PREMIER+ Terms & Conditions

1.1. These terms and conditions (the “Terms") apply to the non-rail elements of bookings for PREMIER+ services (Lounge and Fast Track Departures) services made via www.heathrowexpress.com (the ”Website”) and, where indicated, purchases via third parties. The rail element of the bundle is subject to these Conditions of Carriage and as such, these Terms apply in conjunction with the Heathrow Express Conditions of Carriage (https://www.heathrowexpress.com/conditions-of-carriage) (the “Conditions of Carriage”) and nothing in these Terms seeks to vary the Conditions of Carriage, unless expressly stated.

1.2. These Terms apply to bookings created on or after 5th October 2026. For bookings created before that date, please see the relevant previous version of our terms.

1.3. By purchasing a PREMIER+ ticket, you agree to be bound to these Terms.

2.1. In these Terms and Conditions, the following expressions shall have the following meanings unless the context requires otherwise:

“Heathrow Express”, “we”, “us”, or “our” means Heathrow Express Operating Company Limited (whose registered office is at The Compass Centre, Nelson Road, Hounslow, Middlesex, TW6 2GW and whose registered number is 03145133);

“PREMIER+” is the premium product brand of Heathrow Express. From July 2026, Business First has been renamed PREMIER+;

“PREMIER+ Ticket” means a ticket purchased for travel on the Heathrow Express services which includes:

(i) access to Heathrow Express train services between London Paddington and Heathrow Airport;

(ii) access to the PREMIER+ carriage on board Heathrow Express services where available; and

(iii) access to Heathrow Airport Fast Track Departures (security) lanes;

“PREMIER+ Travel Package Ticket” means a bundled ticket which includes:

(i) access to Heathrow Express train services between London Heathrow Airport and London Paddington (depending on the type of ticket purchased) including the PREMIER+ carriage;

(ii) access to Heathrow Airport Fast Track Departures lanes; and

(iii) access to one nominated Heathrow Airport departure Lounge specified when booking, with entry subject to availability at the time of desired use;

“Customer”, “you”, or “your” means the individual travelling using a valid PREMIER+ ticket;

“Fast Track Departures” means Fast Track Departures lanes at Heathrow Airport;

“Lounge” or “Lounge Provider” means an independent third‑party provider operating passenger Lounges. In respect of Terminals 2 and 3, this is No1 Lounge and in respect of Terminals 4 and 5 this is Plaza Premium Lounge. Airline-operated Lounges and other third-party Lounges are not included in the PREMIER+ Travel Package Ticket.

3.1. PREMIER+ is the premium brand of Heathrow Express and is offered in two ticket types only: PREMIER+ Ticket and PREMIER+ Travel Package Ticket, each with options for a single or return journey.

3.2. The PREMIER+ Ticket does not include any Lounge access, whether at London Paddington or Heathrow Airport.

4.1. PREMIER+ Tickets may be purchased through all Heathrow Express sales and distribution channels, including but not limited to:

(a) the Heathrow Express website and mobile application;

(b) approved B2B and third‑party retail partners; and

(c) Heathrow Express frontline colleagues located at London Paddington Station or Heathrow Airport stations.

4.2. PREMIER+ Travel Package Tickets may only be purchased through the official Heathrow Express website at www.heathrowexpress.com.

4.3. PREMIER+ Travel Package Tickets are not available through third‑party retailers, ticket offices, ticket machines, airline channels, on‑board services, or Heathrow Express frontline colleagues.

5.1. PREMIER+ Tickets and PREMIER+ Travel Package Tickets are valid solely on Heathrow Express train services operating between London Paddington and Heathrow Airport terminals served by Heathrow Express (in both directions).

5.2. PREMIER+ Tickets and PREMIER+ Travel Package ticket holders may travel in the PREMIER+ carriage where available.

5.3. In order to board the train and travel, Tickets must be scanned at automatic gate lines or presented to authorised staff upon request:

(a) at London Paddington Station; and

(b) at Heathrow Airport stations.

6.1. Both PREMIER+ and PREMIER+ Travel Package Tickets include access to Heathrow Airport Fast Track Departures lanes only and do not include access to Fast Track Arrivals Passport Control.

6.2. Tickets must be presented at the relevant Fast Track Departures lane to gain access to Fast Track Departures.

6.3. Fast Track Departures access is subject to Heathrow Airport security requirements and availability, and it does not guarantee reduced waiting times.

