaquent rests being unable to walk far without pause. Well impressed, keep up the good work.
Wilson Scorer
Was this helpful?
Im from malaysia and travelling with my…
Im from malaysia and travelling with my family of course there’s gonna be multiple luggage so i ask politely to the worker with red coat about where can i put or fit my luggage instead of getting help i just got ignored NICEE HORRIBLE EXPERIENCE
fahimfadzillahgmail.com
Was this helpful?
The LNER “service” is beyond abysmal
The LNER “service” is beyond abysmal. The “modern” Azuma trains’ seating is amazingly uncomfortable, giving me back pain every time I travel. The trains are invariably late: in some 20 trips over the last year I have been between 10 minutes (best) and 3 hours (worst) late. I dread having to travel on this line.
Nicholas Denton
Was this helpful?