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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?

  • Why have I not yet received a confirmation email?

  • How do I arrange Assisted Access?

    We welcome any travellers who have special needs and those with disabilities, including wheelchair users and anyone with other mobility difficulties. Whether you need help boarding or alighting from trains, assistance with children or heavy luggage, or someone to meet you at a major station and guide you to a connecting service, we will be delighted to do all we can to make your journey as easy as possible.

    Booking in advance (at least 24 hours before travel) enables us to ensure any arrangements can be made for assistance including car parking and other individual requirements. We can also advise other stations of your needs and time of arrival. We will offer compensation if the booked assistance is not provided. Please book your assistance by calling free on 0800 028 28 78 or by emailing

  • 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?