Heathrow Express is attempting to rectify a problem with its ticketing machines used on the trains after it has charged some passengers twice for a single journey.
Delta Air Lines regional sales director John Harvey was alerted to the problem after studying his credit card statement and finding he had been billed twice for the same journey on the BAA-owned service. “I thought that’s a bit odd because I wasn’t in the country when the second transaction was made,” he said.
“I am little bit concerned that they have a problem and they are not giving out a public notice that there may be a problem.”
Harvey contacted the customer services department which admitted it had been experiencing problems..
A spokeswoman said: “We are sorry if customers have been experiencing problems and are trying to rectify the situation. We are offering a complimentary upgrade or a complimentary first class ticket to those affected.”
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