Heathrow Express has announced it has been named top of the passenger satisfaction tables for the second time running after passengers scored the service 96% for Overall Satisfaction in the Autumn 2018 National Rail Passenger Survey (NRPS).
Independent watchdog Transport Focus produces the NRPS from opinions of passengers who use the train service.
They are produced twice a year and shows a 5% increase for Heathrow Express compared to Autumn 2017 again placing the airport express service number one in the UK and 18% above the London and South East average Overall Satisfaction score of 78%.
The service, which carries 17,000 people a day with a journey time of 15 minutes between London Paddington and Heathrow Central, received a UK leading 98% for Speed and 96% for Punctuality/reliability.
Customers also scored Heathrow Express WiFi as the most reliable at 74% compared to an average nationally of 33%.
Value for money is also up 5% after the dedicated airport service chose not to increase prices in 2017 or 2018
What did the officials say?
Heathrow Express Director Les Freer said:
“Speed matters to Heathrow Express customers and a UK-leading Overall Satisfaction score of 96% shows we’re delivering on our promise of a fast, frequent and comfortable airport express service.”
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Responses
It’s such a shame that Heathrow Express are replacing the Class 332s with the modified Class 387 Electrostars.
I probably would think that Class 332s might actually end up being cascaded to Northern to work alongside with the Class 333s. Or sadly sent for scrap aswell the Class 333s.