COVID-19 - Our response

Fri 22 May 2020

Latest Travel Advice

The UK Foreign & Commonwealth Office (FCO) advises against all non-essential travel worldwide due to unprecedented international border closures and other restrictions. For more information please click here.

The Department for Transport recommends you consider all other forms of transport before using public transport. If you do need to make an essential journey with us, please read the government's guidance on traveling safely here

Our Response

We’re sorry to see how the Coronavirus (COVID-19) outbreak is affecting people’s travel plans. We wanted to let you know we are doing what we can to help by giving our customers more flexibility with their booking:

Fixed Day tickets

If you have a Fixed Date ticket for travel between 1 March and 30 June 2020, you can exchange this for another day up to 12 months from the date on the ticket free of charge. To take advantage of this, please contact our Customer Relations Team with details of your existing booking and new confirmed travel date.

Please note we are reviewing Fixed Day tickets eligible for complimentary date changes on a rolling basis. If you are booked to travel after 30 June 2020 please check back later.

Off-peak and Anytime tickets

Our Express Class and Business First Off-peak Single, Anytime Single and Anytime Returns are refundable up to 30 days after the expiry date of the ticket. For more information please see our Conditions of Carriage.

Additional cleaning

We’re proud to have the cleanest trains in the UK as rated by customers* but are still increasing our already thorough cleaning routine throughout the day and overnight at our depot to give you peace of mind when travelling with us.

Changes to our services

To ensure that vital train services for key workers can keep running throughout the Coronavirus (COVID-19) outbreak, a Reduced Timetable will run across the UK rail network and from Sunday 22 March Heathrow Express services will depart every 30 minutes:
- London Paddington to Heathrow Terminal 5: 25 & 55 minutes past the hour
- Heathrow Terminal 5 to London Paddington: 12 & 42 minutes past the hour
- Heathrow Terminals 2&3 to London Paddington: 17 & 47 minutes past the hour

More information

For the latest FCO advice please click here.

For the latest Heathrow Express service information, please check our website or Twitter page before you travel. For more information on travelling to Heathrow Airport in the next few months, please visit Heathrow Airport's website.

We truly value your trust and loyalty in Heathrow Express and we look forward to welcoming you on-board soon.

*95% Satisfaction with “Cleanliness of the inside” in the Autumn 2019 National Rail Passenger Survey