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no more than 12 months have passed since we sent you our final response.we haven't resolved your complaint within 40 working days of receiving it, and.you are unhappy with their final response to your complaint, which will be contained in a letter or email (sometimes called 'deadlock letter') or.If you agree with their decision, then we have act on what they say. They will help us both to try and reach an agreement, but if this doesn't happen, they will make a decisionīased on the evidence received. They don't take sides but just look at the evidence available. Is free to use their service and they are independent of the rail industry. The Rail Ombudsman is there to help resolve ongoing disputes between us and passengers.
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If you are unhappy with the response you receive, you have the right to appeal to the Rail Ombudsman. Please give us the opportunity to resolve your complaint. They can be contacted on 08 or by visiting the lost property website. Lost Property is managed on behalf of Heathrow Express by Heathrow Airport Lost Property. Or call by using one of the yellow phones. Alternatively, you can speak to a member of the station staff Please have your flight number ready.įor Special Assistance at Paddington Stationįor assistance at Paddington Station, please book by calling Passenger Assistance on 08 (07.00 – 22.00 hrs). I nstagram: /heathrowexpress/įor Special Assistance at Heathrow Airportįor assistance at Heathrow Airport, please book by contacting our business partner Omniserve on +44 (0) 2 (24 hour service). Letter to enable us to contact you about your query.
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Please include an email address and contact phone number in your Heathrow Express Customer Relations Department Please include an email address and contact phone number in your letter to enable us to contact you about your query. Costs from international networks mayįreepost HEATHROW EXPRESS Customer Relations Department Calls from the UK to this number are charged at the local rate. You can contact our Customer Relations Department on: +44 (0)3. For fullĭetails on the complaints procedure please review the Complaints Handling Procedure document. Us know your complaint using our Customer Query and Feedback Form and choosing "complaint" in the query drop down. We endeavour to respond to your query within 20 working days. The quickest way to contact us is our Customer Query and Feedback Form. As well as being here to help with your queries, we would love to hear your feedback on how we can improve our service.