The Heathrow express app is terrible for one main reason. For some inexplicable reason, you must buy a ticket for the'correct direction' - i.e. Heathrow to Paddington or Paddington to Heathrow. Now this where the terrible design of the app comes into play. When you buy a ticket - the direction is already set and you have to change it if that preset direction is not the one you require.WHY OH WHY! If you are going to require passengers to buy a ticket for a specific direction then the direction should be empty until specifically selected by the passenger.Once you have bought your ticket there is no quick solution ... you have to contact customer services and then receive an email saying you will be contacted in 20 working days. There would appear to be several options for a drastic improvement:1. remove the 'correct' direction requirement; or 2. remove the preset direction and force customers to chose the direction; or3. include some function whereby customers can change the direction prior to travel.
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