What our app and website improvements mean 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 the important things to know:
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.
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, 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.
