Our 'living with COVID' Plan

This page was last updated on 16 March 2022

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.

In England, face coverings are no longer required by law. The government suggests that you continue to wear a face covering in crowded and enclosed spaces where you may come into contact with other people you do not normally meet.  

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

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.

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 where possible.

Safety measures and guidelines in train stations

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.

Train safety on board

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

Face coverings are no longer a mandatory requirement on Heathrow Express trains or at Heathrow Airport but we strongly encourage both colleagues and passengers to wear them, particularly where they come into close contact with others.

Airline terminal moves

Some airlines have temporarily relocated from their usual terminals. To check your terminal please click here.

Existing bookings

Fixed Day tickets

If you have a Fixed Date ticket for travel between 1 March 2020 and 31 January 2022, 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 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.

Carnet tickets

If you have a Carnet 6 or Carnet 12 which was due to expire between 1 March 2020 and 31 January 2022, 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.

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.

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