Contact us

We want you to have the best journey possible so if you have a question, lost an item, or want a refund, we’re here to help.

How to Contact Stansted Express

Before getting in touch, you might be able to find the answer you’re looking for in our Frequently Asked Questions. If you still need help, here are some different ways you can reach out to us:

For questions🤔

Ask us on Facebook or X

For refunds🔄

How to request a refund

For Delay Repay🕒

How to claim compensation

Lost something?☂️

Report your lost property

Need assistance?♿

How to request assistance

Share feedback💬

Take our short survey.

For complaints

Contact our Customer Relations team

Email: [email protected]
Post: 'Freepost GREATER ANGLIA CUSTOMER RELATIONS'
Telephone (English): 0345 600 7245 (Select Option 8)

Open: Monday to Saturday: 08:00-20:00, Sunday: 10:00-20:00, Bank Holidays: 09:00-18:00.

Important Information when Contacting Us

Please do not send us images of passports, payment cards, IDs or other personal information. We'll let you know if we need anything from you and how to send it.

Stansted Express Customer Policies

Learn about our commitments to you in our Passenger Charter, what you should expect from us in our Complaints Handling Procedure, and the terms of travel in the Conditions of Travel.

The Rail Ombudsman

If you're not happy with our final response to your complaint, or received what is sometimes referred to as a 'Deadlock Letter'. Or, we have not resolved your complaint within 40 working days of having received your complaint or it is within 12 months of any final response from Stansted Express. Then you may wish to contact The Rail Ombudsman for further information, advice or to ask them to take up your complaint.

Website: www.railombudsman.org
Telephone: 0330 094 0362
Textphone: 0330 094 0363
Email: [email protected]
Twitter: @RailOmbudsman
By Post: FREEPOST – RAIL OMBUDSMAN