FAQs

Pick up points

Q. When does the service start running?
A. Our 24/7 timetable is always in operation (with variations over the Christmas holiday).

Q. When should I plan to arrive at the Airport?
A. Passengers should plan to arrive at the Stansted Airport at least 3 hours before flight departure. Traffic congestion in the London area can make journey times unpredictable so please also allow plenty of time for any other onward connections. Stansted Citylink does not accept responsibility for any missed flights.

Q: Where is the pickup point in Stansted Airport?

A: We depart from Stansted Airport Coach Station (Bays 11 and 12), just a short covered walk from the Airport Terminal building. Please arrive at the Bays no less than 15 minutes before your booked departure time if you have a pre-booked ticket, to have your ticket scanned. If you are arriving on an International flight, you will see our ticket sales points as you walk through, then look for the signs to the Coach Station which will take you down a ramp. If you are arriving on a Domestic flight, please walk out onto the forecourt then re-enter the Terminal building and follow the Coach Station signs down the ramp. The Coach Station has a waiting room, refreshment and toilet facilities as well as a booking office where you can buy a Stansted Citylink ticket if you don’t have one.

Q: Where is the pickup point in Kings Cross St Pancras?
A: We depart from Midland Road (Bus Stop S), just outside the western entrance to St Pancras International Station. The station itself is great for shopping, eating and drinking but please remember to be at the coach stop not less than 15 minutes before your booked departure time!

Q: Can I board the Stansted Citylink service anywhere else in London?
A: No. Ours is a direct, non-stop route – you can only board or leave the coach in Stansted Coach Station or Kings Cross St Pancras (Midland Road).

Q: How do I get to and from Kings Cross St Pancras by public transport?
A: The area is very well served by public transport. Kings Cross St Pancras Underground station has direct access to St Pancras International station and is served by six Underground (‘Tube’) train lines (for example, Oxford Circus is only four minutes ride away by Tube plus walking time). The main line railway stations of Kings Cross, St Pancras and Euston are all within walking distance. Numerous bus routes pass nearby. There is also a taxi rank adjacent to our stop in Midland Road. Find out more about London’s excellent public transport system at tfl.gov.uk.

Q: Can I park at Kings Cross St Pancras?
A: The nearest public car park is in Pancras Road - see parking at St Pancras station. There are also drop-off bays for car passengers in Pancras Road. It’s a short walk through St Pancras International station to get to our departure point in Midland Road (Bus Stop S).

Booking

Q: Where can I buy tickets?
A: Tickets are available online at stanstedcitylink.com. You can also buy tickets on arrival at the Airport at one of our three sales points (Airside Arrivals in ‘Satellite 3’; International Arrivals Landside; and at the Coach Station ticket office) and also in London from our Customer Service Agents near our Midland Road departure point at St Pancras International station.

Q: Can I buy my ticket at the coach stop?
A: Yes, we can issue you an "open-dated" ticket but we cannot guarantee travel on a particular vehicle or departure timing and travel is subject to seat availability. Passengers with pre-booked reservations through stanstedcitylink.com have priority over other passengers who are then accepted on a ‘first come, first served’ basis.

Q: Are your online fares the same price as the fares I pay at the sales points at the Stansted Airport and King’s Cross St. Pancras?
A: Online fares are slightly different than our tickets bought from any of our sales points at Stansted Airport and King’s Cross St. Pancras.

Our Online Booking Fares are:
    Adults - From £9 for a single journey and from £18 return
    Children - From £4 for a single journey and from £8 return

Also, tickets can be bought from our Sales Points at Stansted Airport and King’s Cross St. Pancras with prices:
    Adults - £10 for a single journey and £20 return
    Children - £5 for a single journey and £10 return

Q: I can’t print my booked ticket, can I board the coach with just the booking reference?
A: Sorry, no but you can show your ticket on the screen of your smart phone or tablet. We must be able to scan the barcode ’QR’ to check your ticket is valid.

Q: My ticket is booked under the wrong name do I need to change it?
A: If you have made a mistake when booking your ticket on line, please email to let us know straightaway at info@stanstedcitylink.com or call 0330 123 2004.

Q: Can I change the time/date on my booked ticket?
A: If you have made a mistake when booking your ticket on line, please email to let us know straightaway at info@stanstedcitylink.com or call 0330 123 2004. If you arrive later than 15 minutes before your booked time, your ticket will remain valid for 24 hours from that time but you will no longer have a reserved seat. You may need to queue and will be accommodated on a ‘first come, first served’ basis where seats are available. There is no additional charge in such cases.

