Find answers to the questions we’re asked most often.
General
Can I use a screenshot of my ticket/barcode for travel?
Sorry, we can’t accept a screenshot of your ticket or barcode as a valid ticket for travel. Tickets must be presented in paper eTicket form if purchased via the website.
I have forgotten my password – what do I do?
From the ‘Log in’ screen, tap ‘Forgotten Password’ link and enter your email address. We will then send you a link that you can use to reset your password.
How long should I allow for check-in before my flight is due to depart?
Check-in times can vary depending on your type of flight, so we recommend you arrive with a sufficient amount of spare time to pass through check-in and security. Check-in times are usually confirmed on your ticket or itinerary, or alternatively by contacting your airline directly.
Does the train go to Stansted Airport?
The Stansted Express is a train service running between London Liverpool Street and Stansted Airport, stopping at Tottenham Hale on the way.
Does London Stansted have a train station?
Stansted Airport has a train station, making the train the most convenient way of getting to and from the airport as the station is only 2 minutes walk from the main terminal.
Which trains go to Stansted Airport?
The Stansted Express service runs between London and Stansted Airport. Other services run between Stansted airport and Cambridge, Ely, Leicester, March, Peterborough and Norwich.
Can you get to Stansted Airport by tube?
There is no direct Tube service between Stansted Airport and London, and the journey takes around 90 minutes - almost double the time it takes on the Stansted Express. Stansted Airport is outside of the TFL Zones, and is therefore not in any zone.
How long does it take to get to Stansted Airport by train?
London Stansted Airport is just under 40 miles from London, the Stansted Express train journey takes just 50 minutes, but can take as much as an hour in the car (assuming good road conditions). Taking the train is the most convenient method of transport to get to London Stansted from London, and with the rail station just 2 minutes walk from the terminal you don’t have any of the inconveniences of airport parking or getting a shuttle bus to/from the terminal.
How do I get from Stansted Airport to London? / How do I get from London to Stansted Airport?
The Stansted Express service connects London Liverpool Street to Stansted Airport and is the fastest and most convenient method of transport to and from Stansted Airport via Central London. The journey takes just 50 minutes, and the train station at Stansted Airport is just 2 minutes walk away from the main terminal.
Which London station goes to Stansted Airport?
The Stansted Express train service departs from London Liverpool Street Station, stopping once at Tottenham Hale Station before taking you directly to Stansted Airport. Trains run every 30 minutes during the day, and every 15 minutes during the early morning and evening. The airport train station is just 2 minutes walk away from the main terminal, making the train the most convenient way of getting to and from Stansted Airport.
How long does it take to get from Stansted to Liverpool Street?
The journey between London Stansted Airport and London Liverpool Street is just 50 minutes, and the Stansted train station is just 2 minutes walk from the terminal, making the journey by train the most convenient way of getting to and from Stansted Airport via London.
What time does Stansted Express start?
The first Stansted Express train departs Liverpool Street at 03:40am Monday to Saturday and 04:10am on Sunday.From Stansted Airport, Stansted Express trains start at 05:30am.
Tickets
Can you post my tickets to me?
No - online tickets are designed to be used on your mobile phone or tablet. If you prefer, you can download and print your ticket yourself.
I haven’t got my confirmation email yet. What should I do?
It should arrive in your inbox within 10 minutes. Check your junk or spam folder if you can’t see it – and if it’s not there, call us on 0345 600 7245 (option 8).
Can I use my tickets to travel in either direction?
No, your ticket is only valid for the direction you booked online.
Can I use my Oyster card to get to Stansted Airport?
You can only use your Oyster Card on the Stansted Express on journeys between London Liverpool Street and Tottenham Hale. If you are travelling to or from Stansted Airport you will need to buy a ticket that covers you for the whole journey that you are making on the Stansted Express.
Can you buy an Oyster card at Stansted Airport?
There is an Oyster Ticket Shop at Stansted Rail Station, but you cannot use your Oyster card between Stansted Airport and Tottenham Hale.
Can I buy a train ticket at Stansted Airport?
There is a train ticket machine located in Stansted Airport Station, or you can purchase tickets from the Rail Information desk. The cheapest way to buy tickets for the Stansted Express service is online.
Can I pay by contactless?
Unfortunately, contactless cannot be used on Stansted Express services, including replacement coaches. You must buy a ticket before you travel.
Booking
How do I get my ticket?
Book online up to six months in advance, and at least 2 hours before the time you travel. When you book online, we’ll send your ticket by email and you can choose how to use it.
- Use Apple Wallet- tap the button in the email to add your ticket to Apple Wallet
- Add to Google Pay
- Print the PDF- prefer paper? Just print the PDF attached to your confirmation email
Will you issue a VAT receipt?
No. There’s no VAT charged on train travel in the UK – so we can’t issue a VAT receipt.
