Heathrow Express outperforms all London train companies in the spring 2016 National Passenger Survey.
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Heathrow Express outperforms all London train companies in the spring 2016 National Passenger Survey.

  • 30 Jun 2016

Latest passenger survey places Heathrow Express as the best performing train company in London and the South East.

National Rail Passenger Survey results show Heathrow Express as the best performing train company in London and the South East consistently outperforming the London average.

Heathrow Express achieved the best result in the UK for speed, and second best for punctuality scoring 97% and 96% respectively. Overall customer satisfaction was rated at 91%, outperforming every other airport express service and achieving the second best score in the country overall

With a high number of business travellers, Heathrow Express has an unrivalled focus on speed and reliability. Heathrow Express recently invested in a series of new service initiatives including introducing world first, award winning digital displays at Heathrow Airport. These displays located in Heathrow baggage halls show live traffic updates including journey time and cost comparisons for other modes of transport in to London allowing arriving passengers to make qualified decisions on their onward travel choice.

Increased numbers of Heathrow Express employees at Heathrow Airport and London Paddington in both sales and operational roles have all paid dividends in today’s results with “availability of staff” scoring 77% against a national average of 65%. 

Heathrow Express outperformed Gatwick in all but one category, “choice of shops at the station”. 
“Attitude and helpfulness of staff” at the station and on the train both scored 86% compared to 62% and 35% respectively on the Gatwick Express.

Fraser Brown, Heathrow Express Director said “Heathrow Express customers want the fastest most efficient experience possible when travelling to and from the UK’s busiest airport. 

“Our recent investment has increased customer satisfaction in core service areas. 

“Our team is committed and this feedback from our customers show we are the best air rail link in the country.”

Category

Heathrow Express

London average

National Average

Overall satisfaction

91

78

80

Ticket buying facilities

92

73

76

The attitudes and helpfulness of the staff

86

72

75

The availability of staff

77

62

65

How request to station staff was handled

91

83

85

The helpfulness and attitude of staff on train

84

55

64

How well train company deals with delays

64

31

34

The availability of staff

78

35

44

 

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