Heathrow Express Delay Repay: How to claim compensation for late trains

Delay Repay often refers to a national scheme that compensates passengers who experience delays or cancellations. Some train companies, like Heathrow Express, aren’t on the same Delay Repay scheme and offer their own form of compensation. The amount refunded is similar to those from other operators following the National Rail Conditions of Carriage. Compensation varies based on the length of the delay. If the original timetable was amended due to planned engineering works, bank holidays or any other reason, the new train times will apply.

Heathrow Express Delay Repay is applicable to services that arrive 30 minutes or more behind schedule. We recommend claiming as soon as possible after the delayed journey and having proof of travel ready to support your claim. If your claim is successful, compensation will be payable via the same method used to purchase the ticket. Alternatively, Heathrow Express will get in touch to seek another payment option if the original method is not possible.

To apply for compensation, you can complete the online form on the Heathrow Express website or send your application via post. Postal claims should include a cover letter outlining the reason for the request as well as the original ticket. Provide an email address and phone number in your letter so a member of the Heathrow Express team can get back to you. Passengers in the UK can send their claims to:

Freepost HEATHROW EXPRESS Customer Relations Department

If you’re based abroad, please send your compensation claim to the following address:

Heathrow Express Customer Relations Department

PO Box 887

3 Manor Court

Exeter EX1 9YT

United Kingdom

Completing an online application is much simpler. Fill in your personal details on the ‘Customer query/feedback form’ at the bottom of the contact page. In the ‘Enquiry Details’ section, select ‘Refund or Delay Repay’ under ‘Contact Type’, ‘Heathrow Express’ under ‘Service Area’, then ‘Delay Repay’ under the ‘Specific To’ dropdown menu. Complete the details regarding your journey, including the departure and arrival stations, ticket type, fare and booking reference (not applicable to paper tickets).

Note: You must apply for compensation from the operator, not Trip.com.

The amount of compensation you’re entitled to depends on how long your Heathrow Express train was delayed Compensation is provided for delays of 30 minutes or more. Here are the percentages to calculate how much you’ll be refunded:

If you’re taking a connecting train, refunds will only be provided for the Heathrow Express service.

If your Delay Repay claim with Heathrow Express was unsuccessful, it could be because the train you took was delayed by less than 30 minutes or you did not provide enough information about your journey. Reasons your claim could be denied include:

• The delay being caused by another train operator
• Sending no/insufficient supporting evidence with your claim
• Not including a cover letter with your request (postal claims only)
• Providing an invalid ticket for the journey being claimed
• Submitting more than one claim for the same journey

To get clarification on the decision regarding your Delay Repay request, contact the Heathrow Express team. You should receive a response within 20 working days.

Can I appeal a Heathrow Express Delay Repay decision?

Your Delay Repay claim may be declined or result in you receiving the wrong amount of compensation. Get back in touch with Heathrow Express via the contact page if you wish to appeal the outcome of your Delay Repay claim.

Heathrow Express tickets (excluding Advance Fixed Date tickets) are only refundable if they’re unused and returned within 28 days of the travel date. Carnets containing multiple tickets can only be refunded if no tickets were used for travel. The date of purchase must be no more than 12 months after the current date.

Delay Repay is a scheme for passengers who have travelled on Heathrow Express that was delayed by at least 30 minutes.

• Check that the delay to your journey was at least 30 minutes on a service operated by Heathrow Express.
• Ensure that your journey details are accurate (particularly the dates and timings provided in your Delay Repay claim), as mistakes cause delays or even unsuccessful claims.
• Provide high-resolution copies of tickets and passes so that your claim gets processed.
• Confirm that no planned engineering works, etc., amended the original timetable for your route.

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