Heathrow Express has secured a double first by topping
the poll in a national passenger satisfaction survey and achieving the
highest ever score in the survey’s eight year history.Passenger Focus, the independent national rail consumer watchdog,
surveyed 25000 rail passengers about their rail journeys over the past
six months and Heathrow Express was acclaimed the nation’s favourite
rail service with a 96% satisfaction rating. The National Passenger
Satisfaction Survey award follows on the heels of Heathrow Express
winning the Customer Service Team of the Year at the recent National
Customer Service Awards.

Brian Raven, managing director at Heathrow Express said: “With such a
short journey time it takes highly skilled staff, and an over-riding
ethos to go beyond the expectations of our customers, to make an impact
which results in a score as high as this. As a rail-air link to one of
the world’s busiest airports, we are one of the first experiences for
any incoming visitor and we are proud to be providing the best of
British customer service.

“Heathrow Express is a successful example of how to put customer service
at the centre of a train operation. The company launched to serve a
highly demanding market - which includes very time-sensitive customers
arriving from and departing to the four corners of the globe.

“These results really do demonstrate that rail-air links are the best
performers within the UK rail industry as Gatwick Express maintained
their similarly high standards and together we are the two highest
scorers.”
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