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 Heathrow Express. The National Conditions of carriage apply to all other non-international journeys by scheduled passenger train services on the main line railway network of Great Britain, and London Underground's Conditions of carriage to journeys on their railways.

Sections:

1. Our responsibilities
1.1 What we will do:
Heathrow Express will carry you between London 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. Our liability is limited to the cost of providing a taxi to that destination. We are not liable for any consequential 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.

1.2 Defined circumstances:
For the purposes of Condition 1, disruption within our control includes that caused by the acts or omissions of our staff or agents, but does not include any industrial action they take. Other circumstances outside our control include:

1. line closures at the request of the police or emergency services;
2. acts or threats of vandalism or terrorism;
3. suicides or accidents to trespassers;
4. exceptionally severe weather conditions;
5. gas leaks or fires in lineside buildings not caused by ourselves or any of our employees or agents;
6. fire or mechanical failure due to electrical failure or a defect (except where this is caused by us or our agents, or as a result of the condition of our trains);
7. industrial action, riots or civil commotion;
8. acts of war (whether declared or not) or acts of God

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 at Heathrow or at Paddington.

If you check in at Heathrow, 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 fifteen minutes for this at Terminals 2 and 3, and at least ten minutes for your minimum check-in time at Terminals 1 and 4. 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 the correct part of it) and that you get off at the right station. Otherwise we will only be responsible for any loss or delay that is caused if this is due to negligence by us or any of our staff or agents.

3. Tickets
3.1 Requirement to hold a ticket:
Tickets are not needed for journeys solely between the Heathrow stations. A ticket or valid authority to travel is needed for all other journeys.

We recommend that you buy a ticket before you start your journey. Our ticket offices, rail and underground ticket offices and a variety of outlets at Paddington and at Heathrow sell a range of tickets. You can buy a more restricted range of tickets on the train. There is a premium added to tickets purchased on board the train. However, if you wish to purchase a season ticket, collect a pre-purchased ticket or use a travel warrant, you must do this before you join the train.

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 the full fare.

3.2 Buying a ticket on board:
You may buy a ticket on board (Heathrow Express charge a premuim for this) using cash in sterling, or with the following credit and debit cards: VISA, Mastercard, American Express, JCB, Diner's Club and Switch. If you buy a ticket on board, you will only be given a receipt with credit card transactions. However, you won't be asked to submit your tickets, so this could be used as proof of purchase even when cash was used.

3.3 Please keep your ticket ready to show or hand over:
You must show or give your ticket (and any accompanying photocard that is required) to our staff for inspection when required. If you do not, you will be charged the full fare.

3.4 The period during which your ticket can be used:
Single and return tickets are valid for one month from the day of purchase. The period during which a ticket is valid is printed on the ticket or stated in our notices and other publications. If the validity of your ticket expires during a journey (if, for instance, your train does not reach its destination until after midnight), its validity will be extended to allow you to complete the journey. If your ticket is no longer valid, we will charge you the full fare.

3.5 Breaking or ending a journey at intermediate stations:
If your ticket is for a journey where this is possible, you have the right to break and resume a journey covered by your ticket (in either direction in the case of a return ticket) at any intermediate station, provided that your ticket is valid for the trains you wish to use. You may also end your journey short of the destination shown on your ticket at any intermediate station. However, these rights may not apply to certain tickets. If so, this will be stated in the notices and other publications of the relevant Railway Operators.

If you break or resume your journey when you are not entitled to do so, you will be liable to pay the difference between the price of your ticket and the price of the cheapest ticket available for immediate travel that would have entitled you to break or resume your journey on the service you have used. Please note that a ticket which entitles you to travel on London Underground does not entitle you to break and resume your journey at any of the stations on the London Underground network unless it is a season ticket, London Transport Card or a Travelcard.

If you end your journey at an intermediate station when you are not entitled to do so, you will have to pay the difference between the price of your ticket and the price of the cheapest ticket available for immediate travel that would have entitled you to end your journey at that station on the service you have used.

