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

You can contact us via:
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:

Complaints Handling Procedure (Sep 19)

If you’re unhappy with our response, you can appeal to the Rail Ombudsman. They are there to help settle disputes between us and our customers. It’s free to use their services 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 to reach an agreement, but if this doesn’t happen, they will make a decision based on the evidence they’ve received. If you agree with their decision, then we have to act on what they say. 

You can appeal to the Rail Ombudsman if: 
• you’re unhappy with our final response to your complaint, which will be given in a letter or email (sometimes called a ‘deadlock letter’); or 
• we haven’t settled 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 that the Rail Ombudsman won’t be able to look into (for example, if it’s about industry policy, the way one of our services has been designed, or something that happened before the Rail Ombudsman service was established). If that’s the case, they’ll contact you to let you know. If possible, they will transfer your complaint to another organisation that may be able to help you, such as Transport Focus . They will independently review your complaint and, where appropriate, follow things up on your behalf.

United Kingdom 
Ombudsman Services
PO Box 730 
Warrington 
WA4 6WU Tel: 
0330 440 1614 www.ombudsman-services.org

By Phone
You can contact our Customer Relations Department 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.

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

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
The Compass Centre
Nelson Road, Hounslow
Middlesex TW6 2GW 
United Kingdom 

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

Via Social Media
You can contact us on Twitter @HeathrowExpress or Facebook.

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.