Heathrow Express Reviews 

We’re stuck for more than 15 minutes in your EXPRESS service with the driver announcing a light excuse of a trespasser or something! In the meantime several trains are crossing from both sides speeding! YIU SHOULD REFUND AT LEAST! We paid £42 to go EXPRESS you know

We turned up at Paddington and decided last minute to get the Heathrow Express. An amazing staff member called Upkar helped us get a cheaper ticket. He issued it there and then (Instead of the machine) and even told us which was the best carriage to access terminal 5. Made our journey so much better

Avoid it. It is sold as express but takes almost 1 hr to Paddington as it always have problems to go through.

This would be no stars if it were possible. If you charge a premium price then provide a premium service. They really need to look at the dictionary definition of ‘express’ as this is definitely not

Due to change of travel plans, I was unable to use the return portion of the ticket

Although their website says a refund will be made for unused tickets after filling out a form, etc, that is the end of the matter. No refund, never a reply from them.. Buy one way only, or better still use another service.

Due to a Driver having not turned up for an Elizabeth Line Train to Heathrow Terminal 5, I was forced to take a Elizabeth Line Train to Terminal 4 or I would have had to wait 15 minutes at Paddington.
Once I boarded the Train and set off, I checked on the connection time at Terminal 2 and 3 and as luck would have it, I had a matter of less than 5 minutes to wait. Once I boarded the Heathrow Express to get from Terminals 2 and 3 for the 5 minute journey to Terminal 5, I was met with the most grumpiest, rudest Member of the Heathrow Express Team that you could ever imagine. She would rather have People (including me), stand in the Carriage further down the Train, than have them seated comfortably seated for the 5 minute journey. The Business Class Carriage was totally EMPTY and we were jammed like the Sardines in the next Carriage down. I have written to Customer Services and they are trying to fobb me off with all kinds of GDPR, nonsense emails and am so fed up with Heathrow Express Customer Services that I have decided to air my views on here. My advice for what it is worth for, is use the Elizabeth line as often it misses out on numerous Stations and does Paddington to Heathrow Terminal 5 in 26 minutes and costs far less than Heathrow Express which runs with old Rolling Stock, painted up to look good and they charge a fortune. Now that Customer Services have fobbed me off, I hope that the Management Team will read this because a 66 year old Man should not be forced to stand due to lack of seating available, irrespective 5 minute journey or not. This Member of Staff needs to be given a written warning for gross misconduct and not allowing a person in his senior years to sit comfortably. I shall also escalate this to the Railway Ombudsman for their take on this .
HEATHROW EXPRESS HOLD YOUR HEADS IN SHAME

So slow and often delayed. As a business traveller I expect to be at the airport or city within the marketed time. I see an Elizabeth line passing this train today. And it was delayed on the track last week as well. This is ridiculously poor quality. With all the strikes, begs the question whether London transport companies should assess the quality of their staff. Lots of good people looking for work who can probably make the service reliability better.

My wife ,and I tried this thinking it would be cheaper than a taxi to our family in North London. The train was fine but getting luggage on and off wasn't easy. Then, at Paddington we had to haul luggage up a large stair. The London train tube system is great but again, luggage was a real problem. Some stations have escalators but some don't, sometimes requiring climbing the equivalent of 3 flights of stairs. Usually a taxi/UBER takes an hour to get us from North London to Heathrow and the cost is 60 pounds plus tip. The Heathrow express and tube train took almost 2 hours and cost us a little less than $40 each for a total price of $80 or 65 pounds. Bottom line, unless you have a small amount of luggage don't even consider the Heathrow Express and it is cheaper and faster to take a taxi/cab anyway.

I’d avoid this service it’s not express at all and the staff should be automated - completely no point keeping them employed as their attitude stinks, the are rude, their information is factually incorrect and when this is pointed out they just lie some more.

I made a terrible mistake buying a carnet of 12 tickets for Heathrow Express via their app. Absolutely horrible app to use. This is what you'll get:
1. The app logs you out after I don't know how long, so best to be prepared to log in or download your tickets to your wallet before you need to use your tickets.
2. When you purchase 12 tickets and look at 'Tickets' in the app, you'll see 12 beautiful purple images. Unfortunately, none of them show you the ticket's reference number. Noooo... you'll have to click on each ticket to read the QR code or download the ticket to your wallet.
3. Then when you are finished reading that first ticket, you'll need to go back to 12 beautiful tickets, where the page makes you scroll right from ticket one and count to the ticket you want.
4. By the time you get to ticket 3 to download it, you'll be starting to get square eyes.
5. Thereafter, keeping scrolling (from ticket one), counting, downloading for every single ticket till you reach 12 (if you've not got to Heathrow by that time).
And if you forget what the last number was, oops... you might then backtrack, go back to the last ticket you think you picked and downloaded, and hope that you're right. Otherwise, start the process all over again.
6. And if you use a ticket from your wallet... you'd better remember which reference it was. Because all good and used tickets will continue to stay in your wallet. There is no marking to tell you which of your wallet tickets have been used.
7. But there is hope - you can go back to your row of 12 tickets, click on every individual ticket, to find out if the ticket was used (it will be greyed out). You just won't be able to find out when you'd used it. So if you think you've used one ticket to swipe in and another to swipe out (because the same ticket somehow doesn't work work when you are trying to swipe out)... the only way you may find out is if you can log in from a laptop/PC (not your phone) - coz there's no information captured in your app or wallet tickets.
7. And if you're like me, unable to download all 12 at one sitting, and no time to make a note of which reference numbers you've used... you'll have a fun time trying to figure out which one you've used, which one you've not downloaded...
8. Good luck trying to ask the staff at the barriers. If the ticket you think you used to swipe in doesn't work, they don't want to know. You'll need to use another ticket to swipe out to get out of the barriers...

