Review Time
Do not buy a ticket on this service at the kiosks. The kiosk attendant made me put the transaction through twice despite me saying I have already been charged. I was charged twice and then given 2 tickets and told they can not help me or process a refund and just given a card with their website details. I was then travelling for a month and told that I can not get a refund after 30 days despite it being the incompetence of the staff or the machine not working and no fault of mine.Use the Elizabeth line. Don't bother with this money grubbing company. I'm out 25 quid in this economy due to their poor business practices and lack of staff training.
Total s**t show. Arrived at Heathrow, the Heathrow Express staff advised us to buy tickets to Paddington at the kiosk in the terminal. A 15 minute walk to the train station later confirmed the train station was closed and they were running no Express trains for the day. No refund on the spot. So applied via the website for a refund. Quick response saying it had been approved requesting bank account details. They suggested it will take 20 days to refund. Well over 2 months later still waiting! Emails not responded to, and eventually got to speak someone over the phone after about 40 days……..they admitted the transfer had not been actioned but promised it would that day. Still waiting………no sign of the money.
ridiculous customer servicethere are no exchanges on tickets!! this is absurd - the ticket will still get used if i wanted to take it on another day??? there is NOTHING to lose for the company if they let you use it on another day. so now its going to cost me the price of 2x tickets to go to heathrow??? i will never take heathrow express - this is horrific customer experience. lets say your flight is cancelled they tell you to bring it up with the airline !! which how in ANY way is that the airlines problem?? the fastest normal way is through the ticket provider which in this case is Heathrow Express
The Heathrow Express management have created an app that is designed to defraud of your money, either by refusing to allow a single in one direction to be used in the other, or by defaulting to a travel date two days ahead of the current day. Instead of having flexible staff at the gates who understand what surely must be a frequent problem, the staff on the gates instead refuse to recognise your problem and repeatedly tell you that it’s not their problem. In order to get a refund on tickets bought through the app, the customer must wait 20 days for a manual review of the refund application. This is surprisingly pedestrian and inefficient in the year 2022.
The Heathrow express app is terrible for one main reason. For some inexplicable reason, you must buy a ticket for the'correct direction' - i.e. Heathrow to Paddington or Paddington to Heathrow. Now this where the terrible design of the app comes into play. When you buy a ticket - the direction is already set and you have to change it if that preset direction is not the one you require.WHY OH WHY! If you are going to require passengers to buy a ticket for a specific direction then the direction should be empty until specifically selected by the passenger.Once you have bought your ticket there is no quick solution ... you have to contact customer services and then receive an email saying you will be contacted in 20 working days. There would appear to be several options for a drastic improvement:1. remove the 'correct' direction requirement; or 2. remove the preset direction and force customers to chose the direction; or3. include some function whereby customers can change the direction prior to travel.
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