Review Time
If you get to the platform at Heathrow terminals 2&3 and the train is in the station and the guard is calling Paddington, then the passengers tend to get on that train and so did I. There wasn’t time to find out if it was Elizabeth Line or the Heathrow Express. It was only when I got to the platform gate at Paddington that I found I couldn’t exit with my ticket (Castle Cary to Heathrow via Paddington). The ticket master told me I would have to go back to Heathrow! As I didn’t want to miss my train to Castle Cary I chose to pay £9 just to exit the platform. Why can’t there be a simpler way? Foreigners must find this very perplexing
We’re stuck for more than 15 minutes in your EXPRESS service with the driver announcing a light excuse of a trespasser or something! In the meantime several trains are crossing from both sides speeding! YIU SHOULD REFUND AT LEAST! We paid £42 to go EXPRESS you know
We turned up at Paddington and decided last minute to get the Heathrow Express. An amazing staff member called Upkar helped us get a cheaper ticket. He issued it there and then (Instead of the machine) and even told us which was the best carriage to access terminal 5. Made our journey so much better
So slow and often delayed. As a business traveller I expect to be at the airport or city within the marketed time. I see an Elizabeth line passing this train today. And it was delayed on the track last week as well. This is ridiculously poor quality. With all the strikes, begs the question whether London transport companies should assess the quality of their staff. Lots of good people looking for work who can probably make the service reliability better.
I’d avoid this service it’s not express at all and the staff should be automated - completely no point keeping them employed as their attitude stinks, the are rude, their information is factually incorrect and when this is pointed out they just lie some more.
My wife ,and I tried this thinking it would be cheaper than a taxi to our family in North London. The train was fine but getting luggage on and off wasn't easy. Then, at Paddington we had to haul luggage up a large stair. The London train tube system is great but again, luggage was a real problem. Some stations have escalators but some don't, sometimes requiring climbing the equivalent of 3 flights of stairs. Usually a taxi/UBER takes an hour to get us from North London to Heathrow and the cost is 60 pounds plus tip. The Heathrow express and tube train took almost 2 hours and cost us a little less than $40 each for a total price of $80 or 65 pounds. Bottom line, unless you have a small amount of luggage don't even consider the Heathrow Express and it is cheaper and faster to take a taxi/cab anyway.
Due to a Driver having not turned up for an Elizabeth Line Train to Heathrow Terminal 5, I was forced to take a Elizabeth Line Train to Terminal 4 or I would have had to wait 15 minutes at Paddington. Once I boarded the Train and set off, I checked on the connection time at Terminal 2 and 3 and as luck would have it, I had a matter of less than 5 minutes to wait. Once I boarded the Heathrow Express to get from Terminals 2 and 3 for the 5 minute journey to Terminal 5, I was met with the most grumpiest, rudest Member of the Heathrow Express Team that you could ever imagine. She would rather have People (including me), stand in the Carriage further down the Train, than have them seated comfortably seated for the 5 minute journey. The Business Class Carriage was totally EMPTY and we were jammed like the Sardines in the next Carriage down. I have written to Customer Services and they are trying to fobb me off with all kinds of GDPR, nonsense emails and am so fed up with Heathrow Express Customer Services that I have decided to air my views on here. My advice for what it is worth for, is use the Elizabeth line as often it misses out on numerous Stations and does Paddington to Heathrow Terminal 5 in 26 minutes and costs far less than Heathrow Express which runs with old Rolling Stock, painted up to look good and they charge a fortune. Now that Customer Services have fobbed me off, I hope that the Management Team will read this because a 66 year old Man should not be forced to stand due to lack of seating available, irrespective 5 minute journey or not. This Member of Staff needs to be given a written warning for gross misconduct and not allowing a person in his senior years to sit comfortably. I shall also escalate this to the Railway Ombudsman for their take on this . HEATHROW EXPRESS HOLD YOUR HEADS IN SHAME
Due to change of travel plans, I was unable to use the return portion of the ticketAlthough their website says a refund will be made for unused tickets after filling out a form, etc, that is the end of the matter. No refund, never a reply from them.. Buy one way only, or better still use another service.
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