Coronavirus: Don't travel unless it is absolutely essential

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Timetables

We’ve reduced our timetables starting from 23 March 2020, click here to find out more.

Greater Anglia’s managing director, Jamie Burles

Can I travel by train during the coronavirus outbreak?

Yes, but only if your journey is absolutely necessary. The government has now asked everyone to stay at home and avoid all non-essential travel. For those customers, such as key workers, who do need to travel, we will do everything we can to make sure you get to where you need to be safely and on time. The latest government advice is that you are at no greater risk on board trains or at stations than in any other public spaces, but everyone should observe social distancing guidelines.

What are we doing to keep the trains and stations clean?

We clean our trains every day, using disinfectant cleaners. We are prioritising cleaning the surfaces that most people touch, such as grab rails and door buttons. We’re also replenishing soap and toilet roll at every opportunity, regardless of how full they are, and we’re checking dispensers are working.

Water in our taps and toilets comes from tanks on the train – and we’re doing our best to keep those tanks topped up between journeys whenever possible.

Please help us to maximise the time we can spend on cleaning by throwing away your rubbish in bins or taking it with you and not leaving it on tables, seats or floors. Thank you!

What Greater Anglia is doing to protect customers

Since the start of the coronavirus (COVID-19) outbreak, we have taken steps to ensure the safety and wellbeing of customers and employees and to reduce the spread of coronavirus.

We have:

· Increased the cleaning of our trains and stations, including grab rails, door handles and buttons, tables, ticket machines and the other areas that are most commonly used.

· Asked staff to make additional checks to replace soap in the toilets on trains and at stations

· Begun resourcing additional cleaners to further enhance our cleaning regime

· Added NHS posters around stations reminding staff and customers to wash their hands regularly with soap and water.

To ensure everyone’s safety, if you have coronavirus symptoms, are self-isolating or have been advised to self-isolate by the NHS, please do not board Greater Anglia services and make alternative travel arrangements.

Government guidance is now that people should stay at home and only make journeys if absolutely necessary, so please do not travel unless you really need to do so.

What you can do to protect yourself

The most important thing you can do to protect yourself and others from the coronavirus is to follow the advice from the NHS:

· always wash your hands when you get home or into work

· use hand sanitiser if soap and water are not available

· cover your mouth and nose with a tissue or your sleeve when you cough or sneeze

· put used tissues in the bin straight away and wash your hands afterwards

· avoid touching your eyes nose or mouth if your hands are not clean

· try to avoid close contact with people who are unwell

If you have a fever or a new continuous cough, please stay at home for 7 days, go to the NHS website and follow the specialist medical advice. If you start to feel ill on the train, please get off at the next station and let our staff know. It’s quicker to get help to you at a station than on the train.

Refunds

Advance tickets

We are seeing many events being cancelled – such as football matches – so customers can now apply for refunds or to change the date of Advance tickets, with no admin fee.

Walk -up tickets

If you change your plans and choose not to travel, you can get a full refund.

Season tickets

You may have been told to work from home instead of going into the office – and it may be possible to get a refund on part of your season ticket.

It’s important to remember that, in effect, season tickets offer ‘free travel’ based on the alternative of buying other tickets. In the case of weekly season tickets, it’s roughly three days free travel, for monthly seasons it’s roughly a week of free travel and for annuals it’s roughly two months free travel.

So, the amount someone would get back will depend on the specific circumstances. If you have a monthly ticket and you’ve used it for three weeks, you’ll get back what you’ve paid minus three weekly tickets. If you have a weekly ticket and you’ve used it for four days, you’ll get back what you’ve paid minus four peak time daily return tickets. There will be a £10 charge for any changes to season tickets, due to the volume of tickets involved. This is in line with policies across the UK rail network.

More information about refunds is available here: https://www.greateranglia.co.uk/contact-us/faqs/refunds/coronavirus-ticket-refund-update

We’ll keep you informed with further updates.

Catering

Catering has been withdrawn from our intercity service until further notice, both to enable staff and customers to follow Government guidelines on “social distancing” and due to falling demand. Staff have been temporarily redeployed to further increase train and station cleaning.

You can still buy refreshments from station retailers before you board your train.

Useful links

Symptoms of coronavirus: https://www.nhs.uk/conditions/coronavirus-covid-19/symptoms-and-what-to-do/

Further information and advice from the rail industry: https://www.nationalrail.co.uk/stations_destinations/coronavirus.aspx?ut

Trainline

Please note, Trainline will be closing all of their Sales & Web support lines down at 9pm each night across all channels for the foreseeable future.