New website and app launching 15th October!
Our website and app will be unavailable from midnight tonight for several hours whilst we work behind the scenes to update to the new platforms.
We’re really excited for you to see what we’ve been working on and there is not long to wait – especially as it will include a variety of improvements and new features, including:
Quick booking – You’ll be able to book a Heathrow Express ticket in just a few clicks - create an account and login to use this new feature.
Clear ticket options – Getting the best fare for tickets can be confusing but it shouldn’t be. Our website and app will highlight the cheapest tickets to get you the best deal.
Personalised content – Register and you’ll get access to your booking history so you can keep track of your journeys past and present. You’ll also receive information which is relevant to you.
Automated next train times – You’ll be able to see when the next available train is due to leave via the app.
Easier to navigate – All websites should be easy to use and information easy to find – we’re working to make sure our new website is just that.
New simple to use help centre – If you need to ask us a question or provide us with feedback, our new improved help centre will make this even easier.
Mobile friendly design – Our new app will be ideal for phone and tablet owners, but if you’d rather use your device’s browser then no problem - the new website will be optimised for mobile phones.
Additional languages – Travellers from all over the world use our services so our new website and app will be available in different languages - including French, German, Spanish and Italian, along with US English.
Adding a London Underground journey - You will be able to add a London Underground ticket to your Heathrow Express ticket purchase helping you plan your journey from start to finish.
Get set for the switch over - What it means for your travel
Important changes to tickets
In addition to improving our website and app we are making some changes to our ticketing to bring it into line with the way other national rail services operate.
Here are some key points about this new development:
Tickets bought before launch
All tickets bought before launch will continue to work as normal by scanning the barcode on your booking confirmation email at the gate line. If you wish to access your tickets on your app then there are some important considerations as follows:
Tickets bought logged in with an account
Tickets within your mobile wallet will be unaffected and once you have downloaded the new app and logged in you can access your tickets on your mobile phone in your app account. The same applies if you have bought tickets logged in with a website account.
Tickets bought as a guest (without creating an account)
Tickets within your mobile wallet will be unaffected. However, If you purchased tickets as a guest on the app, when you update the app the old tickets will no longer show in the new app. You should use the booking confirmation email as your ticket to travel which contains a barcode to scan at the gate line.
If you do not update the old app you will be able to access your tickets only. All other functions on the old app will not work.
Changes for tickets bought from launch on the new website or app
If you book Heathrow Express only
Tickets will be accessible in the form of a PDF which you can download from a link in your booking confirmation email or through the app or your online account.
You will be able to add your e-tickets to your mobile phone’s wallet.
Note: the new booking confirmation email will no longer serve as a ticket itself.
If you book Heathrow Express plus London Underground
You will need to collect your Heathrow Express and London Underground tickets from a ticket machine at Heathrow Airport, London Paddington or one of 1,700 stations across the UK.
You will need to enter your collection reference number – which will be in your booking confirmation email – and you will also need the payment credit or debit card to receive your tickets from the machine.