Heathrow Express have been told to drop the claim that it runs every 15 minutes as this was found to be misleading.
The Advertising Standards Authority (ASA) ruled that an ad for Heathrow Express saying that it's message of “15 minutes – every 15 minutes” was not correct, as the service isn't 24/7.
According to ASA, the complainant said the frequency of trains late in the day was reduced to one every 30 minutes.
Heathrow Express said the ad supported the message and this was the service they offered, but Crossrail engineering works were leading to a reduced service.
The airline said that after 10pm from Monday to Thursday three trains in each direction are cancelled, the equivalent of 2.2% of affected train services across the week.
The ASA said there was no further clarification on the ad, so they deemed the ad 'misleading' and 'exaggerated'.
They concluded that the claim “Every 15 minutes” can no longer be repeated.
Responding to the ASA decision, a Heathrow Express spokesman said: “We respect the decision made by the ASA and are now reviewing our advertising because we want to ensure we provide the best service possible for our passengers.”
“We are proud to offer passengers the quickest possible journey between Central London and Heathrow but occasionally there are planned engineering works that may affect our service.
“We recommend passengers check online or on Twitter before they travel.”
