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.