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FAQs
What are the details for Customer Service?
For queries relating to your booking, train times or service information, please contact Customer Services on 0845 850 0150 (UK Only) or on +44 845 850 0150 (callers from outside the UK).
Our opening hours are 0800 - 2200 Weekdays, 0900 - 1800 Weekends.
Please be aware that our Customer Service staff can only respond to telephone calls and emails received in English. We apologise for any inconvenience this may cause.
I have made a purchase on-line can I cancel the booking?
No, bookings cannot be cancelled on-line. However you may apply for a refund under conditions specifically allowed for in the National Rail Conditions of Carriage. Should you wish to cancel your booking and your application meets these conditions, your claim should be directed as follows:
Application prior to ticket collection: You should forward the booking confirmation document that was e-mailed to you when the booking was made to stexrefunds@nationalexpress.com stating that you wish to cancel your booking. No e-mail application will be considered unless the original booking confirmation is attached.
Application after ticket collection: You should make written application to National Express, 2nd Floor Baron House, Neville Street, Newcastle, NE1 5DN, United Kingdom. You should include your ticket and the reason that a refund is required.
Refund administrative fee: A fee of £10.00 may be levied on refunds whether application is written or electronic.
Time limits: Your claim for refund must be made within 28 days of the expiry of the ticket's validity, no application will be considered after this.
Tickets can be collected at any time from 3 hours after the booking was made. Tickets can also be collected up to 30 days after the specified travel date.
However it should be noted that the validity of a ticket for travel will commence immediately upon collection so care must be taken to ensure that tickets are not collected in advance of the day that you actually want to travel.
I have not received a confirmation email yet?
Confirmation emails should arrive within ten minutes. If it has been longer than ten minutes, please call +44 (0) 845 850 0150 .
You will need to enter the confirmation number to retrieve tickets at the machines. Any credit/debit card is required to "activate" the machine but it does not have to be the card that the booking was made on.
If you experience any problems when trying to collect tickets from the machine, you should go to the Stansted Express Ticket Offices at either London Liverpool Street Station, Tottenham Hale Station or Stansted Airport Station. If the Ticket Office is closed at London Liverpool Street Station or Tottenham Hale Station, you should go to the platforms and speak to a Train Manager or Duty Manager who will be able to help you.
Can the tickets be posted to me?
The tickets cannot be sent out to you as they are automatically generated and stored in the Ticket machines for collection at either Stansted Airport Station, London Liverpool Street Station or Tottenham Hale Station.
Can tickets be used in either direction?
No. Travel must be in the direction in which is booked online.
What age applies to Child fares ?
Children under five years of age travel free. The Train Fares page contains the fare details for passengers aged between 5 and 15.
Is it possible to get a refund?
Refunds are permitted under certain circumstances (see National Rail Conditions of Carriage).
Please address any complaints in writing to:
National Express, 2nd Floor Baron House, Neville Street, Newcastle, NE1 5DN, United Kingdom.
How do I arrange Assisted Access?
We welcome any travellers who have special needs and those with disabilities, including wheelchair users and anyone with other mobility difficulties. Whether you need help boarding or alighting from trains, assistance with children or heavy luggage, or someone to meet you at a major station and guide you to a connecting service, we will be delighted to do all we can to make your journey as easy as possible.
Booking in advance (at least 24 hours before travel) enables us to ensure any arrangements can be made for assistance including car parking and other individual requirements. We can also advise other stations of your needs and time of arrival. We will offer compensation if the booked assistance is not provided. Please book your assistance by calling free on 0800 028 28 78 or by emailing nxea.assistedtravel@nationalexpress.com
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