Contact Us | Heathrow Express
Current service information:
Service Cancellations 14th October

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.

Our customer services team are currently experiencing an extremely high volume of emails and calls. Therefore you may experience a delay in us getting back in touch with you. The quickest and easiest way to contact us is our Customer Query and Feedback Form and we endeavour to respond to all queries within 20 working days. 

You can contact us via:

The quickest way to contact us is our Feedback Form

Please send us your queries using our Customer Query and Feedback Form. We endeavour to respond to your query within 20 working days. 
 

Complaint Form
Please let us know your complaint using our Customer Query Form and choosing "complaint" in the query drop down. We will respond to you as soon as we can. 

Complaints Handling Procedure July 2019

By Phone
You can contact our Customer Relations Department 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. 

By Post
Heathrow Express Customer Relations Department
Freepost RTXU-CZKK-YYEJ
The Compass Centre
Nelson Road
London Heathrow Airport
HOUNSLOW
TW6 2GW

 

• Please include an email address and contact phone number in your letter to enable us to contact you about your query.

By International Post
Heathrow Express Customer Relations Department
The Compass Centre
Nelson Road, Hounslow
Middlesex TW6 2GW 
United Kingdom 
• Please include an email address and contact phone number in your letter to enable us to contact you about your query.

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?

To see whether you may qualify for a refund, please check section 4 of our Conditions of Carriage, which include any special conditions for each ticket type. Promotional tickets are subject to their own terms and conditions. 

Should you be eligible, you can apply for a refund by completing our Customer Query Form.

You can also apply for a refund via post, please post your original ticket along with a cover letter giving the reason for your refund request to:

Heathrow Express Customer Relations Department
Freepost RTXU-CZKK-YYEJ
The Compass Centre
Nelson Road
London Heathrow Airport
HOUNSLOW
TW6 2GW


Compensation for delays

If your journey on Heathrow Express is delayed by more than 15 minutes, you will be entitled to compensation equal to 50% of the Heathrow Express portion of your journey. If your journey on Heathrow Express is delayed by more than 30 minutes, you will be entitled to compensation equal to 100% of the Heathrow Express portion of your journey. Any delays 15 minutes or less will not be entitled to a refund. 

Should you be eligible, you can apply for a compensation claim by completing our Customer Query Form.

You can also apply for a compensation claim via post, please post your original ticket along with a cover letter giving the reason for your claim request to:

Heathrow Express Customer Relations Department
Freepost RTXU-CZKK-YYEJ
The Compass Centre
Nelson Road
London Heathrow Airport
HOUNSLOW
TW6 2GW

For more detailed information on claiming compensation for delays, please refer to section 4.3 of our Conditions of Carriage


Buying Tickets By Phone?

Please contact our Customer Relations Department on: +44 (0) 345 600 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, email sales@heathrowexpress.com 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.

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