You may make a reservation for individual travel or for any group travel for up to a maximum of eight people including children at any one booking. If you have special requirements or you require further assistance you should ring 0845 850 0150 (UK only) between the hours of 0800 - 2200 Weekdays, 0900 - 1800 Weekends. Callers from outside the UK please dial +44 845 850 0150. Alternatively you can contact us by email at nxea.customerrelations@nationalexpress.com.

The information on this website is an invitation to you make a booking online. No contract shall come into effect until we send out the confirmation of booking to you. Your booking or reservation will be confirmed by e-mail to the e-mail address which you provide when you make your online booking. The e-mail will set out all the details of your booking including date of the journey and the price of the ticket and your booking reference number.

We will only release possession of the ticket(s) to a named ticket holder. Our staff will only release the ticket(s) if you bring either the credit or debit card used in the booking transaction or your booking reference number provided in your confirmatory e-mail to the ticket collection point. Tickets cannot be collected on board the trains or from ticket offices.

We do not accept liability if you miss your train due to your failure to arrive at the station in sufficient time for you to collect your tickets prior to the departure of your train. If you are catching a flight, please ensure that you travel on a train scheduled to arrive at the airport in time to complete check in, security and other departure procedures.

If you are not satisfied with any aspect of our service or have any queries, you can contact us by writing to our Customer Relations Manager, Customer Contact Centre, Stansted Express, Grosvenor House, 112-114 Prince of Wales Road, Norwich, NR1 1NZ or via e-mail to nxea.customerrelations@nationalexpress.com. We will respond to any comments or queries within 7 working days.

You are not entitled to a refund on your ticket except in circumstances expressly permitted by the National Rail Conditions of Carriage. The procedure for applying for a refund is set out below.

(a) How to claim a refund

If you booked online and have not collected your ticket, you should forward the booking confirmation document that was e-mailed to you when the booking was made to nxea.customerrelations@nationalexpress.com stating that you wish to cancel your booking. No e-mail applications will be considered unless the original booking confirmation is attached.

If you booked online and have collected your ticket, you should apply in writing to Customer Contact Centre, Stansted Express, Grosvenor House, 112-114 Prince of Wales Road, Norwich, NR1 1NZ. You should enclose your ticket and explain the reason that a refund is required.

(b) Administrative fee

An administrative fee of £10.00 will be deducted from all refunds.

(c) Time limit

Your claim for refund must be made within 28 days of the expiry of the ticket's validity. Refund applications made after the time limit will not be considered.

(d) Payment of refund

All refunds will be paid in accordance with the National Rail Conditions of Carriage. Any refund due will be credited to the credit or debit card you used to book the ticket. If you receive a refund, your ticket will be cancelled and will not be valid for travel.

Details of the Stansted Express compensation scheme for passengers can be obtained from the Stansted Express Ticket Office.