Heathrow Express excels with 94% overall satisfaction in UK train consumer poll

Posted on in Members' News

UK: Heathrow Express has received an excellent overall satisfaction rate of 94% from the latest poll of UK rail passengers, compared to the national average of 80% and a London & South East average of 78%.

Britain’s air-rail link, which connects London Paddington and Heathrow in 15 minutes, has consistently received good overall satisfaction ratings of well over 90% over the last three years.

Fraser Brown, Director of Heathrow Express said: “This is a great endorsement of Heathrow Express by its passengers. We are proud of our colleagues who deliver this great service every day but we are never complacent about providing an excellent service and continually strive to stand out. We also have an added impetus to provide a world class service as we support Heathrow’s goal to provide international passengers with the best airport service in the world.”

Out of the 23 train operating companies surveyed for the report, Heathrow Express came top for the following categories: comfort of seating area (95%); cleanliness both inside (96%) and out (95%); sufficient room for passengers to sit and stand (93%) and top for upkeep and repair of the train (96%). It shared a joint first for speed with Merseyrail (96%), overall satisfaction with the station with East Coast and First Hull (90%) and again with First Hull (94%) for personal security on board.

The National Rail Passenger Survey, run by Passenger Focus gathers opinions of train services twice a year from a representative sample of passenger journeys. Passengers’ overall satisfaction, overall satisfaction with the station and train, and satisfaction with 33 specific aspects of service can therefore be compared over time.