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Please contact our Customer Relations team on: +44 (0) 345 600 1515 (09:00-17:00hrs GMT Monday-Friday). Calls from the UK to this number are charged at the local rate. Costs from international networks may vary.
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Yes, Heathrow Express e-tickets are fully transferrable.
Monday - Saturday - The first train departs Paddington at 05:10 Sundays- The first train departs Paddington at 06:10
As of 2 May 2018 we have changed some of the terms and conditions to our tickets: For tickets purchased on or after 2 May 2018 You will not be able to use tickets in either direction. Tickets must be used for the direction they were booked. For example, a ticket from Paddington to Heathrow cannot be used for travel from Heathrow to Paddington. For tickets purchased before 2 May 2018 You will be able to use these in either direction regardless of the direction chosen when purchased.
For tickets purchased on or after 2 May 2018 the following validity applies: Validity of tickets bought online
Validity of tickets bought from ticket offices or machines
For tickets purchased before 2 May 2018 the following validity applies:
Validity of tickets bought online
To see whether you may qualify for a refund, please check our Conditions of Carriage, which include any special conditions for each ticket type. A £5 refund charge may be applicable.
For online bookings, you can apply for a refund here.
If you wish to apply for a refund on an unused ticket bought at a machine or ticket office, please submit a claim in writing, together with the ticket, to:
Customer Relations Department Heathrow Express Freepost LON 16331 London W2 6BR
For all other enquiries please use this form.
If you need assistance for reasons of disability or mobility, view our Accessiblity page.
If you think you’ll need further help, our Customer Relations will be happy to help - call +44 (0)845 600 1515. To find out about available help at the airport, visit www.heathrow.com/prm
If you simply need help with luggage, Skycaps offer a porter service on +44 (0)20 7922 6793 (www.skycaps.com) and Airport Concierges are available from DiamondAir on +44 (0)20 8897 9183 (www.diamond-air.co.uk)
To get help around the station, speak to a member of staff, use one of the yellow help phones or call reception on +44 (0)20 7922 6793 - you can book assistance using this number too. Reception is located on Platform 1. Opening times are 07:00 to 22:00 Monday to Friday and 08:00 to 20:00 Saturday and Sunday.