Landed at LHR and needed to get to Paddington as quickly as possible. On my way to the Heathrow Express I looked for the tickets vending machines but they were all out of order. From the ones straight after passport control to the ones in the main arrival area. Being in a rush to get to office and seeing the next train was leaving in 2 mins I asked one the staff at the barriers (newly set up) if she could let me get through. She pointed at the only single ticket machine in front of which another people 5 people were queuing. I asked again to be pleased let through and that I would have bought the ticket onboard (At the higher rate) bu she said it was not possible. Very annoyed about her extremely arrogant behaviour I said: I am going to be upset if I miss the train! Slamming the barriers open and shouting, one of the other staff came rushing towards me and said i had to leave the station otherwise he would have called the police. Apparently in expressing my feeling about missing the train I threatened the his colleague.. maybe he was trying to scare me off given that I am very young but I just ignored him. This is the first time I actually write a review but it’s just because I had 15mins to spare having missed the trained I wanted and needed to take. I think th EX service is going down the tubes, also considering that it really takes 20mins from LHR to’ Paddington once a month, normally it’s always slowed down by some technical problems which never seem to be in their control? I would not reccoment this service to anyone but unfortunately, until the Elizabeth line opens it’s the most convenient one and the owners know it - that’s why they can afford to treat people so badly.
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