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

Posted on in Members' News

UK: 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 other airport express services and achieving the second best score in the country overall.

With a high number of business travellers, Heathrow Express has focus on speed and reliability. Heathrow Express recently invested in a series of new service initiatives including introducing world first, 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%.

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.”

Download the survey here >>>


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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