Heathrow Express Anmeldelser 189

It took me one hour to get to Terminal 4. In the end I got there by Elisabeth Line. I could have done that from Paddington. No point in paying more for Heathrow Express tickets. Should definitely drop Express from heir name

Decided to go for this overpriced option to ensure I'd make my train connection after my flight. Thanks to issues with train tracks which resulted in delays (would have been nice to have been warned about this on the website when purchasing the ticket!) I missed my train, had to buy a new train ticket and didn't get home until several hours later. Next time I might as well take the tube.

A dishonest company that is blatantly stealing from me.

I bought two paper tickets from their counter in Heathrow terminal 2 but couldn't travel. Came back to the salesperson for a refund and was told I had to file a request online. Reading their T&C the day later showed the salesperson should have refunded me on the spot. This shows their own staff don't even know their rules.

Anyway, my online refund request took over 1 month to get a response from them asking for my bank detail. I sent this immediately but since then have been waiting another 2 months now and still no refund yet.

I filed a complaint on their website and got an email back saying I would get a £25 refund, even though the 2 tickets cost £50. I asked for an explanation twice and the support person just resent their previous email, showing how little they care. Fine, I'll escalate this soon elsewhere.

Of course, there may be refund processing fees involved here but without giving an explanation, Heathrow Express is simply stealing from me.
Never buy from this company! Take the TFL rail from and to the airport for a fraction of the cost and save yourself from begging for Heathrow Express' attention.

Heathrow express is a 15 mins train journey from Heathrow to London Paddington. There’s 4 trains an hour( every 15 minutes ) unless there’s a disruption which can be causes by trespassers, train system failure. single ticket is £25 (one way), Return is valid ticket valid for 30 £37. Now I have been reading this comments most of these people are ridiculous. If You do not want to take Heathrow express you have many other options of transportation. 1.cheapest the tube piccadilly line ( usually crowded, dirty and no air con ) 2.Elizabeth Line take 35 mins from Heathrow to London Paddington £11:60 - £12. 3. local buses which you can get from heathrow central buses station between t2 & t3 above the underground station. Nobody forces any of these ridiculous humans being to get on the Heathrow express. Most people have a smart phone do your bloody research and get what best for you !

I think majority Heathrow express front line staff are very friendly and helpful. I have seen the crap that they have to put up with from the public and most these unsophisticated travelers. I have seen these unsophisticated travelers buy their tickets from the ticket machine and then walk off and leave their tickets. Turn around and try to pass blame on the Heathrow express staff. Walking through the sign posted airport and then get frustrated that they can’t find their way because they refuse to pay attention and using their unsophisticated reading skills.

Heathrow express has great staff members and that company provides employment for many people. Including a 15 minutes train services that is unbeatable.

Terrible service. In order to a response to refund request, I had to use social media. Whist that did work, they can't tell me when I will get the refund. So frustrating and soul destroying have to chase for my money.

Becoming very unreliable, having my third instance where either they are delayed, have a breakdown mid journey or the train is not functional.

Awful conning company. I suspect many new visitors to the UK are fooled into paying a high ticket price for ‘Heathrow Express’ when the normal Elizabeth line would be perfectly fine for them.
Despite being told I was entitled to a refund for the tickets I didn’t use ( and marked void and photographed and emailed images as asked) there has been no refund or further response to my mails.
I see their activity as almost criminal , they should be more open about their real service benefit ( saves you 20 minutes but costs 6 times more) or shut down

Bought at ticket online from Heathrow to Paddington and return. The link to download the tickets did not work. Tried to send an e-mail, but can´t wait for days for the answer. Tried by phone but could not get contact. Tried Twitter and asked them to resend the ticket by e-mail. But could only get a picture on Twitter of the ticket. But I could not print this picture. So no help for dummies like me.

Really Bad! Avoid at all costs.. £25 for a single journey from Paddington.. absolute daylight robbery. And the staff at the station where miserable and unhelpful.. got onto the train and the attending staff where equally as miserable and unhelpful. This company takes advantage of travellers who didn’t know to book in advance and apparently the most expensive train ride in the country, you would expect better..

I've been trying to talk to someone, ANYONE.
All i've received are automated emails that claim someone will be in contact within "72 hours". It's a complete lie. I can't believe i've been chasing a refund for over a month and haven't even been acknowledged by an actual person yet. I've only just seen the reviews and i guess i've essentially been robbed by this company since this is clearly how they operate.

As everyone else suggests, you're better off getting the tube to and from Heathrow because god forbid you have any issues with your ticket or the service, there is no one higher up the chain to speak to. Know this before you give them your money.

UPDATE: Heads up - If you bother them on twitter DM's with your case number they will actually respond there so don't bother calling their customer service nor submitting a request on their website, make a twitter account. i just received my refund today.

The train is fabulous but the staff (not all) are awful. Sunday rushing to jump on train, nobody would help look at my ticket and l missed the train!!! If somebody had just come to check my ticket I’d have made it! Jobworth award goes to the lazy staff saying not my aisle!!!!

Have had no luck trying to contact Heathrow Express after changing my flights and consequently needing to change the date on my tickets. Absolute nonexistent customer 'service': shall never use them again as long as the Tube is an option.

First time I’ve tried to use this in a few years. Shockingly bad website and App, three attempts to pay on the App all failed then I booked through the website instead, which reversed the direction of my return ticket without warning so it is now unusable (£37 down the drain) - just use the Tube or an Uber instead. I look forward to the Elizabeth Line putting Heathrow Express out of business.

Just like everyone else!
Charge is extortionate... How can this cost so much??? Honestly split an UBER and you would be saving money.
To make matters worse, I took it by accident and feel shocked at the price. We asked the dummies at the platform and they told us this was the tube that goes to Paddington...

Useless customer service. Website does not work. Delay repay still not being repaid after a month. Avoid at all costs.

Trains in takes way longer than 15 mins, don’t bother, pay half the price for the same overall journey time!

This company should not be running a railway. There Web site does not work. There app is totally useless. Customer service is non existent. The best way to get to Heathrow airport is by underground.
To

The worst ever

Nearly missed flight in September - journey took 1.5 hours instead of 15 minutes advertised

Still waiting for refund - it is now March - customer service is utterly useless - have chased continuously via email, via their website …

Phoned in December to provide bank details - and yes the phone helpline is terrible - took repeated attempts to speak to an actual person - too much lift music

So in summary - journey in September, it is now March - and still no refund

Unbelievable

Avoid avoid avoid

Absolutely useless. I've been trying to buy a simple return but the app keeps making my return date my outbound date. I don't think I've ever tried to use anything so bad.

Poorly designed Website led to me buying ticket for wrong date - one month ahead instead of next day. Whilst one member of staff at Heathrow was sympathetic, the others looked at me as if I'd done it on purpose to get a cheaper fare. No way of dealing with it there and then - despite 4 members of staff present. The advanced ticket I bought turns out to be non-transfundable/refundable, so complete waste of money.

Do yourself a favour and take the underground, at a fraction of the cost (£6 vs £24), and get to where you actually want to be.