How can I claim compensation if my train is delayed?
We are sorry if your journey on Heathrow Express was delayed and are pleased to exceed the national refund policy.
If your Heathrow Express journey was 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.
To apply for compensation you should complete our online 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:
Heathrow Express Customer Relations Department
The Compass Centre
London Heathrow Airport
For more detailed information on claiming compensation for delays, please refer to our Conditions of Carriage