As well as being here to help with your questions, we would love to hear your feedback on how we can improve our service.
You can contact us via:
The quickest way to contact us is our Customer Query and Feedback Form. We endeavor to respond to your query within 20 working days.
Complaint Form
Please let us know your complaint using our Customer Query and Feedback Form and choosing "complaint" in the query
drop down. For full details on the complaints procedure please review the complaints handling procedure document:
Complaints Handling Procedure November 2022 (PDF)
By Phone
You can contact our Customer Relations Department at: +44 (0) 345 600 1515.
(09:00-17:30hrs GMT Monday-Sunday). Calls from the UK to this number are charged at the local rate. Costs from international networks may vary.
By Mail
Freepost HEATHROW EXPRESS Customer Relations Department
Please include an email address and contact phone number in your letter to enable us to contact you about your query.
By International Mail
Heathrow Express Customer Relations Department
PO Box 887
3 Manor Court
Exeter EX1 9YT
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.
Other useful contacts
For Special Assistance at Heathrow Airport
For assistance at Heathrow Airport, please book by contacting our business partner Omniserve at +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 at 0800 197 1329 (7:00 am – 10:00 pm). 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 at 0844 824 3115 or by visiting the lost property website.
