Heathrow Express Omdömen 

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.

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.