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How to Complain to Heathrow Express
Heathrow Express is listed as a train operator participating in the Rail Ombudsman scheme.
At A Glance
Your Rights
What the rules say, with a link to the official source for each.
Complaining to Heathrow Express
How to Complain
Heathrow Express is listed as a train operator participating in the Rail Ombudsman scheme. source
Claiming Delay Repay
What Delay Repay Is
Most train companies run Delay Repay: you can claim compensation when your train reaches your destination late. Many start at 15 minutes, but the threshold and rules are set by each company, so check the one that ran your train. source
How Much You Get
As Great Western Railway states it: 15 to 29 minutes late, 25% of a single or season ticket and 12.5% of a return; 30 to 59 minutes, 50% of a single and 25% of a return; 60 to 119 minutes, 100% of a single and 50% of a return; 120 minutes or more, 100% of a single or return and 200% of a season ticket. Other companies' figures may differ. source
Tickets That Count
Tickets that count usually include singles, returns, season tickets (weekly, monthly, annual and flexi), carnets, smartcards and eTickets. Check your company's list. source
How to Claim
You claim from the train company that ran the delayed train, normally online with proof of your journey. Great Western Railway says late claims are typically rejected, so claim quickly. source
How You Are Paid
Compensation can usually be paid by bank transfer, card, cheque, voucher or a charity donation. Paper claims at staffed stations are often limited to cheques or vouchers. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 15 minutesDelay needed to start a Delay Repay claimOften 15 minutes late at your destination; some companies differ, so check yours
- 28 daysClaim Delay RepayTypically within 28 days of the delay; late claims are usually rejected
Steps to Take
Step 1 of 5
Gather your evidence: order, account or booking number, dates, receipts, screenshots, emails and notes of calls.
Step 2 of 5
Complain to Heathrow Express in writing using the route below, and ask for a complaint reference. Say what went wrong, what you want, and by when (14 days is reasonable). Our free letter templates can write it for you.
Step 3 of 5
Keep a record of every contact: dates, names and reference numbers. Use email or a form where you can, so you have proof.
Step 4 of 5
If you are not getting anywhere, ask for a final response in writing.
Step 5 of 5
If it is still not put right, take it to Rail Ombudsman.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies. All are free.
Heathrow Express Customer Service
Use the contact or help section of Heathrow Express’s own website to find its current complaints route.
Rail Ombudsman
Once Heathrow Express has had its chance. See When You Can Escalate under Your Rights.
Your Card Provider
If you paid by card, Section 75 (credit card) or chargeback (debit card) may help.
Citizens Advice Consumer Service
Free advice. It can pass a report to Trading Standards.
Good to Know
Small things that make your complaint stronger.
Keep your ticket, booking confirmation and a note of the train times affected.
Most train companies run a “Delay Repay” scheme that pays compensation for delays over a set length. Check your operator’s own page for the delay length and how long you have to claim.
If the train company is covered by the Rail Ombudsman (see the section above), you can take an unresolved complaint there once the company has had the chance to deal with it.
Consumer Protection UK is independent and is not connected to Heathrow Express. This guide uses information published by Heathrow Express and the schemes named here. All product names, logos and brands are property of their respective owners.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- railombudsman.org/en/serviceproviders Checked 4 October 2026
- gwr.com/help-and-support/refunds-and-compensation/delay-repay Checked 12 October 2026