Customer services

We're here to help you.

Never hesitate to get in touch with London Northwestern Railway if you need to. It's never been easier. We look forward to hearing from you!

If you wish to make a complaint or leave feedback contact Customer Relations.

Contact Customer Relations Claim for a Delay Book Assistance

Help with an Online Booking Lost Property Check our FAQs

Refunds & exchanges

Got something on your mind? Have a look at some of the most popular queries first in our frequently asked questions

If you can't find what you're looking for or just need a little extra help, please call our friendly team on 0333 311 0006. They're here to help with:

  • Telesales and journey planning (7-days a week: 8am - 10pm)
  • Online sales support (7-days a week: 8am - 10pm)
  • Assisted travel bookings and information (7-days a week: 8am - 10pm)
  • Customer relations queries (Monday to Friday: 7am - 7pm. Weekends and Bank Holidays: 8am - 4pm)

Please give us the opportunity to try to resolve your complaint. If you’re unhappy with the response you receive, you have the right to appeal to the Rail Ombudsman. The Rail Ombudsman is there to help resolve on going complaints between us and our customers. It’s free to use their services and they are independent of the rail industry. They don’t take sides, but just look at the evidence available. They will help us both to try to reach an agreement, but if this doesn't happen, they will make a decision based on the evidence they’ve received. If you agree with their decision, then we have to act on what they say.

You can appeal to the Rail Ombudsman if:

  • you’re unhappy with our final response to your complaint which will be contained in a letter or email (sometimes called a ‘deadlock letter’); or
  • we haven’t resolved your complaint within 40 working days of receiving it; and
  • no more than 12 months have passed since we sent you our final response.

There are some complaints that the Rail Ombudsman won’t be able to look into, for example if it’s about the way one of our services has been designed, industry policy, or if your complaint relates to an event which took place before the Rail Ombudsman service was established. If that’s the case, then they’ll contact you to let you know. If possible, they will transfer your complaint to another organisation that may be able to help you further, such as Transport Focus or London TravelWatch – the independent consumer watchdogs for the rail industry. They will independently review your complaint and where appropriate, follow things up on your behalf.

Contact The Rail Ombudsman

The Contact Centre team are available:

Monday to Friday: 09:00 – 17:00

Talk to us on social media.

We’re a social bunch at London Northwestern Railway

Find us at @LNRailway on X (formerly Twitter) for all the latest travel updates 24/7, 363 days per year (we're off on Christmas Day & Boxing Day).

Our social media team will also try to help you with any other general questions you may have about your journey with us.

Stay vigilant on social media

We’ve seen increased numbers of fake accounts pretending to be LNR on social channels (impersonation is the greatest form of flattery right!?). These fake accounts can sometimes even use our brand, similar profile names, bio, profile pic / cover photos and even copy the names / initials of our team when responding to your messages.

Make sure you are talking to the real London Northwestern Railway, check the account handle and history matches the below:

A few key points to note:

  • If we’re handling your complaint, we’ve got multiple ways to process your compensation and we’ll offer you a choice.
  • London Northwestern Railway does not have WhatsApp.
  • We’ll never just ask for your bank details or a phone number through our social channels.
  • You can choose not to provide these details over social media, instead you can email our customer relations team via the details on this contact page.
  • If you are unsure please do not give out any personal data. Contact us through our contacts page or through the links above to be confident you are speaking to us directly.

Rules of engagement

If you do wish to contact us via Social Media, then please play nicely and stick to our rules of engagement.

We're a small but committed team of social media pros, based right at the heart of the action in our operations control room in Birmingham.

What you can expect from us

  • We may need to follow up your question with colleagues around the business or escalate certain queries to a manager, so please bear with us.

  • Although we aim to answer every question individually, during times of major service disruption we may need to go into 'disruption mode'. This means that instead of responding to individual tweets, we will focus on tweeting out the latest updates for everyone's benefit - a much more efficient way of keeping you and others up to date.
  • Because we run so many trains a day we are unable to broadcast information on individual train delays.
  • We will keep you updated about planned engineering works station projects or special events that may affect your journey.
  • We will not sell you anything via Social Media
What we expect from you
  • Please don't get personal with members of our team - we are all here to try and help you. We will always be courteous and respectful and we expect to be treated in the same way
  • We understand that you can get frustrated when things go wrong, but repeated foul language, abuse and harassment will not be tolerated.
  • Please stick to the topic of the post when joining the conversation. We also ask that you do not spam or deliberately disrupt a conversation. We won't tolerate this type of engagement, and most of our followers don't want to read inappropriate comments. Whilst we don't want to block anyone on social media, we may have to do so in certain circumstances. We may also delete comments