Faqs

  • I have received my E-ticket which has my name as the traveller. Will the E-ticket still be valid for travel if someone else uses the E-ticket?

  • Heathrow Express E-tickets are fully transferrable. The ticket is valid for use by the ticket holder regardless of the name printed.

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  • Can Oyster Cards and the Freedom Pass be used for travel on the Heathrow Express?

  • Oyster Cards and Freedom Passes are not accepted on the Heathrow Express. Please see Railcards for a full breakdown of accepted railcards.

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  • What time is the first train from Paddington?

  • The first train is 05.10am Monday to Saturday and at 06.25am on Sunday.

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  • Can I use a Railcard when booking online?

  • Yes, railcards can be used when purchasing tickets online.

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  • Can I use a railcard at Heathrow Express Ticket Offices?

  • Yes, great discounts on Heathrow Express tickets are available with a:

    Family Railcard
    Senior Railcard (no time restrictions on Heathrow Express services)
    Disabled Persons Railcard
    Young Persons Railcard
    HM Forces Railcard
    Network Railcard
    Annual Gold Card Railcard
    Two Together Railcard
    ISIC Railcard
    HAL Employee Discount Railcard

    For details on how to apply, and for the terms and conditions of these cards, go to www.railcard.co.uk.

    We also offer a 25% discount on travel to anyone with an International Student Identity Card.

    Please note that tickets with railcard discounts need to be purchased at Heathrow Express ticket offices and cannot be purchased online.

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  • Can tickets be used in either direction?

  • As of 2 May 2018 we have changed some of the terms and conditions to our tickets:

    For tickets purchased on or after 2 May 2018

    You will not be able to use tickets in either direction. Tickets must be used for the direction they were booked. For example, a ticket from Paddington to Heathrow cannot be used for travel from Heathrow to Paddington.

    For tickets purchased before 2 May 2018

    You will be able to use these in either direction regardless of the direction chosen when purchased.

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  • I’ve booked an incorrect date or my flight is delayed, will my booking still be valid?

  • Please contact our Customer Relations team on: +44 (0) 345 600 1515 (09:00-17:00hrs GMT Monday-Friday). Calls from the UK to this number are charged at the local rate. Costs from international networks may vary.

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  • What should I do if I have not received my confirmation email?

  • If it still hasn't arrived after 1 hour and it isn't in your junk mail folder, please contact us

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  • How long are tickets valid for?

  • For tickets purchased on or after 2 May 2018 the following validity applies:

    Validity of tickets bought online
    Single: All single tickets are only valid on the date of travel specified on the ticket when purchased
    Return: Your outbound journey must be must be made within 5 days of the date of travel specified on the ticket when purchased. The return journey must be made within 30 days of the date of travel specified on the ticket when purchased.
    Advance: Valid for one journey on the date of travel specified on the ticket when purchased
    Carnet: Valid for 12 months from the date of purchase

    Validity of tickets bought from ticket offices or machines
    Single: All single tickets are only valid on the date of travel specified on the ticket when purchased
    Return: Your outbound journey must be must be made within 5 days of the date of travel specified on the ticket when purchased. The return journey must be made within 30 days of the date of travel specified on the ticket when purchased.
    Carnet: Valid for 12 months from the date of purchase

    For tickets purchased before 2 May 2018 the following validity applies:

    Validity of tickets bought online
    Single: Valid for three months from the travel date shown on ticket
    Return: Valid for three months from the travel date shown on ticket; once you make the outbound journey, the return is valid for one calendar month
    Advance: Valid for one journey on the travel date shown on ticket
    Carnet: Valid for 12 months from the date of purchase

    Validity of tickets bought from ticket offices or machines
    Single: Valid on the date of purchase
    Return: Valid for one calendar month from the date of purchase
    Carnet: Valid for 12 months from the date of purchase

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  • Can I claim a refund and how?

  • Customers are entitled to a refund on their ticket in circumstances expressly permitted by the Heathrow Express Conditions of Carriage or the special conditions of each ticket type.

    For online bookings, you can apply for a refund here.

    If you would like to apply for a refund on an unused ticket bought at a machine or ticket office, please post your original ticket along with a cover letter giving the reason for your refund request. Please include an email address and contact phone number in your letter to enable us to contact you about your query.

    Heathrow Express Customer Relations Department
    Freepost LON16331
    London
    W2 6BR

    If you would like the refund credited to a card account, It will be necessary to provide the card details.

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  • Do you offer concessionary discounts for disabled people who do not hold a Disabled Persons Railcard?

  • Blind or visually-impaired customers travelling with a companion

    If you are registered as blind or visually-impaired and are travelling with another person, the concessionary discounts shown below apply for both you and your companion. You cannot get the discount if you are travelling on your own. Discount applies to adult fares only.

    Please take evidence of your visual impairment such as a document from a recognised institution such as Social Services, your Local Authority, The Royal National Institute for the Blind (RNIB) or St Dunstans when buying your ticket and making your journey. Tickets can be purchased from staffed ticket offices.

    Customers who stay in their own wheelchair during a rail journey

    If you need to stay in your own wheelchair during your rail journey the concessionary discounts shown below apply. Discounts are available on adult and child fares. The discounts below apply if you are travelling alone. They are also available to one adult travelling with you.

    Discounts available on the following tickets

    34% off full fare Express Saver Single or Return
    34% off full fare Business First Single or Return

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