6.4. Access to Fast Track Departures may be withdrawn or restricted during periods of disruption, operational constraints, or safety requirements, in the sole discretion of Heathrow Airport Limited and/or Heathrow Express Operating Company Limited. No refund will be given in respect of the PREMIER+ Ticket in this event.

6.5. The PREMIER+ ticket is non-refundable once travel has commenced, unless operational disruption prevents you from traveling. If you wish to amend or cancel your PREMIER+ Ticket, you should contact Heathrow Express Customer Relations, which can be accessed here: https://www.heathrowexpress.com/contact-heathrow-express. Requests will be assessed in accordance with the PREMIER+ Terms & Conditions and Heathrow Express Conditions of Carriage. Where a refund is approved, it will normally be processed using the original payment method.

7.1. Departure Lounge access at Heathrow Airport is included only with a PREMIER+ Travel Package Ticket.

7.2. PREMIER+ Travel Package Ticket holders are entitled to entry to one nominated Lounge Provider only within their chosen departure terminal.

7.3. Current nominated Lounge Providers include:

(a) No1 Lounges – Heathrow Airport Terminal 3 (Airside), Terminal 2 (Airside), for use when departing Heathrow Airport;

(b) Plaza Premium Lounge – Heathrow Airport Terminal 5 (Airside), Terminal 4 (Airside) for use when departing Heathrow Airport.

7.4. No other Lounge facilities at Heathrow Airport or London Paddington Station are included, including airline‑operated Lounges or other third‑party Lounges at Heathrow Airport.

7.5. The PREMIER+ Travel Package Ticket does not include a booking at the relevant Lounge and entry is subject to availability, Lounge capacity opening hours and operating conditions (in the Lounge’s discretion). Access to the Lounge is only valid on the same date as the Heathrow Express Ticket and for the Lounge that has been allocated to the booking.

7.6. Subject to Lounge opening times, you are only permitted to enter the Lounge from up to 3 hours before the scheduled flight departure time and you should make your booking in accordance with this. As the 3‑hour Lounge entitlement is based on the flight’s scheduled departure time, you will be expected to leave the Lounge at that point (unless additional hours have been purchased directly from the Lounger Provider). If you arrive at the Lounge more than 3 hours before your flight’s scheduled departure time, or if you wish to remain in the Lounge beyond the scheduled departure time, use of the Lounge is at the discretion of the Lounge staff and may be subject to additional fees.

7.7. In order to use the Lounge, a valid PREMIER+ Travel Package Ticket must be presented by you.

7.8. In addition to these Terms, your Lounge visit is subject to the individual terms and conditions of each Lounge Provider. Their terms are available online: https://no1lounges.com/terms-conditions/ (in respect of No.1 Traveller Lounges), https://www.plazapremiumlounge.com/en-uk/terms-and-conditions (in respect of Plaza Premium Lounges).

7.9. Use of additional facilities within airport Lounges, including but not limited to showers, changing rooms, wellness facilities or private rooms, are not included with a PREMIER+ Travel Package Ticket. Such facilities are not permitted for use under this ticket type and may be subject to additional charges payable locally, at the discretion of the Lounge Provider.

7.10. You may apply for a full refund of the PREMIER+ or PREMIER+ Travel Package Ticket if no element of the ticket (both the Heathrow Express, Fast Track Departures and the Lounge element) are unused and if a refund is applied for within 28 days of the date of travel.

7.11. Subject to the Heathrow Express Conditions of Carriage, the PREMIER+ Travel Package is non-refundable once travel has commenced, unless Heathrow Express determines that you were unable to access the Lounge due to being denied entry by the Lounge due to capacity or other operational reasons.

7.12. If you wish to amend or cancel your PREMIER+ Travel Package you should contact Heathrow Express Customer Relations, which can be accessed here: https://www.heathrowexpress.com/contact-heathrow-express. Requests will be assessed in accordance with the PREMIER+ Terms & Conditions and Heathrow Express Conditions of Carriage. Where a refund is approved, it will normally be processed using the original payment method.

7.13. Your booking is non-transferable either from you to someone else or between different airport Lounges.

7.14. Any regulations relating to the use of the Lounge are usually displayed on the entrance to the relevant Lounge or alternatively you can request them at the entrance to the Lounge from the relevant Lounge Provider.

7.15. There may be restrictions on the minimum age of children permitted access to the Lounge. Where children and infants are admitted it is your responsibility to supervise them.

7.16. Smoking restrictions will apply. Smoking is only permitted in the designated smoking areas within Heathrow Airport.

