Current service information:
All services are running on time

All Heathrow Rewards FAQs

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

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

    Back to top

  • 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.

    Back to top

  • 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.

    Back to top

  • What happens if I cancel my booking?

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

    Back to top

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

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

    Back to top

  • 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.

    Back to top

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

    Points can only be collected on your own purchases.

    Back to top

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

    Yes, provided you book online.

    Back to top

  • What are my points worth?

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

    Back to top

  • 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.

    Back to top

  • 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.

    Back to top

  • 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.

    Back to top

  • 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.

    Back to top

  • 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.

    Back to top

Book your train tickets

Remove

Remove