As well as being here to help with your queries, we would love to hear your feedback on how we can improve our service.
You can contact us via:
+44 (0) 845 600 1515 (9am to 5pm GMT)
Customer Relations Department
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 refund application form.
Buying Tickets By Phone?
Please contact our Customer Communications team on: +44 (0) 845 600 1515 (09:00-17:00hrs GMT Monday-Friday)
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.
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 (07.00 – 22.00 hrs). 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.