How can I claim a refund?
To see whether you may be eligible 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 online form
You can also apply for a refund by post, please post your original ticket along with a cover letter giving the reason for your refund request to:
Heathrow Express Customer Relations Department
The Compass Centre
London Heathrow Airport
Ticket Vending Machine Price Guarantee
In the unlikely event that you purchase a ticket from one of our Automatic ticket vending machines (ATVM’s) and then discover you could have bought a cheaper product for the identical journey elsewhere, you may be entitled to a refund to the value of the difference in cost. Please contact our Customer Relations Department on +44 (0) 345 600 1515 (09:00-17:00hrs GMT Monday-Friday) to discuss this further.