I paid for a ticket from Heathrow to Paddington on 4th September. The ticket machine malfunctioned and didn't issue me a ticket so I had to buy another ticket from a different machine. I emailed Heathrow Express on the 5th and received a reply on the 6th,telling me that I will receive a refund via bank transfer within 20 days. Guess what? No refund so I emailed again on 8th October. It's the 13th today and still no reply or refund. The Passenger Customer support is very poor.
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