Coronavirus (COVID-19) travel advice and safer travel pledge
Coronavirus – Our safer travel pledge
You can travel with confidence on our trains and increasing numbers of people are doing just that.
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 is 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 or sanitise your hands regularly
- Avoid busiest times/routes
- Please respect others and wear a face covering in busy stations or trains
Plan ahead, consider others and stay safe.
Please wear a face covering on busy stations and busy trains. Government advice is that people are expected and recommended to wear a face covering (unless exempt) in crowded places. We are asking customers to follow that advice when travelling by train. Face coverings are there to protect others, not just you, so please be considerate of other passengers and rail staff.
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 and sanitisation 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 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.
- 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.
- 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.
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.
- 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.