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

  • 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 Travel.

    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 travel: You should forward the booking confirmation document that was emailed to you when the booking was made to stating that you wish to cancel your booking. No email application will be considered unless the original booking confirmation is attached.

    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?

  • VAT receipts

  • Can bikes be carried on Stansted Express services?

  • Hotel bookings

  • Theatre tickets

  • How do I get Airport security FastTrack pass access with my First Class ticket?