Coronavirus (COVID-19) travel advice
Coronavirus – Our safer travel pledge
Please follow Government advice at each stage of restrictions being lifted. The advice from the UK government currently is to minimise travel. But you can now travel with us to see friends and family.
If you are travelling with us, we have a safer travel pledge to detail all the things we're doing to keep you safe. See below on 'how we're keeping you safe'. Your safety is important to us.
Travelling with Greater Anglia Covid-19 travel advice
View the government's travel advice and information on other guidance linked to the coronavirus situation. The advice can be amended as the situation evolves, so please check for the most up-to-date information. Feel free to also look through the National Rail Enquiries Q&A.
Simple things to remember
- Do not travel if unwell or have symptoms
- Wash your hands regularly
- Avoid busiest times/routes
- Keep a safe distance while travelling when possible
- Wear a face covering unless you are exempt
Plan ahead, consider others and stay safe.
Although we encourage you to buy your ticket in advance and on our app for minimal contact, there are still ticket offices and ticket machines available at stations should you need to use them. Please use contactless where possible but cash will be taken. Reservations are not mandatory nor available on routes and tickets where you would usually have a seat reservation.This is due to the introduction of a new fleet where it is currently not possible to provide reservations.
Please be aware that travel restrictions and local circumstances linked to the coronavirus pandemic may be different in Wales or Scotland, so if you are travelling to destinations in the devolved nations, please check details before you travel.
View government guidance:
The usual staffed stations, continue to have our colleagues present and will be available to help with any questions and concerns you have. You will find them at ticket offices, and on platforms, as well as customer service offices where available. Help points are also available at non staffed stations'
Cleaning and hygiene
- Continuing to step up cleaning of our trains and stations, paying particular attention to high touch areas such as push buttons, door handles and grab rails.
- We've invested in cleaning equipment - fogging guns and vacuum backpacks.
- Keeping soap and water topped up in our toilets on stations and trains.
- Keeping toilets open wherever possible.
- Discouraging the use of cash when buying tickets. We can still accept cash if you have no other means of payment.
- Turnaround cleaning is carried out at terminus stations throughout the day in on train toilets and train interiors. This includes high touch point areas such as grab rails and washroom surfaces. Touchpoints are additionally sanitised overnight.
- Fogging is delivered to in-service trains at a frequency of 42 days following an interior heavy clean. Reactive fogging is also undertaken where a suspected case of COVID-19 has been reported. Testing is also undertaken for COVID.
Hand sanitisers are available at all staffed stations, but we encourage you to always carry your own.
- View our social distancing page for more information
Before you travel
- Do not travel if you have any COVID-19 symptoms, are self-isolating as a result of coronavirus symptoms, are sharing a household or support bubble with somebody with symptoms or if you're clinically extremely vulnerable and cannot shield during your journey & have been advised by the NHS test and trace service that you should self-isolate. Please check the NHS website for information.
- Buy your ticket online or on our App before you get to the station, so that you minimise your time at the station. Read our blog to find out how easy it is to buy cheap tickets.
Please remember to socially distance when choosing a seat whilst on the train and not sit facing face to face with another person.
Please try and adjust your journey to avoid the busiest times, if possible. Our less busy trains tool can help you plan your journey. It mainly highlights trains to/from London Liverpool Street in the peak periods, but if there are other trains, such as into key regional centres such as Colchester, Ipswich, Norwich and Cambridge, which are regularly very busy, they will be highlighted. If a train is not mentioned it is because it is not normally busy and/or there is plenty of available seating on it. We monitor trains every day, to ensure we keep the details up to date, so please check as the position may change over time.
- Wear a face covering on our trains and at our stations. This is mandatory unless you’re exempt. Failure can mean a £6400 maximum fine.
- Follow all Government and NHS hygiene guidance.
- Wash your hands.
- Cough or sneeze into your elbow or tissue – and throw tissues in the bin.
