We collate all the best reviews from around the Internet so you can view them in one place
Review by Johnnie Deb11 months ago
I don't mind getting vouchers for advance tickets which I was unable to use owing to BA cancellations during Covid-19, but there is no guidance how one is supposed to use these. I followed instructions to apply online, then was told I had to use the telephone booking, which I tried today to be told I should wait until nearer the time of trip. Shall see how this works, but if I am then told I should have booked 90 days in advance to get the cheapest ticket, I shall not be best pleased. It's the same with British Airways: why cannot they issue a voucher or promotion code to be used on the App? These days who would normally book by telephone?
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Review by des71 year ago
They took our money without providing the service. Due to covid19, we all know the situation, yet they won't refund for the unused tickets. From their automatic answer, they tell us to call them in UK, knowing that we live in another continent, can't call them. They offered a voucher, knowing that we can't use. I emailed a couple times, through facebook and contact form explaining it, they never responded. They took the money, literally.
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Review by Louise Clark1 year ago
One star is a star too many. Obstructive, ignorant, rude and greedy are just some of the words that spring to mind for this operator. It’s more about the principle than the money for me, we have had nothing but good will and complete, hassle free refunds on all of the other elements of our trip to New Zealand but Heathrow Express are a law unto themselves. I hope they treat their staff with more respect than they treat their customers. 😡🤬💩
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Review by Kiss My Ass1 year ago
If I could give less than 1 star I would. The greedy turds here refuse to issue refunds for travel cancellations due to covid19. You are greedy effing a hole pigs.
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Review by Dee1 year ago
Heathrow express will not provide a refund for being unable to travel due to Covid 19. Other transport systems providing refunds including train companies. Shame on you Heathrow express. I wont be using your service in the future.
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Review by Fedup1 year ago
Tried to get a refund on an advance ticket but apparently it's no refund just vouchers. Staff who was very rude told me I had no other option despite Covid-19 regulations in London. Truly inconsiderate company. I just want my money back.
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Review by Paolo1 year ago
Thank you very much to issue a credit note to use on the next 12 months on tickets not refundable etc. Hopefully in 12 months time we will be able to travel again; the gesture was kind regardless as your operator.
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Review by Julie1 year ago
In the current covid-19 situation, Heathrow Express are still encouraging us to travel to the airport as they're not willing to refund our tickets. I had booked three upcoming Heathrow Express journeys so the voucher they suggest is of no interest to me. I was a good customer but I will never ever travel with them anymore! Heathrow Express you will be losing lots of customers.
If I could give 0 out of 5 I definitely would!
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Review by Joseph Redford1 year ago
Tried to get a refund for this after I couldn't travel because of the Coronavirus epidemic. They are being obstructive every step of the way. Icing on the cake was yesterday when the customer service representative said I couldn't change my ticket as it was more than 6 months away, yet the guarantee is for three months away, I am scheduled to travel tomorrow.
The sooner the government strips them of their franchise the better.
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Review by Tiago1 year ago
Expensive, usually late in my experiences, false arrival times, far from 15min from the airport terminal, false advertisement
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Review by John H1 year ago
Delays, delats, delays.
I get this train about six times per year.
Always trundles in.
£25 for something that is always late.
I am about to miss q pre booked train from Euston because this 15 minute journey is now up to 35 minutes. Still not arrived.
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Review by Marina Jacquemin1 year ago
If there was 0 star that would be my choice. They changed the app this year and since the change, it has been a nightmare. Downloading impossible, tickets not in chronological order etc. If you send a complaint email you get an automated reply that there will be no response and if you ask ‘staff’ on the trains or at Heathrow or Paddington they say they only ensure safety. No help? Who is behind this non sense ??!
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Review by Ilan Haim1 year ago
Total rip off and mired by delays. Sellers are misleading and do not give right info
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Review by Peter Lyons1 year ago
Was going to use this service on Nov 30th.
Arrived at Term 2 from USA. I found one lot of leaflets and NO ONE around to ask for information that would help. When i tried the web page and app it mysteriously wouldnt give an accurate fare other than a prohibitively expensive option.
A disgrace to all. Welcome to Britain ... Lets bend you over and screw you with bad and overpriced service!!-$
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Review by Joshua Chandler1 year ago
far to expensive to justify the ticket price and the 10 min max journey time the tube and national express is by far cheaper but may take longer but still cheaper used this once but never again no justification in the price should review these ticket prices and make them more cheaper then maybe the trains may get more custom beings the train i was on only had a max of 10 people
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Review by Thomas S1 year ago
Too expensive
Please cut down your fares
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Review by Jonathan1 year ago
So what do you get for the world's most expensive mile per mile expensive railway in the world? Firstly you have to listen to loud advertising throughout the full trip. Secondly if your train is delayed, which is oftenly is, there's no option to get a refund on that massive price. If you try and buy a ticket through the machine at Paddington, you may stand there for a while as it doesn't ask you for a pin unless you bend down and check the little screen next to where you've inserted the card. Roll on cross rail which hopefully will put this bunch of cowboys out of business. In the meantime, Heathrow has a rail service that is in a par with its status as Europe's worst Airport. Avoid if you possible can.
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Review by Harry Burgoyne1 year ago
The app is shockingly BAAD! It does not operate properly, is not intuitive and might be the worst public transport app I've ever had the misfortune to try too use!!! Absolutely dreadfu
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Review by Malcolm Grant1 year ago
The app is shockingly bad. Totally non-functioning today. Where is the board of directors? Do they pay any attention to this or other aspects of customer service?
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Review by Stephen dalton1 year ago
Despite Heathrow express is one of the worlds most expensive train rides it’s not without its faults .
1 . Don’t expect punctuality , frequent delays , but most frustrating is when train leaves early to suit the driver. Yes this train frequently leaves one or two minutes early. It’s extraordinarily unprofessional that train departs to suit driver not passengers .
2. Trains are old - well worn , poor ventilation and often just dirty .
3. Unfortunately as with any monopoly it’s wide open to abuse , this is exactly what the Heathrow operator does, do not expect any response to written complaints.
I would recommend Heathrow Express operator to experience the Stockholm Airport express so they learn how to operate trains .
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Review by Oonagh Sheridan1 year ago
it is good for one person to get to heathrow
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Review by william murray1 year ago
Stuck on a Heathrow Express train AGAIN.
Journey well over half an hour plus waiting 20 minutes at Heathrow...it's really not worth it. Add to that the annoying and ridiculous 'Do not board the train..Stay on the platform'...at Heathrow.
I will stick to the Piccadilly Line in future.
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Review by Bastian Graf1 year ago
Honestly...its the weekend and the train aren't running - you have to be kidding me! No alternate solutions offered!! Instead of 15 min ride it takes you 90 min to get into London. Do your track work during night time when the airport is closed!!! Unbelievable
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Review by Danny Lee1 year ago
Heathrow App down while they upgrade, website doesn't work on iPad or iPhone (couldn't enter my address nor would it respond to my log-in details) finally got tickets via my PC. Got to Paddington only to find a 4 coach train waiting at peak time, horrendous queues at the ticket office owing to electronic ticketing difficulties. Train horribly overcrowded, standing room all taken in the vestibules and isles. Advertised 15 minute journey duration to Terminal 123 took 22 minutes. the only reason I gave this 1 star was because it left Paddington on time.
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Review by Diego Donati1 year ago
Excellent train service that connects you to London Paddington and back in no time. Perfect
