Heathrow Express Service Quality Performance Report 2019 – 2020

1.      Information and Tickets

2.      Punctuality and disruption

3.      Cancellations

4.      Cleanliness

5.      Customer satisfaction

6.      Complaints handling and compensation

7.      Assistance and contact details

 

1.     Information and Tickets

 

       Provision of travel information during the journey

·        All our trains have clear signage above the internal doors, giving information about safety processes and what to do in case of an emergency.

·        There is an emergency switch next to the doors through which the driver of the train can be contacted any time.

·        The availability of toilets is shown outside the toilet door.

·        Customers can also ask a member of the Heathrow Express onboard team for this or any information relating to their current or onward journey.

·        Information regarding the next station will be announced onboard by our train announcement system.

·        In the case of delays the train announcement system or the train driver will announce information at appropriate intervals.

·        Safety guideline information can be found onboard, and the train announcement system will also make announcements shortly before departure, with further announcements made shortly after departure.

·        The train driver can be contacted at any time through the emergency call button located in every carriage of the train.

·        Airport flight information screens (FID’s) displaying flight departure and arrival information are shown in each carriage.

Provision of travel information before and after your journey

·        Our customer service staff are located at every station and at the gatelines, and are on hand throughout the entire day to provide assistance and give information.

·        Live departure and arrival information is displayed at all of our stations, on our website and mobile App.

·        Scheduled train times are available on our website www.heathrowexpress.com/timetable  

·        Customers can purchase tickets in advance through our mobile App and website www.heathrowexpress.com or on the day on ticket vending machines (TVM) at Paddington and Heathrow stations and platforms.

·        Customers can also use their oyster card or pay by tapping their bank cards at the gate lines and can also purchase tickets directly from our staff onboard the trains or at our sales locations within the airport terminals.

·        Our accessible travel policy will be published in June, however our disabled passengers can refer to our Disabled People's Protection Policy (DPPP) to access more information https://www.heathrowexpress.com/the-onboard-experience/accessibility#/

 

2.     Punctuality and disruption

 Delays

Heathrow Express is an express service that operates four trains per hour, non-stop between London Paddington, Heathrow Central and Terminal 5. Our aim is to get customers to their destination both safely and on time. Our 2019/2020 target is to ensure:

 

·        70% of our trains arrive on time.

·        90% of our trains arrive within 3 minutes.

·        95% of our trains arrive within 5 minutes.

 

There are occasions where trains may be delayed or disrupted. When this is the case, our teams will assist passengers by:

 

Delays between 5 – 9 minutes

 

·        Passengers can continue their journeys with some disruption.

·        For further travel advice please speak to a member of station staff or contact our customer services team at https://www.heathrowexpress.com/about-us/contact-us#/

·        Updated regular announcements will be made at stations.

·        Updated announcements will be made onboard the affected trains at normally within 5 minutes and again at regular intervals.

 

Delays over 10 minutes

 

·        Passengers are able to continue their journeys with some disruption.

·        For further travel advice please speak to a member of station staff or contact our customer services team at https://www.heathrowexpress.com/about-us/contact-us#/

·        Updated regular announcements will be made at stations.

·        Updated announcements will be made onboard the affected trains at normally within 5 minutes and again at regular intervals.

 

Delays over 15 minutes

 

·        Passengers are able to continue their journeys with some disruption.

·        For further travel advice please speak to a member of station staff or contact our customer services team at https://www.heathrowexpress.com/about-us/contact-us#/

·        Updated regular announcements will be made at stations.

·        Updated announcements will be made onboard the affected trains at normally within 5 minutes and again at regular intervals.

·        Passengers are able to request a refund via this link https://www.heathrowexpress.com/contact-form  or request a letter from station staff with details including refunds, re-bookings and claiming additional expenses.

 

 

Part Suspension, Suspension or Reduced Service

 

·        Arrangements will be made for passengers who have already purchased a Heathrow Express ticket, and wish to use another service, for pre-paid tickets tickets to be accepted by TfL Elizabeth Line services between London Paddington and Heathrow Airport in either direction.

·        For further travel advice please speak to a member of station staff or contact our customer services team at https://www.heathrowexpress.com/about-us/contact-us#/

·        Updated regular announcements will be made at stations.

·        Updated announcements will be made onboard the affected trains at normally within 5 minutes and again at regular intervals.

·        Passengers are able to request a refund via this link https://www.heathrowexpress.com/contact-form or request a letter from station staff with details including refunds, re-bookings and claiming additional expenses.

 

Punctuality Performance

 

Year to date results for end of March 2020 are:

 

·        77.33% of our trains arrive on time of their schedule.

·        89.43% of our trains arrive within 3 minutes of their scheduled time.

·        93.67% of our trains arrive within 5 minutes of their scheduled time.

 

·        95.61% of our trains departed Terminal 5 on time.

·        88.26% of our trains departed London Paddington on time.

 

Disruptions

 

Heathrow Rail and Network Rail have their own pre-determined contingency plans that act as an initial point of reference when an incident occurs. These are reviewed on an annual basis. We work with all of our strategic partners to ensure that we have aligned contingency processes, allowing a consistent approach to disruption across the network.

 

 

 

3.     Cancellations

 

2.17% of our trains were cancelled

 

4.     Cleanliness

 

In 2019, our trains were rated cleanest in the UK with 93%.

