Review Time
Bought their return advance ticket and was about to board in Paddington today when I realised I had mixed up the travel directions. The staff at the station informed me that I had to cancel the tickets and repurchase new ones, because for whatever reason their tickets aren't interchangeable, even though the trains are always deserted...Tried to do it through their website only to be told that there was no refund at all or exchange as they were advance tickets. What a terrible customer service on their behalf! I am sure this mistake happens daily and there's no loss to them whatsoever. I on the other hand now had to pay twice. Absolute disdain for their customers. Will never be using them again!
Bought a return ticket for August with the early bird deal and never got sent the confirmation email or the tickets. Contacted customer service and they asked me to provide details such as booking reference and date of travel, which I provided. Then they insisted I provide the email I used to buy tickets, and I gave them the one I wrote in on, which apparently isn’t the one I used to buy the tickets even though it is. I emailed them proof of the money being taken from my bank account so I clearly did buy the ticket, I even sent them a screenshot of my booking reference I took after I bought the tickets. I only bought them because the £20 deal made it slightly cheaper than the lizzie line, and the Piccadilly line is closed when I travel, other than that it’s quite the rip off.
Bought an early bird ticket as it’s a great offer but due to a glitch did it a second time.Even though I immediately raised it - no refund or anything that can be doneNot very good service or understanding at allSo if in doubt avoid them. I will use an alternative means of getting to Heathrow eg tube or Elizabeth line
Their trains are a total ripoff, clearly designed to take advantage of unsuspecting tourists thinking it’s the only option to get into London. It is shameful that visitors to the UK will have a negative first impression of the country by being completely ripped off. Do not use their trains, take the Elizabeth Line instead for a fraction of the price and it will also take you further than just Paddington.
40-minute delay - had to rush through the airport. No warning despite all other trains and the Elizabeth line stating delays.They said you can get a refund online - this was near impossibly complicated, I eventually figured out how to do it and they said that I was outside the 30 period. Nice one!
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