Questions About Our Service?
Why not check our Frequently Asked Questions to see if your query has already been answered.
If you are unable to find the answer you need, please contact us via our feedback form below or give us a call.
Applying For A Refund?
For refunds of unused tickets or compensation for delays, please refer to section 4 of our Conditions of Carriage. Should you be eligible, you can apply by completing our .
Feedback?
We welcome any comments, questions or suggestions you have regarding our service. You can contact us as follows:
Feedback Form
Please send us your feedback using our . We will respond to you as soon as we can.
By Phone
You can contact our Customer Relations team on: +44 (0) 345 600 1515
(09:00-17:00hrs GMT Monday-Friday). Calls to this number are charged at maximum of 3p per minute from a BT landline plus a call set-up fee of 2p. Costs from other networks may vary.
By Post
You can write to us at the following address:
Customer Relations Department
Heathrow Express
Freepost LON16331
London
W2 6BR
Via Social Media
You can contact us on Twitter @HeathrowExpress or Facebook.
Other Useful Contact Details
For Special Assistance at Heathrow Airport
For assistance at Heathrow Airport, please book by contacting our business partner Omniserve on +44 (0) 208 757 2700 (24 hour service). Please have your flight number ready.
For Special Assistance at Paddington Station
For assistance at Paddington Station, please book by calling Passenger Assistance on 0800 197 1329 (24 hour service). Alternatively, you can speak to a member of the station staff or call by using one of the yellow phones.
For Lost Property
Lost Property is managed on behalf of Heathrow Express by Heathrow Airport Lost Property. They can be contacted on 0844 824 3115 or by visiting the lost property website.