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Refunds

To apply for a refund

Depending on where and how you bought your ticket, there are different ways to claim a refund.

All payments are made based only on circumstances expressly permitted in the National Rail Conditions of Travel. Please note that a £10 administration charge may be applicable.

For tickets purchased online

Advance offer tickets are non-refundable and non-exchangeable. If you wish to claim a refund or cancel any other e-ticket (Standard Class, First Class, Business Plus, GroupSave, WebDuo) booked online via stanstedexpress.com, please forward your original booking confirmation email received at the time of booking to stexrefunds@abelliogreateranglia.co.uk.

For tickets purchased from the ticket office

If you wish to claim a refund for a ticket purchased from the ticket office, please send the unused tickets to the below address. To ensure the refund is processed as quickly as possible, please include your name and contact details.

Refunds & Business Travel Department
Greater Anglia Shared Service Centre
Freepost RSRZ-SSUJ-UEBG
The Octagon
27 Middleborough
Colchester CO1 1TG
United Kingdom

For tickets bought from an agent

To claim a refund, return your ticket to the agent no more than 28 days after the ticket expires. Alternatively, you can pick up a refund application form from our ticket offices which you should complete and forward to that agent (together with the unused ticket).

Delay Repay

If you are delayed you may be entitled to compensation under the Delay Repay scheme. Click here for details.