Railair Anmeldelser 

The driver verbally confirmed + checked my ticket for Reading from Heathrow, yet the bus was going to Woking. Adding two more hours to my 24 hour trip home from Sydney. Trains are much more reliable

I get the rail air to work and back, so I often see the same drivers over and over. They're all so lovely! So friendly, always really on it. I always have a great experience with them and it's nice starting and ending my days with smiling familiar faces :)

This service cannot be trusted - it is completely unreliable. Many people rely on it - both travellers to the airport but also people who live in the Guildford and Woking areas who work at Heathrow. Some depend on this service to commute. It is delayed frequently, with buses sometimes not turning up at all. Bizarrely often the first services of the day seem to be affected. Sometimes the vehicles have no ventilation or air conditioning. Use an alternative mode of transport where you can.

Absolutely appalling service from the driver of the RA1 on 2 July 2026 at 1545 from Heathrow. I booked tickets from Heathrow to Cheltenham (part of the journey/ticket involved using Railair to get from Heathrow to Reading) through trainline at Oslo Airport, as my previous flight had been cancelled and I needed a new ticket. There was a fault of Trainline originally because there is no way to print tickets at Heathrow Airport. However, I showed the coach driver a photo of my tickets (which my husband had collected at Cheltenham Station for me and sent me a photo), I showed her my trainline app showing I had purchased the tickets, the receipt and the journey breakdown and she just refused to accept them and rudely asked if I was getting on the bus or not. I had no option but to get on the bus and purchase a ticket for a journey I already had a ticket for. I was very distressed and upset and she was incredibly rude. She could have used her discretion and some common sense and allowed me on the bus. I was a lone, female traveller and she was prepared to just leave me distressed and alone at Heathrow knowing I would miss my train if I didn't board and buy a ticket.
Her customer service skills were utterly shocking.
Also, on arriving in Reading, I and many other travellers were shocked at her aggressive and erratic driving. She braked heavily and beeped several times at other road users and coach drivers. Such awful service. I will never use this service again and I would advise others not to as well.

Bus didn’t turn up! I waited at the stop for an hour before having to call an uber as I was going to miss my flight if I had to wait for the bus any longer. I have tried to get a refund but there is no real person to speak to and when I fill out the forms it just gives me an error message

Could the director of transport and operations please read this! Dear future customer of RailAir, if you want to get off at any of the other dedicated/listed stops apart from the Heathrow terminals tell the driver and make sure he understands you! Despite having checked your ticket, and you’ve told him where you want to get off, he’ll drive straight past it! And the best bit is he will blame you! As if I know where on earth the stops are. I was quite upset. So we have a coach driver from a coach company missing a dedicated stop and blaming the passenger? I soon him straight in no uncertain terms. Apart from that, the price is very reasonable, the coach is comfortable. I politely suggest that the director of transport operations actually activates the screen at the front of the coach telling everyone on board where it is at which stop! He could also do some customer service training and get the coach drivers to shout out “next stop ****” and most of all to stop at every stop listed on the timetable! Simples! I would’ve considered this pretty basic stuff but clearly beyond the director of operations and this particular coach driver. So in this heat wave of 33° and being a pensioner of limited funds and being unable and unwilling to splash out on a taxi from the terminal back to the dedicated stop ‘The Compass Centre’, the next driver taking over the bus was a different character altogether. Very nice Filipino lady who was so helpful and drove me back on the route in reverse, fortunately. She was smiling, cheerful, polite, helpful and dropped me off at the correct stop. I was then able to go straight into my hotel, The Hyatt which is just across the road, which is of course why I chose RailAir and that specific route, with that particular stop and bus.
I noticed that the company does not reply to disgruntled customers who have also made complaints, even similar ones to mine. I think this says a lot about the company. Anyone who actually cares about their customers would answer a review no matter how critical to reassure future readers that they are on top of these thoroughly avoidable incidents.

We used the RailAir service yesterday, catching the 17:02 bus from Heathrow Terminal 5 to Reading, and once again it proved to be a fantastic way to travel. The service is reliable, easy to use, and the direct drop-off at Reading Station makes it a very convenient link between Heathrow and Berkshire.

Unfortunately, our journey was affected by delays on the M4 due to an accident. However, the driver handled the situation exceptionally well. While I didn’t catch his name, he kept passengers regularly updated throughout the journey, communicated clearly and professionally, and used just the right amount of light-hearted humour to keep everyone relaxed despite the delays.

He was approachable, helpful, and genuinely seemed to care about the passenger experience. Staff like him make a real difference and are a credit to RailAir. Please pass on our thanks and recognition for a job very well done.

