Conditions of Travel

Tell us how we’re doing

Are there any parts of our service you particularly like, or dislike? Tell us about them. We’re happy to hear any ideas that will help us to make your journey better.

You can email customerrelations@abelliogreateranglia.co.uk or call us on 0345 600 7245 and select option 8. We’re open:

Monday to Saturdays: 08:00 to 20:00
Sundays: 10:00 to 20:00
Bank Holidays: 09:00 to 18:00

If you prefer, you can write to us at:

Customer Relations
Stansted Express
Norwich Station
Station Approach
United Kingdom

Comments about stations or other train operators

If you’ve got a comment about either Tottenham Hale or Stansted Airport station, or services run by other train operators, visit the National Rail website.

Your rights

Your rights and responsibilities when you travel by train in the UK are explained in the National Rail Conditions of Travel.

Find out more

Refunds and compensation

Find out if you’re eligible for a refund on our Refunds page. If you incur any other expenses as a result of a late or cancelled train — such as taxis, hotels and flights — you should claim these under your travel insurance.

There’s more information about refunds and compensation in our passenger charter.