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).
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