Coronavirus (COVID-19) Travel Information

by Chris Ford | Mar 18, 2020

Your safety, wellbeing and ability to get to your destination on time are our top priorities. Stansted Express is following guidance from Public Health England relating to Coronavirus (COVID-19). The outbreak is rapidly changing, and we’re committed to keeping you informed should circumstances change in the future.

What Stansted Express is doing to protect customers

Since the start of the coronavirus or COVID-19 outbreak, we have taken steps to ensure the safety and wellbeing of customers and staff and to reduce the spread of coronavirus.

We have:

  • Increased the cleaning of our trains and stations, including grab rails, door handles and buttons, tables, ticket machines and the other areas that are most commonly used.
  • Asked staff to make additional checks to replenish soap and toilet roll in the toilets on trains and at stations
  • Begun resourcing additional cleaners to further enhance our cleaning regime
  • Put up NHS posters around stations reminding staff and customers to wash their hands regularly with soap and water.

To ensure everyone’s safety, if you have coronavirus symptoms, are self-isolating or have been advised to self-isolate by the NHS, please do not board Stansted Express services and make alternative travel arrangements.

We’ll keep you informed with further updates.

Can I travel by train during the coronavirus outbreak?

Yes, but please note that the Government is asking everyone to avoid all non-essential travel. We will do everything we can to make sure you get to where you need to be safely and on time.

What are we doing to keep the trains and stations clean?

We clean our trains and stations every day, using disinfectant cleaners. We are prioritising cleaning the surfaces that most people touch, such as grab rails and door buttons, and the areas that most people use – at trains and at stations - including toilets, ticket offices and ticket gates. We’re also replenishing soap and toilet roll at every opportunity, regardless of how full they are, and we’re checking dispensers are working.

Water in our taps and toilets comes from tanks on trains – and we’re doing our best to keep those tanks topped up between journeys whenever possible.

Please help us to maximise the time we can spend on cleaning by throwing away your rubbish in bins or taking it with you and not leaving it on tables, seats or floors. Thank you!

What you can do to protect yourself

The most important thing you can do to protect yourself and others from the coronavirus is to follow the advice from the NHS. That is to:

  • always wash your hands when you get home or into work
  • use hand sanitiser if soap and water are not available
  • cover your mouth and nose with a tissue or your sleeve when you cough or sneeze
  • put used tissues in the bin straight away and wash your hands afterwards
  • avoid touching your eyes nose or mouth if your hands are not clean
  • try to avoid close contact with people who are unwell

If you have a fever or a new continuous cough, please stay at home for 7 days, go to the NHS website and follow the specialist medical advice. If you start to feel ill on the train, please get off at the next station and let our staff know. It’s quicker to get help to you at a station than on the train.

Refunds

We appreciate that you may need to re-think your travel plans. That’s why we’re implementing a flexible booking policy, waiving fees to change your travel date on all existing and new bookings until further notice.

Walk -up tickets

If you change your plans and choose not to travel, you can get a full refund through the retailer where you bought the ticket. Further information is available on our Refund Policy Update page.

Advance tickets

No refunds will be given on Advance tickets. However, customers can change their date of travel free of charge (the usual £10 admin fee will be waived). Any difference in fare should still be charged. No refund will be given if the new journey results in a lower fare.

Useful links

Symptoms of coronavirus and Government advice about it can be found here: https://www.nhs.uk/conditions/coronavirus-covid-19/

Find out more about how we’re working together with other train companies to support the efforts to delay the spread of coronavirus, and to keep services running as normal, on the National Rail Enquires website.

Find out how to get a refund.

Find the most up-to-date information about Stansted Airport on London Stansted Airport’s website.

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