Heathrow Express leaps ahead of rivals with a 96% overall satisfaction rate from UK train consumer poll

Value for money jumps 12 percentage points as new offers encourage growth in leisure passengers

Heathrow Express has received an overall satisfaction rate of 96% from the latest National Rail Passenger Survey, placing it head and shoulders above the national average of 81% and 17 percentage points ahead of the London & South East average of 80%.

The consumer poll puts a spotlight on Heathrow Express’ unique selling points of speed – where it scored 96% compared to the region’s average of 80% and punctuality and reliability where Heathrow Express scored 93% compared to the London and South East average of 69%.

The largest improvement is value for money, which has improved 11 percentage points to 53% compared to a London and South East average of 43%. New offers starting at £5.50 per journey and a permanent commitment for children under 15 to travel free mean these offers have resulted in growth of digital sales and leisure passengers.  

Service scores have all improved. Recent internal analysis of customer travel patterns between plane and train resulted in investment in service standards as well as award winning technology to improve communication with customers. 

Bucking the national trend, availability of staff at the station and on the train jumped to 85% and 86% respectively versus a national average of 66% and 44%

Attitude and helpfulness of staff at the station and on the train increased 5 and 6 points to 92% and 93%, the best ever score for the Heathrow Express team.

Fraser Brown, Director of Heathrow Express said: “Providing an excellent premium service means dedication from staff and attention to detail and we couldn’t achieve these scores without the huge efforts of our team.

“These scores prove once again that not only does Heathrow Express provide the fastest way to travel between the UK’s biggest airport and central London, but it does so professionally and without fuss. Our priority is to get passengers between Heathrow Airport and Paddington as quickly and as safely as possible, but we also go the extra mile. Passengers in this survey have recognised us for our customer service, convenience, and the pride we take in our trains and stations. Our carriages not only look good, but provide plenty of facilities such as fast WiFi, as well as being clean and spacious – with good legroom and plenty of space for luggage, which is why we also scored an excellent 97% satisfaction rate for the trains themselves.”

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