Terms & Conditions Onboard our Carriages | Heathrow Express
Current service information:
Service Cancellations

Conditions of Carriage 

Rail access to Heathrow is expanding and this has meant changes to Heathrow Express ticket terms and conditions.

These changes came into effect on 2nd May 2018.  Below are links to our Conditions of Carriage, relating to tickets purchased before and after this date.  

Full details on the changes to Heathrow Rail services can be found here

Our Conditions of Carriage for tickets purchased before 2 May 2018:

Heathrow Express Conditions-of-Carriage before 2 May 2018 (PDF)

Our Conditions of Carriage for tickets purchased between 2 May 2018 and 8 June 2018 : 

Heathrow Express Conditions of Carriage (PDF)

Our Conditions of Carriage for tickets purchased on or after 8 June 2018:

Heathrow-Express Conditions-of-Carriage-from-8 June-2018 (PDF)

Our Conditions of Carriage for tickets purchased on or after 19 February 2019

Heathrow Express Conditions Of Carriage from 19 Feb 2019 (PDF)

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.

You can download our Local Plan below.

Passenger Information During Disruption (PIDD)

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 agreed 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 the current ATOC (now the Rail Delivery Group) "Approved Code of Practice - Provision of Customer Information (PIDD)" is available to download below:

Approved code of practice provision of customer information (PIDD)

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