Review Time
I was very disappointed with the service response to my query. I bought a travel ticket with Heathrow Express from Paddington Station to Heathrow Airport Terminal 5 on the 9th of April and return on the 13th of April 2025.My first trip from London to Paddington was fine; but I was returning there is no train, I was told pick the Piccadilly line.I requested for a refund of my return ticket I was told they could not refund due the time.First when buying the ticket there was no time that shows there will no train from this to this time when not very happy. Customers should note this situation for any surprise from Heathrow Express.Ver bad services
I cancelled a booking, but they wouldn't refund me. Firstly their own IT systems (perhaps they don't have any?) should have shown them that they had missed the refund. Then I sent them the required bank statement covering the 10 working days after the trip, to show that the refund hadn't come through. Now I have just sent them the subsequent month's bank statement to show them that the refund STILL hadn't come through. Can you imagine, I have to send them my FULL bank statements (such a gross invasion of privacy) because their systems can't track / match inflows and outflows ... I warned them that if they carried on like that I would write a lousy review AND stop using Heathrow Express. So what a result Heathrow Express, well done:1. I will get the £25 that they owe me that I should have already gotten 5 weeks ago2. They will lose a frequent flyer customer (to the Elizabeth Line)3. They have received yet another very poor Trustpilot review [1.3 average score currently!]4. And they have wasted so much of my time!How silly can a company be ...
when booking my ticket via their app. Happens quite easily. Unfortunately, even though I requested a refund or credit within 1 hr they refused. Not what I would expect from a company that values customer loyalty. Their policy is more important than their customer's happiness
I genuinely felt i had inputted the correct info but the incorrect date was generated in my ticket - since it was an advance discounted ticket the customer service team did not want to even discuss - I did not want a refund just to travel the next day - will tell my story to all that will listen and the Elizabeth line now for me!
The actual train service when it is running well is great. But the website is awful and deliberately set up badly so it defaults the outbound travel leg to being from Heathrow, which is useless for those of us who actually live in the UK. Even if you correct this, it defaults back to the wrong direction of travel if the page updates whilst you are purchasing your tickets. They then refuse to refund you even if you raise a refund claim immediately and clearly have made a genuine mistake due to their shoddy website. Customer service is then disjointed and they can not use or not allowed to use common sense, their auto response states that they will aim to respond within 2p working days (by which time most people will have travelled). All seems like a deliberately ploy to rip customers off. Who knows how they are allowed to get away with such a deliberately badly designed website?!
This is why people dont use heathrow express anymore. And i wont be using again. There is no management at all nor no customer interaction. Please give my points on Topcashback as promised. Otherwise no matter how small i will send this to small claims court where you can also pay my court fees.
Poor Customer Service .made a error on booking 1 min after i got email i contacted them and asked to change they sent e-mail back saying yes 2 hrs later oh we cant do that... Don"t Trust there customer supporti have both e-mails from them . 1st is what they sent and the second is the oh we made and error From: Passenger Customer Support >
Nothing express about this train delays experienced with a train just stuck on the platform delaying connections to T4 and potentially risking passengers flights. Very poor service for such an expensive service. Take a tube or taxi.
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