Heathrow Express Avis 

Booked before 90 days to travel..for the cheaper fare...
Tickets appeared in app as outward leg Heathrow - Paddington and Return Paddington - Heathrow.. I live in London and want to travel to Heathrow first..!!
Customer Service not interested as a non refundable ticket and said I entered details wrong.. I Absolutely no mercy..
The websites defaults back to this setting as if your arriving from abroad.
This is a scam the company are well aware of.. Staff are just as rude, unhelpful and not interested..

Avoid this vile company...!!

I’ve traveled on this 3 times recently. Every single time it was running late by 15 minutes or more. Waste of time and money

AT PADDING HEATĤROW EXPRESS JUST NOW. B MAN BUGGY DRIVER REVERSED AND NOT LOOKING BACK, DYIVING FAST AND GAD TO TELL HIM TO STOP. HE SAID HE KNOW HOW TO DRIVE AND AWARE OF PEOPLE BEHIND HIS LONG BUGGY CAR. HE HASN'T GOT EYES ON THE BACK OF HIS HEAD. ARROGANT, FEISTY.

Excellent. Direct 15min fast train from Heathrow to London and back. Buy on the website in advance for only £10.

Never use the Heathrow Express if you are expecting a refund. They do not seem willing to refund you for a journey that you never even took. I filed a complaint about my refund after purchasing Heathrow Express tickets, but my flight was rescheduled to another day, so I didn’t use the tickets. I requested a refund because I bought them through the ticket machine. I have attached a picture of the ticket and even returned to Heathrow again so a staff member could write "void" on it.

It has been over 20 days since I first reached out, and I have called multiple times for updates. I find it unacceptable that a payment due in November has still not arrived and was expected in December, now it's January. They replied explaining I need to send more evidence what more evidence do they want? I am disappointed with the service I have received, and I still have not received my refund. They just do not want to give my money back with bad customer service I would not recommend.

I accidentally purchase tickets.Completely my fault. Trying to contact this awful company was challenging and when I got through to them the complete lack of flexibility was disappointing. I was happy to receive credit against this purchase for future travel but instead it was a one line email stating no. I travel a lot and I'll be taking the Elizabeth line from now on and recommending the same to all colleagues and friends.

They made me change trains twice in a row at Paddington. I was an hour later than planned at LHR. Good thing l do not trust UK transport and travel to airport with time to spare. 150 pounds Cardiff LHR one way . Terrible

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!