Heathrow Express Anmeldelser 189

Worst company ever. I logged two complaints with their customer service. One was addressed several months later. The other I still haven't heard back from them after logging it at the very beginning of January, they agreed to refund me. Then after chasing four times so far, and six weeks after proving my bank details upon request, I still haven't got my money yet! My case number is 01906360.

Terrible website. Confusing ticket choices and options.
Account login doesn't work - no error - just returns to home page without logging in. Have to enter previously saved details from scratch.
Credit card payment has Pay button greyed out so have to use PayPal instead, even with complete and correct card details.
Email doesn't actually have the vital QRs codes in it - only a download button - that does nothing. Have to save a weird-shaped PDF from the website.
Apple Wallet function has disappeared.

How can the world's simplest (only 1 line and 3 stations) and most expensive rail line have such poorly constructed booking experience?

Had the misfortune to arrive back in London when the Piccadilly Line wasn't working (30.12.2021). The Heathrow Express was there, in front of me. I was encouraged to take it by a security guard. £25! 😯😠 The Tube would have cost me £5.30 for a comfortable, completely uninterrupted journey to North London. Ended up in Paddington, a station I have never used.

The Heathrow Express is a COMPLETE RIP OFF. ☹️

VERY disappointed. Feel duped and manipulated. ☹️

Once again arrive at Heathrow and no Heathrow Express running. Applied for refund, email reply to phone customer service. No answer, more than 20 minutes on hold. Why do I need to phone customer service? You have my full details as ticket purchased on your website.

I don’t find the service reliable for the money that you pay. ‪Add to that their non existent customer service team! Over a month ago I applied for a refund for a non running service and radio silence. I completed another form to complain - again radio silence. Their customer service is shocking and needs an overhaul. Leave an extra bit of time and use the tube. Avoid avoid avoid.

I had flights to New York which were Covid-cancelled and had bought 2 return tickets on the Heathrow Express. I tried to call but the Customer Services line wouldn't accept calls. E -mails received a standard response but no follow up and two deadlines expired and still i heard nothing.

From my experience, there is NO Customer Service available I will not waste any more time and effort in trying to retrieve my money accepting that HE has exhausted my patience.

Very bad experience as the train is stuck in stations with doors not opening and i am nearly missing the flight. For something that costs double the price and is called express this is appaling. Never again.

Appalling. I booked two tickets on the app this morning, twenty minutes later they could not be downloaded; the ticket retrieval machine said “booking could not be found”; the operative standing there could not help, To add insult to injury, their online refund/complaint form says “we aim to respond within 20 working days” (ie almost a month), and they still use Covid as an excuse for poor customer service.

Very expensive then trains cancelled so a very long wait. Costs the same and much quicker to get an Uber or travel by tube which takes the same time but a fraction of the cost
Ahh just seen it is run by tfl so of course it is utterly useless.

I pay money to have a relaxing journey to heathrow and I get bombared for the whole journey by a voice that constantly reminds me about what I need to do and pushes adverts. Passangers want to have a relaxing journey before taking a flight.

Great experience, Debbie did my test and did a great job

I left my handbag 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.

An endless stream of instructions and adverts over the loud speakers makes for an annoying journey.
Best to buy wax earplugs from your local pharmacy or use Noise Cancelling Headphones.

Honestly there was no peace and silence during the whole trip. They keep repeating the same information and it’s so loud as well. Never using it again, I’ve gotten deaf.

Do not use the Heathrow Express during Covid times. They have reduced the service from once every 15 minutes to once nearly every half hour. They won't tell you this when you buy the ticket from the sales person. You can literally get to most parts of London on the tube within half an hour for a fraction of the price. Complete rip off and waste of money. They shouldn't be using Covid as an excuse for lowering standards. Won't be using again.

I don't mind getting vouchers for advance tickets which I was unable to use owing to BA cancellations during Covid-19, but there is no guidance how one is supposed to use these. I followed instructions to apply online, then was told I had to use the telephone booking, which I tried today to be told I should wait until nearer the time of trip. Shall see how this works, but if I am then told I should have booked 90 days in advance to get the cheapest ticket, I shall not be best pleased. It's the same with British Airways: why cannot they issue a voucher or promotion code to be used on the App? These days who would normally book by telephone?

They took our money without providing the service. Due to covid19, we all know the situation, yet they won't refund for the unused tickets. From their automatic answer, they tell us to call them in UK, knowing that we live in another continent, can't call them. They offered a voucher, knowing that we can't use. I emailed a couple times, through facebook and contact form explaining it, they never responded. They took the money, literally.

One star is a star too many. Obstructive, ignorant, rude and greedy are just some of the words that spring to mind for this operator. It’s more about the principle than the money for me, we have had nothing but good will and complete, hassle free refunds on all of the other elements of our trip to New Zealand but Heathrow Express are a law unto themselves. I hope they treat their staff with more respect than they treat their customers. 😡🤬💩

If I could give less than 1 star I would. The greedy turds here refuse to issue refunds for travel cancellations due to covid19. You are greedy effing a hole pigs.

Heathrow express will not provide a refund for being unable to travel due to Covid 19. Other transport systems providing refunds including train companies. Shame on you Heathrow express. I wont be using your service in the future.