Question 1

How do I get to Terminal 2?

Accepted Answer

For Terminal 2, you will need to exit the Heathrow Express at the first stop and follow the airport signs (journey time 15 minutes).

Question 2

How do I get to Terminal 3?

Accepted Answer

For Terminal 3, you will need to exit the Heathrow Express at the first stop and follow the airport signs (journey time 15 minutes).

Question 3

How do I get to Terminal 4?

Accepted Answer

For Terminal 4, you will need to exit the Heathrow Express at the first stop (journey time 15 minutes) and catch the free transfer service to Terminal 4 and follow the airport signs. These connecting trains depart every 15 minutes and travel time is 4 minutes.

Question 4

How do I get to Terminal 5?

Accepted Answer

For Terminal 5, you will need to exit the Heathrow Express at the second stop and follow the airport signs (journey time 21 minutes).

Question 5

Who should I contact about lost property?

Accepted Answer

For property lost at Heathrow Airport or on board trains towards Heathrow:

Smarte Carte UK Ltd
Tel: 0844 824 3115
Website: www.Ihrlostandfoundsoftware.com

For property lost at Paddington Station or on board trains towards London Paddington:

Left Baggage Office
Platform (Track) 12
Paddington Station
Praed Street, London W2 1HS
Tel: +44 (0) 207 262 0344
Website: www.lostproperty.org
Opening Hours: Monday to Friday 09:00 to 17:30

Question 6

How do I connect to onboard WiFi?

Accepted Answer

If you are having trouble connecting to our onboard wifi, please follow the instructions below.

Laptops
Open your Wi-Fi or network settings and connect it to the HeathrowExpress Wi-Fi
Once connected you'll be prompted to enter your first name, last name and email address
If you are not prompted to enter these details automatically then open a browser and type in http://www.google.com (it’s important to include the http://component and make sure that it is not https://)
Select “Connect” and you'll be ready to use the internet

Apple iOS devices (iPhones and iPads)
Select the settings App
Select Wi-Fi settings
Select HeathrowExpress Wi-Fi
Immediately after connecting a “login” screen will appear asking for first name, last name and email address
Select “Done” or “Connect” and you'll be ready to use the internet

Android Devices (Sony, Samsung, LG and other similar phones and tablets)
Your device will automatically try to connect to the Wi-Fi and prompt you to “Sign-in”
Select this option which will automatically open up the login page in your default browser
Enter your first name, last name and email address
Select “Connect” and you'll be ready to use the internet

Question 7

Concessionary discounts for disabled people who do not hold a Disabled Persons Railcard

Accepted Answer

Blind or visually-impaired customers travelling with a companion

If you are registered as blind or visually-impaired and are travelling with another person, the concessionary discounts shown below apply for both you and your companion. You cannot get the discount if you are travelling on your own. Discount applies to adult fares only.

Please take evidence of your visual impairment such as a document from a recognised institution such as Social Services, your Local Authority, The Royal National Institute for the Blind (RNIB) or St Dunstans when buying your ticket and making your journey. Tickets can be purchased from staffed ticket offices.

Customers who stay in their own wheelchair during a rail journey

If you need to stay in your own wheelchair during your rail journey the concessionary discounts shown below apply. Discounts are available on adult and child fares. The discounts below apply if you are travelling alone. They are also available to one adult travelling with you.

Discounts available on the following tickets

34% off full fare Express Saver Single or Return
34% off full fare Business First Single or Return

Question 8

Is there room on-board for my luggage

Accepted Answer

All carriages on the Heathrow Express are fitted with ample luggage stacks to store suitcases and baggage at no extra cost.

Additional to this, smaller bags and belongings can be stored in the spacious luggage racks above the seats leaving plenty of room to rest and relax on your journey.

Upgrade to Business First and enjoy large individual personal space with the option to keep your luggage by your side or store it in the extra large luggage bay.

Help Centre

General

Help Centre

General

How do I get to Terminal 2?keyboard_arrow_down

How do I get to Terminal 3?keyboard_arrow_down

How do I get to Terminal 4?keyboard_arrow_down

How do I get to Terminal 5?keyboard_arrow_down

Who should I contact about lost property?keyboard_arrow_down

How do I connect to onboard WiFi?keyboard_arrow_down

Concessionary discounts for disabled people who do not hold a Disabled Persons Railcardkeyboard_arrow_down

Is there room on-board for my luggagekeyboard_arrow_down