loading

Coronavirus (COVID-19) Travel Update

dropdown-aboutus Important message

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 refunds@stanstedexpress.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.

 

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.

Reduced Stansted Express service until further notice

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.

icon-pdfDownload Full Revised Timetable

Check before you travel

You can check live departure and platform information on our Live Departures page. 

Compensation

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.

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.

Coronavirus ticket refund update

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.

Walk-up tickets (Singles and Returns, not Advance)

  • If you have a walk-up ticket, bought at a Stansted Express station or from the Stansted Express website or app, but you decide not to travel, you can receive a full refund, with no admin fee. This applies to any tickets already booked and any new bookings made between now and 31 May 2020.
  • If you have bought a ticket online you will be able to request a refund online. No fee will be charged. Simply Email your original booking confirmation plus your request for a refund to refunds@stanstedexpress.com.
  • If you have purchased your tickets booked from a non Stansted Express ticket office or online retailer then you will need to contact whoever sold you the ticket to arrange the refund.

Advance tickets

  • Advance tickets purchased prior to 07:00 Monday 23 March 2020 can be refunded in full with no admin fee.
  • You can also change the date of travel for a future date free of charge (the normal £10 admin fee will be waived). However, there are no refunds on these tickets if you decide not to use them. When changing the date, any difference in fare will still be charged, you can only change for a date that is up to 12 weeks ahead. No refund will be given if the new journey results in a lower fare.
  • The origin station, destination station and operator must remain the same. Travel can be re-booked up to 31 August 2020, but note that Advance bookings open 12 weeks in advance of a travel date. The fee free changes apply as travel dates become available 12 weeks in advance.

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.

Hey you. Don't want to miss out on our exclusive offers?

Get our newsletter and be the first to hear about special promotions, latest updates and competitions (you'll receive cool stuff, promise)

Sign Up Now