Heathrow Express tops service survey

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

Heathrow Express.
Heathrow Express.

The air-rail link, which connects London Paddington and Heathrow in 15 minutes, has consistently received overall satisfaction ratings of more than 90% for 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.”

Of the 23 train operating companies surveyed for the report, Heathrow Express came top in 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.

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