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 email@example.com. For tickets bought at a ticket office or from an agent, please see our Refunds and Compensation page.
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.
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.
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.
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.
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!
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:
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.
Stansted Express train services will operate an hourly service between London Liverpool Street and Stansted Airport. This is expected until further notice.
Stansted Express is making this change in order to provide a reliable and consistent timetable, taking into account some of our staff may need to self-isolate. It also reflects the significant reduction in the numbers of passengers travelling. 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, so please check before you travel.
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 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.
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.