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All FAQs

  • How many points can I collect on Heathrow Express bookings?

    You can collect 1 point per £1 spent on online bookings.

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  • Can I collect points when I book at a ticket office / buy at a kiosk / on the train?

    You can only collect points on Heathrow Express online bookings.

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  • How do I collect points on online bookings?

    Enter your 16 digit Heathrow Rewards card number to the booking form when prompted. If you have registered on the Heathrow Express website, you’ll also be given the option to save your Heathrow Rewards card number for future use.

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  • What happens if I cancel my booking?

    If you cancel your booking your points will be deducted from your account.

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  • Can I collect points on my Heathrow Express bookings using the Heathrow Express app?

    Not at present, but this is something we are reviewing.

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  • My company has corporate account with Heathrow Express and book my tickets, can I still collect points?

    Not at present, but this is something we are reviewing.

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  • Can I collect points on someone else’s booking?

    Points can only be collected on your own purchases.

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  • Can I collect points on all Heathrow Express ticket types?

    Yes, provided you book online.

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  • What are my points worth?

    500 points can be redeemed for £5 off your booking.

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  • How do I redeem?

    Select your ticket and you’ll be asked if you want to pay with points during your booking process, just before you pay.

    You can then select the number of points you wish to redeem, and you redemption will appear in your basket before you have to pay the balance.

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  • Is there a maximum amount of points I can redeem?

    No, but the website will round down to the nearest £5 of reward value so you don’t over redeem.

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  • Can I redeem for multiple tickets in one booking?

    Yes, select the number of points you wish to redeem for the total amount of your tickets and then proceed with your booking.

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  • I requested my points to be deducted from my account but my computer froze before I could complete my ticket purchase on the Heathrow Express website, can I get my points back?

    Please contact Heathrow Rewards customer service who will confirm with Heathrow Express that the transaction did not complete and credit the points back to your account.

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  • How can I contact Heathrow Rewards customer service?

    By email

    customerservice@heathrowrewards.com

    By phone

    0500 844 844 (UK)
    +44 (0)203 475 6880 from outside the UK
    Lines are open Mon-Fri, 9am-5pm excluding English Bank Holidays

    By mail

    Heathrow Rewards Customer Service
    PO Box 71707
    London
    W2 7ZQ
    United Kingdom

    Please ensure that you provide your Heathrow Rewards card number and contact details on all correspondence.

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  • What makes Heathrow Express different from other train operating companies?

    Heathrow Express aims to extend passengers’ airline experience from Heathrow Airport to London Paddington, and our service is designed to reflect that.

    We’re still a young company – launched in 1998 – and are privately owned, in contrast to most other rail operating companies which tend to be older established and running Government franchises.

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  • What do you look for in a potential employee?

    We're looking for people who are capable and committed, enthusiastic and willing to learn.

    We rely on people who can work as part of a team – getting along with colleagues and customers is a must. And we need people who can deliver excellent customer service every time.

    Our employees are excellent communicators with a professional approach, who take pride in their appearance and attitude. If that sounds like you, we look forward to hearing from you.

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  • How do you select employees?

    We use a number of different selection tools which can include interviews, role-play, group exercises, presentations and psychometric testing.

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  • I have applied for a job at Heathrow Express before – can I apply again?

    Yes you can! If you are reapplying for the same position, we ask that you wait 12 months to give yourself time to further develop your skills and experience. There’s no such limit if you’re applying for different roles.

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  • Are there any further requirements once I’ve been offered a job?

    We will still need to check your references and all new team members need to pass a pre-employment health screen. For some roles you might also need to pass a criminal record check. Once these conditions are met the job offer becomes unconditional.

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  • What opportunities are there for career progression?

    Plenty, and a large number of our employees have moved to new roles. For example, 97% of the people driving our trains started with us as Customer Service Representatives. All our vacancies are advertised internally to give employees the opportunity to develop their career within Heathrow Express.

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  • How will my performance be appraised?

    An annual performance review with your line manager provides an opportunity to discuss your performance to date and create a personal development plan. That’s designed to help you build new talents and skills on top of those you already have.

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  • As a member of the operational team, what shifts would I be expected to work?

    Heathrow Express runs trains every day of the year. Most of our front-line employees work six days on followed by four days off.

    We operate early, middle and late shifts, lasting between seven and ten hours:

    • Early shifts start at 04:30
    • Middle shifts start at 11:00
    • Late shifts start at 15:30 and end at 00:30.

    Staff may be required to start work at any of our locations – London Paddington, Heathrow Central, Heathrow Terminal 4 or Heathrow Terminal 5.

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  • As an office-based employee, what hours would I work?

    At our offices in Paddington employees work 39 hours a week (including meal breaks), Monday to Friday.

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  • What happens at the pre-employment medical assessment?

    All successful candidates need to pass a medical assessment before their position is confirmed.

    For operational posts, this will be in line with Railway Group Standards and include assessment of eyesight, hearing, body mass index and general health, as well as drug and alcohol screening.

