Review Time
Chaos on this service yesterday from Heathrow to Paddington, packed to the capacity, everyone standing, no loos working. Wifi down, luggage everywhere. I know its only a 15 minute journey but i felt very bad that this filthy packed train was the first welcome visitors had to our great city.
One of the worst websites I've ever used, a help line that is only open at hours to suit them & no facility to reprint your ticket. It's clearly geared to maximise it's financial gain by offering as little help as possible to customers who's lost their confirmation because there's way you can do that without contacting them. We don't have a job that allows you to phone them between 9-5 Mon-Fri. Rubbish!
On the 17th of October, due to electrical problems, the service was suspended after 8pm. I landed at Heathrow at 10pm and i was informed of the matter. I asked for a refund online and the answer was that they would refund 50% of the fare as per the delay policy. There was no delay because there was no service.
I will not trust Heathrow Express again. On Sunday, October 28, the service from Paddington was completely interrupted due to technical problems and I was forced to take a taxi to avoid missing my flight. I have demanded that they reimburse me the amount of the taxi, but the company only returns the amount of the ticket; so I lost 72 pounds because of them.
Staff are totally unhelpful and empowered to penalise both visitors and commuters at every opportunity. I buy tickets via the app and once lost my phone enroute to work, boarding the train without realising and then tried to purchase my ticket onboard with my laptop. Their WiFi wasn’t working and despite showing 100s of past tickets on email they still charged me the full peak fare and customer service weren’t interested. Apart from being wildly overpriced, in over a year of commuting on the HEX not once have I seen staff go the extra mile for a single passenger. Train staff are regularly shouting over the PA onboard and at the station, frankly it’s embarrassing. The barriers at Heathrow are ridiculous, causing people to get stuck in the entryways and often don’t even accept valid tickets. The trains are often dirty, too hot, too cold. The WiFi rarely works and the app constantly crashes, drops out, takes ages to load your ticket or doesn’t load it at all. I can’t wait for the day Crossrail opens (albeit delayed).
Appalling. Our journey took almost double the time advertised. Arrived after 26 mins. No transparency about applying for refund. Filled in form online, told to call the office. Wait of half an hr on hold to be told no refund because our train was 13, not more than 15 minutes late. Why didnt they tell me this by email & not waste my time?? So you only get a refund if you train is more than half hr late, double the advertised time! £44! Terrible customer service...total sham
Anyone should be carefill if you are traveling from terminal 4 , especially. Since Heathrow express says that its takes you 15 mins to get to Terminal 2&3 and then transfer to Term 4 takes aprox 4 mins, well its not true. 20-25mins MINIMUM to wait in between this terminals and all together it wil take you same if you take underground....Its just unbelievable that Heathrow epress is not running their service in between terminals!!! How come is that different?and why you do not mention this befoe I buy the ticket??
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