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Ticket FAQs

  • 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?

    The first train departs Paddington at 05:10 (06:25 on Sunday)

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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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  • 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 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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  • 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. 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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