Delay Repay · Heathrow Express · checked 25 September 2026
Compensation for delays with Heathrow Express
Heathrow Express does not use Delay Repay. Its Delay Compensation Scheme pays a quarter of the fare when you arrive more than 30 minutes late, and half from an hour. Claim within 28 days of the journey.
At a glance
- Pays from: 30 minutes late at your Heathrow Express destination.
- Claim within: 28 days of the journey.
- Where: heathrowexpress.com, changes and refunds, through the online form on its contact page, or by post.
How much
| Late by | Share of the Heathrow Express fare |
|---|---|
| 30 to 59 minutes | 25% |
| 60 minutes or more | 50% |
The share is of the Heathrow Express part of your ticket. The scheme does not treat returns separately, so ask if you are unsure how a return is counted. It says nothing about seasons or carnets.
How to claim
Use the online form on Heathrow Express's contact page and send a photo or scan of your ticket. By post, send the original ticket with a letter saying why, plus your email and phone number, to Freepost HEATHROW EXPRESS Customer Relations Department. From abroad: Heathrow Express Customer Relations Department, PO Box 887, 3 Manor Court, Exeter EX1 9YT.
How you are paid
To a credit or debit card only, normally the one you paid with. It cannot go to a bank account or card outside the UK. Heathrow Express aims to pay within 20 days.
Cancelled trains
A cancellation that gets you to your destination more than 30 minutes late counts under the same scheme. If you choose not to travel because trains are delayed or cancelled, you can have a refund within 28 days of the ticket's expiry.
Worth knowing
- You can use the scheme or claim under the Consumer Rights Act 2015, not both, for the same journey.
- Unresolved disputes can go to the Rail Ombudsman.
Platted keeps the record for you
Platted keeps every journey you take with it for 13 months, with what a claim form asks for: the date, the stations, the booked and actual times, how late, why, and the operator. Each one copies with a tap. When a train arrives late enough to claim, Platted tells you once, then once more a week before the window shuts.
You claim on the operator's own site. Platted does not claim for you, sends the operator nothing and takes nothing from what you are paid.
Coming soon to the App Store Coming soon to Google Play
Related: Elizabeth line, Gatwick Express, Stansted Express. Every other operator is on the Delay Repay page.
Checked against the changes and refunds page on heathrowexpress.com and Heathrow Express Conditions of Carriage on 25 September 2026. If Heathrow Express changes its rules, its own page is right and this one is out of date: tell us at [email protected].