Our Response to COVID-19

As you’d expect, the safety of our customers and colleagues is always our first priority so if you are travelling with us in the near future or planning further ahead, here are the steps we're taking to help you enjoy a safe and comfortable journey with us.

 

Know before you go

Latest travel guidance

The UK Foreign & Commonwealth Office (FCO) advises against all but essential international travel except to the countries and territories listed here.

Face coverings must be worn at all times on public transport in England including on Heathrow Express services, you could be fined £100 for not wearing one. Some people may be exempt. For guidance on wearing a face covering please click here.

Changes to our train schedule and services

A reduced timetable is in place and Heathrow Express services are departing every 30 minutes until further notice:

- 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

For live service information please click here.

Purchasing train tickets

To help reduce the number of people who need to use a ticket machine please book before you travel online or via our app or travel using contactless or Oyster.


Stay safer while you travel

Face coverings are mandatory on our trains

The safety of customers and colleagues is always our first priority and we’re taking extra steps to help keep everyone safe so you can travel with confidence.

Face coverings must be worn at all times on our services. £100 fines are being issued by British Transport Police to people who do not wear a face covering. Some customers which may include people with a hidden disability or certain medical conditions may be exempt

Heathrow Express and Heathrow Airport are part of the Sunflower Lanyard scheme which enables our colleagues and other customers to recognise that you have a hidden disability and therefore may be exempt from wearing a face covering without you needing to declare it. To find out more or request a Sunflower Lanyard for free, please click here.

For guidance on wearing a face covering please click here.

Please keep a safe distance from other people at all times and follow the signs in place to help us all follow this important guidance.GoodtoGologo2resized

Safety measures and guidelines in train stations

If you need to use a ticket machine, please keep a safe distance from others at all times, there are signs on the floor to help you queue safely. Ticket machines are currently accepting card payments only and cash is not accepted at any sales point. We are regularly cleaning all touch points in stations including tickets machines, ticket barriers and lift call points and hand sanitiser is available for everyone to use at more than 600 locations throughout Heathrow Stations and Terminals.

At ticket barriers, please have your ticket, contactless card or device ready and keep a safe distance from others at all times.

Fewer people are travelling to and from Heathrow Airport at the moment which means there should be no delay in boarding or using a lift however, if a train or lift is busy, please wait and board the next one to help maintain social distancing.

When boarding at London Paddington, you may be asked to wait on the platform to allow our routine thorough cleaning to take place.

Train safety on board

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Once on board please continue to keep a safe distance from others at all times by choosing seating away from other customers, you may need to move to another carriage to help with this. We’ve updated our on board TV and are installing signage on trains to remind us all to follow this guidance.

On board toilets remain available complete with hand washing facilities and our team is refilling the soap regularly however if you find it empty or would like to share another comment or concern please let us know by messaging us on twitter: @heathrowexpress. Hand sanitiser is not provided on board our trains so we recommend travelling with your own to use on board and at other times on your journey.


At Heathrow Airport

Find out what extra measures Heathrow has introduced to help protect you and our colleagues, to give everyone peace of mind:

 

Face coverings

Everyone aged 11 and older is required to wear a face covering at all time within Heathrow terminals and stations.

Airline terminal moves

Airlines have temporarily relocated from Terminals 3 and 4 into Terminals 2 and 5 with all British Airways, American Airlines and Qatar Airways flights currently operating from Terminal 5. To check your terminal please click here.

Temperature screening trials

Heathrow is trialling temperature screening in Terminal 2 Arrivals and a small number of Terminal 5 departures.

For more information on travelling with Heathrow Airport at this time please visit heathrow.com.


Existing bookings

Fixed Day tickets

If you have a Fixed Date ticket for travel between 1 March and 31 August 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.

Off-peak and Anytime tickets

Our Express Class and Business First Off-peak SingleAnytime 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.

Carnet tickets

If you have a Carnet 6 or Carnet 12 which was due to expire between 1 March and 31 August, you can request an extension of up to 12 months by contacting our Customer Relations Team with details of your existing ticket and your next confirmed travel date.


Helpful links

For the latest FCO advice please click here.

For UK government's guidance on travelling safely here.

For the latest Heathrow Express service information, please check our website or Twitter page before you travel.

For more information on travelling with Heathrow Airport please visit Heathrow Airport's website.


FAQs

I have booked assistance, are there any changes to this?

Passenger Assistance services remain available, please continue to book before you travel through your airline and Network Rail. Our partners providing Passenger Assistance offering this service in line with the latest government guidelines including maintaining social distancing as much as possible and wearing face coverings.

For assistance at London Paddington please click here.

For assistance at Heathrow, please contact your airline

Is the toilet available on board?

Yes, toilets remain available on board complete with hand washing facilities. For your comfort, we are regularly cleaning the on board toilets throughout the day and these are always cleaned thoroughly overnight at our depot.

Are you doing additional cleaning?

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

Throughout the day dedicated cleaning teams at Paddington and Heathrow Airport clean high-frequency touch points such as hand rails and door buttons to ensure your safety, and ensure the replenishment of soap in all our on board toilets.

And each night every Heathrow Express train is thoroughly cleaned at our depot before entering into passenger service by a dedicated cleaning team and as an increased cleaning measure in response to COVID-19, a dedicated operative has been assigned to focus on cleaning all touch points for both drivers and passengers including buttons and grab handles/handrails using a powerful cleaning solution.

How will you manage social distancing on board?

Fewer people are travelling to and from Heathrow Airport at the moment which means you can expect to board any of our services without delay and enjoy your journey at a safe distance from others. In the very unlikely event a train is full and it’s not possible to board while maintaining social distancing, you will be asked to wait and board the next service.

In future, when more people start travelling to and from Heathrow Airport, we may need to introduce queuing in stations to help maintain social distancing on board however you can rest assured we would advise customers this is in place through our service information page and Twitter: @heathrowexpress.

What would happen if the last train was full and I couldn’t board?

Fewer people are travelling to and from Heathrow Airport at the moment which means you can expect to board any of our services without delay and enjoy your journey at a safe distance from others especially early in the morning or late at night.

In the very unlikely event the last train of the day is at capacity and it’s not possible to board while maintaining social distancing, our station team will be on hand to help you find an alternative route.

Do I need to reserve a seat or space on a train before travelling?

No, Heathrow Express continues to offer you the flexibility of boarding any service permitted with your ticket type. For more information on your ticket validity please click here.

Will face coverings be provided or available to buy at the station?

Customers arriving into Heathrow will be able to collect a face covering in terminals. If you are boarding at London Paddington please bring your own face covering ready to wear on our services and in Heathrow Terminals.

*93% Satisfaction with “Cleanliness of the inside” in the Spring 2020 National Rail Passenger Survey