You’ll find answers to the most frequently asked questions on our website, but if you need to talk, we’re here to help.
We’re working hard to help all our customers who have been impacted by coronavirus (COVID-19). As a result, we’re currently experiencing extremely high call volumes so it may take longer than usual to speak 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 firstname.lastname@example.org. For tickets bought at a ticket office or from an agent, please see our Refunds and Compensation page.
The health and wellbeing of our passengers and staff is our top priority. If you have to travel, we want to ensure that you are able to do so safely and with confidence. This is our safer travel pledge to you.
To help us keep you safe, you can...
You can find out more about what we’re doing to keep you safe here.
Your safety, wellbeing and ability to get to your destination on time are our top priorities.
Current Government advice is to avoid public transport. We would like to assure all customers that we are doing everything possible to keep you safe if your journey is necessary. There are also things we need you to do to help us help you travel safely.
Plan ahead, consider others and stay safe.
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.
You can help control coronavirus and travel safely by:
You should not travel at all if you:
If you need to travel by train, we will do everything we can to make sure you get to where you need to be safely and on time. Please familiarise yourself with the measures put in place to help safeguard people’s health:
We have a reduced timetable in place at the moment, as passenger numbers are down significantly. We want to provide the most reliable service possible for key workers and others who need to use our trains. From Monday 18 May, we will be running two trains an hour to and from Stansted Airport and London Liverpool Street.
The revised timetables will be updated once a week, usually on a Wednesday or Thursday and published here.
More information on what Stansted Express is doing to keep rail passengers safe during Covid-19 can be found here. We encourage that you become familiar with the measures we have put in place so that we can stop the spread and safeguard people’s health.
Download Revised Timetable - Saturday 04 July
Download Revised Timetable - Sunday 05 July
Download Revised Timetable - Monday 06 to Friday 10 July 2020
Due to the ongoing coronavirus situation the assisted travel support centre is operating under revised opening hours. For assistance planning your journey and to book assistance for your journey please call:
Monday to Friday between 08:00 – 18:00 on 0800 028 2878 (free of charge) or via Textphone and Minicom: 18001 0800 028 2878.
If you are calling after 18:00 and need assistance for next day travel or calling at the weekend for travel Sunday or Monday please contact the National Rail Enquiries support team on 0800 0223720.
Please remember government guidance is to avoid using public transport where possible.
You can also still travel if you haven’t pre-booked assistance.
If you need to speak to us about your booking, train times or service information, call us on 0345 600 7245 (or +44 345 600 7245 from outside the UK) and select option 8.
We can only respond to phone calls and emails received in English. We’re sorry if this causes any inconvenience.
You can check live departure and platform information on our Live Departures page.
If you arrive at your destination more than 15 minutes late, you can claim compensation through our delay repay scheme. You’ll need your ticket and journey details to make a claim. Please visit our Refunds page for more information.
We would strongly recommend following us on twitter @Stansted_Exp to keep up to date with train running information on the day.
Due to the current situation some station ticket offices may have reduced hours.
To cut down on time spent at the station and help us maintain social distancing, please buy your ticket online or using the Stansted Express app before you set off.
Open with amended hours:
The vast majority of refunds are being processed within 28 days of receipt, however a small number of refunds may take longer to process as we require additional information from our customers to successfully complete the refund.
Due to the current situation with the Covid-19 coronavirus we are changing the rules on refunds and changes to travel plans with immediate effect, in line with national rail industry policy.
If your refund claim has been submitted later than the normal deadline date as a direct consequence of an illness which specifically prevented earlier submission, your claim will still be accepted.
If you have a smart card season which you bought online or on the app please complete this online form. This includes journeys to zones 1-6, 2-6, 3-6, 4-6, 5-6 https://www.greateranglia.co.uk/form/smartcard-seasons-refund-request-form.
For refunds of paper seasons bought online or at ticket offices as well as Smart season tickets bought at ticket offices - please use this form https://www.greateranglia.co.uk/form/station-seasons-refund-request-form.
In the meantime, please be patient, our staff are doing their best in difficult circumstances. We've had so many enquiries it's too much for our telephone call handlers to process and customers were still waiting for their calls to be answered when the automatic cut-off disconnected them. We're really sorry if you were one of those customers - we know how frustrating it was.
If you have bought a season ticket through Abellio Corporate Travel, you can find out more information on online refunds here - https://www.abelliocorporatetravel.com/refunds
The normal refund terms and conditions will remain the same. A £10 admin fee will still be charged. Please note until 11 May 2020, you will be able to backdate your refund claim to the last date you travelled, but no earlier than Tuesday 17 March 2020. From Tuesday 12 May 2020, these refunds can be backdated up to a maximum 56 calendar days from when they were submitted if customers were unable to travel due to the impact of Coronavirus. This will be a rolling 56-day backdating period, until further notice.
Please note that this is a consistent national approach which applies across all train operators in England.
Annual Season tickets with more than 7 weeks remaining are entitiled to a refund. Use this Season ticket refund calculator to work out an estimate for the refund amount you'll get for an Annual or longer than one month Season Ticket.
Plus Bus seasons tickets can also be refunded. These can be backdated up to a maximum 56 days from the date they are submitted, if customers were unable to travel due to the impact of Coronavirus. This will be a rolling 56-day backdating period, until further notice.
There is currently no change to the validity period and expiry dates for annual railcards. If that situation changes, details will be advised accordingly.
If you have a Rail Travel Voucher that has an expiry date between 17 March 2020 and 16 September 2020, this may be accepted for a maximum of 6 months after the original expiry date e.g. an RTV that expires on 10 June 2020, may continue to be accepted up to and including 09 December 2020. Where a voucher states that it can be exchanged for cash, this can also be done with expired vouchers.
If you have purchased a season ticket for parking at a Greater Anglia car park, please contact email@example.com. If you have an account with them, you can log in here.
If you have any issues, please contact the NCP customer service team directly on 03450507080 or you visit the the NCP online contact us page - https://ncp.co.uk/help-centre/contact-us/.
If you purchased an annual car park season ticket and have been unable to use it due to the COVID-19 situation, NCP will extend the validity by four months. For example, if your ticket expires 30 June 2020, your ticket will be extended until 31 October 2020. NCP will continue to monitor and review the situation with Greater Anglia.
If you purchased a scholar pass for the full academic year, please contact firstname.lastname@example.org.
There are no refunds available for termly passes for the spring term.
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.