Heathrow Express

stupid app with no biometric login option, so you have to manually enter a password every time. like it's 2003

Be nice to see some app parity with iOS. Still no ability to add tickets to Google wallet. app always seems to log out just as you are about to get to the ticket barrier, such fun.

App is terrible to navigate (unless you want to buy a single from LHR to Paddington for today). Among other issues, it keeps defaulting to LHR-Paddington, whatever you do, which keeps catching me out; then you have to wait 2 days for a refund (why?)...

Should be £10 on tap on all day and all night £15 tops £25 is a rip off compared to other European country's where they earn more than the average Britt so no excuse, it actually works out cheaper for me and my wife if we book a Uber if we are both traveling by the time we add in tube . Also the option picking the direction is stupid is the same cost going or coming back, why not just buy trips one or two instead, I accidently booked the wrong direction going out coming in once a waste of money.

error message

Bought tickets for 3 people for Heathrow Express plus metro, spend over £90 and tickets were unavayo pock up at the mashine, Heayhrow Express employe wasn't able to colect them too he sold us new tickets.told us to wait 2 days and ask foe refund as refund option at the app wasn't avaliable at that time. e-form asking for ticket number and we don't have it as we couldn't colect this asnd refund was rejected. we paied twice! no cutomer service number nothing,.just silly e-form. Avoid !

Says my (perfectly valid!) e-mail is invalid when I try to set up an account.

EXCELLENT

App FAQs state you can use the Railcard (for discounts) if you book online but there's no menu option to do that when you try to book. Big time suck scouring how to.

Trains are not running and they can't be bothered to send me a notification or email even though I purchased a ticket. I can't recommend this company.

I have a valid email address but this app doesn't accept it...very frustrating

Decent app, good UI, reliable. Only downside is that you can only pay by PayPal or Credit Card.. not ideal if you're rushing for a train and then have to log in or enter card details etc! Please consider integrating Google Pay, especially since you can use Apple Pay on Heathrow Express' iOS app.

cannot open an account. It keeps coming up invalid email which is correct and several attempts have been made

works as a guest .. but when you try to sign up it says I need a valid email!!?? but my email is valid !!!!

Buyer beware. Designed to be counterintuitive to lure the user into buying the wrong refundable ticket. A really awful user experience.

Dreadful. Very misleading and ended up having to pay twice for return journey. Do not use app.

unable to add new amex in app as CVV is limited to 3 characters

Terrible app. Made a mistake with booking but they refused to refund even though I spoke to them within 5mins of booking. Wouldn't recommend to anyone

I joined to get a 10 percent discount - NO DISCOUNT GIVEN

It is awkward to select a return journey and not obvious one is selected, you can get to the end without a point of choice of the ticket type. You can't pay by android or apple. Also it didn't make it obvious you are not logged in so you get to pay and realise you don't have your details

Useless - cannot create an account (supposedly due to my email being invalid), cannot add tickets purchased on the website. No point having this app installed.

I scanned my ticket on Friday September 19th, to go on the Heathrow express to the airport. There was an emergency on the rail line and the train never showed up. we were advised to find other transportation to the airport after 40 minutes of waiting. As I am home in California now, I have to mail a letter asking for my 25 pounds to be returned. In this day, seems laborious and unnecessary when the entire issue could be handled electronically.

obviously a few bugs in this app, no matter what I do I can't create an account, app keeps erroring out with "default language too long"

would be useful to be able to add this to my wallet.

Nice and easy

Not clear as I am senior and there is no option for that. Badly designed page.

I tried over and over to buy tickets. The app kept closing/crashing every time right after I entered credit cards. I finally gave up (I cleared caches, you name it). I opened a link to their web version and bought the tickets there. Of note, you save a tremendous amount by booking WAY ahead.

Can't buy tickets on Pixel 9 Pro XL, because the tick icon when you change dates appears behind the battery meter at the top right of the screen.

On S25 Ultra when payment details entered the pay button is behind the home button have to use pen to confirm payment as only very small area of payment showing

excellent apple, easy to use, and a great train service

Heatrow Express marketing strategy is not honest, as discount was not applied for new costumers buying the ticket via app downloaded for the first time.

Worked OK at home on wifi. When at station on 5g it wouldn't connect saying offline. Other apps and a speed test proved otherwise. I downloaded the email instead on the same connection. Clearly bad programing!

very convenient.

worst app ever. It always shows offline. I can never register to create an account, nor to make a purchase of a ticket. Their website is the same, useless.

