31 JULY 2017


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Article from BTNews 31 JULY 2017

Heathrow Express takes off

An “overall satisfaction” score of 97% in the latest National Rail Passenger Survey has lifted Heathrow Express to the position of the UK’s joint top railway performer. The score is the train operator’s best to date.

The survey gathers opinions from UK train passengers twice a year. Heathrow Express also outperformed other train companies in London and the South East, where the average “overall satisfaction” score was 82%.

The survey said punctuality and reliability had the biggest impact on overall satisfaction, with Heathrow Express scoring 96% in that category – 19% more than its regional counterparts.

The service, which carries 16,000 people a day between London and Heathrow with a journey time of 15min, also scored 96% in the category for “length of time a journey is scheduled to take”, while “attitudes and helpfulness of staff” scored 90%, 4% up.

A new range of prices aimed at attracting a bigger market was also noted as having an impact, with Heathrow Express scoring 52% in the “value for money" category, an 11% improvement on the same period last year.

Director Fraser Brown said: “The team’s hard work is paying off across the board, while advanced purchase and £15 weekend fares have seen passenger numbers increase by 9% so far this year.”


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