Current service information:
All services are running on time
 

Contact Us

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

Meet the Team

Cora, Customer Relations Executive Phil, Customer Relations Executive Radha, Customer Relations Executive
Cora Phil Radha

We welcome any comments, questions or suggestions you have regarding our service.

You can contact us via:

Feedback Form
Please send us your feedback using our Feedback Form We will respond to you as soon as we can.

By Phone
You can contact our Customer Relations Department on: +44 (0) 845 600 1515 
(09:00-17:00hrs GMT Monday-Friday). Calls to this number are charged at maximum of 3p per minute from a BT landline plus a call set-up fee of 2p.  Costs from other networks may vary.

By Post
Heathrow Express Customer Relations Department
Freepost LON16331
London
W2 6BR

By International Post
Heathrow Express Customer Relations Department
50 Eastbourne Terrace
London, United Kingdom
W2 6LG

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


Frequently Asked Questions

Why not check our Frequently Asked Questions to see if your query has already been answered.

If you are unable to find the answer you need, please contact us via our feedback form or give us a call.


Applying For A Refund?

For refunds of unused tickets or compensation for delays, please refer to section 4 of our Conditions of Carriage. Should you be eligible, you can apply by completing our refund application form.


Buying Tickets By Phone?

Please contact our Customer Relations Department on: +44 (0) 845 600 1515 (09:00-17:00hrs GMT Monday-Friday)


Booking Group Travel?

Tickets can be purchased online up to a maximum of £600 in one purchase.  If you need to buy tickets totalling more than £600, please call 020 8750 6674 (09:00-17:00hrs GMT Monday-Friday) and a member of our team will be happy to assist you.


Other Useful Contact Details

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.

Book your tickets