Heathrow Express Reviews 

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

Their trains are a total ripoff, clearly designed to take advantage of unsuspecting tourists thinking it’s the only option to get into London. It is shameful that visitors to the UK will have a negative first impression of the country by being completely ripped off. Do not use their trains, take the Elizabeth Line instead for a fraction of the price and it will also take you further than just Paddington.

I sat on a train for 40 minutes with no hint of when the train would move. The whole fraud od the Heathrow Express is mendacity at its greatest. Please look for an alternative. It's dirty, crowded and unreliable

40-minute delay - had to rush through the airport. No warning despite all other trains and the Elizabeth line stating delays.

They said you can get a refund online - this was near impossibly complicated, I eventually figured out how to do it and they said that I was outside the 30 period. Nice one!

Cancelled Train followed by a late train. Very unreliable, not worth the money, just get the tube.

First time using this, never ever ever again. Run by totally incompetent clowns.

Train canceled AGAIN. They charge over the head and don't maintain lines. Garbage service, just use the underground instead.

If you get to the platform at Heathrow terminals 2&3 and the train is in the station and the guard is calling Paddington, then the passengers tend to get on that train and so did I. There wasn’t time to find out if it was Elizabeth Line or the Heathrow Express. It was only when I got to the platform gate at Paddington that I found I couldn’t exit with my ticket (Castle Cary to Heathrow via Paddington). The ticket master told me I would have to go back to Heathrow! As I didn’t want to miss my train to Castle Cary I chose to pay £9 just to exit the platform. Why can’t there be a simpler way? Foreigners must find this very perplexing