Heathrow Express

This app doesn’t work. Hangs and is full of bugs. Even the timetable function doesn’t work. Truly dreadful.

Weder lassen sich in der App gebuchte Tickets abrufen noch einfach in Wallet übertragen. Schlicht Zeitverschwendung. Habe selten so eine unbrauchbare App erlebt.

I wanted to use the app today coming into heathrow but I couldn’t log in. I tried resetting my password but requested maybe 10 times and I received no email at all. Ended up having to use the machine and miss out on the discount. Mmm...

Could you link Heathrow Express with Concur Travel Expense Management (same as Uber did in their app)?

Bad

Which mostly defeats the main purpose of the app ... using tickets on the Heathrow Express.

Make sure that you buy tickets when you have a stable WLAN connection only. I tried to buy a ticket using this App on the HEX train using the on-board WLAN. The last step of the ticket purchase ended with an error message and no ticket was show in the app. I realised only later that my credit card has been debited nevertheless. The company refunds the ticket but you have to go through the hassle of claiming the funds back.

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.