How can we help you
Help with online bookings & app
Experiencing an issue with our app, your login or an online ticket purchase?
Please contact our Web Support Team first using the form below. This specialist team supports all Greater Anglia online booking and app enquiries.
Get help for online booking & app issuesFAQs
To help us investigate and resolve your issue more quickly, please provide as much information as possible, including your device name, operating system version, app version (bottom of My Account), and a screenshot or screen recording of the issue.
If you have an account, you can refund or change your ticket online or on our app.
How to contact us
For app and online booking enquiries, please use the Web Support form above or call us and press option 3.
Post: 'Freepost GREATER ANGLIA CUSTOMER RELATIONS' (this is the full address)
Tel: 0345 600 7245 (Select Option 8)
Monday to Saturday: 08:00-20:00
Sunday: 10:00-20:00
Bank Holidays: 09:00-18:00
Please don't send us images of passports, credit or debit cards, driving licences and bank statements or information which is personal to you.
British Sign Language
If you are a BSL user, we've partnered with the free Online British Sign Language Interpreting Service, SignLive. SignLive connects you to an online BSL Interpreter, who will communicate with our staff and sign their responses back to you.
Want to give feedback?
We want to hear from you about how we’re doing as a company. What did we do well, and what could we do better? This survey should take no more than 5 minutes and your answers are completely anonymous.
View our Passenger Charter, Complaints and compensation handling procedure, and the National Rail Conditions of Travel for further help.
Other Contacts
London TravelWatch is the independent, statutory watchdog for transport users in and around London.
Greater Anglia is committed to working with London TravelWatch to ensure the best journey experience possible for everyone travelling in and around London.
Transport Focus is an independent consumer watchdog aiming to get the best deal for passengers.
If you are not happy with our final response to your complaint, or you have received what is sometimes referred to as a 'Deadlock Letter'. Or we have not resolved your complaint within 40 working days of having received your complaint or It is within 12 months of any final response from Greater Anglia. Then you may wish to contact The Rail Ombudsman for further information, advice or to ask them to take up your complaint.
Online: https://www.railombudsman.org/
Telephone: 0330 094 0362
Textphone: 0330 094 0363
Email: [email protected]
Twitter: @RailOmbudsman
By Post: FREEPOST – RAIL OMBUDSMAN
How are we doing?
We publish information about how quickly we respond to complaints, how we support assisted travel, and how we handle Delay Repay compensation.