Struggling to change LNER ticket

[Deerfold]

I'm sure changes to tickets should be simpler than LNER make them.



I'm traveling this afternoon and trying to change my ticket to an earlier time.



I've got my tickets as a PDF which should be easy to cancel.



However the times of my original train have changed slightly. So when I click on "amend/ cancel my tickets" I'm taken to a form. When I fill it in, it tells me they'll get in touch if I can change tickets. I thought it was going to let me choose a new journey. I did that over 90 minutes ago.



My journey is now in under 3 hours and I'd like to make it earlier. There's advances at the same price I paid. I'm aware of the change fee and prepared to pay it but can't find any way to let LNER know what I'm doing without being charged for both tickets.



Whilst I'm doing this the possibility of a nicely priced earlier ticket is evaporating.

Any advice appreciated.

 

[Bungle73]

They aren't charging a fee atm. When I did it recently I had to first book a new ticket for the different journey, and then fill in a form to claim a refund for the original tickets. There should be something about it on their website.

 

[Deerfold]

They aren't charging a fee atm. When I did it recently I had to first book a new ticket for the different journey, and then fill in a form to claim a refund for the original tickets. There should be something about it on their website.

They aren't if you change before 6pm the night before.

I'll try and find the right form. It's certainly less obvious than it should be (given there is a button that says 'change journey' on my original booking).

 

[FatContr0ller]

Any booking office can change tickets...
I've done it often for e-tickets, its a pain on my TIS, but can be done just as easy as a paper ticket once you know the trick, currently my TOC isnt charging the 10 quid COJ fee either

 

[Deerfold]

Any booking office can change tickets...
I've done it often for e-tickets, its a pain on my TIS, but can be done just as easy as a paper ticket once you know the trick, currently my TOC isnt charging the 10 quid COJ fee either

I usually get told to change them where I bought them when I try that.

Even when it's the same company they direct me to their website.

 

[Wallsendmag]

Change it at the station, all our Travel Centres can change eTickets now

 

[Deerfold]

Change it at the station, all our Travel Centres can change eTickets now

Bit late for that.

They couldn't last time I tried.

Is that publicised anywhere? It didn't come up as an option as I tried to find out what to do on your website.

Is there a reason you can't do it as easily as on your old website?

 

[Haywain]

Bit late for that.

They couldn't last time I tried.

Is that publicised anywhere? It didn't come up as an option as I tried to find out what to do on your website.

Is there a reason you can't do it as easily as on your old website?

Old website? That was at least 5 years ago.

 

[FatContr0ller]

I usually get told to change them where I bought them when I try that.

Even when it's the same company they direct me to their website.

Laziness by staff unfortunately.
I've got the reputation in my 3.5 years of being in the booking office of being a "know-all" as I try to actually solve pax problems instead of fobbing them off. Can't say for every TOC, but after a few teething problems with recognising alphanumeric references, our TIS quite happily lets us excess or change basically any type of ticket. Of course you end up with a paper stock coupon instead of a e coupon, but thats coming down the line apparently.

 

[Deerfold]

Old website? That was at least 5 years ago.

Yes. So I'm surprised that the new one still can't match that functionality.

 

[Wallsendmag]

Bit late for that.

They couldn't last time I tried.

Is that publicised anywhere? It didn't come up as an option as I tried to find out what to do on your website.

Is there a reason you can't do it as easily as on your old website?

We didn’t sell eTickets on the old website. We've only introduced the ability to X/S Barcoded ticket into Travel Centre in the last few weeks.

 

[Deerfold]

We didn’t sell eTickets on the old website. We've only introduced the ability to X/S Barcoded ticket into Travel Centre in the last few weeks.

No. But I could buy a ticket for TOD and if I hadn't collected it, I could simply change it online for £10. With e-tickets being cancelable, I've no idea why it can't be that easy with those (or with uncollected TOD tickets) as it was years ago.

I don't really care what type of ticket I have. I care about functionality, however it's achieved.



Addition 02 November 2021:

I'm happy to report than LNER have refunded my original ticket.

There's nothing on your website I can see that lets people know you can change tickets bought online there.

Refunds and Ticket Changes

Need to change or refund your ticket? No problem. All the information is right here.

www.lner.co.uk

As you previously couldn't, I'm not sure how passengers are supposed to know this has changed.

I'd still like to be able to change my ticket without having to buy a new one and then get a refund before I get to the station.