Coronavirus (COVID-19) Travel Advice
Coronavirus - Our safer travel pledge
You can travel with confidence on our trains and increasing numbers of people are doing just that. The advice from the UK Government is to work from home.
If you are travelling with us. we have a safer travel pledge to detail all the things we're doing to keep you safe. See below on 'how we're keeping you safe'. Your safety is important to us.
Travelling with Stansted Express Covid-19 travel advice.
View the Government's travel advice and information on other guidance linked to the coronavirus situation. The advice can be amended as the situation evolves, so please check for the most up-to-date information. Feel free to alss look through the National Rail Enquiries website.
Simple things to remember:
- Do not travel if you feel unwell or have symptoms.
- Wash your hands regularly.
- Avoid busiest times/routes.
- Keep a safe distance while travelling when possible.
- Wear a face covering unless you are exempt.
Plan ahead, consider others and stay safe.
What we are doing to keep you safe
The usual staffed stations, continue to have our colleagues present and will be available to help with any questions and concerns you have. You will find them at ticket offices, and on platforms, as well as customer service offices where available. Help points are also available at non staffed stations'.
Cleaning and hygiene
- Continuing to step up cleaning and sanitisation of our trains and stations, paying particular attention to high touch areas such as push buttons, door handles and grab rails.
- We've invested in cleaning equipment - fogging guns and vacuum backpacks.
- Keeping soap and water topped up in our toilets on stations and trains.
- Keeping toilets open wherever possible.
- Discouraging the use of cash when buying tickets. We can still accept cash if you have no other means of payment.
- Turnaround cleaning is carried out at terminus stations throughout the day in on train toilets and train interiors. This includes high touch point areas such as grab rails and washroom surfaces. Touchpoints are additionally sanitised overnight.
- Fogging is delivered to in-service trains at a frequency of 42 days following an interior heavy clean. Reactive fogging is also undertaken where a suspected case of COVID-19 has been reported. Testing is also undertaken for COVID.
Hand sanitisers are available at all staffed stations, but we encourage you to always carry your own.
- View our Social Distancing page for more information
- Floor markings, posters and taping off seating are in place at stations which make it clear how you can keep your distance.
Queuing and one-way systems are in place to limit the number of people on platforms or in stations at any one time.
We’re constantly monitoring the number of people using our train services to ensure there is capacity to enable social distancing.
Reminding people to socially distance on our trains through announcements.
You can check our Less Busy Trains information to check the busiest trains.
- Deploying staff at some busier stations to help you follow all appropriate social distancing guidelines.
- Following Government and Public Health England advice on keeping customers safe.
Before you travel
- Do not travel if you have any COVID-19 symptoms, self-isolating as a result of coronavirus symptoms, sharing a household or support bubble with somebody with symptoms or if you’re clinically extremely vulnerable and cannot shield during your journey and have been advised by the NHS test and trace service that you should self-isolate. Please refer to the NHS website for more information.
- Buy your ticket online or on our website before you get to the station preferably, so that you minimise your time at the station.
- We’re providing details of the busiest trains, so please check this information using our less busy trains tool
Other important information
- If the last train is full and you are unable to board it, or train service disruption causes you to miss a scheduled connection for the last train, we will seek to provide replacement transport to get you to your destination station. Please contact a member of station staff or use the customer information contact facility available at the station (usually via the ticket vending machine) to seek assistance.
- In the interest of your safety, when stations or trains are at full social distancing capacity, station teams may at times prevent customers from entering the station, platform or from boarding a specific service if social distancing is being severely compromised. If this occurs during service disruption, our control teams will decide on a train by train basis whether to remove scheduled stops to reduce the impact on social distancing as best as possible.
- You should not board trains that you feel are too full and that you feel may therefore not be safe to travel on. Instead, you should wait for another train or speak to a member of staff.
- Wear a face covering on our trains and at our stations. This is mandatory unless you're exempt. Failure to do so could lead to a maximum fine of £6,400.
- Follow all Government and NHS hygiene guidance: wash your hands, cough or sneeze into your elbow or tissue – and throw tissues in the bin.
