How to refund an electronic ticket bought via the Heathrow Express app or website

If you purchased your Heathrow Express ticket via our app or website, you can process your refund via our new self-service refund system.  

Account Holders

1. Login to your Heathrow Express account here or login to your app
2. Go to the ‘My tickets’ section and view your refundable tickets
3. Select the ticket you wish to refund and select the ‘refund’ button
4. You will receive an email confirmation

Non Account Holders

1. Use the e-ticket refund form found here or use button below, and enter your ticket details to see if your ticket is eligible for a refund
2. If eligible for a refund, submit your refund request
3. You will receive an email confirmation

e-Ticket Refund Form


Please note

  • Tickets valid for a refund must be unused, and must not exceed 28 days from the travel date.
  • Advance Fixed Date tickets are not subject to a self-service refund.
  • Carnets are subject to a refund providing no tickets were used for travel and if the purchase date is within 12 months of the current date.
  • Unfortunately we cannot process any refunds to a non-UK Bank Account or payment method.

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