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....
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