- There is liquid soap available at our stations and on-train toilets and hand sanitiser units are available at Stansted Airport, Bishops Stortford, Harlow Town, Tottenham Hale and London Liverpool Street.
- Comply with our queueing and one-way systems.
- Sit apart form others on the train and spread out along the carriage. Sit near a window if possible.
- Follow instructions about how you can keep your distance – listen to announcements, read posters and follow floor markings.
- Don’t leave your rubbish on the train or at the station, unless it’s in the bin so that our cleaners can spend more time cleaning than litter-picking. If you’re wearing a face mask or gloves, please don’t discard them on the train or at our stations.
- Listen to our staff. They’re trying to keep us all safe.
- Stand back and let people off the train before you board the train.Use all available doors and move down the train. Please get on and off the train as quickly as you can.
- Don’t congregate at the front of the train on the approach to London Liverpool Street, or Stansted Airport.
- Only one person in a lift at a time, please.
- Although we encourage you to buy your ticket in advance and on our website for minimal contact, there are still ticket offices and ticket machines available at stations should you need to use them. Please use contactless where possible but cash will be taken.
- Reservations are not required on Stansted Express trains.
- The government has made the wearing of face coverings mandatory, unless exempt, in England on trains and at stations/transport hubs. Regulations for other nations differ, government guidance can be found here.
- There are exemptions for people with disabilities or certain health conditions, such as respiratory or cognitive impairments that make it difficult for them to wear a face covering, and for children under 11. Find out more here.
- Anyone not wearing a face covering who isn't exempt, is liable to receive a £200 finr for the first offence which will double at each offence up to a maximum fine of up to £6,400 from the Police or TfL. View more information.
- A face covering vending machine can be found at London Liverpool Street station and many of our staffed statins may provide you with one if needed..
You are temporarily able to remove your face covering to eat and drink on the train or at stations, as long as you social disatnce and replace your covering when finished.
- Our food and drink retailers may not be open, so remember to bring a bottle of water and any food you may need for your journey.
To make sure our staff can give you the best service and notify you if there is anything that will affect your journey we recommend booking assistance by 22:00 the day before travel, or 2 hours before your journey for the same day of travel.
For information and booking:
- Tel: on 0800 028 2878 (free of charge from landlines)
- Textphone and Minicom: 18001 0800 028 2878.
- From a mobile 0345 600 7245.
- Alternatively, you can submit a request online.
- If your journey is for travel beyond the Stansted Express services on other operators’ services, please book 24 hours before travelling so we can meet their notice period requirements.
We recognise that traveling during COVID19 is stressful, particularly for disabled people who may be worried about the availability of assistance. We want to reassure you that we’re still operating passenger assistance but it may be a little different from pre-pandemic times to keep you and our colleagues safe. Following the guidance below will help to keep us all safe and you moving.
- Staff and customers are required to wear face coverings unless medically exempt.
- If you need to lip read, please indicate to the member of staff who will step back and safely remove their face covering.
- Staff will maintain safe social distance until required to provide assistance, please respect that. We recognise that some disabilities such as visual impairment makes social distancing very difficult.
- If staff need to make contact with you, your luggage or mobility device they will sanitise their hands prior to contact and afterwards.
- Please ensure you’ve sanitised your hands if you need to make contact with a member of staff i.e. you’re being guided.
- If you need to use a station wheelchair, we will sanitise it prior to use and ask you to face forward whilst we push it.
- If a member of staff is laying a ramp, please provide them the space to do so safely.
- If you have any questions about your journey, please contact our assisted travel team for advice.
We also can provide turn up and go assistance to those who haven’t pre-booked.
Please be aware that travel restrictions and local circumstances linked to the coronavirus pandemic may be different in Wales or Scotland, so if you are travelling to destinations in the devolved nations, please check details before you travel.
If there are any restrictions affecting travel with Stansted Express after Covid Alert level restrictions are lifted, then we will continue to keep this section of our website updated with the latest information and useful links.
Stay in the know
We would strongly recommend following us on twitter @Stansted_Exp to keep up to date with train running information on the day.
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 the most up-to-date information about Stansted Airport on London Stansted Airport’s website.
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