CONDITIONS OF CARRIAGE FOR TICKETS PURCHASED ON OR AFTER 2 MAY 2018 Introduction When you buy a ticket to travel on the railway network, you enter into an agreement with the Railway Operators. That agreement gives you the right to make the journey shown on the ticket you have bought. Conditions of carriage are part of that agreement. They set out the rights you have – what you can expect of the Railway Operators and what they are obliged to do. These Conditions supersede all previous editions and are valid until further notice. They apply to journeys on the Heathrow Express. The National Rail Conditions of Carriage apply to all other non international journeys by scheduled passenger train services on the main line railway network of Great Britain (including Heathrow Connect). Transport for London’s conditions of carriage apply to journeys on services run by London Underground Limited and London Bus Services Limited. Docklands Light Railway’s condition of carriage apply to journeys run by Docklands Light Railway. Tramlink’s conditions of travel apply to journeys run by Tramlink Croydon Limited. These Conditions apply to tickets purchased on or after 2 May 2018. Section Page(s) Contents 2 Our responsibilities 3 Your responsibilities 3 Tickets 4-7 Rights to refunds on tickets 8-9 Accommodation on trains 10 Luggage 11-12 Carnets 13 Technical issues – the small print 14-16 Definitions 17 We welcome comments on our service. Contact us: • by post to: Heathrow Express Customer Relations Department, Freepost RTXU-CZKK-YYEJ The Compass Centre Nelson Road London Heathrow Airport HOUNSLOW TW6 2GW • by phone Monday to Friday 0900-1700 on 0345 600 1515 • via twitter @HeathrowExpress • via our website http://www.heathrowexpress.com/contact-heathrow-express Page | 2 CONDITIONS OF CARRIAGE Issued 2 May 2018 Introduction 1. Our responsibilities 1.1 What we will do Heathrow Express will use reasonable care and skill to carry you between London Paddington and Heathrow. In the event of disruption within our control, we will take you to your Heathrow Express destination by train, coach or taxi or by a combination of these at our discretion. Our liability is limited to the cost of providing a taxi to that destination. We are not liable for any consequential loss or any other loss. Subject to any advertised restrictions, you may join any train for which your ticket is valid, but we do not guarantee to provide you with a seat. 2. Your responsibilities 2.1 Make sure you allow enough time for the journey Your airline or travel agent will tell you the minimum check-in time - the time by which you have to be at their check-in desk. We always advise customers to check our website, heathrowexpress.com, and Twitter feed @HeathrowExpress before they travel. These channels will give the latest information about disruption and timetable changes. You should allow adequate time to get from the train to the check-in desk for your minimum check-in time. We recommend at least ten minutes for this at Terminals 2 & 3; and at least five minutes for your minimum check-in time at Terminals 4 and 5. Remember that there may be queues at check-in desks during busy periods. 2.2 Please check tickets and change at the time of issue When you buy a ticket, please make sure that it is for the journey you wanted and that you have received the correct change. If possible, you should draw any apparent errors to the attention of the staff at that time. Otherwise, whoever sold you the ticket will need reasonable proof that an error was made before putting it right. 2.3 Make sure you are on the correct train and that you get off at the right station Please make sure that you join the correct train and that you get off at the right station. We cannot be held responsible for any loss or delay if you do not do so. Page | 3 CONDITIONS OF CARRIAGE Issued 2 May 2018 3. Tickets 3.1 Requirements to hold a ticket Tickets are needed for all journeys except when travelling in Express Class between Heathrow terminals. You have the right to use our trains if you hold a ticket or other authority to travel, as long as it is valid on those trains for the journey you wish to make. You must have a valid ticket or other authority to travel when travelling on Heathrow Express (apart from journeys between the Heathrow stations) or you may be treated as having joined a train without a ticket and charged at the appropriate full on-board fare. Passengers travelling without the means to pay will be asked to provide full contact information, and will be invoiced for the full on-board fare plus a reasonable administrative charge of up to £10 or equivalent. Please note that Heathrow Connect tickets, Travel Cards, Oyster cards or Freedom Passes are not valid for travel on Heathrow Express. Tickets are only valid for the direction of travel stated on the ticket when purchased. 