Review Time
I’ve taken both the regular services and the Express. There is no point at all in taking the Heathrow Express as it’s often offered for free when other services are delayed and even then it’s not worth the few minutes of saved journey time. After I was charged a transaction for Heathrow Express despite using the correct barrier to access the Elizabeth Line, the customer service of the Heathrow Express refused to refund the money which shows irresponsibility.
I bought an Early Bird ticket expecting to travel, but guess what? The train WAS NOT EVEN RUNNING on the day I needed to travel. Same story for my two friends who also purchased tickets. And what do we get? A measly 50% refund because they claim it’s “like a delay.” Excuse me? The train wasn’t running at all—that’s not a delay; that’s a complete failure!To make matters worse, we didn’t even get a coupon or anything to compensate for this mess so we could travel another day. And the customer support? Absolutely useless. This was a terrible experience all around.
Due to a tube strike me and my girlfriend are now unable to use the Heathrow express. As these were early bird tickets Heathrow Express has refused to refund the tickets. In this day and age were you would think customer care/understand was important, but this is obviously not the case with Heathrow Express. Three only interest is free money from it's customers.
Terrible customer experience after accidentally booking a ticket the wrong-way round. Realised my mistake within seconds but there is no mechanism to unwind this or change the ticket. Customer service don’t care and just say no over and over. Train itself is fast, and station staff are pleasant, but for the price I’d recommend you take the Elizabeth Line. Hopefully this increase in competition makes the Express offer better service to customers.
I accidentally booked my tickets the wrong way around. I was told by their customer service team due to small print they were unable to switch them to the correct way around. I didn't want a refund nor even a change of date, just to switch it from Heathrow to Paddington to Paddington to Heathrow and had contacted them within 20 minutes of purchasing the ticket. This is either awful way to treat their customers or a hidden way of stealing money out of peoples bank accounts.
Spent 3 months chasing for a refund, with ~25 emails sent to Customer Service team following up on the status of my refund owing to a 30 mins delay on Heathrow Express. Got there eventually with a refund paid out but it really isn't worth the hassle which is what Heathrow Express are banking on in order to avoid pay out. The amount of emails I received confirming refund to be issued and then nothing materializing in the bank account was high. All round poor service. Would suggest using Elizabeth line instead; it's cheaper, just as quick and they're more likely to meet conditions of travel.
Ticket machines broken, rude staff, terrible website and no longer sell tickets on the platform (5+ machines on the platform but out of use) nor on the train. £40 return approx vs £15 approx on the Elizabeth line and takes only 10 mins longer. Similar to other reviews booked and auto defaulted to wrong date refused entry and told to purchase another ticket.
I left my backpack 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.
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