In short, if you want to waste your time scrolling, checking, downloading, using one ticket to tap in and another one to tap out by mistake, getting confused, frustrated, annoyed, then use this app.

To add to the stupidity of it all, there isn't a single portal/app for users to access all the relevant data about their tickets.
1. App's purple tickets tell you don't tell you reference number or if it's used, you'll need to click in to the next page where you get your QR codes.
2. Wallet tickets tell you QR reference number, but not if it's used (only if it's past the ticket expiry date)
3. Website tells you date that the ticket was used or 'assumed used' but not QR reference number.

Absolutely bonkers.

With more strikes set to take place on the 4th Oct, my family are now having to come pick me up from Heathrow as my flight lands after the last express train departs.

Apply for refund

You would think that H’Ex customer service would be apologetic for the disruption to service, HELL NO!

Before i can have my refund, I have to provide everthing but my underwear size and nearly an apology to them for requesting said refund.

The clue is in the title ‘CUSTOMER SERVICE’ - not ‘LACK OF CUSTOMER SERVICE’ - I didnt ask for the strikes to happen, I just want to get home

Appreciate the experience so i can write this review and thank you for absolutely nothing - TERRIBLE SERVICE!

Excellent service! Used this to get from Heathrow into Paddington. Was a very peaceful journey no issues. And was super quick too!!!

This is the worst line for delays. Heading from Acton to Heathrow and they delayed me 1 hour but didn’t tell us this initially just kept cancelling the trains when they were due. My friend got to Heathrow though straight through from Paddington. Passed us by. Absolute disgraceful service. Had to get an Uber in the end. Oh my God how are we going to get a green London

Bought tickets at the airport. I ask the lady what the price is for one ticket. She said $37 each. I thought that was a bit expensive but we (my daughter and i) were very tired. So i said yes.
So so dumb, she charged me for 4X 37.48. Little did i know 😥 in 10 minutes we were in Paddington.

Thank you for my first experience in London! We felt so welcome!
You guy's should be so ashamed to scam the people. We hope that karma comes around and hits you in the face, with a chair!💺
Horrible people 🤢🤑

I commute on this train and sadly I have developed a habit of checking every morning in the app if the train is actually running today. It just happens way too often that for whatever reason, there is reduced service / no service. And in the lucky event of the train actually running, it's another gamble each time if the train will actually arrive on time - from my experience, I would say every third train that I take arrives late. It's not that they depart late, but on the way the train slows down with the result of it arriving late. Quite painful.

Due to the strike that took place in May we were unable to travel so I sent an email requesting a refund as they were unable to provide me with the service I paid for. It takes up to 20 working days as they state. It's now end of July and after several emails back and forth I've been told on 13th June the following:
"Dear Miss Johnson,

Thank you for your email.

The email my colleague sent previously advised that your payment request had been sent to our payments team, not that your refund had been processed. Normally they aim to process the refund within 20 working days of receiving your request however due to the current backlog it may take a little longer.

I appreciate that this is frustrating for you, however as previously advised your case has been escalated to our payments and please be assured we will be back in touch as soon as we have further information for you.

Kind regards.

Dan Payne
Customer Relations Team
Heathrow Express"

As you can imagine I've not heard back from anyone nor received my refund and it is now 25th July. I have sent another email where I've started that this is theft and that they are scammers. Quick to take your money, but they don't want to refund you when they cannot provide a service. I'll await their response.

£25 to wait 23 min for a train. Absolutely scandalous

The trains are clean and they run on time. It's the fastest way to get to Heathrow.

Should be zero. Due to rail strike action I am unable to get to London on the day I have booked tickets. Heathrow Express say, that’s too bad and they will keep the money and not allow me to travel the day before. After years of terrible service, awful staff interactions and paying for services I have not been able to use-I am finally going to boycott the service. I have had enough. I would rather pay for a driver than put up with it anymore. The rail companies need breaking up like the mining unions were.
UPDATE 30/6/23: I have successfully got a few of my old City friends and their firms to stop using the Heathrow Express. Do the same and maybe they will improve their Customer Service!

Absolutely lazy on platform staff and exceptionally rude driver - on arrival to the platform where a train is stationery and after passing the idol platform staff member - the driver shouts - “get behind the blue line, the train isn’t ready for boarding”

Thank goodness for the Elizabeth Line. If you are travelling into London - do not book Heathrow Express! The Elizabeth line is cheaper and provides a better service!