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COVID-19 Ticket Refund Update

FASTEST REFUND OPTIONS

If you are eligible for a full refund due to the pandemic, the fastest way to process a refund will be at one of our station ticket offices, where social distancing measures are in place. If you can't get to a station, then please contact our Customer Contact Centre

  • If you originally purchased your ticket online or on our App, please call our Web Support Team to change your journey for free. Tel: 0345 600 7245 (option  6). Open Monday to Friday 08:00 - 16:00 an answer phone is available outside of these times. Phone lines may be busy at the moment due to COVID-19 enquiries so please contact them via email if this is more convenient refunds@stanstedexpress.com
  • If you purchased your ticket at Stansted Express stations or from a ticket machine, please contact contactcentre@greateranglia.co.uk to change your journey free of charge.
  • If you prefer, we can provide you with a refund form for Rail Travel vouchers, which can be used to purchase a ticket at a later date. To apply for Rail Travel vouchers whether you bought online or at a station, please contact our contactcentre@greateranglia.co.uk

NON-STANSTED EXPRESS REFUNDS

If you bought a ticket from a non-Stansted Express or Greater Anglia ticket office or online retailer then you will need to contact whoever sold you the ticket to arrange the refund.

REMOTE REFUNDS AND SUPPORT

If you need any other guidance on refunds please contact our Customer Contact Centre.

SEASON TICKETS

Unexpired Season Tickets can be refunded at any time. Refunds can be backdated if you provide sufficient proof of illness.

To request a refund, please visit one of our ticket offices. Please view social distancing measures we have put in place on our trains and stations before visiting.

Annual Season tickets with more than 7 weeks remaining are entitled 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.

ANNUAL SEASON TICKETS PURCHASED WITH A COMPANY CHEQUE

If you paid for your annual season ticket with a company cheque you will need to provide a letter from your employer on headed company paper confirming the refund can be credited directly back to you.

This can be taken to the ticket office where you purchased your season ticket along with your ticket.
If the refund is to be credited back to your employer please provide a letter on headed company paper with BACs details:

Account name: (i.e. Abellio East Anglia Ltd)
Sort Code: (i.e. 20-00-00)
Account number: (i.e. 12345678)
Bank: (i.e. Barclays)

RAILCARDS

There is currently no change to the validity period, discount and expiry dates for annual railcards but this is being reviewed at the moment. Please keep checking here or the railcard website for the latest information.

RAIL TRAVEL VOUCHERS

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.

CAR PARK SEASON TICKETS

If you have purchased a season ticket for parking at a Greater Anglia car park, please contact customer.services@dashcardservices.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 NCP online contact us page.

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.

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