Heathrow Express

Very disappointed in the changes that have been made to this app. It now offers a clunky and inefficient purchase process whereas before it was very streamlined. What a shame!

Since the app was updated I can't use it anymore: application shuts down itself every time I try to open it. Very disappointing for a frequent user like me...

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.