Review Time
Due to the strike that took place in May we were unable to travel so I sent an email requesting a refund as they were unable to provide me with the service I paid for. It takes up to 20 working days as they state. It's now end of July and after several emails back and forth I've been told on 13th June the following:"Dear Miss Johnson,Thank you for your email.The email my colleague sent previously advised that your payment request had been sent to our payments team, not that your refund had been processed. Normally they aim to process the refund within 20 working days of receiving your request however due to the current backlog it may take a little longer.I appreciate that this is frustrating for you, however as previously advised your case has been escalated to our payments and please be assured we will be back in touch as soon as we have further information for you.Kind regards.Dan PayneCustomer Relations TeamHeathrow Express"As you can imagine I've not heard back from anyone nor received my refund and it is now 25th July. I have sent another email where I've started that this is theft and that they are scammers. Quick to take your money, but they don't want to refund you when they cannot provide a service. I'll await their response.
We were in a hurry to get to the airport and at the cue for the machines at Paddington Station a Heathrow Express employee told us that he could do our tickets from his portable machines. He charged us £37 for a return and £25 for a single to the airport. These are obscene prices for 20 mins journey, and completely different to what they advertise online. Don’t use this service, it is one of the UK’s many legal scams.
The one thing that used to be good about the Heathrow Express is that when things went wrong, they'd refund you swiftly.Since about six months ago this is no longer the case - refunds take forever to arrive, if they arrive at all.Given how unreliable the service has become this is a final kick in the teeth for an extremely expensive service.
Considerong the extoritionate price of the ti kets its really not worth it. They advertise 15mins to LHR, but that is so inaccurate, even more so when you go to T5, which most ba flights depart from these days - that turns into 25mins. And in this day in particular there was an issue w an elizabeth line train, so we're being held and now my trip took 35mins. Could've taken a taxi and got there quicker and cheaper. Absolutely unacceptable
This is a a great service with a useful App. However if you buy tickets at the ticket machine in Paddington Station. It can be a challenging task if you’re over 1 meter tall. The ergonomics of the game played here suit a 4 year old. I’m pretty certain that is not their target market
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