Heathrow Express Anmeldelser 189

Ticket machines broken, rude staff, terrible website and no longer sell tickets on the platform (5+ machines on the platform but out of use) nor on the train. £40 return approx vs £15 approx on the Elizabeth line and takes only 10 mins longer. Similar to other reviews booked and auto defaulted to wrong date refused entry and told to purchase another ticket.

I accidentally booked my tickets the wrong way around. I was told by their customer service team due to small print they were unable to switch them to the correct way around. I didn't want a refund nor even a change of date, just to switch it from Heathrow to Paddington to Paddington to Heathrow and had contacted them within 20 minutes of purchasing the ticket. This is either awful way to treat their customers or a hidden way of stealing money out of peoples bank accounts.

Spent 3 months chasing for a refund, with ~25 emails sent to Customer Service team following up on the status of my refund owing to a 30 mins delay on Heathrow Express.

Got there eventually with a refund paid out but it really isn't worth the hassle which is what Heathrow Express are banking on in order to avoid pay out. The amount of emails I received confirming refund to be issued and then nothing materializing in the bank account was high. All round poor service. Would suggest using Elizabeth line instead; it's cheaper, just as quick and they're more likely to meet conditions of travel.

I left my backpack accidentally on the platform at Heathrow as I stepped onto the Heathrow Exp. We told the nearest supervisor onboard as we moved off and he had it delivered safely on the next rain to Paddington within 15 minutes. They were cheerful, calming, extremely efficient and smiley. I was deeply impressed.

Bought their return advance ticket and was about to board in Paddington today when I realised I had mixed up the travel directions. The staff at the station informed me that I had to cancel the tickets and repurchase new ones, because for whatever reason their tickets aren't interchangeable, even though the trains are always deserted...
Tried to do it through their website only to be told that there was no refund at all or exchange as they were advance tickets. What a terrible customer service on their behalf! I am sure this mistake happens daily and there's no loss to them whatsoever. I on the other hand now had to pay twice. Absolute disdain for their customers. Will never be using them again!

Bought a return ticket for August with the early bird deal and never got sent the confirmation email or the tickets. Contacted customer service and they asked me to provide details such as booking reference and date of travel, which I provided. Then they insisted I provide the email I used to buy tickets, and I gave them the one I wrote in on, which apparently isn’t the one I used to buy the tickets even though it is. I emailed them proof of the money being taken from my bank account so I clearly did buy the ticket, I even sent them a screenshot of my booking reference I took after I bought the tickets. I only bought them because the £20 deal made it slightly cheaper than the lizzie line, and the Piccadilly line is closed when I travel, other than that it’s quite the rip off.

Bought an early bird ticket as it’s a great offer but due to a glitch did it a second time.
Even though I immediately raised it - no refund or anything that can be done
Not very good service or understanding at all
So if in doubt avoid them. I will use an alternative means of getting to Heathrow eg tube or Elizabeth line

They let all people board all wagons regardless of business class making it unfair to those that didn’t pay first class but didn’t get first class seats and those that paid first class tickets that wasted their money. Chaotic

Their trains are a total ripoff, clearly designed to take advantage of unsuspecting tourists thinking it’s the only option to get into London. It is shameful that visitors to the UK will have a negative first impression of the country by being completely ripped off. Do not use their trains, take the Elizabeth Line instead for a fraction of the price and it will also take you further than just Paddington.

I sat on a train for 40 minutes with no hint of when the train would move. The whole fraud od the Heathrow Express is mendacity at its greatest. Please look for an alternative. It's dirty, crowded and unreliable

40-minute delay - had to rush through the airport. No warning despite all other trains and the Elizabeth line stating delays.

They said you can get a refund online - this was near impossibly complicated, I eventually figured out how to do it and they said that I was outside the 30 period. Nice one!

Cancelled Train followed by a late train. Very unreliable, not worth the money, just get the tube.

First time using this, never ever ever again. Run by totally incompetent clowns.

Train canceled AGAIN. They charge over the head and don't maintain lines. Garbage service, just use the underground instead.

If you get to the platform at Heathrow terminals 2&3 and the train is in the station and the guard is calling Paddington, then the passengers tend to get on that train and so did I. There wasn’t time to find out if it was Elizabeth Line or the Heathrow Express. It was only when I got to the platform gate at Paddington that I found I couldn’t exit with my ticket (Castle Cary to Heathrow via Paddington). The ticket master told me I would have to go back to Heathrow! As I didn’t want to miss my train to Castle Cary I chose to pay £9 just to exit the platform. Why can’t there be a simpler way? Foreigners must find this very perplexing

We’re stuck for more than 15 minutes in your EXPRESS service with the driver announcing a light excuse of a trespasser or something! In the meantime several trains are crossing from both sides speeding! YIU SHOULD REFUND AT LEAST! We paid £42 to go EXPRESS you know

We turned up at Paddington and decided last minute to get the Heathrow Express. An amazing staff member called Upkar helped us get a cheaper ticket. He issued it there and then (Instead of the machine) and even told us which was the best carriage to access terminal 5. Made our journey so much better

Avoid it. It is sold as express but takes almost 1 hr to Paddington as it always have problems to go through.

This would be no stars if it were possible. If you charge a premium price then provide a premium service. They really need to look at the dictionary definition of ‘express’ as this is definitely not

Due to change of travel plans, I was unable to use the return portion of the ticket

Although their website says a refund will be made for unused tickets after filling out a form, etc, that is the end of the matter. No refund, never a reply from them.. Buy one way only, or better still use another service.