3.2 Buying a ticket For convenience and our best offers, we recommend you purchase your ticket before you start your journey. Tickets can be purchased from these points of sale using the following methods of payment: Heathrow Ticket Vending Mobile Sales Online & Customer Onboard Express Ticket Machines Advisors Mobile app Relations Offices Cash-UK Sterling ✓ ✘ ✓ ✘ ✘ ✘ Cash-Euros ✓ ✘ ✘ ✘ ✘ ✘ Cash-US Dollars ✓ ✘ ✘ ✘ ✘ ✘ & Japanese Yen VISA, Master- card, American ✓ ✓ ✓ ✓ ✓ ✓ Express and JCB Diners/Discover ✘ ✘ ✓ ✓ ✓ ✓ *All payment and ticket purchases will be issued with a receipt and cash payments on request.. Page | 4 CONDITIONS OF CARRIAGE Issued 2 May 2018 Ticket types that can be purchased from points of sale: Heathrow Ticket Onboard Mobile Online & Customer 3rd Party Express Ticket Vending Sales Mobile app Relations vendors & Offices Machines Advisors Nat Rail Full fare tickets ✓ ✓ ✓ ✓ ✓ ✓ ✓ Advance tickets ✘ ✘ ✘ ✘ ✓ ✘ ✘ Railcard ✓ ✘ ✘ ✓ ✓ ✓ ✓ discount Disabs led railcard ✓ ✘ ✓ ✓ ✓ ✓ ✓ discount Carnets ✓ ✓ ✓ ✓ ✓ ✓ ✘ Other ID cards* ✓ ✘ ✘ ✘ ✘ ✘ ✘ *Varies per vendor, see individual Ts & Cs A range of tickets and offers may be purchased from our website at www.heathrowexpress.com, and our smart phone app. You can choose to have your tickets sent by email or direct to your mobile device. These will need to be shown to our Customer Hosts onboard the train who will scan and validate the tickets. The price paid by you is valid for the duration of the ticket and any subsequent change in prices during this period will not affect a ticket that has already been purchased. The prices quoted on our website for online purchases are in GBP sterling, US Dollars and Euros. If you choose to pay for your tickets using any other currency other than GBP sterling you may have to pay a further fee in respect of the exchange rate. The price you see displayed on our website is the final price of the ticket subject to your credit card terms and conditions. Prices may vary from time to time. To allow our onboard team to validate your mobile tickets, please allow a minimum of 30 minutes between purchase and use. Heathrow Express ticket offices are open throughout our train operating hours. Peak travel times Our Peak travel times are from 06:30 until 09:30 and 16:00 until 19:00, Monday to Friday. Travel outside of those times, on weekends and on public holidays is all off peak. Off-Peak Express Single tickets can't be used during our peak travel periods. Discounts If you wish to purchase your ticket using a Railcard or a Heathrow Airport ID Card, you must do this at one of our ticket offices, from our mobile sales agents, using our mobile app or online at www.heathrowexpress.com. Please carry your valid Railcard or Heathrow Airport ID Card with you at all times whilst travelling on the Heathrow Express. If you wish to travel using a Travel Warrant, you must purchase your ticket at one of our ticket offices. If you hold a Disabled Persons’ Railcard, you may purchase tickets from our ticket offices, from our mobile Page | 5 CONDITIONS OF CARRIAGE Issued 2 May 2018 sales agents, using our mobile app or online at www.heathrowexpress.com. Railcard discounts may normally only be used to purchase Express Class tickets: the only exceptions are Disabled Persons’ Railcards and Senior Railcards. 3.3 Advance tickets • Advance tickets can only be purchased online or through the mobile app. • Advance Tickets are only available as e-tickets or mobile tickets. • Single Advance Tickets are valid for one journey on the outbound travel date booked. • Advance Tickets are non-refundable and non-exchangeable. • Advance Tickets can be used in conjunction with Railcards but may not be used in conjunction with any other promotion, offer, discount or any other train company special offers. 3.4 Third parties Customers purchasing their tickets through a third party channel and not directly from Heathrow Express should follow the attached link to see all terms and conditions for your ticket/s as appropriate. Channels within this environment are: • Direct booking through a partners own website, eg: an airline website or payment card website. • Booked through Trade site web service back office solution provided by Heathrow Express. • White label site. • Landing page solution where you are directed to from an email or website click through. If you are in any doubt then please make contact directly with the organisations that you purchased your ticket/s through. 3.5 Offer products From time to time Heathrow Express may make available special ‘Offers’. Availability at points of purchase may vary depending on the promotion.