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Refunds

dropdown-aboutus Important message

You’ll find answers to the most frequently asked questions on our website, but if you need to talk, we’re here to help.

We’re working hard to help all our customers who have been impacted by coronavirus (COVID-19). As a result, we’re currently experiencing extremely high call volumes so it may take longer than usual to speak to us.

If you would like to apply for a refund, we highly recommend contacting us online where possible. For tickets purchased online, simply email your original booking confirmation plus your request for a refund to refunds@stanstedexpress.com. For tickets bought at a ticket office or from an agent, please see our Refunds and Compensation page.

Coronavirus ticket refund update

The vast majority of refunds are being processed within 28 days of receipt, however a small number of refunds may take longer to process as we require additional information from our customers to successfully complete the refund.

Due to the current situation with the Covid-19 coronavirus we are changing the rules on refunds and changes to travel plans with immediate effect, in line with national rail industry policy.

If your refund claim has been submitted later than the normal deadline date as a direct consequence of an illness which specifically prevented earlier submission, your claim will still be accepted. 

Walk-up tickets (Singles and Returns, not Advance)

  • If you have a walk-up ticket, bought at a Stansted Express station or from the Stansted Express website or app, but you decide not to travel, you can receive a full refund, with no admin fee. This applies to any tickets already booked and any new bookings made between now and 31 May 2020.
  • If you have bought a ticket online you will be able to request a refund online. No fee will be charged. Simply Email your original booking confirmation plus your request for a refund to refunds@stanstedexpress.com.
  • If you have purchased your tickets booked from a non Stansted Express ticket office or online retailer then you will need to contact whoever sold you the ticket to arrange the refund.

Advance tickets

  • Advance tickets purchased prior to 07:00 Monday 23 March 2020 can be refunded in full with no admin fee.
  • You can also change the date of travel for a future date free of charge (the normal £10 admin fee will be waived). However, there are no refunds on these tickets if you decide not to use them. When changing the date, any difference in fare will still be charged, you can only change for a date that is up to 12 weeks ahead. No refund will be given if the new journey results in a lower fare.
  • The origin station, destination station and operator must remain the same. Travel can be re-booked up to 31 August 2020, but note that Advance bookings open 12 weeks in advance of a travel date. The fee free changes apply as travel dates become available 12 weeks in advance.

Season tickets

If you have a smart card season which you bought online or on the app please complete this online form. This includes journeys to zones 1-6, 2-6, 3-6, 4-6, 5-6 https://www.greateranglia.co.uk/form/smartcard-seasons-refund-request-form.

For refunds of paper seasons bought online or at ticket offices as well as Smart season tickets bought at ticket offices - please use this form https://www.greateranglia.co.uk/form/station-seasons-refund-request-form.

In the meantime, please be patient, our staff are doing their best in difficult circumstances. We've had so many enquiries it's too much for our telephone call handlers to process and customers were still waiting for their calls to be answered when the automatic cut-off disconnected them. We're really sorry if you were one of those customers - we know how frustrating it was.​

If you have bought a season ticket through Abellio Corporate Travel, you can find out more information on online refunds here - https://www.abelliocorporatetravel.com/refunds

The normal refund terms and conditions will remain the same. A £10 admin fee will still be charged. Please note until 11 May 2020, you will be able to backdate your refund claim to the last date you travelled, but no earlier than Tuesday 17 March 2020. From Tuesday 12 May 2020, these refunds can be backdated up to a maximum 56 calendar days from when they were submitted if customers were unable to travel due to the impact of Coronavirus. This will be a rolling 56-day backdating period, until further notice.

Please note that this is a consistent national approach which applies across all train operators in England.

Annual Season tickets with more than 7 weeks remaining are entitiled to a refund. Use this Season ticket refund calculator  to work out an estimate for the refund amount you'll get for an Annual or longer than one month Season Ticket.

Plus Bus seasons tickets can also be refunded. These can be backdated up to a maximum 56 days from the date they are submitted, if customers were unable to travel due to the impact of Coronavirus. This will be a rolling 56-day backdating period, until further notice.