3.6 If you travel further than your ticket allows:
If you travel to a station or zone beyond the one specified on your ticket, you will be treated as having joined the train without a valid ticket for that additional part of your journey. You will be charged the fare for it as if it were a separate journey. Some operators may charge a penalty fare for this.

3.7 You may not transfer your ticket:
A ticket may only be used by the person for whom it has been purchased. If resold or passed on to anyone else, it is no longer valid.

4. Rights to refunds on tickets
4.1 Refunds on tickets:
If you return an unused Heathrow Express ticket to the place you bought it within 20 minutes of purchase, you will be given an immediate full refund (if the vendor is Heathrow Express, another Railway Operator, London Underground or a rail appointed travel agent). Otherwise you should send the ticket to us (Finance Manager, Heathrow Express, Freepost SEA4589, Hounslow, TW6 2BR), explaining the circumstances.

If the Heathrow Express train you want to catch is cancelled or delayed by any more than 15 minutes, we will give you a full refund for the Heathrow Express journey which is disrupted. Refunds will be considered under certain other circumstances. Applications should be made in writing within the validity of the ticket, to the address above. An administration charge may be made.

4.2 Method of refund
Our Customer Service Representatives will supply, on request, a Customer Refund form which should be completed and sent to us for consideration. Refunds will normally be made by cheque, or by crediting a credit card. Cash refunds will be given under certain circumstances at our ticket offices. However the method of refund is at our discretion, and special arrangements will apply especially if a currency other than sterling is involved.

5. Accomodation on trains
5.1 Where there are not enough seats
Subject to any advertised restrictions you may join any train within the date validity of your ticket. While we always do our best to meet our customers requirements, we are unable to guarantee to carry you, or to provide you with a seat, on a particular train. Nor do we guarantee that the accommodation appropriate to your ticket will always be available.

However if you have a First Class ticket and no First Class seats are available on the Heathrow Express train you wish to catch, you may either travel in an alternative class of accommodation on that train or catch the next one. In either case, a full refund will be given. Please ask for a Customer Refund Form which should be completed and sent to us to obtain the refund.

If you have an Express Class ticket and you travel, without the permission of our staff, in First Class accommodation (which includes occupying seats or standing in any part of the carriages), you will have to pay the difference between the price of the ticket actually purchased and the price of the First Class ticket for the service you have used.

5.2 Travelling in First Class accommodation with an Express Class season ticket:
If you have an Express Class season ticket, you may only travel in First Class accommodation (which includes occupying seats or standing in any part of the carriages) if you pay the difference between the full single fare for First Class accommodation and the full single fare for Express Class accommodation for the service you have used.

6. Luggage
6.1 Accompanied luggage:
We will normally accept accompanied luggage on our trains free of charge. However we will not carry it if in our opinion:

1. it might cause injury, danger or inconvenience, or damage to property;
2. there is not enough room for it;
3. its loading or unloading may cause delay to trains; or
4. it is not carried or packaged in a suitable manner.We reserve the right to refuse to accept luggage even if it has been accepted on a previous occasion or is normally accepted.

6.2 Conditions relating to larger items of luggage, and to animals:
Please note that certain items of luggage are not accepted on our trains. Heathrow Express will not carry animals, except guide dogs and hearing dogs (which will be carried free of charge).

Normally, prams should be folded in the interests of other passengers.

Articles which do not exceed 1580 mm in overall dimensions (length plus height plus depth) and musical instruments which you are capable of carrying without assistance will be carried free unless they occupy a seat required by a customer. For larger articles or where a seat required by another customer is occupied, you will liable to pay an additional fare equal to the one you paid for your Heathrow Express journey. No powered vehicles will be carried except wheelchairs, which will be carried free. There are at least two wheelchair spaces on each train.

6.3 Your responsibilities:
If you bring any luggage onto our trains or premises, you will be responsible for any injury, damage or loss caused by it as a result of your failing to take reasonable care of it.

6.4 Liability for luggage:
We will only be liable for any loss or damage to, or delay in the delivery of, luggage or its contents which have been brought on to our trains or premises if the loss, damage or delay was caused by the negligence or default of ourselves, our staff or our agents. Our liability in respect of any item of luggage will not exceed the value of that item or £5,000, whichever is the lower.

