Name: heathrowexpress.com
Telephone: 000000000
Rating: 1.5

FT82 Guest

poor non existent customer service

I don’t find the service reliable for the money that you pay. ‪Add to that their non existent customer service team! Over a month ago I applied for a refund for a non running service and radio silence. I completed another form to complain - again radio silence. Their customer service is shocking and needs an overhaul. Leave an extra bit of time and use the tube. Avoid avoid avoid.

Date of experience: Dec 08, 2021

OP_PatataGamer_ Guest

4 years ago

Awful Customer Service

I had flights to New York which were Covid-cancelled and had bought 2 return tickets on the Heathrow Express. I tried to call but the Customer Services line wouldn't accept calls. E -mails received a standard response but no follow up and two deadlines expired and still i heard nothing.From my experience, there is NO Customer Service available I will not waste any more time and effort in trying to retrieve my money accepting that HE has exhausted my patience.

Date of experience: Nov 09, 2021

Lindsay Brooks Guest

4 years ago

Rubbish

Very bad experience as the train is stuck in stations with doors not opening and i am nearly missing the flight. For something that costs double the price and is called express this is appaling. Never again.

Date of experience: Oct 21, 2021

RM48 Guest

4 years ago

Appalling. Take Tube instead.

Appalling. I booked two tickets on the app this morning, twenty minutes later they could not be downloaded; the ticket retrieval machine said “booking could not be found”; the operative standing there could not help, To add insult to injury, their online refund/complaint form says “we aim to respond within 20 working days” (ie almost a month), and they still use Covid as an excuse for poor customer service.

Date of experience: Aug 31, 2021

Gale C. Guest

4 years ago

Very expensive then trains cancelled so…

Very expensive then trains cancelled so a very long wait. Costs the same and much quicker to get an Uber or travel by tube which takes the same time but a fraction of the costAhh just seen it is run by tfl so of course it is utterly useless.

Date of experience: Jul 07, 2021

Alisha Howard Guest

4 years ago

I pay money to have a relaxing journey…

I pay money to have a relaxing journey to heathrow and I get bombared for the whole journey by a voice that constantly reminds me about what I need to do and pushes adverts. Passangers want to have a relaxing journey before taking a flight.

Date of experience: Jun 21, 2021

Lettice Patterson Guest

4 years ago

Great experience

Great experience, Debbie did my test and did a great job

Date of experience: Jun 18, 2021

EP54 Guest

4 years ago

I left my handbag accidentally on the…

I left my handbag accidentally on the platform at Heathrow as I stepped onto the Heathrow Exp. We told the nearest supervisor onboard as we moved off and he had it delivered safely on the next rain to Paddington within 15 minutes. They were cheerful, calming, extremely efficient and smiley. I was deeply impressed.

Date of experience: Jun 11, 2021

PixelHola Guest

4 years ago

Heathrow Express - An endless stream of instructions and…

An endless stream of instructions and adverts over the loud speakers makes for an annoying journey.Best to buy wax earplugs from your local pharmacy or use Noise Cancelling Headphones.

Date of experience: Jun 09, 2021

AP Guest

4 years ago

So noisy with irrelevant ads

Honestly there was no peace and silence during the whole trip. They keep repeating the same information and it’s so loud as well. Never using it again, I’ve gotten deaf.