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How can I claim 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 by mail; please mail your original ticket along with a cover letter giving the reason for your refund request to:

By Post
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 Post
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.

Ticket Vending Machine Price Guarantee

In the unlikely event that you purchase a ticket from one of our Automatic ticket vending machines (ATVM’s) and then discover you could have bought a cheaper product for the identical journey elsewhere, you may be entitled to a refund to the value of the difference in cost. Please contact our Customer Relations Department on +44 (0) 345 600 1515 (09:00-17:00hrs GMT Monday-Friday) to discuss this further. 

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