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!
Claim your business profile now and gain access to all features and respond to customer reviews.
