Review Time
I bought my ticket to Heathrow in advance for the attractive price of £10. As I approached the turnstile to take the train, I showed the QR code for the ticket on my smartphone. But the agent watching over the turnstile told me that one of the credit cards in my phone’s digital wallet had instead automatically paid the fare as I went through the turnstile. I showed him my prepaid ticket and he just shrugged and told me I should ask for a refund. The charge for the trip showed up on my credit card statement, so I disputed the charge. I was later told by the card company that the dispute had been resolved, but not in my favor! Moral: beware of being double charged for your trip to Heathrow if you have a ticket bought in advance.
FOR THE PERSONAL ATTENTION OF MS AOIFE CONSIDINE, BUSINESSS LEAD & DIRECTOR, HEATHROW EXPRESSHello Ms ConsidineI'm not so much surprised as staggered* at the lowest overall customer star rating for your service given my last-but-one experience in November 2025 in general and on the 7th March 2026 in particular. On both occasions your staff went out of their way to assist me, a partially disabled 89-year-old old single passenger; the second, recent, experience literally couldn't have been better had I been royalty; were it possible this time round I'd have awarded your company ten stars. Allow me to expand regarding the latter 'picture':After being stranded for six expensive days in HCMC, Vietnam, because of the Iranian débâcle, I was forced to fly home via China involving three planes over a total of forty eight hours and two long lay-overs in the middle of the night. The entire journey took sixteen hours in the air and many more hanging about for connections.... To say I was enervated by the time I ultimately arrived at he Heathrow train entry barrier en route to Paddington is a massive understatement. But a couple of truly superb staffers - I only wish I knew their names because I'd give both a more than deserved gold medal - proved worth their combined weight in more gold. The first gentleman, witnessing tears in my eyes at this stage I'm ashamed to report (cumulative stress now beginning to manifest itself), personally escorted me to the train and radioed a destination staff member ahead to meet and help me on alighting complete with an electric buggy to ferry me and my luggage onwards to the distant taxi rank. FURTHERMORE, NOT ONLY DID THAT SECOND GENTLEMAN MEET ME OFF THE TRAIN AT JOURNEY'S END ●BUT AT THE EXACT CARRIAGE DOOR AT WHICH I EXITED● THUS MARLVELOUSLY MINIMISING THE WALKING DIFFICULTIES FROM WHICH I SUFFER.In summary it's no eggageration to say that both times, this one and last year, I was treated as if l was the sole traveller... ...Wonderful, indelibly memorable encounters.Sincerely D P Hughes (Mr)*it was only after I'd written this review that I realised the universally low star rating related to folks' on-line booking experience. Here again my own episodes in this connection were plain sailng and, note, I WRITE AS SOMEONE WHO ISN'T TECH-SAVVY AT ALL, indeed I'd go as far as to declare that technology is the bane of my life but, using only my smartphone, I had not the slightest problem making my bookng each time....
Two days before I was due back to the UK from Jamaica, I decided to purchase our train tickets back to Paddington from Heathrow Airport on our way back from holiday. Whilst on holiday I went onto the Heathrow Express App which I had downloaded beforehand when I used it the first time before going away, and everything was fine. However this time it didn't appear to be working as effectively whilst I was abroad. So I decided to go on to their website instead. I purchased my tickets, but did not receive any confirmation of the booking by email. I wasn’t too worried, because I assumed that Heathrow Express would have an office at the other end once I had landed, and I would have been able to print my tickets off, once I had proven that I had purchased them. The supervisor at the airport mentioned that they had upgraded the computer system on the same day that I was trying to use their App in Jamaica, and maybe that was why I had problems trying to use it... What I did not realise at the time is that there is no Customer Service Office at the airport to assist you, therefore I had to re-purchase the tickets from scratch, and then try and sort it out once I got home. As a business Heathrow Express not having any customer service at such a prestigious and crucial airport like Heathrow is extremely poor, and they really need to get with the times.I contacted Heathrow Express when I got home and spoke to someone who was really helpful, he asked me to send all the relevant documentations and they would sort it out. A couple of days later, he contacted me to say that the company that I had used online was Headout Airport, and that Heathrow Express could not help me with my query. I have no idea how that happened, because I am pretty sure that I was on the Heathrow Express website at the time.I then spoke to Headout Airport, who was not as friendly. They did confirm that they are apparently linked to Heathrow Express, because I was confused as to how I could have possibly been on their website in the first place, but from what I can gather they are some sort of subsidiary company to Heathrow Express. Headout Airport refused to refund me for the tickets, because they said that day had already passed, and I should have noticed it at the time. • Firstly I thought that I was dealing directly with Heathrow Express and they would have been able to find my tickets in the system at the airport on my return. • Secondly why would I deal with a third rate company that I had never heard of until now, when I have got the real thing. • Thirdly I paid £54.60 for 2 tickets to what turned out to be Headout Airport. as opposed to £52.00 from Heathrow ExpressIn a nutshell they have effectively stolen my money, and I will sort it out because I will not allow them to get away with it. But in the meantime, there is a lesson learnt here, I will never try to use any Apps or Websites whilst abroad, I would much prefer just purchasing the tickets when I get back to the UK, instead of spending £106.60 on one way tickets. (Ridiculous)THE WHOLE THING IS JUST ONE BIG SCAM!
AT PADDING HEATĤROW EXPRESS JUST NOW. B MAN BUGGY DRIVER REVERSED AND NOT LOOKING BACK, DYIVING FAST AND GAD TO TELL HIM TO STOP. HE SAID HE KNOW HOW TO DRIVE AND AWARE OF PEOPLE BEHIND HIS LONG BUGGY CAR. HE HASN'T GOT EYES ON THE BACK OF HIS HEAD. ARROGANT, FEISTY.
I bought my ticket to Heathrow in advance for the attractive price of £10. As I approached the turnstile to take the train, I showed the QR code for the ticket on my smartphone. But the agent watching over the turnstile told me that one of the credit cards in my phone’s digital wallet had instead automatically paid the fare as I went through the turnstile. I showed him my prepaid ticket and he just shrugged and told me I should ask for a refund. The charge for the trip showed up on my credit card statement, so I disputed the charge. I was later told by the card company that the dispute had been resolved, but not in my favor! Moral: beware of being double charged for your trip to Heathrow if you have a ticket bought in advance.
Never use the Heathrow Express if you are expecting a refund. They do not seem willing to refund you for a journey that you never even took. I filed a complaint about my refund after purchasing Heathrow Express tickets, but my flight was rescheduled to another day, so I didn’t use the tickets. I requested a refund because I bought them through the ticket machine. I have attached a picture of the ticket and even returned to Heathrow again so a staff member could write "void" on it. It has been over 20 days since I first reached out, and I have called multiple times for updates. I find it unacceptable that a payment due in November has still not arrived and was expected in December, now it's January. They replied explaining I need to send more evidence what more evidence do they want? I am disappointed with the service I have received, and I still have not received my refund. They just do not want to give my money back with bad customer service I would not recommend.
I accidentally purchase tickets.Completely my fault. Trying to contact this awful company was challenging and when I got through to them the complete lack of flexibility was disappointing. I was happy to receive credit against this purchase for future travel but instead it was a one line email stating no. I travel a lot and I'll be taking the Elizabeth line from now on and recommending the same to all colleagues and friends.
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