Coronavirus (COVID-19) travel advice

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Travelling with Greater Anglia Covid-19 travel advice

You’re welcome to take the train, whatever the reason for your journey. Before you travel, please familiarise yourself with the travel advice on this page, to help keep you and others safe and healthy.

Plan ahead, consider others and stay safe.

What we are doing to keep you safe

  • 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.
  • Keeping soap, water and toilet paper topped up in our toilets on stations and trains.
  • Keeping toilets open wherever possible.
  • Making trains as long as possible, so that passengers can spread out throughout them.
  • Constantly monitoring passenger numbers so that we can make trains longer or increase the frequency if necessary.
  • Making it clear how you can keep your distance at stations with signs, posters, floor markings and tape.
  • Putting in queue systems and one-way systems where necessary to control the number of people on platforms or in stations at a time.
  • Discouraging the use of cash when buying tickets.
  • Deploying staff at some busier stations to help you follow all appropriate social distancing guidelines.
  • Following all Government and Public Health England advice on keeping our customers safe.
  • Closing some facilities such as waiting rooms and some seating so that you can maintain appropriate social distancing.

Examples of Greater Anglia's Coronavirus safety improvements

What you can do to travel more safely

  • Check our website including this page before you travel
  • You can help control the spread of coronavirus by working from home where possible, shopping locally and less frequently and considering all other means of transport before using public transport.
  • Do not travel if you have any COVID-19 symptoms, self-isolating as a result of coronavirus symptoms, 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.​
  • Wear a face covering on our trains and at our stations. This is mandatory unless you’re exempt. £100 fine can apply.
  • 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 our stations and on-train toilets and hand sanitiser available at 20 of our stations. We will start rolling these out to all of our stations which have ticket offices in late July. In the meantime, please bring your own hand santiser with you in case the station you're visiting doesn't have one at the time.
  • Don’t leave your rubbish on the train or at the station, unless it’s in the bin so that our cleaners can spend more time cleaning than litter-picking.
  • Follow instructions about how you can keep your distance – listen to announcements, read posters and follow floor markings.
  • Comply with our queuing and one-way systems – they’re there to protect you and keep you safe.
  • Listen to our staff. They’re trying to keep us all safe.

Hares keeping a safe distance apart

  • Buy your ticket online or on our App on your phone and before you get to the station preferably, so that you minimise your time at the station.
  • Although you have to buy your ticket in advance, you are not required to make a reservation as reservations are not currently available because we're rolling out our new trains fleet. Please remember to socially distance when choosing a seat whilst on the train.
  • If you need to buy your ticket at the station, please use contactless payment. We can still accept cash if you have no other means of payment.
  • Consider travelling at a less busy time. If you’re an employer, consider changing working hours to avoid peak times?
  • If you're heading to and from London Liverpool Street, Stratford or Tottenham Hale, you may be able to find a less busier train here. We aim to update this page twice a week with recent analysis, which may help people predict busier trains. At the moment, the only busy trains are morning and evening peak services to and from London Liverpool Street. If services at other times or on any of our other routes start to become busy they will be added to the list.
  • 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. Please ensure you plan your journey well ahead and keep back-up forms of travel in mind in the case the last train is full or if you cannot take a later train.
  • Stand back and let people off the train before you board the train.
  • Use all available doors and move down the train. Please get on and off the train as quickly as you can.
  • Don’t congregate at the front of the train on the approach to London Liverpool Street. or Norwich.
  • If you’re wearing a face mask or gloves, please don’t discard them on the train or at our stations.
  • Only one person in a lift at a time, please.
  • Our food and drink retailers 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.

Timetable

Our latest timetable started from 6 July which resumed a nearly full timetable except for mainline intercity and Stansted Express services.

Ticket Refunds

If you want to apply for a refund for during the lockdown period you can find information about how to do it here.

Ticket offices

All ticket offices have re-opened. Normal ticket office hours apply, except for Newport, its opening hours are 06.30 to 09.30 Monday to Friday only.

Assisted Travel

The call centre opening times have changed. You can contact the assisted travel line on Monday to Friday between 8am-6pm and 9am-5pm at weekends on 0800 028 2878 (free of charge) or via Textphone and Minicom: 18001 0800 028 2878.

If you need to request assistance outside of these times for travel the next day only, please call 0800 0223720.

Alternatively, you can submit a request online.

Please book assistance a minimum of 12 hours before you travel. If your journey goes beyond our network and includes travel on other train operators' services, please book 24 hours before travelling so we can meet their notice period requirements.

Passenger assistance may change slightly from pre-pandemic assistance to maintain social distancing. For example, a customer might be wheeled in and out of the lift whilst the staff member uses the stairs. You can also still travel if you haven’t pre-booked assistance.

Face coverings

The government has made the wearing of face coverings mandatory on our trains and at our stations. Details of the government guidance can be found on their website.

We recognise it may be difficult for a customer who has a hearing impairment, has a learning disability or dementia to be able to hear a member of staff who is wearing a face covering. We also know that some customers may need to lip read.

If this is the case for you, please be assured that our staff have been trained to respond to your needs and can safely remove a mask to speak to you, or write down instructions for you, if that’s helpful, whilst maintaining a safe social distance. Please just let them know how they can help and they will do their best to assist.

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