CJB wrote:

Last weekend, actually on Sunday, the Underground Piccadilly Line was
closed between London and Heathrow. However the Heathrow Express was
supposed to be an alternative. Indeed throughout the Underground system
it was widely advertised that Zone 1-6 Travelcards WERE valid on the
Heathrow Express to/from Paddington.

HOWEVER after a day in London, and arriving at Paddington to travel
back to Heathrow, we saw numerous displays clearly stating that
Travelcards were NOT valid on the Heathrow Express. The scam was
extended in that the HEX ticket machines had no warning notices on them
for that day, and they were only dispensing full fare tickets at £14.
I personally warned at least two intending passengers from using these
and sent them to get Travelcards from the FGWL ticket office, thus
saving each person more than £7. Then I pretended I wanted to purchase
a ticket from the HEX ticket office and I was told it would cost £14
the same as the machines. I then mentioned the misleading signs to
three blue-uniformed HEX staff, who responded by walking off laughing;
not their problem.

Then we saw a HEX train arriving at Paddington and it was
unsurprisingly full. We wondered how many tourists, visitors to rip-off
Britain, had also been conned into paying for full fare tickets into
London? Probably most of them.

I assume you did a full survey and kindly distributed compensation
forms, or at least, told the passengers so?

So much for Travelcards being valid. So much for HEX / BAA customer
service. Rip-off Britain strikes again.

[I'd love to snip, but can't think of a decent way of doing it without
losing the points I'm commenting on]

Given that you said you "pretended" to buy a HEx ticket, how did you
get back from Paddington to Heathrow? On your travelcard? Thereby
showing that Travelcards were valid. If you did have to buy a HEx
ticket then they have reneged on the advertised agreement and you have
a case to take up with TfL and HEx. A compo form should be available by
writing to them.

Otherwise, you can't blame HEx for not actively advertising the fact
that Travelcards are valid on their service. Do you see taxis outside
LHR with the bus fare printed on their sides?

AE