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.
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.
Email your original booking confirmation plus your request for a refund to firstname.lastname@example.org
Send your unused tickets, with a note of your name and address, to:
Colchester North Station
Colchester CO1 1JS
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.
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 delay||Compensation|
|15 to 29 minutes||25% 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|
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.
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:
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'
We have not resolved your complaint within 40 working days of having received your complaint
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
Our Contact Centre team are available:
Monday to Friday 08:00 – 20:00
Saturday and Bank Holidays 08:00 – 13:00
(excluding Christmas Day)
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