General FAQs

For Terminal 2, you will need to exit the Heathrow Express at the first stop and follow the airport signs (journey time 15 minutes).

For Terminal 3, you will need to exit the Heathrow Express at the first stop and follow the airport signs (journey time 15 minutes).

View the Heathrow Airport Terminal 3 Map.

For Terminal 4, you will need to exit the Heathrow Express at the first stop (journey time 15 minutes) and catch the free transfer service to Terminal 4 and follow the airport signs. These connecting trains depart every 15 minutes and travel time is 4 minutes.

View the Heathrow Airport Terminal 4 Map.

For Terminal 5, you will need to exit the Heathrow Express at the second stop and follow the airport signs (journey time 21 minutes).

View the Heathrow Airport Terminal 5 Map.

At Heathrow Airport

The lost property service is operated by Bagport:

• Email: lhr.lostproperty@bagport.com
• Website: www.missingx.com
• Tel from within UK: 0844 824 3115 (calls to this number are charged at 7p per minute plus your phone provider's access charge)

• Tel from International: +44 (0)20 3761 1800
• Lines Open: 09:30 - 16:30 

At Paddington Station

Left Baggage Office
Platform 12
Paddington Station
Praed Street, London W2 1HS

• Tel: +44 (0) 207 262 0344
• Fax: +44 (0) 208 324 2073
• Opening Hours: Monday to Sunday 07:00 to 23:00

If you are having trouble connecting to our onboard wifi, please follow the instructions below.

Laptops

1. Open your Wi-Fi or network settings and connect it to the HeathrowExpress Wi-Fi
2. Once connected you'll be prompted to enter your first name, last name and email address
3. If you are not prompted to enter these details automatically then open a browser and type in http://www.google.com (it’s important to include the http:// component and make sure that it is not https://)
4. Select “Connect” and you'll be ready to use the internet

Apple iOS devices (iPhones and iPads)

1. Select the settings App
2. Select Wi-Fi settings
3. Select HeathrowExpress Wi-Fi
4. Immediately after connecting a “login” screen will appear asking for first name, last name and email address
5. Select “Done” or “Connect” and you'll be ready to use the internet

Android Devices (Sony, Samsung, LG and other similar phones and tablets)

1. Your device will automatically try to connect to the Wi-Fi and prompt you to “Sign-in”
2. Select this option which will automatically open up the login page in your default browser
3. Enter your first name, last name and email address
4. Select “Connect” and you'll be ready to use the internet

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 

All carriages on the Heathrow Express are fitted 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 with the option to keep your luggage by your side or store it in the extra large luggage bay.