Published on: Thursday, 5 November 2020
Last updated: Thursday, 5 November 2020
Yes you can. If you need to get to work, school or college, you have a hospital appointment or caring responsibility, or you’re making a journey for other reasons allowed under the government guidance , then you can still travel by train – and you can be confident that you’ll be safe on our trains. You’ll be welcome and we’ll do all we can to make your journey smooth and straightforward. But you should aim to make fewer journeys if possible and travel at less busy times if you can.
If you are travelling with us, you can travel with confidence
We’re doing everything we can to keep you safe with our Safer Travel Pledge . We’ve stepped up the cleaning and sanitisation of our trains, using new powerful cleaning equipment such as fogging guns which spray a fine mist of disinfectant which clings to all surfaces. We’ve also got hygiene monitoring units which we use to test surfaces are free of as much biological residue as possible so that our sanitisation measures are as effective as possible. We’re paying particular attention to high touch areas such as push buttons, grab rails and door handles with frequent
We’re running a near normal service – so there is plenty of room to spread out and socially distance on our trains, especially since there are fewer passengers on our trains compared to before the pandemic. You can check when is the quietest time to travel by using our less busy trains page on our website which we update by constantly monitoring passenger numbers. We’ve also made it as easier for you to socially distance at our stations – with signs, floor markings and one-way systems so that you can keep at least one metre away from other people at the station.
What can I do to keep safe when travelling on Greater Anglia trains?
Do not travel if you have any symptoms of Coronavirus, such as a high temperature, a new continuous cough, or a change or loss to your sense of smell or taste.
We’ve done everything we can so that you can observe the Government’s "hands, face, space" advice.
At our staffed stations, we have free hand sanitiser, and we’re keeping soap and water topped up on all our trains and stations so you can wash your hands.
We need you to wear a face covering, please. It’s now compulsory for everyone to wear a face covering on our stations and trains – unless you’re exempt. Make sure your face covering covers your nose and mouth. Wearing a face covering helps stop the spread of the disease. Anyone not wearing a face covering who isn’t exempt could be fined up to £6,400. You can download an exemption badge to either print out or save on your mobile phone.
Please use the full length of platforms and trains. Stand back and let people get off before you board. Don’t walk down to the front of the train when you arrive at stations such as Liverpool Street or Norwich. If you’re travelling by yourself, you could consider sitting in a window seat, so you’re further away from anyone walking past.
You can spend less time at the station, by buying your ticket online or using the Greater Anglia app. It’s very easy to do – find out how here
Please download the NHS Covid-19 app and use it while you’re travelling on our trains.
I need assistance to complete my journey – will someone still be able to help me, if I need it?
Yes, of course, we’ll be happy to help you. If you need assistance, we will still help you, although it’s a little bit different since pre-Covid as we must make sure we keep you and our staff safe. Our staff will discuss with you what assistance you require and how they’ll do it maintaining social distance until the assistance is required. Our staff will wear a face covering while they assist you, but if you’re having difficulty hearing them or you need to lip read, they’ll remove it. If you need staff to push your wheelchair or handle your luggage, they’ll sanitise the handles first.
If you need sighted guiding, please sanitise your hands before making physical contact. We don’t expect you to wear gloves. Please wear a face covering, unless you’re exempt, and maintain a safe social distance until the member of staff is ready to help.
If possible, please pre-book your assistance to give us time to prepare.
I’d booked a trip before the lockdown and now I need to cancel it. How do I get a refund?
If you bought an Advance ticket before Sunday 1 November, for travel between 1 November and 2 December 2020, then you can change your booking, without charge. You can request either a ticket for another date or rail travel vouchers or e-vouchers, which are valid for 12 months.
Refund rules have not been changed for any other ticket type for this second lockdown, so the usual admin fees will apply.