Railcards

There is currently no change to the validity period and expiry dates for annual railcards. If that situation changes, details will be advised accordingly.

Rail Travel Vouchers

If you have a Rail Travel Voucher that has an expiry date between 17 March 2020 and 16 September 2020, this may be accepted for a maximum of 6 months after the original expiry date e.g. an RTV that expires on 10 June 2020, may continue to be accepted up to and including 09 December 2020. Where a voucher states that it can be exchanged for cash, this can also be done with expired vouchers.

Car Park Season Tickets

If you have purchased a season ticket for parking at a Greater Anglia car park, please contact customer.services@dashcardservices.com. If you have an account with them, you can log in here.

If you have any issues, please contact the NCP customer service team directly on 03450507080 or you visit the the NCP online contact us page - https://ncp.co.uk/help-centre/contact-us/.

If you purchased an annual car park season ticket and have been unable to use it due to the COVID-19 situation, NCP will extend the validity by four months. For example, if your ticket expires 30 June 2020, your ticket will be extended until 31 October 2020. NCP will continue to monitor and review the situation with Greater Anglia.

Scholar pass

If you purchased a scholar pass for the full academic year, please contact businesstravel@greateranglia.co.uk.

There are no refunds available for termly passes for the spring term.

Additional information

  • All Season Tickets can be refunded at any time. These refunds can be backdated up to a maximum 56 days from the date they are submitted, if customers were unable to travel due to the impact of Coronavirus. This will be a rolling 56-day backdating period, until further notice. This includes all seasons, including car parking and Plus Bus seasons.
  • Our web support team based overseas are unfortunately going into lockdown from 1800 on the 20th March 2020 for the foreseeable future. So where you cannot refund or change a ticket bought online yourself through your online account you will need to email sales.support.greateranglia@trainsfares.co.uk as the usual web support number will not work.
  • For any other enquiries, you can submit these via https://www.greateranglia.co.uk/contact-us/contact-forms/customer-relations.
  • Only contact us via email regarding non season refunds if you are within 72 hours of travel. This is to help ease the strain on the contact centre staff. Where possible we advise doing this yourself online where the option is available to you.
  • Refunding/Changing E & M-tickets - log in to change or refund E & M-tickets online.
  • Next Day Delivery - Royal Mail can no longer guarantee Next Day delivery. As a result of this, we’ve removed this delivery option.

Refunds and compensation

Stansted Express is committed to providing a customer complaint procedure that meets the needs and expectations of all its customers.

We recognise that customer feedback is essential to continuously improve our business, and your experience when you travel with us and welcome as well as act on the feedback we receive. Our Customer Relations team are available to contact via telephone on 0345 600 7245, selecting Option 8 at the prompt or by email to CustomerRelations@greateranglia.co.uk

We will reply to all complaints, comments and claims in a timely and helpful way, addressing each substantive issued raised and acting to put problems right, which may include providing a reasonable level of compensation or may involve us giving your examples about how we have worked to improve aspects of our service based on customer feedback.  As a consumer you may be eligible for different compensation if Stansted Express have failed to provide a standard of service, or to put things right.  Nothing set out is intended to limit or exclude your legal rights in these circumstances.

We have a specific Delay Repay compensation which can be accessed through this website, or by asking station staff for a paper form if you experience a delayed journey with us. The compensation scheme sets out how we will compensate for delays.

Advance offer tickets are non-refundable and non-exchangeable. You might be able to claim a refund for other ticket types if you decide to cancel your journey. Information about the circumstances where you can claim a refund is in the National Rail Conditions of Travel.

When you apply for a refund you may have to pay a £10 administration charge, whether or not your claim is successful.

Making a refund claim

For tickets bought online

Email your original booking confirmation plus your request for a refund to refunds@stanstedexpress.com

For tickets bought at a ticket office

Send your unused tickets, with a note of your name and address, to:

Refunds Department
Greater Anglia
The Hub
Colchester North Station
Colchester CO1 1JS
United Kingdom

For tickets bought from an agent

Get in touch with the agent, or pick up a refund application form from our ticket offices, and complete and forward this, with the unused ticket, to the agent.

