Here are answers to the most frequently asked questions. If you have a question that you don't see here, please e-mail it to us and we'll get back to you.
| The service | |||
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How long does it take? | ||
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How do I know which terminal I need? | ||
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Where at Paddington station does the train go from? | ||
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At what times do trains depart from Paddington? | ||
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What about travel from Heathrow to London? | ||
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Will you offer a guaranteed arrival time for the Heathrow Express service? | ||
| Tickets | |||
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Can I use my BritRail pass? | ||
| Paddington Station | |||
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How many Customer Service Representatives will there be at the Station? | ||
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Is there a timetable at Paddington? | ||
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From which platform does Heathrow Express depart? | ||
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Are there many steps before getting on the train? | ||
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Is there a meeting point at Paddington? | ||
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Where is Paddington and what are its connections? | ||
| The Timetable | |||
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What sort of timetable does Heathrow Express have? | ||
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What about bank holidays, weekends and Christmas? | ||
| The Train | |||
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Are disabled facilities provided on board Heathrow Express? | ||
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How many seats are there? | ||
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Is there luggage storage on board? | ||
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Do I have to carry my own luggage? | ||
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Is there a First Class? | ||
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What customer safety features does the train have? | ||
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Are there any payphones on the train and if so how many? | ||
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Is the train air conditioned? | ||
| Staff | |||
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Will there be staff onboard Heathrow Express? | ||
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How many Customer Service Representatives will there be at the Station? | ||
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Will staff be identifiable, i.e. wearing name badges? | ||
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Will the Customer Service Representatives have First Aid training? | ||
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How many staff does Heathrow Express have? | ||
| Special Needs | |||
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Are there any special needs facilities and what are they? | ||
Miscellaneous |
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Is there any catering on the train? | ||
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Are there any facilities for unaccompanied minors? | ||
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Are there any arrangements for accompanied animals and articles? | ||
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Can I take skis on the train? | ||
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Can I take my bicycle on the train? | ||
The service |
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| How often do trains depart from Heathrow? | |||
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Every 15 minutes. The first train leaves Heathrow at 5:02 am, the last at 11:52 pm. | ||
| How long does it take? | |||
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15 minutes to Paddington station from terminals 1, 2 and 3. Allow another five minutes from Terminal 4. | ||
| How do I know which terminal I need? | |||
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Check your airline ticket or itinerary for details. Otherwise a list of the airlines and which terminals they operate from is displayed on the platform at Paddington. Or you can ask any Heathrow Express staff. | ||
| Where at Paddington station does the train go from? | |||
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Trains depart platforms 6 and 7. | ||
| At what times do trains depart from Paddington? | |||
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10, 25, 40, 55 minutes past the hour from 5:10 am to 11:40 PM | ||
| What about travel from Heathrow to London? | |||
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Departs Terminal Four at 02, 17, 32, 47 minutes past the hour. Departs Heathrow Central 07, 22, 37, 52 minutes past the hour. From 5:07 am to 23:52 PM | ||
| Will you offer a guaranteed arrival time for the Heathrow Express service? | |||
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We aim to see 99% of trains arriving within 2 minutes of the published time. | ||
| Tickets | |||
| Can I use my BritRail pass? | |||
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From 1/1/99 it is possible to travel on Heathrow Express services by showing a BritRail Pass. ...constitutes a day on a railpass. | ||
| Paddington Station | |||
| How many Customer Service Representatives will there be at the Station? | |||
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Two Heathrow Express Customer Service Representatives are available at all times. | ||
| Is there a timetable at Paddington? | |||
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All timetable poster sites will include Heathrow Express information. | ||
| From which platform does Heathrow Express depart? | |||
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Platforms 6 and 7. | ||
| Are there many steps before getting on the train? | |||
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None at all, the train is level with the platform with no gap. | ||
| Is there a meeting point at Paddington? | |||
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Yes, its under the clock on Platform 1. | ||
| Where is Paddington and what are its connections? | |||