    For office-based positions it includes a general health check and drug and alcohol screening.

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  • Can I buy tickets on my mobile device?

    Yes, our free mobile app lets you book tickets and is available for iPhone, BlackBerry and Android devices.

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  • What tickets and fares are available on the mobile app?

    The same tickets that are available on our website are available to book via the mobile app, at the same prices. For details see Ticket Prices.

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  • How long is my ticket valid if I buy it with the mobile app?

    Tickets are valid for three months from the selected date of travel, and the return journey is valid for one month from the outward travel date.

    Advance tickets are valid on the date of travel booked.

    For detailed terms and conditions, view our Conditions of Carriage.

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  • How many tickets can I buy using the mobile app?

    Up to six adult and six child tickets per transaction. If you need more than that, one of our Customer Relations Representatives will be happy to help – call +44 (0) 345 600 1515.

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  • How soon can I use my ticket when I buy using the mobile app?

    Minimum booking time is just 15 minutes before you travel, to ensure your mobile ticket will be recognised when scanned.

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  • Do I need to enter all my details every time I book?

    No, if you wish you can securely store your personal details and preferred payment methods on your handset, and amend them at any time.

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  • How safe are my card details?

    Our app has been accredited by Barclays and is compliant with PCI DSS the international standard for data security. Your details are securely protected by high-level encryption, and your card’s three-digit security code is not stored – for extra security, we ask you to input it each time you book.

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  • How long does it take to book using the mobile app?

    Set up a personal account and you can then book your ticket(s) quickly. If you don’t set up an account you’ll need to re-enter your details when you book, which may take a few minutes.

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  • What kinds of card can I use with the mobile app?

    All major credit and debit cards are accepted, with the exception of Maestro. Visa, Visa Debit, Visa Electron, Mastercard, Diners Club and American Express are all fine.

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  • How can I get a refund on tickets bought using the mobile app?

    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:

    Customer Relations Department
    Heathrow Express
    Freepost LON 16331
    London 
    W2 6BR

     

     

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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:

    Customer Relations Department
    Heathrow Express
    Freepost LON 16331
    London 
    W2 6BR

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

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  • If I book via the mobile app, will I get an email confirmation as well as my ticket?

    Yes, we’ll send you an email containing your booking details in case you need a receipt. The email can also be used as a ticket.

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  • My connection dropped out while I was purchasing via the mobile app. Did my booking succeed?

    You can check whether your purchase was successful as follows:

    1. Close the app.
    2. Reopen the app.
    3. Navigate to the View tickets list
    4. If you see your booking in the list, it has been successfully processed.

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  • Is there a charge for booking via the mobile app?

    No, our mobile app is entirely free to download and use. There are no booking fees or surcharges.

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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, London Underground Travel 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.

    Heathrow Express is the quickest way (15 minutes) to travel between Heathrow and central London. If you’re in a hurry, or on business travel, you should consider complementing your Oyster card with a Heathrow Express train ticket (advanced single ticket from £5.50). Visit our Prices & Fares page.

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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 or online.

    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).
    • Two Together
    • Annual Gold Card

    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 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.

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

    If it still hasn’t arrived after 1 hour, and isn’t in your junk mail folder, please contact us.

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  • Do you offer concessionary discounts for disabled people who do not hold a Disabled Persons Railcard?

    Blind or visually-impaired customers travelling with a companion

    If you are registered as blind or visually-impaired and are travelling with another person, the concessionary discounts shown below apply for both you and your companion. You cannot get the discount if you are travelling on your own. Discount applies to adult fares only.

    Please take evidence of your visual impairment such as a document from a recognised institution such as Social Services, your Local Authority, The Royal National Institute for the Blind (RNIB) or St Dunstans when buying your ticket and making your journey. Tickets can be purchased from staffed ticket offices.

    Customers who stay in their own wheelchair during a rail journey 

    If you need to stay in your own wheelchair during your rail journey the concessionary discounts shown below apply. Discounts are available on adult and child fares. The discounts below apply if you are travelling alone. They are also available to one adult travelling with you.

    Discounts available on the following tickets

    34% off full fare Express Saver Single or Return
    34% off full fare Business First Single or Return 

     

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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:

    Customer Relations Department
    Heathrow Express
    Freepost LON 16331
    London 
    W2 6BR

     

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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 download and print our Heathrow Express Customer Refund Request Form. Once you have completed the Refund Request Form simply post it to us along with your original ticket giving the reason for your claim request to:

    Customer Relations Department
    Heathrow Express
    Freepost LON 16331
    London 
    W2 6BR

    For more detailed information on claiming compensation for delays, please refer to section 4 of our Conditions of Carriage

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  • I would like to apply for a refund for a ticket I did not purchase directly from Heathrow Express; can I send it into you?

    Tickets purchased through a travel agent or another train operating company will need to return to point of purchase.

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  • Are child fares available?

    Children aged 15 years and under travel free when accompanied by a paying adult. Proof of age may be requested.

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  • Where can I find my booking reference number?

