East Coast Franchise

Changes to the East Coast Mainline services

Starting 24th June, London North Eastern Railway have taken over from Virgin Trains East Coast, running the East Coast Mainline services.

Travelling on London North Eastern Railway 

Tickets purchased before this date that display the name 'Virgin Trains East Coast' are still valid and you can still use them even if you are travelling after the change of operator.

Your travel plans won’t be affected. Tickets can still be purchased in the same way and train times will stay the same, even though the operator will change.

From 24th June tickets have been available on the London North Eastern Railway website at www.lner.co.uk

Questions? Please contact London North Eastern Railway Customer Service Team.

By telephone:
03457 225 333

Or by email:
customers@lner.co.uk


FREQUENTLY ASKED QUESTIONs

TICKETS

Q. Is my ticket still valid?
Yes it is. All tickets bought are still valid for the dates shown on the ticket. This includes all season tickets and all pre-purchased tickets.

Q. Will my ticket purchased for future travel with Virgin Trains East Coast still be valid on LNER services?
Yes. All Virgin Trains East Coast tickets will still be valid for the dates shown on the ticket and accepted on LNER services.

Q. How do I buy tickets?
Tickets can be purchased in the same way they are now. Please visit www.lner.co.uk to buy your tickets.

Q. Will there be any changes to ticket prices?
There will be no immediate changes to ticket prices. Any future changes in price will be in line with normal market practice.

Q. I have travel vouchers from a previous refund. Will these be honoured by LNER?
Yes, you can still use your travel vouchers. They will remain valid up to their expiry date.

Q. My journey is partly on Virgin Trains and partly on another train operator, is my ticket valid?
Yes, nothing will change. All valid tickets will continue to be accepted as they would have been on Virgin Trains East Coast services.

Q. I have a ticket for Grand Central or Hull Trains. Am I affected by the change of operator?
Your ticket(s) is still valid and you do not need to change your journey plans.

TIMETABLES AND TRAVEL

Q. Will timetables change as a result of the change in operator?
No, trains will continue to run as normal and no disruption is expected as a result of the change in operator. The timetable and train times scheduled will remain the same under LNER.
Any planned engineering works will still go ahead so services will be impacted on those dates as planned. You should check the LNER website before you travel for journey updates.

Q. Will I still be able to claim compensation if my train is delayed?
Yes, you are still entitled to claim compensation for journeys that are delayed by 30 minutes or more on the route. You can find out more about Delay Repay on the LNER website.

Q. Will food and drink still be available on the train?
Yes the catering on trains will carry on as normal.

Q. Can I still bring my bike?
Yes the arrangements for carrying bikes, luggage, dogs etc. will stay the same.

Q. What about seat reservations?
Just like your tickets, your reservation will stay the same and remain valid.

Q. I have booked assisted travel. Do I need to re-book?
No you do not need to rebook. All your travel arrangements will all be carried forward and the change of operator will not affect your journey.

Q. I have an outstanding compensation claim with Virgin Trains East Coast. Will I still receive a compensation payment?
Passengers will continue to be able to claim delay compensation. The Operator of Last Resort (OLR) will deal with delay claims going forwards regardless of the date of travel to which it relates. Any other claims for compensation, such as claims arising out of accidents at stations, will be handled by the OLR regardless of the date that they relate to.

Last updated:   03 July 2018