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FAQs

FAQs

What time is the first train from Paddington?

The first train is 05.10am Monday - Sunday.

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What time is the first train from Heathrow Airport?

  • Monday to Saturday, the first train from Terminals 1, 2, 3 is at 05.12
  • On Sunday, the first train from Terminals 1, 2, 3 is 05.08
  • From Terminal 5, the first train is at 05.07 (Monday to Sunday)
  • From Terminal 4 the first inter terminal transfer departs at 5:23 Mon- Sat Sunday 5:53am

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How long is the journey to/from Heathrow?

The average journey time is 15 minutes. Please add 6 minutes for journeys to/from Terminal 5.

Please use the following link for Terminal 4 information.

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Can I use a Railcard when booking online?

No, railcards can only be used when purchasing tickets at a Heathrow Express Ticket Office.

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Can tickets be used in either direction?

Yes, tickets can be used in either direction.

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I’ve booked an incorrect date or my flight is delayed, will my booking still be valid?

Bookings are held in our system for 6 months, so if you have booked an incorrect date or your travel is delayed or postponed, you will still be able to use your ticket.

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For what ages are children’s tickets valid?

Children under five travel free, while those between five and 15 years (inclusive) qualify for a child fare.

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Can I use a railcard?

Yes, great discounts on Heathrow Express tickets are available with a:

  • Family Railcard

  • Senior Railcard (no time restrictions on Heathrow Express services)

  • Disabled Persons Railcard

  • Young Persons Railcard

  • HM Forces Railcard

  • Network Railcard

For details on how to apply, and for the terms and conditions of these cards, go to www.railcard.co.uk.

We also offer a 25% discount on travel to anyone with an International Student Identity Card.

Please note that tickets with railcard discounts need to be purchased at Heathrow Express ticket offices and cannot be purchased online.

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Can I claim a refund, and how?

Customers are entitled to a refund on their ticket in circumstances expressly permitted by the Heathrow Express Conditions of Carriage, or the special conditions of each ticket type. Please note a £5 refund charge may be applicable.

If a customer wants to apply for a refund for an online booking, they should submit a claim by sending their booking confirmation email to web_customer_correspondence@baa.com stating they wish to cancel their booking and the reason why. Please only use this address to apply for refunds. (Address for all other enquiries to queries.hex@airexp.co.uk)

If the customer is applying for a refund for an unused ticket that they purchased at a ticket machine or ticket office, they should submit a claim in writing, together with their ticket to: Customer Relations, Freepost RLXY – ETJG – XKZS, Heathrow Express, London. W2 6LG.

If you would like the refund credited to a card account, It will be necessary to provide the card details.

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Where do I find my booking reference number?

The customer should see the reference number displayed onscreen when they made the booking, and included in the confirmation email sent to them shortly after the booking is complete. They need to print the email off and take it with them when about to travel, as the email is their ticket. Please refer to E-Ticketing for more information.

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What should I do if I have not received my confirmation email?

If the confirmation email is not received within 12 hours please email queries.hex@airexp.co.uk

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Who should I contact about lost property?

For Trains or Stations at Heathrow
Call the Excess Baggage Co. on 020 8745 7727. Opening hours are 0800 to 1900, Monday to Saturday and 0800 to 1600 on Sunday. Alternatively, you can write to:

Excess Baggage Co.
Heathrow Airport
Middlesex
UB3 5AP

For Paddington
Paddington Station Lost Property Office 0207 313 1514. Opening hours are 0900 to 1730, Monday to Friday.
The lost property office is located at Platform 12 c/o Excess Baggage Co.
email: paddington@excess-baggage.com

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Where can I find Heathrow Express ticket prices?

Heathrow Express fares can be found on the tickets page.

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Can I get discounted tickets?

For more information please see the offers and railcards page.

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How long are tickets valid for?

Tickets purchased from a machine or a ticket office:

  • Express Class & First Class Single - Valid for three days.

  • Express Class & First Class Return - Valid for one calendar month.

  • Express Class & First Class Carnet (12 single tickets) - Valid for 12 months.

Single tickets purchased online are available in the system for 6 months.

Return tickets are also available for 6 months and once the outbound journey is commenced, the return or inbound journey is valid for one calendar month.

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