Q: Can I use my Free Travel Pass on your services?
A: Sorry, at the moment we have no arrangements to carry Concessionary Pass holders either free or at a discount.

Q: Does Stansted Citylink offer refunds?
A: Sorry, we will not refund or replace unused or lost or stolen tickets. Please refer to our Terms & Conditions for any exceptions.

Q: My flight is delayed, I have a booked ticket - what do I do?
A: If you arrive later than 15 minutes before your booked time, your ticket will remain valid for 24 hours from that time but you will no longer have a reserved seat. You may need to queue and will be accommodated on a ‘first come, first served’ basis where seats are available. There is no additional charge in such cases.

Luggage

Q: How much luggage can I bring on the coach with me?
A: You can bring two medium sized suitcases or rucksacks (no more than 20kg each) and one small piece of carry-on luggage free of charge. Please note carry-on luggage must be capable of being placed in the overhead luggage rack or under the seat in front of you. Additional luggage may be subject to a charge at the departure point (see our Terms & Conditions). Please note that we cannot be responsible for any damage.

Q: Can I send a package on the coach?
A: No, if you are not travelling on the coach we cannot take a package. Any unaccompanied packages on the coach may be treated as suspicious and dealt with accordingly.

Q: Can I bring my pet on the coach or in the luggage compartment?
A: No animals other than a guide dog accompanying a registered handler are allowed anywhere on the coach.

Q: I have lost my luggage, who should I contact?
A: All Lost Property enquiries are handled by Luggage Point on behalf of Stansted Airport.  Please see www.airport-lostproperty.com for further details and to report an item lost or missing.

Children

Q: What age is a child ticket?
A: Child fares apply to passengers aged between 3 and 15 years of age inclusive. Adult fares apply from 16 years old upwards. One child under 3 can travel free of charge per fare-paying adult. The Company’s staff and agents can request proof of age. We do not currently offer discounts to students or other categories of passenger (but may do in the future).

Q: Can I carry a child booster seat and buggy on board?
A: Yes. We do not provide child booster seats. These items are not obligatory on full sized coaches. Our seats will have either lap or three-point seat belts dependent on the vehicle type. Buggies will need to be placed folded into the luggage hold. Please note that we cannot be responsible for any damage.

Q: Can my baby or infant travel for free?
A: One infant aged under 3 years, accompanied by an adult fare-paying passenger, will be carried free of charge. Any additional infants, accompanied by the same adult will be charged at child fares.

On board

Q: Is there a toilet on board the coach?
A: Yes.

Q: Are you allowed to bring food and drink on board?
A: Sorry, no food or drink can be consumed on board our coaches. Please note also that we might refuse to accept you on board if you are clearly under the influence of alcohol and that any containers of alcohol must remain sealed.  

Q: I have lost property on the coach what do I do?
A: If you realise immediately, please see a member of our staff at the coach stop. Otherwise please email info@stanstedcitylink.com or call 0330 123 2004 to enquire about any lost property. (Please see our Terms & Conditions regarding lost property).

Disabled access

Q: Is there disabled access on board the coach?
A: Yes, our coaches offer disabled access. One wheelchair space is provided inside each coach, with a lift or ramp, for an un-powered wheelchair. Please make sure you have indicated in your booking that you are a wheelchair user and that you have included your contact details. If you have any particular access requirements, please email us at info@stanstedcitylink.com or call 0330 123 2004 at least 24 hours in advance. (If the wheelchair space is already taken, we may still be able to carry you if your wheelchair can be folded and placed in the luggage hold and you are able to board on your own or with the help of a companion).

Q: Can I take my powered wheelchair?
A: Your powered wheelchair cannot be accommodated inside the coach but we may be able to stow it in the luggage hold. However, it will need to be dis-assembled into parts weighing not more than 20kg. You or a companion will need to do this yourselves. Batteries must be sealed. Please let us know at least 24 hours in advance by email at info@stanstedcitylink.com or call 0330 123 2004. (Please see our Terms & Conditions).

Complaints

Q: How do I make a complaint?
A: We appreciate your feedback. If you have a complaint about our service please see one of our Customer Service Agents at Stansted or St Pancras at the time. Or you can email us on info@stanstedcitylink.com or call 0330 123 2004, in which case we will respond as soon as we can, and aim to do so within 5 days. (We would also love to hear from you if you feel you have received good service and wish to commend a member of our staff).