Heathrow Express

Is it because I’m a US citizen?

Won’t send verification code and demanding. I updated an address that is already updated and it won’t let me go forward. This is a new problem for 2025.

The app doesn’t show my tickets.

Most people are using this app 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.

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…

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.

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.

This app works fine to buy Heathrow Express tickets, and to use them - but it’s surprisingly old fashioned with some of the hurdles it makes me jump through: requiring me to enter my username and password nearly every time I reopen the app, no faceID, and redirection to a webpage to see train schedules. I still use the app as it works to buy tickets in bulk and add them to my wallet - but it’s a but clunky, and has opportunity to become easier to use.

Promised a 10% discount on your first purchase in the app and it did not take off the 10% . False advertising! Would not waste my time.

This app 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 the app. 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?