Delay repay — compensation if your train is delayed

If you have a valid ticket, you can claim compensation if the service you’re on is delayed for 15 minutes or more. The amount you can reclaim under the delay repay scheme depends on the length of delay.

Length of delayCompensation
15 to 29 minutes25% of the cost of your one-way ticket or 12.5% of the cost of your return ticket
30 to 59 minutes 50% of the cost of your one-way ticket or 25% of the cost of your return ticket
60 to 119 minutes 100% of the cost of your one-way ticket or 50% of the cost of your return ticket
120 minutes or longer 100% of the cost of your ticket

How to make a delay repay claim

What you need to know about delay repay claims

  • You must claim within 28 days of the delay
  • We’ll not normally accept a claim if you were told in advance of your journey that there would be a delay
  • Making a claim does not guarantee that you will get compensation, and does not affect your legal rights
  • Compensation isn’t usually offered during periods of pre-planned engineering works and when replacement bus services are used
  • You must complete all relevant sections of the claim form
  • We usually make compensation payments within 14 days of our agreeing your claim

Compensation for other losses

If you incur any other expenses as a result of a late or cancelled train — such as taxis, hotels and flights — you should claim these under your travel insurance.

There’s more information about refunds and compensation in our passenger charter.

Other refunds and the Consumer Rights Act 2015

When our train services are disrupted our customers may be entitled to claim Delay Repay compensation under our Delay Repay scheme.

If you choose not to travel because of disruption on our network, then you may hand your ticket in for a refund (subject to terms and conditions of ticket issue) at your nearest staffed station or by following the procedure for refund set out when you purchased your ticket online. 

Where things go wrong on our network, or where we cause you to change your journey plans, and if you are not happy with the service you had then we want to hear from you.   We think that it is important that you have the chance to tell us when things haven't gone smoothly.  Give us the chance to put things right.  We will make every effort to provide you with answers and where it is appropriate, we will provide reasonable compensation.  When we look through or hear about a complaint, we consider it on its own merits. 

As a consumer you have rights under the Consumer Rights Act 2015, and anything which we set out is intended to address complaints we receive, and claims made in a fair manner.  This does not limit or exclude rights you may have.

There are many ways to contact Stansted Express including accessing our online comments form through this website.

We also have a specific disruption feedback survey for customers who are currently travelling or have travelled in the last 7 days.  This is another way that we are working to drive change, and we would be very pleased to hear your feedback.  This survey is not intended to replace our complaint handling process but is another mechanism by which you can tell us what you think:

https://abellioeastanglia.eu.qualtrics.com/jfe/form/SV_6RmHdsbGXUkbyHb

Please check our website FAQ section for handy information on Stansted Express services. Our Customer Relations team are available to contact via telephone on 0345 600 7245, selecting Option 8 at the prompt or by email to CustomerRelations@greateranglia.co.uk.  We will always do our best to help you with your enquiry.  If, however you are not happy after you have approached us then the information below details what you can do next.

The Rail Ombudsman

If you are not happy with our final response to your complaint, or you have received what is sometimes referred to as a 'Deadlock Letter'

or

We have not resolved your complaint within 40 working days of having received your complaint

or

It is within 12 months of any final response from Stansted Express

then you may wish to contact The Rail Ombudsman for further information, advise or to ask them to take up your complaint. 

Information about how The Rail Ombudsman works for customers is available by looking at the Quick Start Guide which has been produced by The Rail Ombudsman, alternatively follow the link to their website or contact them direct in the following ways:

Online Chat (via website): www.railombudsman.org

Telephone: 0330 094 0362
Textphone: 0330 094 0363
Email: info@railombudsman.org
Twitter: @RailOmbudsman

Our Contact Centre team are available:
Monday to Friday 08:00 – 20:00
Saturday and Bank Holidays 08:00 – 13:00
(excluding Christmas Day)

By Post: FREEPOST – RAIL OMBUDSMAN

Postal Address

Rail Ombudsman
1st Floor
Premier House
Stevenage
Hertfordshire

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