The Heathrow Express management have created an app that is designed to defraud of your money, either by refusing to allow a single in one direction to be used in the other, or by defaulting to a travel date two days ahead of the current day. Instead of having flexible staff at the gates who understand what surely must be a frequent problem, the staff on the gates instead refuse to recognise your problem and repeatedly tell you that it’s not their problem. In order to get a refund on tickets bought through the app, the customer must wait 20 days for a manual review of the refund application. This is surprisingly pedestrian and inefficient in the year 2022.
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