Heathrow Express Anmeldelser 189

Do not buy a ticket on this service at the kiosks. The kiosk attendant made me put the transaction through twice despite me saying I have already been charged. I was charged twice and then given 2 tickets and told they can not help me or process a refund and just given a card with their website details. I was then travelling for a month and told that I can not get a refund after 30 days despite it being the incompetence of the staff or the machine not working and no fault of mine.

Use the Elizabeth line. Don't bother with this money grubbing company. I'm out 25 quid in this economy due to their poor business practices and lack of staff training.

This is a a great service with a useful App. However if you buy tickets at the ticket machine in Paddington Station. It can be a challenging task if you’re over 1 meter tall. The ergonomics of the game played here suit a 4 year old. I’m pretty certain that is not their target market

Considerong the extoritionate price of the ti kets its really not worth it. They advertise 15mins to LHR, but that is so inaccurate, even more so when you go to T5, which most ba flights depart from these days - that turns into 25mins. And in this day in particular there was an issue w an elizabeth line train, so we're being held and now my trip took 35mins. Could've taken a taxi and got there quicker and cheaper. Absolutely unacceptable

Total s**t show. Arrived at Heathrow, the Heathrow Express staff advised us to buy tickets to Paddington at the kiosk in the terminal. A 15 minute walk to the train station later confirmed the train station was closed and they were running no Express trains for the day. No refund on the spot. So applied via the website for a refund. Quick response saying it had been approved requesting bank account details. They suggested it will take 20 days to refund. Well over 2 months later still waiting! Emails not responded to, and eventually got to speak someone over the phone after about 40 days……..they admitted the transfer had not been actioned but promised it would that day. Still waiting………no sign of the money.

I lost my wallet on Heathrow express and was panicking when I found out I lost it and the supervisor Ranue searched for me for 30 minutes to give it to me.

Absolute tosh! 10 hour flight from Vegas, 3pm train and still waiting at 3.58! Continually told its delayed and then cancelled and then it will be here in 5 mins and just left hanging like
Lemons and the staff here make a scooby doo look intelligent.

Terminal 4 trains running every 30 mins is a joke. I stood and watched 3 trains pass me to terminal 5. I wonder why.
Happy to take £25 from me fir a very poor service

Rude staff. Rubbish app. Expensive.

Rip off. £25 for 15 mins journey , then it took over 20 mins anyway “ congestion on the line “ , the slower train takes 25 mins and is half the price , so I paid £13 to arrive about 2 mins faster
How they get away with this ? Complete rip off

Insufficent signage at Paddington for Heathrow Express, scant details about having to change at Heathrow T2 to get on another train for T4 which was an astounding 23 minute wait. The Elizabeth line would have been quicker and a lot cheaper.

ridiculous customer service
there are no exchanges on tickets!! this is absurd - the ticket will still get used if i wanted to take it on another day??? there is NOTHING to lose for the company if they let you use it on another day. so now its going to cost me the price of 2x tickets to go to heathrow???

i will never take heathrow express - this is horrific customer experience. lets say your flight is cancelled they tell you to bring it up with the airline !! which how in ANY way is that the airlines problem?? the fastest normal way is through the ticket provider which in this case is Heathrow Express

Bought a return ticket and all trains were cancelled when I returned.

They have no automated delay repay service, took a week for them to get back to me, said the payment would take up to 20 days. Been 40 days, no payment, no explanation.

Really poor service.

I paid for a ticket from Heathrow to Paddington on 4th September. The ticket machine malfunctioned and didn't issue me a ticket so I had to buy another ticket from a different machine. I emailed Heathrow Express on the 5th and received a reply on the 6th,telling me that I will receive a refund via bank transfer within 20 days. Guess what? No refund so I emailed again on 8th October. It's the 13th today and still no reply or refund. The Passenger Customer support is very poor.

The Heathrow Express management have created an app that is designed to defraud of your money, either by refusing to allow a single in one direction to be used in the other, or by defaulting to a travel date two days ahead of the current day.

Instead of having flexible staff at the gates who understand what surely must be a frequent problem, the staff on the gates instead refuse to recognise your problem and repeatedly tell you that it’s not their problem.

In order to get a refund on tickets bought through the app, the customer must wait 20 days for a manual review of the refund application. This is surprisingly pedestrian and inefficient in the year 2022.

Doesn’t respect schedules anymore
Trains are always late
Prices still high though
Use Elizabeth line instead

The Heathrow express app is terrible for one main reason. For some inexplicable reason, you must buy a ticket for the'correct direction' - i.e. Heathrow to Paddington or Paddington to Heathrow.

Now this where the terrible design of the app comes into play. When you buy a ticket - the direction is already set and you have to change it if that preset direction is not the one you require.

WHY OH WHY! If you are going to require passengers to buy a ticket for a specific direction then the direction should be empty until specifically selected by the passenger.

Once you have bought your ticket there is no quick solution ... you have to contact customer services and then receive an email saying you will be contacted in 20 working days.

There would appear to be several options for a drastic improvement:

1. remove the 'correct' direction requirement; or
2. remove the preset direction and force customers to chose the direction; or
3. include some function whereby customers can change the direction prior to travel.

So disheartening that Heathrow Express is one of many things to add on the list of disappointment when it comes to service and punctuality. Since the launch of the Elizabeth Line, it’s now always delayed. Happened 3 times with me in 1 month. Things keep getting worse.

Booked advance tickets on line for my wife and child ( who are travelling without me) only to discover post purchase that these tickets can only be collected in person at the airport and require presentation of my credit card. No notice to this effect when purchasing . Entirely defeats the purpose of booking in advance to save time/inconvenience. Now opted to use Elizabeth line and avoid HE who , as I found over many years of unhappy travel with them, continue to be an unreliable , expensive and Luddite “ service provider” .

If I could have left no star then I would have done.
Shoddy service and even more shockingly terrible customer service. I paid £50 for 2 tickets from Heathrow to Paddington 9 weeks ago. Got on the train and it didn't move for 20 minutes. We were then told there was a fire just outside on the tracks so we would have to find alternative transport. It was 11pm at night. We had to get a taxi home which cost £110. I sent a complaint into Heathrow Express with copy of my tickets that very night I got home. I was told it would take 20 days to refund me. I am still waiting.., awful company. Get the Elizabeth line or the Piccadilly line as you cannot trust anything Heathrow Express do or say.

Turned up to Paddington to find that our train for our group of 4 was cancelled. The Heathrow Express employee could not tell us whether the next train would run. He advised us to make alternative arrangements and to submit the unused tickets ASAP to their refund department.In short,with further expense and a lot of stress we just made our plane. The next day I submitted the tickets, I received an acknowledgement and was asked for my bank details which I submitted. This was almost eight months ago. Since then I have phoned or emailed weekly. My case was escalated in June. This company is a disgrace. I am actually glad the train didn't run as judging by their incompetence in all other areas I can't imagine it would be safe.