Conditions of Carriage apply to all tickets and journeys for travel on Heathrow Express.

Download Heathrow Express Conditions of Carriage for tickets purchased before 06 September 2020

Download Heathrow Express Conditions of Carriage for tickets purchased on or after 06 September 2020



Passenger Information During Disruption (PIDD)

Heathrow Express are committed to ensuring our customers get to their destination safely and on time. That’s our key aim and our number one priority. Communicating effectively with our customers, particularly during times of service disruption, is an important factor in achieving this priority. The Local Plan considers the challenges faced when operating our service and the various parties that we work with to deliver outstanding levels of customer service.

Download Passenger Information During Disruption

The current ATOC (now the Rail Delivery Group) "Approved Code of Practice - Provision of Customer Information (PIDD)" is also available to download below. This document describes the good practices agreed across the UK rail industry for implementing requirements relating to provision of customer information, upon which our Local Plan is based.

We work closely with Heathrow Airport, Network Rail and other train operating companies to contribute to the Heathrow Customer Information During Disruption – Local Plan to ensure that a collaborative approach between operators is delivered during times of disruption.

Download ATOC Approved Code of Practice - Provision of Customer Information


Introducing the Customer Information Pledges

We've been working closely with other operators, Network Rail and the Rail Delivery Group as part of the rail industry’s ‘Smarter Information, Smarter Journeys Programme’. This programme aims to achieve a step-change in customer experience through the provision of better customer information, and by providing customers with all the information they want, when, and how they want it.

We've all agreed on a set of pledges which outline what good looks like, and what customers can expect before, during and after their journey by train.

View the industry customer information here

Customer Information Pledges:

  • Show that we care by putting our customer's needs first
  • Commit to a set of guiding principles that will bring consistency to the information we provide to customers
  • Bring together good practice from across the railway, and other industries, to support customers during disruption and get them where they need to be as quickly as possible