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.
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