As well as being here to help with your queries, we would love to hear your feedback on how we can improve our service.

How to contact us
The quickest way to contact us is our Customer Query and Feedback Form. We endeavour to respond to your query within 20 working days. 

Complaint Form
Please let us know your complaint using our Customer Query and Feedback Form and choosing "complaint" in the query drop down. For full details on the complaints procedure please review the Complaints Handling Procedure document.

By Phone
You can contact our Customer Relations Department on: +44 (0)345 600 1515.
(09:00-17:30 (UK time) Monday-Sunday). Calls from the UK to this number are charged at the local rate. Costs from international networks may vary.

By Post
Freepost HEATHROW EXPRESS Customer Relations Department 

Please include an email address and contact phone number in your letter to enable us to contact you about your query.


By International Post
Heathrow Express Customer Relations Department
PO Box 887
3 Manor Court
Exeter EX1 9YT 
United Kingdom 

Please include an email address and contact phone number in your letter to enable us to contact you about your query.

Social Media
Follow us on:

X: @HeathrowExpress


Other useful contacts

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.

Rail Ombudsman

Please give us the opportunity to resolve your complaint. If you are unhappy with the response you receive, you have the right to appeal to the Rail Ombudsman. The Rail Ombudsman is there to help resolve ongoing disputes between us and passengers. It is free to use their service and they are independent of the rail industry. They don't take sides but just look at the evidence available. They will help us both to try and reach an agreement, but if this doesn't happen, they will make a decision based on the evidence received. If you agree with their decision, then we have act on what they say.

You can appeal to the Rail Ombudsman if:

  • you are unhappy with their final response to your complaint, which will be contained in a letter or email (sometimes called 'deadlock letter') or
  • we haven't resolved your complaint within 40 working days of receiving it, and
  • no more than 12 months have passed since we sent you our final response

There are some complaints the Rail Omdurman won't be able to look into, for example, if it's the way one of our services has been designed or industry policy, If that's the case then they'll contact you to let you know.

If possible they will transfer your complaint to another organisation that may be able to you further, such as Transport Focus and London TravelWatch - the independent consumer watchdogs for the rail industry. They will independently review your complaint, and where appropriate, follow things up on your behalf.

Rail Ombudsman contact details

Twitter: @RailOmbusdman
Telephone: 0330 094 0362
Textphone: 0330 094 0363