Heathrow Express Reviews

HeathrowExpress is terrible. It’s cumbersome, doesn’t work all the time, sends error messages, refuses passwords it has just confirmed, and requires passwords that are so convoluted that you can’t remember them. It seems like you really don’t want your customers to actually use HeathrowExpress . What gives?

I recently downloaded HeathrowExpress in order to purchase tickets for travel the following day. Not being familiar with HeathrowExpress I did not realize I had purchased 2 tickets for travel in the wrong direction until too late. HeathrowExpress does not permit any type of change to the ticket only the opportunity to apply for a refund. I was refused a refund because of the ticket type. This apparently means I had wasted £30 and would need to spend a further £30 to get the correct tickets, making £60 for a 15 minute train trip! In this day and age with sophisticated electronic purchases it seems ridiculous that a simple change of direction cannot be achieved via an app.

HeathrowExpress has two major flaws:
- It logs you out after each use. Why? This is pointless.
- Open return tickets disappear after first use, before you have a chance to use the return portion. They are only visible in the “Past” tab, as if they’re expired. They’re not—they’re still valid. But you can’t load them in HeathrowExpress . To use your return ticket , you have to find your confirmation email and download the PDF.

Why create an app that only lets you use half your ticket?

HeathrowExpress sometimes doesn’t work. It says you are offline when you are not (like right now, as I am obviously able to post this review). It says there are no tickets available when there are 20 people lined up to sell you tickets as soon as you step off the plane. It sometimes doesn’t recognize that you are logged in to your account, instead extolling the benefits of having an account. And so forth. Up your game, guys!

As per other reviews, one cannot pay via HeathrowExpress, either using Apple Pay or by manually inputting credit card. Extremely frustrating, time-wasting and poor. A basic function of a purchase app is to allow payments!!!!

Could actually be the worst commercial app if all time. If you purchase you have to then login to view the tickets you just purchased. Not straightforward if you’re on the go and don’t remember your Heathrow Express password off the top of your head! You can download them from your email but downloading just stores them in some random place on your phone that’s not immediately retrievable. You can get them added to your wallet if you know the secret that it’s the white text word to click on rather than the download banner itself. And then in the wallet you need to know to look for the National rail logo rather than a Heathrow Express logo.

Incompetently delivered app. And then the staff at Paddington are completely unhelpful.

Staggering. You guys should be ashamed but you probably just don’t care.

Ive tried multiple cards multiple times. All of them work elsewhere but not here! ApplePay use ends in an error reading. Credit card one ends in an error reading. Credit card two ends in an error reading. Debit card one ends in an error reading. HeathrowExpress is ridiculous and a waste of time and don’t try their complaint process, it doesn’t work either.

Tried to use Apple Pay and didn’t work with multiple cards and then tried to manually enter credit card details and still failed. Super frustrating and now will have to buy tickets at the station and pay extra

Most people are using HeathrowExpress to get onto a train, so when you force an update when trying to get ticket information it most likely causes your customers to miss a train. Not helpful at all.

Using PayPal account is not working. I kept getting some error messages that did not make sense. Asking me to check a box when there was nothing to select.

Had to try three different payments before one would go through. Kept getting “fare is invalid” or “fare has expired” messages and had to start again.

Overall I love HeathrowExpress, but recently purchased tickets and I get an error message when trying to transfer to my Apple Wallet. It says “no data supplied” each time I click on Add to wallet. I tried the customer form on the website, but it would never submit.

I’ve found HeathrowExpress to work well most of the time. My issue is that it will only recognize one Railcard. I have two: Senior and Two Together. It would be great if it would recognize both.

And the programing related to ticket pricing shouldn’t be an issue. If I’m only buying one ticket, the Senior Railcard would apply. If I’m buying two tickets, the Two Together Railcard would apply.

I travel from the states to LHR frequently. HeathrowExpress is easy to use and you can buy the tickets ahead of time and charge it to your credit card. Receipt goes to email and you can get it easily for expense reports.

The pass works just like electronic airline boarding passes. Arriving at LHR just scan it at the gates to heathrow express.

Much easier than fumbling with your credit card for a paper ticket. The time saved might save you from having to wait for the next train.

I came from an overnight flight from the US. While I had HeathrowExpress on my phone before I left, there was a Heathrow Express agent at the end of the corridor when I got off the flight and she answered a few questions for me and even saved me some money by having me get a round trip ticket. Then, I was off for my adventure! Thank you for it being so straightforward!!

Never used an app like this before. Easy to use, purchased tickets. Email client saw messages as potential spam, but easy to mark as not spam.

HeathrowExpress is so easy to use.
The feature which provides a discount is valuable when purchasing your tickets within the timeframe allotted.

It logs out every time. Requires complex login while your train is leaving. I get security, but there are several changes long overdue to support customer experience. Remember device, add face recognition, stay logged in, integrate with LastPass. Anything…

HeathrowExpress is easy to navigate and has info buttons that provide all the right details to compare options. Basically, it makes it one less thing to worry about.

Easy, fast, comfortable transport from Heathrow Airport to Paddington station. Have used it several times and it’s my go to transportation for London.