Heathrow Express Reviews 

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.

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.