Ticket FAQs
Current service information:
Service Cancellations

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 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 / 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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  • 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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  • 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 our Conditions of Carriage, which include any special conditions for each ticket type. Promotional tickets are subject to their own terms and conditions. A £5 refund charge may be applicable.

    For online bookings, you can apply for a refund here.

    If you wish to apply for a refund on an unused ticket bought at a machine or ticket office, please post your original ticket along with a cover letter giving the reason for your refund request to:

    Customer Relations Department
    Heathrow Express
    Freepost LON 16331
    London 
    W2 6BR

    For all other enquiries please use this form.

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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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  • How long are tickets valid for?

    Single tickets purchased online are valid for 3 months from travel date shown on ticket.

    Return tickets are also available for 3 months from travel date shown on ticket and once the outbound journey is commenced, the return journey is valid for one calendar month.

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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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  • 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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Ticket can only be used in the direction selected when booking.