7.17. All Lounges have a smart casual dress code and all users of the Lounge should not misbehave or be drunk or disorderly. Lounge staff reserve the right, at their absolute discretion, to refuse admission and/or to ask people to leave if their behaviour or clothing is inappropriate and/or may cause offence or distress to other users of the Lounge. Please act with courtesy and consideration at all times for other users of the Lounge.

7.18. Lounge Provider staff may announce your flight but cannot guarantee to do so. All Lounges have flight information screens and you are responsible for looking at the screens and catching your flight. Neither the Airport, nor Heathrow Express, accept liability if you miss your flight due to failure to check the screens.

7.19. Heathrow Express does not guarantee that any particular catering or facilities within the Lounge will be available at the time of your visit, nor does it offer any guarantees as your enjoyment of the Lounge. Heathrow Express is not responsible for Lounge service levels, food or beverage availability, staff conduct, or Lounge closures.

7.20. Heathrow Express does not guarantee that the Lounge will be available to you, and your right to use it may be withdrawn without notice. If you are not admitted to the Lounge, except on account of your behaviour or dress, Heathrow Express will refund to you the price paid in respect of that service (not including the value of the PREMIER+ Heathrow Express train element of the ticket, if already used). No refund will be permitted where you have not left adequate time to access the Lounge.

7.21. Lounge staff have the right (at their discretion) to refuse to serve Customers any alcohol as may be available in the Lounge, if you cannot prove that they are over 18 years of age or for any other reason relating to their behaviour in the Lounge. No refund shall be given by Heathrow Express in such circumstances.

7.22. If you have purchased any spa products (including a spa package, express massage in the Lounge or any service provided in the“Travel Spa" area), please be aware that these are provided by the Lounge Provider (No.1 Traveller Limited) and Heathrow Express accepts no liability for any harm suffered by you in respect of such products or services except only to the extent that such harm is caused by Heathrow Express’ negligence. Please ensure that you make yourself aware of the terms and conditions relating to spa products which are available on https://www.no1traveller.com/terms.htm.

7.23. You should review if you are eligible for Lounge use under your airline ticket before purchase with the airline directly. No refunds will be offered in the event you elect not to use the service purchased via Heathrow Express outside of the cancellation period.

7.24. Heathrow Express’ responsibility in relation to Lounge services is limited to the booking, administration and sale of Lounge access via Heathrow Express. Heathrow Express does not operate the Lounges and does not provide the Lounge services themselves.

7.25. Any claims, loss, damage, injury or other issues arising out of or in connection with the use of the Lounge facilities, the provision of food or drink, the conduct of Lounge staff, any events occurring while you are inside Lounge or other service failures, must be raised directly with the relevant Lounge Provider and is subject to their own terms and conditions.

7.26. To the fullest extent permitted by law, Heathrow Express accepts no liability for any loss, damage, injury or inconvenience arising from your use of, or presence in, any Lounge.

8.1. PREMIER+ Tickets and PREMIER+ Travel Package Tickets are non‑transferable and valid only for the intended traveller (and, in the case of Lounge access, for the Lounge that has been allocated at the time of booking).

8.2. Tickets must not be resold, copied, altered, or used fraudulently.

8.3. Use of PREMIER+ tickets is at all times subject to the Conditions of Carriage, and any other applicable terms, policies, or conditions in force from time to time.

8.4. Misuse of a PREMIER+ ticket, or failure to comply with these Terms and Conditions or the Conditions of Carriage, may result in refusal of travel or access and cancellation without refund.

9.1. Refunds and changes are subject to the fare conditions displayed at the time of purchase and other conditions set out in these Terms.

9.2. No partial refund will be offered where any component of a PREMIER+ Travel Package Ticket is unused, unavailable, or declined.

10.1. Train disruption will be managed in accordance with applicable rail passenger rights – please see our Conditions of Carriage for more information.

10.2. Heathrow Express shall not be liable where Fast Track Departures or Lounge access is unavailable due to circumstances beyond its reasonable control. Such events may include (but are not limited to) severe weather, industrial action, civil unrest, fire, natural disaster, or other circumstances that could not reasonably have been foreseen or prevented. Where such an event occurs, Heathrow Express will take reasonable steps to reduce its impact on the services we provide. Nothing in this clause affects your statutory rights.

10.3. Heathrow Express may restrict access to Fast Track Departures and Lounges for safety, security or operational reasons in its sole discretion.

10.4. In the event that you wish to amend or cancel your booking due to an event of the kind listed in Clause 10.2, the Airport shall not be obliged to either refund any pre-payment, or make any other change to a booking, except as expressly stated in these Terms.

