Review Time
Stuck on a Heathrow Express train AGAIN.Journey well over half an hour plus waiting 20 minutes at Heathrow...it's really not worth it. Add to that the annoying and ridiculous 'Do not board the train..Stay on the platform'...at Heathrow. I will stick to the Piccadilly Line in future.
Honestly...its the weekend and the train aren't running - you have to be kidding me! No alternate solutions offered!! Instead of 15 min ride it takes you 90 min to get into London. Do your track work during night time when the airport is closed!!! Unbelievable
Heathrow App down while they upgrade, website doesn't work on iPad or iPhone (couldn't enter my address nor would it respond to my log-in details) finally got tickets via my PC. Got to Paddington only to find a 4 coach train waiting at peak time, horrendous queues at the ticket office owing to electronic ticketing difficulties. Train horribly overcrowded, standing room all taken in the vestibules and isles. Advertised 15 minute journey duration to Terminal 123 took 22 minutes. the only reason I gave this 1 star was because it left Paddington on time.
Horrendous company from top to bottom. The pricing is daylight robbery, the staff are very very rude and they lose tickets in the app and don't care that you are out of pocket!I bought a carnet of 12 tickets last October and know I had two tickets left. Visiting London a couple of months ago I opened my app to find I had no tickets left to use. Nonsense, and there is nothing they can do about it. A few weeks ago I found the other train to Paddington, very pleasant and a fraction of the cost of this disgusting company. Foreign visitors to London beware! There are much better options into London from Heathrow.
I would echo others reviewers comments. There app caused an error in one of my bookings and contained the wrong direction of travel. They refused to alter the booking even though the price is the same. "Customer Service centre" rude and indifferent. Heathrow express is more expensive per mile than Concorde was, which shows what a rip off it is. TFL now runs a half hourly service to Paddington which cost £9 one way. Obviously the option to use while you wait for the new Queen Elizabeth Line to open. Hopefully by then Heathrow express will have ceased trading.
The Heathrow Express App is absolute rubbish. Tried 5 times to order a ticket via the app on 16th Jan en-route to Paddington and it kept crashing. It never completed the transaction. So I queued up at the station and bought a paper ticket which I then used to travel from Paddington to Heathrow Express......and on a train that was 7 mins late too. I then received an email later that evening confirming an online booking. So I was charged twice for the same trip. I complained to Customer Service but no response to-date. Apparently it takes 20 days to respond despite the problem being an unstable customer unfriendly app. Rubbish service all round.
I applied to get a refund for a ticket I could not use because I had to rush to hospital to see my mother, having being told this would be the last time I would see her.Email back from the Customer Relations Department has basically told me to get lost.What a totatlly astonishing reply from this organisation.
Landed at LHR and needed to get to Paddington as quickly as possible. On my way to the Heathrow Express I looked for the tickets vending machines but they were all out of order. From the ones straight after passport control to the ones in the main arrival area. Being in a rush to get to office and seeing the next train was leaving in 2 mins I asked one the staff at the barriers (newly set up) if she could let me get through. She pointed at the only single ticket machine in front of which another people 5 people were queuing. I asked again to be pleased let through and that I would have bought the ticket onboard (At the higher rate) bu she said it was not possible. Very annoyed about her extremely arrogant behaviour I said: I am going to be upset if I miss the train! Slamming the barriers open and shouting, one of the other staff came rushing towards me and said i had to leave the station otherwise he would have called the police. Apparently in expressing my feeling about missing the train I threatened the his colleague.. maybe he was trying to scare me off given that I am very young but I just ignored him. This is the first time I actually write a review but it’s just because I had 15mins to spare having missed the trained I wanted and needed to take. I think th EX service is going down the tubes, also considering that it really takes 20mins from LHR to’ Paddington once a month, normally it’s always slowed down by some technical problems which never seem to be in their control? I would not reccoment this service to anyone but unfortunately, until the Elizabeth line opens it’s the most convenient one and the owners know it - that’s why they can afford to treat people so badly.
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