Heathrow Express レビュー 

Rip off. £25 for 15 mins journey , then it took over 20 mins anyway “ congestion on the line “ , the slower train takes 25 mins and is half the price , so I paid £13 to arrive about 2 mins faster
How they get away with this ? Complete rip off

Insufficent signage at Paddington for Heathrow Express, scant details about having to change at Heathrow T2 to get on another train for T4 which was an astounding 23 minute wait. The Elizabeth line would have been quicker and a lot cheaper.

ridiculous customer service
there 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

Bought a return ticket and all trains were cancelled when I returned.

They have no automated delay repay service, took a week for them to get back to me, said the payment would take up to 20 days. Been 40 days, no payment, no explanation.

Really poor service.

I paid for a ticket from Heathrow to Paddington on 4th September. The ticket machine malfunctioned and didn't issue me a ticket so I had to buy another ticket from a different machine. I emailed Heathrow Express on the 5th and received a reply on the 6th,telling me that I will receive a refund via bank transfer within 20 days. Guess what? No refund so I emailed again on 8th October. It's the 13th today and still no reply or refund. The Passenger Customer support is very poor.

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.

Doesn’t respect schedules anymore
Trains are always late
Prices still high though
Use Elizabeth line instead

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; or
3. include some function whereby customers can change the direction prior to travel.

So disheartening that Heathrow Express is one of many things to add on the list of disappointment when it comes to service and punctuality. Since the launch of the Elizabeth Line, it’s now always delayed. Happened 3 times with me in 1 month. Things keep getting worse.

Booked advance tickets on line for my wife and child ( who are travelling without me) only to discover post purchase that these tickets can only be collected in person at the airport and require presentation of my credit card. No notice to this effect when purchasing . Entirely defeats the purpose of booking in advance to save time/inconvenience. Now opted to use Elizabeth line and avoid HE who , as I found over many years of unhappy travel with them, continue to be an unreliable , expensive and Luddite “ service provider” .

If I could have left no star then I would have done.
Shoddy service and even more shockingly terrible customer service. I paid £50 for 2 tickets from Heathrow to Paddington 9 weeks ago. Got on the train and it didn't move for 20 minutes. We were then told there was a fire just outside on the tracks so we would have to find alternative transport. It was 11pm at night. We had to get a taxi home which cost £110. I sent a complaint into Heathrow Express with copy of my tickets that very night I got home. I was told it would take 20 days to refund me. I am still waiting.., awful company. Get the Elizabeth line or the Piccadilly line as you cannot trust anything Heathrow Express do or say.

Turned up to Paddington to find that our train for our group of 4 was cancelled. The Heathrow Express employee could not tell us whether the next train would run. He advised us to make alternative arrangements and to submit the unused tickets ASAP to their refund department.In short,with further expense and a lot of stress we just made our plane. The next day I submitted the tickets, I received an acknowledgement and was asked for my bank details which I submitted. This was almost eight months ago. Since then I have phoned or emailed weekly. My case was escalated in June. This company is a disgrace. I am actually glad the train didn't run as judging by their incompetence in all other areas I can't imagine it would be safe.

It took me one hour to get to Terminal 4. In the end I got there by Elisabeth Line. I could have done that from Paddington. No point in paying more for Heathrow Express tickets. Should definitely drop Express from heir name

Decided to go for this overpriced option to ensure I'd make my train connection after my flight. Thanks to issues with train tracks which resulted in delays (would have been nice to have been warned about this on the website when purchasing the ticket!) I missed my train, had to buy a new train ticket and didn't get home until several hours later. Next time I might as well take the tube.

A dishonest company that is blatantly stealing from me.

I bought two paper tickets from their counter in Heathrow terminal 2 but couldn't travel. Came back to the salesperson for a refund and was told I had to file a request online. Reading their T&C the day later showed the salesperson should have refunded me on the spot. This shows their own staff don't even know their rules.

Anyway, my online refund request took over 1 month to get a response from them asking for my bank detail. I sent this immediately but since then have been waiting another 2 months now and still no refund yet.

I filed a complaint on their website and got an email back saying I would get a £25 refund, even though the 2 tickets cost £50. I asked for an explanation twice and the support person just resent their previous email, showing how little they care. Fine, I'll escalate this soon elsewhere.

Of course, there may be refund processing fees involved here but without giving an explanation, Heathrow Express is simply stealing from me.
Never buy from this company! Take the TFL rail from and to the airport for a fraction of the cost and save yourself from begging for Heathrow Express' attention.

Heathrow express is a 15 mins train journey from Heathrow to London Paddington. There’s 4 trains an hour( every 15 minutes ) unless there’s a disruption which can be causes by trespassers, train system failure. single ticket is £25 (one way), Return is valid ticket valid for 30 £37. Now I have been reading this comments most of these people are ridiculous. If You do not want to take Heathrow express you have many other options of transportation. 1.cheapest the tube piccadilly line ( usually crowded, dirty and no air con ) 2.Elizabeth Line take 35 mins from Heathrow to London Paddington £11:60 - £12. 3. local buses which you can get from heathrow central buses station between t2 & t3 above the underground station. Nobody forces any of these ridiculous humans being to get on the Heathrow express. Most people have a smart phone do your bloody research and get what best for you !

I think majority Heathrow express front line staff are very friendly and helpful. I have seen the crap that they have to put up with from the public and most these unsophisticated travelers. I have seen these unsophisticated travelers buy their tickets from the ticket machine and then walk off and leave their tickets. Turn around and try to pass blame on the Heathrow express staff. Walking through the sign posted airport and then get frustrated that they can’t find their way because they refuse to pay attention and using their unsophisticated reading skills.

Heathrow express has great staff members and that company provides employment for many people. Including a 15 minutes train services that is unbeatable.

Terrible service. In order to a response to refund request, I had to use social media. Whist that did work, they can't tell me when I will get the refund. So frustrating and soul destroying have to chase for my money.

Becoming very unreliable, having my third instance where either they are delayed, have a breakdown mid journey or the train is not functional.

Awful conning company. I suspect many new visitors to the UK are fooled into paying a high ticket price for ‘Heathrow Express’ when the normal Elizabeth line would be perfectly fine for them.
Despite being told I was entitled to a refund for the tickets I didn’t use ( and marked void and photographed and emailed images as asked) there has been no refund or further response to my mails.
I see their activity as almost criminal , they should be more open about their real service benefit ( saves you 20 minutes but costs 6 times more) or shut down

Bought at ticket online from Heathrow to Paddington and return. The link to download the tickets did not work. Tried to send an e-mail, but can´t wait for days for the answer. Tried by phone but could not get contact. Tried Twitter and asked them to resend the ticket by e-mail. But could only get a picture on Twitter of the ticket. But I could not print this picture. So no help for dummies like me.