Review Time
I made a terrible mistake buying a carnet of 12 tickets for Heathrow Express via their app. Absolutely horrible app to use. This is what you'll get:1. The app logs you out after I don't know how long, so best to be prepared to log in or download your tickets to your wallet before you need to use your tickets.2. When you purchase 12 tickets and look at 'Tickets' in the app, you'll see 12 beautiful purple images. Unfortunately, none of them show you the ticket's reference number. Noooo... you'll have to click on each ticket to read the QR code or download the ticket to your wallet.3. Then when you are finished reading that first ticket, you'll need to go back to 12 beautiful tickets, where the page makes you scroll right from ticket one and count to the ticket you want.4. By the time you get to ticket 3 to download it, you'll be starting to get square eyes. 5. Thereafter, keeping scrolling (from ticket one), counting, downloading for every single ticket till you reach 12 (if you've not got to Heathrow by that time). And if you forget what the last number was, oops... you might then backtrack, go back to the last ticket you think you picked and downloaded, and hope that you're right. Otherwise, start the process all over again.6. And if you use a ticket from your wallet... you'd better remember which reference it was. Because all good and used tickets will continue to stay in your wallet. There is no marking to tell you which of your wallet tickets have been used.7. But there is hope - you can go back to your row of 12 tickets, click on every individual ticket, to find out if the ticket was used (it will be greyed out). You just won't be able to find out when you'd used it. So if you think you've used one ticket to swipe in and another to swipe out (because the same ticket somehow doesn't work work when you are trying to swipe out)... the only way you may find out is if you can log in from a laptop/PC (not your phone) - coz there's no information captured in your app or wallet tickets.7. And if you're like me, unable to download all 12 at one sitting, and no time to make a note of which reference numbers you've used... you'll have a fun time trying to figure out which one you've used, which one you've not downloaded... 8. Good luck trying to ask the staff at the barriers. If the ticket you think you used to swipe in doesn't work, they don't want to know. You'll need to use another ticket to swipe out to get out of the barriers...In short, if you want to waste your time scrolling, checking, downloading, using one ticket to tap in and another one to tap out by mistake, getting confused, frustrated, annoyed, then use this app.To add to the stupidity of it all, there isn't a single portal/app for users to access all the relevant data about their tickets.1. App's purple tickets tell you don't tell you reference number or if it's used, you'll need to click in to the next page where you get your QR codes.2. Wallet tickets tell you QR reference number, but not if it's used (only if it's past the ticket expiry date)3. Website tells you date that the ticket was used or 'assumed used' but not QR reference number.Absolutely bonkers.
With more strikes set to take place on the 4th Oct, my family are now having to come pick me up from Heathrow as my flight lands after the last express train departs.Apply for refundYou would think that H’Ex customer service would be apologetic for the disruption to service, HELL NO! Before i can have my refund, I have to provide everthing but my underwear size and nearly an apology to them for requesting said refund.The clue is in the title ‘CUSTOMER SERVICE’ - not ‘LACK OF CUSTOMER SERVICE’ - I didnt ask for the strikes to happen, I just want to get homeAppreciate the experience so i can write this review and thank you for absolutely nothing - TERRIBLE SERVICE!
This is the worst line for delays. Heading from Acton to Heathrow and they delayed me 1 hour but didn’t tell us this initially just kept cancelling the trains when they were due. My friend got to Heathrow though straight through from Paddington. Passed us by. Absolute disgraceful service. Had to get an Uber in the end. Oh my God how are we going to get a green London
I commute on this train and sadly I have developed a habit of checking every morning in the app if the train is actually running today. It just happens way too often that for whatever reason, there is reduced service / no service. And in the lucky event of the train actually running, it's another gamble each time if the train will actually arrive on time - from my experience, I would say every third train that I take arrives late. It's not that they depart late, but on the way the train slows down with the result of it arriving late. Quite painful.
Bought tickets at the airport. I ask the lady what the price is for one ticket. She said $37 each. I thought that was a bit expensive but we (my daughter and i) were very tired. So i said yes.So so dumb, she charged me for 4X 37.48. Little did i know 😥 in 10 minutes we were in Paddington. Thank you for my first experience in London! We felt so welcome! You guy's should be so ashamed to scam the people. We hope that karma comes around and hits you in the face, with a chair!💺Horrible people 🤢🤑
Should be zero. Due to rail strike action I am unable to get to London on the day I have booked tickets. Heathrow Express say, that’s too bad and they will keep the money and not allow me to travel the day before. After years of terrible service, awful staff interactions and paying for services I have not been able to use-I am finally going to boycott the service. I have had enough. I would rather pay for a driver than put up with it anymore. The rail companies need breaking up like the mining unions were.UPDATE 30/6/23: I have successfully got a few of my old City friends and their firms to stop using the Heathrow Express. Do the same and maybe they will improve their Customer Service!
Absolutely lazy on platform staff and exceptionally rude driver - on arrival to the platform where a train is stationery and after passing the idol platform staff member - the driver shouts - “get behind the blue line, the train isn’t ready for boarding” Thank goodness for the Elizabeth Line. If you are travelling into London - do not book Heathrow Express! The Elizabeth line is cheaper and provides a better service!
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