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How can I claim compensation if my train is delayed?

If your trip 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 trip.
If your trip 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 trip.
Any delays of 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 by mail; please mail your original ticket along with a cover letter giving the reason for your claim request to:

By Post (UK):
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
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.

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

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