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...

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.