Heathrow Express Avis 

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!

Tried to claim a refund due to their strike action (due to no fault of my own) and received pushback, terrible customer service. Use the Elizabeth line instead.

The one thing that used to be good about the Heathrow Express is that when things went wrong, they'd refund you swiftly.
Since about six months ago this is no longer the case - refunds take forever to arrive, if they arrive at all.
Given how unreliable the service has become this is a final kick in the teeth for an extremely expensive service.

We were in a hurry to get to the airport and at the cue for the machines at Paddington Station a Heathrow Express employee told us that he could do our tickets from his portable machines.
He charged us £37 for a return and £25 for a single to the airport.
These are obscene prices for 20 mins journey, and completely different to what they advertise online.
Don’t use this service, it is one of the UK’s many legal scams.

There once was a train called H’ Express,
Alas, caused now’t but distress.
With delays and high fares,
And uncomfortable chairs,
‘Tis a ride that commuters detest.

Tickets are very expensive. This is a money grab to rip off unsuspecting tourists. I recommend avoiding and taking the Elizabeth line instead.

Do not buy a ticket on this service at the kiosks. The kiosk attendant made me put the transaction through twice despite me saying I have already been charged. I was charged twice and then given 2 tickets and told they can not help me or process a refund and just given a card with their website details. I was then travelling for a month and told that I can not get a refund after 30 days despite it being the incompetence of the staff or the machine not working and no fault of mine.

Use the Elizabeth line. Don't bother with this money grubbing company. I'm out 25 quid in this economy due to their poor business practices and lack of staff training.

This is a a great service with a useful App. However if you buy tickets at the ticket machine in Paddington Station. It can be a challenging task if you’re over 1 meter tall. The ergonomics of the game played here suit a 4 year old. I’m pretty certain that is not their target market

Considerong the extoritionate price of the ti kets its really not worth it. They advertise 15mins to LHR, but that is so inaccurate, even more so when you go to T5, which most ba flights depart from these days - that turns into 25mins. And in this day in particular there was an issue w an elizabeth line train, so we're being held and now my trip took 35mins. Could've taken a taxi and got there quicker and cheaper. Absolutely unacceptable

Total s**t show. Arrived at Heathrow, the Heathrow Express staff advised us to buy tickets to Paddington at the kiosk in the terminal. A 15 minute walk to the train station later confirmed the train station was closed and they were running no Express trains for the day. No refund on the spot. So applied via the website for a refund. Quick response saying it had been approved requesting bank account details. They suggested it will take 20 days to refund. Well over 2 months later still waiting! Emails not responded to, and eventually got to speak someone over the phone after about 40 days……..they admitted the transfer had not been actioned but promised it would that day. Still waiting………no sign of the money.

I lost my wallet on Heathrow express and was panicking when I found out I lost it and the supervisor Ranue searched for me for 30 minutes to give it to me.

Absolute tosh! 10 hour flight from Vegas, 3pm train and still waiting at 3.58! Continually told its delayed and then cancelled and then it will be here in 5 mins and just left hanging like
Lemons and the staff here make a scooby doo look intelligent.

Terminal 4 trains running every 30 mins is a joke. I stood and watched 3 trains pass me to terminal 5. I wonder why.
Happy to take £25 from me fir a very poor service

Rude staff. Rubbish app. Expensive.