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Terms of Use

These terms of use ("Terms") apply to all users of (the "Website"). By using this Website you agree to be bound by these Terms.

References in these Terms to "we" or "us" are references to Heathrow Express Operating Company Limited.

Purpose of the Website

This Website is made available to consumers who choose to make bookings for Heathrow Express rail service between London Paddington and Heathrow Airport (the "Train Service") using the website.

The Train Service is supplied subject to the Heathrow Express Conditions of Carriage.

Availability of the Website

We use reasonable endeavours to ensure that the Website is available 24 hours a day 7 days a week. However there will be occasions when the availability of the Website will be interrupted for emergency repairs or due to failures of telecommunications links and equipment which are beyond our control, or for routine maintenance. We will take reasonable steps to minimise such disruption where it is within our reasonable control. We will not be liable to you for any modification, suspension or other non-availability of the Website.

Performance of the Website

We make no representation, and give no warranty as to the speed or the performance of the Website.

Accuracy of information on the Website

We use reasonable endeavours to check the accuracy of information published on this Website. In the unlikely event that due to a technical error, the amount of any charge is incorrect, we will notify you as soon as reasonably practical. We will then discuss with you the most appropriate way of rectifying the error. To the extent that the amount you have been charged for any reason exceeds the amount you should have been charged, we will provide you with a refund of the excess you have paid. Alternatively, we will seek to recover from you any underpayment by you made as a result of such technical error.

Your obligations

When making use of the Heathrow Express Ticketing website, you are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer, and to the extent permitted by applicable law you agree to accept responsibility for all activities that occur under your account or password. You should take all necessary steps to ensure that the password is kept confidential and secure and should inform us immediately if you have any reason to believe that your password has become known to anyone else, or if the password is being, or is likely to be used in an unauthorised manner. You are responsible for ensuring that the details you provide us with are correct and complete, and for informing us of any changes to the information you have provided. You can access and update much of the information you have provided us with, including your account settings, in the My Account area of the website.

You must not use the Heathrow Express Ticketing website: (i) in any way that causes, or is likely to cause, any access to it to be interrupted, damaged or impaired in any way, or (ii) for fraudulent purposes, or in connection with a criminal offence or other unlawful activity, or (iii) to cause annoyance, inconvenience or anxiety.

We reserve the right to refuse service, terminate accounts or remove or edit content if you are in breach of applicable laws, these Conditions of Use or any other applicable terms and conditions, guidelines or policies.

Third Party Links

We may choose from time to time to provide links to various third-party websites from the Website. This may include links to sites owned by our associated companies. These third-party links are provided for your convenience only and are accessed at your own risk. You agree that we have no responsibility or liability for any independent policies or actions of these third-party sites and are not responsible in any way for the privacy practices, customer service practices, content or availability of any such websites. You also agree that we shall not be responsible in any way for any damage or loss caused in relation to the content, goods or services available through such websites.


To the maximum extent permitted by law, all representations, warranties, terms, conditions and commitments not expressly set out in these Terms are hereby excluded.

Except in the case of death or personal injury caused by our negligence, or fraud, we do not accept responsibility for any loss or damage that you suffer as a result of using the Website. In particular, we do not accept responsibility for (a) any loss of profits, loss of anticipated savings, loss of goodwill or loss of revenue; (b) any loss or corruption of data; or (c) any indirect or consequential loss.


The Heathrow Express trademarks are all registered. You agree not to copy, reproduce, upload, post, display or use in any way these trademarks without our prior written permission.

The copyright in the content provided on this Website including all of the graphics, code, text products, software and design ("Heathrow Express Materials") is owned by us. All rights are reserved.

You are granted a limited personal non-exclusive licence to use the Heathrow Express Materials for use relating to the booking of tickets on the Train Service. As such, you may make copies of this Website as necessary incidental acts during your viewing of it, and you may print for your personal use so much of this Website as is reasonable for these purposes. Save as expressly set out, you may not modify, copy, reproduce, re-publish, upload, post, transmit or distribute in any way any of the Heathrow Express Materials. Any use of the Heathrow Express Materials not expressly permitted in these Terms is strictly prohibited and will constitute an infringement of the copyright and other intellectual property rights of our licensors.

You may not create a hypertext link to the Website or "frame" the Website, except with the express advance permission of Airport Express.

Complaints & Disputes

We encourage you to contact us directly if you have a complaint or dispute, via our feedback form, phone or post.  

For information on the European Online Dispute Resolution platform, please visit

Amendments to these Terms

We reserve the right to amend these Terms from time to time. When we make a change we will update this page of the Website. The date of the last revision to these Terms is set out at the end of them. We recommend that you revisit this page from time to time so as to ensure that you are aware of any changes that we have made to these Terms.


These Terms are governed by and shall be construed in accordance with English law. Any dispute arising between us in relation to these Terms shall be subject to the exclusive jurisdiction of the English courts.

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