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FAQs

  • What is an e-ticket (Print at home)?

  • What is a m-ticket?

  • How do I contact Customer Relations?

    For queries relating to your booking, train times or service information, please contact Customer Relations on 0345 600 7245 (option 8) (UK Only) or on +44 345 600 7245 (option 8) (callers from outside the UK).

    Our opening hours are 08:00–20:00 Monday to Saturday, 10:00–20:00 Sunday, and 09:00–18:00 Bank holidays.

    Please be aware that our Customer Relations 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 online, can I cancel the booking?

  • Why have I not yet received a confirmation email?

  • How do I arrange Assisted Access?

  • Can tickets be used in either direction?

  • What age applies to Child fares?

  • Is it possible to get a refund?

  • How do I make a complaint?

  • Can the tickets be posted to me?

  • VAT receipts

  • Can bikes be carried on Stansted Express services?

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