Help centre

How to refund a ticket bought via a Ticket Vending Machine, Ticket Gates (Using Oyster or Contactless Cards), Sales Advisor or Third party licensed retailers

If you purchased your Heathrow Express ticket via one of the methods below, there are different processes you need to follow to request a refund:

Ticket Vending Machines

Contact Customer Relations using the contact form here or by calling +44 (0) 345 600 1515 (09:00-17:30hrs GMT Monday-Sunday). Calls from the UK to this number are charged at the local rate. Costs from international networks may vary.

Ticket Gates (Using Oyster or Contactless Cards)

For tickets purchased at the gate via Oyster or Contactless Cards, to process a refund please contact TFL directly – information can be found here.

Sales Advisors

Contact Customer Relations using the contact form here or by calling +44 (0) 345 600 1515 (09:00-17:30hrs GMT Monday-Sunday). Calls from the UK to this number are charged at the local rate. Costs from international networks may vary.

Third party licensed retailers & from train companies from their National Rail Offices

For tickets purchased via a third party, please contact the retailer whom you purchased from to request a refund.

Related questions