Heathrow Express

Heathrow Express Fares Update

01 January 2022: Heathrow Express has consistently received the top customer satisfaction ratings for the past decade, with its NRPS scores always being in the Top 2 across all Train Operating companies and the highest for any rail air service in Britain. With a new fleet, the highest luggage space for any mode of public transport at Heathrow, comfortable seating and space for travellers to relax in a tranquil environment, Heathrow Express will be making fares even simpler by having the same price for all flexible fares across both the digital and at station physical channels. This means the flexible Return fare will continue to remain frozen at £37 since 2017 whereas the flexible Single fare will now be £25 across all channels instead of costing £25 offline and £22 online. Great value fixed single fares will still remain unchanged and start at £5.50 when purchased in advance. Children will still continue to go for free when accompanied by an adult.

Passengers rate Heathrow Express as best UK Rail Operator

Mon 22 Jan 2018

Heathrow Express receives best-in-UK ‘Overall Satisfaction’ rating of 96%

  • Heathrow Express receives the best-in-UK ‘overall satisfaction’ rating of 96%
  • Heathrow Express top for Punctuality/reliability - 96%   
  • The service also receives UK’s top score for speed – 98%

Heathrow Express has been named top of the passenger satisfaction tables for the second time running after passengers scored the service 96% for Overall Satisfaction in the Autumn 2018 National Rail Passenger Survey (NRPS).

Heathrow Express at London Paddington1web

Conducted by independent watchdog Transport Focus, the NRPS collects passengers’ opinions of train services twice a year to create a network-wide picture of satisfaction with UK rail travel. The latest results represent a 5% increase for Heathrow Express compared to Autumn 2017 again placing the airport express service number one in the UK and 18% above the London and South East average Overall Satisfaction score of 78%.

The service, which carries 17,000 people a day with a journey time of 15 minutes between London Paddington and Heathrow Central, received a UK leading 98% for Speed (length of time the journey was scheduled to take) and 96% for Punctuality/reliability.

Heathrow Express Director Les Freer said: “Speed matters to Heathrow Express customers and a UK-leading Overall Satisfaction score of 96% shows we’re delivering on our promise of a fast, frequent and comfortable airport express service.”

Customers also scored Heathrow Express WiFi as the most reliable at 74% compared to an average nationally of 33%.

Value for money is also up 5% after the dedicated airport service chose not to increase prices in 2017 or 2018 while continuing to offer advance fares from £5.50 each way at weekends as well as the permanent offer of Kids Go Free for children aged 15 and under.

Once on-board the modern fleet of fully electric and air-conditioned trains customers enjoy complimentary 4G Wi-Fi, at seat power, dedicated luggage space and good accessibility.