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Paddington is in the vibrant hub of the west end of London with comprehensive connections to the Underground network (the Bakerloo, Metropolitan, Circle and District lines). The station is also the gateway to the west of England and Wales with main line train services operating to Wales and the West Country. | ||
| The Timetable | |||
| What sort of timetable does Heathrow Express have? | |||
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Trains run every 15 minutes and take 15 minutes from Paddington at 5:10 am until 11:40 PM and from Heathrow Central at 5:07 am until 11:52 PM | ||
| What about bank holidays, weekends and Christmas? | |||
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Service runs a full 365 days a year. (The Customer Care Line is also open every day including Christmas Day and Boxing Day.) | ||
| The Train | |||
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General Points: | ||
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Each train comprises eight cars. Each car is 23m long. |
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Trains reach a top speed of 100 mph in less than six minutes from a standing start. |
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Wide doors are operated by wheel chair level push-button control panel. |
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Seating has been designed to mirror standards in airline Club Class cabins, with generous leg-room, comfortable seats and easy access to other parts of the car. |
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Folding seats in the vestibule areas provide extra seating. |
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The facilities stack houses a fire extinguisher, a pay phone operational even in the tunnels, and a TV-customer Information System. |
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There are baby-changing facilities in the fully accessible toilets in each unit. |
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| Are disabled facilities provided on board Heathrow Express? | |||
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Yes, each train has space for a wheelchair and the platforms are specially constructed to give flat access from the platforms onto the train. There are call assist buttons on the grain. Washrooms can accommodate a wheelchair also. Heathrow Express staff are specially trained in assisting customers with special needs. | ||
| How many seats are there? | |||
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There are 372 seats on a Heathrow Express train. (Almost the same number as that on a 747 aircraft.) | ||
| Is there luggage storage on board? | |||
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Yes, there is generous luggage storage space on board the grain. | ||
| Do I have to carry my own luggage? | |||
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No, staff at Paddington and Heathrow are there to help you. There are also trolleys within easy reach at both Heathrow and Paddington. | ||
| Is there a First Class? | |||
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Yes, there are two First Class sections per train with wider seats and tables. | ||
| What customer safety features does the train have? | |||
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Apart from all the HMRI required safety features, Heathrow Express has: | ||
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No step or gap from platform to train. |
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2 way communications between customer and driver. |
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Help buttons (in toilet and disabled seating area) |
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Door sensors, to prevent closing on customers. |
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| Are there any payphones on the train and if so how many? | |||
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Yes, there is one per carriage, payment is by credit card. | ||
| Is the train air conditioned? | |||
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Yes, Heathrow Express is fully air conditioned. | ||
| Staff | |||
| Will there be staff onboard Heathrow Express? | |||
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Yes, there are at least 2 Customer Service Representatives onboard at all times. | ||
| How many Customer Service Representatives will there be at the Station? | |||
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There will be two Customer Service Representatives at the platform all the time. | ||
| Will staff be identifiable, i.e. wearing name badges? | |||
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Yes, all Heathrow Express staff wear a distinctive uniform and name badges showing first and last names. | ||
| Will the Customer Service Representatives have First Aid training? | |||
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There will be some staff on duty at all times with First Aid training. | ||
| How many staff does Heathrow Express have? | |||
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Approximately 200 staff. | ||
| Special Needs | |||
| Are there any special needs facilities and what are they? | |||
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Yes, Heathrow Express does have facilities for its special needs customers. These include a designated wheelchair area, a fully accessible toilet, a call button for assistance and an induction loop into the PA system. There is no step from platform to train. | ||
| Miscellaneous | |||
| Is there any catering on the train? | |||
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Catering services are not available on Heathrow Express. | ||
| Are there any facilities for unaccompanied minors? | |||
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Customer Service Representatives are always available to help children, although it is not recommend to allow minors to travel unaccompanied. | ||
| Are there any arrangements for accompanied animals and articles? | |||
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Accompanied animals i.e. dogs, cats, etc. in baskets can be carried as hand luggage. Otherwise no animals except guide dogs, are allowed. | ||
| Can I take skis on the train? | |||
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Skis may be taken on as accompanied baggage. | ||
| Can I take my bicycle on the train? | |||
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Yes. | ||
