Heathrow Express tops national rail passenger survey

Posted on in News Archive

UK: Heathrow Express has topped the latest nationwide poll of UK rail customers. Passengers participating in the autumn 2014 National Rail Passenger Survey (NRPS), by Passenger Focus, gave the airport rail service an ‘overall satisfaction’ rating of 94%.

Fraser Brown, commercial director for Heathrow Express, said: "For our passengers the Heathrow experience starts and ends at Paddington when they step on and off our train.

heathrow express train

“We’re pleased to have achieved the best ‘overall satisfaction’ rating from customers two autumns running. Our challenge now is to improve it still further.

“This result reflects in particular the commitment and dedication of our customer-facing colleagues, who continue to deliver an exemplary service despite increasingly frequent disruptions due to ongoing engineering works.”

How Heathrow Express fared in the Autumn 2014 NRPS:

  • Top for overall satisfaction - 94% (joint first with Grand Central, against national average of 80% and London & South East average of 80%)
  • Top for overall satisfaction with the station - 92%
  • Top for overall satisfaction with the train - 96%
  • Top for speed - 96%
  • Top for upkeep and repair of the train - 98%
  • Top for comfort of seating area - 94%
  • Top for ease of getting on and off - 96%
  • Top for cleanliness of inside - 94% - and outside of train - 95%
  • Joint top (with First Hull) for personal security on board the train - 94%

Satisfaction graph