Heathrow Express レビュー 

The actual train service when it is running well is great. But the website is awful and deliberately set up badly so it defaults the outbound travel leg to being from Heathrow, which is useless for those of us who actually live in the UK. Even if you correct this, it defaults back to the wrong direction of travel if the page updates whilst you are purchasing your tickets. They then refuse to refund you even if you raise a refund claim immediately and clearly have made a genuine mistake due to their shoddy website. Customer service is then disjointed and they can not use or not allowed to use common sense, their auto response states that they will aim to respond within 2p working days (by which time most people will have travelled).

All seems like a deliberately ploy to rip customers off. Who knows how they are allowed to get away with such a deliberately badly designed website?!

Deliberately obtuse app. Make sure you buy only in the direction you're going in.

awful experience. awful delay on several occasions and completely unreliable.

Poor Customer Service .made a error on booking 1 min after i got email i contacted them and asked to change they sent e-mail back saying yes 2 hrs later oh we cant do that... Don"t Trust there customer support
i have both e-mails from them . 1st is what they sent and the second is the oh we made and error
From: Passenger Customer Support ><
Date: 12/25/24 8:17 AM (GMT-05:00)

Thank you for your email.

The Early Bird tickets you booked are normally non-amendable and non-refundable, however, as you have contacted us within 24 hours of making your booking, we can amend them for you in this instance as a gesture of goodwill.

As this will have to be processed by a separate department there will be a delay of several days before the tickets can be re-issued, though we will be back in touch as soon as this has been done for you.

Kind regards,

Dan Payne
Customer Relations Team
Heathrow Express

I'm afraid that as I previously mentioned, we can only change the direction of the Early Bird tickets, not the date. If you still require tickets for a different date it would have to be a case of booking new tickets.

Kind regards,

Dan Payne
Customer Relations Tea
Heathrow Express
Fix what you said you would

This is why people dont use heathrow express anymore. And i wont be using again. There is no management at all nor no customer interaction. Please give my points on Topcashback as promised. Otherwise no matter how small i will send this to small claims court where you can also pay my court fees.

I’ve taken both the regular services and the Express. There is no point at all in taking the Heathrow Express as it’s often offered for free when other services are delayed and even then it’s not worth the few minutes of saved journey time. After I was charged a transaction for Heathrow Express despite using the correct barrier to access the Elizabeth Line, the customer service of the Heathrow Express refused to refund the money which shows irresponsibility.

Nothing express about this train delays experienced with a train just stuck on the platform delaying connections to T4 and potentially risking passengers flights. Very poor service for such an expensive service. Take a tube or taxi.

I bought an Early Bird ticket expecting to travel, but guess what? The train WAS NOT EVEN RUNNING on the day I needed to travel. Same story for my two friends who also purchased tickets. And what do we get? A measly 50% refund because they claim it’s “like a delay.” Excuse me? The train wasn’t running at all—that’s not a delay; that’s a complete failure!

To make matters worse, we didn’t even get a coupon or anything to compensate for this mess so we could travel another day. And the customer support? Absolutely useless. This was a terrible experience all around.

Overcharged for ticket. Not given correct discount. Customer service wouldn't resolve the issue.

Due to a tube strike me and my girlfriend are now unable to use the Heathrow express. As these were early bird tickets Heathrow Express has refused to refund the tickets. In this day and age were you would think customer care/understand was important, but this is obviously not the case with Heathrow Express. Three only interest is free money from it's customers.

Like many others have said, a total rip off designed to trick tourists. Too expensive and no gate/barrier between its trains and the normal underground trains.

Terrible customer experience after accidentally booking a ticket the wrong-way round. Realised my mistake within seconds but there is no mechanism to unwind this or change the ticket. Customer service don’t care and just say no over and over.
Train itself is fast, and station staff are pleasant, but for the price I’d recommend you take the Elizabeth Line. Hopefully this increase in competition makes the Express offer better service to customers.

Ticket machines broken, rude staff, terrible website and no longer sell tickets on the platform (5+ machines on the platform but out of use) nor on the train. £40 return approx vs £15 approx on the Elizabeth line and takes only 10 mins longer. Similar to other reviews booked and auto defaulted to wrong date refused entry and told to purchase another ticket.

I accidentally booked my tickets the wrong way around. I was told by their customer service team due to small print they were unable to switch them to the correct way around. I didn't want a refund nor even a change of date, just to switch it from Heathrow to Paddington to Paddington to Heathrow and had contacted them within 20 minutes of purchasing the ticket. This is either awful way to treat their customers or a hidden way of stealing money out of peoples bank accounts.

Spent 3 months chasing for a refund, with ~25 emails sent to Customer Service team following up on the status of my refund owing to a 30 mins delay on Heathrow Express.

Got there eventually with a refund paid out but it really isn't worth the hassle which is what Heathrow Express are banking on in order to avoid pay out. The amount of emails I received confirming refund to be issued and then nothing materializing in the bank account was high. All round poor service. Would suggest using Elizabeth line instead; it's cheaper, just as quick and they're more likely to meet conditions of travel.

I left my backpack accidentally on the platform at Heathrow as I stepped onto the Heathrow Exp. We told the nearest supervisor onboard as we moved off and he had it delivered safely on the next rain to Paddington within 15 minutes. They were cheerful, calming, extremely efficient and smiley. I was deeply impressed.

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 done
Not very good service or understanding at all
So if in doubt avoid them. I will use an alternative means of getting to Heathrow eg tube or Elizabeth line

They let all people board all wagons regardless of business class making it unfair to those that didn’t pay first class but didn’t get first class seats and those that paid first class tickets that wasted their money. Chaotic