Turned up to Paddington to find that our train for our group of 4 was cancelled. The Heathrow Express employee could not tell us whether the next train would run. He advised us to make alternative arrangements and to submit the unused tickets ASAP to their refund department.In short,with further expense and a lot of stress we just made our plane. The next day I submitted the tickets, I received an acknowledgement and was asked for my bank details which I submitted. This was almost eight months ago. Since then I have phoned or emailed weekly. My case was escalated in June. This company is a disgrace. I am actually glad the train didn't run as judging by their incompetence in all other areas I can't imagine it would be safe.
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