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Important message

You’ll find answers to the most frequently asked questions on our website, but if you need to talk, we’re here to help.

For complaints or compensation claims, please don't send us images of passports, credit or debit cards, or other information that is personal to you. We'll let you know if we need anything from you and how to send it to us.

If you would like to apply for a refund, we highly recommend contacting us online where possible. For tickets purchased online, simply email your original booking confirmation plus your request for a refund to [email protected].

For tickets bought at a ticket office or from an agent, please see our Refunds and Compensation page.​

Ways you can contact Stansted Express

To make a complaint or leave feedback contact Customer Relations: [email protected]

We think it is important that you have the chance to tell us when things have gone wrong. We will make every effort to provide you with answers and say sorry when we have made mistakes. We will provide reasonable compensation where it is appropriate. 

We have lots of information on this website to help provide some answers to frequently asked questions.

You can also access our Passenger Charter and Complaints Handling Procedure, as well as links to the National Rail Conditions of Travel from this site too.

Where things go wrong on our network, or where we cause you to change your journey plans, and if you are not happy with the service you had then we want to hear from you.

We think that it is important that you have the chance to tell us when things haven't gone smoothly. 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 in a fair manner. This does not limit or exclude rights you may have.

Please check our FAQ section for handy information on Stansted Express services.

Our Customer Relations team are available to contact via telephone on 0345 600 7245, selecting Option 8 at the prompt or by email to [email protected]

We will always do our best to help you with your enquiry.  If, however you are not happy after you have approached us then the information below details what you can do next.

If you're not happy with our final response to your complaint, or received what is sometimes referred to as a 'Deadlock Letter'. Or, we have not resolved your complaint within 40 working days of having received your complaint or it is within 12 months of any final response from Stansted Express. Then you may wish to contact The Rail Ombudsman for further information, advice or to ask them to take up your complaint.

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