I asked them what was the best way to Knightsbridge, and was told "Heathrow Express to Paddington and then either the Underground or a taxi". The fact that there is a direct Underground service from the Terminal 5 station that departs more frequently, takes less time, doesn't involve nearly as much walking along the way, is direct rather than with connections, and costs 10% of all this mullarkey (because a First Class ticket on the HEx was what was offered first - for a 15 minute journey) was completely ignored.
Trading Standards at LB Hillingdon would probably be interested to know that.