If I could have left no star then I would have done.Shoddy service and even more shockingly terrible customer service. I paid £50 for 2 tickets from Heathrow to Paddington 9 weeks ago. Got on the train and it didn't move for 20 minutes. We were then told there was a fire just outside on the tracks so we would have to find alternative transport. It was 11pm at night. We had to get a taxi home which cost £110. I sent a complaint into Heathrow Express with copy of my tickets that very night I got home. I was told it would take 20 days to refund me. I am still waiting.., awful company. Get the Elizabeth line or the Piccadilly line as you cannot trust anything Heathrow Express do or say.
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