Review Time
Customer online form to claim delay repay for delayed or cancelled train does not work. So I posted a letter with the tickets the old fashioned way and no response. Basically not honouring the conditions of carriage and obligation to provide compensation.
DO NOT BUY TICKETS USING THEIR APP.Actually, don’t buy tickets at all!Here’s what happened to me:The app promises a 10% discount if you buy tickets through it for the first time, so I did.The money (£22.50) was instantly taken from my Revolut card.I then got a message saying “Thank you for the purchase, go to the tickets page.”But when I clicked the tickets page, nothing. No tickets.I also checked my emails, still nothing.I panicked and contacted customer service:First, they told me the payment “didn’t go through” and that the money would be reverted back in 48 hours. As the payment resulted “pending” on the Revolut app, I believed them. 48 hours later, instead of being reverted back, the payment went from pending to completed.I contacted them again, and now the story changed: apparently it takes 5–7 days to get a refund.If the payment “didn’t go through,” why was the money taken in the first place? And why are they now talking about a refund if, supposedly, they never received the money? Clearly, they did take it as my bank confirmed the payment was completed to the merchant.So the reality is:-They took my money.-They didn’t give me a ticket.-Their app is unreliable, and they even admitted they know it “needs fixing.”Save yourself the headache. Do NOT trust this app with your money.I have now raised a dispute through my Revolut app, and I am hoping the screenshots of my chats with customer service will be enough to get my money back. For some people, £22 is a lot of money, it’s not fair to play with people’s money like this.
Booked before 90 days to travel..for the cheaper fare...Tickets appeared in app as outward leg Heathrow - Paddington and Return Paddington - Heathrow.. I live in London and want to travel to Heathrow first..!!Customer Service not interested as a non refundable ticket and said I entered details wrong.. I Absolutely no mercy..The websites defaults back to this setting as if your arriving from abroad.This is a scam the company are well aware of.. Staff are just as rude, unhelpful and not interested..Avoid this vile company...!!
I booked the Heathrow Express online, which was fairly straight forward. I chose the Heathrow Express over the Elizabeth line due to luggage space, as we were carrying 3 large suitcases, and I had read that the Heathrow Express had dedicated luggage space. I also used the Family & Friends Railcard for a discount, which made the price comparable to the Elizabeth line. When we arrived at Paddington Station, we followed the signs on the floor which led us to the Heathrow Express platform. We needed to wait for the train to arrive before the gates opened. Once on the train, the journey was smooth, and we arrived on-time. Overall, the experience was what I had expected.
Shockingly poor reliability. App schedule not updated in a timely manner and service is ALWAYS disrupted. Used to be a great, quick and efficient service. No idea what happened but owners and operators should be ashamed of themselves. Never using again.
Why do they have to be so rude? Wonderful service when it runs on schedule and when you don't need to ask anyone anything. It's so hard to justify using Heathrow Express over Elizabeth Line when it's barely faster, way more expensive and the staff leaves you with a bitter taste in your mouth.
Honestly I use this service regularly to get to work but sadly I will no longer be using the service. The staff members who sell the tickets are always so rude, unhelpful and very lazy. I asked them a question and they just shrug you off and walk away or just ignore you very disappointed 😞 please train your staff this is an expensive service and not worth it!
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