Conditions of Travel

When things go wrong

We think that it is important that you have the chance to tell us when things don't go to plan. Whilst we work hard to make sure that our trains run to time and that everything is right for our customers, we know that sometimes things don't go to plan. Please tell us about your experience and give us the chance to put things right. We will make every effort to provide you with answers and where it is appropriate, we will provide reasonable compensation. When we look through or hear about a complaint, we consider it on its own merits.

As a consumer you have rights under the Consumer Rights Act 2015, and anything which we set out is intended to address complaints we receive, and claims made. This does not limit or exclude rights you may have.

We also have a specific disruption feedback survey for customers who are currently travelling or have travelled in the last 7 days. This is another way that we are working to drive change, and we would be very pleased to hear your feedback. This survey is not intended to replace our complaint handling process but is another mechanism by which you can tell us what you think.

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 [email protected] 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:

Freepost GREATER ANGLIA CUSTOMER RELATIONS

Please don't send us images of passports, credit or debit cards, or any other information that is personal to you. We'll get in touch if we need information from you and how to send it.

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

The National Rail Conditions of Travel set out the legal contract that you have with us when you purchase a ticket and travel with Stansted Express.

Find out more

Stansted Express welcome feedback and comments about all aspects of our service. We think that it's important that you have the chance to ask us about things you are unsure about. We will ensure that we are honest and fair when we respond to you We will make every effort to provide you with answers and where it is appropriate, we will provide reasonable compensation. When we look through or hear about a complaint, we consider it on its own merits.

As a consumer you have rights under the Consumer Rights Act 2015, and anything which we set out is intended to address complaints we receive, and claims made in a fair manner. This does not limit or exclude rights you may have.

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.

Customer Information Pledges

The rail industry’s Smarter Information, Smarter Journeys Programme wants to enhance your experience by improving information and its delivery. As a result, we've agreed a pledge in partnership with other train operators, Network Rail and the Rail Delivery Group which aims to:

Show that we care by putting our customers’ needs first
Commit to a set of guiding principles that will bring real consistency to the information we provide to customers when they choose to travel by train
Allow for enough flexibility across the network to ensure we meet all customers’ needs, which might be slightly different locally, whilst still maintaining consistency across the industry
Bring together good practice from across the railway - and other industries - to support customers during disruption and get them where they need to be as quickly as possible