The Heathrow express? We used it on our recent trip to London because although it’s expensive if you buy tickets “on the spot”, the value is OK if you buy advance tickets on-line (as we did) and your accommodation is within a reasonable taxi ride from Paddington. However, as I have mentioned, it didn’t work very well for us as we were leaving London.
The Heathrow Express claim must be submitted on-line, but in its favour is that no attachments are needed – you merely quote the ticket number from the print out. In due course, I received an email stating my claim had been rejected because our train was “only” 12 minutes late. Of course, this isn’t what happened. I replied asking that the matter be reconsidered, and setting out details about what occurred. And in due course, another email arrived, stating that our fares would be refunded in full!
But there was a catch! I had to ring a British phone number to tell them the account into which the refund should be paid. Oh well, I wondered about trying to avoid this, but in the end, since I’ve got a substantial rolled over credit on my mobile, I decided I’d use some of it up. To my pleasant surprise, there was no queue, and as soon as I gave the “reference number”, the operator knew I had a credit waiting to be collected. I gave details of my card and it was all “done” very quickly.
Just for the record, of course exchange rates have moved since I originally paid for the fares, so the credit I received was about $1.30 less than the cost I’d initially paid. On top of this was the expense of the phone call. But I’m not really complaining (although life would have been better if the train had been on time).