Heathrow Express Service Quality Performance Report 2020-2021
Rail periods 1-13 ran from 01 April 2020 through to 31 March 2021.
Please note that on the 29 December 2020 Heathrow Express replaced the fleet of trains from class 332 with class 387.
Contents:
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 gate lines, 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 is available on our website, alongside other useful accessibility information https://www.heathrowexpress.com/the-onboard-experience/accessibility#/
2. Punctuality and disruption
Full details of our passenger information during disruption (PIDD) can be found on our website https://www.heathrowexpress.com/conditions-of-carriage#/ to summarise:
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 2020/2021 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
Results from 01 April 2020 to 31 March 2021 are:
·
81.77% of our trains arrive on time of their
schedule.
·
90.25% of our trains arrive within 3 minutes of
their scheduled time.
·
93.16% of our trains arrive within 5 minutes of
their scheduled time.
·
92.65% 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
1.99% of our trains were cancelled
4. Cleanliness
·
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
Our internal satisfaction survey is conducted quarterly by our survey partner Ipsos. The results are under constant review and support the strategic and tactical decisions made by the senior leadership team.
The National Rail Passenger Survey (NRPS) was paused during the COVID pandemic and so we are only able to share the 2020 spring results below:
| Spring 2020 |
Overall
satisfaction with the journey | 94% |
Punctuality
of trains | 95% |
Information
to passengers in case of delays | n/a |
Accuracy and
availability of information on train times/platforms | 88% |
Consistently
good maintenance/excellent condition of trains | 93% |
Personal
security onboard the train | 93% |
Personal
security at the stations | 90% |
Cleanliness
of inside of the train | 93% |
Provision of
useful information throughout the journey | 88% |
Availability
of good quality toilets on every train | 62% |
Cleanliness
and maintenance of stations to a high standard | 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 2020 through to 31 March 2021 (Rail periods 1-13)
| | 01 April
2020 to 31 Mar 2021 (P1-P13) |
Category | No.
complaints | % Total
complaints | % of complaints responded within 20
working days | Average response time to close
complaints |
Ticket and Refunds Policy | 21 | 13% | 100% | 10 working days |
Environmental | 6 | 4% | 100% | 10 working days |
Ticket buying facilities | 30 | 19% | 100% | 10 working days |
Provision of information about train
times/platforms | 1 | 1% | 100% | 10 working days |
Provision of information on website
and app | 31 | 19% | 100% | 10 working days |
Information during the journey | 1 | 1% | 100% | 10 working days |
Facilities on board | 1 | 1% | 100% | 10 working days |
Toilet facilities | 2 | 1% | 100% | 10 working days |
Attitude/helpfulness of platform
staff | 19 | 12% | 100% | 10 working days |
Punctuality / Reliability | 50 | 31% | 100% | 10 working days |
Total | 162 | 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.
If you would prefer to pre-book your assistance, this can be done as part of the National Passenger Assist service.
You just need to let us know up to 2 hours before your journey, within our Assistance Team.
• Use our Online form https://www.railhelp.co.uk/gwr/passenger-assist
• Call us free on 0800 197 1329
• Dial text relay free on 18001 0800 197 1329
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-Sunday). 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
PO Box 887
3 Manor Court
Exeter EX1 9YT
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.
