The National Rail Passenger Survey run by Passenger Focus has revealed that UK’s Heathrow Express has recorded an overall satisfaction rating of 96%, which is the highest mark of any provider on the list.

Heathrow Express is a non-stop train service between Paddington station and Heathrow.

This rating placed Heathrow Express above the national average of 81% and 17% points ahead of the London and South East average of 80%.

The latest consumer poll focuses on Heathrow Express’ aims of speed, punctuality and reliability, where it scored 93% compared to the London and South East average of 69%.

Heathrow Express director Fraser Brown said: “These scores prove once again that not only does Heathrow Express provide the fastest way to travel between the UK’s biggest airport and central London, but it does so professionally and without fuss.

“Passengers in this survey have recognised us for our customer service, convenience, and the pride we take in our trains and stations.”

"This rating placed Heathrow Express above the national average of 81% and 17% points ahead of the London and South East average of 80%."

Value for money has improved 11% to 53% compared to a London and South East average of 43%.

The survey revealed that all service scores have improved and internal analysis of customer travel patterns carried out recently between plane and train resulted in new investment in service standards.

Availability of staff at both the station and the train rose to 85% and 86% respectively versus a national average of 66% and 44%.

Attitude and helpfulness of staff also increased to 92% and 93%.

As part of the National Rail Passenger Survey, opinions of train services will be gathered twice a year from a sample of passenger journeys.


Image: Heathrow Express 332002 at Paddington station. Photo: courtesy of Andrew Butcher.