6.5 Lost property:
Lost property found on our premises or trains may not be regarded as belonging to the finder and must be handed over immediately to a member of our staff for safekeeping.

If you leave behind any property on our trains or premises, we will do our best to return it to you - call us on 0845 600 15 15 we will investigate and advise you what to do. We or our agents may make a reasonable charge for the return of lost or unclaimed property to the owner, depending upon the type of article and the period during which it has been held before it is claimed. We will not be responsible for any loss, damage or delay unless this is caused by the negligence of ourselves, our staff.

6.6 Disposal of unclaimed property:
Any items which have not been claimed by the owner within three months of being found will be regarded as having been abandoned. They may then be sold or otherwise disposed of and the proceeds of the sale retained by whoever has custody of them. Articles of a perishable nature may be disposed of earlier.

6.7 Examination and destruction of luggage:
If luggage is left on our trains or premises, we have the right to open it and examine the contents before removing it to a secure place. We may, without being liable, remove or destroy any luggage or its contents and any other property which might in our opinion cause injury or inconvenience to persons or damage to property. We may restrict or refuse access to retrieve an article if it is reasonable to do so.

7. Technical issues - the small print
7.1 Conditions on which tickets are issued:
Each ticket is issued subject to these Conditions and the bye-laws and conditions set out in the notices and other publications issued by Heathrow Express. Copies of our notices and other publications (including our bye laws) are available on written request from Heathrow Express, 4th Floor, Cardinal Point, Newall Road, Hounslow TW6 2QS.

If the ticket entitles you to obtain any goods or services from another person (if, for example, it is a ticket allowing travel on another railway), it is also issued subject to the conditions set out in the notices and other publications issued by that person.

7.2 Your contract:
A ticket that has been issued to you is evidence of a contract between you and the person from whom you bought it (whether a Railway Operator, a travel agent or another authorised person). Insofar as your ticket entitles you to travel on Heathrow Express, it is also evidence of a contract between you and Heathrow Express.

7.3 Impartial retailing:
We will do our best to give you impartial advice about tickets, train travel, and any restrictions on the use of particular tickets. Please note that our ticket offices do not sell a full range of rail tickets, although those of Great Western Trains at Paddington and Thames Trains at the Heathrow Terminals do.

7.4 Our agents:
A Train Company, travel agent or authorised third party which issues a ticket that entitles you to use our trains does so as our agent.

7.5 Authority of a Railway Operator's staff or agents:
Neither our nor any other Railway Operator's staff or agents have any authority to waive or change these Conditions, or to extend or vary the scope of our liability under these conditions.

7.6 Withdrawal of tickets:
If you fail in a material respect to comply with any condition that governs the use of a ticket, our staff or agents or those of any Train Company may withdraw the ticket. If they do so, they will confirm this to you in writing.

7.7 If your ticket is defaced or damaged:
If your ticket has become spoiled or has been tampered with or altered in any way, it is not valid for travel. If however you return it to whoever sold it, they will (unless it is reasonable for them to refuse to do so) issue a replacement. A reasonable administrative charge may be made for this.

7.8 If you lose or mislay your ticket:
You are responsible for looking after your ticket. We do not guarantee to replace a lost or mislaid ticket (or a portion of a ticket) or make a refund in respect of it. Railway Operators may however, at their discretion, replace certain season tickets in the circumstances described in Condition 7.7.

7.9 Exclusion of liability:
Except as provided in Condition 1.1, we do not accept liability for any loss (including consequential loss) caused by the delay or cancellation of any train, by any missed connection or by the closure of the railway.

7.10 Refusal of access:
Any person whom we believe likely to act in a riotous, disorderly or offensive manner may be refused access to, or may be required to leave, trains, platforms or stations.

7.11 When you have to change trains:
If you have to change trains on a journey you are making, you will be responsible for transferring yourself and your luggage between the trains and, if necessary, between stations unless you have made other arrangements with one of the Railway Operators in advance.

7.12 The trains you can use and the times you can travel:
Tickets are only valid on Heathrow Express trains if they say so explicitly.

