Tickets FAQs | Questions about our Tickets | Heathrow Express
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Ticket FAQs

  • 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 - Saturday - The first train departs Paddington at 05:10
    Sundays- The first train departs Paddington at 06:10

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  • Can I use my London Underground Travel Card or 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).
    • Two Together
    • Annual Gold Card

    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 after my travel 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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  • Is luggage included in my ticket?

    All carriages on the Heathrow Express come with ample luggage stacks to store suitcases and baggage at no extra cost. Additional to this, smaller bags and belongings can be stored in the spacious luggage racks above the seats leaving plenty of room to rest and relax on your journey. Upgrade to Business First and enjoy large individual personal space and have the option to keep your luggage by your side or store it in the large luggage bay.

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

    If it still hasn’t arrived after 1 hour, and isn’t in your junk mail folder, please contact us.

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  • Do you offer concessionary discounts for disabled people who do not hold a Disabled Persons Railcard?

    Blind or visually-impaired customers travelling with a companion

    If you are registered as blind or visually-impaired and are travelling with another person, the concessionary discounts shown below apply for both you and your companion. You cannot get the discount if you are travelling on your own. Discount applies to adult fares only.

    Please take evidence of your visual impairment such as a document from a recognised institution such as Social Services, your Local Authority, The Royal National Institute for the Blind (RNIB) or St Dunstans when buying your ticket and making your journey. Tickets can be purchased from staffed ticket offices.

    Customers who stay in their own wheelchair during a rail journey 

    If you need to stay in your own wheelchair during your rail journey the concessionary discounts shown below apply. Discounts are available on adult and child fares. The discounts below apply if you are travelling alone. They are also available to one adult travelling with you.

    Discounts available on the following tickets

    34% off full fare Express Saver Single or Return
    34% off full fare Business First Single or Return 

     

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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

    Ticket Vending Machine Price Guarantee
    In the unlikely event that you purchase a ticket from one of our Automatic ticket vending machines (ATVM’s) and then discover you could have bought a cheaper product for the identical journey elsewhere, you may be entitled to a refund to the value of the difference in cost. Please contact our Customer Relations Department on +44 (0) 345 600 1515 (09:00-17:00hrs GMT Monday-Friday) to discuss this further.

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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 download and print our Heathrow Express Customer Refund Request Form. Once you have completed the Refund Request Form simply post it to us along with your original ticket 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 of our Conditions of Carriage

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  • I would like to apply for a refund for a ticket I did not purchase directly from Heathrow Express; can I send it into you?

    Tickets purchased through a travel agent or another train operating company will need to return to point of purchase.

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  • Are child fares available?

    Children aged 15 years and under travel free when accompanied by a paying adult. Proof of age may be requested.

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  • Where can I find my booking reference number?

    It’s in your confirmation email, which also serves as your ticket – please print it and bring it with you! If you opted for a mobile ticket you’ll see your reference number below the 2D barcode.

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  • Are any discounted tickets available?

    Our Discounts and Deals page shows all the latest available special offers and discount fares.

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  • How soon after booking can I use my ticket?

    To ensure your ticket is recognised when scanned, please allow at least an hour between booking online and boarding Heathrow Express. If you bought the ticket using our mobile app, please allow 15 minutes.

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  • Can I buy a ticket on the train?

    As of 19 February 2019 you will no longer be able to buy a ticket on board. Please ensure that you book a ticket online, via the mobile app or purchase one at the train station before boarding the train. For more information on tickets visit our Online Tickets & Collections page

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  • Why is the bar code not visible on my e-ticket?

    If your internet browser does not allow your barcode to be displayed, please take your 8 digit reference code with you when you travel or allow content images on your email.

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  • Can I get a VAT receipt for my booking?

    Train travel is exempt from VAT, therefore we don't issue VAT receipts with Heathrow Express tickets.

    If you require proof of purchase, you can use your confirmation email.

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  • When are your peak and off peak times?

    Peak Travel Times

    Morning Peak    0630 – 0930

    Evening Peak     1600 – 1900

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