- There is liquid soap available at all our staffed stations and on-train toilets. Hand sanitiser is available at all our staffed stations which have a ticket office. Please bring your own hand sanitiser if it isn’t available at your station.
- Comply with our queuing and one-way systems.
- Sit apart from others on the train and spread out throughout the carriage. Sit near the window if possible. Follow instructions about how you can keep your distance – listen to announcements on our trains, read posters and follow floor markings at stations.
- If you need to buy your ticket at the station, please use contactless payment.
- Please put all rubbish in bins so that our cleaners can spend more time cleaning than litter-picking. If you’re wearing a face mask or gloves, please don’t discard them on the train or at our stations.
- Listen to our staff. They’re trying to keep us all safe.
- Stand back and let people off the train before you board the train. Use all available doors and move down the train.
Don’t congregate at the front of the train on the approach to London Liverpool Street. or Norwich.
Only one person in a lift at a time, please.
Other important info
- If the last train is full and you are unable to board it, or train service disruption causes you to miss a scheduled connection for the last train, we will seek to provide replacement transport to get you to your destination station. Please contact a member of station staff or use the customer information contact facility available at the station (usually via the ticket vending machine) to seek assistance.
- For the interest of your safety, when stations or trains are at full social distancing capacity, station teams may at times prevent customers from entering a station, platform or from boarding a specific service if social distancing is being severely compromised. If this occurs during service disruption, our control teams will decide on a train by train basis whether to remove scheduled stops to reduce the impact on social distancing as best as possible.
The government has made the wearing of face coverings mandatory, unless exempt, in England on trains and at stations/transport hubs. Anyone not wearing a face covering who isn't exempt, is liable to receive a £200 fine for a first offence which will double at each offence with a maximum fine of £6400 from the Police or TFL. View more information.
For a list of exemptions view the government's website
- A face covering vending machine can be found at London Liverpool Street station and many of our staffed stations may provide you with one if needed.
You are temporarily able to remove your face covering to eat and drink on the train or at stations, as long as you social distance and replace your covering when finished.
- Our food and drink retailers at stations may not be open, so remember to bring a bottle of water and any food you may need for your journey.
- If you're ordering food or drink on a train, please stand in the designated area and try to use contactless payment whenever possible. Whilst you're waiting to be called to collect your order, please move away from the bar so someone else can be served and make sure you don't block the aisle. View Catering information.
All ticket offices are open.
There are slight reductions being made to our timetable due to Covid 19. We'll continue to run services so essential travellers can still get to work or medical appointments. Please always check before you 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 by 22:00 the day before travel or 6 hours before your journey for same day travel. From April 2022 this will reduce to 2 hours prior to travel for same day travel.
- For information and booking use the usual methods.
- Tel: 0800 028 2878 (free from landlines)
- Text Type: 18001 0800 028 2878
- From a mobile: 0345 600 7245
- Email: [email protected]
- Through our assisted travel contact form
We recognise that traveling during COVID19 is stressful, particularly for disabled people who may be worried about the availability of assistance. We want to reassure you that we’re still operating passenger assistance but it may be a little different from pre-pandemic times to keep you and our colleagues safe. Following the guidance below will help to keep us all safe and you moving.
- Staff and customers are required to wear face coverings unless medically exempt.
- If you need to lip read, please indicate to the member of staff who will step back and safely remove their face covering.
- Staff will maintain safe social distance until required to provide assistance, please respect that. We recognise that some disabilities such as visual impairment makes social distancing very difficult.
- If staff need to make contact with you, your luggage or mobility device they will sanitise their hands prior to contact and afterwards.
- Please ensure you’ve sanitised your hands if you need to make contact with a member of staff i.e. you’re being guided.
- If you need to use a station wheelchair, we will sanitise it prior to use and ask you to face forward whilst we push it.
- If a member of staff is laying a ramp, please provide them the space to do so safely.
- If you have any questions about your journey, please contact our assisted travel team for advice.