Heathrow Express tops customer satisfaction ratings for the third time running
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Heathrow Express tops customer satisfaction ratings for the third time running

  • 27 Jun 2019
  • Corporate News & PR

Heathrow Express top with ‘Overall satisfaction’ rating of 95 per cent.

The dedicated airport transfer service, from London Paddington to Heathrow Airport, received an ‘overall satisfaction’ rating of 95 per cent – a UK high.

It received the highest ratings from passengers in the latest independent National Rail Passenger Survey (NRPS).

Platform 6 for web 2

The 95 per cent satisfaction is 12 per cent higher than the national average of 83 per cent and it is four per cent higher than any other operator thanks to its fast and reliable service.

Customers also rated the service 93 per cent for frequency of trains, 96 per cent for reliability and 96 per cent for speed.

Les Freer, Heathrow Express director, said: “To be rated top by passengers for the third time running reflects how customers value the speed, convenience and service of Heathrow Express for connecting to and from London.

“We’re really proud the results of this independent customer survey and look forward to further improving experience for customers with a new website and app and fleet of trains coming over the next year.”

News of the results comes as Heathrow Express turns 21 this month.

To date the service has transported more than 110 million customers since its launch in June 1998.

Incredibly, in the 20 plus years since it all began, Heathrow Express’ fleet of trains have travelled close to 30 million miles – the equivalent of going to the moon and back more than 60 times.

Les Freer added: “We’re delighted to be celebrating 21 years of service and to have welcomed aboard more than 110million customers during that time.

“Our history of innovation and industry leading customer service is a great foundation as we continue to offer the dedicated fast and frequent service our customers enjoy for the years to come.”

Across its 150 services as many as 18,000 passengers are transported to and from the UK’s biggest airport on a daily basis – providing an invaluable service to travellers and airport workers alike.

Aside from this, the service’s biggest successes include having no gender pay gap (2018 report) and an industry high of 33 per cent female drivers.

Les Freer said: “We’re proud to be leading the way in the industry by having no gender pay gap at Heathrow Express.

“Equality and equal opportunity for all employees is paramount to us and we have measures in place to help staff reach their full potential.”

The transfer service prides itself on its record of zero waste to landfill from Heathrow Express depot and its low carbon footprint of 1.35 kgCO2e per passenger.

The airport transfer service introduced contactless payments and Oyster on its services in February 2019.

It also offers free travel for children and advance fares from £5.50 each way at weekends – allowing passengers to experience the UK’s highest rated rail service for a lower price.

The fleet of fully electric and air-conditioned trains includes complimentary 4G Wi-Fi, at seat power, dedicated luggage space and good accessibility.

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. 

For the full results visit transportfocus.org.uk

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