 

·        Throughout the day dedicated cleaning teams at Paddington clean high-frequency touch points such as handrails and door buttons to ensure your safety, and ensure the replenishment of soap in all our on board toilets.

·        Each night every Heathrow Express train is thoroughly cleaned at our depot before entering into passenger service by a dedicated cleaning team.

·        Train cleaning audits are carried out on a daily basis against an agreed criteria and scored as a ‘Pass’ or ‘Fail’.

·        During periods of disruption where the cleaning time is limited, cleaning may be modified to reduce the delay to the subsequent journey.

              Air Conditioning on trains

·        Our trains are equipped with air conditioning.

·        Should this fail our onboard staff will do everything they can to move customers to an alternative coach.

 

Toilet Availability on trains

 

·        Heathrow Express endeavours to ensure all our toilets are serviceable before entry in service.

 

5.     Customer satisfaction

 

Customer satisfaction surveys

 

We are always measuring customer satisfaction through several post journey surveys including the National Rail Passenger Survey (NRPS) which publishes results every 6 months, and our internal satisfaction survey that is conducted quarterly by our survey partner Ipsos. Both sets of results are under constant review and support the strategic and tactical decisions made by the senior leadership team.

 

NRPS Customer satisfaction scores to Spring 2020 (no results are available for Autumn 2020 as the NRPS survey was paused during the COVID pandemic)

 

 

Spring 2019

Autumn 2019

Spring 2020

Overall satisfaction with the journey

94%

96%

94%

Punctuality of trains

96%

95%

95%

Information to passengers in case of delays

n/a

n/a

n/a

Accuracy and availability of information on train times/platforms

86%

87%

88%

Consistently good maintenance/excellent condition of trains

90%

93%

93%

Personal security onboard the train

94%

93%

93%

Personal security at the stations

89%

90%

90%

Cleanliness of inside of the train

95%

96%

93%

Provision of useful information throughout the journey

89%

88%

88%

Availability of good quality toilets on every train

72%

71%

62%

Cleanliness and maintenance of stations to a high standard

89%

89%

90%

 

6.      Complaints handling and compensation

 

Heathrow Express are committed to ensuring our customers get to their destination safely and on time. That’s our key aim and our number one priority. When you buy a ticket to travel on Heathrow Express, or tap in using Contactless or Oyster you enter into an agreement with us which gives you the right to make the journey you are paying for.

 

However, if for any reason your service has been disrupted or unsatisfactory please let us know and we will review your case.

 

·        Our Conditions of Carriage set out the rights you have, what you can expect from us and what we are obliged to do if your train is delayed.

·        You can claim for compensation via the Heathrow Express Delay Compensation Scheme or by relying on your statutory rights such as those outlined in the Consumer Rights Act 2015.

 

Complaint data from 01st April 2019 through to 31st March 2020 (Rail periods 1-13)

 

01 April 2019 to 31 Mar 2020 (P1-P13)

Category

No. complaints

% Total complaints

% of complaints responded within 20 working days

Average response time to close complaints

Ticket and Refunds Policy

87

7%

100%

10 working days

Environmental

47

4%

100%

10 working days

Ticket buying facilities

304

25%

100%

10 working days

Provision of information about train times/platforms

8

1%

100%

10 working days

Provision of information on website and app

249

20%

100%

10 working days

Facilities on board

13

1%

100%

10 working days

Toilet facilities

66

5%

100%

10 working days

Attitude/helpfulness of platform staff

128

10%

100%

10 working days

Punctuality / Reliability

330

27%

100%

10 working days

Total

1232

100%

100%

 

 

 

 

 

7.      Assistance and contact details

We operate an always accessible ‘Turn Up and Go’ service at all our stations. This is part of our commitment to providing appropriate arrangements and assistance to disabled passengers using our service and means that passengers travelling with us do not need to pre-book assistance unless you wish to.

If you would prefer to pre-book your assistance, this can be done as part of the National Passenger Assist service.

                 Simply call for free on 0800 022 3720 or text 60083

                 For text/minicom 0845 60 50 600

More comprehensive information about the assistance we provide can be found on our website https://www.heathrowexpress.com/the-onboard-experience/accessibility#/

The quickest way to contact us is our Customer Query and Feedback Form on our website https://www.heathrowexpress.com/about-us/contact-us# where we are obliged to respond to your query within 20 working days. When completing the form, choose ‘complaint’ in the query drop down.

You can also contact us by the following methods:

By Phone

                 You can contact our Customer Relations Department on: +44 (0) 345 600 1515. (09:00-17:00hrs GMT Monday-Friday). Calls from the UK to this number are charged at the local rate. Costs from international networks may vary.

By Post

                 Freepost HEATHROW EXPRESS Customer Relations Department. Please include an email address and contact phone number in your letter to enable us to contact you about your query.

By International Post

                 Heathrow Express Customer Relations Department, The Compass Centre, Nelson Road, Hounslow, Middlesex. TW6 2GW. United Kingdom. Please include an email address and contact phone number in your letter to enable us to contact you about your query.

Via Social Media

                 You can contact us on Twitter @HeathrowExpress or via Facebook.

 

If you are not satisfied with the outcome, we will refer your case to the independent body, London Travel Watch who can mediate your redress grievance.

Where assistance was not provided due to train delays, you may be able to claim under our delayed train refund policy. Please contact our Customer Relations team for assistance. You will not be able to claim for both, but our team will be happy to advise you on the best action for your redress claim.