Our son flying long from LHR, waited 30min at Woking, One bus came, let current passengers off then driver got back on and drove off leaving Woking passengers standing without a clue what was happening. Ended up have to take a £50 taxi. Tried complaint form on their website, it comes up with "Error 403" page. No phone number, no live chat... this company should be reviewed by police for theft

Railair are a great coach line running from heathrow to reading is really a comfortable journey and great management and drivers we enjoyed our journey today thank you to the manager and driver for a great journey kind regards steven mogg

Where do I start: 1: The App is useless tells you the pick-up point for T2 is the bus stands at the central bus station lug your bags all the way over there lifts stairs escalators its actually on the ground floor outside from departures. So you have to go all the way back to where you started from. Railair stands are not tagged 12 and 13 I think but dont't quote me coz you get there and there are no signs and dozens of stands nothing to show where rail air is.
2. Trying to travel from T2 to Woking from 8 pm till 10:30 pm when I gave up waiting 6 busses scheduled none showed up. Other busses to Reading showed up some only 1 passenger and they leave 60 people for Woking and Guilford stranded. The drivers of the other busses are rude and lie to you e.g. "it will be here in 10 minutes there will be 2 of them" Yeah right and hour and a half later 3 more no show busses. They have your email and you phone number when you buy the ticket no messages no info in their useless app no real time bus updates.
3. No automatic refunds they know who was booked on which busses they know who didn't travel coz their busses didn't show up. Try getting a refund see the performance you have to go thorough.
4. The truth this is another First group disaster they just don't give a damn about their passengers. I was trying to help people who spoke limited English find alternatives, strangers visiting the country, families with babies it was a disaster from start to finish. The Railair welcome to Great Britain is a joke no pride in what they are doing, no self-respect or respect for their customers. They deserve to go out of business and the sooner the better.
5. Read other reviews this seems to be a regular pattern with them not showing up especially the Woking Guilford service but I would have been happy if it was only 2 no show busses.

I booked return tickets to Heathrow terminal 3 - From Reading for 15th & 30th March 2026.I have spent over a week + trying to tel them on their multi listed website number (an unrecognized)- Tel:- 01189 957 9425, in order to change my coach times,due to no flights into Dubai.+ I have done two paper submissions & still no response.

I was driving along Egley Rd towards Mayford and I saw a bus with registration YT68 GXE rapidly approaches me from behind. As it did so the driver started tailgating and flashing the headlights and getting dangerously close to the back of my car at times, do doubt to intimidate me in to pulling over or to speed up.

The bus continued to tailgate me for several minutes with the headlights set permanently on.

Had I needed to perform an emergency stop, I am certain the bus would have crashed in to my car.

Someone with this sort of attitude to driving and is happy to intimidate other road users should not be in charge of any sort of vehicle, let alone a bus carrying passengers.

we travelled from Heathrow to Watford, on 02.01
purchased 3 tickets at the bus terminal, there is a screen saying the bus departs from terminal 2 and then terminal 3.
after waiting for almost an hour we were told by a staff member that the bus doesn't stop at terminal 3 actually. only picks up at terminal 2 and leaves, despite information inside bus terminal. this was the last bus of the day and at this point we had to make alternative travel arrangements.
rail Air has been impossible to reach for a refund.

On Monday 5 January 2026, while travelling on the RA1 bus from Heathrow to Reading, the driver unloaded my bag at the wrong bus stop. I only became aware of this after disembarking. This caused significant inconvenience and the loss of my valuable belongings.

Bus service from Heathrow T3 to Woking was cancelled due no driver. No staff present to get information, no way to contact company to get advice.

Now trying to get refund of monies, oh and guess what, the website won't work! No number to call to discuss it.

Completely unreliable in every context. Avoid and use a more reliable service to get to/from airport.

To RailAir Customer Service,

I am writing to express my dissatisfaction with a recent journey I took using your service. I purchased a ticket via the RailAir website specifically because the listed destination stop—Reading, Cemetery Junction (Westbound)—would allow me easier access to the Royal Berkshire Hospital.

However, despite my ticket clearly stating the journey was from Heathrow Terminal 5 to Cemetery Junction, the driver bypassed all intermediate stops and drove directly to Reading Station. This deviation from the advertised route caused unnecessary stress and inconvenience, especially as I was en route to a hospital in an unfamiliar area.

As a first-time customer, I found this experience unreliable and unprofessional. When a service is paid for, I expect it to be delivered as described.

To make matters worse, I was unable to reach your customer support through any direct or accessible means. The only contact option available appears to be a premium-rate telephone line, which is unreasonably expensive. Additionally, your website consistently returns a "403 Forbidden" error when attempting to use any contact form or support field, making it impossible to submit a complaint or request assistance online.

I would appreciate clarification on why the scheduled stops were skipped and I would like to receive an email address where I can get in touch.

Thank you

The driver was extremely friendly! (I was on the route from Heathrow terminal 5 to Reading, leaving around 2pm on Friday September 19 2025.) If you have a railcard, mention it because you'll probably get a discount. USB charging available, air conditioning, and curtains to block out the sun. A very comfortable trip! (I have a receipt to show my purchase btw.)

The bus never turned up so I had to find another way to get to the airport. And there's no way to get a refund either....please aviod this provider

Girlfriend boarded coach around midnight with a valid ticket and was refused boarding because she couldn’t provide a RailCard, even though we explained that her phone had been destroyed.

I understand the company policy but it seems overkill to refuse a girl boarding at midnight when she showed a valid ticket. Driver could’ve been nicer about making his point on this, not a nice man.

I had a terrible experience with RailAir. I waited over 40 minutes for the bus, which never showed up, despite having bought my ticket in advance. I had no choice but to take a taxi, which cost me extra. To make matters worse, RailAir refused to refund my ticket. This is completely unacceptable and very disappointing. I won't be using their service again.