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FAQs

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

  • What is a m-ticket?

  • Collection from ticket machine at the station

  • How do I contact Customer Relations?

  • I have made a purchase online, can I cancel the booking?

    No, bookings cannot be cancelled online. However you may apply for a refund under conditions specifically allowed for in the National Rail Conditions of Carriage.

    If you wish to cancel your booking, and your application meets these conditions, please read the following:

    Where claims should be directed:

    Application prior to ticket collection: You should forward the booking confirmation document that was emailed to you when the booking was made to stexrefunds@abelliogreateranglia.co.uk stating that you wish to cancel your booking. No email application will be considered unless the original booking confirmation is attached.

    Application after ticket collection: You should make written application to Freepost RSRZ-SSUJ-UEBG, Refunds and Business Travel Department, Greater Anglia Shared Service Centre, The Octagon, 27 Middleborough, Colchester, CO1 1TG, United Kingdom. You should include your ticket and the reason that a refund is required.

    Refund administrative fee: A fee of £10.00 will be levied on all 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.

  • 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?

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  • Can bikes be carried on Stansted Express services?

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