Due to the strike that took place in May we were unable to travel so I sent an email requesting a refund as they were unable to provide me with the service I paid for. It takes up to 20 working days as they state. It's now end of July and after several emails back and forth I've been told on 13th June the following:"Dear Miss Johnson,Thank you for your email.The email my colleague sent previously advised that your payment request had been sent to our payments team, not that your refund had been processed. Normally they aim to process the refund within 20 working days of receiving your request however due to the current backlog it may take a little longer.I appreciate that this is frustrating for you, however as previously advised your case has been escalated to our payments and please be assured we will be back in touch as soon as we have further information for you.Kind regards.Dan PayneCustomer Relations TeamHeathrow Express"As you can imagine I've not heard back from anyone nor received my refund and it is now 25th July. I have sent another email where I've started that this is theft and that they are scammers. Quick to take your money, but they don't want to refund you when they cannot provide a service. I'll await their response.
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