Heathrow Express recorded a 96 percent customer satisfaction rate in the latest National Rail Passenger Survey. Conducted twice yearly by Passenger Focus, the survey gathers passengers’ views on train services across the country. It evaluates overall satisfaction, station and train experiences, and measures 33 specific aspects of service.
In detailed results, Heathrow Express scored 93 percent for staff helpfulness and attitude, and 53 percent for value for money. Availability of staff at the station and on board was rated 85 percent and 86 percent respectively, well above national averages of 66 percent and 44 percent.
Fraser Brown, director of Heathrow Express, said, “Delivering a premium service depends on the dedication of our team and attention to detail. These scores reflect their hard work. They show that Heathrow Express is not only the fastest way to travel between the UK’s biggest airport and central London, but that we do so efficiently and professionally. Our priority is to move passengers between Heathrow Airport and Paddington quickly and safely, while also providing extra conveniences.”
“Passengers in this survey recognized our customer service, convenience, and the pride we take in our trains and stations. Our carriages are designed to look good and to be practical, offering fast WiFi and comfortable, clean, spacious interiors with generous legroom and ample luggage space. That is reflected in the excellent 97 percent satisfaction rating for the trains themselves.”