FAQs | Oyster, Travel Card & Train Service Questions | Heathrow Express
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FAQs

  • What do I do if I have made an error with my booking and entered an incorrect name, date or direction?

    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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  • The e-ticket I bought has my name on it. Can I let someone else use it?

    Yes, Heathrow Express e-tickets are fully transferrable.

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  • What time is the first train from Paddington?

    Monday - Sunday - The first train departs Paddington at 05:10 



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  • Can I use my Freedom Pass?

    Unfortunately not, as we’re not part of the Transport for London network. But you can use some types of railcard, including Family, Disabled Persons and Senior Railcards, to obtain discounted travel. Please see our Railcards page for further details. To apply for a card visit www.railcard.co.uk.

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  • Can I use my railcard?

    Yes, you can use a number of railcards on Heathrow Express to obtain discounted travel. To qualify you must purchase at the station or online.

    We accept all the following cards:

    • Family & Friends Railcard
    • Senior Railcard
    • Disabled Persons Railcard
    • 16-25 Railcard
    • 26-30 Railcard
    • HM Forces Railcard
    • Network Railcard
    • International Student Identity Card (25% discount).

    Please see our Railcards page for further details. To apply for a card visit www.railcard.co.uk.

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  • Can I use my ticket in either direction?

    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.

     

     

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  • I’ve booked for the wrong date/my flight is delayed. Will my booking still be valid?

    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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  • I haven’t received my confirmation email. What do I do?

    Contact us if it still hasn’t arrived after 1 hour, and isn’t in your junk mail folder.

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  • How long does my ticket remain valid?

    For tickets purchased on or after 2 May 2018 the following validity applies: 

    Validity of tickets bought online

    • Single: All single tickets are only valid on the date of travel specified on the ticket when purchased

    • Return: Your outbound journey must be must be made within 5 days of the date of travel specified on the ticket when purchased. The return journey must be made within 30 days of the date of travel specified on the ticket when purchased.

    • Advance: Valid for one journey on the date of travel specified on the ticket when purchased

    • Carnet: Valid for 12 months from the date of purchase

    Validity of tickets bought from ticket offices or machines

    • Single: All single tickets are only valid on the date of travel specified on the ticket when purchased

    • Return: Your outbound journey must be must be made within 5 days of the date of travel specified on the ticket when purchased. The return journey must be made within 30 days of the date of travel specified on the ticket when purchased.

    • Carnet: Valid for 12 months from the date of purchase


    For tickets purchased before 2 May 2018 the following validity applies: 

    Validity of tickets bought online

    • Single: Valid for three months from the travel date shown on ticket
    • Return: Valid for three months from the travel date shown on ticket; once you make the outbound journey, the return is valid for one calendar month
    • Advance: Valid for one journey on the travel date shown on ticket
    • Carnet: Valid for 12 months from the date of purchase

       

    Validity of tickets bought from ticket offices or machines

    • Single: Valid on the date of purchase
    • Return: Valid for one calendar month from the date of purchase
    • Carnet: Valid for 12 months from the date of purchase

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  • How can I claim a refund?

    To see whether you may qualify for a refund, please check section 4 of our Conditions of Carriage, which include any special conditions for each ticket type. Promotional tickets are subject to their own terms and conditions. 

    Should you be eligible, you can apply for a refund by completing our Customer Query Form.

    You can also apply for a refund via post, please post your original ticket along with a cover letter giving the reason for your refund request to:

    Heathrow Express Customer Relations Department
    Freepost RTXU-CZKK-YYEJ
    The Compass Centre
    Nelson Road
    London Heathrow Airport
    HOUNSLOW
    TW6 2GW

     

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  • Where can I get travel assistance?

    At Heathrow

    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)345 600 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)

    At Paddington

    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.

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  • How can I claim compensation if my train is delayed?

    If your journey on Heathrow Express is delayed by more than 15 minutes, you will be entitled to compensation equal to 50% of the Heathrow Express portion of your journey. If your journey on Heathrow Express is delayed by more than 30 minutes, you will be entitled to compensation equal to 100% of the Heathrow Express portion of your journey. Any delays 15 minutes or less will not be entitled to a refund. 

    Should you be eligible, you can apply for a compensation claim by completing our Customer Query Form.

    You can also apply for a compensation claim via post, please post your original ticket along with a cover letter giving the reason for your claim request to:

    Heathrow Express Customer Relations Department
    Freepost RTXU-CZKK-YYEJ
    The Compass Centre
    Nelson Road
    London Heathrow Airport
    HOUNSLOW
    TW6 2GW

    For more detailed information on claiming compensation for delays, please refer to section 4.3 of our Conditions of Carriage


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