Heathrow Express has unveiled the result of a £16 million investment ahead of the 2012 London Olympic Games.
Stepping into a ‘New Era’, the service will see a new brand, corporate colours, staff uniforms and a refurbished and higher specification rolling stock rolled out.
The investment means Heathrow Express (a wholly owned subsidiary of BAA) will raise the bar in service, comfort and innovation.
The project which has taken three years from commission to roll out was borne from extensive customer focus group and staff research and the desire to remain the most innovative, premium train operating company in the marketplace.
The project has been steered by the senior management team at Heathrow Express with the final stages overseen and driven by managing director Keith Greenfield who joined from BAA in November 2011.
The roll out will be executed in stages with the new train launch on April 26th.
The majority of the total investment has been committed to the development of the fleet focusing on the exterior and interior of the train with the prime objective of increasing customer satisfaction.
Driver cab improvements have also been undertaken to ensure an enhanced working environment and the continuation of high safety standards.
Heathrow Express’ other touch points with the customer will also undergo an extensive change.
Both the airport and Paddington station ticket offices and signage will be re-branded, an advertising campaign will see the brand reach out directly to the consumer and the Heathrow Express presence at BAA’s London Heathrow will be increased.
Technological developments including website functionality, mobile apps and other brand hardware have also been developed to make the overall experience of using Heathrow Express streamlined and customer focused.