Heathrow Express Reviews 

Tried to claim a refund due to their strike action (due to no fault of my own) and received pushback, terrible customer service. Use the Elizabeth line instead.

The one thing that used to be good about the Heathrow Express is that when things went wrong, they'd refund you swiftly.
Since about six months ago this is no longer the case - refunds take forever to arrive, if they arrive at all.
Given how unreliable the service has become this is a final kick in the teeth for an extremely expensive service.

We were in a hurry to get to the airport and at the cue for the machines at Paddington Station a Heathrow Express employee told us that he could do our tickets from his portable machines.
He charged us £37 for a return and £25 for a single to the airport.
These are obscene prices for 20 mins journey, and completely different to what they advertise online.
Don’t use this service, it is one of the UK’s many legal scams.

There once was a train called H’ Express,
Alas, caused now’t but distress.
With delays and high fares,
And uncomfortable chairs,
‘Tis a ride that commuters detest.

Tickets are very expensive. This is a money grab to rip off unsuspecting tourists. I recommend avoiding and taking the Elizabeth line instead.

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