Even though I have 5G reception constantly claims I'm offline and I can't get access to tickets or purchase new ones. Not location specific.

App will not load timetable/service data or allow purchases on mobile signal. Only works on wifi. Running on a totally standard Pixel 7 so not a hardware issue. Obviously a fundamental problem in an e-commerce app. Been flagged before so don't know why it's not been fixed. How did this even get through testing?

stopped working on android. Completely unusable. Uninstalled and reinstalled with no change. Can't buy a ticket. Can't see purchased tickets. In all the screens it stalls.

Can be slow, won't always display tickets, quicker to buy a paper ticket tat the station. Needs to be quick and robust..

Keeps crashing!! Fix it dammit!!

Accidentally purchased tickets in wrong direction but they refuse to refund even tho every employee at the station says I should be able to.

The app ignores my payment details and I have to enter my card details every time. When entering the card details it defaults to US as the country. It seems that nobody told the developers that this is a Heathrow Express app.

Doesn't recognise my email address as a valid one to create an account. I was able to buy the ticket with my email address though, so more than happy to take money without allowing me to use the app

Easy to use different carnet tickets on the same leg: the app should prevent this. Timetable not updated for trains running late, ie all of them.

Disappointed there is no option to add my tickets to Google Wallet with all my other tickets I need during my holiday.

Was good, suddenly glitching and dumps all unused tickets into Inactive and no way to retrieve them on App. Not great when buying Carnet - needs fixing immediately.

Randomly forgets all information

absolutely useless app. no federation for login, no modern payment service integration (PayPal only, seriously!?!?), no ability to add payment methods outside a purchase workflow, no ability to properly integrate creation of Heathrow rewards... just absolutely 2010's implementation... deleted 10 minutes after installing.

Crashes every time you tell to pay with Amex

Filed both portions of my return ticket under "inactive" tickets after I had only completed one leg of the trip

Doesn't work. Amex Credit Card cannot be added as it only accepts a 3 digit CVV. App keeps crashing when I try to pay and just closes. Very poor experience

Why can't it access Google Pay saved cards or saved passwords?! And every update, it loses your saved details so if you're in a hurry, you're likely to miss your train

This has been a great app for booking when I fly to the UK. Hope to be back soon. Heathrow to Paddington and then to the Regent Park Marriott.

Good clear interface

Awful app. Won't take an email address that is registered to a non UK domain. No apple pay or Google pay support, can't save card unless you first buy a ticket.

convenient

easy and straight forward

takes too long to pay on the app, almost missed the train as it was asking for email and house address, why do they need that info? also doesn't allow card details to be inputted automatically

Works consistently, but didn't prevent me from buying a £25 ticket on a train that wasn't operating...

Not the service it used to be. No business first on many trains now....

Auto fill on forms doesn't work, a pain

so full of glitches and incorrect charges. diabolical

Fantastic service

Really needs Google Wallet support, instead you have to manually type card details everything in each time (or worse still save your credit card (not a good idea for IT security).

Tickets showing in web site but not the app

The app crashes all the time, refuses to show a timetable save for the current date, and fails to show one's ticket. Absolutely useless!

hopeless - lots of issues trying to pay for tickets

Terrible. Always logs itself out and now doesn't even show my tickets. What's the point. The app is archaic as the service itself.

fast, and easy to use.

PeaCE!+12+

I'm happy to use the app to pay my tickets

This app works and it beats standing in line

Purchase ticket failed with 4 different credit cards

Easy to install, navigate and use! Well done, Heathrow Express!

System would not accept cc.

Ever since the new update , I can't pay on the app. The app still glitches even though I redownloaded the app multiple times.

it is less than adequate. Payment is broken, you only find out that it does not work when you try to buy a ticket, always at the wrong moment. Also timeout is inconvenient for regular use, little benefit to full fare payers.

Always buggy and won't let me buy a ticket. Have missed countless trains because of this issue and been instructed to have to walk out of the way to a ticket office and stand in line to get a ticket which is ludicrous! For context I require a discounted ticket for work and no where but the app or a ticket office sell them.

Payment system doesn't work, tried 3 different cards. How difficult is it to have a payment system that works in 2023?

very buggy and unstable. ticket QR code provided in app does not work at station gates

Easy to use and saves time

Outdated. Time it allowed biometrics log-in

Doesn't work. Says change to a safer network and try again.

it's erratic and you can't get your refunds. no-one responds to mails.

Doesn't let me pay for tickets on app. Have to log into website every time. Disappointing as a frequent traveller.

