Our Response to COVID-19

This page was last updated on 19 July 2021

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

Foreign travel guidance

Get advice about travelling abroad, including the latest information on coronavirus, safety and security, entry requirements and travel warnings with all information and the latest rules on the UK.GOV website.

If you are travelling into the UK there are strict testing processes and quarantine measure that you must adhere to. All requirements can be found here.

Whilst the legal requirement to wear a face covering is being lifted from 19 July, the government expects and recommends that people wear face coverings in crowded areas, such as public transport. Face coverings remain a mandatory requirement for everyone aged 11 years and over on Heathrow Express trains and within Heathrow Airport unless you are medically exempt.

Train schedule and services

Heathrow Express services are departing every 15 minutes

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. Customers, including 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. To find out more or request a Sunflower Lanyard for free, please click here.

Whilst there is no longer a legal requirement to maintain social distancing, we do encourage you to continue to keep a safe distance from other people at all times and follow the signs in place for the comfort and benefit of all. 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 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 on-board.

Train safety on board

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Once on board we encourage you to keep a safe distance from others by choosing seating away from other customers, you may want to move to another carriage to help with this.

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 times on board our trains and within Heathrow terminals and stations.

Airline terminal moves

Some airlines have temporarily relocated from their usual terminals with all British Airways, American Airlines and Qatar Airways flights currently operating from Terminal 5. To check your terminal please click here.

Testing facility at Heathrow 

Passengers can purchase pre-departure Covid-19 tests at Heathrow. Find out more here.

For more information on travelling within 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 2020 and 30 July 2021, 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 2020 and 30 July 2021, 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 FCDO 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 are 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. For toilet facilities at Paddington station, please click here.

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 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 may be asked to wait and board the next service.

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