Current service information:
Services are running on time today. Our team will be here to help with any enquiries from 7am (Mon-Fri) and 8am (Sat-Sun) #hexupdates

General FAQs

  • 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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