Heathrow Express Reviews 

Honestly...its the weekend and the train aren't running - you have to be kidding me! No alternate solutions offered!! Instead of 15 min ride it takes you 90 min to get into London. Do your track work during night time when the airport is closed!!! Unbelievable

Heathrow App down while they upgrade, website doesn't work on iPad or iPhone (couldn't enter my address nor would it respond to my log-in details) finally got tickets via my PC. Got to Paddington only to find a 4 coach train waiting at peak time, horrendous queues at the ticket office owing to electronic ticketing difficulties. Train horribly overcrowded, standing room all taken in the vestibules and isles. Advertised 15 minute journey duration to Terminal 123 took 22 minutes. the only reason I gave this 1 star was because it left Paddington on time.

Excellent train service that connects you to London Paddington and back in no time. Perfect

Horrendous company from top to bottom. The pricing is daylight robbery, the staff are very very rude and they lose tickets in the app and don't care that you are out of pocket!
I bought a carnet of 12 tickets last October and know I had two tickets left. Visiting London a couple of months ago I opened my app to find I had no tickets left to use. Nonsense, and there is nothing they can do about it. A few weeks ago I found the other train to Paddington, very pleasant and a fraction of the cost of this disgusting company. Foreign visitors to London beware! There are much better options into London from Heathrow.

I would echo others reviewers comments. There app caused an error in one of my bookings and contained the wrong direction of travel. They refused to alter the booking even though the price is the same. "Customer Service centre" rude and indifferent. Heathrow express is more expensive per mile than Concorde was, which shows what a rip off it is. TFL now runs a half hourly service to Paddington which cost £9 one way. Obviously the option to use while you wait for the new Queen Elizabeth Line to open. Hopefully by then Heathrow express will have ceased trading.

Can't make any adjustments to your booking if you make a mistake on their arcane website. Customer service rude and hardly speak English.

The Heathrow Express App is absolute rubbish. Tried 5 times to order a ticket via the app on 16th Jan en-route to Paddington and it kept crashing. It never completed the transaction. So I queued up at the station and bought a paper ticket which I then used to travel from Paddington to Heathrow Express......and on a train that was 7 mins late too. I then received an email later that evening confirming an online booking. So I was charged twice for the same trip. I complained to Customer Service but no response to-date. Apparently it takes 20 days to respond despite the problem being an unstable customer unfriendly app. Rubbish service all round.

I applied to get a refund for a ticket I could not use because I had to rush to hospital to see my mother, having being told this would be the last time I would see her.

Email back from the Customer Relations Department has basically told me to get lost.

What a totatlly astonishing reply from this organisation.

Landed at LHR and needed to get to Paddington as quickly as possible. On my way to the Heathrow Express I looked for the tickets vending machines but they were all out of order. From the ones straight after passport control to the ones in the main arrival area. Being in a rush to get to office and seeing the next train was leaving in 2 mins I asked one the staff at the barriers (newly set up) if she could let me get through. She pointed at the only single ticket machine in front of which another people 5 people were queuing. I asked again to be pleased let through and that I would have bought the ticket onboard (At the higher rate) bu she said it was not possible. Very annoyed about her extremely arrogant behaviour I said: I am going to be upset if I miss the train! Slamming the barriers open and shouting, one of the other staff came rushing towards me and said i had to leave the station otherwise he would have called the police. Apparently in expressing my feeling about missing the train I threatened the his colleague.. maybe he was trying to scare me off given that I am very young but I just ignored him.
This is the first time I actually write a review but it’s just because I had 15mins to spare having missed the trained I wanted and needed to take. I think th EX service is going down the tubes, also considering that it really takes 20mins from LHR to’ Paddington once a month, normally it’s always slowed down by some technical problems which never seem to be in their control? I would not reccoment this service to anyone but unfortunately, until the Elizabeth line opens it’s the most convenient one and the owners know it - that’s why they can afford to treat people so badly.

Chaos on this service yesterday from Heathrow to Paddington, packed to the capacity, everyone standing, no loos working. Wifi down, luggage everywhere. I know its only a 15 minute journey but i felt very bad that this filthy packed train was the first welcome visitors had to our great city.

One of the worst websites I've ever used, a help line that is only open at hours to suit them & no facility to reprint your ticket. It's clearly geared to maximise it's financial gain by offering as little help as possible to customers who's lost their confirmation because there's way you can do that without contacting them. We don't have a job that allows you to phone them between 9-5 Mon-Fri. Rubbish!

May as well take the tube, it is the same speed (sometimes quicker) costs a lot less and doesn’t smell like a toilet.

Insanely expensive, often hit by disruption and, my god, that app is an absolute disgrace. Don’t even bother installing it

On the 17th of October, due to electrical problems, the service was suspended after 8pm. I landed at Heathrow at 10pm and i was informed of the matter. I asked for a refund online and the answer was that they would refund 50% of the fare as per the delay policy. There was no delay because there was no service.

I will not trust Heathrow Express again. On Sunday, October 28, the service from Paddington was completely interrupted due to technical problems and I was forced to take a taxi to avoid missing my flight. I have demanded that they reimburse me the amount of the taxi, but the company only returns the amount of the ticket; so I lost 72 pounds because of them.

Noisy train. Wgy does there have to be loud tv and commercials playing, when I just paid 25 pounds for my ticket?
Friendly staff sold me a ticket on the platform.
Staff checking the ticket on the train not very friendly.

Staff are totally unhelpful and empowered to penalise both visitors and commuters at every opportunity. I buy tickets via the app and once lost my phone enroute to work, boarding the train without realising and then tried to purchase my ticket onboard with my laptop. Their WiFi wasn’t working and despite showing 100s of past tickets on email they still charged me the full peak fare and customer service weren’t interested. Apart from being wildly overpriced, in over a year of commuting on the HEX not once have I seen staff go the extra mile for a single passenger. Train staff are regularly shouting over the PA onboard and at the station, frankly it’s embarrassing. The barriers at Heathrow are ridiculous, causing people to get stuck in the entryways and often don’t even accept valid tickets. The trains are often dirty, too hot, too cold. The WiFi rarely works and the app constantly crashes, drops out, takes ages to load your ticket or doesn’t load it at all. I can’t wait for the day Crossrail opens (albeit delayed).

Appalling. Our journey took almost double the time advertised. Arrived after 26 mins. No transparency about applying for refund. Filled in form online, told to call the office. Wait of half an hr on hold to be told no refund because our train was 13, not more than 15 minutes late. Why didnt they tell me this by email & not waste my time?? So you only get a refund if you train is more than half hr late, double the advertised time! £44! Terrible customer service...total sham

Anyone should be carefill if you are traveling from terminal 4 , especially. Since Heathrow express says that its takes you 15 mins to get to Terminal 2&3 and then transfer to Term 4 takes aprox 4 mins, well its not true. 20-25mins MINIMUM to wait in between this terminals and all together it wil take you same if you take underground....
Its just unbelievable that Heathrow epress is not running their service in between terminals!!! How come is that different?and why you do not mention this befoe I buy the ticket??

No toilets working... i’m not even sure it’s legal.