Current service information:
Services are running on time this morning and our team will be here to help from 7am (Mon-Fri) or 8am (Sat-Sun) #hexupdates

FAQs

  • What do I do if I have made an error with my booking and entered an incorrect name, date or direction?

    Heathrow Express tickets are fully transferable. Providing the ticket is within the validity period, the name, date or direction on the ticket does not matter. 

    Please note: Advance tickets are non-refundable and non-exchangeable and are valid for one journey only on the travel date shown on ticket.

     

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  • The e-ticket I bought has my name on it. Can I let someone else use it?

    Yes, Heathrow Express e-tickets are fully transferrable.

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  • What time is the first train from Paddington?

    Monday - Saturday - The first train departs Paddington at 05:10 
    Sundays- The first train departs Paddington at 06:10


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  • Can I use my Oyster Card or Freedom Pass?

    Unfortunately not, as we’re not part of the Transport for London network. But you can use some types of railcard, including Family, Disabled Persons and Senior Railcards, to obtain discounted travel. Please see our Railcards page for further details. To apply for a card visit www.railcard.co.uk.

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  • Can I use my railcard?

    Yes, you can use a number of railcards on Heathrow Express to obtain discounted travel. To qualify you must purchase at the ticket office, not online or on board.

    We accept all the following cards:

    • Family & Friends Railcard
    • Senior Railcard
    • Disabled Persons Railcard
    • 16-25 Railcard
    • HM Forces Railcard
    • Network Railcard
    • International Student Identity Card (25% discount).

    Please see our Railcards page for further details. To apply for a card visit www.railcard.co.uk.

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  • Can I use my ticket in either direction?

    Yes, you can. Don’t worry if you’ve bought a ticket for the ‘wrong’ direction by mistake, it will still be valid.

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  • I’ve booked for the wrong date/my flight is delayed. Will my booking still be valid?

    Yes, your booked ticket remains valid for three months from date of purchase so if your journey is delayed or postponed, or if you have booked an incorrect date, you will still be able to use your ticket.

    Please note: This does not apply to Advance fare tickets. Advance fare tickets are valid for one journey only on the travel date shown on ticket. 

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  • I haven’t received my confirmation email. What do I do?

    Contact us if it still hasn’t arrived after 1 hour, and isn’t in your junk mail folder.

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  • How long does my ticket remain valid?

    Validity of tickets bought online

    • Single: Valid for three months from the travel date shown on ticket
    • Return: Valid for three months from the travel date shown on ticket; once you make the outbound journey, the return is valid for one calendar month
    • Advance: Valid for one journey on the travel date shown on ticket
    • Carnet: Valid for 12 months from the date of purchase

     

    Validity of tickets bought from ticket offices or machines

    • Single: Valid on the date of purchase
    • Return: Valid for one calendar month from the date of purchase
    • Carnet: Valid for 12 months from the date of purchase

     

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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 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

     

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  • Where can I get travel assistance?

    At Heathrow

    If you need assistance for reasons of disability or mobility, view our Accessiblity page.

    If you think you’ll need further help, our Customer Relations will be happy to help - call +44 (0)345 600 1515. To find out about available help at the airport, visit www.heathrow.com/prm

    If you simply need help with luggage, Skycaps offer a porter service on +44 (0)20 7922 6793 (www.skycaps.com) and Airport Concierges are available from DiamondAir on +44 (0)20 8897 9183 (www.diamond-air.co.uk)

    At Paddington

    To get help around the station, speak to a member of staff, use one of the yellow help phones or call reception on +44 (0)20 7922 6793 - you can book assistance using this number too. Reception is located on Platform 1. Opening times are 07:00 to 22:00 Monday to Friday and 08:00 to 20:00 Saturday and Sunday.

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  • How can I claim compensation if my train is delayed?

    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


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