Heathrow Express Reviews 

Customer online form to claim delay repay for delayed or cancelled train does not work. So I posted a letter with the tickets the old fashioned way and no response. Basically not honouring the conditions of carriage and obligation to provide compensation.

DO NOT BUY TICKETS USING THEIR APP.
Actually, don’t buy tickets at all!

Here’s what happened to me:

The app promises a 10% discount if you buy tickets through it for the first time, so I did.
The money (£22.50) was instantly taken from my Revolut card.
I then got a message saying “Thank you for the purchase, go to the tickets page.”
But when I clicked the tickets page, nothing. No tickets.
I also checked my emails, still nothing.

I panicked and contacted customer service:

First, they told me the payment “didn’t go through” and that the money would be reverted back in 48 hours. As the payment resulted “pending” on the Revolut app, I believed them.
48 hours later, instead of being reverted back, the payment went from pending to completed.
I contacted them again, and now the story changed: apparently it takes 5–7 days to get a refund.

If the payment “didn’t go through,” why was the money taken in the first place? And why are they now talking about a refund if, supposedly, they never received the money?

Clearly, they did take it as my bank confirmed the payment was completed to the merchant.

So the reality is:
-They took my money.
-They didn’t give me a ticket.
-Their app is unreliable, and they even admitted they know it “needs fixing.”

Save yourself the headache.
Do NOT trust this app with your money.

I have now raised a dispute through my Revolut app, and I am hoping the screenshots of my chats with customer service will be enough to get my money back.
For some people, £22 is a lot of money, it’s not fair to play with people’s money like this.

I booked the Heathrow Express online, which was fairly straight forward. I chose the Heathrow Express over the Elizabeth line due to luggage space, as we were carrying 3 large suitcases, and I had read that the Heathrow Express had dedicated luggage space. I also used the Family & Friends Railcard for a discount, which made the price comparable to the Elizabeth line. When we arrived at Paddington Station, we followed the signs on the floor which led us to the Heathrow Express platform. We needed to wait for the train to arrive before the gates opened. Once on the train, the journey was smooth, and we arrived on-time. Overall, the experience was what I had expected.

It’s slightly faster than Elizabeth line but it’s twice the price

I cancelled a booking, but they wouldn't refund me. Firstly their own IT systems (perhaps they don't have any?) should have shown them that they had missed the refund. Then I sent them the required bank statement covering the 10 working days after the trip, to show that the refund hadn't come through. Now I have just sent them the subsequent month's bank statement to show them that the refund STILL hadn't come through. Can you imagine, I have to send them my FULL bank statements (such a gross invasion of privacy) because their systems can't track / match inflows and outflows ... I warned them that if they carried on like that I would write a lousy review AND stop using Heathrow Express. So what a result Heathrow Express, well done:
1. I will get the £25 that they owe me that I should have already gotten 5 weeks ago
2. They will lose a frequent flyer customer (to the Elizabeth Line)
3. They have received yet another very poor Trustpilot review [1.3 average score currently!]
4. And they have wasted so much of my time!

How silly can a company be ...

Rude obnoxious staff who are not helping customers at Paddington through the barriers.

Outrageous costs on the day and the monopoly should be stripped from the provider

Promised a bus at 4:15 AM - had to go to the airport from Bath, UK. None arrived and to keep from missing our plane we had to take an Uber for 240 pounds - about 280 US dollars. SUX!

Shockingly poor reliability. App schedule not updated in a timely manner and service is ALWAYS disrupted. Used to be a great, quick and efficient service. No idea what happened but owners and operators should be ashamed of themselves. Never using again.

Why do they have to be so rude? Wonderful service when it runs on schedule and when you don't need to ask anyone anything. It's so hard to justify using Heathrow Express over Elizabeth Line when it's barely faster, way more expensive and the staff leaves you with a bitter taste in your mouth.

Honestly I use this service regularly to get to work but sadly I will no longer be using the service. The staff members who sell the tickets are always so rude, unhelpful and very lazy. I asked them a question and they just shrug you off and walk away or just ignore you very disappointed 😞 please train your staff this is an expensive service and not worth it!

I was very disappointed with the service response to my query. I bought a travel ticket with Heathrow Express from Paddington Station to Heathrow Airport Terminal 5 on the 9th of April and return on the 13th of April 2025.
My first trip from London to Paddington was fine; but I was returning there is no train, I was told pick the Piccadilly line.

I requested for a refund of my return ticket I was told they could not refund due the time.First when buying the ticket there was no time that shows there will no train from this to this time when not very happy. Customers should note this situation for any surprise from Heathrow Express.

Ver bad services

when booking my ticket via their app. Happens quite easily. Unfortunately, even though I requested a refund or credit within 1 hr they refused. Not what I would expect from a company that values customer loyalty. Their policy is more important than their customer's happiness

I genuinely felt i had inputted the correct info but the incorrect date was generated in my ticket - since it was an advance discounted ticket the customer service team did not want to even discuss - I did not want a refund just to travel the next day - will tell my story to all that will listen and the Elizabeth line now for me!

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.