Tickets, including reduced and discounted tickets and those bought in conjunction with a railcard, may be subject to restrictions as to the dates, days, times within a day and trains on which they can be used. These restrictions are set out in the notices and other publications of the Railway Operators whose trains you are entitled to use.

If you travel on a train with a ticket which is not valid on that train because of such a published restriction, you will have to pay the difference between the price of that ticket and the cheapest ticket available for immediate travel that would have entitled you to travel on that train for the journey shown on your ticket. In the case of some types of ticket, you will have to pay more than this. If so, this will be stated in the notices and other publications of the relevant Railway Operators. On Heathrow Express, you may instead have to buy a single ticket for your journey and apply for a refund of the difference as described in section 4.1.

7.13 The route you can take:
If a particular route or service is specified on your ticket, you can only use that route or service. Otherwise where your ticket allows travel on Heathrow Express and beyond Heathrow Express destinations, subject to any restrictions stated on your ticket, you have the right to travel on any of the following routes:

i). if the ticket states that it can be used in a particular zone or zones, on any route within such zone or zones; and
ii). where the ticket entitles you to travel outside a specified zone or zones, on the route taking the shortest distance that can be travelled on regular scheduled passenger services between the stations stated on the ticket; and on any other route or routes that are permitted for your journey (details of which are published in the National Routing Guide, available at Train Companies' staffed sales points).

Together, these are known as the "permitted routes" for the journey.

If you make your journey by any other route (except when travelling by a through train), you will be liable to pay the difference between the price of your ticket and the price of the cheapest ticket available for immediate travel that would have entitled you to travel by that route on the service you have used. On our trains it may not be possible to pay the difference (it may only be possible to pay the difference before you start your journey). Therefore you will be charged the full fare and will have to claim a refund on your unused ticket.

7.14 International tickets:
Tickets issued for surface journeys between Great Britain and the Continent or the Republic of Ireland are subject to the Conditions of Carriage (International Traffic) and the International Conditions of Carriage (CIV). Both these sets of conditions are available for inspection at the places at which such tickets are sold. Neither Heathrow Express nor National Conditions of Carriage apply to such journeys.

7.15 Carriage by road vehicles:
These Conditions apply to the carriage of customers and their luggage in road vehicles which we own or which are operated by any other party on our behalf. For these purposes, the term "train" includes any road vehicle owned or operated by us or on our behalf.

7.16 Claims against a Railway Operator:
If you have a claim against a Railway Operator for personal injury or any loss or damage to property, you may, instead of taking proceedings against that Railway Operator, use the Railway Claims Handling procedure. This procedure is designed to help you make such claims and will avoid you having to show which Railway Operator (or other railway company) was at fault.

The address to write to is:

Railway Claims Limited, Room E214, Macmillan House Paddington, London W2 1FT

In all other cases, claims under these conditions should be made initially to whoever sold you your ticket.

7.17 Governing law:
These Conditions will be governed by English law. Any person bringing an action under these Conditions irrevocably submits to the jurisdiction of the English Courts.In these Conditions:

i. "London Underground" means London Regional Transport and its subsidiaries and Docklands Light Railway Limited;

ii. "Train Company" means a company which runs domestic scheduled passenger trains on the rail network in Great Britain, but not London Underground or Heathrow Express;

iii. "Railway Operator" means a Train Company or Heathrow Express;

iV. "Rail Service Company" means Railtrack PLC, any person (other than a Railway Operator) who operates a station and any person who hires rolling stock to a Railway Operator, but does not include London Underground or Heathrow Express;

V. "agent" means a travel agent, a Train Company, a Rail Service Company, Heathrow Airport Ltd. or London Underground or any agents acting on behalf of Heathrow Express, but for the purposes of section 6 does not include airline check-in staff;

Vi. "season ticket" includes any ticket which gives you the right to travel between the stations or within the zones specified on it for the period shown on it up to and including the expiry date shown on it. This includes the right to break and resume your journey, as described in Condition 3.6. The definition includes season tickets, Gold Cards, Travelcards, and multi-journey tickets, having a validity of more than one day; and

Vii. . "us" and "we" means Heathrow Express; and "our" means Heathrow Express's.