Who can I speak to about my hotel booking?
If you made your booking through Stansted Express, you can:
- Speak to the hotel directly — their contact information is in the hotel confirmation email
- Contact Booking.com — on +44 20 3320 2609 or at theBooking.com contact us page
Who can I speak to about my theatre ticket booking?
If you made your booking through Stansted Express, you can contact Encore by phone on +44 (0)20 7492 1500 or email: [emailprotected].
What payment cards can I use?
We accept payment by all major credit and debit cards, except Maestro. You can also pay by PayPal, Google and Apple Pay.
Refunds
I bought my tickets online, can I cancel them online?
Sorry, you can’t cancel a booking you made online.
But you might be eligible for a refund under conditions specifically allowed for in theNational Rail Conditions of Travel.
Cancel by email before your travel date
Once you’ve checked you are eligible for a refund, you can cancel your booking by email before the travel date on the ticket.
Email the original booking confirmation document you received when you made the booking to [emailprotected], stating that you wish to cancel your booking. We can’t consider your application unless you send us the original booking confirmation.
Please don't send us images of passports, credit or debit cards, or any other information that is personal to you. You'll be contacted if we need more information.
Can I get a refund?
It depends on the type of ticket you bought. Our Advance offer fares are non-refundable and non-exchangeable and are subject to limited availability.
You can upgrade your Advance ticket to a refundable booking for a small fee. Your refundable booking includes Covid-19 infections and many more reasons, find out more. Simply select the option to protect your Advance ticket when purchasing online.
For more detailed information on our refunds please go to our Refunds page.
There’s a £10 admin fee for all refunds.
Railcards
Can I use a Railcard for booking Stansted Express tickets?
Railcards can’t be used for booking Stansted Express tickets online. If you wish to use a railcard, please purchase your tickets at a Stansted Express ticket office.
Assisted Travel
How do I arrange assisted travel?
If you need help boarding or alighting from trains, assistance with children or heavy luggage, or someone to meet you at a major station and guide you to a connecting service, you can arrange assisted travel.
To make sure that our staff can give you the best service and notify you if there is anything that will affect your journey, we recommend booking assistance in advance, giving us a minimum of two hours notice where possible.
Our Assisted Travel Team operates 24h a day, 7 days a week. For information and booking use any of the following methods.
- Tel: 0800 028 2878 (free from landlines & mobiles)
- Text Type: 18001 0800 028 2878
- Tel: 0345 600 7245 (Option 4) or +44 345 600 7245 from outside the UK
- Email: [emailprotected] (Information Only)
- The Passenger Assist by Transreport App, is the new App for disabled people and their companions to request assistance for rail travel in Great Britain. Available for Android and Apple devices.
- Through our assisted travel contact form
Onboard
Can I take my bike on Stansted Express services?
We only allow fully folded bicycles on Stansted Express services.
Lost Property
What do I do if I have lost or left something on a Stansted Express train?
Get in touch
You can:
- Fill in anonline enquiry form
- Call us on 0345 600 7245 - select option 7
What we’ll ask you
You can help us speed up the process by providing this information:
- Your name and contact number
- The stations you got on and off at
- The day and time of your journey
- Where you were on the train - such as ‘the front carriage’ - or the station
- A description of your lost item — size, colour, make and any distinguishing features
What you need to know
Unless it’s perishable - such as food items - we keep all items left on our trains and stations for three months.
We charge a small fee for storing lost property items. We’re not liable for lost or stolen luggage.
Complaints
How do I make a complaint?
If you have a complaint, please make it in writing to:
[emailprotected]
Freepost GREATER ANGLIA CUSTOMER RELATIONS
Tel: 0345 600 7245 (Option 8)
Please don't send us images of passports, credit or debit cards, or any other information that is personal to you. We'll get in touch if we need more information and how to send it.
Contact Us
I’ve got a question. Who can I speak to?
If it’s about your booking, train times or service information, call us on 0345 600 7245 (or +44 345 600 7245 from outside the UK) and select option 8.
We’re open Monday to Saturday 08:00-20:00, Sunday 10:00-20:00 and 09:00–18:00 on Bank holidays.
We can only respond to phone calls and emails received in English. We’re sorry if this causes any inconvenience.
What if I'm not happy with how my complaint was resolved?
If you're not happy with our final response to your complaint, received what is sometimes referred to as a 'Deadlock Letter', your complaint wasn't resolved within 40 working days of us receiving it or it's within 12 months of any final response from us. Then you may wish to contact The Rail Ombudsman for further information, advice or to ask them to take up your complaint.
Online:https://www.railombudsman.org/
Telephone: 0330 094 0362
Textphone: 0330 094 0363
Email:[emailprotected]
Twitter: @RailOmbudsman
By Post: FREEPOST – RAIL OMBUDSMAN
