Refunds
You can refund our single and return tickets within 28 days after they expire. And, there may be a £10 admin fee whether or not your claim is successful.
Our Advance tickets are non-exchangeable and non-refundable. You can however choose to upgrade your refund terms for an additional fee while booking online.
How to make a refund claim
For tickets bought online
Email your original booking confirmation plus your request for a refund to [email protected].
Please don't send us images of passports, credit or debit cards, or any other information that is personal to you. You'll be contacted if more information is needed.
For tickets bought at a ticket office
Send your unused tickets, with a note of your name and address, to:
Refunds Department
Greater Anglia
The Hub
Colchester North Station
Colchester CO1 1JS
United Kingdom
Please don't send us images of passports, credit or debit cards, or any other information that is personal to you. You'll be contacted if more information is needed.
For tickets bought from another website or ticket seller
Get in touch with your original retailer to request a refund. Refund information should be available on their website.
Delay repay — compensation if your train is delayed
If your train is delayed by 15 minutes or more, you can claim money back on a valid ticket. The amount you receive will depend on the length of delay:
| Length of delay |
Compensation |
| 15 to 29 minutes |
25% of the cost of your one-way ticket or 12.5% of the cost of your return ticket |
| 30 to 59 minutes |
50% of the cost of your one-way ticket or 25% of the cost of your return ticket |
| 60 to 119 minutes |
100% of the cost of your one-way ticket or 50% of the cost of your return ticket |
| 120 minutes or longer |
100% of the cost of your ticket |
Find out more about delay repay.
How to make a delay repay claim
- Make a claim online
- Claim by post — download a claim form and send it to "Freepost GREATER ANGLIA CUSTOMER RELATIONS"
- Please don't send credit/debit card or bank information as part of your claim. We'll get in touch if we need more information and how to send this.
What you need to know about delay repay claims
- You must claim within 28 days of the delay
- Claims are not normally accepted if you were told in advance of your journey that there would be a delay
- Making a claim does not guarantee that you will get compensation, and does not affect your legal rights
- Compensation isn’t usually offered during periods of pre-planned engineering works and when replacement bus services are used
- You must complete all relevant sections of the claim form
- We usually make compensation payments within 14 days of approving your claim
Compensation for other losses
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.
Customer Relations
You can also get in touch with our Customer Relations team via telephone on 0345 600 7245, selecting Option 8 at the prompt. Or by email to [email protected].
Phone lines are open between:
- Monday to Saturday: 08:00-20:00
- Sunday: 10:00-20:00
- Bank Holidays: 09:00-18:00
- Christmas and Boxing Day: Closed
Please don't send us images of passports, credit or debit cards, or any other information that is personal to you. You'll be contacted if more information is needed.
We will reply to all complaints, comments and claims in a timely and helpful way, addressing each substantive issued raised and acting to put problems right, which may include providing a reasonable level of compensation or may involve us giving your examples about how we have worked to improve aspects of our service based on customer feedback.
As a consumer you may be eligible for different compensation if Stansted Express have failed to provide a standard of service, or to put things right. Nothing set out is intended to limit or exclude your legal rights in these circumstances.
Useful Info
More information about refunds and compensation can be found in our Passenger's Charter booklet and the National Rail Conditions of Travel.
