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...

Why can’t you buy tickets for two at the same time in your app? /Stefan

It also appears to be out of sync with the actual time table on the platform. By several minutes. On the plus side, I can now actually log in. So I guess that’s a step up from one Star

Useless, impossible to buy a ticket without the app crashes and you then need to key in all info again, and again.... and again....

Useful to get a time table and see what ticket prices are. But app crashes every time I try to buy a ticket. I guess that was the original and well intended purpose. Sadly it doesn’t work.

Haven't been able to buy tickets through the app for months, only says try again later. Wouldn't recommend it even to Putin, that's how bad it is.

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.