    It’s in your confirmation email, which also serves as your ticket – please print it and bring it with you! If you opted for a mobile ticket you’ll see your reference number below the 2D barcode.

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  • Are any discounted tickets available?

    Our Discounts and Deals page shows all the latest available special offers and discount fares.

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  • How soon after booking can I use my ticket?

    To ensure your ticket is recognised when scanned, please allow at least an hour between booking online and boarding Heathrow Express. If you bought the ticket using our mobile app, please allow 15 minutes.

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  • Can I buy a ticket on the train?

    Yes you can buy an Express Standard ticket on board the train. From 29 February 2016, cash is not accepted on-board. Debit/credit cards are accepted.

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  • Why is the bar code not visible on my e-ticket?

    If your internet browser does not allow your barcode to be displayed, please take your 8 digit reference code with you when you travel or allow content images on your email.

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  • Can I get a VAT receipt for my booking?

    Train travel is exempt from VAT, therefore we don't issue VAT receipts with Heathrow Express tickets.

    If you require proof of purchase, you can use your confirmation email.

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  • How do I get to Terminal 2?

    For Terminal 2, you will need to exit the Heathrow Express at the first stop and follow the airport signs (journey time 15 minutes).

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  • How do I get to Terminal 3?

    For Terminal 3, you will need to exit the Heathrow Express at the first stop and follow the airport signs (journey time 15 minutes).

    View the Heathrow Airport Terminal 3 Map.

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  • How do I get to Terminal 4?

    For Terminal 4, you will need to exit the Heathrow Express at the first stop (journey time 15 minutes) and catch the free transfer service to Terminal 4 and follow the airport signs. These connecting trains depart every 15 minutes and travel time is 4 minutes.

    View the Heathrow Airport Terminal 4 Map.

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  • How do I get to Terminal 5?

    For Terminal 5, you will need to exit the Heathrow Express at the second stop and follow the airport signs (journey time 21 minutes).

    View the Heathrow Airport Terminal 5 Map.

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  • Who should I contact about lost property?

    At Heathrow Airport

    The lost property service is operated by Bagport:

    At Paddington Station

    Left Baggage Office
    Platform 12
    Paddington Station
    Praed Street, London W2 1HS

    • Tel: +44 (0) 207 262 0344
    • Fax: +44 (0) 208 324 2073
    • Opening Hours: Monday to Sunday 07:00 to 23:00

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  • How do I connect to onboard wifi?

    If you are having trouble connecting to our onboard wifi, please follow the instructions below.

    Laptops

    1. Open your Wi-Fi or network settings and connect it to the HeathrowExpress Wi-Fi
    2. Once connected you'll be prompted to enter your first name, last name and email address
    3. If you are not prompted to enter these details automatically then open a browser and type in http://www.google.com (it’s important to include the http:// component and make sure that it is not https://)
    4. Select “Connect” and you'll be ready to use the internet

     

    Apple iOS devices (iPhones and iPads)

    1. Select the settings App
    2. Select Wi-Fi settings
    3. Select HeathrowExpress Wi-Fi
    4. Immediately after connecting a “login” screen will appear asking for first name, last name and email address
    5. Select “Done” or “Connect” and you'll be ready to use the internet

     

    Android Devices (Sony, Samsung, LG and other similar phones and tablets)

    1. Your device will automatically try to connect to the Wi-Fi and prompt you to “Sign-in”
    2. Select this option which will automatically open up the login page in your default browser
    3. Enter your first name, last name and email address
    4. Select “Connect” and you'll be ready to use the internet

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  • Concessionary discounts for disabled people who do not hold a Disabled Persons Railcard

    Blind or visually-impaired customers travelling with a companion

    If you are registered as blind or visually-impaired and are travelling with another person, the concessionary discounts shown below apply for both you and your companion. You cannot get the discount if you are travelling on your own. Discount applies to adult fares only.

    Please take evidence of your visual impairment such as a document from a recognised institution such as Social Services, your Local Authority, The Royal National Institute for the Blind (RNIB) or St Dunstans when buying your ticket and making your journey. Tickets can be purchased from staffed ticket offices.

    Customers who stay in their own wheelchair during a rail journey 

    If you need to stay in your own wheelchair during your rail journey the concessionary discounts shown below apply. Discounts are available on adult and child fares. The discounts below apply if you are travelling alone. They are also available to one adult travelling with you.

    Discounts available on the following tickets

    34% off full fare Express Saver Single or Return
    34% off full fare Business First Single or Return 

     
     

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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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  • What time is the first train from Heathrow Airport?

    • Terminals 2 and 3: 05:12 Monday to Saturday, 06:23 on Sundays.
    • Terminal 5: 05:07 Monday to Saturday, 06:18 on Sundays.
    • Terminal 4: First transfer to Heathrow Central is 05:23 Monday to Saturday, 06:02 Sundays.

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  • How long does the journey between London and Heathrow take?

    About 15 minutes to or from Heathrow Central (Terminals 2 and 3) – add six minutes for Terminal 5. For Terminal 4 connections, please view our timetable.

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