A dishonest company that is blatantly stealing from me. I bought two paper tickets from their counter in Heathrow terminal 2 but couldn't travel. Came back to the salesperson for a refund and was told I had to file a request online. Reading their T&C the day later showed the salesperson should have refunded me on the spot. This shows their own staff don't even know their rules. Anyway, my online refund request took over 1 month to get a response from them asking for my bank detail. I sent this immediately but since then have been waiting another 2 months now and still no refund yet. I filed a complaint on their website and got an email back saying I would get a £25 refund, even though the 2 tickets cost £50. I asked for an explanation twice and the support person just resent their previous email, showing how little they care. Fine, I'll escalate this soon elsewhere.Of course, there may be refund processing fees involved here but without giving an explanation, Heathrow Express is simply stealing from me. Never buy from this company! Take the TFL rail from and to the airport for a fraction of the cost and save yourself from begging for Heathrow Express' attention.
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