11.1. Any payments made by you using a third-party payment provider are subject to validation checks and authorisation by the relevant third-party payment provider. If authorisation is refused by the relevant third-party payment provider, we will not accept your booking for the eligible PREMIER+ service.

11.2. Payments made by using Apple Pay or Google Pay for the services referenced in these Terms will be processed via the card that has been registered with the digital wallet. Payments using Apple Pay or Google Pay will be taken at the time of booking of the PREMIER+ service. Refunds for any purchases made using Apple Pay or Google Pay will be returned to the same card registered to your digital wallet and subject to any other applicable terms set out in this Clause 11.

11.3. No refund (only made where due) will be made unless you can provide Heathrow Express with a booking reference number. Refunds are made to the original card on which payment was made or, if applicable, to the card registered to the digital wallet used at the time of purchase if you are paying using Apple Pay or Google Pay.

11.4. Your statutory rights are not affected.

11.5. If Heathrow Express cancels your booking for a reason within its direct control and not due to an event beyond Heathrow Express’ control (see Clause 10 above) then Heathrow Express will refund the amount it has received from your pre-booking to you on the card on which payment was made or, if applicable, to the card registered to the digital wallet used at the time of purchase if you are paying using Apple Pay or Google Pay.

11.6. If you are a member of the loyalty programme known as Heathrow Rewards then, to be able to earn any Heathrow Rewards points on any purchase of parking or the other services set out in these Terms, you include your Heathrow Rewards card number in the relevant field in the checkout process. Any transactions completed by a member of the Heathrow Rewards programme when signed into the My Heathrow account will subsequently be visible to view on your My Heathrow/my-bookings page. You can purchase parking or the other services pursuant to these Terms and access your booking as a guest user, without having to register for a My Heathrow Account. However, if you purchase these services as a guest user or access your booking as a guest user you will not earn or be able to redeem Heathrow Rewards points or convert Heathrow Rewards points into any partner programme.

11.7. Please see here for the terms and conditions applicable to My Heathrow and the Heathrow Rewards programme: https://www.heathrow.com/heathrow-rewards.

Our liability to you

12.1. Heathrow Express will act with reasonable skill and care when providing services to you.

12.2. Nothing in these Terms limits Heathrow Express’ liability in the case of death or personal injury caused by Heathrow Express’ negligence, or in the case of fraud.

12.3. Subject to Clause 12.2 (death, personal injury and fraud), Heathrow Express’ total liability to you, whether in contract, tort (including negligence) or otherwise, arising out of or in connection with the provision of each individual service listed below, shall not exceed £5,000 in the aggregate in respect of all claims relating to that service arising from the same PREMIER+ booking:

(a) Fast Track Departures;

(b) Lounge services (subject to Clause 7.25).

12.4. The Airport does not accept liability for:

(a) any indirect or consequential loss; or

(b) any loss of profit, loss of enjoyment, loss of revenue, loss of data, or loss of earnings; or

(c) any loss or damage howsoever occurring to you or your onward journey as a result of any wait, improper use or failure in the use of any of the services set out in these Terms;

(d) any loss, damage, injury or inconvenience arising from your use of, or presence in, any Lounge (pursuant to Clauses 7.23 - 7.25 (inclusive)), except to the extent that they arise directly from Heathrow Express’ own negligence in connection with the Ticket and associated administration of Lounge access, which is subject to Clause 10.

13.1. If there is any aspect of the PREMIER+ services referenced in these Terms that are not happy with, you can contact us to provide your feedback, raise a query or make a complaint by:

(a) Contacting Heathrow Express Customer Relations, which can be accessed here: https://www.heathrowexpress.com/contact-heathrow-express

14.1. These Terms, its subject matter and its formation, are governed by English law. You and we both agree that the courts of England and Wales will have exclusive jurisdiction.

14.2. We reserve the right to change these Terms, but once you have made a booking, the Terms which apply are those which were on the Website at the time the booking was. However, please do not assume that the Terms which applied on one occasion when you booked a service from us will continue to apply when you next book.

14.3. We recommend that you always read these Terms before booking to satisfy yourself that you accept them.

14.4. These Terms, along with all other relevant terms and conditions that are referred to herein, constitute the entire agreement between you and Heathrow Express with respect to the sale of the relevant services. The terms and conditions applicable to My Heathrow and the Heathrow Rewards programme are available here: Heathrow Rewards Terms & Conditions.

Last updated: 1^st October 2026