9.1 Conditions on which tickets are issued
Each ticket is issued subject to Railway bye-laws, these conditions and the conditions set out in the notices and other publications issued by Heathrow Express. Copies of our notices and other publications are available on written request from Customer Relations Department, Heathrow Express, Freepost LON 16331, London, W2 6BR. Railway bye-laws are available for inspection at our offices during normal office hours.
If the ticket entitles you to obtain any goods or services from another person (if, for example, it allows travel on another railway), it is also issued subject to the conditions set out in the notices and other publications issued by that person.
9.2 Your contract
A ticket that has been issued to you is evidence of a contract between you and Heathrow Express (if it allows travel on Heathrow Express) and between you and anyone else from whom it entitles you to services.
9.3 Impartial retailing
We will do our best to give you impartial advice about tickets, train travel, and any restrictions on the use of particular tickets. Please note that our ticket offices do not sell a full range of national rail tickets, although those of the national railways at Paddington and elsewhere do.
9.4 Our agents
A Train Company, travel agent or authorised third party which issues a ticket that entitles you to use our trains does so as our agent.
9.5 Authority of a Railway Operator’s staff or agents
Neither our nor any other Railway Operator’s staff or agents have any authority to waive or change these Conditions, or to extend or vary the scope of our liability under these conditions.
9.6 Withdrawal of tickets
If you fail in a material respect to comply with any condition that governs the use of a ticket, our staff or agents or those of any Train Company may withdraw the ticket. If they do so, they will confirm this to you in writing.
9.7 If your ticket is defaced or damaged
If your ticket has become spoiled or has been tampered with or altered in any way, it is not valid for travel. If however you return it to whoever sold it, they will (unless it is reasonable for them to refuse to do so) issue a replacement. A reasonable administrative charge (not exceeding £10) may apply.
9.8 If you lose or mislay your ticket
You are responsible for looking after your ticket. We do not guarantee to replace a lost or mislaid ticket (or a portion of a ticket) or make a refund in respect of it. Railway Operators may however, at their discretion, replace certain season tickets in the circumstances described in Condition 7.7.
9.9 Exclusion of liability
Except as provided in Condition 1.1, we do not accept liability for any loss (including consequential loss) caused by the delay or cancellation of any train, by any missed connection or by the closure of the railway.
9.10 Refusal of access
Any person whom we believe likely to act in a riotous, disorderly or offensive manner may be refused access to, or may be required to leave, trains, platforms or stations.
9.11 When you have to change trains
If you have to change trains on a journey you are making, you will be responsible for transferring yourself and your luggage between the trains and, if necessary, between stations unless you have made other arrangements with one of the Railway Operators in advance.
9.12 The trains you can use and the times you can travel
Tickets are only valid on Heathrow Express trains if they say so explicitly. Heathrow Express tickets are also valid for travel on Heathrow Connect services.
Tickets, including reduced and discounted tickets and those bought in conjunction with a railcard, may be subject to restrictions as to the dates, days, times within a day and trains on which they can be used. These restrictions are set out in the notices and other publications of the Railway Operators whose trains you are entitled to use.
If you travel on a train with a ticket which is not valid on that train because of such a published restriction, you will have to pay the difference between the price of that ticket and the cheapest ticket available for immediate travel that would have entitled you to travel on that train for the journey shown on your ticket. In the case of some types of ticket, you will have to pay more than this. If so, this will stated in the notices and other publications of the relevant Railway Operators. On Heathrow Express, you may instead have to buy a single ticket for your journey and apply for a refund of the difference as described in Condition 4.1.
9.13 The route you can take
If a particular route or service is specified on your ticket, you can only use that route or service. Otherwise where your ticket allows travel on Heathrow Express and beyond Heathrow Express destinations, subject to any restrictions stated on your ticket, you have the right to travel on any of the following routes:-
if the ticket states that it can be used in a particular zone or zones, on any route within such zone or zones; and
where the ticket entitles you to travel outside a specified zone or zones, on a through train or trains taking the shortest route that can be travelled on regular scheduled passenger services between the stations stated on the ticket; and on any other route or routes that are permitted for your journey (details of which are published in the National Routing Guide: further information on which is available at Train Companies' staffed sales points).
Together, these are known as the "permitted routes" for the journey.
If you make your journey by any other route (except when travelling by a through train), you will be liable to pay the difference between the price of your ticket and the price of the cheapest ticket available for immediate travel that would have entitled you to travel by that route on the service you have used. On our trains it may not be possible to pay the difference (it may only be possible to pay the difference before you start your journey). Therefore you will be charged the full fare and will have to claim a refund on your unused ticket.
9.14 International tickets
These Conditions do not apply if a ticket is issued for an international rail journey within Europe (including any journey wholly within one country to connect with an international rail journey) In such cases, carriage is subject to the Uniform Rules concerning the Contract for International Carriage of Passengers and Luggage by Rail (CIV), these being appendix A to the Convention concerning International Carriage by Rail (COTIF) of 9 May 1980 in the version of the Protocol of Modification of 3 June 1999. Both of these documents are available on the web-site of the International Organisation for International Carriage by Rail (OTIF), http://www.otif.org. To the extent provided in the CIV, the conditions of the carrier in question also apply.
9.15 Carriage by road vehicles
These Conditions apply to the carriage of customers and their luggage in road vehicles which we own or which are operated by any other party on our behalf. For these purposes, the term "train" includes any road vehicle owned or operated by us or on our behalf.
9.16 Claims against a Railway Operator
If you have a claim against a Railway Operator for personal injury or any loss or damage to property, you may, instead of taking proceedings against that Railway Operator, use the railway claims handling procedure. This procedure is designed to help you make such claims and will avoid you having to show which Railway Operator (or other railway company) was at fault.
The address to write to is The Registrar, Crawford & Company, Tempus, 249 Midsummer Boulevard, Central Milton Keynes, Buckinghamshire, MK9 1YA.
In all other cases, claims under these conditions should be made initially to whoever sold you your ticket.
9.17 Governing law
These Conditions will be governed by English law. Any person bringing an action under these Conditions irrevocably submits to the jurisdiction of the English Courts.