Stick to the web version

A bit slow at times but good overall

Perfect way to paddington with luggage

Tickets never work properly. It just told me I used my tickets when I wasn't even in the country.

Puts my valid tickets in the used/passed tickets box and won't let me use them. I have to go and download them from booking email. Useless app and it never credits my Heathrow rewards points. Something isn't working.

Absymal. Utter Absymal. I have tickets, that cost the earth to buy then they don't work. I wish to make an official complaint because I have had to have arguments with train staff because they then insist if the App doesn't work find your email that you booked a month ago when you barely have any Internet connection in a metal fortress of a train station!

The QR codes that the app generates don't work at the gate (never) and the ticket actually disappears from the app after a certain amount of time so I cannot even retrieve the return ticket at the end of the day. Really this app needs a lot more work

App appears to work well (all I've done so far is buy a ticket in advance). Annoyed that the 10% off offer is only for a full price ticket (so not on a ticket that is discounted because you're buying it early).

Limited functionality I'm afraid. Good for booking and planning ahead but utterly useless when it comes to scanning the QR code. Also handy for latest updates

Bloody near impossible to get correct directions and dates. Needs big improvement. I now have 3 separate return tickets for the same journey. very poor!

My return ticket wasn't there in app, it stated that it had been used several days before (untrue), which led to WWIII with the attendant at the gate. Treat with caution because it doesn't work and their staff are unaware of the glitches.

Bought carnet 6, can't log in even with a new reset password...

Great if you enjoy wasting your time with "network error", "network error" "we're a gang of incompetent monkeys"

Cannot use any kind of discount codes eg railpass. Have deleted it shortly after downloading as without this feature it is useless.

In general quite good, however have had issues with current tickets not showing up in the app

Shaky graphics, unintuitive UI and now my return ticket is showing as being a past ticket and no bar code...

Okay. This app is crazy and super buggy. It has a very nice user interface; but what's the point when it's not working? I booked a ticket from Heathrow to Paddington station and I had to close and reopen the app several times to get the booking completed. When I try to find the return ticket, it doesn't show the ticket in active tickets. Luckily I got the good old emails and used that PDF as my return ticket. Be very careful. Have the tickets emailed to you without depending on the app.

App stopped working again. This is so basic and right when they're trying to compete with the Elizabeth line for business. Logged me out and when I log back in now it's saying bad credentials. Website is the same.

I've bought tickets, they don't show. App doesn't do the most basic of thing needed

This app along with the website itself is terrible, I made a new account so I could easily access my ticket but everytime I go to lot in it says incorrect credentials or bad credentials, I changed my password multiple times and still it says the same thing and does not let me log in! If I could rate this 0 stars then I would but unfortunately had to select a star, useless! 🙄

Tried to buy a single ticket over the app but it kept on stalling and retrieving a error message. Gave up, but later I was charged 3 times and received 3 tickets! I asked for 3 refunds on the 20th april for the unused tickets and simultaneously made a complaint and got reference numbers. 40 days passed by and still no reply. Tried to call over the phone but no answer.

App crashes after MasterCard verification: can't pay

This is a pretty good app. It does exactly what it's advertised to do. Honestly, I'm not so sure why so many people rated it poorly. Perhaps there are issues with older models of phone. I used it on a Pixel 6 and it worked flawlessly. I much prefer this to receiving my tickets via email and having to display the PDF when trying to board the train.

Dreadful to use. Even the onboard staff agreed. Better to buy tickets directly from the staff as this is worse than bad.

Can't log in, can't buy a ticket, can't retrieve purchased ticket.. not sure what the point of this app is..

Do not install this app. It is not even possible to view the timetable in-app. Buying a ticket as a guest works but then the ticket doesn't load in the app.

Always buggy. Tickets don't work, and today it's not letting me purchase one!

I would like two things from this app. The ability to purchase tickets and the ability to display tickets. It does neither. I also can't edit or delete a stored credit card. That is a compliance failure btw. Really poor.

BIG ISSUE when using as a guest. I bought a ticket and went back to the home screen in the app and my just bought ticket was gone. Had to show staff at the gate that I just had a transaction 5 minutes ago. Should not be the case, even when you use it as a guest.

I could not pay, each time I use the app, I am having a problem. Do they actually QA and monitor this app?

What an awful service the Heathrow Express is, rather than have a direct shuttle between terminals regularly moving like every other airport in the world has it sits around for 20 minutes, goes to one terminal then Paddington and back...... Heathrow just have one of the trains shuttling back and forth...... You set up a new terminal and made a complete mess of traveller connections

Mastercard payment auth not working properly. Can't buy online...