Customers rate Heathrow Express top in the UK for fourth time running

Tue 28 Jan 2020

Customers have named Heathrow Express the best rail service in the UK for the fourth time running with 96 per cent Overall Satisfaction in the Autumn 2019 National Rail Passenger Survey (NRPS).

The result puts Heathrow Express 2 per cent above any other operator and 14 per cent ahead of the national average of 82 per cent. Speed and reliability remain the stand out results at 98 per cent and 95 per cent respectively demonstrating the value of the non-stop service to airport customers.

And customers continue to enjoy the dedicated airport experience once on board with high scores for Space for Luggage (91 per cent), Comfort of the seats (92 per cent), Level of Crowding (89 per cent) and Availability of Power Sockets (83 per cent).

Heathrow Express again outscored the London and South East average in every area of the survey including value for money by 6 per cent (50 per cent) and the results come as Heathrow Express more than halved the cost of fixed day weekday tickets recently which are now available from £5.50 each way every day of the week when booking in advance.

Les Freer, Heathrow Express Director, said: “We’re immensely proud to be named top in the National Rail Passenger Service for the fourth time running. To be rated so highly by our customers who continue to enjoy our fast, frequent and reliable service reflects the work of our expert team to deliver industry leading customer service.”

“This year we’ll introduce a new fleet of trains complete with fast on board WiFi, at seat USB power, HD televisions and Business First to help us continue to deliver the same Heathrow Express experience for years to come.”

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 survey took place between 2 September and 10 November 2019. For the full results visit https://www.transportfocus.org.uk/research-publications/research/national-passenger-survey-introduction/