Where things go wrong on our network, or where we cause you to change your journey plans, and if you are not happy with the service you had then we want to hear from you.
We think that it is important that you have the chance to tell us when things haven't gone smoothly. Give us the chance to put things right. We will make every effort to provide you with answers and where it is appropriate, we will provide reasonable compensation. When we look through or hear about a complaint, we consider it on its own merits.
As a consumer you have rights under the Consumer Rights Act 2015, and anything which we set out is intended to address complaints we receive, and claims made in a fair manner. This does not limit or exclude rights you may have.
Please check our FAQ section for handy information on Stansted Express services.
Our Customer Relations team are available to contact via telephone on 0345 600 7245, selecting Option 8 at the prompt or by email to [email protected].
We will always do our best to help you with your enquiry. If, however you are not happy after you have approached us then the information below details what you can do next.
