Due to the uncertainty caused by the outbreak of Coronavirus (COVID-19) in the UK, we are getting in touch to let you know about the measures we are putting in place to ensure safe travel on our trains and to give our customers flexibility with travel plans.
We also want to assure you that the safety and wellbeing of our customers and staff is our top priority.
Current NHS guidelines suggest most people can continue to travel on public transport, and go to work, school and other places.
As the situation evolves, we are continuing to follow advice from the UK Government and the NHS.
Please keep checking our website at lner.co.uk/travel-information/coronavirus-travel-information for the latest updates from LNER.
Book with LNER and travel with confidence
We want our customers to be able to book travel with confidence. As a result, to make it easy and to provide additional reassurance, for a temporary period (up to and including 30 April 2020) we won’t charge our customers to re-arrange their travel with us. So if your plans do change and you want to alter your booking you can do so easily and for free by contacting our Customer Services team at customers@lner.co.uk or by calling 03457 225 333.
If you buy or have already bought a ticket and want a refund, we're also making that easier for you too. You can claim a refund directly online here, by emailing customers@lner.co.uk or by calling 03457 225 333. We just ask that you apply for your refund by 30 April 2020.
What LNER is doing to protect our customers
Since the first case of Coronavirus in the UK, we have increased the frequency with which we clean both our trains and stations, including tables and trays onboard and self-service ticket machines in stations to reduce the spread of the Coronavirus.
In all our stations and onboard all of our trains, there is soap and hot water available in the toilets for customers to follow NHS advice to wash their hands for 20 seconds. If you come across a toilet with no soap, please alert a member of staff.
For now, as an additional measure, we will no longer be accepting reusable coffee cups in the Let's Eat Cafe Bar. Plus, in First Class, cups and spoons have been removed from tables and will be available on request from staff.
Train managers may also ask you to hold your ticket up for inspection rather than taking the ticket from you. Our staff have also followed advice from the NHS to wash hands more frequently for 20 seconds and have each been issued with personal hand sanitiser.
How to protect yourself and others
The most important thing you can do to protect yourself and others from Coronavirus is to follow the advice from the NHS. That is to:
• always wash your hands when you get home or into work
• use hand sanitiser gel if soap and water are not available
• cover your mouth and nose with a tissue or your sleeve (not your hands) when you cough or sneeze
• put used tissues in the bin straight away and wash your hands afterwards. Bins are available onboard our trains in the carriages, vestibules and toilets.
• try to avoid close contact with people who are unwell
• avoid touching your eyes, nose or mouth if your hands are not clean
If you are showing any Coronavirus symptoms, however mild, you should follow the latest NHS guidance and self-isolate. You should not travel on public transport.
We appreciate your patience and understanding as the situation evolves, and reassure you that you can book and travel with LNER with confidence.
Together we can reduce the spread.
Kind regards,
The LNER Team