Heathrow Express Reviews 

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.

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.