Heathrow Express

By far the best possible service end-to-end.

Easy to use and practical. Very nice to be able to buy the tickets in advance.

Poor updates

Finding out at the end of the process that adding a tube ticket means my ticket now needs to be collected at a booth or machine = very poor UX. You should give passengers the choice *ahead of time* by informing us that adding a tube ticket will involve an extra stage - finding machine, queueing, keeping the ref number handy - in the process. All tickets should be downloadable straight to the phone wallet, and if you can’t do that you should say so before purchase.

Terrible system which always breaks

Over the last six months, I’ve taken at least 10 open return journeys using the Heathrow Express, and not one of those times did the QR code work on my return. No matter if I return one day or 10 days later, the app somehow invalidates the return QR code. This happens both in the app and the wallet QR code.

Could not buy tickets on this app as it did not recognise UK post code of the billing address. Actually, two different UK postcodes not recognised. Maybe this app is for people from the US? Could then not add tickets bought from website to my wallet. Tried creating account but my email address not recognised as an email. Now I’m dealing with a pdf on my mobile. Is that really the best you can do? Complete rubbish.

I bought a ticket three hours ago, but the trains aren’t running. I’ve paid for express and I’m getting stopping with multiple changes. Lies, lies, lies.

Everytime i purchase a ticket it never shows up in my app and just says invalid response format. Luckily i get the email with them too so i just use that

I've registered my Heathrow rewards card number and made my bookings with this app more than 15 times during the past two years but NEVER EVER got a single point! On the app it says the points will be added to my card and I double-checked the card numbers over and over again, but couldn't find any clue to sort it out. Where on earth my points disappeared??? Plus, login is required every time I open the app and it doesn't remember my email address and password so I have to type in each time. You know how irritating it is when you arrive at the ticket gate in hurry and only find you have to type every single letter to access to your account to purchase the ticket! The only thing I can appreciate is the tickets come as a QR cord and easy to use; otherwise, rubbish.