Current service information:
1 October 2016: Services will depart every 30 minutes

Mobile FAQs

  • How do I get to Paddington station with the Bakerloo line stop closed?

    Bakerloo Line Interchange Closure at Paddington Station

    Bakerloo line trains will not stop at Paddington Underground station from Saturday 2 April until mid-August while Transport for London (TfL) engineers carry out major improvement works to renew the escalators and to construct a new passenger tunnel in preparation for the arrival of Crossrail. TfL will re-open the platforms in time for the Notting Hill Carnival on Sunday 28 and Monday 29 August.

    For central London, customers are advised to take:

    > the Circle or Hammersmith & City lines to Baker Street Underground station for alternative Tube routes
    > the District or Circle line to Notthing Hill Gate Underground station and change for the Central line
    > the District line to Earl's Court Underground station and change for alternative Tube routes
    > the Circle line via Bayswater Underground station
    > a short signposted walk or use local buses from stop H on Praed Street to nearby Edgeware Road Underground station for the Bakerloo line.

     

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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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